Guest Blog: Why cross-team collaboration is essential for B2B customer support teams

ShepHyken

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry.

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Mark Hollyoake gains his Doctorate on B2B Trust

Peter Lavers

Sincere congratulations to one of our associates, Mark Hollyoake , for successfully completing and passing his Doctorate, analysing and proving the constituents of business to business (B2B) Trust.

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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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Step-by-Step B2B Tech SEO that Captures your Audience

Genroe

B2B tech SEO is no easy subject. It’s more specific and therefore, a little trickier than your typical to B2B Search Engine Optimisation. The post Step-by-Step B2B Tech SEO that Captures your Audience appeared first on Genroe. B2B - Business to Business PP: B2B Marketing

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Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

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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How Social Media Platforms for B2B Marketing Actually Work

Genroe

Fair enough if you think that Instagram and SnapChat may not be as applicable to B2B as they are more visually focused social media platforms. The post How Social Media Platforms for B2B Marketing Actually Work appeared first on Genroe. General PP: B2B Marketing

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Personalizing B2B Customer Service

Global Response

There are clear differences in the B2B vs B2C buying process. The post Personalizing B2B Customer Service appeared first on Global Response. But whether your customer is an individual or an organization, people are people with a complex set of emotions and goals. Global Response Blog Industry

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How Customer Experience Differently Affected B2B and B2C?

OctopusTech

As if you are dealing in B2B your marketing methods are different and when you deal with a customer, the method you used is different. How CX act differently for B2B vs B2C? In B2B may it different at some points but in the later stages, the benefits involve as same in B2C.

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5 trends in B2B customer experience management

Lumoa

Find out what are 5 leading trends in B2B customer experience management in 2019. Understand the influence of customer feedback on B2B operations. Drive your business-to-business operations to customer success and advocacy. RSS generated with FetchRss

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Customer Success: Roles Within a B2B Enterprise

Totango

Despite the value of customer success teams, not all B2B enterprises know how to structure customer success roles within their company. When customers succeed using your product, your enterprise succeeds.

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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The 3 Tactics of Successful B2B Customer Support Phone Calls

TeamSupport

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. B2B Customer Support

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­­Understanding B2B Customer Support in the UK

TeamSupport

If a B2B support resolution seems “too good to be true”, they often lean towards skepticism instead of optimism. Brits want modern support innovations, but having excellent B2B support experiences with agents they know and trust is often the top priority. B2B Customer Support

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Our Top Takeaways From This Year’s B2B Marketing Exchange

Influitive

Last week, Scottsdale, Arizona was abuzz with more than 1300 B2B marketers eager to get inspired by some of the industry’s best and brightest. This year’s B2B Marketing Exchange did not disappoint! The event featured some great keynotes and workshops spanning topics including, how B2B brands can harness the power of fandoms, how to connect. The post Our Top Takeaways From This Year’s B2B Marketing Exchange appeared first on Influitive.

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How B2B communities grow your bottom line

inSided

Here we arm you with the undeniable advantages B2B communities offer for your Customer Success and Product teams, the customer experience and above all, your company’s bottom line.

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The Best B2B Marketing Blogs to Follow

Genroe

The post The Best B2B Marketing Blogs to Follow appeared first on Genroe. General PP: B2B MarketingIt’s been a pretty good year for us so far. Our clients are happy because they’re websites are getting more traffic, their emails are getting more engagement and they’re getting more leads. Google’s search algorithm has been through an update and we’ve learned a lot from reading up on what other experts in the marketing […].

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Proven Content Marketing Tips to Boost B2B Lead Generation

Genroe

The post Proven Content Marketing Tips to Boost B2B Lead Generation appeared first on Genroe. B2B - Business to Business Best Practices PP: B2B MarketingIn a previous blog post, I talked about different types of content and how to use them. To expand on that, I would like to share my tried and tested tips for planning and executing a content marketing strategy that leads to steady success in lead generation. So let’s jump right in. Make a plan […].

