Our latest thinking about the B2B Customer Experience.


Using Customer Feedback to
Improve Customer Experience

Listening to customers through research, analysis, and reporting.


Marketing and Sales: The Case for Investing in
Customer Experience

A special report for Marketing and Sales Executives.


Customer Support and Operations Staff: The Case for Investing in Customer Experience

A special report for Customer Support and Operations Executives.

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Justifying a Service
Improvement Program

Considering the financial and other outcomes of a customer service program.

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The Industrial Distributor

A framework for identifying strategies that can improve the competitive position and profitability of your distribution company.

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Customer Loyalty
Performance Assessment

A self-assessment to help you determine which locations are performing well and which locations are not.