B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
50%
50% -- cost to serve decrease for B2B businesses (2020)
Improving B2B customer experience and operations can decrease overall costs-to-serve by as much as 50%.
- Represents an upper bound ('as much as 50%')
- Based on operational improvements in B2B customer experience
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Lighthouse Research Team
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Source verified
Evidence graded
Value
50%
Unit
Percentage
Data Vintage
2020
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
McKinsey
Primary
Tier C
https://www.zobristinc.com/blog/better-b2b-customer-experience-boost-bottom-line/ ↗
Source Article
Better B2B Customer Experience: Boost Your Bottom Line
B2C companies have long understood the power of a positive customer experience. For example, custom recommendations on Netflix let subscribers find shows to watch. Meanwhile, tailored social media feeds can keep users scrolling for hours on end. With access to this level of personalized service on a…
Original Research
McKinsey
· Original study ↗
Methodology
Cited from McKinsey studies
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
B2B businesses: 50% cost to serve decrease. Source: McKinsey (2020). Via Lighthouse Intelligence -- https://lighthousedata.io/data/mckinsey-b2b-cost-to-serve-decrease
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<blockquote cite="https://lighthousedata.io/data/mckinsey-b2b-cost-to-serve-decrease" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>50%</strong> -- cost to serve decrease for B2B businesses<br><small>Source: McKinsey (2020) · <a href="https://lighthousedata.io/data/mckinsey-b2b-cost-to-serve-decrease" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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