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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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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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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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.

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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.

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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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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 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.

ACE Awards B2B Winners' Showcase

Confirmit

How to manage the complexities common to B2B vendor-client relationships. The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience.

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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.

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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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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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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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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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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B2B Customer Experience (CX): 5 Steps to Winning the Whole Enchilada

Truthlab

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.

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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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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Back2Basics: Sharing B2B Marketing Best Practices With Mark Eardley Of Marklives.com

Forrester's Customer Insights

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 […].

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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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The GDPR and The B2B Marketer: Ready or Not, Here I Come

Forrester's Customer Insights

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

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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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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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Why are you using a B2C approach and solution for B2B Customer Feedback?

Waypoint Group

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 […].

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Press Release: Truthlab Unveils CXM Solutions for B2B Companies

Truthlab

The post Press Release: Truthlab Unveils CXM Solutions for B2B Companies appeared first on truthlab.

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Seven ideal characteristics of a B2B influencer

Peter Lavers

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.

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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.

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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 […].

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Transform Your B2B Company From A Product-Centric Culture to Customer-Centric Culture with Sami Nuwar – CB79

Customer Bliss

Overview. How do you transform the culture and operations of your company to benefit the lives of your customers?

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.

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Does Your B2B Organization Find Much Value in NPS?

Truthlab

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.

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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Incredible B2B Customer Service

The DiJulius Group

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 […].

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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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How Stripe Features the End-User Experience to Enhance B2B Sales

360Connext

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?

[Part 4] 5 Ways B2B Companies Can Accelerate Growth

Waypoint Group

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.

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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.

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Podcast: What Do B2B Customers Want?

Bain

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.

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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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