Maintaining Strong B2B Customer Relationships Without Face-to-Face Interaction

Team Support

In an era where remote work has become commonplace, many customer success managers aren’t too happy. Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers. Customer Service Strategy

B2B Customer Success and Customer Relationship Management


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. Let's examine why B2B customer success and CRM are so important.

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B2B Customer Success and Customer Relationship Management


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. Let's examine why B2B customer success and CRM are so important.

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar


7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Customer Success Around the Web.

Refreshing Thoughts on Social Customer Relationship Management

Win the Customer

Customer relationship management systems are now merging with social media capabilities enabling organizations to build stronger relationship with customers. Ideaforce and Igloo’s Customer Community are examples.

Grow Customer Relationships: Strategies for Long-Term Success


The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that must be paid for or renewed monthly or annually. But they aren’t a guarantee of revenue; customers can cancel at any time. Nurture Every Customer Equally.

3 Customer Relationship Management Tips From a CX Book Report

Smarter CX

a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share best practices for creating a solid CX strategy. “Customer experience is shaped by so much more than what happens after the credit card is swiped,” Blake explained.

How to Build and Maintain Digital Customer Relationships

Provide Support

How to Build and Maintain Digital Customer Relationships. Have a convenient contact form in place so that your customers may leave a feedback or point out to some discrepancies. Some companies lead the way and set the bar of customer expectation very high.

The Value of Customer Relationship Management: An Interview With Dawn Mergenthaler

Heart of the Customer

She works closely with customer experience (CX) professionals to understand the insights gained that can be leveraged for CRM. She’s well-known for partnering cross-functionally to improve the customer’s communication experience across an organization, ultimately working to improve […].

Stop Building Barriers to Customer Relationships

customer sure

Takeaway: Innovative Apple accessory vendor, StudioProper, believes you should add opportunities to ‘meet’ customers, be it by email, phone or otherwise. How specific are your customers’ requirements? And ultimately the best experience for customers.

Six Ways to Improve Your Customer Relationships

CSM Magazine

The benefits of strong customer relationships are many. Repeat sales, sustainability and growth as well as lower customer acquisition costs are among the reasons why it is important to forge strong bonds with your customers. Reduce Customer Effort.

Powerful Customer Relationship Management: Episode 15 of Experience This!

Smarter CX

– a new customer experience podcast series – is now available. Episode 15 summary: Successful customer relationship management means not being afraid to publicly admit your mistakes. Experts Customer Experience Experience This!

4 Ways Improving Customer Relationships Can Help Build Your Brand

Win the Customer

Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. Communication Through Email.

CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius


This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Jorie Basque , Customer Relationship Manager. What is one customer success principle you try to live by?

6 Building Blocks of Long-Lasting Customer Relationships


​As a CSM, a key focus of your day to day activities will be to maintain constant communication with your clients. Throughout their customer journey, there’ll be a number of touchpoints and you’ll most likely be dealing with different stakeholders throughout the way.

Why Should You Automate Your Customer Relationship Process

Win the Customer

An effective CRM system can help a business maximize the value of their customers through improving every aspect of the customer relationship. Sales , marketing and customer service departments sometimes are in competition with each other for resources and results.

How Service Management Software Benefits Your Company’s Growth


The Right Field Service Management Solution Yields Long-Term, Recurring ROI. To achieve it, you have to boost customer retention , attract new customers, and/or offer new products and services. Personalizing service delivery through greater digital engagement with customers.

Customer Voice Management: Enabling Heroic Customer Relationships from the First Contact to the Last


Today we have so many ways to communicate with each other: email, text, social, web, chat, instant messaging, etc. This asynchronous communication can be helpful when a brand needs time to review information and reply. Connect to your customers in real time with a personal touch.

Customer Service For The Insurance Industry — The Key To Maintaining Long-Term Customer Relationships

Magellan Solutions

This is especially true for the insurance industry that relies greatly on their customer base. To keep the business going, companies from this sector should do their best to attract many customers and retain the existing ones. Securing the future of customers.

What Makes Up An Effective Customer Relationship Management System [Infographic]

transcosmos Information Systems

Customer service is one of the pillars of success for many businesses. Companies cannot expect to achieve optimal growth and increase their revenue if they do not have a solid customer service support in place that allows them to maximise their interactions with customers.

Guest Blog: Lead with Communication to Reduce these 5 Revenue Leaks


This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. Negative customer reviews or feedback.

Slippery Customer Service Issues Put Companies on Thin Ice

Experience Investigators by 360Connext

“I love what you say about caring about your customer’s experience! We get it when we’re customers. We know the dread we feel when we need to make a customer service call over a problem with billing. In one example, he refers to the veterans as customers.

Answered: Your Most Burning Questions About Account Manager Salary


An account manager acts as a middleman between the company and its customers. He or she oversees the relationship between the company and the customer. The manager ensures the company delivers to the clients according to their expectations. .

4 Keys to Successful Customer Communication in the Coronavirus Era


The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. The sudden influx of physical distancing, the (hopefully temporary) shuttering of businesses, and general unease about the virus have all reshaped how customers interact with brands virtually overnight. Key #2: Emphasize That Customer Feedback Matters Now More Than Ever.

How social awareness can improve customer relationship management

Service Untitled

Businesses grow as more customers come aboard, and that constant search for new clients is the life jacket for success. Of course building relationships with new customers are paramount; the hard part is taking the leads and transforming them into customers.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business


Live chat is a powerful tool that can help you reach your customer in a myriad of different ways. There is nothing more frustrating for a customer than dealing with a piece of technology that is hard to find and even harder to use. Hold your customer’s hand a little. Customize.

Keeping the “Dream” in Your Dream Team

Who's Your Gladys?

When your goal is to build a customer service dream team, and keep it going strong – it makes sense to learn from those who’ve already done it. That’s why we’re sharing concrete strategies from Dialog Direct, a company that offers a range of customer.

SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Building Relationships is Key to Survival. Success means moving the relationship beyond the sale.

Managing B2B Customer Lifecycle Stages


Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. 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.

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Guest Post: The Salient Approaches to Have Better Customer Engagement


She discusses multiple steps businesses can take to further develop their customer engagement strategies. This is where the reality of customer engagement lies. So, how do you make sure that the customer is still your prospect? TREAT THEM LIKE A CUSTOMER, NOT A SALE.

Can’t travel? 6 alternatives for Customer Success Managers.


In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. Over the past 2 years, we have talked to hundreds if not thousands of customer success leaders.

What is Bank Reputation Risk Management?


Bank Reputation Risk Management. Negative reputation, meanwhile, can drive away potential clients and increase customer churn. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern.

What is Customer Retention Management and Why Does it Matter?


As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management?

How Technology Changed the 5 W’s of Customer Communication


Technology in the digital transformation has changed every aspect of business—especially how we communicate with customers. Nowadays, the journey is personalized, connected, and complex, full of touch points mapped and managed by our AI tools.

Customer Success vs Account Management: Understanding What Each Team Does


Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Keeping Customer Goals in Mind.

5 Signs That You Are Suited for a SaaS Account Manager


The account manager plays a pivotal role in any business. With this evolution, the role of a SaaS account manager has not been the same as that of an account executive. They have become a people’s person and have been focusing on customer retention for their companies.

How Utilities Can Use Digital Communication to Fix a Fractured CX

CSM Magazine

For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). But today’s customer expects much more. When it comes to providing that kind of experience, the best place to start is with customer communications.