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.

B2B 136

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.

B2B 107

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.

B2B 96

B2B Social Media – The Definitive Guide

Genroe

Most B2B organisations expect social media marketing to be an uphill battle. The post B2B Social Media – The Definitive Guide appeared first on Genroe. B2B - Business to Business Best Practices PP: B2B MarketingThis is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business.

B2B 43

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.

B2B 72

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.

B2B 130

B2B Social Media – The Definitive Guide

Genroe

Most B2B organisations expect social media marketing to be an uphill battle. The post B2B Social Media – The Definitive Guide appeared first on Genroe. B2B - Business to Business Best Practices PP: B2B MarketingThis is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business.

B2B 40

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.

B2B 70

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.

B2B 93

Choosing the Best B2B and B2C Help Desk Software for Your Business

B2B Customer Service Blog - TeamSupport

With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. Click here to download our infographic comparing B2B and B2C customer support!

B2C 52

Why a VOC program is vital to your B2B business – by Kimberly Holbrook

ijgolding

For a B2B company, the ability to retain clients can be the difference between success and failure. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value. WHY VOC WORKS WELL FOR B2B. DEPLOYING VOC IN A B2B ENVIRONMENT.

B2B 45

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Customer Experience Matters

B2B CX Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Net Promoter Tech Vendors Temkin Group ResearchWe just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations.

B2B Support: Beyond the veil

Freshcaller

Let’s take the case of B2B support — a profession that has been around for a long time. We asked him about his work, B2B customer support as a profession and superheros. 8 long years in B2B customer support, right? “Hmm… so, what do you do?”

B2B 60

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

10 Customer Experience Best Practices for all B2B Sales Teams

Kayako

In this article, we take a closer look at ten of the customer experience best practices that all B2B sales teams should adopt, in order to stay competitive, meet or exceed expectations, and build loyalty. . However, with B2B sales, it becomes slightly more complicated.

The Best B2B Marketing Tips And How They Actually Work

Genroe

B2B marketing tips 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 General PP: B2B MarketingThe 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.

B2B 40

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 […].

B2B 40

How B2B Brands Drive Online Reviews

GetFeedback

B2B transactions are complex, expensive, and require long-term investments. Why Every B2B Brand Needs Online Reviews. Before B2B buyers invest in your products or services, they need to know that you’re someone to trust. No matter how slick your marketing copy, B2B buyers know it’s just that: language written with an interest to motivate them to act. Generating B2B Reviews: Unique Challenges. Online reviews are essential in both B2B and B2C contexts.

B2B 65

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….

B2C 202

20 Essential Features in a B2B Customer Support System

B2B Customer Service Blog - TeamSupport

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. Task management – B2B tickets can be complex, making task management important for support teams.

B2B 56

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

B2B 40

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

B2B 40

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.

B2B 68

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.

B2B 68

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.

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. B2B - Business to Business Best Practices General Inbound Marketing PP: B2B MarketingWe tried it and it doesn’t work.

B2B 40

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®.

B2B 54

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.

B2B 53

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.

B2B 52

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.

B2B 43

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.

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.

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.

B2B 65

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?

B2B 47

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.

How To Craft Helpful B2B Customer Satisfaction Survey Questions

Comm100

This is where a B2B customer satisfaction survey comes into the picture. Running a B2b survey without well-defined goals is like running blindfolded. Sample Questions for a B2B Survey.

B2B 64

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 […].

B2B 38

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.

B2B 62

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.

B2B 62

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.

B2B 40

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.

B2B 40