The text emphasizes the revenue potential of customer service in B2B companies. It highlights the importance of retaining existing customers over acquiring new ones due to cost-effectiveness and revenue generation. Five disruptions impacting B2B experiences are outlined, along with strategies to adapt, focusing on proactive CX, AI integration, after-sale service, product usage encouragement, and data-driven insights. The conclusion underscores the transformational power of CX and CS teams, advocating for a shift towards AI-supported models and proactive approaches to enhance customer value and drive revenue growth.

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