This Merkle whitepaper looks at the CXM trends in 2021. The shelter-at-home restrictions, office closures and travel reduction in 2020 have had a big impact on how B2B business behave, resulting in vast shifts in how B2B professionals communicate and how they buy. Merkle B2B’s B2B International and gyro conducted research with 500 B2B companies to see how they’ve changed and what their priorities were. The research divided respondents on the basis of them being leaders or laggards in order to understand where the most successful companies prioritized CXM investments and activity.
