Forrester's Customer Insights

OCTOBER 26, 2018

Six months ago we started a conversation about customer data platforms (CDPs). The timing was right; CDPs were driving attention towards a historically sleepy corner of the martech universe centered around data management, gaining traction among vendors, and racking up mentions in the marketing trade press.

B2C 46

B2C Marketing Data Management 46

Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C. Best independent blog content.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

Confirmit

MARCH 12, 2019

What’s nice about this event is that we’re able to speak to people from every part of the marketing world – often the home of Customer Experience and Insight teams. A few corporate insights people looked a bit worried there, but there was no need.

Gamification 56

Gamification B2C Social Media B2B 56

Customer Bliss

DECEMBER 13, 2016

Areas of strength include: • P&L Management, Growth Strategy Development & Execution, • Operations Management and Performance Systems, • Global Marketing Management, Product Management, Sales Management. Adopted Net Promoter system to prove the correlation in both customer results and growth. They’ll deflect.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

TeamSupport

APRIL 26, 2019

Technologies, like customer service software , help automate tickets and makes reporting on customer service metrics more accessible and efficient. Another valuable capability of systems like these is that they leverage AI to determine customer sentiment embedded in large blocks of text within a ticket. Key Takeaways.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

Solvvy

AUGUST 21, 2020

Next-gen chatbots improve your customer experience. Next-gen chatbots provide support analytics and customer insights. Next-gen chatbots provide 24/7 customer support. Your website is available all the time, so customers must always be able to find answers. Next-gen chatbots are a strong investment.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

ERDM

NOVEMBER 10, 2020

These tough times have forced marketers to think much more seriously about gaining a deep understanding of the voice of the customer, improving the total customer experience, and, based on those insights, rethinking their value proposition. What actions have you taken based on these customer insights?

Industry 52

Industry B2B Net Promoter Score e-support 52

Lumoa

MARCH 20, 2018

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. Do you love CEM as much as we do? Wondering which metric to choose?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

OCTOBER 31, 2018

It requires patience and the ability to maintain a “long view” on business results, especially in solving larger systemic issues. It will continue to be challenging for CX advocates to get meaningful organizational and executive support if customer centricity isn’t already a part of the value system.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SmartKarrot

JUNE 2, 2022

In fact, a customer experience that satisfies customers leads to reduced churn. While B2C brands offer a great customer experience, B2B companies need to meet higher expectations around customer experience. B2B companies score less than 50% in customer experience rates than B2C companies, which score 65-85%.

B2B 10

B2B Examples Customer Experience B2C 10

Lumoa

MARCH 12, 2023

Customer experience platforms bring a ton of benefits, but a few potential drawbacks or challenges to keep in mind include: Integration challenges. If integrations aren’t available or you can’t connect to the right systems via API, a specific CX platform might not be ideal for you. High costs. Data privacy. Price: Consultation needed.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Lumoa

MARCH 20, 2018

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. Do you love CEM as much as we do? Wondering which metric to choose?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Forrester's Customer Insights

JUNE 23, 2023

Now Live: Strategic Technology Selection Guide For PIM & Product Information Management Systems Landscape, Q2, 2023

System 26

System Technology Management B2C 26

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). The highest-ranking answer? ‘No

Customer Experience 53

Customer Experience Video Sales ROI 53

Forrester's Customer Insights

MARCH 2, 2023

Create A Customer-Obsessed Growth Engine To Thrive In Tough Times Today, the world is more challenged than ever as a series of health, environmental, socioeconomic, and geopolitical crises have pushed uncertainty to extreme levels. This systemic disorder and uncertainty exposed a lack of customer focus in many organizations.

System 26

System Customer Focused Customer Experience Customers 26

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 49

Customer Experience Video Sales ROI 49

SmartKarrot

APRIL 20, 2022

From apparel brands to food delivery platforms, almost all B2C businesses offer loyalty programs; and a majority of them are a huge hit. The major difference is because of the businesses’ approach to the customers. . This is a key reason businesses should invest in building customer loyalty, and loyalty programs help.

