Despite the widely accepted tenet that “the customer is always right”, the reality is that the statement completely depends on who the customer is and how you define “right”.
Your Customers Want To Build A Connection, Don’t Leave Them Out In The Cold
As B2B support professionals, many of us are very familiar with the differences between our world and the B2C world. In this post I would like to touch on some challenges to customer satisfaction unique to the B2B world, as were analyzed by Roland Böttcher and Marco Gardini in a paper called “Outsourcing Services to other Firms: A Framework for the Analysis of Consumer Satisfaction”. The paper is very well written and well worth reading in its entirety.
We discussed the importance of SaaS onboarding in our last post. Now we'd like to address some of the challenges faced.