Customer experience management in IT services market in B2B segment

The article explores customer experience management in the B2B IT services market, viewing customer experience as a key factor for success and sustainable growth in fierce competition and rapidly evolving technological trends. It examines IT service providers' strategies and tools and technologies used to enhance customer experience (CRM systems, artificial intelligence, and machine learning). Particular attention is paid to methods of measuring customer experience that help companies optimize resources and improve critical aspects of customer interactions. Examples of successful companies that leveraged analytics platforms to significantly increase customer satisfaction and improve their financial performance are provided. The article emphasizes the importance of ongoing measurement and analysis of customer experience and the necessity of creating specialized structures within IT companies to develop and implement effective customer experience management strategies, thereby contributing to improved service quality and increased customer loyalty.