Anexa BPO

FEBRUARY 17, 2023

In the B2B space, CX is just as important as it is in the B2C space, and failure to provide a positive CX can result in lost business, negative word-of-mouth, and a damaged reputation. Data, data, and more data Your B2B CX strategies need to be built on data – consistent, comprehensive, and connected.

B2B 52

B2B Bilingual agents Outbound sales B2C 52

ShepHyken

SEPTEMBER 18, 2023

Email remains a dominant channel for B2B communication. Companies across different industries should customize their response speed based on the preferences of their customers. There is no one-size-fits-all approach, and understanding industry-specific expectations is essential to succeed.

B2B 189

B2B Analytics Customer Experience Management 189

JustCall

APRIL 26, 2022

As such, contact centers must offer their conventional sales playbooks a technology boost – in the form of B2B sales intelligence – to effectively push a deal over the finish line. Besides, complex B2B sales processes go beyond just numbers and names. Following are the benefits of AI sales tools for B2B companies: 1.

B2B 52

B2B Sales Upselling CRM 52

CSM Magazine

JANUARY 27, 2023

In New York City, the business-to-business (B2B) sector is large and ever-changing. To remain competitive, businesses must have a thorough understanding of current industry trends and client preferences. Businesses seeking to navigate a post-pandemic market must ensure they have access to the most recent research results.

B2B 52

B2B Marketing Transportation Construction 52

TeamSupport

APRIL 27, 2021

It’s not just the tech industry that has felt its impact, but also pretty much any other industry thanks to the versatility that is so characteristic of AI. Likewise, the B2B sector has also been affected by the spread of AI and its common usage by business owners and marketers alike. Personalize Your Marketing.

B2B 64

B2B Customer Support Marketing Chatbots 64

aircall

DECEMBER 23, 2020

The B2B sales cycle is a time-consuming process that involves multiple parties, including procurement specialists, buying committees, and other stakeholders. Over the last 10 years, advancements in technology have changed the face of the B2B sales cycle for buyers and sellers. How Technology Has Changed the B2B Sales Cycle .

B2B 62

B2B Sales Technology voip 62

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

JustCall

NOVEMBER 24, 2022

B2B sales strategy has come a long way from the time of networking at trade events or rattling off pitches while cold calling. Almost a decade ago, Accenture brought to light how a shocking 94% of B2B buyers conduct online research before making a purchase. All that’s changed are the B2B buyer’s expectations.

B2B 52

B2B Sales B2C SaaS 52

OctopusTech

MAY 25, 2021

It’s a fact that for B2B software industries securing a new client can be a difficult as well as a hectic task. Moreover, all B2B businesses have certain objectives as well as deadlines to meet that correspond with their financial incentives. Successful onboarding makes your new customers feel imperative as well as valued.

B2B 62

B2B outsourcing Customer Support Accountability 62

Interaction Metrics

FEBRUARY 1, 2021

Those of us who work in B2B CX know how different this discipline is from consumer-facing / retail Customer Experience. And unfortunately, there are fewer stats, books, and articles, just less information overall about B2B CX. To kick us off, here are what I see as five special characteristics of B2B customers.

B2B 48

B2B Customer Experience Journey mapping Surveys 48

Calltools

SEPTEMBER 15, 2021

B2B telemarketing requires a slightly different set of skills than telemarketing to consumers. Use the following tips to make your B2B campaigns more successful. The lead’s industry and growth prospects. Recycle Leads From Previous B2B Telemarketing Campaigns. During a B2B campaign, you want to reach people at work.

Telemarketing 52

Telemarketing B2B Scripts CRM 52

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2B companies sell to other companies.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ShepHyken

SEPTEMBER 15, 2020

Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. In B2B buying, the stakes are incredibly high. Quotes: “Bringing together the analytic power of AI and the context and empathy power of a human being can deliver an incredibly personalized, really effective, fast selling process.”.

B2C 311

B2C B2B Self service Sales 311

CSM Magazine

MAY 12, 2022

Whether you’re in B2B SaaS, e-commerce, or another industry, customer and employee satisfaction are likely to be key to success, making new approaches more attractive. Predictive customer analytics applies AI to observe customer activity and find patterns in the data. Yesterday, reactive customer support was status quo.

Analytics 59

Analytics Customer Support Engineering B2B 59

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. We asked ChurnZero’s industry network of CS experts to weigh in. ” How do other industry experts see customer success goals evolving?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Interaction Metrics

JULY 10, 2023

Especially for many B2B companies, AI isn’t necessary to achieve rigorous Text Analysis of comments and conversations. Especially for many B2B companies, AI isn’t necessary to achieve rigorous Text Analysis of comments and conversations. What if you’re a smaller company without that huge dataset? Far from it.

