Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

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. A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. The buying journey has become more complicated, and longer. What do they value most?

B2B 129

B2B B2C Touchpoint Customer Journeys 129

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 193

Customer Service Chatbots Technology Interaction 193

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.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Provide Tailored Services .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. Customer experience is important. BUT… my business is… B2B. Our customers aren’t individual people in the traditional sense.

Healthcare 143

Healthcare B2B Industry B2C 143

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. We’ve all been there. But fear not!

B2B 52

B2B Survey Customer Experience Touchpoint 52

Heart of the Customer

APRIL 22, 2022

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy. It’s just different…and more complex.

B2B 78

B2B Trends Strategy B2C 78

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

CSM Magazine

APRIL 30, 2024

In a project with Sabio Group, the digital customer experience (CX) transformation services specialist, the Hungarian firm was awarded a ‘Project Falcon’ Innovation Award for its transition path to a subscription business model. We are thrilled to be embarking on this journey with Graphisoft.

Groups 52

Groups Multi-Channel e-support B2C 52

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

Retently

NOVEMBER 27, 2023

Outsourcing can range from a large contract, in which a big company manages IT services for another big company, to the practice of hiring a copywriter to write a piece of content. Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

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

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Where B2C goes, B2B follows. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe.

B2B 122

B2B Brands Innovation Government 122

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

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Loyalty Programs 69

Loyalty Programs Customer Service Self Service e-support 69

SurveySensum

JANUARY 8, 2024

Did you know that your surveys are causing fatigue among your customers? This low response rate is more than just a numerical woe – it represents the difficulty in cutting through the digital noise to engage your customers who are burdened with requests for customer feedback at every point. What is Survey Frequency?

Survey 52

Survey Feedback Automotive B2B 52

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? B2B vs. B2C conversion.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

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.

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

SurveySensum

SEPTEMBER 15, 2023

Are you struggling to meet your B2B clients’ ever-changing needs in today’s fast-paced service industry? In the realm of B2B service, staying attuned to client feedback is more crucial than ever. This is where customer feedback tools become essential. But what exactly a B2B service feedback tool is?

B2B 52

B2B Tools Feedback Comparison 52

ECXO

APRIL 21, 2023

Formato convencional24 In partnership with SAS , the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor. -How

B2B 52

B2B Engagement B2C Customer Experience 52

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

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

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. Based on the company ‘’mindset’’ and approach.

B2B 94

B2B Customer Experience Roadmap Culture 94

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 125

Self Service Customer Service Customer Journeys B2B 125

Seaton CX

DECEMBER 8, 2023

Customer Journey Mapping is a critical tool for managing, measuring, and improving customer experiences. A successful customer journey map creates empathy for customers and sparks customer-centric change. Why are all these customer journey maps failing to show a return on investment?

Customer Journeys 59

Customer Journeys Return on Investment Customers Contact Center 59

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Server interruptions.

B2B 92

B2B Customer Success Customer Service B2C 92

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 83

B2B Net Promoter Score Self Service Social Media 83

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. There must also be a process behind delivering an amazing customer experience. Make it easy for your customers to adopt your products and services.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

SurveySensum

AUGUST 21, 2023

Are you struggling with retaining your existing SaaS customers? Many businesses encounter this challenge at some point in their journey. However, the good news is that some have managed to double their revenue through effective customer retention strategies. You’re not alone. Would you like to know How?

Customer Retention 52

Customer Retention B2B Strategy NPS 52

ECXO

APRIL 14, 2023

ECXO Executives sessions1 In partnership with SAS, the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor.

B2B 52

B2B Engagement Consulting Culture 52

Team Support

MARCH 23, 2021

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. Know your customers.

B2B 105

B2B Self Service Tips Social Media 105

Daniel Group

APRIL 13, 2022

This edition of Success Strategies focuses on growing your business through referral marketing with the foundation of excellent Customer Experience. You need to clearly understand how significant customer experience is to sales and marketing. Did you know that 25% of B2B buyers rely on the experience of others?

Marketing 98

Marketing B2B Tips Feedback 98