Introduction: Investing in custom digital solutions
In a recent study, McKinsey & Company found that the customer-experience index ratings for B2B companies are significantly lower than those of their retail counterparts. Where most B2C companies score between 65-85 percent, many B2B ratings average less than 50 percent. Granted, customer-experience debt is not a surprising find for anyone these days but our observations, particularly for manufacturers of complex machinery, coincide with that of McKinsey.
Using a typical product lifecycle as the framework for analysis, this white paper will show how tactical investment in customized digital solutions can help manufacturers build better products and improve the customer experience.