Reading Time: 3 minutes The challenges and complexity of B2B transactions are well documented, and include the following The stakes are higher: The stakes are higher at every B2B touch point because B2B transactions are typically lower volume/higher value. MORE
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. MORE
Align Around Experience Podcast b2b b2c customer experience customer mapping unite silos unite the csuiteOverview. MORE
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. MORE
In B2B, however, the concept is not new at all – the independent endorsement of “thought leaders” is a well-established means to enhance product/service credibility and trustworthiness. The post Seven ideal characteristics of a B2B influencer appeared first on Think CX. MORE
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. MORE
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. MORE
If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. MORE
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. MORE
Overview. How do you transform the culture and operations of your company to benefit the lives of your customers? MORE
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. MORE
The More You Talk, The Less You Listen Welcome to the fourth installment of our 5-part series about accelerating growth in B2B companies. The post [Part 4] 5 Ways B2B Companies Can Accelerate Growth appeared first on Waypoint Group. MORE
The post Press Release: Truthlab Unveils CXM Solutions for B2B Companies appeared first on truthlab. MORE
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 ! MORE
But some customers, even those in business-to-business (B2B) markets, are seeking far more from their purchases — hope, self-actualization and motivation. In recent months, he has been expanding the framework to consider the specialized needs of companies in B2B markets. MORE
B2B Customer Experience Customer ServiceCarle Publishing is a great example of a business that made the Customer Experience they deliver their #1 competitive advantage. Carle Publishing, headquartered in Eastern Canada, competes in a specialized niched marketing industry. However, they have been experiencing incredible sales growth and Customer retention. Carle Publishing creates customized printed and digital magazines for regional and […]. MORE
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. MORE
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 MORE
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. MORE
For many business-to-business (B2B) companies, relationships with customers are ongoing, which gives these companies the opportunity to improve on relationships over time. MORE
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 […]. MORE
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 MORE
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. MORE
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. MORE
Earlier this year, Forrester’s South African PR team approached me with an opportunity to share a bit of our B2B thought leadership worldwide. He was delighted to find a kindred-spirit in heralding a revival and reawakening in B2B […]. MORE
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. MORE
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. MORE
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. MORE
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? MORE
The post Does Your B2B Organization Find Much Value in NPS? Reading Time: 1 minute I am an avid reader of @btemkin of the Temkin Group and most of you have probably read a lot of his fantastic content. Bruce recently posted about a subject I feel passionate about and had to pass it on to you. MORE
Business-to-business (B2B) firms can benefit from a similar methodology to assess their emerging CX practices. Using the B2C-oriented CX Index as a foundation, we created the Forrester B2B Tech Customer Experience Index , which we are unveiling today. The B2B Tech CX Index is designed to account for the key differences between B2B and B2C technology companies in managing a customer experience: Read more Categories: B2B Customer Experience Index. MORE
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. MORE
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. MORE
B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Ways to Integrate B2B Influencers’ Views. Originally published as an Advisor monthly column on CustomerThink.com as B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. MORE
What makes a B2B customer experience memorable? B2B customer experience can be tricky! What are some clever ways you’ve seen B2B companies give clients a chance to see the experience from the end-user’s perspective? Do we really know? MORE
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. MORE
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. MORE
The deadline for compliance with the GDPR is May 25, 2018, but the preparations of many B2B marketers range from nonchalant to indifferent. In our research interviews and inquiries about the GDPR, we find that many B2B marketers don’t think the regulation is a relevant concern because they think the GDPR doesn’t apply to business […]. B2B B2B marketing GDPR MORE
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. MORE
How to manage the complexities common to B2B vendor-client relationships. The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. MORE
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. MORE
B2B Related Topics MaritzCX
JANUARY 23, 2018
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.
Heart of the Customer
APRIL 16, 2018
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?
Customer Bliss
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. Guest Post by Robert C.
ClearAction
NOVEMBER 7, 2017
B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Ways to Integrate B2B Influencers’ Views. Originally published as an Advisor monthly column on CustomerThink.com as B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.
Customer Bliss
MARCH 28, 2018
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.
Customer Bliss
NOVEMBER 7, 2017
Align Around Experience Podcast b2b b2c customer experience customer mapping unite silos unite the csuiteOverview.
ClearAction
DECEMBER 16, 2017
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.
360Connext
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.
Truthlab
DECEMBER 4, 2017
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.
