5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics
AUGUST 31, 2016
Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Here are 5 ways B2B companies are currently implementing these strategies through modern customer support software…. Guest Post by Robert C.
How B2B Companies Become Customer Experience Leaders
FEBRUARY 23, 2016
Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. The B2B customer experience proves to have its complexities. In short, yes.
3 Ways Your Org Chart Creates B2B Customer Nightmares
JULY 6, 2015
When a B2B customer is trying to determine who to call or what to do, the first line of defense is often sales. These are the earliest relationships formed, and for a B2B customer, their “guy” is who they think of when they know they need to call someone. Here are a few ways your org chart can get in the way of a great B2B customer experience. Think about it. Right?
Challenges and Opportunities of B2B Client Database
DECEMBER 4, 2015
One of the frequent obstacles of launching a customer experience program presented by many B2B clients is the lack of a quality list of customers to contact. Client database challenges present themselves in a variety of formats: Scattered Account List. Maybe the organization grew by a series of acquisitions, or maybe no one will commit. View Article
7 Ways to Mystery Shop your B2B Experience
NOVEMBER 10, 2014
Is mystery shopping a business-to-business (B2B) organization possible? Understanding your customer’s journey in a B2B environment takes more finesse. Here are a few ideas on how to approach being a mystery shopper of your own B2B organization. Customer service is often considered only after the sale in B2B relationships, but these folks know everything. Trust me.
Customer Journey Maps in B2B
SEPTEMBER 2, 2015
This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. While this can be a great starting off point for a B2B company to examine the way a customer interacts with the different areas of the business, it’s only the beginning for improving the customer experience. Are you doing it wrong? Probably not. IT Support.
Letting Customers Contribute to the B2B Experience
JANUARY 17, 2011
Spice it Up in B2B. Spiceworks is a great example of letting customers contribute in the B2B space. Advertising B2B Marketing Community Customer experience Customer loyalty Customer strategy social media B2B Forrester Groundswell Jones Soda SpiceRex SpiceworksHow can companies get their customers more engaged and involved? Customers Contribute.
Podcast Shorts: Get Real Feedback from Your B2B Customers
AUGUST 25, 2016
The Net Promoter System in a B2B setting also solicits feedback from customers. Learn more : Get Real Feedback from Your B2B Customers. B2B PodcastMost companies that serve other companies solicit feedback, often in the form of quarterly or semiannual satisfaction surveys. But that’s where the similarity to conventional methodologies ends. Click here to view more episodes.
How To Make The Case For Customer Experience - For B2B Pros
JULY 24, 2015
Are you working as a CX pro in a B2B company? In fact, many CX pros in B2B companies we spoke with struggled to get funding for their efforts: because they can't isolate the role of CX in driving financial success, they lack insight into how different clients' experiences affect purchasing decisions, or they don't gather sufficient data about these experiences. Following their lead, you should: Read more Categories: B2B customer experience. B2B customer experience CX Customer Experience business caseYou are not alone. business case.
How to Increase Synergy in B2B Voice-of-the-Customer
JULY 21, 2016
How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. Answers to “What is the level of coordination across B2B CXM practices?” Source: ClearAction B2B CXM Best Practices Study. Originally published as an exclusive CustomerThink Advisor column; see readers’ and author’s comments: How to Increase Synergy in B2B Voice of the Customer. Right?
Help your B2B clients, help yourself
Heart of the Customer
DECEMBER 21, 2016
As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. The post Help your B2B clients, help yourself appeared first on Heart of the Customer. By serving multiple clients, you can see something they can’t – and that they most definitely need to know. Your clients use your products and services in a vacuum. Customer Experience
B2B Customer Service Metrics & More - Frank Reactions
MARCH 9, 2015
Which is more important for B2B Sales: Customer Service or Price? When I first started selling business-to-business (B2B) services, I really believed all the people who turned me down by saying, “It’s too expensive.” ” I sweated over whether I was … Continue Reading → The post B2B Customer Service Metrics & More appeared first on Frank Reactions. B2B Blog Customer Service / Customer Experience Frank Reactions Podcast Internet Marketing Sales Shows channel conflict dashboard metrics
B2B Trends & Customer Success
JUNE 28, 2016
Around the end of each year, something weird happens to B2B marketers: they all tend to drop their usual hats in exchange for a crystal ball and as a result, the marketing world is flooded with posts about what to expect for the next year in trends. In the last year, have you noticed any B2B trends that have changed how you do your job? Driven by data. Outbound Returns.
