The Future of Customer Experience for B2B Companies

Lumoa

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

GetFeedback

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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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.

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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Customer Experience in B2B

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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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. .

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

ijgolding

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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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.

Unique Challenges of B2B CX

MaritzCX

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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9 Award-Winning Customer Advocacy Success Stories

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 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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5 ways to increase P2P support in B2B companies

inSided

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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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 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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10 Customer Experience Best Practices for all B2B Sales Teams

Kayako

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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A CX Snapshot: 2019 Insights from B2B Organizations

CloudCherry

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

ClearAction

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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How B2B Brands Drive Online Reviews

GetFeedback

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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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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Transforming the B2B Supply Chain – a Whitepaper by Coreen Head

ijgolding

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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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.

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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­­Understanding B2B Customer Support in the UK

Team Support

As technology continues to move forward, more companies are seeing an influx of international customers that didn’t exist a decade ago. For many companies based in the United States, a large percentage of their new international customers are from the United Kingdom (aka “the UK”).

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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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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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Why B2B Companies Need Great Customer Experience to Win Market Share

Gainsight

The business-to-business (B2B) industry has recently undergone a massive evolution. In order to stand out from the rest, B2B companies have to earn customer loyalty and constantly improve their business solutions to beat out the competition. What is this company selling?

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Guest Blog: Why cross-team collaboration is essential for B2B customer support teams

ShepHyken

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry.

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4 Ways for B2B Companies to Connect with Generation Z

Truthlab

The post 4 Ways for B2B Companies to Connect with Generation Z appeared first on truthlab. Generation Z is the generation following the Millennial generation and is projected to be the largest generation since the Baby Boomers. They are known as the 8-Second Generation or Generation We.

3 Winning Factors for B2B Customer Experiences

NICE inContact

In the B2B realm, the same priorities ring true. B2B customers typically spend much more money on services and are generating business revenue related to those services. The post 3 Winning Factors for B2B Customer Experiences appeared first on NICE inContact Blog.

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The 3 Tactics of Successful B2B Customer Support Phone Calls

Team Support

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. B2B Customer Support

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What B2B Companies Can Learn from the B2C Customer Experience

ForeSee

Today, B2B and B2C consumers share significant similarities. They are sophisticated, omni-channel and have a strong set of expectations from the companies with which they do business with. The post What B2B Companies Can Learn from the B2C Customer Experience appeared first on ForeSee.

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Why Facility Management Leaders Need B2B Customer Support Software

Team Support

Fortunately, B2B customer support software exists to help! That’s why it’s essential to have B2B support software that tracks in detail the issues and work that has happened in a facility over the years. B2B Customer SupportThe facility management industry is unique.

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