ShepHyken

JUNE 7, 2021

Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. My Comment: A loyalty program for B2B? Many of the same principles in a B2C loyalty program apply to B2B. Absolutely!

Customer Service 336

Customer Service Customer centricity Government Upselling 336

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Enterprise 62

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. Make Customer Experience a Priority .

Best practices 81

Best practices B2B Sales Customer Experience 81

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article.

Customer Service 176

Customer Service Advertising B2C Big data 176

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Your company loses the sale. One of the reasons for this gap is the reliance on dedicated account teams who are charged with figuring out who the influencers are and managing them one by one. Ways to Integrate B2B Influencers’ Views.

B2B 109

B2B Journey mapping Accountability Best practices 109

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience. This single fact means a lot.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

CustomerSuccessBox

MARCH 14, 2022

Closing a SaaS sales deal could take a hefty time depending upon a lot of factors. The Post Sales Process’. Post-Sales refers to a collection of processes that you need to perform after a customer purchases your service. While all of these activities could be performed using a Post-sales CRM.

CRM 52

CRM SaaS Sales Journey mapping 52

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. Finally, he shares with companies that are just getting started what he learned in RICOH Canada’s Customer Experience journey. Everyone sells at the company, and everyone is part of the sales organization.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Like the touch-points we typically think about — online user experience, marketing content, sales, and service — these industrial post-purchase touch-points should be analyzed and optimized for consistent performance. B2B Customer Experience: Do This, Not That.

B2B 59

B2B Customer Experience Journey mapping Engineering 59

SmartKarrot

OCTOBER 26, 2022

The classic business proverb, 80% of your sales originate from 20% of your clientele, holds true for most firms. When a sale is closed, the work is not finished. When a sale is closed, the work is not finished. Key account management is the tactical method businesses use to manage and expand their most crucial clients.

Best practices 11

Best practices B2B Accountability Management 11

GetFeedback

JANUARY 19, 2020

Text from sales team interactions. . Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) .

Surveys 146

Surveys Journey mapping Feedback B2B 146

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). You can also think of certain industries where all your customers are potentially high-impact such as B2B clients, rare disease pharma patients and 5 star hotel guests. Fire away those ad hoc surveys!

B2B 90

B2B Journey mapping B2C Benchmark 90

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. However, it also applies to B2B businesses. In the B2B world, the customer experience is crucial for businesses to differentiate themselves in a crowded market. Customer account journey for B2B organizations can help with this. .

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

ChurnZero

MAY 22, 2024

CSMs are spending over a quarter of their time scheduling calls, creating decks, and copy/pasting the same email to every one of their accounts when important things come up. Marketing and sales are both occasionally running campaigns to current customers, that customer success usually finds out about after the fact. That’s okay!

Journey mapping 52

Journey mapping Surveys Accountability Feedback 52

Totango

JUNE 17, 2021

Sales funnel stages. However, audience segmentation is geared towards audiences segmented from a marketing and sales perspective. It can be used for marketing and sales interactions with your customers, in which case it is essentially similar to audience segmentation. Onboarding progress. Feature adoption. Renewal status.

B2B 71

B2B Accountability Journey mapping Sales 71

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. B2B clients tend to measure performance in terms of key performance indicators, so SaaS QBR discussions often focus on KPIs. Updating goals, strategies, and KPIs to pursue future objectives.

SaaS 98

SaaS Journey mapping Upselling Best practices 98

Education Services Group

JULY 28, 2019

You wouldn’t ask your accountant for help with child care. These distinct separations help B2B businesses to connect customer needs with characteristics. Segmentation drives your strategies for growth, your customer journey mapping, your investment (both financially and time-based) in each customer, and so much more.

Accountability 40

Accountability Journey mapping Marketing Upselling 40

ChurnZero

APRIL 11, 2024

The phrase “B2B is still human-to-human” is really helpful here. Not every single contact within a customer account is going to need or want the same experience or information from you, so think about who those individuals are before you start creating content for them. What are they trying to accomplish? What motivates them?

