B2C Influence on B2B Customer Expectations

MaritzCX

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.

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5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

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. Guest Post by Robert C.

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How B2B Companies Become Customer Experience Leaders

CX Journey

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. The B2B customer experience proves to have its complexities.

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The Ways And Means Of B2B Buyer Journey Maps: We’re Going Deep at Forrester’s B2B Forum

Forrester's Customer Insights

B2B B2B marketing Uncategorized B2B Marketing Buyer Journey Buyer Journey Map Engagement Marketing wizdoA very, very long time ago, a sales training instructor told me, “It’s the job of the sales person to teach the buyer how to buy.”

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3 Ways Your Org Chart Creates B2B Customer Nightmares

360Connext

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.

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Mapping the Local Online Review Strategy That Every B2B Needs

Grade.us

B2B companies are in trouble. It’s a component the vast majority of B2B companies struggle with. Then, to magnify the problem, the vast majority of B2B companies have little to no reviews. If you’re a B2B company, that’s devastating, here’s why.

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Forrester’s B2B Marketing Forum Reinforces The Concept Of “Customer As Compass” (And Covers What To Do About It)

Forrester's Customer Insights

I hope that nobody in your organization needs convincing that you should join us at the B2B Marketing Forum in Austin, Texas, this year (October 5 and 6, 2017). What’s unique is that we’ve designed the agenda to help B2B marketing leaders succeed at […].

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Top H1 2017 B2B Marketing Blogs — Opening A Window Into Your World

Forrester's Customer Insights

And at Forrester, the B2B marketing team is heads down, finalizing a lineup of amazing speakers and reviewing draft content for the (your) B2B Marketing 2017 forum coming up the first week of October […]. B2B marketing

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7 Ways to Mystery Shop your B2B Experience

360Connext

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.

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Why your B2B Customers won’t respond to your NPS survey, why it matters, and what to do about it

Waypoint Group

The post Why your B2B Customers won’t respond to your NPS survey, why it matters, and what to do about it appeared first on Waypoint Group. Customer Engagement Metrics Net Promoter (NPS) B2B b2b metrics Net Promoter net promoter score NPS Response Rate

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B2B Trends & Customer Success

Amity

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.

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Challenges and Opportunities of B2B Client Database

MaritzCX

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

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B2B Customer Service Metrics & More - Frank Reactions

Tema Frank

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.

Letting Customers Contribute to the B2B Experience

Customers Rock!

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 Spiceworks

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Customer Journey Maps in B2B

Waypoint Group

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. And to make it truly impactful in a B2B organization, there are some considerations that need to be made. Are you doing it wrong?

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Report: Tech Vendor NPS Benchmark, 2015 (B2B)

Experience Matters

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.

Two Minutes of Advice for B2B Marketers On Content Marketing Platforms

Forrester's Customer Insights

B2B marketers asked: What about us? Which platform suits B2B content marketing best?

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Customer Experience ROI Opportunities on B2B Touchpoints

ClearAction

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

How To Make The Case For Customer Experience - For B2B Pros

Forrester

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.

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Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

B2B CX Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Net Promoter Tech Vendors Temkin Group ResearchWe just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations.

Podcast Shorts: Get Real Feedback from Your B2B Customers

Bain

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.

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Transforming the B2B Supply Chain – a Whitepaper by Coreen Head

ijgolding

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 […].

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How To Craft Helpful B2B Customer Satisfaction Survey Questions

Comm100

This is where a B2B customer satisfaction survey comes into the picture. Running a B2b survey without well-defined goals is like running blindfolded. Sample Questions for a B2B Survey.

5 reasons why CX should focus on the B2B Pre-Sales Journey

Heart of the Customer

In the Harvard Business Review article, “The New Sales Imperative,” the CEB reports that in just the last two years the average number of people involved in a B2B purchasing decision has increased from 5.4

B2B Customer Experience Professionals: Do You Know Who Your Customers Are?

Forrester

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. B2B customer experience Customer Experience

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Handling The 3 Simple Reasons Why NPS Is So Difficult In B2B

Waypoint Group

We know that business thrives with more Promoters and fewer Detractors, so why is an improvement in NPS so difficult in B2B? We use the meaningless word, “Customer” Most B2B […]. Lessons Learned Net Promoter (NPS) B2B NPS

Net Promoter Score is Not an Effective Customer-Centric Strategy for B2B Companies

Truthlab

The post Net Promoter Score is Not an Effective Customer-Centric Strategy for B2B Companies appeared first on truthlab.

How to Increase Synergy in B2B Voice-of-the-Customer

ClearAction

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. See the full B2B CXM series.

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How To Win Funding For CX In B2B – 4 Steps To Building A Burning Platform To Spark Action

Forrester

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. B2B buyers. B2B customer experience.

Best Practices For Managing CX Via B2B Partner Networks

Forrester

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.

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CX and CS: Both are Required to Drive B2B Retention and Expansion

Waypoint Group

I was pleased to be able to join my friends from Workday and Gainsight for a video panel discussion in which we covered: How “Customer Experience” and “Customer Success” differ and critical complements to one another (i.e: B2B roles/persona for “users” vs. “buying committee”) Why voice-of-customer (VoC / customer feedback) must be a critical component for any B2B company pursuing […].

The Iceberg Effect in B2B Customer Feedback/NPS: Are you engaging those that matter?

Waypoint Group

The post The Iceberg Effect in B2B Customer Feedback/NPS: Are you engaging those that matter? Cool quote from Blynn Buckley at Cloudera, a dear client and incredible program manager: “I always think of non-responders like the part of an iceberg you can’t see — there can be dangerous unknowns lurking that put renewals and account health at risk.” The analogy needs little explanation: our research continues to find that silent accounts (those accounts that are […].

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B2B Customer Experience Is Grounded In Collaborative Relationships

Forrester

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 ).

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Help your B2B clients, help yourself

Heart of the Customer

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.

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5 Tips for Transforming B2B Customer Feedback into Action

Clarabridge

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.”.

B2B Customer Journey Maps: New Wisdom

ClearAction

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. This article was originally published on CustomerThink as part of an Advisor Column monthly series, Optimizing the B2B Customer Experience. B-to-B Customer Experience b2b customer experience journey customer experience journey map

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B2B Marketers: Borrow From B2C Loyalty Tactics To Deepen Business Relationships

Forrester's Customer Insights

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.

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Transform Your B2B Company From A Product-Centric Culture to Customer-Centric Culture with Sami Nuwar – CB79

Customer Bliss

Overview. How do you transform the culture and operations of your company to benefit the lives of your customers?

The Science of B2B Retention Selling

Genroe

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?

B2B Lead Generation Quickie: Getting Prospects Online

Magellan Solutions

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.