ECXO

SEPTEMBER 6, 2023

B2B has been paying attention. In this article, I explore how B2B businesses are integrating various channel and touchpoint technologies to create a consistent, frictionless customer experience. They’re using AI and automation to solve the complexities of B2B buying. Chatbots are becoming a staple in the technology stack.

Omnichannel 156

Omnichannel B2B Technology Technology 156

Sprinklr

SEPTEMBER 3, 2021

Whether you’re selling B2B, or B2C, you’re selling to people. In today’s episode we look at the intersection of B2B and B2C, and how a truly unified customer experience can make your customers happier. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience on Apple Podcasts.

CXM 69

CXM B2C B2B Customer Experience 69

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience. This single fact means a lot.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

ECXO

APRIL 21, 2023

Formato convencional24 In partnership with SAS , the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. How to create something unique for your B2B & B2C customer too? Expressing natural empathy in engagement B2B & B2C , is this not for all? How can your culture adapt?

B2B 156

B2B B2C Customer Experience CX 156

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. High-Touch in B2B Customer Experience. Therefore, surveys of B2B practices may understate the actual work being done. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

ECXO

APRIL 24, 2024

Often many stake holders and decision makers are involved specially in B2B Enterprise Sales Strategies: The sales processes for these companies are highly sophisticated, involving direct engagement with several decision-makers, demonstrating potential ROI, and providing assurances about support and customization capabilities.

CX 317

CX B2B Compliance Sales 317

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. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B CXM Customer Experience 62

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. See the full B2B CXM series.

VOC 54

VOC B2B Customer Experience Close the Loop 54

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ClearAction

AUGUST 16, 2016

This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). Using a tractor as a metaphor, she described the requirements for best-in-class CXM. The windshield represents CXM vision and strategy. The steering wheel represents the CXM organization and governance.

CXM 67

CXM Customer Experience VOC Sports 67

ECXO

DECEMBER 20, 2023

Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. Personalisation in B2B means leveraging insights on what we know, and what we can predict. Look for a solution that provides B2B lead prediction and account scoring, and surfaces customer churn and conversion predictions.

Customer Experience 156

Customer Experience B2B Machine Learning AI 156

ClearAction

SEPTEMBER 29, 2016

CXM Coaching topics: customer experience strategy, culture, adoption, and metrics. Customer Experience Management: Progress & Aspirations : Ingrid Lindberg ‘s specialty is B2C CXM, and Lynn Hunsaker ‘s specialty is B2B CXM. CXM Templates are resources to jump-start customer experience transformation.

CXM 66

CXM CX Customer Experience B2C 66

Zendesk

NOVEMBER 29, 2021

Additional apps added in November: Fructifi (Sell) combines customer purchasing behavior analytics and marketing automation to enable sales and marketing teams to generate more business from existing, repeat-ordering, B2B customers. Sutherland CXM Agent Success (Support) helps contact center agents engage with your customers more effectively.

CXM 105

CXM Sports Contact Center B2B 105

ClearAction

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. Here’s why: CXM Status Quo. Clearly, the CXM status quo is likely necessary but certainly insufficient.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Lumoa

MAY 5, 2022

Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with. CXM (Customer Experience Management) focuses on using strategic methods for influencing the customer experience positively. CX is the customers’ experience of the product or service itself.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. Let’s dive in together and explore the world of B2B manufacturing feedback tools. What are B2B manufacturing feedback tools? Why should you use B2B manufacturing feedback tools?

Manufacturing 52

Manufacturing B2B Compliance NPS 52

ClearAction

MARCH 23, 2015

Here are 3 keys to getting it right: CXM infrastructure, CX champions, and CX momentum. CXM Infrastructure : An organization accomplishes precisely what it is designed to do. B2B Customer Experience: Do This, Not That. Organizational design must support — not stand in the way of — CX excellence goals.

Government 86

Government Customer Experience CXM VOC 86

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ClearAction

JUNE 25, 2023

Urgent needs of the 2020s are not yet discussed widely, due to preoccupation with AI and other tech, lots of new people in the CX field since the hub-bub of 2020 (restructuring, layoffs, great resignation), adopting CXM playbooks from tech providers, and over-focus on tactical rather strategic CXM. I love it.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

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 207

Touchpoint Customer Journey Map Education CX 207

ClearAction

AUGUST 21, 2016

In B2B CXM it’s especially important to align the entire company in seeing their ripple effects on customers’ well-being. If we establish processes and tools that integrate CXM into their ongoing routines, they’ll engage in strategic action that customers will reward. Image purchased under license from Shutterstock.

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

ClearAction

JUNE 29, 2023

Only 8% of firms are in the top 2 of 5 CXM maturity stages: will you aim for top maturity in 2024? Shifting your C-team’s vision of CXM purpose 2. She was first in the world to conduct a global study of B2B CX practices, and first in the world to benchmark marketing operations practices.

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

ClearAction

MAY 24, 2016

B2B Customer Loyalty. B2B buying decisions are often complicated. B2B customers are leery of granting “sole supplier” status. Getting preferred supplier status is a huge coup for a B2B supplier. B2B Decision Influencers. B2B Customer Experience Influencers. And rightly so. High Stakes Winners.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

MARCH 24, 2017

See the Applied Materials example: Strategic Action on B2B VoC ). See the tw telecom example: Is Operations Involved in B2B Customer Experience? ). This customer experience management (CXM) value chain reflects “laws of nature” — when you short-cut it you short-cut your results. That is mutual value creation.

VOC 48

VOC CXM Close the Loop Voice of the Customer 48

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Sue Duris is a Digital Marketing and CX leader with over 20 years of experience in driving brand, product, customer experience, and content strategies in the B2B sector. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Buying Influencers: Many parties within a B2B firm influence buying decisions. So, what does it mean?

VOC 62

VOC B2B Close the Loop Non-Profits 62

ClearAction

DECEMBER 31, 2015

Here are 3 keys to getting it right: CXM infrastructure, CX champions, and CX momentum.” “If every company has no intention of loving their suppliers, then what’s the point of B2B companies trying to be loved their customers?” ” Breaking Down Silos for Customer Experience Management.

Customer Experience 63

Customer Experience Sports Government CXM 63

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

eglobalis

DECEMBER 17, 2024

AI in B2B Interactions: Scaling Customer Success AIs transformative power is equally impactful in B2B CX , where it enhances operational efficiency and service effectiveness. As customer expectations in B2B rise, AI will serve as a critical enabler of personalized, high-touch experiences that drive business partnerships forward.

AI 354

AI CX Sentiment Analysis Net Promoter Score 354

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. Beyond that, consider the silos of various components of customer experience management (CXM). Answers to “What is the level of coordination across B2B CXM practices?” Source: ClearAction B2B CXM Best Practices Study.

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

ClearAction

DECEMBER 31, 2015

All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C. duration of relationship) can be achieved with lasting financial impact without the middle component to the CXM puzzle.” ” B2B Customer Experience: Do This, Not That.

Customer Experience 54

Customer Experience Net Promoter Score Voice of the Customer B2B 54

eglobalis

DECEMBER 11, 2024

Bayer (Germany): Bayer experiments with digital tools and platforms to improve its B2B customer interactions. By testing different configurations and service models, Hitachi optimizes its offerings to better serve its B2B customers, leading to enhanced satisfaction and loyalty.

CX 370

CX Customer Journey Map Compliance Social Media 370