ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Leadership Analysis 83

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Seeing the Full Picture.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

BirdEye

NOVEMBER 27, 2023

Organizations that effectively use customer feedback data to improve operations can expect a boost to their performance. Studies have shown that companies leveraging analytics and reporting tools experience an ROI increase of 25%. These core features include: 1.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That is what customers reward.

ROI 48

ROI Effort Score Customer Journeys B2B 48

Lumoa

MAY 5, 2022

The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience? CX is the customers’ experience of the product or service itself.

Strategy 277

Strategy Customer Experience How To Analysis 277

ClearAction

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.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods.

Marketing 93

Marketing Social Media B2C Advertising 93

BirdEye

MAY 3, 2023

Importance of marketing channels for a business B2B vs B2C marketing channels Top marketing channels for your business Frequently asked questions about marketing channels Conclusion Understanding marketing channels (what is it?) It is important to know the distinctions between B2B and B2C marketing channels to create effective strategies.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Lumoa

JUNE 30, 2022

There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Beyond Philosophy

NOVEMBER 10, 2014

An Insurance company reduced certain repeat calls from 76% to 6 % achieving millions of cost-cuts and also moved Customer satisfaction from 73% to over 90%. A B2B Telecom reduced costs by 36% and increased revenues by 7%. So, there you have it. I have made my case, and I am prepared to hear the counterarguments.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Forcivity Salesforce

APRIL 19, 2022

The increase in data collection and the inclusion of technologies like CRM for manufacturing is changing the way manufacturing approaches customer experience management as well. strengthens customer relationships through the data that’s being collected. How to improve customer experience. CX in Industry 4.0

Omni-Channel 52

Omni-Channel Customer Experience B2C B2B 52

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments.

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Look inside at CLV to determine ROI. Start with the facts.

Leadership 70

Leadership ROI CEM How To 70

BirdEye

NOVEMBER 7, 2023

Example: Email to the team: “The ROI on our latest campaign exceeded expectations. The post How to boost your business messaging with text abbreviations appeared first on Birdeye Customer Experience Management. Detailed analysis by EOD.”

How To 116

How To Social Media Communication ROI 116

ClearAction

NOVEMBER 26, 2017

But the shiny object syndrome, following the crowd, impatience, greed, self-centered thinking, and lack of due diligence in business case development have too often obscured the wisest business-to-business customer experience strategy (B2B CX) decisions. Because it is not sustainable for ROI. What Stakeholders Need.

Strategy 54

Strategy Customer Experience B2B Customer Journeys 54

PeopleMetrics

OCTOBER 25, 2017

Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1. The ROI customer experience. Billion in 2016 USD 13.18

CEM 122

CEM Customer Experience Customer Centricity ROI 122

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments.

Customer Experience 81

Customer Experience ROI NPS Return on Investment 81

ClearAction

MAY 24, 2016

High-pressure components of their customer experience include their reputation, productivity, time-to-market, cycle time, assets usage, opportunity cost, substantial financial risk, and career paths. B2B Customer Loyalty. B2B buying decisions are often complicated. B2B Decision Influencers. And rightly so.

B2B 59

B2B Call Center Financial Customer Experience Management 59

ClearAction

DECEMBER 27, 2017

” This has led to creation of common processes and systems for B2B and B2C client groups, rather than separate endeavors. The job of the customer experience management group is to facilitate, to advocate for the clients, to inform. Make sure that you hire the right kind of customer experience management team.

Customer Experience 54

Customer Experience B2B Banking Customer Journeys 54

ClearAction

DECEMBER 31, 2015

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. That all depends, in each sector, upon what’s best for customers. Highlights.

Customer Experience 48

Customer Experience Case Study Customer Journeys Net Promoter Score 48

BirdEye

DECEMBER 8, 2023

Build partnerships with businesses Offer long-term maintenance contracts Showcase your expertise in industry publications Promote online reviews strategically Attend relevant trade shows Create targeted ad campaigns Leverage LinkedIn for B2B marketing Let’s have a look at each of these tips in detail. Click on the banner to get started.