Transforming the B2B Supply Chain – a Whitepaper by Coreen Head
APRIL 20, 2015
B2B B2B Supply Chain B2B Supply Chain Transformation Coreen Head OmPrompt I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. Transforming a business culturally, behaviorally and systemically is an enormous, long term challenge for the majority of companies all around the world. To truly transform, individuals and companies need […].
B2B Customer Experience Professionals: Do You Know Who Your Customers Are?
OCTOBER 7, 2015
In April 2015 , we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). That early discussion focused on the fact that in B2B scenarios there isn't one "customer," but multiple stakeholders within a client account whose work depends on interactions with the vendor. Now we're ready to elevate this conversation to its next level: How do B2B CX pros help their businesses find the stakeholders who matter? B2B customer experience Customer Experience
Report: Tech Vendor NPS Benchmark, 2015 (B2B)
SEPTEMBER 16, 2015
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous three years. Overall, the tech vendor industry’s average NPS jumped to 31.8
Best Practices For Managing CX Via B2B Partner Networks
JANUARY 5, 2016
While much of the glitz and glam around customer experience has orbited around B2C organizations, Forrester believes that the imperative shift toward customer experience and subsequently, customer centricity, is creeping into the B2B space - sooner than we might expect. Here are several of the key collaborative principles that can help B2B companies foster better partner alignment: · Apply B2C tools to understand your partners. Read more Categories: B2B. All of which pose sizable obstacles to CX professionals in such organizations. customer experience ecosystem.
How To Win Funding For CX In B2B – 4 Steps To Building A Burning Platform To Spark Action
JULY 24, 2015
Are you working as a CX pro in a B2B company? In fact, many CX pros in B2B companies we spoke with struggled to get funding for their efforts --because they can't isolate the role of CX in driving financial success, they lack insight into how different clients' experiences affect purchasing decisions, or they don't gather sufficient data about these experiences. That's why Deanna Laufer and I researched how B2B companies like Cisco Systems, Sage Software, Optum, Shell, and Tetra Pak have conquered these challenges and built a burning platform for their CX initiatives.
5 Tips for Transforming B2B Customer Feedback into Action
NOVEMBER 4, 2015
The post 5 Tips for Transforming B2B Customer Feedback into Action appeared first on Clarabridge. Guest blogger Kim Zieroth is the Senior Customer Loyalty Manager, Analytics, for GE Healthcare. “We We wouldn’t have found this with our traditional market research.”. This is exactly the kind of thing I love to hear in my role leading the Customer Insights program for GE Healthcare.
The Relationship Between Customer Engagement, Loyalty And Revenue
OCTOBER 11, 2015
In today’s hyper-connected world, people aren’t shy about sharing their opinions—and B2B buyers are listening. The 2015 B2B Buyer’s Survey Report found that 20% of respondents consider peer recommendations one of the top information resources when researching potential vendors (along with web research and analyst reports). The B2B Marketer’s Field Guide To Customer Engagement.
B2B Customer Experience Is Grounded In Collaborative Relationships
APRIL 10, 2015
On a recent podcast with my colleagues Deanna Laufer and Sam Stern , I was asked about the difference between business-to-consumer ( B2C ) and business-to-business ( B2B ) customer experience ( CX ). This puts stress on the B2B CX organization -- how do you coordinate these many experiences to ensure each of these stakeholders gets the value they seek from the firm? Read more.
Maximizing the “Uncontrollable” in the B2B Customer’s Journey
MARCH 9, 2017
For many business-to-business (B2B) companies, relationships with customers are ongoing, which gives these companies the opportunity to improve on relationships over time. Typically, these companies first take the information they obtain from customer journey mapping to make internal improvements to their own processes with an eye toward making the customer experience better. In addition to.
B2B Marketers: Borrow From B2C Loyalty Tactics To Deepen Business Relationships
Forrester's Customer Insights
MARCH 20, 2015
After almost every loyalty-related speech I give, I get some variation of the following question: "How does this apply to B2B?" " Sure, customer loyalty programs are most frequently associated with consumer-facing rewards schemes, but earning customer loyalty is very important for B2B companies too. After all, loyal and satisfied B2B customers provide testimonials, case studies, and referrals that result in a fuller and more qualified pipeline of new business. B2B marketing Customer Insights Loyalty programs customer loyalty Loyalty programs.
Leading Customer Success in a B2B Business, With Jose Vergara – CB019
AUGUST 30, 2016
Episode Overview. There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” ” Are they synonyms? Do they mean very different things? What does it all mean for a CCO? Jose Vergara is the Chief Customer Officer of McKesson Medical Imaging. About Jose. Jose’s path through this work. What metrics are tied to that? Podcast
How to Simplify B2B Customer Experience Improvement
AUGUST 27, 2015
Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. So even after the sale has long since been completed, maintaining a consistent B2B customer experience is no easy task.
