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Understand all areas of creating an exceptional customer experience that is bespoke to the B2B realm, with this practical and essential guide to the process.

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Customer Experience in Business to Business Markets; Exploring Customer Experience, Loyalty & Inertia; Understanding Customer Experience and Profitability; The Six Key Pillars of Customer Experience; Essential Metrics for Measuring Customer Experience; How to Benchmark Customer Experience; What are the Key Drivers of Customer Experience?; Customer Journey Mapping and How to Apply It; Delivering Customer Experience the Six Pillars; How to Ensure Buy In at All Levels of Customer Experience; Working with the Sales and Marketing Teams to Streamline Customer Experience; How to Create an Internal Service Culture; The Role of Brands in Creating a Better Customer Experience; The Role of Products in Creating Better Customer Experiences; Price and its Role in Creating Better Customer Experiences; Place and its Role in Creating Better Customer Experiences; Promotion and its Role in Creating Better Customer Experiences; The Role of People in Creating a Better Customer Experience; Measuring Performance of Customer Experience Initiatives

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