Harvard Business Review

MARCH 31, 2016

Forrester Research predicted that one million B2B salespeople will become obsolete by 2020, lost to e-commerce. In the late 20 th century, a proliferation of media options made buyers aware of products before talking to a salesperson, more so in B2C, but also in B2B markets. Yet the number of salespeople continued to grow.

B2B 8

B2B B2C Uncertainty Forrester 8

Harvard Business Review

APRIL 18, 2011

The role exists in B2B and B2C firms as diverse as Allstate, Dunkin' Brands, USAA, Philips Electronics, FedEx, the Cleveland Clinic, and SAP. Paul Hagen is a Principal Analyst at Forrester Research where he serves customer experience professionals.

B2C 15

B2C B2B Forrester Budgeting 15

Harvard Business Review

APRIL 26, 2011

Much of the conversation about customer-centricity focuses on business-to-consumer (B2C) firms. Kerry Bodine is a Principal Analyst at Forrester Research where she serves Customer Experience professionals. This post is part of Creating a Customer-Centered Organization.

B2B 15

B2B Airlines Travel Stage-Gate 15