As B2B offerings become more commoditized, the subjective, sometimes quite personal considerations of business customers are increasingly important in purchases. To discover what matters most to B2B buyers, the consulting firm Bain analyzed scores of quantitative and qualitative customer studies. All told, it identified 40 discrete “elements of value,” which fall into five categories: table stakes, functional, ease of doing business, individual, and inspirational. The elements range from ...| Harvard Business Review
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Know what is Customer Satisfaction, benefits of measuring CSAT, how you can measure it and how it helps improve Customer Experience.| www.zonkafeedback.com
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Everything you need to know about customer journey mapping — what it is, how to create one, and best practices to help you get it right.| blog.hubspot.com