ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. Metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) are commonly used.

Customer Journeys 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. Here, the emphasis is on addressing operational challenges, offering maintenance services, and ensuring that the delivered product integrates seamlessly into the customer’s processes.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. Set and measure customer expectations. McKinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InteractionMetrics

MAY 19, 2025

Customer experience research is evolving rapidlyespecially for B2B companies, where their high-value relationships demand precision insights. And can AI decode customer behavior in complex B2B environments? About the B2B CXPA Roundtables I host the B2B CX Roundtables every six weeks.

B2B 52

B2B Customer Journeys Customer Experience CEM 52

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Customer Bliss

MARCH 28, 2018

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. Invest Deeply in Listening to Your Customers. Leading Customer Success in a B2B Business with Jose Vergara.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Comm100

JANUARY 25, 2018

But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. This is where a B2B customer satisfaction survey comes into the picture. Running a B2b survey without well-defined goals is like running blindfolded. Objectives.

Customer Satisfaction 140

Customer Satisfaction B2B Survey How To 140

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 106

B2B Customer Journeys Social Media Net Promoter Score 106

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Daniel Group

JUNE 25, 2024

What’s Next In B2B CX? If you think back, probably the first term you might have heard was customer service. And that’s what the focus was, on the service that happened generally after the sale of the product, especially in the B2B world in which we work in. Video Transcript: Welcome. So I hope you like it.

B2B 105

B2B Video Trends Sales 105

eglobalis

AUGUST 13, 2024

The company is also a significant player in the B2B sector, providing solutions in areas like semiconductor manufacturing, display technology, and enterprise IT services. Brand Loyalty: Samsung: While Samsung enjoys a large customer base, its brand loyalty does not match that of Apple. Apple: Apple’s brand loyalty is legendary.

e-support 533

e-support Innovation Customer Centricity Loyalty 533

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 114

B2B Loyalty Net Promoter Score B2C 114

Team Support

FEBRUARY 7, 2021

It’s an essential component of the company business plan, but what is a B2B Buyer Persona, and why is it an important component of your company? What are B2B Buyer Personas? While that may sound time-consuming and potentially expensive market research, a B2B Buyer Personas are a potential customer rather than actual people.

B2B 97

B2B Consumers Advertising Customer Satisfaction 97

Influitive

OCTOBER 21, 2015

The most powerful tool B2B marketers have in today’s hyper-connected world is genuine word of mouth from their customers—such as reviews, social media shares and recommendations. In the report, Laura discusses why advocate marketing is critical to the success of B2B companies. Advocate marketing creates value for B2B brands.

B2B 99

B2B Marketing Social Media Report 99

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability.

NPS 105

NPS B2B Software Net Promoter Score 105

Comm100

JUNE 5, 2024

We’ll cover smart strategies for timing your chat prompts, personalizing interactions based on what your customers are browsing, and offering timely assistance that turns hesitation into actual sales. The financial impact is substantial—billions of dollars in potential sales are lost each year.

Abandon Rate 217

Abandon Rate Ecommerce Chatbots e-support 217

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. They may end up losing a lot of customers, and thereby, revenue opportunities.

Strategy 155

Strategy Self Service Customer Journeys B2B 155

InMoment XI

OCTOBER 10, 2024

Customer Loyalty Through continued business social media management, you will increase your customer loyalty and build a customer base that is actively engaged with your business. The majority of businesses that have been utilizing social media for more than one year agreed that it has improved their customer loyalty.

Social Media 195

Social Media Management Tips Advertising 195

Lumoa

MAY 21, 2018

It makes up almost two thirds of online consumers and the likeliness goes even higher if the product is a B2B service! Because of that, Customer Experience has been often called the "New Marketing". "In Sales need to understand the feedback per customer or customer group and ensure that the action plans are shared with customers.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Culture 305

InMoment XI

MARCH 23, 2025

Marketing your B2B product without first defining your ideal customer profile (ICP) is like shooting in the darkyou may have all the tools you need to hit your target, but that wont help much when you have no idea where it is. An ICP is a detailed description of the best-fit customer from your target audience.

Data 195

Data Touchpoint Effort Score Chatbots 195

ijgolding

APRIL 21, 2015

They were the ones who decided what processes their customers had to follow. As such, power in the distribution channel was often held by the supplier, rather than the customer base. In many markets, where the client base was fragmented, the purchasing power of any one single customer was generally very low.

B2B 120

B2B Competitive Advantage Customer relationships Customer Centricity 120

Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . Episode Overview. About Rachael.

B2B 0

B2B Leadership Data Technology 0

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sports 103

Sports Sales Strategy Net Promoter Score 103

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C? Develop a 360 View of Your Customers.

B2B 84

B2B Engagement Self Service Strategy 84

Customer Bliss

JUNE 8, 2020

This is a group of senior leaders across marketing, sales and customer success and we meet regularly to stay tightly aligned on everything from strategic planning and short-term plays. B2B is interesting. We’ll continue to assess what measures are appropriate to support our customer base over the next few months.”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Training 107

Training Sales Strategy Study 107

Lumoa

JUNE 30, 2022

Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. It creates one main challenge: Are the insights you gain from tickets representative of your customer base? Pick one area and make a change to the customer experience.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. Lessons learned over the last year from the Customer Success community. An overview of the current B2B SaaS market and valuation drivers. Slow down sales and marketing and you can get to breakeven. It matters.

B2B 98

B2B Company B2C Survey 98

Kayako

MARCH 9, 2017

“Coaching and mentoring has helped me scale my career in customer support. In a B2B SaaS company, a big part of your job is educating customers about your products. There is no difference between coaching your colleague and a customer. It may even take your work and service to a higher level. Language learning.

Self Service 218

Self Service Customer Service Roadmap Customers 218

Customers Rock!

AUGUST 28, 2010

While those media may have their place in attracting prospects, they don’t help companies with their most valuable asset: their existing customer base. Taking care of existing customers is a fantastic, cost-effective way to grow your business. Don’t you think your customers would like to feel that same joy?&#.

Fashion 190

Fashion Hospitality Advertising B2B 190

Retently

MARCH 11, 2025

Why CX Managers Focus on Journey Optimization A smoother journey = happier customers = more sales. Fewer support tickets = lower customer service costs. Example : The company is expanding its B2B operations, meaning the CX strategy needs to shift. Better post-purchase experience = higher retention & repeat purchases.

Ecommerce 120

Ecommerce Self Service Management Customer Experience 120

Amity

NOVEMBER 14, 2018

The sales to customer success handoff is one of the most important intersections in the customer journey. We know as customers that this is a frustrating feeling, yet so many companies struggle to get the crucial step of the sales to customer success (or client services) handoff right. Consistency is key.

Sales 87

Sales Customer Success Tips Customer Journeys 87

Comm100

SEPTEMBER 28, 2021

Fitbit’s digital customer service strategy took shape in 2019, when the B2B side of the business, Fitbit Health Solutions , sought to capture leads that were being missed by relying on a traditional contact form. In addition, our sales team loves it. Comm100 is a great way to interact with customers in real time.

Customer Service 246

Customer Service Chatbots Banking B2C 246

Totango

APRIL 14, 2020

The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. Organizations need to segment customers based on how world events such as COVID-19 affect them. What is B2B Customer Segmentation? Get as Granular as You Need.

B2B 71

B2B Effort Score Customer Success Metrics 71