eglobalis

MAY 9, 2023

Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.

B2B 142

B2B Measurement Customer relationships Metrics 142

Team Support

SEPTEMBER 29, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

Customer relationships 89

Customer relationships Company B2B CRM 89

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

TeamSupport

JULY 27, 2018

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers?

Customer Relationship Management 45

Customer Relationship Management Customer relationships B2B Customer Success 45

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

B2B 118

B2B Customer Experience Employee Experience Customers 118

eglobalis

JUNE 12, 2023

The Rising Tide of Brand Purpose in B2B , The time of brand purpose The post The Rising Tide of Brand Purpose in B2B appeared first on Eglobalis.

B2B 116

B2B Brands Measurement Customer relationships 116

TeamSupport

JULY 27, 2018

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers?

Customer Relationship Management 40

Customer Relationship Management Customer relationships B2B Customer Success 40

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. B2B SaaS Touchpoints When to Conduct the Survey? But fear not!

B2B 52

B2B Survey Customer Experience Touchpoint 52

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. Use this guide to help you find the best B2B CRM for your business.

B2B 79

B2B Sales CRM Software 79

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? Let’s dive in!

B2B 52

B2B Net Promoter Score Effort Score NPS 52

eglobalis

AUGUST 1, 2023

How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.

B2B 96

B2B How To Customer Experience Customer relationships 96

Team Support

OCTOBER 8, 2020

The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2. What are the strategies employed by TeamSupport?

Customer relationships 59

Customer relationships Company B2C B2B 59

Team Support

OCTOBER 28, 2020

Managing customer relationships, on the other hand, has been incredibly challenging. For many in B2B, those in-person meetings have been a vital method for building and maintaining rapport, and now they have to use video calls to accomplish the same.

Customer relationships 45

Customer relationships Company B2B B2C 45

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software?

B2B 52

B2B Software Feedback NPS 52

Kustomer

MAY 7, 2021

It’s 2021 and your CX team can do a lot more than solve customer problems. They have the unique opportunity to invoke positive feelings within your customers — feelings that can help develop stronger, longer lasting relationships. Nurture your customers by treating them as individuals.

Customer relationships 76

Customer relationships B2C B2B Loyalty 76

SAP Customer Experience

OCTOBER 5, 2023

In eCommerce, the distinction between B2B (Business-to-Business) and B2C (Business-to-Consumer) is more than a matter of audience; it fundamentally shapes the entire commerce ecosystem. While B2C transactions are straightforward and often impulsive, B2B eCommerce operates on an entirely different plane of complexity.

Ecommerce 56

Ecommerce B2B B2C Consumers 56

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. That’s the transformative potential of harnessing customer feedback, and in the year 2023, it’s not just an option – it’s an imperative. But is it worth it?

B2B 52

B2B Tools Feedback Multi-Channel 52

Peter Lavers

JANUARY 21, 2019

Amongst all the predictions and forecasts that you’ll read as we enter 2019, here’s one that I’m 100% certain will be spot-on for B2B companies this year: The quality of your customer relationships will directly impact your profits in 2019. Most B2B companies measure customer satisfaction or NPS.

Customer relationships 40

Customer relationships B2B NPS Customers 40

Team Support

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

Forrester's Customer Insights

OCTOBER 1, 2021

Existing customers account for more than three-quarters of annual revenue for B2B organizations, Forrester data shows. Find insights to deepen and build on customer relationships in our Customer Engagement Planning Assumptions report for 2022.

Customer relationships 49

Customer relationships Sales B2B Customer Engagement 49

SurveySensum

AUGUST 9, 2023

Welcome to the world of B2B SaaS, where your product’s success depends on keeping your customers happy. Think about this: How well do you really know what your customers want and need? Imagine this: Your customers take charge and start using your product. What is a SaaS Onboarding Survey?

B2B 52

B2B Survey Tips User Experience 52

Team Support

JULY 27, 2020

This proves particularly important with B2B (business-to-business) relationships using an MRR (monthly recurring revenue) model since those customers tend to be higher value, thus more critical to retain. The buying cycle is typically longer as well, which makes it more difficult to fill a revenue gap if a customer is lost.

B2B 90

B2B Strategy Customer Success Software 90

Team Support

JANUARY 12, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. For revenue to continue to flow, customers must continue to use products. The Subscription Effect.

B2B 86

B2B Knowledge Base Resources Report 86

SAP Customer Experience

SEPTEMBER 13, 2023

On behalf of the CRM & CX Product Learning CoE Team, it is my pleasure to introduce you in this blog post to the live session: SAP CIAM for B2B Essentials What is it about? The objective of this session is to get to know the capabilities of the CIAM.

B2B 64

B2B CRM Customer Relationship Management Customer relationships 64

Team Support

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. It’s bad enough when you lose a customer. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Net Promoter Score System NPS 86

Team Support

NOVEMBER 22, 2019

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 issues can sometimes be complex.

B2B 80

B2B Self Service Wait Times Software 80

Integrity Solutions

MAY 13, 2021

Customer expectations are higher than ever. Here’s something world class sales organization understand: Especially in B2B sales, establishing your competitive advantage is often less about your solutions and more about the day-to-day actions of your sales professionals. 10 Selling Principles for Relationship Sales.

Customer relationships 86

Customer relationships Sales Customer Centricity Communication 86

Team Support

JULY 16, 2020

Stop playing ticket volleyball with your B2B customers. When you stop playing ticket volleyball with your B2B customers--bouncing tickets from agent to agent or even dev ops—and achieve swift ticket resolution with the right B2B customer support software, everybody wins. In Part 3 , we broke down silos.

B2B 85

B2B System Entertainment Video 85

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Report 91

Report Trends Customer Success Self Service 91

Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Training Resources 81

Team Support

SEPTEMBER 8, 2020

Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. In other words, effective B2B support forms the foundation for long-term successful customer engagements. The Value of Customer Support. Support helps customers adopt and apply products.

B2B 64

B2B Effort Score Customer Expectations Customer Satisfaction 64

Team Support

JUNE 23, 2020

How well do you really know your customers? It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. But what about prospective, or future, customers? Yes, it absolutely is. Or, “Time for a chat?”

B2B 98

B2B e-support Sports Social Media 98

Team Support

JUNE 1, 2021

And it still holds true today, particularly in B2B environments, although it may look a little different today than it did back when (quarterly business reviews over a Zoom call versus a two-martini lunch, for example). In fact, even customer support plays a role in forming the foundation for long-term successful customer engagements.

B2B 59

B2B Touchpoint Customer relationships Customers 59

Team Support

MAY 19, 2020

The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. The second type thinks B2B customer support is a profit center. Cost center : A B2B support team is only doing their job well when a ticket queue is empty. There are two types of people in the world.

B2B 64

B2B Self Service Wait Times Touchpoint 64

Totango

MARCH 24, 2020

The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. This breakdown helps turn the sprawl of an ongoing customer relationship into a series of clearly defined stages that ensure every action you undertake is aligned with generating customer value.

B2B 59

B2B Management Metrics Customers 59