Customer Experience in B2B Markets:
Using Customer Feedback to Build Loyalty & Drive Long-term Revenue Growth
What are the latest trends in B2B Customer Experience (CX)? What strategies are B2B organizations using to not only retain their customers but grow and expand in strategic accounts?
Join Carolyn Galvin to hear the latest findings from Primary Intelligence’s 2016 State of Customer experience research, including:
- B2B Customer Experience attitudes and beliefs
- How firms are organizing to better meet customer needs
- B2B CX program spending patterns
- Typical length of B2B CX programs
- Cadence of collecting customer feedback
- Key benefits companies are receiving from their Customer Experience efforts
- B2B CX trending data between 2015 and 2016
- Recommendations for CX success within your organization
Our guest speaker:
As Director of Partnership Marketing, Carolyn Galvin works with referral and strategic partners to extend Win Loss and Customer Experience programs to a wider community of B2B buyers. She also produces syndicated research reports highlighting current trends and best practices in Win Loss and Customer Experience Analysis. Prior to her current role, Carolyn served as a Program Consultant and as Director of Industry Insights at Primary Intelligence since joining the company in early 2013.
Carolyn has nearly 20 years of market research, customer satisfaction, and competitive intelligence experience working for large corporations and research agencies, including Alcatel-Lucent, Juniper Networks, and Frost & Sullivan. Early in her career, Carolyn worked as an Intelligence Officer at the Central Intelligence Agency.
Prior to joining Primary Intelligence, Carolyn owned her own consulting firm, where she provided custom and syndicated research to clients worldwide on disruptive IT and telecommunications technologies.
Carolyn has two master’s degrees, one from the Thunderbird School of Global Management and a second from Georgetown University. She earned her bachelor’s degree from Hood College in Maryland. Carolyn has also taken advanced Competitive Intelligence, Strategic Planning, and Strategic Marketing courses at the California Institute of Technology, as well as Digital Marketing classes at the University of Illinois, Urbana-Champaign. Since 2007, Carolyn has taught online global business and management classes part-time at the University of Maryland.
Time & Schedule:
11:30 am – Registration & networking
Noon - Introduction & lunch
12:30 – 1:30 pm – Presentation, Q&A
Luncheon Cost: $35 for paid PSRF members and $55 for non-members ($10 late registration/walk-in surcharge applied after close of business Tues. afternoon before each luncheon)
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