eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

Leadership 259

Leadership B2B B2C Net Promoter Score 259

Lumoa

APRIL 22, 2020

Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems. Feed generated with FetchRSS )

B2B 317

B2B Survey ROI How To 317

eglobalis

MAY 20, 2025

However, in consultative or complex B2B contexts, AHT should be balanced with FCR and satisfaction. In B2B SaaS, a 6070% FCR rate is common due to technical complexity. For B2B software firms, high FCR shows product maturity and enables teams to scale support without scaling headcount. B2C tracks it at every transactional stage.

Metrics 328

Metrics Effort Score B2C B2B 328

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. The question most B2B firms should ask themselves is ‘how do we stand out when our products and prices are similar to our competitors’? Which metrics should you use to track to measure performance and demonstrate ROI? What next?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email.

ROI 296

ROI Marketing Social Media How To 296

eglobalis

APRIL 27, 2025

Yet early enterprise implementations often remained reactionaryhandling simple FAQs or automating bits of workflowand many B2B customers saw only incremental improvements. B2B customers increasingly demand instant, personalized service across channels, and businesses face pressure to improve efficiency and scale support globally.

Roadmap 249

Roadmap B2B Case Study Average Handle Time 249

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). As companies strive to navigate the complexities of their respective markets, the learnings one can gain from examining the nuances of both B2B and B2C marketing become self-evident.

B2C 296

B2C B2B Strategy Marketing 296

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. Will it open new market opportunities?

Feedback 530

Feedback ROI Innovation B2B 530

GetFeedback

JULY 19, 2019

By next year, customer experience will outpace price and product as the most important differentiator for B2B customers. There is greater ROI when the holistic customer journey is the focus. Improving customer experience is what leads to ROI. How your CX vision impacts ROI. Let me explain. . That’s the key.

ROI 309

ROI How To Touchpoint Hotels 309

InMoment XI

DECEMBER 17, 2024

A Strong Understanding of Procurement Executives have grown wary of new B2B software that promises to solve all their problems, and middle management is rarely overjoyed at the prospect of retraining staff on new platforms. They also need to know how to purchase from vendors without using an RFP.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It becomes tempting to make wild guesses that just aren’t bringing ROI. Don’t worry, though.

B2B 195

B2B Survey Net Promoter Score Social Media 195

ECXO

AUGUST 12, 2024

This article explores the top MarTech solutions that are revolutionizing CX, the challenges the industry faces, and how these technologies are being leveraged across different global markets to drive B2B success. Become a member now: [link] Global Impact of MarTech on B2B CX Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction.

NPS 490

NPS Feedback Net Promoter Score B2C 490

Thematic

APRIL 21, 2025

Understanding your B2B customer insights means learning what makes your business clients tick—their needs, behaviors, pain points, and goals—through data. Unlike with B2C, where you get insights from individuals, in B2B, you get insights from an entire organization, often with multiple stakeholders involved in decisions.

B2B 62

B2B Customer Insights Engagement How To 62

Blake Morgan

MARCH 4, 2025

For many CX leaders, AI sounds promising, but proving its ROI is the real challenge. SAP Concur, a leading B2B provider of expense and travel management solutions, faced growing support demands. ” To learn more visit www.8CXLaws.com.

ROI 59

ROI Self Service B2B Travel 59

ijgolding

NOVEMBER 13, 2018

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. Today, it’s just as important for B2B businesses to be customer-centric. Enjoy the read!!

B2B 185

B2B B2C Automotive Retail 185

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 456

Customer Experience Social Media Analytics Chatbots 456

C3Centricity

JUNE 2, 2021

Price insensitivity is positively correlated with ROI. Cost is not as important in the business arena if there is a high ROI. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Consumer products often have price points, but B2B usually has price bands. Pricing #B2B #B2C Click To Tweet.

B2B 334

B2B B2C Brands Consumers 334

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. However, in B2B settings, characterized by complex decision-making and long-term relationships, NPS often falls short.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

APRIL 24, 2024

Strategic Sales, Customer Success and Support Enterprise Sales Strategies: The sales processes for these companies are highly sophisticated, involving direct engagement with several decision-makers, demonstrating potential ROI, and providing assurances about support and customization capabilities.

ROI 317

ROI B2B Software System 317

eglobalis

JUNE 3, 2025

A McKinsey & Company study on B2B journeys found that companies with cross-functional CX programs saw 2030% increases in customer satisfaction , with service delivery cost reduced by up to 25%. CX ROI and Loyalty Link (BCG, Deloitte) Boston Consulting Group (BCG) noted that CX maturity leads to a 1.6x

Customer Success 388

Customer Success Customer Experience Net Promoter Score Effort Score 388

InMoment XI

OCTOBER 10, 2024

Conversely, LinkedIn, Facebook, and Instagram are the most popular social media platforms for B2B organizations. 92% of marketers are concerned about the ROI of social media to one extent or the other. The ability to generate and customize reports for specific platforms, campaigns, or time frames is essential for tracking ROI.

Social Media 195

Social Media Management Tips Multi-Channel 195

Customers Rock!

JANUARY 24, 2012

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. On occasion, we see true ROI calculated from social media initiatives.

Social Media 207

Social Media Measurement ROI Advertising 207

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. B2B Businesses need to find a way to move beyond surveys — either through deeper analysis or by bringing more data sources into the mix. Conclusion.

B2B 150

B2B Company Effort Score Multi-Channel 150

QuestionPro Audience

DECEMBER 12, 2019

A time when companies seek revenue in a distracted and turned-off B2B world as a last-ditch effort for profit margins. With email being so instantaneous, and the potential ROI needed quickly, companies usually rely on an email campaign to grab their reader’s attention. Or, as many companies see it, Q4 of their fiscal year.

Infographics 195

Infographics ROI B2B Company 195

Merkle

AUGUST 17, 2022

B2B buyers will be, and always have been humans with emotions. Despite this, B2B marketers have not always woven this information into their strategies. All of us have learned what makes a smart business purchase: ROI. ROI is serious. ROI isn’t fun, engaging, adventurous, or inspirational.

B2B 98

B2B Marketing ROI How To 98

Experience Matters

SEPTEMBER 10, 2018

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

PeopleMetrics

JULY 15, 2025

In B2B, this is especially powerful. Example: One B2B firm added a 5-minute follow-up call for every Promoter. Example: A B2B data services company trains their account managers to make this ask conversationally. It’s the easiest ROI in your NPS program and it costs nothing but a thoughtful phone call or email.

62

62

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability. Best NPS Tools for B2B SMB Companies Small and medium businesses need affordable and easy-to-use NPS tools.

NPS 124

NPS B2B Software Net Promoter Score 124

GetFeedback

AUGUST 14, 2019

And don’t cherry-pick respondents, which often happens in B2B situations. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. She has worked with both B2B and B2C brands in a multitude of industries. If you don’t rate me a 10 out of 10, I’ll get fired.”. It’s not a quick fix.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Return on Investment (ROI): Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved.

Strategy 490

Strategy Customer Experience Net Promoter Score Customer Centricity 490

Heart of the Customer

OCTOBER 6, 2021

There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. The post 10 Questions for B2B CX Leaders appeared first on Heart of the Customer. This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer.

B2B 109

B2B B2C ROI Metrics 109