B2B Customer Experience Benchmark Report 2016


Delivering a consistent customer experience is the cornerstone of successful B2B marketing. But managing the channels, people, and content that support CX is still a major challenge for organizations across industries.

In this report, we examine the key drivers and barriers to an effective B2B customer experience, specifically for marketers. It serves as a benchmark, providing invaluable insights on methods for improving the marketing content and programs that power your marketing strategy—and ultimately shape the customer experience.

Key Takeaways:

  • Only 12% of B2B marketers rate themselves as “very effective” at delivering a consistent customer experience 
  • 85% of B2B marketers agree that consistency across content, teams, and channels is the backbone of an effective customer experience
  • The top three barriers to success are inefficient internal processes, tracking and reporting the right metrics, and lack of alignment across internal teams 
  • Lead generation and revenue were ranked as the top two marketing priorities, yet only 41% of B2B marketers consider their organization to be truly data-driven

Download the full report to discover the strategies and tactics behind world-class CX, and learn the steps you need to take to deliver effective, marketing-driven customer experience. 

About Kapost

Kapost is a B2B marketing operating system that enables marketers to manage the marketing function amid the complexity of the digital age. Kapost aligns your organization's teams, tools, and channels, so you can effectively execute, distribute, and analyze content across your buyer's journey.