Stop Treating B2B Customers Like Digital Novices
Harvard Business Review
MAY 10, 2016
As Bernard Hours, the former COO of Danone, put it, “On the internet, a brand has to become a person, to listen and to answer questions.” It was not that Salesforce.com didn’t offer the standard features, such as FAQs, platforms for user forums, and integration with the company’s webpage.
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