Tips 59

Tips Strategy Marketing Social Media 59

BirdEye

MAY 10, 2023

When you’re looking to grow your business, a marketing strategy will enable you to reach potential customers and effectively promote your products or services. Email marketing has an ROI of $36 for every $1 spent. Follow it up by showcasing the value of your products or service to educate and build customer relationships.

Examples 98

Examples Strategy Tips Marketing 98

ImprintCX Articles

MARCH 5, 2024

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. Whether an organization is B2B or B2C, selling FMCG or SaaS, the management of the brand and the experience customers have with that brand must be holistic.

Brands 52

Brands Customer Experience Management Customer Centricity 52

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. You want to see a complete view of your customers, what's going on, trends, etc.

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. ” Customer Experience Governance: Do This, Not That.

Strategy 48

Strategy Customer Experience ROI Sports 48

ClearAction

OCTOBER 25, 2015

1) Drive significant change in order to drive significant ROI : most customer experience efforts start out with a technology buy, taking cues from vendors about what customer experience managemen t entails. In truth, it boils down to making your company irresistible to customers and prospects. Carpe diem!

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

BirdEye

NOVEMBER 20, 2023

When it comes to B2B companies, the conversion rate for referrals stands at 11%, surpassing the average across all industries. Here’re a few compelling reasons why referral marketing holds potential as a growth strategy: Building trust: Referrals originate from trusted sources instilling confidence in new customers about your business.

Software 64

Software Marketing Multi-Channel e-support 64

ClearAction

SEPTEMBER 29, 2016

ClearAction and Marketing Future Forum help you center your business on customers, to accelerate and sustain growth. ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI.

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Forrester's Customer Insights

DECEMBER 27, 2023

Customer experience (CX) has been a professional competency for two decades, and “Prove CX ROI” is still our CX clients’ top priority! Obstacles Ahead! Forrester’s data shows that 86% of CX professionals are building (or rebuilding) their business cases.

ROI 33

ROI Data Customer Experience Customers 33

ClearAction

AUGUST 16, 2016

There’s really no way to separate customers, as our ultimate funders, from any other business strategy. This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). 3 Types of Customer Experience Action Essential to ROI.

Voice of Customer 48

Voice of Customer Customer Experience Sports Customer Experience Management 48

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Likely, the promise of CXM ROI has been alluring to executives who have asked for quick wins and near-term gains.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

ClearAction

NOVEMBER 18, 2015

Customer Experience for the Future: Brilliance by Pattern Discovery. And likewise, business growth from customer experience management is the product of discovering patterns. And the holistic viewpoint afforded to managers of all kinds can certainly catapult service and company-wide customer-focus.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

ProProfs Chat

MAY 6, 2020

Improving Customer Experience Statistics. Marketing Customer Experience Statistics. B2B Customer Experience Statistics. Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ClearAction

FEBRUARY 23, 2015

Acknowledge that there are a lot of things behind-the-scenes that customers think about and consult, and it's an incomplete journey map until you've discovered those aspects of the customer's experience. For B2B in particular, find out who cares about what and why for each step of the customer experience journey.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

Pink Guava

MARCH 25, 2019

No wonder we see soo many product startups sink in first year of launch because they are not able to sell and redeem the basic cost as their customers do not stick to them or they are not able to generate a positive traction for their product. My product is B2B, what could be the right strategy to become B2C. But growth is a concern.

Guidelines 40

Guidelines Customer Experience Management B2C Strategy 40

ClearAction

MAY 28, 2015

Brands with the best customer experience or service like Zappos, REI, Trader Joes, Nordstrom, Ritz Carlton, Adobe, Boeing, and American Express — they pay attention to their customers first and themselves second. Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters.

Company 48

Company Customer Experience Social Media Customer Journeys 48