B2B 52

B2B Journey mapping Marketing Sales 52

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM.

Customer Experience 97

Customer Experience B2B Management B2C 97

Nicereply

FEBRUARY 2, 2024

This will simplify your B2C or B2B sales lead generation efforts since prospective clients will come to you with pre-established trust courtesy of the positive reviews by your happy customers. Account Management Like customer service, account management offers reactive support to customers on a case-by-case basis.

Education 59

Education Accountability Customer retention Journey mapping 59

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

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. Buying Influencers: Many parties within a B2B firm influence buying decisions. So, what does it mean?

B2B 62

B2B Feedback B2C Enterprise 62

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ClearAction

JUNE 18, 2016

Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? If not, representative samples at the account level may not be representative at all when it comes to what really drives decisions to buy and re-buy from you.

Customer Experience 54

Customer Experience B2B Management Journey mapping 54

Callminer

FEBRUARY 27, 2019

Assess the data under the lens of potential sales opportunities. B2B organizations will want to segment customers by objectives and personas using both explicit (i.e. Create an official ‘customer journey map’. Then, create a comprehensive journey map. SaleMove; Twitter: @salemove.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. Know Your Accounts’ Budgeting Timeline. For accounts that are up for renewal in Q4, you should have a good understanding of their budgeting process and timeline. Timing is everything.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

SmartKarrot

NOVEMBER 14, 2022

The decisions your business makes during the account onboarding process can be crucial for determining the future success of an account. Account onboarding can help your business address customer queries and concerns related to the value your products and services can provide them.

Accountability 10

Accountability B2B Journey mapping Construction 10

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. How do you know where your consumers are right now in their journey? You do if you have a client journey map. It’s vital to have the map in place so you can figure out when and how to create a CS roadmap.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

The Petrova Experience

OCTOBER 12, 2021

Of course, it does not help that the field carries its own terminologies like journey mapping, user experience, and service design. Additionally, service design drives the organizational ownership and accountability that transform a journey map into an actual customer experience. This client was a B2B company.

Customer Experience 59

Customer Experience Journey mapping Airlines Government 59

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

JustCall

MARCH 8, 2023

Diane Magers Founder and Chief Experience Officer at Experience Catalysts Diane Magers is an accomplished senior executive with over 25 years of experience in customer experience, sales, and marketing. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector. Follow Sue on LinkedIn 7.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Skybridge

JULY 8, 2020

Asked one of your field sales representatives about the specifications of one of your products? Used your interactive voice response unit to access your account information online? Senior Vice President, Sales and Marketing. Or put another way, when was the last time you: Accessed your website from a mobile device?

Journey mapping 52

Journey mapping Interactive Voice Response B2C B2B 52

JivoChat

NOVEMBER 22, 2021

That’s exactly where content marketing enters, helping you to communicate with other companies, considering what the B2B (Business to Business) model needs. . Many SaaS B2B products require a how-to or a tutorial, for example. Then, it will be up to the sales team to get in contact and close the deal.

SaaS 52

SaaS Marketing B2B Metrics 52

ClearAction

DECEMBER 31, 2015

All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C. ” B2B Customer Experience: Do This, Not That. ” Customer Experience ROI Opportunities in B2B Touchpoints. ” Strategic Action on B2B Voice of the Customer.

Customer Experience 54

Customer Experience B2B B2C Journey mapping 54

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. Relationship Building in B2B for Customer Retention. Relationship building is just as crucial in B2B as in B2C for some very good reasons.

B2C 38

B2C Customer Experience B2B Journey mapping 38

GetFeedback

APRIL 8, 2019

In fact, 60-70% of B2B marketers admit they don’t understand their buyers, which is exactly what buyer personas are designed to do. It’s why companies like HubSpot are ditching them for more intensive audience targeting and customer journey mapping: it provides a better experience from start to finish. . Are they older?

B2B 83

B2B Analytics Journey mapping Accountability 83