SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience.

B2B 52

B2B Customer Experience B2C Social Media 52

SurveySensum

JULY 21, 2023

Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base. That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. By doing so, you can nurture lasting relationships and drive customer loyalty.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it.

B2B 109

B2B Customer Journey Mapping Presentation Insights 109

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. The post B2B Customer Surveys 101 appeared first on Lumoa.

B2B 83

B2B Net Promoter Score Social Media NPS 83

Lumoa

MARCH 5, 2018

So, what is actually happening to B2B customer experiences? Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture.

B2B 121

B2B B2C Customer Experience CEM 121

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience.

B2B 86

B2B Customer Experience Customer Experience Management Customer Journey Mapping 86

PeopleMetrics

JUNE 4, 2019

Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point.

B2C 122

B2C B2B CEM 2001 122

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 45

Customer Experience Management Management Customer Experience Multi-Channel 45

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 40

Customer Experience Management Management Customer Experience Multi-Channel 40

ClearAction

JUNE 22, 2017

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience.

Customer Journey Mapping 73

Customer Journey Mapping B2B Customer Journey Workshop 73

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 Workshop 2015 83

Daniel Group

JULY 17, 2020

B2B Customers have a very different set of needs to be happy with your company and to remain loyal. Compared to B2C, the B2B purchase is not a one-time, one-on-one interaction. The B2B provider is often an extension of the customers’ business operations. B2B Customers have unique needs.

B2B 52

B2B B2C 2016 Feedback 52

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Yet, today few B2B suppliers pay attention to these facts.

Customer Experience Management 54

Customer Experience Management Customer Experience Management B2B 54

PeopleMetrics

AUGUST 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. And happy customers lead to more buyers. But I’m 97.4%

B2B 111

B2B Customer Experience Sales Customer Experience Professionals 111

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

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Storyminers

APRIL 11, 2016

What are the unique challenges behind evaluating and improving customer experience for B2B businesses? Suppose you are a customer experience decision-maker now and you grew up through the engineering ranks. 2 is about discovering what customers value most – then adapting the business to provide it.

Customer Experience Management 56

Customer Experience Management Customer Experience Management B2B 56

CSM Magazine

MAY 30, 2016

The reasons to embrace Customer Experience Management can be various, but the common truth is that businesses now find it hard to resist jumping on the bandwagon too as the age of the customer is finally and irrevocably here. marketing automation (think customer journey mapping and personalized content marketing).

Customer Experience Management 64

Customer Experience Management Management Customer Experience Customer Journey Mapping 64

Daniel Group

AUGUST 15, 2014

The comment reminded me of a valuable lesson I learned as a B2B product manager: customers aren’t buying your product, they’re paying you to satisfy their needs 2. First, you must find out what customers need before opening your product design toolkit. You must design customer experiences, not just products.

B2B 55

B2B Customer Experience Management Customer Experience Management 55

Confirmit

APRIL 19, 2017

But despite good intentions, and the opportunity for increased revenue from both new and existing customers, building a successful VoC program in a B2B organization can be a challenge. Your sales and account management teams must listen to customer needs and deliver solutions that are tailored to those needs.

B2B 55

B2B Webinar Customer Experience Management Loyalty 55

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort?

Customer Experience 324

Customer Experience Management Touchpoint Net Promoter Score 324

Peter Lavers

JULY 17, 2017

You need to be making best utilisation of your data and insight to benefit all your customer groups in some way (especially in B2B). Sharing at least some of this insight with ‘super connected’ customers will enhance trust, value and loyalty within the relationship. Omni-channel, instantaneous and interactive.

Customer Experience Management 72

Customer Experience Management Customer Experience Management Customer Centricity 72

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. B2B Customer Experience: Do This, Not That.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. McKinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. Beyond that, consider the silos of various components of customer experience management (CXM).

B2B 54

B2B Customer Retention Customer Experience Management Connections 54

BlueOcean

SEPTEMBER 27, 2021

Because Amazon is such an industry monolith, it’s incredibly rare to find consumers who aren’t familiar with the Amazon standard of customer experience. As such, it’s not uncommon to see customers comparing other brands—even B2B brands—against the giant. Read more > The Growing Value of the Customer Experience Market.

Customer Experience 177

Customer Experience 2028 Contact Center 2020 177

Daniel Group

MAY 1, 2019

Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals. So, communication matters.

B2B 40

B2B Communication Travel Customer Service Training 40

Kristina Evey

FEBRUARY 20, 2019

Shownotes… There are usually more “customers” in the B2B relationship than in B2C. Typically, there will be, among others, … … Read More Episode 39 – Important Nuances of the B2B Customer Experience.

B2B 54

B2B Customer Experience B2C Customers 54

Team Support

AUGUST 24, 2020

Quality data—and the right customer experience management tools–-enable you to view what is actually happening in your support operations, spot trends, and ultimately make good business decisions. But if you don’t understand them, you can’t build the strategies and appropriate actions to make a positive impact.

B2B 97

B2B Metrics Definition Blog 97

Bill Quiseng

FEBRUARY 7, 2024

It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Customer service is what you do for your customers. Customer experience is how your customers feel before, during, and after what you do. Welcome to CX 101. So let’s get started.

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78

BirdEye

NOVEMBER 27, 2023

It provides a roadmap for innovation through product improvements and service enhancements, eventually leading to an elevated customer experience. Comprehensive analytics: A B2B SaaS reporting platform should provide in-depth analytics that combines data from all user interactions and touchpoints. These core features include: 1.

Insights 113

Insights Social Media Multi-Channel Net Promoter Score 113

Team Support

OCTOBER 4, 2022

So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to manage their expectations. Glitches, errors, and bugs in B2B software can be irritating and costly to customers.

Customer Expectations 126

Customer Expectations Management B2B Customer Service Representative 126

CloudCherry

DECEMBER 1, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Experience Investigators by 360Connext

JUNE 13, 2023

Where this vital function should sit in their organizational structures is the lingering question of customer experience management. Yet they see the need to lead around customer experience in their organizations. Some in their organizations don’t know what customer experience management is yet.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Daniel Group

APRIL 11, 2022

The Daniel Group’s cloud-based platform, ExperienceConnect , stores and delivers all customer feedback to its clients in real-time via the web. ExperienceConnect is a secure, robust, cloud-based customer experience management system. For more information, contact Lynn Daniel at 704-549-5018.

Feedback 105

Feedback Insights B2B 2022 105