ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Silo Focus for B2B CXM Governance 2.

Government 62

Government B2B Customer Experience Customers 62

BirdEye

NOVEMBER 20, 2023

It’s an organic way that leverages the power of word-of-mouth — the most credible form of advertising — to grow your customer base. When it comes to B2B companies, the conversion rate for referrals stands at 11%, surpassing the average across all industries. Is referral marketing suitable for B2B businesses?

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

SurveySensum

MARCH 15, 2024

It helps you identify and understand your customer base. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. It is a customer experience platform that provides necessary insights into your customer base across different industries like B2B, Fintech, Telecom, etc.

2024 52

2024 Marketing Demo NPS 52

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Bob Hayes

AUGUST 15, 2016

Method addresses the means by which customer feedback is collected and what gets measured. Reporting addresses analysis, synthesis and dissemination of customer feedback. Research is concerned with how companies provide additional customer insight by conducting deep dive research using different types of customer data.

Loyalty 64

Loyalty CEM Customer Experience Social Media 64

ClearAction

APRIL 18, 2020

While useful, the effort and bandwidth dedicated to one-by-one fixes should be balanced with impact on the subset of a subset of customers (survey participants are a small percentage of the customer base, and poor raters are a smaller percentage still). This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Forrester's Customer Insights

OCTOBER 26, 2022

As B2B companies look to minimize risk, those that orient their strategies and operations around their customer base will come out ahead.

B2B 26

B2B 2023 Customer Base Customers 26

SurveySensum

SEPTEMBER 4, 2023

They provide actionable insights that enable you to make informed decisions, refine your product, and grow your customer base. You should conduct PMF surveys after an initial group of customers has spent enough time using your product, typically a few months after launch. When should you launch PMF surveys? Not just that.

NPS 52

NPS Demo Feedback User Experience 52

CXApp

JANUARY 23, 2018

Drivers of DX for businesses across different industries can be: changing customer needs, the speed of delivery, more customer insights, advanced communication interfaces, converging data streams, cloud dominance etc. What does a digital transformation offer your customer base?

2018 40

2018 B2B Consumers Customer Insights 40

CXApp

JANUARY 23, 2018

Drivers of DX for businesses across different industries can be: changing customer needs, the speed of delivery, more customer insights, advanced communication interfaces, converging data streams, cloud dominance etc. What does a digital transformation offer your customer base?

2018 40

2018 B2B Consumers Customer Insights 40

Currency Alliance

OCTOBER 12, 2021

If you succeed at this, you will also harness recurring benefits in the form of insightful customer data, which will allow you to market to the mid-long tail more effectively and affordably, and maximize the lifetime value of every customer. The graphic below indicates the categories of spending for many customers.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

delighted

MAY 10, 2019

This low survey response rate can lead to concerns over unreliable feedback or a lack of helpful customer insights. After all, what matters isn’t just the volume of feedback, but whether you’re capturing feedback from the customers who matter most to your business. B2B/SaaS Product Feedback. your customers to respond.

Feedback 65

Feedback B2B NPS Touchpoint 65

SurveySparrow

FEBRUARY 22, 2024

Providing this level of flexibility ensures that customers can provide feedback through their preferred channels. As a result, it increases the likelihood of engagement and gets more complete customer insights. They offer 1000+ survey templates that you can use or customize to your needs.

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience 2015 Workshop 83

ClearAction

DECEMBER 31, 2015

Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out and institutionalized across your company for long-lasting results.

Customer Experience 63

Customer Experience ROI Government Sports 63

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led.

B2B 54

B2B Customer Experience Customer Centricity 2013 54

delighted

MAY 10, 2019

This low survey response rate can lead to concerns over unreliable feedback or a lack of helpful customer insights. After all, what matters isn’t just the volume of feedback, but whether you’re capturing feedback from the customers who matter most to your business. B2B/SaaS Product Feedback. your customers to respond.

Feedback 43

Feedback B2B NPS Touchpoint 43

Thematic

DECEMBER 5, 2018

Customer professionals said their biggest barrier was the inability of translating customer insights into business operations. 3 benefits to improve customer retention with analytics. It goes without saying, but your existing customers are much easier to market and sell to. Facilitates sustainable growth.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

ClearAction

MAY 18, 2017

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. Think bigger about VoC insight patterns. Go beyond real-time data and actioning to preventing recurrence of chronic issues for your whole customer base.