B2B 48

B2B Customer Experience Chatbots Feedback 48

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The team is very strong in their ability to execute the unique product to B2B market and is able to create a world-class solution for industry leaders.” “The

Analytics 121

Analytics Marketing Customer Experience Telecommunications 121

NICE inContact

MAY 22, 2018

In the B2B realm, the same priorities ring true. To overcome this, contact centers need to empower agents with advanced analytics and workforce optimization technologies, and put all the information and customer context that agents need, right in front of them in one unified solution for each interaction.

B2B 48

B2B Customer Experience B2C Healthcare 48

PeopleMetrics

DECEMBER 1, 2021

My hope is this book is the first of many that moves the pharma industry in the direction of frictionless customer experiences similar to what has transformed other industries. The result is an industry leading VoC and research solution for B2B, Pharma and other industries where small numbers of customers carry a big weight.

B2C 118

B2C Telecommunications B2B Banking 118

ShepHyken

SEPTEMBER 23, 2019

The technology is already making an impact across many industries. Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. The Ultimate Guide to B2B Reviews by Sarah Fraizer. There are review sites for every type of business in every type of industry.

Journey mapping 252

Journey mapping Customer Service B2B Analytics 252

C3Centricity

APRIL 23, 2024

The rapid evolution of today’s digital landscape only compounds these challenges, demanding strategic agility and an analytical mindset from today’s marketing leaders. While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email.

Marketing 90

Marketing Advertising B2B Analytics 90

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

B2B 92

B2B CRM Enterprise Upselling 92

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. It’s easy to miss the new B2B buyer demands. Internal organizational silos are known in B2B SaaS. He shares how to improve the SaaS customer experience to encourage customer loyalty.

SaaS 176

SaaS Customer Experience B2B Feedback 176

Pointillist

MARCH 22, 2018

90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. 5 steps to find better upsell and cross-sell opportunities using journey analytics. By Swati Sahai. ‘90%

Upselling 71

Upselling Analytics B2B B2C 71

ShepHyken

JUNE 5, 2017

This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses. My Comment: The airline industry is a hot topic in the world of customer service. Several incidents over the past months have contributed to public awareness of the problems in the industry.

Airlines 185

Airlines Customer Service B2B B2C 185

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. This team brings important capabilities to PeopleMetrics that I am excited to share (more on that below …).

B2B 90

B2B Journey mapping B2C Benchmark 90

ShepHyken

OCTOBER 6, 2022

The research sample consisted of data collected from some 18,537 customers of 24 large organizations from 9 different industry sectors, and the analysis included conducting structural equation modeling predictive analysis on 59 customer groups.

Journey mapping 176

Journey mapping Customer emotions Customer effort B2C 176

Hero Digital

DECEMBER 19, 2018

In a recent acquisition with Clock Four, a leader in customer experience strategy, Hero Digital will be adding another major accomplishment to their impressive growth they’ve had year over year, primarily strengthening their work in the financial services and B2B space. Kristine Stebbins, Managing Director.

Personalization 40

Personalization Analytics B2B Self service 40

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Pointillist

DECEMBER 27, 2018

To improve their organization’s customer intelligence capabilities, leading business intelligence (BI), marketing analytics and customer intelligence (CI) professionals are now employing journey analytics to analyze an ever-expanding range of customer data. 7 Powerful Ways to Improve Customer Intelligence with Journey Analytics 1.

Analytics 53

Analytics Marketing Call Center Personalization 53

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Peter Lavers

SEPTEMBER 6, 2018

This list features influencers who are contributing to the customer service industry in an outstanding way. Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. .

Customer Service 100

Customer Service Automotive B2C CRM 100

Infinity

APRIL 1, 2019

This was the subject of a pair of talks I delivered at the B2B Marketing Expo in London recently, lifting the lid on some of the analytical approaches to take in building a growing B2B business. This is an approach to use as a growing SaaS business, but the principles hold for many other subscription and B2B businesses too.

B2B 40

B2B Metrics Marketing SaaS 40

ShepHyken

NOVEMBER 4, 2016

Predictive Analytics: Millennials have changed the way traditional customers used to buy, behave or react to different perspectives. Such analytics can provide great turnaround to any organization and help them to stand out of the ordinary. Organizations. Shaista Haque is a marketing enthusiast at Ameyo.

Analytics 317

Analytics B2B Technology Enterprise 317

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. Is Your Digital Marketing Strategy Ready for an AI Intervention?

Customer Service 261

Customer Service Chatbots Metrics Contact Center 261