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.

B2B 304

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

B2B 82

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 256

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

B2B 48

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

­­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

B2B 61

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.

B2C 97

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

B2B 89

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.

B2B 67

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 […].

B2B 61

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

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 […].

B2B 62

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.

B2B 82

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.

B2B 60

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

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

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 […].

B2B 59

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).

B2B 80

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?

B2B 58

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.

B2B 60

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

5 Ways to Mystery Shop B2B

Ann Michaels and Associates

B2B Mystery Shopping To Improve Your Business. Business-to-business (B2B) mystery shopping works in the same manner, with the one exception being that customers, or mystery shoppers, will pose as companies or customers calling to inquire about your services and products.

B2B 56

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.

B2B 72

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

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.

B2B 61

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 87

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

B2B 52

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 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

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.

B2B 82

The Value of the Post-Sale Customer Experience in the B2B Industry

TeamSupport

More companies are spending additional time and resources on improving the B2B post-sale experience of their customers. Happy c ustomers should provide reviews and testimonials – Emphasizing the B2B post-sale customer experience has other benefits than just on the bottom line of a business.

B2B 58

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

Tested B2B Marketing Ideas You Can Use Today

Genroe

But most of this information isn’t targeted to B2B, instead focusing on B2C businesses. But how do you know what works for B2B and what doesn’t? The post Tested B2B Marketing Ideas You Can Use Today appeared first on Genroe. B2B - Business to Business Inbound Marketing PP: B2B MarketingThere’s a ton of information out there on how you can best market your product or service. The good news is that there is plenty of cross-over.

B2B 46

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

How to Build Positive Relationships with B2B Customers

TeamSupport

However, especially in the B2B (business-to-business) industry, the value of the customer relationship is increasing. With all of this said, here are a few ways to build positive relationships with B2B customers and earn their trust…. Maintaining B2B Customer Relationships

B2B 63

5 ways to increase P2P support in B2B companies

inSided

Great customer support is an essential element of success for every B2B organisation. A bad experience in B2B support, more so than in B2C, can definitively break a good relationship (which can be costly), and subsequently a really good one can provide massive value for everyone involved.

B2B 60

The Future of Customer Experience for B2B Companies

Lumoa

So, what is actually happening to B2B customer experiences? Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture.

B2B 103

Buyer’s Journey: Master the Key to Strategic B2B Marketing

Genroe

Without it, you’re shooting blind and B2B marketing becomes a matter of luck rather than a series of calculated moves. The post Buyer’s Journey: Master the Key to Strategic B2B Marketing appeared first on Genroe. B2B - Business to Business Best Practices Customer Journey Mapping Inbound Marketing PP: B2B MarketingThe buyer’s journey is the foundation of an effective marketing funnel.

B2B 43

What B2B Customers Really Value When Calling Businesses

TeamSupport

To ensure customer satisfaction, B2B companies must create strategies that both reduce wait times and accelerate call resolution. For example, if a B2B customer waits for five minutes but expects to wait for 10 minutes, they will perceive this interaction as positive.

B2B 60

The Power Of B2B Referral Marketing Programs

Influitive

B2B customers tend to be very informed about the products and services they use— more so than in their lives as consumers. A 2015 B2B Buyer’s Survey report found that 75% of buyers rely on social media to research potential vendors. A Guide To Engaging B2B Customers In The Digital Age. Other B2B brands have had success by melding referrals and customer advocacy: Find out how ReadyTalk uses advocate marketing to generate high-quality, fast-closing referral leads.

B2B 72