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.

B2B 116

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.

B2B 87

Trending Sources

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.

B2B 84

Mapping the Local Online Review Strategy That Every B2B Needs

Grade.us

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.

B2B 52

The Ways And Means Of B2B Buyer Journey Maps: We’re Going Deep at Forrester’s B2B Forum

Forrester's Customer Insights

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.”

B2B 29

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.

B2B 46

5 reasons why CX should focus on the B2B Pre-Sales Journey

Heart of the Customer

In the Harvard Business Review article, “The New Sales Imperative,” the CEB reports that in just the last two years the average number of people involved in a B2B purchasing decision has increased from 5.4

Why your B2B Customers won’t respond to your NPS survey, why it matters, and what to do about it

Waypoint Group

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

NPS 30

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.

B2B 52

B2B Trends & Customer Success

Amity

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.

B2B 23

Forrester’s B2B Marketing Forum Reinforces The Concept Of “Customer As Compass” (And Covers What To Do About It)

Forrester's Customer Insights

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 […].

Customer Journey Maps in B2B

Waypoint Group

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?

B2B 30

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

B2B 50

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.

Top H1 2017 B2B Marketing Blogs — Opening A Window Into Your World

Forrester's Customer Insights

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

B2B 24

Introducing Forrester's B2B Tech Customer Experience Index Methodology

Forrester

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.

B2C 26

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

ClearAction

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.

B2B 21

Podcast Shorts: Get Real Feedback from Your B2B Customers

Bain

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.

B2B 23

CX and CS: Both are Required to Drive B2B Retention and Expansion

Waypoint Group

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 […].

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

Net Promoter Score is Not an Effective Customer-Centric Strategy for B2B Companies

Truthlab

The post Net Promoter Score is Not an Effective Customer-Centric Strategy for B2B Companies appeared first on truthlab.

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

B2B 12

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.

The Iceberg Effect in B2B Customer Feedback/NPS: Are you engaging those that matter?

Waypoint Group

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 […].

NPS 30

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.

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.

B2B 16

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

Forrester

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.

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 […].

5 Tips for Transforming B2B Customer Feedback into Action

Clarabridge

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.”.

Short Video: ROI on Customer Feedback Matters in B2B Companies

Waypoint Group

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).

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

Forrester

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

B2C 32

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views

ClearAction

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.

The Secret to Easy B2B Retention & Expansion = Relationships. Here’s how.

Waypoint Group

Loyalty is crucial for B2B businesses as well, but far more challenging to measure since There are many contacts in the account, many of which may be executives that don’t often (ever?) The post The Secret to Easy B2B Retention & Expansion = Relationships. Loyalty nowadays seems to be the stuff of coffee shop stamp-cards in wallets, dogeared and half stamped.

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 13

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

Forrester

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.

Using B2B VoC to Transform Customer Experience

ClearAction

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.

B2B 10

Best Practices For Managing CX Via B2B Partner Networks

Forrester

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.

B2C 22

B2B Customer Experience Is Grounded In Collaborative Relationships

Forrester

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 ).

B2C 32

How to Create Effective B2B Retargeting Campaigns

iPerceptions

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?

Sales 27

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?