Setting the Standard in CX for B2B

Key practices that distinguish leading companies from laggards

To understand why some B2B organizations are navigating CX challenges with great success, while others remain far behind, the Medallia Institute surveyed hundreds of US-based B2B professionals whose companies collect and use customer feedback.

Our research identifies three groups according to the results of their CX programs:

• Leaders: Achieve a broad array of impressive business results
• Followers: Enjoy some positive results, but achievements are narrower
• Laggards: Realize few if any positive business results

By analyzing variation in the scope and mechanics of their CX initiatives, we uncovered three key practices that most clearly differentiate the leaders from the rest of the pack.

Download the research to find out which characterizes your organization and for more details on the key practices that distinguish leaders.