SuiteCX

JANUARY 13, 2020

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. These following questions got me thinking: We are B2B, so we are more complex than B2C, aren’t we? Do B2B and B2C maps really differ? Let’s talk about the customer layer (front stage) first. B2B Example.

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

Experience Investigators by 360Connext

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. CX Personas: Go beyond demographics to paint a more complete picture of your customer’s life.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customer Journeys Loyalty Programs 78

Kerry Bodine

FEBRUARY 15, 2022

One Thing All B2B Companies Can Do To Improve The Customer Experience »» Personal relationships are key to #B2B CX. One Thing All B2B Companies Can Do To Improve The Customer Experience. #8: The 9 Stages Of The Archetypal Customer Journey. #7: 4: Do Customer Journeys Drive Your Content Strategy? #4:

Customer Journeys 120

Customer Journeys B2B Touchpoint Measurement 120

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

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 100

B2B Customer Journeys Social Media Net Promoter Score 100

CloudCherry

AUGUST 26, 2019

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. Instead, companies in the B2B space must focus on building real, long-lasting relationships.

B2B 199

B2B Conference Metrics B2C 199

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. But … CX programmes have gained limited traction in a sector that is still working out how to shift to customer-centric business models. Which metrics should you use to track to measure performance and demonstrate ROI?

B2B 130

B2B B2C Touchpoint Customer Journeys 130

InMoment XI

JANUARY 10, 2023

Do you need a customer experience manager dedicated to managing this effort? Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. Let’s find out. What Kind of Background Should a CX Manager Have?

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

SurveySparrow

JANUARY 28, 2020

Soon after that, while working for a research company, a client asked me to create a journey map using this bland, simplistic template they had provided. I remember saying, “You can’t represent the richness of the customer experience with a PowerPoint slide filled with dots and bubbles!” I was horrified! We’re known for that.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

SurveySparrow

MARCH 29, 2023

With the increasing number of eCommerce stores, business owners should find ways to streamline the experience of their customers. This is where mapping the ecommerce customer journey becomes important. The typical ecommerce customer journey can take days, and it can involve multiple channels.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Silo Focus for B2B CXM Governance 2.

Government 62

Government B2B Customer Experience Customer Journeys 62

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. That shows you don’t care about the customer or the employee. Map the customer journey.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. A customer journey map lays the foundation for the effective deployment of technology for CS.

Customer Journeys 103

Customer Journeys Customer Success Net Promoter Score B2C 103

InteractionMetrics

SEPTEMBER 13, 2023

McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction is they are more complicated — with more moving parts — than retailers. It’s a true partnership.

B2B 52

B2B Sports Touchpoint Customer Satisfaction 52

Totango

MARCH 27, 2020

How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success. Improving CLM with Adaptive CS Technology.

B2B 83

B2B Customer Journeys Net Promoter Score Management 83

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. The post Develop a Killer Metric to Drive CX Action appeared first on Heart of the Customer.

Metrics 98

Metrics Customer Journeys Customer Focused Management 98

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Alida

SEPTEMBER 20, 2018

Most businesses, for instance, haven’t taken the time to map out and understand the customer journey. In a recent webinar , Annette shared a step-by-step process to creating a CX strategy that’s rooted in customer understanding. The mapping process is the same, regardless of company or industry for which you’re mapping.

Customer Journeys 200

Customer Journeys B2C Feedback Survey 200

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.

B2B 98

B2B Customer Experience Roadmap Culture 98

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey?

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. However, while 78% of brands are measuring customer loyalty via these three metrics, very few businesses believe they are gaining any real insight from the results.

B2B 150

B2B Company Effort Score Multi-Channel 150

SurveySensum

JULY 21, 2023

Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base. That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. By doing so, you can nurture lasting relationships and drive customer loyalty.

Customer Retention 52

Customer Retention B2B Strategy Net Promoter Score 52

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play. That’s right!

B2B 52

B2B Feedback Customer Service Self Service 52

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Totango

MAY 10, 2022

In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. B2B executives and stakeholders are engaged when they see that product usage is helping their company achieve its business goals efficiently and cost-effectively.

Customer Engagement 77

Customer Engagement Customer Journeys Engagement Tips 77

InteractionMetrics

FEBRUARY 1, 2021

Those of us who work in B2B CX know how different this discipline is from consumer-facing / retail Customer Experience. And unfortunately, there are fewer stats, books, and articles, just less information overall about B2B CX. To kick us off, here are what I see as five special characteristics of B2B customers.

B2B 40

B2B Customer Journeys Customer Experience Metrics 40

Help Scout

MAY 13, 2021

Ensuring a positive experience in a B2B relationship delivers improved engagement and, ultimately, a better financial result. So if you’re responsible for a B2B relationship and you’re not already considering B2B customer experience, it’s time to get on board. Consider what the customer needs. drive your customer.

B2B 62

B2B Tips Customer Experience B2C 62

CloudCherry

AUGUST 21, 2018

We get our happiness rankings from surveys sent out after our customer interactions in the queue. We get metrics from the actions that we take in the queue. As customers become more and more savvy, and our products become more technical and nuanced, shouldn’t we, too, be trying to level up our game and dethrone the king?

Customer Journeys 150

Customer Journeys Analytics Analysis Self Service 150

Feedbackly

MAY 25, 2023

However, with time, we realized that NPS alone is not sufficient to know everything about customer experience despite being a powerful CX metric. The fact that it can be answered quickly and requires less effort from the respondent makes it more appealing to customers. You are most likely to benefit from a high response rate.

NPS 52

NPS Metrics Effort Score B2C 52

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120