eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts.

Customer Experience 467

Customer Experience VOC Net Promoter Score Government 467

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints.

Customer Experience 441

Customer Experience Social Media Predictive Analytics AI 441

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Optimization of these touchpoints requires a cross-functional approach.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

AUGUST 19, 2024

By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations. Use Customer Journey Mapping : Identify key touchpoints and pain points through journey mapping to target with experiments.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction.

NPS 468

NPS Customer Feedback Net Promoter Score B2C 468

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. However, in B2B settings, characterized by complex decision-making and long-term relationships, NPS often falls short.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

eglobalis

OCTOBER 1, 2024

Additionally, integrating CRM systems with collaborative platforms can provide Sales and CX teams with real-time customer data, enabling more personalized and effective customer interactions. This journey would involve teams from Marketing, Product, Customer Support, and even Logistics. Also, feel free to connect with me on LinkedIn.

CX 458

CX Finance Customer Journey Map Innovation 458

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Actions You Can Take: Implement a robust CRM tool like Salesforce, HubSpot, or Zoho to centralize customer data. This outdated approach doesnt just miss opportunitiesit risks alienating your audience.

Sales 263

Sales Customer Experience E-commerce Start-ups 263

Aquire

JULY 6, 2021

The B2B customer journey is a complex matter, packed with a host of different touchpoints that affect customer experience. Definition of B2B customer journey B2B customer journey stages Difference between B2B and B2C journeys Building a customer journey map Improve your B2B customer journey.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Retently

SEPTEMBER 3, 2024

Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience. Here’s how we do it step by step: Syncing Contacts from Pipedrive: First, we connect Retently to Pipedrive, our go-to CRM.

B2B 153

B2B NPS Start-ups Actionable Insights 153

Intercom, Inc.

JUNE 22, 2021

Buyer behavior is one area that has seen significant change – according to a recent report by McKinsey , 70% of B2B decision makers say they’re now open to making new, fully self-serve, or remote purchases in excess of $50,000, while 27% percent would spend more than $500,000.

Technology 233

Technology Technology Sales Customer Expectations 233

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 98

B2B Customer Service B2C Finance 98

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Intercom, Inc.

DECEMBER 16, 2019

Over the last two decades, account-based marketing (ABM) has been both hailed as a surefire win for B2B businesses and written off as little more than an industry buzzword. “With ABM, businesses treat each account as a market of one” How ABM differs from traditional B2B sales. 4 benefits of account-based marketing.

B2B 189

B2B Sales CRM Touchpoint 189

1 to 1

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

CX Journey

FEBRUARY 23, 2016

Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. In short, yes. What's the strategy?

B2B 56

B2B Customer Experience Contact Center B2C 56

Customer Experience Matrix

JUNE 29, 2011

The IMH, as we cognoscenti call it, combines ExactTarget's email, mobile, Web pages, Web visitor tracking, and social media with external touchpoints as well as Salesforce.com and Microsoft CRM. The campaign engine will be improved before IMH's official launch this September, but other specialized B2B features probably won’t be added.

B2B 85

B2B Sports CRM Social Media 85

InteractionMetrics

APRIL 17, 2025

Best For Enterprise teams (especially in finance or hospitality) that need visibility into the full customer journey and fast insights from multiple touchpoints. Compared to Qualtrics Where It Wins: Stronger at handling unstructured data, easier to launch with pre-built templates, and more focused on real-world customer touchpoints.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

ECXO

MAY 11, 2023

Create a customer journey map – develop a customer journey map that identifies all touchpoints in the customer journey and analyses each interaction to gain a holistic understanding of what customers go through. Ensure that leadership comes from the top to drive the change. Implement the change organisation-wide.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Customer Experience Matrix

DECEMBER 13, 2012

Most decision managers assume content is best stored with the touchpoint systems, while SiteCore wants to store most content itself. SiteCore does offer the key B2B marketing automation capability to synchronize with CRM products including Salesforce.com and Microsoft Dynamics CRM.

Touchpoint 92

Touchpoint CRM B2B Customer Experience Management 92

SugarCRM

JUNE 9, 2022

Seamless transactions across devices and 24/7 access are the new norms across industries, and recommendation engines lead even B2B buyers toward their next purchases. Setting your business apart from your competition begins with providing a customer experience that is consistently better and more memorable at every touchpoint.