Confirmit
APRIL 5, 2018
How to manage the complexities common to B2B vendor-client relationships. The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience.
ClearAction
NOVEMBER 14, 2017
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.
Customers Rock!
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 Spiceworks
Magellan Solutions
SEPTEMBER 28, 2017
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.
Confirmit
JANUARY 9, 2018
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.
Confirmit
JANUARY 9, 2018
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.
Truthlab
DECEMBER 7, 2017
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.
Truthlab
FEBRUARY 20, 2018
Reading Time: 3 minutes The challenges and complexity of B2B transactions are well documented, and include the following The stakes are higher: The stakes are higher at every B2B touch point because B2B transactions are typically lower volume/higher value.
Heart of the Customer
JANUARY 25, 2017
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.
Experience Matters
SEPTEMBER 11, 2017
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.
Forrester's Customer Insights
APRIL 9, 2018
Earlier this year, Forrester’s South African PR team approached me with an opportunity to share a bit of our B2B thought leadership worldwide. He was delighted to find a kindred-spirit in heralding a revival and reawakening in B2B […].
Natalie Petouhof
JUNE 27, 2017
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.
Forrester's Customer Insights
MARCH 14, 2018
The deadline for compliance with the GDPR is May 25, 2018, but the preparations of many B2B marketers range from nonchalant to indifferent. In our research interviews and inquiries about the GDPR, we find that many B2B marketers don’t think the regulation is a relevant concern because they think the GDPR doesn’t apply to business […]. B2B B2B marketing GDPR
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.
ClearAction
OCTOBER 10, 2017
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.
Waypoint Group
FEBRUARY 1, 2018
If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? But B2B is a completely different structure than B2C, and you’re most certainly missing out […].
Truthlab
SEPTEMBER 19, 2017
The post Press Release: Truthlab Unveils CXM Solutions for B2B Companies appeared first on truthlab.
Peter Lavers
FEBRUARY 22, 2018
In B2B, however, the concept is not new at all – the independent endorsement of “thought leaders” is a well-established means to enhance product/service credibility and trustworthiness. The post Seven ideal characteristics of a B2B influencer appeared first on Think CX.
Amity
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.
ijgolding
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 […].
Customer Bliss
NOVEMBER 28, 2017
Overview. How do you transform the culture and operations of your company to benefit the lives of your customers?
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.
Truthlab
DECEMBER 20, 2017
The post Does Your B2B Organization Find Much Value in NPS? Reading Time: 1 minute I am an avid reader of @btemkin of the Temkin Group and most of you have probably read a lot of his fantastic content. Bruce recently posted about a subject I feel passionate about and had to pass it on to you.
MaritzCX
APRIL 27, 2016
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 !
The DiJulius Group
MARCH 23, 2016
B2B Customer Experience Customer ServiceCarle Publishing is a great example of a business that made the Customer Experience they deliver their #1 competitive advantage. Carle Publishing, headquartered in Eastern Canada, competes in a specialized niched marketing industry. However, they have been experiencing incredible sales growth and Customer retention. Carle Publishing creates customized printed and digital magazines for regional and […].
ClearAction
JUNE 22, 2017
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
360Connext
JULY 1, 2015
What makes a B2B customer experience memorable? B2B customer experience can be tricky! What are some clever ways you’ve seen B2B companies give clients a chance to see the experience from the end-user’s perspective? Do we really know?
Waypoint Group
SEPTEMBER 15, 2016
The More You Talk, The Less You Listen Welcome to the fourth installment of our 5-part series about accelerating growth in B2B companies. The post [Part 4] 5 Ways B2B Companies Can Accelerate Growth appeared first on Waypoint Group.
Forrester
AUGUST 1, 2016
Business-to-business (B2B) firms can benefit from a similar methodology to assess their emerging CX practices. Using the B2C-oriented CX Index as a foundation, we created the Forrester B2B Tech Customer Experience Index , which we are unveiling today. The B2B Tech CX Index is designed to account for the key differences between B2B and B2C technology companies in managing a customer experience: Read more Categories: B2B Customer Experience Index.
Bain
AUGUST 9, 2017
But some customers, even those in business-to-business (B2B) markets, are seeking far more from their purchases — hope, self-actualization and motivation. In recent months, he has been expanding the framework to consider the specialized needs of companies in B2B markets.
MaritzCX
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.
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