Accenture’s 2015 B2B Customer Experience Survey revealed that despite the perceived importance of customer experience, most B2B companies do not realize desired business results.

1. Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Managing the B2B
Customer Experience:
Do Enough to Make an Impact or Don’t
Bother Doing It at All

2. 2Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Only 23% of B2B companies achieve strong returns on their
customer experience investments. And almost as many —
20% — generate low or no return. That means the majority —
57% — are surviving, but not exactly thriving.
How can you be more like the leaders
and set your experiences apart?

3. 3Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Start from the back to get to the front.
Service is no longer just a separate, final
phase of the customer lifecycle. Leaders do
things differently by using service to offer
outcomes instead of just products,
proactively fix problems, and generate
sales.
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HOW TO BE MORE LIKE A LEADER AND
SET YOUR EXPERIENCES APART

4. 4Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Over-invest in traditional capabilities.
For today’s non-stop customer,
traditional offline channels such as
contact centers and field service are
as critical as ever.
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HOW TO BE MORE LIKE A LEADER
AND SET YOUR EXPERIENCES APART

5. 5Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Over-invest in digital capabilities.
Companies with the highest returns on
their customer experience investments
have the highest confidence in digital
impact — and show it through bold,
strategic moves.
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HOW TO BE MORE LIKE A LEADER AND
SET YOUR EXPERIENCES APART

6. 6Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
LEARN MOREabout how a robust B2B customer
experience can drive growth with our full
report:
Managing the B2B Customer Experience:
Do Enough to Make an Impact or Don’t Bother Doing It at All