How CMOs Can Build Cross-Functional Relationships & Improve The Customer Experience
OCTOBER 15, 2015
Best Practices Customer Engagement Customer Success advocacy advocacy marketing advocate marketing B2B advocates b2b cmo b2b customer engagement b2b customer loyalty b2b customer marketing b2b employee advocacy B2B marketing CMO customer engagement customer experience customer loyalty customer marketing CX cxupdate employee advocacy improve customer experience marketing next gen cmo NPS
Using B2B VoC to Transform Customer Experience
AUGUST 2, 2016
Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. About half of B2B firms are still in the pre-action stage of VoC maturity. Why is there a gap?
How to Create Effective B2B Retargeting Campaigns
MAY 3, 2016
Guest post by Sheri Kimura, Communications Manager at AdGear. Does your sales team wish that they could create some sort of relationship with prospects before reaching out to them for the first time? Thankfully, with the emergence of marketing tools, insight data, and flexible platforms, it is possible: you can warm-up your leads before your sales team makes the cold-call. Digital Marketing
New research on "Making the case for CX in B2B". Be part of this research.
APRIL 1, 2015
Deanna Laufer and I are collaborating on a new report on How to make the case for customer experience in B2B. With longer sales cycles, fewer customer accounts, and an abundance of client roles and influencers, B2B companies are challenged in making the link between improving customer experience (CX) and financial results. But without this link, B2B companies will struggle to get adequate funding to sustain their CX programs over the long term. Read more Categories: B2B. B2B customer experience. And we'd love your inputs. Please contribute to the research.
B2B Lead Generation Quickie: Getting Prospects Online
AUGUST 25, 2015
Given the role it plays in business and profit, companies can’t afford to neglect their B2B lead generation tactics. Outsourcing B2B lead generation. Here’s how they can make B2B lead generation work for them: Use the best tactics around. B2B lead generation is the bread and butter of business. Lead generation b2b lead generationIntegrate.
Multichannel Support Will Burn Out your Customer Support Team in 2016
FEBRUARY 3, 2016
B2B Blog customer service Featured Innovation customer support linkedin research software technologyManaging time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take steps to manage their workload more effectively.
Bridging the B2B Customer Experience Chasm: Addressing the Talent Gap
DECEMBER 22, 2015
My colleague Anna Papachristos recently wrote an insightful article about the findings in Accenture Strategy's 2015 B2B Customer Experience report. The report underscored how despite the understanding of executives about the value that B2B customer experience initiatives can generate, the vast majority of B2B companies are missing out on revenue growth opportunities due to poor performance. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
The Science of B2B Retention Selling
FEBRUARY 18, 2015
This session is relevant to CXOs and Sales/Marketing executives in B2B companies, especially in hi-tech or business services. Online Ticketing for The Science of B2B Retention Selling powered by Eventbrite. How to predict which clients you will lose (or will spend more). Are you confident in your post-sales team’s ability to secure renewal business? If you have a “land and expand” strategy, do know when you can expand your business in a given client? We will explore these questions, example cases studies and provide some practical approaches in this informal breakfast session.
3 Ways to Expand Customer Experience Consciousness
JULY 27, 2016
B2B Blog Customer Experience Featured biases customer experience management customer personas customer service linkedinYou only know what you know. That’s the insurmountable truth about each human’s perspective. Our lens is just that – ours. This is a particular challenge in customer experience. Think about it. And yes, this also […].
The Good and Bad in B2B Marketing
JUNE 17, 2016
The post The Good and Bad in B2B Marketing appeared first on The Daniel Group. General b2b advertising b2b marketingGuess what folks? I’M BACK! After a brief hiatus, the man with questionable grammar and curiously conversational writing style has returned. I was stunned by a terrible commercial the other night. I couldn’t wrap my head around it and for. Read More.
In B2B Relationships, Being a Trusted Advisor Matters
Heart of the Customer
OCTOBER 3, 2016
The post In B2B Relationships, Being a Trusted Advisor Matters appeared first on Heart of the Customer. There’s nothing more powerful than a trusted advisor. Each of us has our go-to people we call for advice. While a trusted advisor could be a mentor or a past or current co-worker, valued suppliers can also become trusted advisors. Customer Experience
Customer Relationships and Moments That Matter
FEBRUARY 22, 2017
I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. Sounds a bit like what happens in your personal relationships, but it's really not that far off for businesses to consider the same stages, both with their customers (B2B) and among their internal teams. B2B customer experienceAnd which are moments of failure?