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. Time to Value (TTV) The time it takes for customers to realize value from a product.

Net Promoter Score 459

Net Promoter Score CX NPS VOC 459

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 490

Customer Experience VOC Net Promoter Score Government 490

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. Article authored by Ricardo Saltz Gulko.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

MAY 14, 2024

The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. Social media platforms offer a space for authentic storytelling and community building.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

Intercom, Inc.

AUGUST 13, 2020

Where once brands could control what was said of them, today’s customers are well-placed to talk back and to one another – on any platform. Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media. It’s now one of the most cost-effective.

Social Media 209

Social Media AI Sales B2B 209

Retently

MARCH 11, 2025

Step 4: Moderating Social Media & Marketplace Queries Customer experience doesnt stop at email and chat, a CX Manager also regularly monitors: Amazon & Sephora product Q&A sections making sure common questions are answered. Testing a points-based loyalty program where customers earn discounts on future purchases.

CX 120

CX Customer Experience Net Promoter Score NPS 120

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee. Know your user.

B2C 118

B2C B2B Social Media Start-ups 118

TeamSupport

JUNE 23, 2020

How well do you really know your customers? It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. But what about prospective, or future, customers? Yes, it absolutely is. Who are we kidding?

B2B 98

B2B Sports Social Media Healthcare 98

Zendesk

NOVEMBER 23, 2021

Even though most of us hear ‘sales’ and jump to the image of an individual buyer in a store, it turns out that the majority of sales money doesn’t come from customers but from other businesses. In fact, B2B sales are projected to bring in approximately three times the revenue of B2C sales by 2023. What are B2B sales?

B2B 98

B2B Sales B2C Social Media 98

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability.

NPS 105

NPS B2B Net Promoter Score Actionable Insights 105

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. Use this guide to help you find the best B2B CRM for your business.

B2B 85

B2B Sales CRM Artificial Intelligence 85

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 88

B2B Net Promoter Score Education Social Media 88

Shep Hyken

JULY 9, 2021

Another fun thing your enterprise can do is celebrating your customers’ birthday month, where you email them a unique discount code valid for the whole month of their birthday. Shout Out New Customers on Social Media. On top of this, also post about any big wins your customers have on your social channels.

E-commerce 122

E-commerce Social Media Manufacturing Management Consulting 122

Zendesk

JANUARY 5, 2022

Warm leads know about your company and have expressed some level of interest, perhaps by visiting your website or commenting on a social media post. The more data you gather and compile into notable reports, the more traction your organization will get from publications, social media, and word of mouth.

Sales 105

Sales Outlook Social Media B2B 105

Totango

AUGUST 11, 2022

In this article, we’ll show you how to build client relationships digitally with your SaaS customers. First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. How Digital Client Relationships Are Different.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

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

Zendesk

APRIL 18, 2022

Essentially, identifying and tracking lead sources using customer relationship management (CRM) software enables your sales team to better understand the buyer’s journey and provide personalized content to your leads. Of course, there are any number of ways a potential customer or client can discover you. Social media.

Social Media 98

Social Media CRM B2B B2C 98

Callminer

FEBRUARY 27, 2019

While the cost of in-person interviews is the highest among all forms of interview, it is still considered to be the most useful form for building trusting customer relationships. Save your reputation by keeping an eye on social media. Getting the customer experience right and keeping it right is more important,’ he says.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

TeamSupport

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

SugarCRM

OCTOBER 13, 2021

Whether you’re selling B2B or B2C, ultimately, you’re selling to a person and today’s buyers expect a personalized experience. How to Make the B2B Customer Experience Memorable. However, the final piece to any B2B buyer’s journey is to develop a relationship before signing the papers.

B2B 52

B2B Customer Experience B2C Social Media 52

Zendesk

DECEMBER 21, 2021

To do that, you’ll need to be more informed than ever about buyer behavior, recent trends in selling (including B2B sales), and trends in sales management. These numbers prove that focusing on sales aspects beyond the products themselves is invaluable to any sales strategy, from B2C in-store sales to major B2B sales.

