B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views

ClearAction

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Ways to Integrate B2B Influencers’ Views. Originally published as an Advisor monthly column on CustomerThink.com as B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

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Seven ideal characteristics of a B2B influencer

Peter Lavers

In B2B, however, the concept is not new at all – the independent endorsement of “thought leaders” is a well-established means to enhance product/service credibility and trustworthiness. The post Seven ideal characteristics of a B2B influencer appeared first on Think CX.

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The Reliable Guide to B2B Lead Generation without Cold Calling

Genroe

The post The Reliable Guide to B2B Lead Generation without Cold Calling appeared first on Genroe. B2B - Business to Business Best Practices B2B digital marketing inbound marketing lead generation salesBy Adam Ramshaw I’ve specialised in lead generation for 25 years now. Sometimes as a front line account manager. Sometimes as a business owner. And, you know, I hate cold calling. Love talking to people about their challenges and helping them solve business problems.

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B2B Customer Experience: Do This, Not That

ClearAction

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? B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

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Customer Experience ROI Opportunities on B2B Touchpoints

ClearAction

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

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3 Winning Factors for B2B Customer Experiences

inContact

In the B2B realm, the same priorities ring true. B2B customers typically spend much more money on services and are generating business revenue related to those services. The post 3 Winning Factors for B2B Customer Experiences appeared first on NICE inContact Blog.

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Working with B2B vs B2C Telemarketing for Business Growth

OctopusTech

Understanding B2B, B2C and Telemarketing. B2B , as the name signifies, is a type of commercial transaction where two business houses perform the purchasing and selling of merchandise such as the entity providing services to other business or entity supplying material to another for production.

Tech Vendors: Good CX Correlates to Referenceable B2B Clients

Customer Experience Matters

The post Tech Vendors: Good CX Correlates to Referenceable B2B Clients appeared first on Customer Experience Matters®. B2B CX Customer experience Tech VendorsIn our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference.

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When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

The second, a B2B example, involves a major business services firm. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services. If anything, due to the more critical nature of touch points, performance, brand perception, and relationships in B2B, bonding may well be more important in this arena than in the business-to-consumer world. The post When B2B and B2C Key Performance Metrics Flatline….

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Using B2B VoC to Transform Customer Experience

ClearAction

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led.

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5 Promises That Define B2B Customer Success

Customer Experience Matters

We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. Many B2B companies are realizing that customers aren’t buying products. The post 5 Promises That Define B2B Customer Success appeared first on Customer Experience Matters®.

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How to Increase Synergy in B2B Voice-of-the-Customer

ClearAction

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. Answers to “What is the level of coordination across B2B CXM practices?” Source: ClearAction B2B CXM Best Practices Study. See the full B2B CXM series.

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$75 Billion Dollars Is Lost Due to Poor Customer Service

ShepHyken

While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch. The numbers are different in the B2B world, as the customer may have fewer options.

3 Methods to Calculate Your Net Promoter Score in B2B Companies

Satrix Solutions

Interestingly, while the calculation itself is simple, Business-to-Business (B2B) companies often employ different methodologies to arrive at a score. To calculate your company’s Net Promoter Score another approach that is generally acceptable for B2B organizations is the “waterfall” method.

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How B2B Companies Become Customer Experience Leaders

CX Journey

Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. The B2B customer experience proves to have its complexities.

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4 Steps to Small Business B2B Customer Feedback Success

Genroe

Maybe you think that as a B2B company, you don’t have enough customers to […]. B2B - Business to BusinessYou’re a smart business owner. You keep up to date with the latest trends. You really like the whole customer feedback idea, and maybe you’ve heard about Net Promoter but you’re just too small for it to be useful, aren’t you?

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Best Practice Guide to B2B Lead Scoring (inc Excel Template)

Genroe

The post Best Practice Guide to B2B Lead Scoring (inc Excel Template) appeared first on Genroe. Winnowing the leads your marketing process collects is an important task. Which downloaders, event and webinar attendees, email contacts should your sales team put at the top of it’s list and which should the marketing automation system take care of? Lead Scoring helps you prioritise those leads. It is an important element of the lead […].

Tech Vendors Receive Negatively Biased Customer Feedback (B2B)

Customer Experience Matters

The post Tech Vendors Receive Negatively Biased Customer Feedback (B2B) appeared first on Customer Experience Matters®. We publish an annual report that examines what consumers do after a good or bad experience. So we decided to do that same type of analysis to examine how IT decision makers in large North American organizations respond to a good or bad experience with a tech vendor. As you can see in the chart below: Most share feedback inside their company.

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In B2B environments, no news is not good news

Connecting the Dots

In B2B environments, no news is often NOT good news. The post In B2B environments, no news is not good news appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~. By David Beinhacker , John Goodman.

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In B2B environments, no news is not good news

Connecting the Dots

In B2B environments, no news is often NOT good news. The post In B2B environments, no news is not good news appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~. By David Beinhacker , John Goodman.

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Transforming the B2B Supply Chain – a Whitepaper by Coreen Head

ijgolding

B2B B2B Supply Chain B2B Supply Chain Transformation Coreen Head OmPrompt I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. Transforming a business culturally, behaviorally and systemically is an enormous, long term challenge for the majority of companies all around the world. To truly transform, individuals and companies need […].

