Natalie Petouhof

JUNE 27, 2017

Tweet Customer-centric strategies have been the mainstay of B2C companies like Amazon and Google. But today B2B the landscape of business-to-business relationships is changing. This is why the emerging battle in B2B will be fought on the smart combining of digital and non-digital transformation to improve customer experience.

Customer centricity 49

Customer centricity B2B B2C Self service 49

TeamSupport

MARCH 23, 2021

According to a study by B2B International , B2B companies that are truly customer-oriented are only 14%. This shows that B2B organizations need to focus more on their customers. By providing superior customer support, B2B companies can differentiate their brands and improve their profits.

B2B 105

B2B Customer Support Self service Big data 105

OctopusTech

MAY 10, 2019

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. By using different methods and strategies, whatever customer experience or CX you gain affect your business differently. How CX act differently for B2B vs B2C?

B2C 90

B2C B2B Customer Experience Government 90

Anexa BPO

OCTOBER 11, 2022

As with most other business models, B2B companies were hit hard by the pandemic and were forced to pivot to a remote model while sales reps were confined to their home offices. In only the past five years, the number of channels that B2B buyers use has doubled, from 5 in 2016 to 10 in 2021.

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 52

TeamSupport

DECEMBER 21, 2021

The more stunted a company’s online communication and chat platform, the further they are from their customers, and the less poised they are for success in 2022 and beyond. With 61% of B2B organizations using live chat , it's clear that live chat software is only becoming more necessary to be successful in the digital age.

B2B 98

B2B Airlines Sales Customer Support 98

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer centricity 40

Customer centricity Marketing Feedback Customer advocacy 40

Peter Lavers

JULY 28, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. This is despite years of CRM and customer experience thinking!

Customer centricity 100

Customer centricity Finance CRM Metrics 100

JivoChat

FEBRUARY 17, 2022

Developing strategies to learn how to sell SaaS B2B can be challenging. First, it’s fundamental to understand the differences in dealing with a market that is focused on selling services to companies. The selling plan can’t be the same as one that is made for the B2C market (business to consumers). .

B2B 52

B2B SaaS B2C Sales 52

Answer Dash

OCTOBER 15, 2018

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. Now more than ever, marketers have a variety of new and traditional options in their toolboxes.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers.

B2B 78

B2B Feedback Consulting Consulting 78

ShepHyken

MAY 28, 2023

In a Tumultuous Market, Target Companies That Always Put the Customer First, Cramer Says by Julie Coleman (CNBC) In times of market turbulence, CNBC’s Jim Cramer advised investors on Tuesday to focus on companies that make customer service their core philosophy. Here are my top five picks from last week.

Customer Service 162

Customer Service Customer centricity B2C Government 162

Quality Contact Solutions

JANUARY 27, 2022

Whether your call center is inbound or outbound , and if you have a product or service to deliver, finding ways to increase sales is a consistent priority. The topic of increasing sales is so prevalent that thousands of books and articles are published. Increase Sales with Cross-Selling. Sales and Service.

Sales 98

Sales Upselling B2C Best practices 98

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

B2B 94

B2B CRM Enterprise Upselling 94

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. You generate additional resources by proactively providing your customers with additional value.

B2B 62

B2B Enterprise Best practices Upselling 62

ProProfs Blog

MARCH 28, 2019

Strangely, for some reason, you can’t increase your market share and move forward. Even though you have the best products the industry has to offer, your sales aren’t increasing. If you’re facing this problem, a common reason for this outcome is the marketing message that fails to resonate with potential customers.

Customer centricity 83

Customer centricity Scripts Education Healthcare 83

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Becoming customer-centric will be the goal of most businesses this year. What will make a business more customer-centric than the next one?

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

C3Centricity

DECEMBER 1, 2020

Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” ” In it, I compared the positive and negative implications of technology for customers and companies alike. Smart Marketing is Responsible Marketing.

Marketing 71

Marketing Big data Customer centricity B2C 71

TeamSupport

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

Peter Lavers

JULY 17, 2017

Here are four reflections that I believe to be seismic changes from working with clients and colleagues in this field over this historic decade, sharing the joys and pain of championing the customer-centric agenda in business. Product-centric business models are dying. Insight dependency and democratisation.

