Forrester's Customer Insights

JUNE 15, 2023

For those of us old enough to remember “The Jetsons” — or those of us young enough to consider the science-fantasy series from the ’60s as “retro cool” — it was always fun to watch George Jetson spend his workday pushing the single red button on his computer. George complained a lot about his hard […]

B2B 48

B2B Marketing Omnichannel Technology 48

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

ERDM

NOVEMBER 10, 2020

“The ‘glass-is-half-full’ optimist in me says, ‘Here’s a global crisis – let’s use this time to identify all the things we need to do to create significant improvements in the customer experience ,” says Baruch, who is executive vice president and chief strategy and marketing officer at MSC Industrial Supply Co.,

E Commerce 52

E Commerce B2B Net Promoter Score E-support 52

Peter Lavers

DECEMBER 21, 2017

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. Best independent blog content.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

BirdEye

NOVEMBER 20, 2023

When it comes to B2B companies, the conversion rate for referrals stands at 11%, surpassing the average across all industries. Here’re a few compelling reasons why referral marketing holds potential as a growth strategy: Building trust: Referrals originate from trusted sources instilling confidence in new customers about your business.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

SurveySensum

JANUARY 16, 2024

Increased customer satisfaction: Customer feedback is the means to an end—a boost in CSAT. Quality products and earned trust will make your customers happy with what you have to offer. Consistent business profitability: Gathering customer insights as a way to work on improving your products can go a long way.

Innovation 52

Innovation Feedback Social Media Demo 52

SurveySensum

JANUARY 16, 2024

Increased customer satisfaction: Customer feedback is the means to an end—a boost in CSAT. Quality products and earned trust will make your customers happy with what you have to offer. Consistent business profitability: Gathering customer insights as a way to work on improving your products can go a long way.

Innovation 52

Innovation Feedback Social Media Demo 52

Forrester's Customer Insights

JULY 24, 2023

B2B marketers spend ample time seeking better ways to engage their audiences, convert them to buyers, and retain them as customers. While content is central to engagement, audience expectations for contextually relevant, personalized content know no limits.

Engagement 49

Engagement B2B Technology Marketing 49

ijgolding

OCTOBER 25, 2018

This is omnichannel customer experience to a tee, and we’re all experiencing it every day in the places we are most likely to do business with again tomorrow. 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.

Customer Experience 67

Customer Experience Multi-Channel Touchpoint Apparel 67

ijgolding

MARCH 20, 2018

I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric. I see this more in B2B.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

Pointillist

FEBRUARY 19, 2018

“By 2020, 85% of customer interactions will be managed without a human” – Gartner. Today’s customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. Application of AI in B2B Companies.

Customer Experience 111

Customer Experience Touchpoint Customer Journey Multi-Channel 111

Forrester's Customer Insights

MAY 4, 2023

Learn what’s needed to capture the biggest benefits — and learn more at B2B Summit North America. Like other business innovations, digital sales rooms are not a magic wand.

Sales 26

Sales B2B Innovation Omnichannel 26

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

Help Scout

JUNE 22, 2021

As you can tell, excellent customer service is a name maker, no matter what your industry. It helps grow revenue, maintain customer loyalty, and improve your overall business strategy. Key customer insights like customer satisfaction score and NPS help your customer service team improve and grow their impact.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

SurveySensum

JANUARY 5, 2023

A feedback platform that helps you analyze your product from the customers’ eyes and lands in the successful 5% category, saving you months of effort and brainstorming. And those insights determine whether your product is qualified enough to their expectations or not. . What is a Product Feedback Tool? . UseResponse .

2023 52

2023 Feedback NPS Demo 52

SmartKarrot

DECEMBER 9, 2020

Omnichannel approach will be preferred. Customer experience is complex. More than 50 percent of channels use more than a single medium for customer experience. This shows how spread and diversified customers are with respect to spatial locations. Ikea has a heavy focus on customer experience.

2021 22

2021 Customer Experience Omnichannel 2025 22

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

Forrester's Customer Insights

APRIL 28, 2022

The Forrester Wave™: B2B Commerce Solutions, Q2 2022 surfaced a significant shift in the market, which we predicted but did not expect to see so quickly or so clearly. So What Did The Results Reveal About The Market? Three solutions scored higher than more broadly adopted solutions. In all three cases, these solutions take a […].

2022 5

2022 B2B Marketing Omnichannel 5

SurveySensum

FEBRUARY 11, 2022

Confirmit is another alternative to Medallia that enables you to collect feedback from customers and employees, analyze results, and use insights to enhance your business. It is ideal for businesses like B2B, retail, insurance, etc. . The tool helps you deliver insights and drive action comfortably. Best features.

2022 52

2022 Touchpoint NPS Feedback 52

delighted

JANUARY 7, 2020

The same report also revealed that 84% of customers say being treated like a person, not a number, is very important to winning their business and that 51% of businesses ‘fall short’ of consumer expectations. Not only are expectations reaching unprecedented levels, they are doing so in an omnichannel world.

2020 40

2020 Brands Customer Experience Feedback 40

Forrester's Customer Insights

DECEMBER 14, 2022

The sophisticated B2B marketers and advertisers I talk to are always striving to achieve some form of omnichannel reach with closed-loop reporting to refine target audiences at scale with a small number of vendors — no easy task, even with good audience technology.