Sales 98

Sales Social Media CRM B2B 98

ECXO

MAY 11, 2023

Collect and analyse customer data and feedback – gather feedback – structured and unstructured – from customers through various channels. This can include personas, surveys, behavioural data from your website and apps, transactional data, loyalty programme information, social media, and customer service interactions.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Customer Experience Matrix

SEPTEMBER 11, 2013

So our first thought was to find a system that offered those plus some cool new things like social media profiling. customer relationship management zoho marketing automation crm b2b marketing small business software'

CRM 74

CRM B2B Customer Relationship Management Social Media 74

Customer Experience Matrix

DECEMBER 21, 2011

This started as a post about Empathy Logic , a company that merges data from marketing automation, CRM, Web tracking, order processing, social monitoring, and other systems; lets marketers segment and select from this more complete set of data; and sends the resulting lists back to message delivery systems such as email and Web sites.

Social Media 81

Social Media CRM B2B B2C 81

Steven Van Belleghem

SEPTEMBER 17, 2020

Unilever now wants to serve its end customers directly. End customer focus in B2B. More and more B2B companies are starting to determine their strategy based on a closer end customer relationship. In the past, this kind of information was often difficult to obtain in the B2B market.

Manufacturing 98

Manufacturing B2B Retail Social Media 98

SugarCRM

FEBRUARY 15, 2022

The objective of B2B lead generation is to stimulate and capture the attention of your target buyers and lure them into your sales funnel. B2B lead generation strategies rely heavily on digital channels and the abundance of online content. In other words, quality is the name of the game in B2B lead generation. Content Marketing.

B2B 49

B2B Social Media Engineering Start-ups 49

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B Artificial Intelligence Social Media B2C 56

Zendesk

JUNE 1, 2021

It’s also a good idea to be clear about what steps you take to protect a customer’s privacy. B2B vs. B2C customer profiles. The data you collect for customer profiles will vary depending on whether you’re a B2B company or a B2C company. A customer profile in a B2B context maps out the client company.

Social Media 86

Social Media B2C CRM B2B 86

SurveySensum

JULY 28, 2023

Regardless of where you belong – B2B or B2C your customers want much more than a single easy transaction. We’ve got you covered with the 7 best trends that will revolutionize your customer experience and propel your business to new heights. By offering a top-notch omnichannel support solution to their customers.

B2B 52

B2B Customer Experience Artificial Intelligence Omnichannel 52

Aquire

NOVEMBER 1, 2021

For example, you could point a customer in the direction of a competitor’s product if it’s better placed to meet their needs. Although it won’t immediately help your bottom line, it will help foster trust and create better customer relationships in the long term. Leverage social media. Use the right technology.

Social Media 98

Social Media Omnichannel Touchpoint Start-ups 98

Fonolo

MAY 10, 2018

It’s happening: We’re collectively witnessing a “Frankenstein moment” on social media, and within the Internet in general. Intercom’s blog is fundamental reading if you’re keen to learn about building customer relationships, creating trust, and nurturing a healthy help center. On the agenda? Peter Lavers.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Zendesk

AUGUST 12, 2021

Some marketing teams would treat that person like any other potential customer who lands on your site—but that’s a huge mistake. Consumers who explicitly express interest in your brand are worth more time and effort than someone who casually clicks on a social media ad. Use a CRM.

Social Media 98

Social Media CRM Sales B2C 98

Aquire

AUGUST 12, 2021

To help you cut through the noise, we’ve put together this list with 12 customer engagement tools: 1) Social Networks. Using social media has become a fundamental part of being a customer – Business2Community found that 63 percent of millennials use social media to keep up to date with brands.

Social Media 98

Social Media Retail Entertainment Customer Survey 98

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software?

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

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