In the Harvard Business Review article, “The New Sales Imperative,” the CEB reports that in just the last two years the average number of people involved in a B2B purchasing decision has increased from 5.4 two years ago to 6.8 today. This change has made the journey far more complex, creating longer sales cycles and an overall more challenging sales process.
This is the chance for customer experience (CX) to make a measurable difference to your company, by bringing in CX tools such as journey mapping to a very real and very visible business problem.
A perfect opportunity. But one I don’t see many CX operations focused on. Read more