ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it.

Voice of the Customer 109

Voice of the Customer B2B VOC Customer Journey Map 109

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.

VOC 122

VOC B2C B2B CEM 122

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. The post B2B Customer Surveys 101 appeared first on Lumoa.

B2B 83

B2B Customer Survey Net Promoter Score Social Media 83

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Yet, today few B2B suppliers pay attention to these facts.

Customer Experience Management 54

Customer Experience Management VOC B2B Customer Experience 54

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

ClearAction

JUNE 22, 2017

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience.

Customer Journey Map 73

Customer Journey Map B2B Outlook VOC 73

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Voice of the Customer Customer Feedback 83

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. B2B Customer Experience: Do This, Not That.

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

Adrian Swinscoe

MARCH 21, 2024

This is a guest post by Rhys Williams, a freelance content marketing writer specialising in B2B SaaS, martech and personalisation. While there are plenty of positive […] The post Customer Advocacy – An Untapped Asset first appeared on Adrian Swinscoe.

B2B 113

B2B Business Growth Customer Relationship Customer Experience Management 113

SugarCRM

AUGUST 19, 2020

Best-Selling Author and Expert Micah Solomon Addresses the Importance of Customer Experience Management and Strategy. These are all tactics that you can use today in your business to see if your current customer experience strategy is working. . . When he talks, businesses stop and listen. That’s not good enough!

Customer Experience Management 48

Customer Experience Management Mystery Shopping Customer Experience Mystery Shopper 48

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

PeopleMetrics

AUGUST 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. And happy customers lead to more buyers. But I’m 97.4%

B2B 111

B2B Customer Experience Start-ups Sales 111

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.

VOC 54

VOC B2B Customer Experience Close the Loop 54

Confirmit

APRIL 19, 2017

But despite good intentions, and the opportunity for increased revenue from both new and existing customers, building a successful VoC program in a B2B organization can be a challenge. Your sales and account management teams must listen to customer needs and deliver solutions that are tailored to those needs.

B2B 55

B2B VOC CX Voice of the Customer 55

TeamSupport

FEBRUARY 15, 2019

Despite the rise of chatbots and text support, telephone customer support is still critical. To ensure customer satisfaction, B2B companies must create strategies that both reduce wait times and accelerate call resolution. How much do customers value their time and a quick solution?

B2B 49

B2B Customer Satisfaction Technology Technology 49

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. Beyond that, consider the silos of various components of customer experience management (CXM).

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

TeamSupport

OCTOBER 4, 2022

So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to manage their expectations. Glitches, errors, and bugs in B2B software can be irritating and costly to customers.

Customer Expectations 126

Customer Expectations B2B Customer Service Customer Experience 126

Bill Quiseng

FEBRUARY 7, 2024

It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Customer service is what you do for your customers. Customer experience is how your customers feel before, during, and after what you do. Welcome to CX 101. So let’s get started.

CX 78

CX B2C Hospitality Hospitality 78

Confirmit

JULY 15, 2018

The complexity of B2B relationships makes it harder to answer the questions commonly asked by those who own the customer experience. Understand customer expectations? Use metrics to help us manage? Voice of the Customer Webinars. Prove the impact of CX on the business? Differentiate in a crowded market?

B2B 40

B2B Customer Experience Voice of the Customer CX 40

Confirmit

JULY 15, 2018

The complexity of B2B relationships makes it harder to answer the questions commonly asked by those who own the customer experience. Understand customer expectations? Use metrics to help us manage? Voice of the Customer Webinars. Prove the impact of CX on the business? Differentiate in a crowded market?

B2B 40

B2B Customer Experience Voice of the Customer CX 40

TeamSupport

AUGUST 24, 2020

Quality data—and the right customer experience management tools–-enable you to view what is actually happening in your support operations, spot trends, and ultimately make good business decisions. But if you don’t understand them, you can’t build the strategies and appropriate actions to make a positive impact.

B2B 97

B2B Start-ups Customer Experience Management Customer Service 97

TeamSupport

OCTOBER 26, 2018

With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. Help desk software built for B2B will focus on contacts, but it was built at its core to focus on companies and business relationships.

B2C 40

B2C B2B Finance Innovation 40

ClearAction

NOVEMBER 3, 2017

It’s been much easier being part of the Operations organization, to get adoption from other departments across the company, helping them see their connection to customer loyalty.”. Should Operations be the home for every B2B company’s customer experience leadership? De-silo customer experience management.

Customer Experience 119

Customer Experience VOC Net Promoter Score B2B 119

TeamSupport

AUGUST 17, 2022

Improving the customer experience can have a significant impact on customer retention, profitability, and growth. Every customer needs a customer-centric experience, and if one business isn't providing that for them, they're sure to find one that does. So why is there still hesitancy, what gives?

Customer Experience 98

Customer Experience B2B B2C Customer Loyalty 98

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). That 20% consist of high-impact customers. Yes, 80/20 still applies to them, but the total number of customers are so small, it’s worth focusing on every one of them. Fire away those ad hoc surveys!

CX 90

CX B2B Artificial Intelligence Text Analytics 90

Experience Investigators

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journey Map 136

Customer Journey Map B2B B2C CX 136

ClearAction

DECEMBER 27, 2017

” This has led to creation of common processes and systems for B2B and B2C client groups, rather than separate endeavors. The job of the customer experience management group is to facilitate, to advocate for the clients, to inform. Make sure that you hire the right kind of customer experience management team.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

ClearAction

MAY 24, 2016

High-pressure components of their customer experience include their reputation, productivity, time-to-market, cycle time, assets usage, opportunity cost, substantial financial risk, and career paths. B2B Customer Loyalty. B2B buying decisions are often complicated. B2B Decision Influencers. And rightly so.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

NOVEMBER 26, 2017

But the shiny object syndrome, following the crowd, impatience, greed, self-centered thinking, and lack of due diligence in business case development have too often obscured the wisest business-to-business customer experience strategy (B2B CX) decisions. Customer Experience Strategy. What Stakeholders Need.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

Beyond Philosophy

MAY 15, 2021

In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including: B2B is complicated, so you need to simplify it. Recognize that customer emotions apply. Manage different customers differently. Define the experience to align the organization.

Customer Experience 103

Customer Experience B2B Healthcare Management Consulting 103

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.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Heart of the Customer

NOVEMBER 20, 2023

When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal.

CX 78

CX Customer Experience Customer Satisfaction Customer Experience Management 78

ClearAction

DECEMBER 31, 2015

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. That all depends, in each sector, upon what’s best for customers. Highlights.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

Lumoa

MAY 5, 2022

The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience? CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110