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This IDC Manufacturing Insights Perspective offers a closer look at a topic of increased interest to manufacturers today, across manufacturing value chains. Customer experience (CX) is increasingly being viewed by manufacturers as a necessary element of business-to-business (B2B) transactions, one that is enabled by the 3rd Platform, specifically social, mobile, cloud, and big data analytics. CX for B2B can be framed by the customer journey and involves supporting customers as they explore, evaluate, purchase, and receive service for manufactured products. Competitive pressures and the desire for more meaningful relationships with customers are driving manufacturers to reconsider what customer experience means within a B2B context. A major catalyst is the expectation of business users for the same level of rich interaction and capabilities in their business transactions that characterize their personal transactions.
IDC Manufacturing Insights: Manufacturing Commerce Strategies , IDC Manufacturing Insights: Service Innovation and Connected Products Strategies