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The State of Customer Experience Management in B2B

How today’s B2B organizations are — and aren’t — using feedback to improve the customer experience

Stay ahead of the curve; download this new Medallia research to understand how B2B companies are learning about their customers’ needs and how they are — and aren’t — using feedback data to improve the customer experience.

Medallia surveyed 375 mid to senior level US-based B2B professionals about whether and how their organizations collect and act on customer feedback. The results highlight a number of common weak spots that companies need to address in order to succeed. Some key areas of opportunity identified are:

  • Connecting with more customers at more key moments
  • Establishing policies and procedures for effective action on feedback
  • Investing in core capabilities needed to collect and act on feedback


Download the whitepaper to understand how to remedy these – and other – common pitfalls to turn your B2B CX into a differentiator.