Lumoa
MARCH 5, 2018
So, what is actually happening to B2B customer experiences? Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture.
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
FEBRUARY 5, 2015
Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class.
PeopleMetrics
OCTOBER 29, 2019
For B2B , we see response rates as high as 50%. If providing feedback takes longer than the actual customer experience, you have a major problem! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Watch the clock. As CEO, he guides the company’s vision and strategy.
PeopleMetrics
MARCH 26, 2018
If you're a B2B company, you may think about the first interaction prospects have with your sales team. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Touchpoints vary. As CEO, he guides the company’s vision and strategy.
PeopleMetrics
AUGUST 7, 2019
Let’s take a hypothetical example where you are the head of CX for a B2B telecommunications company. Here’s one way you can go about building an ROI case with internal data: Determine the customer lifetime value (CLV) for each of your average clients, or the average revenue you can expect from the client—say, on average, $100,000 per client.
Beyond Philosophy
NOVEMBER 10, 2014
An Insurance company reduced certain repeat calls from 76% to 6 % achieving millions of cost-cuts and also moved Customer satisfaction from 73% to over 90%. A B2B Telecom reduced costs by 36% and increased revenues by 7%. The Value of Customer Experience, Quantified. So, there you have it.
Expert insights. Personalized for you.
121 
Let's personalize your content