Advertising 26

Advertising Omnichannel B2B Technology 26

Qualtrics

FEBRUARY 13, 2019

Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Charles Wilson- Product Insights, New Balance. B2B Marketing Exchange. Who should go: All-level marketers who focus on B2B. Description: With more than 1,000 attendees and 90 sessions, this conference will teach you all that’s new in B2B marketing.

2019 20

2019 Brands Marketing 2018 20

Forrester's Customer Insights

JULY 15, 2020

Regardless of your category or scenario — B2C, B2B, eCommerce replatforming, pivot to omnichannel, personalization, extension […].

B2C 39

B2C Omnichannel B2B Retail 39

Forrester's Customer Insights

MARCH 30, 2023

Learn how your organization can leverage CPQ solutions to win, retain, and grow customers, This blog will highlight trends uncovered during research for The Configure, Price, Quote Solutions Landscape, Q1 2023.

Omnichannel 26

Omnichannel Sales 2023 Blog 26

Forrester's Customer Insights

JULY 1, 2021

Organizations that fail to meet buyers’ expectations for personalized omnichannel communications risk losing market share to competitors that do.

Interaction 57

Interaction Omnichannel Sales Communication 57

Forrester's Customer Insights

JULY 20, 2018

The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. And also captures a moment in time in words and song that reminds us of the power of storytelling, […].

Customer Relationship Management 100

Customer Relationship Management User Experience Omnichannel Customer Relationships 100

Forrester's Customer Insights

JANUARY 6, 2020

Preparing for this years list of future channel trends has been an immersive experience to say the least. In 2019, I was able to talk to 497 companies one-on-one about their channel strategy and programs, including 130 of those face-to-face. I received 78 briefings from the technology companies who are inventing new ways to […].

2020 69

2020 2019 Technology Omnichannel 69

Forrester's Customer Insights

JANUARY 21, 2021

On one hand, customers and governments recognized partners as an essential service and central to their ability to rapidly respond to a worsening pandemic early in the year. Last year ended up being a tale of two cities for the channel. With catlike reflexes, the IT channel emptied the laptop supply chain and became […].

2021 70

2021 Government Omnichannel B2B 70

Forrester's Customer Insights

JANUARY 12, 2021

^CLICK IMAGE FOR FULL SCREEN^ The channel software stack comprises a group of technologies that help companies develop, design, and execute plans to find, recruit, onboard, develop, enable, incent, co-sell with, manage, measure, and report on partners.

2021 72

2021 Measurement Sales Technology 72

Forrester's Customer Insights

FEBRUARY 24, 2021

I made a prediction in January of 2018 that IT distributor disruption would continue. It was obvious that industry consolidation was accelerating, major distributors were diversifying, and private equity was getting more interested in transforming the industry.

2018 66

2018 Omnichannel B2B Sales 66

Forrester's Customer Insights

AUGUST 20, 2020

Online marketplaces have been around in one form or another for decades. Accelerating the trend is a myriad of factors including changing buying behaviors and demographics, companies shifting to subscription and consumption models, and the rising importance of ecosystems.

Consumers 71

Consumers Omnichannel B2B Sales 71

Forrester's Customer Insights

JUNE 26, 2020

^^ CLICK IMAGE FOR FULL SCREEN ^^ The channel technology stack is a group of technologies that firms leverage to plan with, find, recruit, onboard, develop, enable, incentivize, co-sell with, co-market with, manage, measure, and report on partners.

2020 72

2020 Measurement Sales Technology 72

Forrester's Customer Insights

MAY 3, 2022

3 conference attendees walk into a bar… First one sits down and goes, “I just re-launched my company’s ecommerce site. I’m psyched. I put AEM in front of ATG and I’ve got my FED’s crushing GMV growth. I do headless commerce.” Second one sits down and goes, “I sell software. I blew away my quota. […].

Omnichannel 26

Omnichannel B2B Customer Engagement Technology 26

Forrester's Customer Insights

APRIL 29, 2022

It’s not your fault you don’t understand “headless commerce.” Great products have great names that express what they are and why they’re good. Like “doghouse” or “sugar-free gum.” But headless commerce … that’s confusing, and it’s poorly messaged. Let’s run two tests to illustrate this. Full disclosure: This is a roast of headless commerce.)

Omnichannel 26

Omnichannel B2B Customer Engagement Technology 26

Forrester's Customer Insights

AUGUST 19, 2020

Customer Service As We Know It Has Changed What is was Customer Service? All customer engagement in the post-sales customer journey. Support to enable better use of a product or a service. A mandatory investment that adds to cost (and this needs optimization to manage revenues). Yes, but no.

Customer Service 40

Customer Service Marketing Customer Journey Customer Engagement 40

Forrester's Customer Insights

NOVEMBER 2, 2018

Maturing Into A Horizontal Channel Management Platform Aligned With CRM and Marketing Automation. Channel and alliance leaders are known to be good jugglers. With the average partner program containing over 90 distinct components, encouraging channel growth while mediating conflict is a complex undertaking.

Management 55

Management Connections Marketing Omnichannel 55

Forrester's Customer Insights

OCTOBER 21, 2019

Channel professionals want to talk about expanding their partner programs and building broad ecosystems, but the truth is that many of their basic program and channel management processes are still painfully manual and error-prone.

Technology 41

Technology Management Omnichannel B2B 41