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? MORE
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? MORE
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 […]. MORE
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.”. MORE
Customer-Obsessed B2B firms are 2X more likely to report revenue growth of 10% or more in the last fiscal year. B2B marketingNow there’s a headline! These firms are also more likely to have loyal customers (who spend money with them) and happier employees (who are more productive). If you’ve listened to Forrester anytime during the past […]. MORE
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 MORE
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. 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
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. MORE
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 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
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.” MORE
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. MORE
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 MORE
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. MORE
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. 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
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 […]. 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
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. 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
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 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
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. MORE
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? 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
The post Short Video: ROI on Customer Feedback Matters in B2B Companies appeared first on Waypoint Group. Customer Success TopBox Video Voice of Customer (VoC) B2B Net Promoter NPS ROI voc voice of customerI was pleased to be interviewed by Rhianna Collier, Vice President & Managing Director at the Software & Information Industry Association (SIIA). MORE
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 ). 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
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. MORE
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 MORE
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 […]. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
B2B Related Topics 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.
CX Journey
FEBRUARY 23, 2016
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.
360Connext
JULY 6, 2015
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.
Forrester's Customer Insights
AUGUST 21, 2017
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.”
Experience Matters
NOVEMBER 24, 2015
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.
Waypoint Group
APRIL 14, 2017
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
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.
Forrester's Customer Insights
AUGUST 9, 2017
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
Waypoint Group
SEPTEMBER 2, 2015
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?
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.
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
Tema Frank
MARCH 9, 2015
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.
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.
Waypoint Group
AUGUST 30, 2017
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 […].
Bain
AUGUST 25, 2016
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.
Waypoint Group
AUGUST 2, 2017
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 […].
ClearAction
JULY 21, 2016
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.
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.
Waypoint Group
MARCH 16, 2017
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
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.
Waypoint Group
SEPTEMBER 12, 2017
The post Short Video: ROI on Customer Feedback Matters in B2B Companies appeared first on Waypoint Group. Customer Success TopBox Video Voice of Customer (VoC) B2B Net Promoter NPS ROI voc voice of customerI was pleased to be interviewed by Rhianna Collier, Vice President & Managing Director at the Software & Information Industry Association (SIIA).
Experience Matters
SEPTEMBER 16, 2015
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.
Forrester
JULY 24, 2015
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.
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 […].
Clarabridge
NOVEMBER 4, 2015
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.”.
Forrester
OCTOBER 7, 2015
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
Magellan Solutions
AUGUST 25, 2015
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.
Forrester
JANUARY 5, 2016
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.
Forrester
JULY 24, 2015
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.
Forrester's Customer Insights
AUGUST 17, 2017
Customer-Obsessed B2B firms are 2X more likely to report revenue growth of 10% or more in the last fiscal year. B2B marketingNow there’s a headline! These firms are also more likely to have loyal customers (who spend money with them) and happier employees (who are more productive). If you’ve listened to Forrester anytime during the past […].
Customer Bliss
AUGUST 30, 2016
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?
iPerceptions
MAY 3, 2016
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?
Forrester
APRIL 10, 2015
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 ).
ClearAction
AUGUST 2, 2016
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.
Forrester's Customer Insights
MARCH 20, 2015
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.
Magellan Solutions
SEPTEMBER 9, 2015
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
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
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