Basic Research Builds B2C Business with Custom CRM Integration


In addition to its core B2B business distributing 60 million products to retail outlets worldwide, Basic Research continues to build a thriving B2C business: Consumers order direct by phone or online. A custom-built integration between NICE inContact and the company’s Dynamics 365 CRM system has enabled Basic Research to track every sale and contact, across every customer touchpoint.

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SAP HYBRIS -Commerce / IOT / CRM Event 2016

Natalie Petouhof

Tweet After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. Their B2B and B2C commerce applications include an Omni-Channel Offering, Product Content Management (also known as Master Data Management or Product Information Management), Order Management , hybris Marketing Conversion , and powerful search and merchandising.

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Peter Lavers named as a Top Customer Service Influencer

Peter Lavers

The insights he has derived from these engagements give him a unique perspective on what does and doesn’t work in the fields of B2B and B2C customer management.

12 Top Choices to Read and Follow over the Holiday Season

Peter Lavers

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C.

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Customer Centricity Masterclass with Doug Leather

Peter Lavers

A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C). CRM Latest Thinking Strategy

Should the Chief Marketing Officer (CMO) Oversee the Whole Customer Experience?

Natalie Petouhof

This is not your grandpa’s CRM. Customer Experience Management is a major pillar in many B2C and B2B organizations’ efforts to engage and retain customers. Again, it’s not your grandpa’s CRM – it’s not about technology really.

How to Make Help Content Your Best Billboard


Are you a business-to-customer (B2C) or business-to-business (B2B) company? Analyze collected customer data from your internal departments and your customer relationship management (CRM) system to inform your persona-based structure. B2C companies should focus on the following customer data to inform their persona-based structure: Age. Customer Experience Knowledge Management Content Strategy CRM Customer Journey Search Engine Optimization (SEO

Why You Must Address Customer Irrationality Before It’s Too Late

Beyond Philosophy

At British Telecom (BT), we were buying a CRM system. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. With the CRM decision in BT, we did not set out to be irrational about it.

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Why a VOC program is vital to your B2B business – by Kimberly Holbrook


VoC has been an invaluable tool in the B2C for many years. When compared to a B2C model, business-to-business relationships last longer and hold greater value. The key difference between a B2C and B2C VoC program is that the latter requires a complete shift in company culture.

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Your Customer Experience Should Become Channel-Agnostic

CSM Magazine

The boundaries between digital and physical are now increasingly blurring, especially in B2C with its intense pace and volume of customer interactions that spill over multiple channels. Every touchpoint matters, and CRM is their meeting place.

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Reality Check: Are your customers channels or people?

Call Center Coach

Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company. Therefore, CRM approach to CX is the right way to do a modern service. I’m cursed. Are you?

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How B2B Brands Drive Online Reviews


Online reviews are essential in both B2B and B2C contexts. However, the nature of B2B sales creates certain challenges that companies don’t have to worry about with B2C. Where it might be enough for a B2C company selling t-shirts to have reviews about products arriving on time and fitting well, B2B buyers have higher expectations. Then there’s the difference between B2B and B2C products themselves. CRM Software and Customer Surveys.

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Aircall’s 2018 Customer Support Strategy Survey


CRM/Helpdesk Users | Respondents who use a CRM or Helpdesk software solution (ex. Non-Users | Respondents who do not use a CRM or Helpdesk software solution to manage support team operations. And B2C customer support leaders will also enjoy comparatively big balances.

What is Voice of the Customer? 25 Experts Give Best Practices


B2C customers will want to further include key performance indicators such as RFM (Recency Frequency Monetary), loyalty program attributes and a heavy dose of social media behaviors.

Six Benefits of Co-creating your own Customer Management Model

Peter Lavers

the CRM system, digital channels, marketing, culture, sales-through-service, ease of doing business, etc.)

What Is Inside Sales And How Does It Differ From Telemarketing?


Inside Sales reps rely on CRM – customer relationship management tool that helps them better operate on their efforts. Inside Sales reps do most of their work using a CRM. Such software works as a calling-based CRM.

This Year, Give Your Customers the Gift Of Great Holiday Support


For a B2C business, the cost of a self-service transaction can be measured in pennies, while the average cost of a live service interaction (phone, email or web chat) totals more than $7. Customer service can be particularly demanding during the holiday season.

3 Winning Factors for B2B Customer Experiences


There is more at stake than in B2C interactions – B2B expectations for personalization can be more stringent than those of B2C customers. When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services.

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Customer Experience Influencers You Must Follow – Part 2

Customer Guru

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement.

3 Ways to do More with Customer Experience Personalization


LinkedIn is huge for B2B companies, while Facebook and Instagram dominate B2C social. Hook that back up to your CRM to sync the bot’s chat transcripts over, and you now have an automated, comprehensive view of your customers. Why amazing customer experiences matter.