Customer Experience 182

Customer Experience Customer centricity Management Automotive 182

Peter Lavers

MAY 11, 2020

Falling sales and profits? Many are keeping their heads above water, but their 2020 market and product development plans, sales targets, and profit forecasts haven’t just been shot through – they’ve been dive-bombed! This is a massive challenge for sales and account managers who are primarily “numbers driven”.

Customer centricity 130

Customer centricity B2B Sales Accountability 130

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. It’s easy to miss the new B2B buyer demands. Deconstruct internal silos . For example.

SaaS 174

SaaS Customer Experience B2B Feedback 174

Answer Dash

MAY 27, 2018

More than price or product quality, experience will soon be the biggest differentiator for getting customers, even in the B2B space. A shifting landscape means B2B buyers now have the power. That means B2B companies need to focus on creating a great experience where customers choose to do business with them.

B2B 58

B2B Customer Experience Education Customer centricity 58

ijgolding

JULY 27, 2016

’ A very simple question – and one you would expect those responsible for the marketing function in the business to have a very good answer for. Back in 1999, the concept of the ‘customer journey’ did not really exist.

Customer centricity 71

Customer centricity B2B B2C Advertising 71

Totango

JANUARY 14, 2020

The customer success (CS) team is in charge of engaging current customers and ensuring they have a positive experience. When properly structured, the CS team can grow revenue and, prevent churn while deepening customer loyalty. Sales: There are various ways that customer success and sales can support each other.

Enterprise 63

Enterprise B2B Finance Sales 63

Integrity Solutions

MARCH 4, 2020

As they weigh purchase options and evaluate vendors, B2B buyers expect sales teams and their companies to behave in ethical ways. . Harvard Business Review reported on research conducted by Bain, which has taken the 40 distinct kinds of value that B2B offerings provide customers and organized them into a pyramid with five levels.

Sales 70

Sales Coaching B2B Marketing 70

ShepHyken

FEBRUARY 22, 2019

I could write a book just about my Trader Joe’s customer experience! DoubleTree Hotels is another customer-centric organization that models good CX. You can read more about return experiences and lessons about DoingCXRight. Think about that example for a moment. I’d love to hear your examples. They provide great CX lessons!

B2C 270

B2C B2B Customer centricity Employee engagement 270

CustomerSuccessBox

SEPTEMBER 15, 2021

In simple words, SaaS customer success expert Lincoln Murphy says, Customer success is simply ensuring that your customers achieve their Desired Outcome through their interactions with your company. The competition is growing in the SaaS industry and customers now have many choices. Customer Retention.

outsourcing 52

outsourcing B2B SaaS Feedback 52

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

Enterprise 96

Enterprise SaaS Engineering Technical Support 96

CX Journey

DECEMBER 18, 2014

In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” The "Customer Journey" has become a common buzzword - but it can mean a lot of different things, depending on what you ask. customer experience customer-centric culture'

Customer centricity 76

Customer centricity Customer Experience B2C Analytics 76

Talkdesk

APRIL 14, 2016

Customer-centricity is the key to success in the modern business landscape. Whether you sell a B2B SaaS cloud-based service or gluten-free, organic, non-GMO oranges, your best bet is to take a customer-centric approach. In advance of the event, we thought we’d provide a refresher on customer-centricity.

Customer centricity 40

Customer centricity Benchmark B2B SaaS 40

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Your existing customers are far easier to upsell. Why is this? So, there you have it.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer centricity 10

Customer centricity SaaS B2B Employee engagement 10

Peter Lavers

JULY 24, 2020

We need to be like this in our businesses – and not just the sales data! B2B consolidation – your customers are changing. Your best clients pre-COVID won’t necessarily remain so; what were previously 3 medium sized customers in the past could well merge and become a key account in the coming months.

B2B 130

B2B Accountability Marketing Sales 130

TeamSupport

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers.

Customer Support 52

Customer Support Customer centricity First call resolution outsourcing 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer centricity 104

Customer centricity B2C Enterprise Upselling 104

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years.

Accountability 61

Accountability Marketing B2B Customer advocacy 61