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 journey

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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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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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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 !

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Maximizing the “Uncontrollable” in the B2B Customer’s Journey

MaritzCX

For many business-to-business (B2B) companies, relationships with customers are ongoing, which gives these companies the opportunity to improve on relationships over time.

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CX Leadership in the International Gas and Energy B2B Industry with Antonio Susta

Customer Bliss

As a marketer, he was a fan of B2B marketing for technical products, and spent almost 10 years with Air Liquide , where he became familiar working in a large B2B company in the gas and tech industry.

Video: Challenges and Opportunities of B2B Client Databases

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.

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The Reliable Guide to B2B Lead Generation without Cold Calling

Genroe

The post The Reliable Guide to B2B Lead Generation without Cold Calling appeared first on Genroe. B2B - Business to Business Best Practices B2B digital marketing inbound marketing lead generation salesBy Adam Ramshaw I’ve specialised in lead generation for 25 years now. Sometimes as a front line account manager. Sometimes as a business owner. And, you know, I hate cold calling. Love talking to people about their challenges and helping them solve business problems.

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B2B Customer Experience: Do This, Not That

ClearAction

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

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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 !

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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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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.

Maximizing the “Uncontrollable” in the B2B Customer’s Journey

MaritzCX

For many business-to-business (B2B) companies, relationships with customers are ongoing, which gives these companies the opportunity to improve on relationships over time.

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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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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.

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B2B Journey Mapping Best Practice: Follow Up

Heart of the Customer

B2B journeys are different from those of consumers. The post B2B Journey Mapping Best Practice: Follow Up appeared first on Heart of the Customer. Consumer relationships are often anonymous – how many Coke customers have ever met somebody from the company?

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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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B2B Mystery Shopping Improves Your Business

Ann Michaels and Associates

B2B Mystery Shopping To Improve Your Business. Business-to-business (B2B) mystery shopping works in the same manner, with the one exception being that customers, or mystery shoppers, will pose as companies or customers calling to inquire about your services and products.

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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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Solving Complex Challenges through B2B Customer Experience

ClearAction

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. ” Originally published as a special invitation CustomerThink Advisors monthly column on B2B Customer Experience : Strategic Action on B2B Voice of the Customer.

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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

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Call For Participation: B2B Measurement and Analytics Providers

Forrester's Customer Insights

Are you an analytics platform or service provider serving primarily B2B businesses? Does your product or service help B2B insights professionals measure their results, understand B2B customers, and drive market growth?

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CX Wisdom You Need to Know From 6 Leaders in B2B Organizations

Customer Bliss

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Leading Customer Success in a B2B Business with Jose Vergara.

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Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson

Customer Bliss

Align Around Experience Podcast b2b b2c customer experience customer mapping unite silos unite the csuiteOverview.

B2C 139

Why Business-to-Business (B2B) Sales Organizations Need to Collect Prospect Experience Feedback

MaritzCX

Moreover, three recent trends in the B2B sales environment1 can. Collecting prospect experience (PX) feedback from your business customers during each milestone in the sales cycle sets a standard early on that customer-centricity is your organization’s top priority.

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Video: Challenges and Opportunities of B2B Client Databases

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.

B2B 260

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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B2B Customer Experience: Focus on the Fundamentals

Truthlab

Reading Time: 3 minutes When you’re trying to move the dial and improve CX in B2B environments, don’t think about trending ideas or buzzwords. The post B2B Customer Experience: Focus on the Fundamentals appeared first on truthlab.

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Are You Modernizing Your B2B Go-To-Market Strategies?

Forrester's Customer Insights

account-based marketing (ABM) B2B marketing customer data data insights data management data quality & data governance analytics B2B Marketing big data digital strategy

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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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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.

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Confirmit B2B Account Health

Confirmit

Confirmit B2B Account Health is a highly configurable solution designed to help you to understand account health and manage revenue risks from the frontline all the way through executive management in just 3 steps. For most companies, revenue is a top priority.

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Why Content Marketing Is An Effective B2B Lead Generation Strategy

Magellan Solutions

You probably know by now that B2B lead generation methods differ slightly from B2C lead generation methods, owing to the differences between individual consumers and companies. Improving your B2B lead generation results is easier to accomplish with content marketing.

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Back2Basics: Why B2B Marketers Should Differentiate On Customer Experience

Forrester's Customer Insights

age of the customer B2B marketing content marketing digital marketing B2B B2B Marketing customer experience customer obsession differentiation Marketing strategic messaging

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B2B customers are not just consumers 2.0

Heart of the Customer

As it’s published by B2B Marketing, it’s obviously targeted towards B2B (business-to-business) […]. The post B2B customers are not just consumers 2.0 Frequent readers of this blog know that I’m into all things journey mapping, regularly reviewing articles on the subject.

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B2B Customer Experience: 3 Tips to Take From the B2C Playbook

Truthlab

The post B2B Customer Experience: 3 Tips to Take From the B2C Playbook appeared first on truthlab. Reading Time: 2 minutes Earlier in the week we talked about sticking to the fundamentals and how B2C has led the way in prioritizing customer experience.

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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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The 6 Worst B2B Marketing Mistakes and How to Avoid Them

Genroe

I’ve heard it too many times from small businesses who no longer invest in digital B2B marketing. “We The post The 6 Worst B2B Marketing Mistakes and How to Avoid Them appeared first on Genroe. General Inbound Marketing B2B digital marketing inbound marketingWe tried it and it doesn’t work.

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B2B Customer-Centric Strategies

Natalie Petouhof

But today B2B the landscape of business-to-business relationships is changing. Industry-leading B2B companies increasingly respond to intensifying global competition by putting customer-centricity and experience at the heart of the strategy. For a very many B2B companies, across many sectors, the growing influence of customer-experience strategies and the bold moves of customer-centric leaders pose a critical challenge.

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Confirmit for B2B

Confirmit

B2B Organizations need a better way to collect, analyze, and react to customer, market, and employee feedback. We help B2B organizations listen to customers, markets, and employees.

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