ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 320

B2B AI Artificial Intelligence CX 320

ECXO

AUGUST 19, 2024

The company uses A/B testing extensively to refine hardware and software features, gathering feedback on design prototypes to enhance user interaction and satisfaction. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

ECXO

AUGUST 12, 2024

This article explores the top MarTech solutions that are revolutionizing CX, the challenges the industry faces, and how these technologies are being leveraged across different global markets to drive B2B success. Become a member now: [link] Global Impact of MarTech on B2B CX Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 365

Customer Experience Predictive Analytics Social Media Machine Learning 365

ECXO

NOVEMBER 25, 2024

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: [link] In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope.

B2B 391

B2B Engineering Innovation CRM 391

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. Frustrations with NPS Oversimplification of Customer Sentiment NPS categorizes customers into promoters, passives, and detractors based on a single question. NPS: A Misleading Metric For B2B In Unprecedented Times?

NPS 308

NPS Net Promoter Score VOC Actionable Insights 308

Lumoa

JANUARY 8, 2019

Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss )

Customer Experience Management 136

Customer Experience Management B2B Customer Experience Business Operations 136

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. The same applies to B2B and B2C. A universal approach doesn’t work because customer behaviour, expectations, business models, and local cultural nuances vary widely across sectors.

Education 345

Education Customer Experience Customer Journey Map Innovation 345

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 112

B2B B2C Customer Experience Net Promoter Score 112

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.

VOC 122

VOC B2C B2B CEM 122

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. Start customer feedback management in the area with the most glaring need.

B2B 111

B2B Customer Experience Start-ups Sales 111

Aquire

JULY 6, 2021

The B2B customer journey is a complex matter, packed with a host of different touchpoints that affect customer experience. Understanding that complexity is essential in planning your customer service and marketing strategies. Definition of B2B customer journey. That’s all part of the customer journey.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

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 328

Customer Experience Social Media Predictive Analytics AI 328

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? App integrations.

B2B 95

B2B Customer Service B2C Net Promoter Score 95

TeamSupport

MARCH 23, 2021

According to a study by B2B International , B2B companies that are truly customer-oriented are only 14%. This shows that B2B organizations need to focus more on their customers. By providing superior customer support, B2B companies can differentiate their brands and improve their profits.

B2B 105

B2B Artificial Intelligence Social Media Customer Loyalty 105

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges.

Customer Experience 380

Customer Experience Net Promoter Score VOC Scorecard 380

eglobalis

JULY 25, 2024

A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments. Many self-proclaimed experts achieve their status through certification programs and isolated successes, but this can sometimes mislead their followers and customers.

Customer Experience 399

Customer Experience Innovation CX Omnichannel 399

CommBox

JANUARY 19, 2022

Especially if it is a B2B direction. How chatbots will make it easier for B2B businesses. Thus, there are several promising and integral areas in the B2B industry where chatbots can help reduce the share of human labor involved. If you’re a B2B eCommerce business, chatbots can be an excellent tool for you!

B2B 98

B2B Omnichannel AI Retail 98

eglobalis

AUGUST 13, 2024

The company is also a significant player in the B2B sector, providing solutions in areas like semiconductor manufacturing, display technology, and enterprise IT services. However, Samsung’s influence extends far beyond consumer electronics. Samsung is renowned for its flexibility in integration.

CX 445

CX Innovation Manufacturing Technology 445

eglobalis

SEPTEMBER 5, 2024

The Power of Combining CS and CX Metrics: A Personal Perspective From my experience working with technology companies—especially in B2B settings—the benefits of combining Customer Success and Customer Experience metrics are immense.

Net Promoter Score 322

Net Promoter Score NPS CX VOC 322

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 company needs to ensure the feedback is addressed systematically.

B2B 78

B2B Customer Survey Net Promoter Score Social Media 78

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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 Voice of the Customer Customer Feedback 83

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 369

Customer Experience Net Promoter Score VOC Government 369

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 85

B2B Net Promoter Score Education Social Media 85

Futurelab

FEBRUARY 23, 2024

Feedback is not about the averages. When I presented customer feedback to a global leader in steel manufacturing, the management team was very happy with the overall scores (which were pretty decent). They were especially pleased with the page where we had grouped the results based on the contribution of the customers.

VOC 144

VOC B2C Manufacturing B2B 144

ECXO

OCTOBER 27, 2024

By analyzing churn in conjunction with Customer Experience (CX) metrics—such as customer feedback or satisfaction scores—companies can understand the specific reasons why customers are leaving. Customer Health Score (CHS): Identifying Early Risks The image was created by DALL·E, and all rights are reserved by ECXO.org.

Customer Satisfaction 332

Customer Satisfaction Customer Relationship Customer Loyalty CX 332

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service. Find out more about how we can help you.

B2B 78

B2B Customer Experience Voice of the Customer Government 78

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. Marketing can use this information to refine their targeting and messaging strategies, while IT ensures that the necessary tools are in place to support seamless customer interactions across all touchpoints.

CX 337

CX Finance Customer Journey Map Innovation 337

ECXO

DECEMBER 4, 2024

Subscription-based Model: SaaS companies offer software solutions that are typically delivered over the Internet, allowing customers to subscribe and access these services on a recurring basis. This dynamic environment demands a customer success team that is agile, proactive, and deeply engaged with clients.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

ECXO

JUNE 19, 2024

In the end of the day, it all only will benefit the customers independent of who your company is serving B2B or B2C. Improving Customer Feedback Mechanisms The ability to visualize concepts early in the design process allows for more precise and actionable consumer feedback.

AI 386

AI Customer Experience Legal Manufacturing 386

TeamSupport

OCTOBER 11, 2019

More companies are spending additional time and resources on improving the B2B post-sale experience of their customers. Keeping customers happy after the sale decreases churn – Simply put, happy customers are less likely to leave your business. . It can also be great for attracting new customers.

B2B 70

B2B Sales Customer Experience Customer Relationship 70

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? Set up processes to provide relevant customer comments to each group in the company. B2B Customer Experience: Do This, Not That.

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

Totango

JANUARY 23, 2020

You should look at customer metrics that link directly to the successful use of your product, such as product usage rates, feature adoption, license utilization, number of escalations, and Voice of Customer feedback and ensuring you have the necessary systems and solutions to do so at scale. Set and Celebrate Goals.

B2B 108

B2B Customer Relationship Customer Feedback Customer Experience 108

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. Feedback Integration Collecting and acting on customer feedback is essential for continuous improvement in CX.

CX 213

CX Customer Journey Map Compliance Social Media 213

Intercom, Inc.

MAY 24, 2018

We’d be running through all the initial customer feedback, getting our first users up and going, and then one of the big pieces that happened quickly was the persona development. If they’re a B2B company, it might be a very small number they’re using to make a large decision. I see that a lot.

B2B 182

B2B Sales Start-ups B2C 182

SurveySensum

JULY 25, 2023

You’re eager to identify areas for improvement and boost customer satisfaction. So you decide to conduct a B2B survey. However, when you send out the survey to your customer base, you’re met with a dishearteningly low response rate. The same holds for B2B surveys. So, let’s jump right in.

B2B 52

B2B Text Analytics Customer Survey Customer Satisfaction 52