Genroe

APRIL 30, 2018

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 52

B2B Accountability Management Best practices 52

ClearAction

NOVEMBER 7, 2017

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 113

B2B Journey mapping Accountability Management 113

Customer Experience Matters

SEPTEMBER 11, 2017

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.

Benchmark 87

Benchmark B2B Surveys Feedback 87

ClearAction

DECEMBER 16, 2017

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 80

B2B Benchmark Customer Experience Journey mapping 80

ClearAction

NOVEMBER 14, 2017

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 60

B2B Journey mapping Customer Experience Engineering 60

Customer Experience Matters

DECEMBER 11, 2017

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 50

B2B Customer Experience 50

ClearAction

JUNE 22, 2017

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

Journey mapping 70

Journey mapping B2B Management Accountability 70

Connecting the Dots

DECEMBER 11, 2017

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 52

B2B Customer Care Consulting Consulting 52

CX Journey

FEBRUARY 23, 2016

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

B2B B2C Benchmark CRM 65

Genroe

NOVEMBER 20, 2016

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 46

B2B Feedback 46

ClearAction

AUGUST 2, 2016

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 56

B2B Customer centricity Surveys Customer Experience 56

ClearAction

JULY 21, 2016

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 56

B2B Best practices Customer retention Management 56

Genroe

DECEMBER 21, 2017

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 […].

Best practices 43

Best practices B2B Marketing Sales 43

Customer Experience Matters

NOVEMBER 1, 2017

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.

B2B 47

B2B Feedback Customer Experience 47

ijgolding

APRIL 20, 2015

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 28

B2B Customer centricity 28

Genroe

FEBRUARY 18, 2015

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?

B2B 40

B2B SaaS Sales Feedback 40

Beyond Philosophy

JUNE 20, 2015

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 43

B2C B2B Metrics Entertainment 43

ijgolding

APRIL 21, 2015

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.

B2B 36

B2B SaaS Transportation Accountability 36

Fonolo

AUGUST 15, 2017

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.

B2B 52

B2B Benchmark Enterprise Feedback 52

Genroe

DECEMBER 5, 2017

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.

Sales 46

Sales B2B 46

360Connext

MARCH 15, 2018

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.

Personalization 65

Personalization Sales B2B Consulting 65

ClearAction

MAY 24, 2016

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.

Construction 60

Construction B2B Engineering Accountability 60

ClearAction

NOVEMBER 3, 2017

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.

Customer Experience 121

Customer Experience Advertising Sales Accountability 121

Customer Experience Matters

NOVEMBER 13, 2017

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.

Surveys 64

Surveys Technology B2B Benchmark 64

Customer Experience Matters

JANUARY 8, 2018

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.

B2C 46

B2C Accountability Best practices B2B 46

ClearAction

NOVEMBER 26, 2017

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.

Journey mapping 56

Journey mapping Customer Experience Engineering Accountability 56

Customer Experience Matters

FEBRUARY 12, 2018

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.

outsourcing 40

outsourcing Surveys Customer Experience B2B 40

CX Journey

FEBRUARY 22, 2017

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

Travel 95

Travel B2B Management Personalization 95

ClearAction

DECEMBER 27, 2017

” 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.

Banking 56

Banking B2C Journey mapping Customer Experience 56

Genroe

SEPTEMBER 18, 2016

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 […].

Surveys 46

Surveys Feedback B2C Best practices 46

ClearAction

JUNE 18, 2016

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.

Journey mapping 56

Journey mapping Management Sales Surveys 56

Genroe

AUGUST 30, 2016

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 […].

Customer Service 40

Customer Service B2B 40

ClearAction

JANUARY 14, 2015

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.

B2C 56

B2C Journey mapping Accountability Management 56

Peter Lavers

FEBRUARY 8, 2018

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?

B2B 40

B2B Technology CRM Marketing 40

CX Journey

JANUARY 27, 2015

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?

B2C 49

B2C Customer Care B2B Personalization 49

Contact Center Pipeline

JULY 19, 2017

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.

B2B 130

B2B Customer retention Contact Center Call Center 130

Call Center Weekly

APRIL 19, 2018

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.

Employee engagement 207

Employee engagement Call Center B2C B2B 207

The Center for Client Retention

OCTOBER 18, 2017

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.

B2C 56

B2C B2B Customer Service Customer Experience 56

CX Journey

DECEMBER 11, 2014

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

Metrics 34

Metrics Accountability Surveys Feedback 34

Call Center Weekly

JULY 24, 2017

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.

Contact Center 283

Contact Center Morale B2C Employee engagement 283