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

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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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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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.

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.)

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.

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.

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.

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.

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.

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 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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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.

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.

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.

Call Center, Contact Center and Customer Experience Events – April 2018

Taylor Reach Group

SOCAP Ohio Chapter – B2C Text Messaging Summit April 5, Columbus, OH. CRM Evolution 2018 – Conference and Expo April 9 – 11, Washington, DC. You'll have the opportunity to hear from the brightest and most influential people in the CRM industry. Conference co-chairs Paul Greenberg, Brent Leary, and the editors of CRM magazine are working together again to bring you some of the best CRM analysts and consultants, project leaders, and vendors in the industry.

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.

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.

What to Expect From Magento 2.3


comes with exciting new functions and features—most of which will benefit B2C merchants. For example, if you request a customer’s email address from the CRM through a standard API, you would receive all of their attributes (last name, first name, address, phone number, etc.). NOTE: This article was originally posted by Blue Acorn, and can be found here. Written by Shannon Kenneally, Blue Acorn Content Writer.

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Contact Center Technologies 2017: find out what 23 experts say


Of course, it took about 20 years for CRM to become an overnight success. With IoT, presenting a single view of the data becomes easier whether you are a B2B or B2C company. Tweet.

How B2B Companies Become Customer Experience Leaders

CX Journey

Clearly, there are differences between B2B companies and customers and their counterparts on the B2C side. Over-invest in traditional Leaders invest twice as much as their peers in offline capabilities such as contact centers, field service processes and tools, and legacy CRM systems.

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