Foundations for CX Success in B2B

Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

Author Bio

In the business-to-business world, the concept of Voice of the Customer is gaining momentum. But despite good intentions, and the opportunity for increased revenue from both new and existing customers, building a successful VoC program in a B2B organization can be a challenge.

Your sales and account management teams must listen to customer needs and deliver solutions that are tailored to those needs. How? By listening to customers and walking in their shoes. 

In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit outlined the foundations required to launch a successful VoC initiative in a B2B environment. He discusded effective ways in which you can ensure you capture feedback from the right customers, and inject that customer viewpoint into your business. 

Watch this webinar to learn how to establish the business case for a VoC program in your organization and how to “sell” it to your executives. We also covered: 

  • How to put insights into the hands of your front line to ensure they act on it 
  • Ways to hold employees accountable for the loyalty of their customers 
  • How to know when you’re ready for the next steps


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