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 VOC B2B Customer Experience 54

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 B2B Customer Experience Customer Journey Map 59

SugarCRM

AUGUST 19, 2020

Best-Selling Author and Expert Micah Solomon Addresses the Importance of Customer Experience Management and Strategy. These are all tactics that you can use today in your business to see if your current customer experience strategy is working. . . When he talks, businesses stop and listen. That’s not good enough!

Customer Experience Management 48

Customer Experience Management Mystery Shopping Customer Experience Mystery Shopper 48

Adrian Swinscoe

MARCH 21, 2024

This is a guest post by Rhys Williams, a freelance content marketing writer specialising in B2B SaaS, martech and personalisation. While there are plenty of positive […] The post Customer Advocacy – An Untapped Asset first appeared on Adrian Swinscoe.

B2B 113

B2B Business Growth Customer Relationship Customer Experience Management 113

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 Start-ups Sales 111

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 VOC CX Voice of the Customer 55

TeamSupport

FEBRUARY 15, 2019

Despite the rise of chatbots and text support, telephone customer support is still critical. To ensure customer satisfaction, B2B companies must create strategies that both reduce wait times and accelerate call resolution. How much do customers value their time and a quick solution?

B2B 49

B2B Customer Satisfaction Technology Technology 49

TeamSupport

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 B2B Customer Service Customer Experience 126

Confirmit

JULY 15, 2018

The complexity of B2B relationships makes it harder to answer the questions commonly asked by those who own the customer experience. Understand customer expectations? Use metrics to help us manage? Voice of the Customer Webinars. Prove the impact of CX on the business? Differentiate in a crowded market?

B2B 40

B2B Customer Experience Voice of the Customer Customer Experience Management 40

Confirmit

JULY 15, 2018

The complexity of B2B relationships makes it harder to answer the questions commonly asked by those who own the customer experience. Understand customer expectations? Use metrics to help us manage? Voice of the Customer Webinars. Prove the impact of CX on the business? Differentiate in a crowded market?

B2B 40

B2B Customer Experience Voice of the Customer Customer Experience Management 40

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.

CX 78

CX B2C Hospitality Hospitality 78

TeamSupport

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 Start-ups Customer Experience Management Customer Service 97

ClearAction

NOVEMBER 3, 2017

It’s been much easier being part of the Operations organization, to get adoption from other departments across the company, helping them see their connection to customer loyalty.”. Should Operations be the home for every B2B company’s customer experience leadership? De-silo customer experience management.

Customer Experience 119

Customer Experience VOC Net Promoter Score B2B 119

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). That 20% consist of high-impact customers. Yes, 80/20 still applies to them, but the total number of customers are so small, it’s worth focusing on every one of them. Fire away those ad hoc surveys!

CX 90

CX B2B Artificial Intelligence Text Analytics 90

Experience Investigators

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 Map 136

Customer Journey Map B2B B2C CX 136

ClearAction

DECEMBER 27, 2017

” This has led to creation of common processes and systems for B2B and B2C client groups, rather than separate endeavors. The job of the customer experience management group is to facilitate, to advocate for the clients, to inform. Make sure that you hire the right kind of customer experience management team.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

ClearAction

MAY 24, 2016

High-pressure components of their customer experience include their reputation, productivity, time-to-market, cycle time, assets usage, opportunity cost, substantial financial risk, and career paths. B2B Customer Loyalty. B2B buying decisions are often complicated. B2B Decision Influencers. And rightly so.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

NOVEMBER 26, 2017

But the shiny object syndrome, following the crowd, impatience, greed, self-centered thinking, and lack of due diligence in business case development have too often obscured the wisest business-to-business customer experience strategy (B2B CX) decisions. Customer Experience Strategy. What Stakeholders Need.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

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.

Government 62

Government B2B CXM Customer Experience 62

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

ECXO

MAY 16, 2024

About me: Helen Rigamonti – CX speaker, author, and educator Helen Rigamonti has extensive experience leading customer-centric teams and has driven several major projects to enhance the customer experience in B2B, particularly within the SaaS tech sector.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Heart of the Customer

NOVEMBER 20, 2023

When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal.

CX 78

CX Customer Experience Customer Satisfaction Customer Experience Management 78

ClearAction

DECEMBER 31, 2015

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. That all depends, in each sector, upon what’s best for customers. Highlights.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

Lumoa

MAY 5, 2022

The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience? CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

PeopleMetrics

MARCH 25, 2022

creating a customer advisory board to collect customer insights. CABs are particularly beneficial for companies that rely heavily on segments of high-impact customers , like: B2B companies that produce enterprise-level software or provide specialized professional services. Luxury B2C brands and service providers.

B2B 118

B2B Customer Feedback Start-ups B2C 118

Experience Investigators

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 59

Customer Experience CX Touchpoint B2C 59

Customer Bliss

NOVEMBER 28, 2017

.” Sami has 18 years of experience leading teams at Verizon Enterprise, and at American Bath Group, he leads a customer-focused cultural shift to enable sustainable organic growth via disciplined and systematic customer experience management.

Customer Journey Map 78

Customer Journey Map B2B Start-ups Customer Experience 78

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

OCTOBER 25, 2015

In truth, it boils down to making your company irresistible to customers and prospects. That can’t happen by virtue of asking more questions, incenting more purchases, enticing referrals, and other typical customer experience management practices. B2B Customer Experience: Do This, Not That.

Customer Experience 88

Customer Experience Customer Experience Management Outlook Customer Journey Map 88

PeopleMetrics

FEBRUARY 25, 2022

This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ. Benefits of Customer Experience. CX Management and High-Impact Customers. The Customer Experience Management Process. How to Improve Your Customer Experience.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Bill Quiseng

MAY 10, 2023

Customers seek the best emotional value in their entire experience, not the minutiae of your logically reasonable best prices, products, or services, virtual or physical locations, AI, ChatGPT, online or human customer support, and many other details of yours. Customer experience is how your customers feel about what you did.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

ECXO

MAY 11, 2023

The model is a framework that helps companies evaluate their current state of customer experience management and identify areas for improvement. If you choose to develop one in-house, seek input from various stakeholders, including employees, customers, and partners, to ensure that the model is comprehensive and accurate.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

TeamSupport

MARCH 14, 2023

Using TeamSupport's proprietary Customer Distress Index (CDI TM ) to predict customer dissatisfaction before it escalates TeamSupport's customer service software, Support , is the only customer support ticketing system that helps support teams focus on their customer at a company level.

Customer Satisfaction 52

Customer Satisfaction B2B Customer Loyalty Customer Service 52

ClearAction

AUGUST 16, 2016

There’s really no way to separate customers, as our ultimate funders, from any other business strategy. This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). 3 Types of Customer Experience Action Essential to ROI.

CXM 67

CXM Customer Experience VOC Sports 67

CX Journey

NOVEMBER 9, 2016

B2B Customer Experience Management Best Practices A Confused Customer Buys Nothing Today's VOC Program Challenges The 7 Deadly Sins of Customer Experience. I remember that first month, that first year, wondering if anyone cared about what I had to say. Thank you for caring.

CX 66

CX VOC B2B Customer Experience Management 66

SugarCRM

NOVEMBER 11, 2020

That’s how your sales and customer relationship management work when you don’t have the right tools. For example, a B2B company that’s dialed in its approach to clients in the finance sector based on analytics can use that data to tailor its approach when launching a product to the insurance sector.

CRM 49

CRM B2B Customer Relationship Management B2C 49

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62