Customer experience management in B2B markets: CXM value propositions and archetypical CXM strategies

For your marketing

Possible founder application

Treat this as evidence for the specific b2b growth and sales question studied. Compare the setting and sample to your company before changing a growth decision; use a local experiment where the paper does not match your context.

Reported result

What the study found

Defines Relieving, Enabling and Enriching CX value propositions and four archetypical CXM strategies: Champion, Cherry Picker, Minimalist and Fashionista; supplies a four-step managerial guide.

Research question

What the authors investigated

What customer goals and value propositions should guide B2B customer-experience management instead of a one-size-fits-all “more is better” approach?

Design

Conceptual synthesis and framework development from B2B customer-experience and value literature; proposes goal categories, CXM value propositions, four strategies and a research agenda rather than reporting a primary sample.

Sample and setting

No original respondent sample reported; B2B customer-experience management literature and business-market contexts.

Scope and transfer

Limitations to keep in view

No primary empirical sample; the article proposes a framework and explicitly calls for research on strategy drivers and contextual factors.

Research sources

Publisher DOI record and accessible article/abstract directly support the bibliographic record and the summary fields; editorial review remains appropriate for duplicate checking against the unseen 300-study library. Correction notices were not separately verified in this collection; consult the current publisher record before applying the findings.

Additional research source ↗