Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). The senior account manager handled the most critical accounts. So they focused on that 20 percent, which left the other ones without an account manager, effectively.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty. An adaptive strategy that accounts for the changing customer and market landscape.

B2C 66

B2C B2B Customer retention Marketing 66

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Consider implementing result-oriented tactics like pay-per-click and account-based marketing for quick, effective and sustainable outcomes. The pandemic has brought everyone back to basics.

B2B 376

B2B Journey mapping B2C Telecommunications 376

The Northridge Group

JUNE 2, 2023

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. Dealing with providers is essentially a B2B function while dealing with members is B2C. Like greater flexibility on account terms (i.e., However, there are some clear distinctions.

B2B 67

B2B B2C Contact Center contact center associations 67

ShepHyken

JUNE 7, 2021

Many of the same principles in a B2C loyalty program apply to B2B. That question has accounted for millions and millions of extra sales. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. My Comment: A loyalty program for B2B? Absolutely! Who doesn’t love those delicious fries?!)

Customer Service 341

Customer Service Customer centricity Government Upselling 341

Totango

SEPTEMBER 7, 2021

B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Here we’ll consider the differences between B2B and B2C engagement before laying out three of the most important best practices for effective B2B client engagement. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B B2C Best practices Self service 80

ShepHyken

JULY 13, 2018

If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone. Relationship building is just as crucial in B2B as in B2C for some very good reasons. Customer mapping is just as essential for B2B as it is for B2C.

B2C 38

B2C Customer Experience B2B Journey mapping 38

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries.

Accountability 40

Accountability Management B2C Upselling 40

Totango

FEBRUARY 11, 2022

B2B customer experience differs from B2C customer experience in several important ways. In many cases, a small number of B2B clients account for a large percentage of a company’s revenue, leading to a need for multiple engagement models for effective relationship management. Why Take B2B Customer Experience Seriously?

B2B 108

B2B Customer Experience B2C SaaS 108

Call Center Weekly

APRIL 19, 2018

Innovative, employee-driven Call Center Operations Manager with a comprehensive, progressive 15+ year career filled with expertise in customer/client services, employee relations, recruiting, process implementation, B2C and B2B sales, and project management.

Employee engagement 227

Employee engagement Call Center B2C B2B 227

Quality Contact Solutions

OCTOBER 7, 2021

If your list of former customers is too extensive for your sales team to absorb the work, consider farming it out to a third-party call center offering B2C outbound marketing as a service. An inventive might help you identify which accounts are price sensitive so you can position your message to them in the future to keep their business.

B2C 98

B2C B2B Engineering Call Center 98

ShepHyken

OCTOBER 6, 2022

In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions. In reality, the predictive analytics structural equation model showed that the Product only accounts for 12% of the largest drivers of value. Strategic Implications.

Journey mapping 179

Journey mapping Customer emotions Customer effort B2C 179

ChurnZero

OCTOBER 1, 2022

Q: Is there a difference in CSQL growth with B2B and B2C customers? There’s starting to be this sense of maybe we need Customer Success for B2C. My p ersonal professional opi nion is that most B2C companies don’t actually require much in the way of Customer Success unless they’re B2B2C.

B2C 97

B2C Upselling B2B Accountability 97

ShepHyken

MAY 28, 2023

For businesses, this meant being held accountable to a standard of excellence that Americans have always come to expect. My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry. I refer to this as a hospitality mentality.

Customer Service 163

Customer Service Customer centricity B2C Government 163

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. B2B vs. B2C Customer Service.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

Kapta Customer Success

JANUARY 31, 2022

According to Recurly Research in 2020 , "B2C companies experience higher churn than B2B, at 7.05% versus 5.00%." Both numbers represent a huge loss of companies in either sector — lost customers mean lost marketing dollars, customer service hours, and forecasted revenue built into each customer.

B2C 98

B2C B2B Marketing Customer Service 98

C3Centricity

JULY 27, 2021

Other industry research states reasons why accounts churn. It is a breakdown in account service, the account is not being serviced at a level of their expectations. Most of this discussion is applicable to both B2C and B2B; with the exception of the 80/20 rule which is explained later. First, let’s define a Raving Fan.

B2C 71

B2C B2B Accountability Sales 71

ShepHyken

NOVEMBER 24, 2017

If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them. Not sure where your customers go when they’re online?

Customer Service 222

Customer Service B2B B2C Accountability 222

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. B2B companies, needing to catch up with B2C, have started offering similar experiences, but in a slightly different way.

