1 Thing All B2B Companies Can Do To Improve The Customer Experience

Kerry Bodine

Here’s the problem: Individual B2B customers tend to have strong personal connections to one ( maaaybe two) people in the organizations they do business with. B2B customers reach out directly to their dedicated contacts whenever they have a question or problem. B2B CX Management

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5 trends in B2B customer experience management

Lumoa

Find out what are 5 leading trends in B2B customer experience management in 2019. Understand the influence of customer feedback on B2B operations. Drive your business-to-business operations to customer success and advocacy. RSS generated with FetchRss

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B2B Customer Experience Best Practices

Craig James

B2B 217

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.

B2B 258

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.

Mitchell: Excellence in the B2B Customer Experience

NICE inContact

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process.

B2B 156

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. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a. View Article.

B2C 232

B2B Sales Forecasting Methods

DemandJump

Why Is B2B Sales Forecasting Important? Marketing Attribution Lead Generation

B2B 56

Episode 39 – Important Nuances of the B2B Customer Experience

Kristina Evey

Shownotes… There are usually more “customers” in the B2B relationship than in B2C. Typically, there will be, among others, … … Read More Episode 39 – Important Nuances of the B2B Customer Experience. The post Episode 39 – Important Nuances of the B2B Customer Experience appeared first on Kristina Evey. B2B Culture Customer Experience Management Podcasting

B2B 131

Report: Tech Vendor NPS Benchmark, 2016 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years. Here’s the executive summary: For the […].

B2B 216

Why B2B Contact and Account Data Management Is Critical to Your ROI

64% of successful data-driven marketers say improving data quality is the most challenging obstacle to achieving success. Given data’s direct impact on marketing campaigns, reporting, and sales follow up, maintaining an accurate and consistent database is a top priority for B2B organizations. This latest eBook aims to help marketing leaders understand the impact of data management on their company’s ROI.

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. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a. View Article.

B2C 200

Part 1: B2B Customer Support Transformation Imperatives

Team Support

As we enter 2021 the strategic role of B2B Support must be aligned (or realigned) with overall corporate strategies. B2B Customer Support Customer Success

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Part 3: B2B Customer Support Transformation Imperatives

Team Support

TeamSupport is so customizable, it’s perfect for B2B companies. B2B Customer Support Proactive Customer SupportThis blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download.

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Part 2: B2B Customer Support Transformation Imperatives

Team Support

B2B Customer Support Proactive Customer SupportIn Part 1 of this three-part series we introduced the new report by ServiceXRG and TeamSupport.

B2B 59

Five Essential Pieces of a Prospecting Solution

As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster. This eBook aims to help B2B sales leaders better understand the five essential features your prospecting solution must include.

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. Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts. Guest Post by Robert C.

5 Promises That Define B2B Customer Success

Experience Matters

We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. Many B2B companies are realizing that customers aren’t buying products. The post 5 Promises That Define B2B Customer Success appeared first on Customer Experience Matters®.

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Report: B2B Customer Experience Best Practices

Experience Matters

We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Here’s the executive summary: Temkin Group research shows that although business-to-business (B2B) organizations are raising their customer experience (CX) ambitions, they still have a way to go before achieving their goals.

B2B 173

Unique Challenges of B2B CX

MaritzCX

Over the past 10 years or so, I have seen the shift around the client experience. It was at one time, a nice to have, a check the box, but with an ever-increasing global marketplace forcing a shift in how companies view and evaluate their client experience, it has evolved into a must have ! Personally. View Article.

B2B 200

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

B2B Content Marketing Statistics from 2020

DemandJump

There are a few key differences between B2B (that is, business to business) and B2C (business to consumer) marketing. B2B sales, for example, tend to be heavily relationship-based. That said, B2B marketing is still marketing to humans, and they’re emotional beings.

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The Future of Customer Experience for B2B Companies

Lumoa

So, what is actually happening to B2B customer experiences? Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture. This year, Forrester predicts that B2B firms will move from “just selling” to customer success management. For a growing number of B2B companies, the pathway to growth will be through CEM.

