Despite all the benefits of digitalization, it is hard to eliminate the differences between B2B and B2C due to their distinct characteristics in the context of customer experience.

Question

BlackTom AI · Accepted Answer

The statement to evaluate is: 'Despite all the benefits of digitalization, it is hard to eliminate the differences between B2B and B2C due to their distinct characteristics in the context of customer experience.'
Option 1: True. This option posits that even with digitalization, B2B and B2C maintain distinct customer experience characteristics. Indeed, B2B often involves longer decision cycles, multiple stakeholders, higher order values, and relationship-driven sales, whereas B2C typically centers on individual consumers, shorter cycles, and more impulsive or emotion-driven purchases. Digital tools can bridge some gaps, but fundamental differences in buying processes, decision-making hierarchies, and expectations tend to persist, making it credible that divergences remain.
Option 2: False. This option argues that digitalization fully eliminates differences between B2B and B2C in customer experience. While digital technologies can standardize certain touchpoints and enable scalable personalization, claiming that all distinctions disappear overlooks enduring structural and behavioral contrasts: procurement processes vs. shopping behavior, account management vs. direct consumer engagement, longer-term relationships vs. one-off transactions, and the role of trusted intermediaries. The persistence of these core differences is supported by both market dynamics and customer experience design principles, which differentiate B2B and B2C journeys even in digital contexts.
In summary, the proposition in Option 1 aligns with the nuanced view that digitalization reduces but does not erase fundamental B2B vs. B2C distinctions in customer experience, while Option 2 oversimplifies by asserting complete convergence that is unlikely given the inherent structural differences between business buyers and individual consumers.

MKT3490W02 Exam-1 - MKT*3490- Requires Respondus LockDown Browser

Despite all the benefits of digitalization, it is hard to eliminate the differences between B2B and B2C due to their distinct characteristics in the context of customer experience.

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MKT*3490*W02 Exam-1 - MKT*3490- Requires Respondus LockDown Browser

Despite all the benefits of digitalization, it is hard to eliminate the differences between B2B and B2C due to their distinct characteristics in the context of customer experience.

查看解析

登录即可查看完整答案

类似问题

Which of the following is NOT important for excellent customer experience?

"Managing customer experiences" gives a company the ability to close the gap between

el Bulli's reputation was struggling and the restaurant was looking for new ways to add value to their customer experience.

Organizations can create experiential value (which includes psychological benefits) for customers in which of the four ways: ( Choose all that apply)

14. To improve their profits, physical shops are improving the Answer Question 14[input] offered to their customers.

What is a key expectation for each team member in contact with the customer at Maison Decotterd?

更多留学生实用工具

希望你的学习变得更简单

MKT3490W02 Exam-1 - MKT*3490- Requires Respondus LockDown Browser