Sales 99

Sales Technology B2C Customer Experience 99

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Mobile vs desktop retention.

B2C 84

B2C B2B Benchmark Best practices 84

Comm100

JUNE 5, 2024

For example, in 2022 alone, abandoned carts accounted for over $4 trillion in lost revenue globally. As we mentioned, most eCommerce chatbots are being used in the B2C sphere, but the real gold mine lies in the B2B aspect of online business dealings.

Abandon rate 52

Abandon rate Chatbots Best practices B2B 52

Quality Contact Solutions

JANUARY 27, 2022

This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account. Let’s talk about cross-selling. How a Partner Can Help You Increase Sales.

Sales 98

Sales Upselling B2C Best practices 98

ShepHyken

SEPTEMBER 20, 2019

Simply put, B2B support is significantly different than B2C support. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. This week we feature an article by Robert C.

B2B 276

B2B Customer Support CRM B2C 276

TeamSupport

OCTOBER 8, 2020

We serve companies in all different industries, from SMBs to enterprise—when many of our competitors have maintained their focus on B2C “ticketing.” TeamSupport is the only B2B customer support software solution to offer a Private Cloud to enterprise accounts. Learn more about Eric.

B2C 59

B2C B2B Enterprise CRM 59

OctopusTech

APRIL 26, 2020

It works for both B2B and B2C industries. This tactic is perfect for both B2B and B2C companies. You need a team of inside sales professionals with LinkedIn accounts. You might require a sales navigator Linkedin premium account in order to reach the right people. Email Marketing. Who is this right for? How is it done?

B2C 62

B2C B2B Advertising Engineering 62

GetFeedback

APRIL 30, 2018

Online reviews are essential in both B2B and B2C contexts. However, the nature of B2B sales creates certain challenges that companies don’t have to worry about with B2C. Each buyer persona should be accounted for. Then there’s the difference between B2B and B2C products themselves.

B2B 68

B2B B2C CRM Surveys 68

CX Accelerator

FEBRUARY 6, 2019

There is a bit of a difference between B2B and B2C and even eCommerce on this, but we all have so much to learn from each other! While we were looking at your account we saw some searches for McDonald Heating and Cooling and added that as a negative keyword to prevent any wrong number calls coming through your ads."

Contact Center 206

Contact Center B2C B2B Metrics 206

Mindtouch

JANUARY 23, 2020

CX-focused MindTouch customers can see yearly savings from $10K-100K (B2B) and $1M-20M (B2C). This included personally reaching out to accounts and performing in-depth customer experience audits for 20% of our customer base (which serves more than eight million users). To drive customer lifetime value, we first had to look inward.

Metrics 62

Metrics B2C B2B Self service 62

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. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

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%). Longitudinal view” will allow analysis of individual response or account data over time (think tracking NPS of a B2B key account or high-impact customer over time). Fire away those ad hoc surveys!

B2B 90

B2B Journey mapping B2C Benchmark 90

Peter Lavers

JULY 6, 2016

This is particularly an issue in B2C companies, as it comes out 3rd amongst B2B respondents. I use different systemic models for B2C, B2B and Public Sector/Not For Profit (NFP). Consolidation in the sector has made it critical to effectively manage relationships with key accounts, partners, brokers, suppliers and distributors.

Customer centricity 100

Customer centricity B2C B2B Engineering 100

SmartKarrot

JULY 7, 2023

In today’s competitive business environment, no business can sustain itself without being mindful of critical aspects like Account White Space. In this write-up, we are going to introduce you to critical concepts like account white space, mining white space, farming white space, etc. What is Account White Space Analysis?

Accountability 10

Accountability Upselling B2B B2C 10

customer sure

JUNE 19, 2022

In business-to-business environments, an Account Manager might be responsible for certain clients, and they should receive and respond to the feedback. This might also be the case in B2C situations where some customers or segments are regarded as ‘the most valuable’ and require personal account management.

Feedback 62

Feedback B2C Morale Customer centricity 62

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 117

B2C B2B Journey mapping SaaS 117

SmartKarrot

JUNE 29, 2020

Hence, account based marketing is one such strategy that caters to this need specifically. B2B target audience is way lesser in numbers than B2C audience. In B2C marketing, you need to address a vast majority of the crowd. How B2B Account based marketing can help? But this approach is not useful in B2B marketing.

Accountability 10

Accountability Marketing B2B B2C 10