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 CX NPS Net Promoter Score 12

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. ” Breaking Down Silos for Customer Experience Management.

Customer Experience 63

Customer Experience Sports Government CXM 63

Customer Experience Matrix

JULY 16, 2009

Instead (or in addition) Techrigy supports sophisticated searches, categorization, sentiment analysis, influence measurement, author tracking, and case management. This set of features means that Techrigy is really built more for corporate PR departments and marketing agencies than one-on-one customer management.

Social Media 80

Social Media Engineering Sentiment Analysis Start-ups 80

ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. See the Applied Materials example: Strategic Action on B2B VoC ).

VOC 48

VOC CXM Close the Loop Voice of the Customer 48

Qualtrics

JULY 18, 2019

The platform automatically creates tickets at the time of survey submission for immediate real-time customer contact. You’ll want to link to your case management system to track feedback all the way to a resolution. Don’t underestimate the power of a one-on-one conversation with a customer as a follow-up to feedback.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). Start with the customers who have the highest CLV, then proceed from there. For B2B companies, every recover alert should include a follow-up — no exceptions!

Close the Loop 77

Close the Loop VOC CEM Business Administration 77

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. For B2B , we see response rates as high as 50%. If providing feedback takes longer than the actual customer experience, you have a major problem! Watch the clock.

VOC 61

VOC Double-Barreled Question CEM B2C 61