ClearAction

MARCH 23, 2015

It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Here are 3 keys to getting it right: CXM infrastructure, CX champions, and CX momentum. B2B Customer Experience: Do This, Not That. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

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

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.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

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. VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. So, what does it mean?

VOC 62

VOC B2B Close the Loop Non-Profits 62

ClearAction

AUGUST 21, 2016

What was so different, compared to nearly everyone managing customer experience today, was this: in our customer experience measurement program, VoC took a front seat to informing us about customers’ realities, but VoC took a backseat to monitoring our progress, in favor of tracking what we were doing about it!

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

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 29, 2023

Only 8% of firms are in the top 2 of 5 CXM maturity stages: will you aim for top maturity in 2024? is squandered by narrow focus in inside-out journey mapping, micro moments in marketing, impure data in VoC, and failure to use customer insights to guide wiser cost containment, growth, and work groups’ performance standards.

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

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. LinkedIn : [link] /. Website : [link]. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

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

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). For example, Voice-of-the-Customer (VoC) managers are often completely absorbed in the administration of customer listening posts.

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

By engaging customers through various channels such as Customer Data Platforms (CDPs) and Voice of Customer (VoC) programs, businesses can gather comprehensive feedback and tailor their CX strategies accordingly. Bayer (Germany): Bayer experiments with digital tools and platforms to improve its B2B customer interactions.

CX 370

CX Customer Journey Map Compliance Social Media 370