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 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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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 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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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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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

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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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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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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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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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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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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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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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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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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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.

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.

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.

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.

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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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: Tech Vendors: Product and Relationship Satisfaction, 2018

Customer Experience Matters

B2B CX Benchmarks Bruce Temkin Research Tech Vendors Temkin Group Research ADP Citrix Computer Sciences Corporation CSC Deloitte EDS EMC Fujitsu Hitachi IBM SPSS McAfee NetApp Novell Pitney Bowes Red Hat SAS Institute Siemens Sun Microsystems Sybase Tata Consulting Services Trend Micro VMwareWe just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018.

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

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.

A Fool Proof Recipe for When To Survey Your Customers

Genroe

B2B - Business to Business B2C - Business to Consumer Best PracticesAssuming you have decided that running a customer feedback survey is a good idea, the next question is: when should you send the survey to your customers? There are no hard and fast rules. Different types of businesses and industries have different approaches that work best. However there are some good rules of thumb you can […].

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.

13 Customer Service Insights from the Pros

Genroe

B2B - Business to Business Customer StrategyCustomer service is important for every business and I want to make sure that here at Genroe we’re delivering great service. But what is great customer service? Having owned a business for 15 years I already had some of the answers but I wanted to find out what the experts knew; so I asked them. I asked […].

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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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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The Other Golden Rule

CX Journey

There''s this notion that it''s not as important for B2B companies, that it can''t be impacted, or that it doesn''t matter because B2B is just a different beast. While the two are different, to some degree, what do B2C and B2B companies have in common?

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Inside View: DAT Solutions

Contact Center Pipeline

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that prides itself on delivering value to customers.

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Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

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.

CX Expert Outlines Eight Steps to Generate Repeat Business [Video]

The Center for Client Retention

This week, our #CXExpert is sharing the 8 Steps he came up with that help businesses, whether B2B or B2C, generate more repeat business time and time again.

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The Metrics Before the Storm

CX Journey

For B2B companies, it’s easy to breeze through the chore of sending a customer survey: design the questionnaire, hit send, sit back, wait for responses to roll in, and simply focus on the overall target: Likelihood to Recommend or Overall Satisfaction. Understanding how each person’s role in the account plays into the dynamics of the buying/renewal decisions can be critical as well for B2B companies. B2B metrics voice of customer

Trust is Important in the Contact Center

Call Center Weekly

During her career she has managed and grown many B2B and B2C client programs. By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust.