Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? The situation when B2B CX was very distant from B2C CX has been rapidly changing. Why are your customers turning away from you?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ClearAction

JANUARY 14, 2015

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. What's happening in B2B CXM strategy is similar to what's happening in B2C. Therefore, surveys of B2B practices may understate the actual work being done.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start! Why are your customers turning away from you?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Customer Experience Matrix

MAY 13, 2012

But it sell these largely as add-ons to its core predictive analytics products. Of the firms on my list of B2C options from last September, only a handful ( Neolane , Decision Software Inc , and RedPoint are primarily selling marketing automation software.

Predictive Analytics 67

Predictive Analytics B2C Finance Sales 67

Customer Experience Matrix

SEPTEMBER 26, 2013

That may not sound very new, but most B2B marketing automation products today build very limited databases while most B2C marketing automation products rely entirely on an external data warehouse. And many CDPs provide predictive modeling or best-treatment recommendations that go well beyond the storage functions of a basic data warehouse. -

Predictive Analytics 97

Predictive Analytics CRM Social Media B2C 97

Shep Hyken

OCTOBER 6, 2022

The research sample consisted of data collected from some 18,537 customers of 24 large organizations from 9 different industry sectors, and the analysis included conducting structural equation modeling predictive analysis on 59 customer groups.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

Customer Experience Matrix

MARCH 23, 2016

It’s also unusual in attracting people from both B2B with B2C companies, two groups that rarely mix. The spotlight has clearly moved from predictive analytics. As usual, I spent much of my conference time prowling the exhibition booths. ABM is still the current focus but it’s starting to feel dangerously familiar.

Technology 59

Technology Technology Artificial Intelligence Predictive Analytics 59

Aquire

OCTOBER 19, 2021

On the contrary, you need robust customer analytics to understand complex customer behavior – especially in a digital world where customers go through multiple stages and are willing to conduct a whole load of research to determine what to buy and when. What are customer analytics? Diagnostic analytics. Predictive analytics.

Social Media 97

Social Media Net Promoter Score NPS Omnichannel 97

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start! Why are your customers turning away from you?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Gainsight

APRIL 10, 2023

B2B customers are expecting round-the-clock help (similar to B2C customers). By leveraging AI-powered tools, businesses can proactively identify and address potential churn risks, upsell opportunities, and areas for improvement in customer satisfaction with content recommendations, automated renewal motions, and multi-channel analytics.

B2B 59

B2B Outlook Customer Retention Omnichannel 59

ClearAction

OCTOBER 25, 2018

Half of B2C companies and a third of B2B companies have a dedicated customer experience budget. Don’t assume that Marketing’s ownership of things like market intelligence, predictive analytics, digital, retention, loyalty and CRM qualifies this department to achieve your enterprise customer experience goals.

Predictive Analytics 59

Predictive Analytics Touchpoint B2C Innovation 59

Execs In The Know

OCTOBER 15, 2023

AI is being used in both B2B & B2C industries for a wide range of purposes in differing ways. Global Observability What starts with global observability turns into predictive analytics that models and forecasts customer behavior, enabling proactive interventions like personalized recommendations and targeted marketing efforts.

AI 52

AI Artificial Intelligence CX Compliance 52

1 to 1

JULY 25, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. Proactive and Predictive Insights Traditional NPS feedback often reflects past interactions, which may lose relevance over time.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

Qualtrics

FEBRUARY 26, 2019

Being at a data and analytics company, where you are ensuring internal decision making is data-inspired, is what really got me excited about Dun & Bradstreet as a company. On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

SugarCRM

AUGUST 19, 2019

Consumer loyalty is hard won, and all too easily lost – so it’s little wonder that modern B2C businesses are increasingly focused on ways to improve their customer experience. But without the right tools to analyze and leverage that data, it’s meaningless.

Manufacturing 20

Manufacturing Sales CRM Predictive Analytics 20

eglobalis

JANUARY 20, 2025

Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation. To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools.

B2B 421

B2B Predictive Analytics AI Innovation 421

PeopleMetrics

FEBRUARY 25, 2025

But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. For B2B companies and high-end B2C offerings, ignoring the prospect experience is still a critical mistake. When it comes to customer experience, most businesses focus on what happens after someone becomes a customer.

AI 62

AI B2B B2C Predictive Analytics 62