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The Science of B2B Retention Selling

Genroe

This session is relevant to CXOs and Sales/Marketing executives in B2B companies, especially in hi-tech or business services. Online Ticketing for The Science of B2B Retention Selling powered by Eventbrite. How to predict which clients you will lose (or will spend more). Are you confident in your post-sales team’s ability to secure renewal business? If you have a “land and expand” strategy, do know when you can expand your business in a given client?

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7 Simple Steps for Technical Blogging That Ranks

Genroe

B2B - Business to Business Best Practices Inbound Marketing B2B blogging content marketing lead generation writingIf you’ve ever written a technical blog post and wondered why no one reads it, don’t be disheartened. Technical blogging help is at hand. I’ve written this post for technical people who really know their stuff but are not sure how to write a blog post that attracts high-value readers. Writing a blog post that […].

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The Easy Guide to Technical Blogging for SEO

Genroe

B2B - Business to Business Best Practices Inbound Marketing B2B blogging content marketing lead generation writingIf you’ve ever written a technical blog post and wondered why no one reads it, don’t be disheartened. Helps is at hand. I’ve written this post for technical people who really know their stuff but are not sure how to write a blog post that attracts high-value readers. Writing a blog post that gets you […].

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Why Human Connections Never Go Out of Style

360Connext

In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. In #CX, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. Human connections make a huge difference in B2B. The world is fast.

Transforming the B2B Supply Chain – a Whitepaper by Coreen Head

ijgolding

Question: Is it even possible to gain, and then maintain, a competitive advantage in B2B supply chains today? is typically the supplier’s ability to focus on their customers’ demand for more personalisation by embracing the most robust and adaptable B2B supply chain solutions possible.

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Guest Blog: The Customer Experience is Not Just for B2C

ShepHyken

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. Knowing Where B2B Differs in the Customer Experience.

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Understanding Business-to-Business Customers’ Purchase Decisions

ClearAction

B2B Customer Loyalty. B2B buying decisions are often complicated. B2B customers are leery of granting “sole supplier” status. Getting preferred supplier status is a huge coup for a B2B supplier. B2B Decision Influencers.

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With AppConnect, Talkdesk is Doing B2B Apps the Way They Should Be

Fonolo

Talkdesk rose quickly from humble origins to make big waves in the call center space. Their fast growth has made industry veterans rethink their assumptions.

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Introducing The Temkin Customer Success Index

Customer Experience Matters

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. B2B CX Customer Connectedness Customer experienceThese companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services.

Is Operations Involved in Customer Experience?

ClearAction

Should Operations be the home for every B2B company’s customer experience leadership? Originally published as an Advisor monthly column on CustomerThink.com as Is Operations Involved in B2B Customer Experience? Is Operations Involved in Customer Experience? Lynn Hunsaker.

The Lead Qualification Approaches Proven to Lift Sales

Genroe

B2B selling is expensive. For B2B businesses, lead nurturing is important to move leads through the Buyer’s Journey, but Lead Qualification is critica […]. B2B - Business to Business Inbound MarkeSales cycles are long, typically 3 months to longer than a year, sales staff resourcing is high and even just creating the proposal can take hours, or in some cases, hundreds of hours.

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Business-to-Business Customer Experience Strategy

ClearAction

But the shiny object syndrome, following the crowd, impatience, greed, self-centered thinking, and lack of due diligence in business case development have too often obscured the wisest business-to-business customer experience strategy (B2B CX) decisions.

Report: 2017 Temkin Experience Ratings of Tech Vendors

Customer Experience Matters

B2B CX Benchmarks Bruce Temkin Research Business impact Customer experience ROI of Customer Experience Tech Vendors Temkin Group ResearchWe just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Watson Commerce Tweetchat – 13 February, 6pm UK time

Peter Lavers

Peter Lavers will be co-hosting an IBM Watson Commerce tweetchat with Melissa Gonzalez (award winning retail strategist) on Tuesday 13 February at 6pm UK time / 1pm EST. The subject is how Digital Innovation is required to deliver accelerated growth in B2B commerce. B2B is at in inflection point. It’s a new B2B world now – and digital innovation is key to deliver accelerated growth. What are the challenges organizations face in B2B eCommerce?

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Do Customers Experience Your Internal Collaboration — or Lack of It?

ClearAction

” This has led to creation of common processes and systems for B2B and B2C client groups, rather than separate endeavors. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. Customer Experience ROI Opportunities in B2B Touchpoints.

Understanding Business-to-Business Purchase Decisions for Customer Experience Management

ClearAction

Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Yet, today few B2B suppliers pay attention to these facts. Obstacles to Identifying Influencers of B2B Purchases. B2B Customer Journey Maps: New Wisdom.

Report: Lessons in CX Excellence, 2018

Customer Experience Matters

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

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Customer Relationships and Moments That Matter

CX Journey

I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. In their report, KPMG Nunwood outlines examples of both for B2B companies and their customers along those key stages. B2B customer experience

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State of Business-to-Business Customer Experience Management

ClearAction

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Therefore, surveys of B2B practices may understate the actual work being done.

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