CRM 49

CRM Manufacturing Gaming Engineering 49

Zendesk

NOVEMBER 1, 2021

Meanwhile, customer experience (CX) teams work hard to provide great experiences at every single touchpoint, from discovery to purchase and beyond. focus on improving individual touchpoints across the entire customer journey. Customer experience teams.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

Callminer

FEBRUARY 27, 2019

B2B organizations will want to segment customers by objectives and personas using both explicit (i.e. Direct VoC data alludes to any touchpoints along the client journey whereby the customer anticipates that the business is listening to them. Once you’ve laid out your general processes, don’t forget to segment your customers.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Gainsight

SEPTEMBER 5, 2019

Four out of five B2B companies expect to compete based on CX alone. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Unfortunately, B2B orgs can’t expect to compete in this reactive model. Personalized touchpoint surveys can help you identify potential triggers for automated engagements.

B2B 49

B2B Customer Experience B2C NPS 49

SurveySensum

SEPTEMBER 15, 2023

Are you struggling to meet your B2B clients’ ever-changing needs in today’s fast-paced service industry? In the realm of B2B service, staying attuned to client feedback is more crucial than ever. They empower you to gather, analyze, and act upon the insights your B2B service clients provide. You’re not alone.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Customer Experience Matrix

SEPTEMBER 26, 2013

As customers interact across more channels, marketers need to not just meet them in every new location but recognize them and carry on a continuous conversation from one touchpoint to the next. The problem isn’t new but it is getting worse. The systems that do build databases are designed to be used by IT departments, not marketers.

Predictive Analytics 97

Predictive Analytics CRM Social Media B2C 97

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 52

B2B Customer Service B2C Finance 52

Lumoa

FEBRUARY 15, 2021

For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues. Increased insight actionability Fetching background data such as customer segment, value, or tenure from your CRM systems.

Customer Experience 88

Customer Experience CRM Finance Close the Loop 88

CommBox

FEBRUARY 9, 2022

Research indicates that 80% of B2B customers buy based on a direct or indirect customer experience. Digital communication can determine whether a customer would buy your product – over 45% of B2B technology buyers are 25-34 years old, making them the single largest demographic, followed by 30% in the 35- to 44-year-old age group.

Sales 98

Sales Omnichannel Finance CRM 98

SurveySensum

FEBRUARY 17, 2025

A powerful text analytics tool should integrate seamlessly across multiple touchpoints to: Consolidate insights from diverse sources into a single platform. Ideal for : Small to Medium to large size companies, across different industries automotive, B2B, SaaS, Telecom, and NBFC. Track customer sentiment across the entire journey.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

SurveySensum

DECEMBER 28, 2020

There is a slight difference between B2B and B2C in terms of how we are capturing data. A B2B customer journey includes fewer feedback channels. Be it app reviews, a contact center, or a touchpoint service. . In a B2B segment maybe you will be able to reply to a single person but not in B2C. How to capture VOC data?

VOC 98

VOC Social Media B2C Voice of the Customer 98

Aquire

AUGUST 11, 2021

Use digital customer experience platforms that integrate with other internal systems, such as your CRM, as part of your strategy. With 77 percent of B2B buyers saying their purchase process was difficult, it’s important to ensure your check-out process in particular is smooth. Be available on multiple channels. Make purchasing easy.

Customer Experience 105

Customer Experience Omnichannel AI Social Media 105

Zendesk

FEBRUARY 17, 2022

Businesses use customer journeys to understand and improve the customer experience at every touchpoint—from discovery to purchase to support—so they can boost client retention and earn long-term loyalty. About 57 percent of the B2B buyer journey is already completed by the time the lead speaks to a sales rep.

Social Media 98

Social Media Sales Education CRM 98

SugarCRM

MAY 5, 2022

Sugar’s new research 2022 CRM Impact Report surveyed sales and marketing decision-makers to explore customer satisfaction and retention issues. The Great Customer Resignation Is Top Priority for B2B Marketers. Sales and marketing leaders are failing to realize the benefits of what an AI-driven and purpose-built CRM platform can offer.

AI 49

AI CRM Touchpoint CX 49

SugarCRM

AUGUST 6, 2024

How can you identify and influence those hidden touchpoints? And, when B2B buyers are considering a purchase, they spend less than a fifth (17%) of their time meeting with potential suppliers. B2B buyers are taking matters into their own hands – research and shortlists are often compiled with little or no vendor interaction.

Sales 49

Sales Social Media Touchpoint B2B 49

SugarCRM

DECEMBER 2, 2021

As a CRM platform vendor, we help our customers use our products across marketing, sales, and service. B2B sales leads usually cost an organization between $50 to $500, depending on your industry and business model. B2B prospects usually research products and services over some time. In B2B, account-based marketing is essential.

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

Retently

AUGUST 22, 2024

A great advantage of the Net Promoter System, aside from its simplicity and insightfulness, is that it works with any business models, such as B2C or B2B , and any business type and industry. This way, you can target key touchpoints without cluttering your list with unnecessary contacts.

NPS 78

NPS Invoicing Touchpoint Start-ups 78