Measuring Product Usage And Adoption for SaaS and Cloud – The Complete 2019 Guide


Please note that this record format applies for both B2B and B2C. Products that are only designed for B2C use cases will fall short when it comes to mapping usage data into the customer success use cases which will be described below. In the CRM example – actual opportunities being closed in a period, the win rate, and the growth rate.

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Top Five Obstacles to Customer Centricity #4 Multi-channel Journey

Peter Lavers

This 4th obstacle to customer centricity actually has the highest proportion (19%) of ‘complete agreement’, and remains a significant issue in both B2C and B2B (less so for Public and Not-for-profit Sectors). We “do” advertising, DM and CRM; the customer “does” their experience.

4 Ways to Personalize B2B Customer Support at Scale

B2B Customer Service Blog - TeamSupport

Business-to-consumer (B2C) brands have taught their customers to expect quick issue resolutions through apps and social media outreach.

8 Powerful Customer Experience Bloggers You Need to Watch in 2018


When you arrive at his company homepage, WCL Management, which works with B2C, B2B and public sectors, do yourself a favour and head on over to the Latest Thinking section.

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20 Essential Features in a B2B Customer Support System

B2B Customer Service Blog - TeamSupport

Without further ado, here’s our list of 20 essential features in a B2B customer support system: Customer AND contact tracking – B2C software only tracks at the contact level, so make sure you also track at the company level to catch recurring or critical issues before they become major problems.

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3 Ways Healthcare Engagement Models Differ from Other Industries


Healthcare has, undoubtedly, made B2C strides toward 24/7 optimized experience—from nurse triage to CRM and analytical PHM data collection. 3 Ways Healthcare Engagement Models Differ from Other Industries. Austin Ridgeway, Director, HGS Healthcare.

7 Essential Podcasts for Sales Reps


This means you should aim to listen to podcasts focused on B2B sales rather than B2C sales. With topics ranging from building trust to using a CRM , each episode of “Sales Gravy” focuses on a specific sales strategy or tactic that you can quickly digest and put to use right away. The post 7 Essential Podcasts for Sales Reps appeared first on Method:CRM Podcasts are an excellent resource for people working in sales roles.

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How To Boost Your Sales with Mass Text Messaging in 2019


The change in b2c bulk SMS messaging. If you already have it – import it (for example, from the existing CRM), if not – collect. You’ve heard that SMS is one of the most convenient and easiest ways to communicate and send business-related information.

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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]


Companies do marketing, sales and CRM – the customer does the experience! It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence


CEX #CRM #CustomerService Click To Tweet. Customer #CEX #CRM Click To Tweet. BigData #CEX #CRM Click To Tweet. As you can see they are all relevant to almost any business environment and industry, whether B2B or B2C.

How Your Business Can Quickly Adopt a Customer First Strategy


CEX #CRM #CustomerFirst Click To Tweet. CustomerFirst #CEX #CRM #Customer Click To Tweet. According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions.

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6 Simple Ways to Communicate with Your Customers Better


LiveChat, for example, can be integrated with multiple Customer Relationship Management (CRM) tools – to help you store and manage customer information efficiently. 91% of B2B marketers and 86% of B2C marketers today use content marketing.

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Acing Omnichannel Support in SaaS


That same data set reiterates the importance of personalization, too: 70% of B2C shoppers say a company’s understanding of their individual needs influences their loyalty, while that number goes up to 82% for B2B buyers. Support interactions happen across many different channels—and each time a customer reaches out with a question or issue, it’s an opportunity to gather feedback that goes into your CRM.

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Customer-Centric Marketing: Step-Up Performance


Half of B2C companies and a third of B2B companies have a dedicated customer experience budget. Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives.

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System


Peter Lavers Customer Experience and CRM Expert. Mitch Lieberman CRM Industry Advisor, Speaker, Award-winning Blogger. The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003.

Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Customer Guru

To prepare myself in advance, I would go through their profile saved on our CRM to understand them better. After meeting these guests, I would also update their profiles in the same CRM, so that they could have a great experience across all the Taj Hotels. Coming from the diverse experience that you have, what are the key differences in customer expectations between B2C and B2B?

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Why it is time to take a new look at social customer service


million tweets are sent to B2C brands every month – and social media use increased globally by 21% over the last year. Date: Wednesday, June 14, 2017 Why it is time to take a new look at social customer service. Published on: June 14, 2017.

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6 ways to transform social customer service


million tweets are sent every month to B2C companies. Use a system that has open APIs which mean it can communicate with other business systems, such as CRM. Date: Friday, July 22, 2016 6 ways to transform social customer service. Published on: July 22, 2016.

Customer Experience Challenges According to 15 CX Experts


Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Companies do marketing, sales and CRM – the customer does the experience! Customer experience has been a buzzword for several years and is only heating up.

Using Software and Savvy to Create Relationship Intelligence


As such, it’s a little ironic that, despite all the data at their disposal, and the $36 billion they’ll collectively spend on CRM software in the next 12 months, many companies haven’t a clue about what is happening with their customer relationships.

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