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The Difference Between B2C and B2B Customer Journey Mapping

GetFeedback

Simplified CX YouTube series episode on customer journey mapping for B2B and B2C companies. Videos

B2C 150

Five Ways To Plan For B2B Journey Mapping Success

Forrester's Customer Insights

As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”. age of the customer B2B B2B marketing customer experience measurement customer journey mapping employee journeyJourney mapping can be an energizing and eye-opening exercise in customer empathy. The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […].

B2B 114

Best Practices for Marketing Database Cleanse

Finding a vendor to cleanse and optimize your marketing database can be difficult if you don’t know what to look for. Download the eBook to get the most out of your database cleanse and find an appropriate vendor for your B2B marketing objectives.

Why a VOC program is vital to your B2B business – by Kimberly Holbrook

ijgolding

For a B2B company, the ability to retain clients can be the difference between success and failure. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value. WHY VOC WORKS WELL FOR B2B. Today, it’s just as important for B2B businesses to be customer-centric. In many ways, VoC programs work even better in a B2B environment by bringing much bigger rewards. DEPLOYING VOC IN A B2B ENVIRONMENT.

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The State of B2B Customer Experience Report

GetFeedback

Our 2020 research reveals a new outlook on the CX space and how to thrive in it. Reports

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Why B2B Needs to Transform Customer Experience to Remain Competitive in the Age of Digital

CXS

One framework I’m always reminded of is VUCA (Volatility, uncertainty, … The post Why B2B Needs to Transform Customer Experience to Remain Competitive in the Age of Digital appeared first on CX 2020.

B2B 173

Our Top Takeaways From This Year’s B2B Marketing Exchange

Influitive

Last week, Scottsdale, Arizona was abuzz with more than 1300 B2B marketers eager to get inspired by some of the industry’s best and brightest. This year’s B2B Marketing Exchange did not disappoint! The event featured some great keynotes and workshops spanning topics including, how B2B brands can harness the power of fandoms, how to connect. The post Our Top Takeaways From This Year’s B2B Marketing Exchange appeared first on Influitive.

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Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

Tech Vendors: Good CX Correlates to Referenceable B2B Clients

Experience Matters

The post Tech Vendors: Good CX Correlates to Referenceable B2B Clients appeared first on Customer Experience Matters®. B2B CX Customer experience Tech VendorsIn our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference.

B2B 169

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 […].

B2B 163

Understanding B2B Buyer Personas: 3 Common Mistakes You’re Probably Making

Team Support

It’s an essential component of the company business plan, but what is a B2B Buyer Persona, and why is it an important component of your company? What are B2B Buyer Personas? In essence, B2B Buyer Personas are target consumers.

B2B 59

Report: Tech Vendor NPS Benchmark, 2015 (B2B)

Experience Matters

B2B CX Benchmarks Customer Connectedness Net Promoter Temkin Group Research Accenture ACS Adobe ADP Alcatel-Lucent Apple Autodesk BMC CA Capgemini Cisco Citrix Computer Sciences Corporation CSC Dell Deloitte EDS EMC Fujitsu Google Hitachi HP IBM IBM SPSS Infosys Intel Intuit McAfee Microsoft NetApp Novell Oracle Pitney Bowes Red Hat Salesforce.com SAP SAS Institute Siemens Sun Microsystems Sybase Symantec Tata Consulting Services Trend Micro VMware

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3 Mistakes Organizations Make While Developing ABM Programs

While B2B research suggests organizations are thriving through successful ABM programs, getting just one campaign off the ground is more difficult than it seems. From building an account universe to understanding to orchestrating sales and marketing alignment around touchpoint and messaging, there are a number of variables to consider before launching a program.

B2B Now Feels B2C. Here’s How to Consumerize Your Enterprise Product

Wootric

Don’t let the terms B2C (Business to Consumer) and B2B (Business to Business) confuse you. Welcome to the consumerization of B2B; your customers have been expecting you. The B2B focus: from customer to end-user. In the not-so-distant past, B2B tech was big.

B2C 52