Loyalty Programs 11

Loyalty Programs B2B Loyalty Examples 11

Forrester's Customer Insights

OCTOBER 26, 2018

Forrester recommends starting this process by categorizing vendors in terms of systems of insight (SOI) and systems of engagement […]. Making sense of the enterprise marketing technology (EMT) landscape can easily overwhelm even the most dedicated martech aficionado.

Technology 47

Technology Marketing System Engagement 47

Forrester's Customer Insights

FEBRUARY 22, 2021

Agile content management systems (CMSes) build on the momentum of nearly 30 years of delivering modern, digital, internet-powered experiences. With a nod to both developers and practitioners, agile CMS seeks to enable collaborative, iterative approaches to content and experiences that satisfy both sides of the house.

Marketing 32

Marketing System Management B2C 32

Forrester's Customer Insights

JUNE 1, 2020

Firms hear consumers’ desire to align with brands that share their values, and are emboldened make bolder pronouncements about their brands’ belief systems. […]. Netflix joins brands like Google, Peloton, Nike, and Target (whose stores were looted) in taking a vocal anti-racist stance.

Marketing 36

Marketing Brands System Consumers 36

Bob Hayes

FEBRUARY 2, 2015

Method addresses the means by which customer feedback is collected and what gets measured. Reporting addresses analysis, synthesis and dissemination of customer feedback. Research is concerned with how companies provide additional customer insight by conducting deep dive research using different types of customer data.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

Forrester's Customer Insights

SEPTEMBER 22, 2022

In our new report, Forrester establishes standards for which technical functions are core (required) and common (often included) to the primary categories of commerce tech.

System 5

System Report B2C Retail 5

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Gemma Cipriani-Espineira. Mary Poppen.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Qualtrics

AUGUST 22, 2019

CX in B2B is a different ball game than B2C. While the B2B sector can look to B2C for some CX inspiration (and evidence of the rewards), there are a number of differences that must be considered. This could include deploying a ticketing system, whereby issues are automatically assigned to a member of the team.

B2B 29

B2B B2C NPS Guidelines 29

SuiteCX

JANUARY 19, 2015

Senior management leadership involvement is imperaDve • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Pointillist

APRIL 17, 2019

Marketers are using a variety of systems today to design, manage and measure multichannel campaigns. Managing customer level data and audiences in separate systems for targeting and orchestrating multichannel campaigns is a challenge.

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

Thematic

MARCH 29, 2020

Disadvantages: Survey fatigue (since everyone is surveying), low response rates, bias towards those who respond to surveys, varying level of insights, depending on how engaged are your customers or the quality of your survey. It will be the richest feedback due to scores, structured open-ended questions and customer metadata.

Feedback 111

Feedback How To Analysis e-support 111

Qualtrics

JANUARY 31, 2019

That’s why we’re constantly building new capabilities to enable you to engage with every customer at every meaningful moment, even without distributing surveys. Take a look at what’s new in Qualtrics Customer Experience this month. Engage Digital Customers During Moments that Matter. Efficiently Scale Your CX Feedback Program.

Engagement 22

Engagement Tools Feedback Touchpoint 22

Forrester's Customer Insights

JANUARY 16, 2024

Kate Crawford and Vladan Joler’s 2018 Anatomy of An AI System is a visual essay that spares no detail as it traces the lifecycle of an […] Hanging prominently in the Museum of Modern Art (MoMA) in New York City is a giant infographic that explores the physical, technical, and social components of modern artificial intelligence.

Infographics 36

Infographics System B2C Technology 36

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter? What Channel Should You Use to Collect the Voice of the Customer?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

Bold360

NOVEMBER 21, 2016

She is experienced with companies in the B2B and B2C industry sectors. “While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40