Customer Experience (CX) is a trendy driver for Master Data Management (MDM) and Product Information Management (PIM).
When talking about CX we may have to distinguish between 3 main kind of user types:
- Consumers (in households)
- Small Office, Home Office (SOHO) users
- Corporate users
The critical differences between pleasing consumers in B2C and pleasing business users in B2B was discussed in the post B2C vs B2B in Product Information Management. A crucial distinction is the use of data as told in the post Where to Buy a Magic Wand?
Business users can be divided into those in small self-owned business’s as craftsmen, farmers, small shop owners, freelance consultants and many more and then corporate users who buys on behalf of a legal entity typically within a team of users.
There are intersections of customer experience preference patterns between these groups and then we are all humans regardless of our role in time. Earlier this year I presented a webinar, hosted by Riversand, on this topic. Find the link and the introduction in the post The relation between CX and MDM.