Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

To get us started, here are the rules we shared on a recent podcast, and then, we’ll take a deeper dive into the concepts behind each of them:

  1. B2B is complicated, so you need to simplify it.
  2. Recognize that customer emotions apply.
  3. Manage different customers differently.
  4. Define the experience to align the organization.
  5. Focus on the art of the possible.

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