In this episode, Clint Sears speaks with TreviPay leaders Inez Berkhof-Hollander and Kauleen Adiutori about the role managed services play in B2B customer loyalty.
The conversation centers on one practical idea: loyalty is built through consistent execution. Buyers may remember the product, price or sales experience, but their ongoing relationship is shaped by what happens after the order. That includes onboarding, credit approval, invoicing, dispute resolution and the way exceptions are handled.
As B2B buyers expect faster, clearer and more consistent purchasing experiences, enterprise teams are under more pressure to reduce friction across the order-to-cash process. AI and automation can help with routine work, but this episode explains why human-led service still matters when issues are complex, urgent or tied to customer relationships.
What You’ll Learn
- Why managed services are becoming a stronger part of the customer experience
- How invoice accuracy, onboarding speed and dispute resolution can affect loyalty
- Where AI can support operations without replacing human judgment
- Why exceptions often define how buyers remember a supplier
- How enterprise leaders can think about managed services as part of growth planning
Who Should Listen
This episode is useful for leaders in finance, operations, customer experience, ecommerce and order-to-cash who want to improve the B2B buyer experience without adding more internal complexity.