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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 Secret To Delighting B2B Customers In 30 Seconds This Holiday Season

Influitive

Making your customers feel special is necessary for building stronger relationships and increasing advocacy. And that doesn’t come just from building moments of delight into your product (although that’s important).

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Content Marketing Types for use in B2B Lead Generation

Genroe

The post Content Marketing Types for use in B2B Lead Generation appeared first on Genroe. B2B - Business to Business PP: B2B MarketingInspite of its growing popularity, many businesses haven’t quite grasped the concept of inbound marketing. It centres around the idea of teaching and helping prospective clients before trying to close them.

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Why Facility Management Leaders Need B2B Customer Support Software

TeamSupport

Fortunately, B2B customer support software exists to help! That’s why it’s essential to have B2B support software that tracks in detail the issues and work that has happened in a facility over the years. B2B Customer SupportThe facility management industry is unique.

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A Guide for B2B Community Managers Everywhere

inSided

Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS companies looking to reduce churn, increase retention and boost customer engagement.

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The Differences Between B2B and B2C Customer Journey Mapping

GetFeedback

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? B2B companies sell to other companies. A B2B company has other companies as customers, sure.

Top Tips for Successful B2B Customer Communication

inSided

Check out this guest blog from Omnisend on the best strategies for successful B2B customer communication. B2B companies use various marketing communication tools to retain existing customers, connect with new customers, and focus on turning prospective customers into sales.

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How to Build a Great Digital Marketing Funnel for B2B

Genroe

The post How to Build a Great Digital Marketing Funnel for B2B appeared first on Genroe. B2B - Business to Business Inbound Marketing PP: B2B MarketingThe difference between a Digital Marketing Funnel and a Buyer’s Journey You might assume that a digital marketing funnel and a buyer’s journey are the same thing but that would be falling short on a lot that the marketing funnel can achieve for you. Although they have some similarities, it is critical to have both […].

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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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5 Referral Program Ideas For Driving More B2B Leads

Influitive

Do you feel awkward asking customers for referrals? You shouldn’t. According to SalesStaff, 91% of satisfied customers say they’d give referrals. Yet, on average, only 29% of customers do. It’s likely because you haven’t asked them. Or, at least, not in the right way. Barraging customers with emails asking for referrals isn’t going to.

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3 Examples of Refreshingly Human B2B Marketing Campaigns

Hero Digital

As a whole, B2B marketing is boring. Job security is important, and many B2B organizations have created cultures (whether intentional or not) that discourage original thinking and punish experiments that don’t produce optimal results. Unique B2B campaigns aren’t about new shiny objects.

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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.

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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How to Optimize Customer Retention for B2B Enterprises

Totango

As part of a successful B2B enterprise, you understand the importance of your customers. When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base.

How To Build A Thriving Online B2B Community, According To Jennifer Susinski From HPE

Influitive

They’ll even drive three hours to a fellow customer’s office just to help them set up the optimal IT environment—all based off interactions in HPE’s online B2B community. The post How To Build A Thriving Online B2B Community, According To Jennifer Susinski From HPE appeared first on Influitive. HPE SimpliVity’s advocates are known to do radical things. For example, take reference calls while on vacation. Or send s’mores to each other’s kids.

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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.

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Understanding the Customer Service Expectations of B2B Customers

TeamSupport

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To contrast, B2B customers are usually the polar opposite. So, how can businesses better understand the customer service expectations of their B2B customers?

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Episode 39 – Important Nuances of the B2B Customer Experience

Kristina Evey

Shownotes… There are usually more “customers” in the B2B relationship than in B2C. Typically, there will be, among others, … … Read More Episode 39 – Important Nuances of the B2B Customer Experience. The post Episode 39 – Important Nuances of the B2B Customer Experience appeared first on Kristina Evey. B2B Culture Customer Experience Management Podcasting

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Questions to Ask for a B2B Case Study

Jive

The 2017 Content Preferences Survey Report reported that 78% of buyers have used a case study for a B2B purchasing decision. Whether you’re a large or small B2B company, that means that most of your prospective customers will check out your case studies. The power of a B2B case study.

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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.

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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