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Problem-solving: Vital to success in B2B financial services

Consumers and business customers are loyal for different reasons

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Problem-solving will distinguish outperformers in B2B financial services
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Problem-solving will distinguish outperformers in B2B financial services, but understanding the unique needs of consumers and business customers is crucial. While consumers seek empathy and personalization, business customers prioritize problem resolution and meeting changing expectations.

In this report, we delve into the key drivers of customer experience in B2B financial services. Discover the risks and opportunities involved in maintaining customer loyalty and gain valuable insights that can give your business an edge in the competitive financial services industry.

Steps to winning in B2B financial services

1

Establish a unique strategy. Differentiate with a focus on customer experience and learn from innovative providers.

2

Conduct a thorough diagnostic. Identify areas for improvement in the customer experience.

3

Design a tailored operating model. Customize operations to meet each customer segment's needs.

4

Harness the power of AI. Intentionally incorporate AI to enhance efficiency and experiences.

5

Build products with service in mind. Incorporate exceptional service into your products and solutions.

Dive into our thinking:

Problem-solving will distinguish outperformers in B2B financial services

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Steps you can take to establish a standout ESG M&A due diligence program:

1

Identify your motivation for the program

2

Develop a clear ESG strategy

3

Secure appropriate resources and assign responsibilities

4

Collaborate with external experts

5

Link ESG M&A due diligence to ESG strategy

6

Develop your ESG M&A due diligence framework

7

Perform ESG M&A due diligence procedures

8

Link ESG M&A due diligence findings to post-closing actions

9

Monitor and report findings to stakeholders

10

Continuously improve the due diligence process
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How KPMG Customer Advisory can help

KPMG can help you modernize the way you acquire, retain, and grow customer relationships. Combining market-leading industry experience with functional acumen and technical know-how, we can help you deliver greater return from your customer-focused investments.

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Our CX webinar explores lessons from leaders at American Express, Capital One and Morgan Stanley as KPMG shares insights from our latest financial services business-to-business (b2b) experience excellence research.

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Create differentiated CX with human and AI interactions. Read the 2023 US Customer Experience Excellence Report.

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Drive profitable growth in the digital age. Explore our publications on driving customer-centricity across your organization.

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Meet our team

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Scott Lieberman
Principal, US Customer Advisory Leader, KPMG LLP
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Melanie H. Dallavalle
Managing Director, Customer Advisory, KPMG US
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Chelsea Mene
Manager, Customer Advisory, KPMG US
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Image of Scott Lieberman
Scott Lieberman
Principal, US Customer Advisory Leader, KPMG LLP
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Image of Melanie H. Dallavalle
Melanie H. Dallavalle
Managing Director, Customer Advisory, KPMG US
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Image of Chelsea Mene
Chelsea Mene
Manager, Customer Advisory, KPMG US
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The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavor to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act upon such information without appropriate professional advice after a thorough examination of the particular situation. KPMG LLP does not provide legal services.

The information contained herein is not intended to be “written advice concerning one or more Federal tax matters” subject to the requirements of section 10.37(a)(2) of Treasury Department Circular 230.

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