ROI 54

ROI Feedback Insights Financial 54

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Most B2B SaaS companies have identified a need to reduce churn and grow the lifetime value of their customer base and believe customer success is the way to go about achieving this.

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

ChurnZero

AUGUST 21, 2020

It is time for Customer Success to shine – companies have been and will be forced to give Customer Success teams the stage at an accelerated rate as they rely on them to retain and expand the current customer base to ensure stability. The biggest customer success trend in B2B in the upcoming year will be personalization.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

SmartKarrot

MAY 12, 2023

Account Selection and Segmentation The foundation of any successful KAM strategy lies in identifying the right customers to target. This process involves segmenting the customer base to determine which accounts have the most potential for growth and profitability.

Management 10

Management Sales B2B Demo 10

SmartKarrot

DECEMBER 20, 2021

Customer onboarding is a critical aspect of business development, especially for a B2B SaaS company. 89% of customers reportedly say they would pay more for companies that provide a better customer onboarding experience. No doubt, highly engaged customers buy more than unengaged customers.

Document 10

Document B2B Customer Success Customers 10

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

Currency Alliance

JUNE 16, 2020

Most loyalty programs might have 30% of total customers enrolled, but only 10-15% of customers active in the past 90 days. This demonstrates how relatively modest investments can help you tap into a much wider customer base. Engaging employees. The brand that did this most successfully was IBM.

Magazine 52

Magazine Loyalty Innovation 2020 52

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

Kustomer

NOVEMBER 7, 2023

Zendesk is a mega player in customer service software, competing primarily with Kustomer, Freshdesk and Gorgias. And with over 50,000 paying customers (largely small businesses with B2B transactional models), Zendesk is a respectable brand name. AI-driven customer insights via their predictive analysis tool, Einstein.

2024 52

2024 Multi-Channel E-support Social Media 52

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 130

Customer Experience Customer Centricity Net Promoter Score Feedback 130

ijgolding

OCTOBER 25, 2018

While collecting Friday night takeaway is not necessarily the most bleeding-edge example of an omnichannel customer journey, it is one that can operate easily. It’s this type of experience customers are expecting from all brands, at every touchpoint, regardless of what they are buying (e.g., Where to Begin: Customer Insights.

Customer Experience 67

Customer Experience Multi-Channel Touchpoint Apparel 67

SmartKarrot

NOVEMBER 23, 2022

Role: Customer Success Team Leader Location: West End, Queensland, Australia (Hybrid) Organization: SilverChef As a Customer Success Team Leader, you will lead with purpose, coach for performance, and support your team to meet KPIs. Manage incoming cases to customer support. Track customer health metrics and KPIs.

Customer Success 19

Customer Success Hospitality Customer Satisfaction Customers 19

delighted

JULY 19, 2019

Further reading and resources: What Is Customer Experience? Digital Customer Experience (DCX). Digital customer experience refers to the overall perception of your brand in the eyes of your customer, based on interactions across digital platforms. Further reading and resources: What Is Customer Intelligence?

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

Pointillist

DECEMBER 27, 2018

Customer journey analytics can be used to turbocharge customer intelligence by enabling you to analyze customer data within the context of end-to-end customer journeys. What’s the Difference between Customer Data, Customer Intelligence and Customer Insights?

Customer Journey 53

Customer Journey Social Media Touchpoint Call Center 53

ClientSuccess

MAY 8, 2020

I’ve spent most of my career building and scaling customer success teams, and I’m now the Founder/CEO of ClientSuccess – a software solution that helps drive customer success strategies for B2B SaaS companies. I eat, sleep, and breathe customer success every day. So, I’m one of them.

Customer Success 83

Customer Success Customers Sales Hospitality 83

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 64

Customer Experience Customer Centricity Net Promoter Score Feedback 64

Pointillist

APRIL 17, 2019

Digital Experience Platforms Pros and Cons Pros Cons Provides a broad set of tools for digital experience management, including content management, personalization, some analytics Complex suites requiring multiple products to be successful Support B2B, B2C, and B2E use cases Limited connectivity to other data sources (e.g.

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

Currency Alliance

NOVEMBER 16, 2021

That might include being able to gift points to customer service staff, as a thank-you for great service. In B2B loyalty, it might help you market services which people may hesitate to pay a fiat currency for – such as an elevated position in your marketplace, or featuring in a company newsletter.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52