You could argue that the success or failure of any business-to-business (B2B) company scores is completely linked to customer service – far more than business-to-consumer (B2C). The buying process is longer, usually involves more people and the sums of money involved are much higher. There is often a deeper level of contact with prospects and a stronger relationship with customers once they buy.
According to McKinsey, while B2C companies enjoy an average customer service score in the 65 to 85 per cent range, business-to-business B2B company scores average less than 50 per cent. And as B2B customer expectations rise, the gap between the two offerings likely will widen.