Business To Business Customer Experience Management

Delivering an exceptional B2B customer experience isn’t just about meeting the needs of a single user. It’s about aligning with the goals of multiple stakeholders at every stage of the buyer journey.

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What We Help You To Do

Understand

Understand your buying groups

We’ll help you move from individual touchpoints to holistic account management, ensuring you’re delivering meaningful engagement across every interaction.

Aggregating insights on key stakeholder
Developing account-based strategies and scoring models
Defining and designing data solutions for insights

Deliver

Deliver personalised experiences across accounts

B2B customer experience management (CXM) isn’t one-size-fits-all; it’s multi-layered, dynamic, and tailored to the priorities of different industries, departments and stakeholder needs.

Mapping account-based experiences
Defining activation solutions for specific personas
Implementing and managing campaigns and customer experiences

Connect

Connect seamlessly across channels

Consistency matters in customer experience management (CXM). We help you unify messages across every touchpoint, delivering a seamless experience that builds engagement, aligns goals, and delivers ROI.

Crafting multi-channel journeys
Integrating real-time data with existing CRM systems
Designing custom solutions

Measure

Measure incrementality and effectiveness

B2B decision-making can be complex. We help you make it simpler with insights that guide your budget and strategy.

Developing measurement frameworks and aligned dashboards
Measuring attribution based on decision-maker behaviours
Continuously optimising performance

Manage

Manage B2B marketing operations efficiently

Efficient marketing operations are the backbone of successful B2B customer experience management (CXM). We help your team focus on what matters, making every day easier and more effective.

Evaluating operating models and go-to-market approaches
Aligning sales and marketing
Managing and optimising technology

Whether you’re activating event marketing, nurturing key accounts or implementing dynamic content, we make it our mission to help B2B organisations connect with customers in a way that’s seamless, strategic, and scalable. Our experience is broad and deep. By diving into the nuance of different industries, we can make sure you’re set up for success – building trust, growing revenue and delivering measurable impact.

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Some Of Our B2B CXM Clients

The Benefits Of Better Customer Experience Management

Streamlined operations
Effective B2B customer experience management reduces inefficiencies, enabling your team to allocate resources more effectively across accounts and enhance communication and collaboration.
Better decisions
With a data-backed view of every account, you’ll be able to make decisions confidently, act swiftly, and remain agile in a competitive market.
Time to stand out
With everyone working cohesively towards the same goals, your team will have more time for the strategy and creativity that keeps your business front of mind.

Tap CXM has been a great partner for Arup. Their customer-first approach was evident from day one. James and the team truly invested the time to understand how our business works, which meant solutions and recommendations were aligned to our structure and processes. This really helped to set us up for success and provide a solid foundation for growth.

Sarah Dilernia, Global Marketing Technology Programme Manager, Arup