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

ShepHyken

OCTOBER 26, 2020

Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi.

Customer Service 223

Customer Service Customer centricity B2B Contact Center 223

aircall

JANUARY 4, 2021

The process for developing a B2B sales prospecting strategy is vastly different than what many long-time salespeople grew accustomed to over the span of their careers. Something that hasn’t changed is that sales prospecting is still an important and necessary part of B2B sales growth. The Importance of a B2B Sales Prospecting Strategy.

B2B 71

B2B Sales Best practices voip 71

JustCall

NOVEMBER 24, 2022

B2B sales strategy has come a long way from the time of networking at trade events or rattling off pitches while cold calling. Almost a decade ago, Accenture brought to light how a shocking 94% of B2B buyers conduct online research before making a purchase. All that’s changed are the B2B buyer’s expectations.

B2B 52

B2B Sales B2C SaaS 52

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. These lessons are applicable to the B2B world, as well. This is across any and every touchpoint, from online to in-person to everywhere in between.

Customer Service 196

Customer Service B2B B2C Personalization 196

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer retention 62

Customer retention B2B Enterprise Metrics 62

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. Leverage Voice of Customer Feedback. Create Personalized Offers.

B2B 62

B2B Enterprise Best practices Upselling 62

ShepHyken

NOVEMBER 11, 2019

3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. by Matt Seeley.

Customer Service 225

Customer Service Customer centricity B2C B2B 225

JivoChat

FEBRUARY 17, 2022

Developing strategies to learn how to sell SaaS B2B can be challenging. The first step to planning your marketing strategies on how to sell SaaS B2B is identifying who is your target audience, and, then, researching them to create buyer personas. But, in terms of B2B SaaS, that’s different. . Know Your Target Audience.

B2B 52

B2B SaaS B2C Sales 52

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. While the personal connection might skew results, it is also a good way to inspire people to actually participate.

B2B 73

B2B Surveys Customer centricity Construction 73

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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

ShepHyken

MAY 28, 2023

by Tom Wormald (CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’. I refer to this as a hospitality mentality.

Customer Service 162

Customer Service Customer centricity B2C Government 162

PeopleMetrics

JUNE 22, 2015

Email is still a smart and useful method of communication in the B2B sales world. is a great predictive sales technology that helps you understand how your buyers feel throughout the B2B sales experience. Rather than a closed-lost/closed-won survey, it provides real-time understanding of your prospects during their B2B buyer's journey.

B2B 99

B2B Sales Management Customer centricity 99

TeamSupport

APRIL 6, 2021

Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.". Customers prefer omnichannel support options.

Self service 64

Self service B2B Customer Support Customer centricity 64

PeopleMetrics

JUNE 26, 2015

It’s been an eventful couple of months on the personal front. Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Put the right person at the front desk. You’re well on your way to customer centricity zen.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

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

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

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

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

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. Customers have seen all this convenience that’s happened in their personal lives, but they haven’t seen that delivered in B2B from a customer experience standpoint.

B2B 76

B2B Marketing Customer Experience Benchmark 76

TeamSupport

APRIL 15, 2021

It also stated that about 75 percent of companies believe that they are customer-centric, but only 30 percent of customers think that it’s true. Although this temporarily relieves angry customers, it does not really impress them. Customers are also increasingly appreciating the clever use of this technology.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

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. Co-working space, WeWork, delivers unexpected Wow Moments at the ideal time and place in the customer journey. Think about that example for a moment.

B2C 274

B2C B2B Customer centricity Employee engagement 274

Anexa BPO

MAY 16, 2022

The reports are in, and B2B trends for 2022 are all about a laser-like focus on the customer and improving CX. Furthermore, these B2B companies must prioritize supporting a digitally-framed CX that will allow them to meet demand, minimize disruption and create opportunities for growth. But let’s focus on B2B.

B2B 52

B2B B2C Business Process Outsourcing outsourcing 52

CX Global Media

FEBRUARY 6, 2019

I’m a person. We incorporate all the data in all the interactions into one place, so that the customer is now known as that entity versus the channel being the focus. Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company.

Contact Center 270

Contact Center B2C Coaching Call Center 270

Peter Lavers

JANUARY 6, 2020

The blog was prompted by the SAS / Futurum “Experience 2030” report that addressed the question of “trust in organizations to protect and not abuse your personal data”. Read the blog by clicking here to see how each constituent of trust applies in the personal data context and how to build and protect it.

B2B 130

B2B Personalization Customer centricity CRM 130

Serenova

AUGUST 5, 2019

In the webinar , How to Design Your Contact Center to Be Customer-Centric , our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, offers tips, trends and perspective on how you can move toward a more customer-centric contact center. Achieve a positive emotional reaction. Automation.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

Totango

JANUARY 22, 2024

Customer success will be the C-suite partner for growth The current enterprise B2B environment is marked by fierce competition, complex stakeholders, and an urgency to demonstrate end-to-end value to both customers and the business.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

Beyond Philosophy

JULY 5, 2016

To understand customers, the enterprise needs to think in human, emotional terms. To make the brand or company more attractive, and have greater impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Create a customer-centric human culture and set of processes.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

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. Elements that Drive Customer Success Growth.

Customer centricity 101

Customer centricity B2C Enterprise Upselling 101

CX Global Media

JULY 8, 2019

When Lance Gruner was recruited to focus B2B support processes at MasterCard, product lines operated independently, each with their own unique experience. There was no seat for neither him nor the customer at the table. The right person should not only by qualified for the specific job duties, they must be a cultural fit!

Contact Center 120

Contact Center Education Coaching B2B 120

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

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Let’s explore this human-bot balance more in the next chapter.

Customer Service 79

Customer Service Chatbots Customer centricity Feedback 79

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. ChurnZero was thrilled to be able to sponsor the event as well as sit in on the sessions ourselves, which might not have been as possible if we were sponsoring and exhibiting at the event in person.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Finance Customer centricity B2B 65

TeamSupport

MARCH 11, 2024

Here are some trends that are set to shake up the customer support world: AI and Automation: Artificial Intelligence has advanced tremendously in just the last few years, helping businesses automate repetitive tasks and deliver instant responses to customers. AI is here to make our jobs easier and our workdays more efficient.

Customer Support 52

Customer Support Self service Customer centricity Analytics 52