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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Trending Sources

3 Ways Your Org Chart Creates B2B Customer Nightmares


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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Challenges and Opportunities of B2B Client Database


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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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.

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B2B Trends & Customer Success


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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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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Introducing Forrester's B2B Tech Customer Experience Index Methodology


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.

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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.

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Podcast Shorts: Get Real Feedback from Your B2B Customers


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


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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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

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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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.

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


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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Transforming the B2B Supply Chain – a Whitepaper by Coreen Head


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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5 Tips for Transforming B2B Customer Feedback into Action


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.”.

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


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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Best Practices For Managing CX Via B2B Partner Networks


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


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.

Leading Customer Success in a B2B Business, With Jose Vergara – CB019

Customer Bliss

Episode Overview. There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” ” Are they synonyms? Do they mean very different things? What does it all mean for a CCO?

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How to Simplify B2B Customer Experience Improvement


Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine.

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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.

B2B Customer Experience Is Grounded In Collaborative Relationships


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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How to Create Effective B2B Retargeting Campaigns


Guest post by Sheri Kimura, Communications Manager at AdGear. Does your sales team wish that they could create some sort of relationship with prospects before reaching out to them for the first time?

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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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Using B2B VoC to Transform Customer Experience


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.

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


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

Multichannel Support Will Burn Out your Customer Support Team in 2016


B2B Blog customer service Featured Innovation customer support linkedin research software technologyManaging time and workload will be the biggest challenge that customer support professionals face in 2016.

B2B Customer Journey Maps: New Wisdom


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


Lead Generation: What are the Differences Between B2B and B2C Markets?

Magellan Solutions

Businesses have to be aware of the two main market models: business to business (B2B) and business to consumer (B2C). Business-to-business, or B2B, is the situation wherein one business engages in a commercial transaction with another business. Lead generation B2B and B2C marketing

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The Science of B2B Retention Selling


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?

3 Ways to Expand Customer Experience Consciousness


B2B Blog Customer Experience Featured biases customer experience management customer personas customer service linkedinYou only know what you know. That’s the insurmountable truth about each human’s perspective. Our lens is just that – ours.

Bridging the B2B Customer Experience Chasm: Addressing the Talent Gap

Think Customers

My colleague Anna Papachristos recently wrote an insightful article about the findings in Accenture Strategy's 2015 B2B Customer Experience report. The report underscored how despite the understanding of executives about the value that B2B customer experience initiatives can generate, the vast majority of B2B companies are missing out on revenue growth opportunities due to poor performance.

The Good and Bad in B2B Marketing

Daniel Group

The post The Good and Bad in B2B Marketing appeared first on The Daniel Group. General b2b advertising b2b marketingGuess what folks? I’M BACK! After a brief hiatus, the man with questionable grammar and curiously conversational writing style has returned. I was stunned by a terrible commercial the other night. I couldn’t wrap my head around it and for. Read More.

6 Product Design Questions Every B2B Customer Experience Manager Should Be Able To Answer

Daniel Group

The comment reminded me of a valuable lesson I learned as a B2B product manager: customers aren’t buying your product, they’re paying you to satisfy their needs 2. Once you do this, especially in B2B markets, you realize the second implication, which is that your “product” likely won’t satisfy all of your customers’ needs… it must be wrapped in excellent marketing, sales, training, support, and service. Service Improvement Understanding Your Customer B2B VoC

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7 Things Your Customers Wish You Knew About Them


B2B Communications Customer Experience customer service Featured call center linkedin management personalizationHeads up …when it comes to customer service, certain (painful) truths are universal.

In B2B Relationships, Being a Trusted Advisor Matters

Heart of the Customer

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.

New research on "Making the case for CX in B2B". Be part of this research.


Deanna Laufer and I are collaborating on a new report on How to make the case for customer experience in B2B. With longer sales cycles, fewer customer accounts, and an abundance of client roles and influencers, B2B companies are challenged in making the link between improving customer experience (CX) and financial results. But without this link, B2B companies will struggle to get adequate funding to sustain their CX programs over the long term. Read more Categories: B2B.

Sold! Why customer recommendations matter in B2B sales

Daniel Group

Word-of-mouth may work in B2C, but does it apply to B2B? Sofas are one thing, but do customer recommendations really influence multi-thousand or million-dollar B2B sales and repeat business? Customer recommendations are arguably more important in B2B sales.

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