B2B Pulse: Content Library

The ISBM Pulse content library contains archived copies of previous member meeting presentations, webinars, courses, articles/reports, and a multitude of other knowledge. This material is freely available for our ISBM members.

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Discovering the Truth About the Net Promoter Score (Jerry Thomas)

The promises of the Net Promoter Score (NPS) have captured the attention of many senior executives for the past 15 years, and NPS has risen to almost religious stature in the minds of some senior executives.  But are the assertions and promises of NPS true?  Or is NSP simply a good story that appeals to business leaders searching for clarity in a sea of confusion. This webinar by Jerry Thomas, President and CEO of Decision Analyst, discusses how NPS is calculated, review the strengths and weaknesses of the NPS formula, and suggest some other statistical approaches that might add value to customer satisfaction tracking data. 

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Building The B2B Omni-Channel Commerce Platform Of The Future (Dean Afzal and John Fisher)

Driven by their online buying experiences, savvy business to business (B2B) buyers are demanding omni-channel capabilities when making work-related purchases. But for B2B sellers, in today’s rapidly changing world, building an effective omni-channel experience for buyers is not easy. It requires integrating world-class technology and transforming legacy organization structures and process, all at the same time. Join two experts from SAP Hybris as they walk you through the digital transformation landscape – from what the new digitally enabled customers are expecting to what current B2B companies are providing.  Dean Afzal is the Global Marketing Director for B2B and John Fisher is the Global Head of Industry Marketing.  They will share insights from their co-sponsored Forrest research to their experience with a wide array of existing customers on how, and why, they transformed their organizations.

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