The Future of Customer Experience for B2B Companies


So, what is actually happening to B2B customer experiences? Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture.

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The State of Voice of the Customer (VoC) for B2B Companies


Four Voice of the Customer (VoC) trends for B2B businesses in 2019 that will teach you how to compete in CX with other brands in your industry. Articles

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How Exemplis Commits to Company Culture and CX Improvement

Customer Bliss

In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture.

The State of Voice of the Customer (VoC) for B2B Companies


Many companies are still finding their footing when it comes to implementing technology and moving the needle with CX improvements. B2B Businesses need to find a way to move beyond surveys — either through deeper analysis or by bringing more data sources into the mix.

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Why B2B Contact and Account Data Management Is Critical to Your ROI

64% of successful data-driven marketers say improving data quality is the most challenging obstacle to achieving success. Given data’s direct impact on marketing campaigns, reporting, and sales follow up, maintaining an accurate and consistent database is a top priority for B2B organizations. This latest eBook aims to help marketing leaders understand the impact of data management on their company’s ROI.

B2C Influence on B2B Customer Expectations


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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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. B2B customer experience

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Strengthen your B2B Customer Relationships

Daniel Group

You can strengthen your B2B customer relationships from the front-line. Customer loyalty is the key to maintaining your company’s profitability. To get some more ideas for building your customer loyalty, read “ 5 Business Practices that Build Strong B2B Relationships.”

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5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

Johnson: Robert is co-founder and CEO of , 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.

How One B2B Software Company Shifted Its Mindset to Unlock Growth

Customer Bliss

FPX, a B2B software company, simplifies buying and selling experiences to align enterprise businesses with the expectations of modern customers. He shares tactics that have been helpful as he rebuilds FPX from a customer-first perspective, to be a B2B value-driven engine. .

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

Unique Challenges of B2B CX


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 ! Over the past 10 years or so, I have seen the shift around the client experience.

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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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Why a VOC program is vital to your B2B business – by Kimberly Holbrook


For a B2B company, the ability to retain clients can be the difference between success and failure. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value. WHY VOC WORKS WELL FOR B2B. DEPLOYING VOC IN A B2B ENVIRONMENT.

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The Differences Between B2B and B2C Customer Journey Mapping


In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? B2B companies sell to other companies. B2C companies sell to consumers.

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Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

Why Efficient Customer Service is Valuable to B2B Companies

Team Support

This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more. Here are a few reasons why efficient customer service is valuable to B2B companies….

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2 Key Differences in B2B Journey Maps

Kerry Bodine

In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. Difference #1: B2B personas align with job functions.

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Report: Tech Vendor NPS Benchmark, 2015 (B2B)

Experience Matters

Our results also revealed that SAS Institute and Cognizant outsourcing were the top companies for purchase momentum, IBM SPSS and Intel have the highest Temkin Innovation Equity Quotient, and HP outsourcing and Intel scored the highest in the Temkin Forgiveness Ratings.

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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.

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Buyer’s Checklist: How to Evaluate a B2B Contact Data Provider

Many organizations fail to properly evaluate vendors during the selection process. Download ZoomInfo’s data-driven eBook for guidance on effectively assessing the vendor marketplace. After reading, you’ll gain insight into the following components:

5 Promises That Define B2B Customer Success

Experience Matters

We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. Many B2B companies are realizing that customers aren’t buying products. The post 5 Promises That Define B2B Customer Success appeared first on Customer Experience Matters®.

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10 Customer Experience Best Practices for all B2B Sales Teams


It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. The first and most important best practice for B2B sales organisations when it comes to customer experience is actually making it a priority.

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What is a B2B panel? Importance, characteristics, and tips to use B2B online panels

QuestionPro Audience

Who are B2B panelists. Definition of B2B online panel. Difference between B2B panel and B2B online Panel. Factors to consider while choosing a B2B online panel partner. Characteristics of good B2B online panels. Why do you need QuestionPro’s B2B online panel.

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3 Ways Your Org Chart Creates B2B Customer Nightmares

Experience Investigators by 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.

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Customer Experience in B2B

Customer experience has become an essential part of any company's success, but arguably more so in Business to Business (B2B). Not only is it critical to growth, but it can lead to increased efficiency, happier customers, and higher profitability.

2 Key Differences in B2B Journey Maps

Kerry Bodine

In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. Difference #1: B2B personas align with job functions.

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What are the Different Support Channels B2B Companies Should Offer?

Team Support

B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (business-to-consumer) lives, they are increasingly expecting B2B companies to keep up.

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A CX Snapshot: 2019 Insights from B2B Organizations


Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Forrester’s Snapshot of B2B CX Programs.

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


B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Your company loses the sale. But this obscures insights that could be useful to other functional areas within the company in playing their role to set up the account team for success.

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9 Award-Winning Customer Advocacy Success Stories

Influitive's annual BAMMIES - Best Advocate Marketing Awards - eBook has been read by 2,000+ savvy marketers and business leaders. In this year’s edition, advocacy leaders from the likes of ADP, Cisco, and Ceridian reveal how to harness the power of advocates to drive growth across every area of an organization.

Tech Vendors: Good CX Correlates to Referenceable B2B Clients

Experience Matters

In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. The post Tech Vendors: Good CX Correlates to Referenceable B2B Clients appeared first on Customer Experience Matters®. B2B CX Customer experience Tech Vendors

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5 ways to increase P2P support in B2B companies


Great customer support is an essential element of success for every B2B organisation. A bad experience in B2B support, more so than in B2C, can definitively break a good relationship (which can be costly), and subsequently a really good one can provide massive value for everyone involved.

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How B2B Brands Drive Online Reviews


B2B transactions are complex, expensive, and require long-term investments. Why Every B2B Brand Needs Online Reviews. Before B2B buyers invest in your products or services, they need to know that you’re someone to trust. No matter how slick your marketing copy, B2B buyers know it’s just that: language written with an interest to motivate them to act. Generating B2B Reviews: Unique Challenges. Online reviews are essential in both B2B and B2C contexts.

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Transforming the B2B Supply Chain – a Whitepaper by Coreen Head


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 […]. 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.

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7 Ways to Mystery Shop your B2B Experience

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

Customer Bliss

How do you transform the culture and operations of your company to benefit the lives of your customers? He shared that the company went through a big transformation in 2016, and after the transformation, they decided it would be beneficial to focus on customer experience. Overview.

Press Release: Truthlab Unveils CXM Solutions for B2B Companies


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

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Improving B2B Customer Experience: Is It More Personal Than B2C?

Experience Investigators by 360Connext

I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B?

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Here’s Why B2B Telemarketing is Here to Stay

Magellan Solutions

B2B telemarketing is one of the most effective methods of generating leads. B2B telemarketing helps you address these concerns and give your prospects more confidence with the product or service you are offering. What is B2B Telemarketing vs. B2C Telemarketing?

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