SAP: B2B Customer Service

Executive summary

Esteban Kolsky, Head of Product (SAP CX Customer Service and Sales), knows customer service from top to bottom - from B2C to B2B. Talking to Erik Pfannmöller in this episode, they take a deep dive into the relation of both approaches and what it takes to deliver the right solution matched to your customers’ expectations. In the end it is all about  personalization, speed and efficiency.

In this episode, you’ll learn

• How SAP developed its B2B customer service strategy and builds its B2C service tools.
• Why it is crucial to apply lessons learned from B2C customer service to B2B to match customer expectations.
• How to deliver a hyper-personalized CX in B2B customer service.
• What Formula One cars and B2B customer service have in common.