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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B2B Customer Experience: All Hands on Deck

Call Center Weekly

And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. And here’s the thing – as a B2B event marketer, I still apply this advice. Kathryn Frankson is a B2B event sales and marketing professional at UBM.

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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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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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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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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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Solving Complex Challenges through B2B Customer Experience

ClearAction

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. ” Originally published as a special invitation CustomerThink Advisors monthly column on B2B Customer Experience : Strategic Action on B2B Voice of the Customer.

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B2B Customer Journey Maps: New Wisdom

ClearAction

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. This article was originally published on CustomerThink as part of an Advisor Column monthly series, Optimizing the B2B Customer Experience. B-to-B Customer Experience b2b customer experience journey customer experience journey map

The Best B2B Marketing Tips And How They Actually Work

Genroe

B2B marketing can be tricky. Many small companies in the B2B space still rely on referrals. The post The Best B2B Marketing Tips And How They Actually Work appeared first on Genroe. B2B - Business to Business Best Practices GeneralThe sales cycle is long and carefully considered. Bright colours and fonts aren’t going to make a decision maker purchase impulsively. And why shouldn’t they, it’s the quickest way to earn trust. But what if you want your company […].

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B2B Customer Success and Customer Relationship Management

B2B Customer Service Blog - TeamSupport

It's about managing your relationships with your customers, and in B2B (Business to Business) this means the entire customer. Let's examine why B2B customer success and CRM are so important. Remember a B2B customer is a company , not one individual – An interpersonal relationship in business can be fantastic and is often why a customer exists in the first place. Maintaining B2B Customer Relationships CRM Best Practices CRM System Customer Success Customer Success Software

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B2B Customer Success and Customer Relationship Management

B2B Customer Service Blog - TeamSupport

It's about managing your relationships with your customers, and in B2B (Business to Business) this means the entire customer. Let's examine why B2B customer success and CRM are so important. Remember a B2B customer is a company , not one individual – An interpersonal relationship in business can be fantastic and is often why a customer exists in the first place. Maintaining B2B Customer Relationships CRM Best Practices CRM System Customer Success Customer Success Software

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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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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.

5 Simple Changes You Can Make TODAY to Improve B2B Customer Retention

B2B Customer Service Blog - TeamSupport

2) Add “Contact Us” to every site page and email – Some B2B companies, especially those growing quickly, don’t always adequately educate their employees about all the partnerships and vendors they use. Sending a nice “Thank You” gesture to a B2B customer can leave a long-standing impression.

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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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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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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The 6 Worst B2B Marketing Mistakes and How to Avoid Them

Genroe

I’ve heard it too many times from small businesses who no longer invest in digital B2B marketing. “We The post The 6 Worst B2B Marketing Mistakes and How to Avoid Them appeared first on Genroe. General Inbound Marketing B2B digital marketing inbound marketingWe tried it and it doesn’t work.

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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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The Importance of Service Level Agreements in the B2B Industry

B2B Customer Service Blog - TeamSupport

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. With many companies already striving for a high level of service, what is the importance of Service Level Agreements in the B2B industry? In short, Service Level Agreements are so important in the B2B industry because they can turn a good company into a great one.

The Importance of Service Level Agreements in the B2B Industry

B2B Customer Service Blog - TeamSupport

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. With many companies already striving for a high level of service, what is the importance of Service Level Agreements in the B2B industry? In short, Service Level Agreements are so important in the B2B industry because they can turn a good company into a great one.

Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

Customer Experience Matters

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study.

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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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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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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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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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 […].

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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The Top 5 Emerging B2B Customer Support KPIs

B2B Customer Service Blog - TeamSupport

Click here to download our eBook on the influence of reporting and metrics in B2B customer support! The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed.

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The Top 5 Emerging B2B Customer Support KPIs

B2B Customer Service Blog - TeamSupport

Click here to download our eBook on the influence of reporting and metrics in B2B customer support! The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed.

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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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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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6 Ways to Use B2B Customer Success Solutions to Crush the Competition

B2B Customer Service Blog - TeamSupport

Here are six ways companies are using B2B customer success solutions to crush the competition…. Here, you can see that even if a B2B customer as a whole appears to be happy, one or two contacts within that company may feel frustrated. Make your B2B self-service portal an asset by focusing on content your customers want instead of what “looks cool”. Competing in the business world can create excitement.

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6 Ways to Use B2B Customer Success Solutions to Crush the Competition

B2B Customer Service Blog - TeamSupport

Here are six ways companies are using B2B customer success solutions to crush the competition…. Here, you can see that even if a B2B customer as a whole appears to be happy, one or two contacts within that company may feel frustrated. Make your B2B self-service portal an asset by focusing on content your customers want instead of what “looks cool”. Competing in the business world can create excitement.

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Customer Health Solutions: Accurately Monitoring Your Customer Relationships

B2B Customer Service Blog - TeamSupport

Click here to download our eBook on the influence of reporting and metrics in B2B customer support! Maintaining B2B Customer Relationships sentiment analysis customer retention Customer Health

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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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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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$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.

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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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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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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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