GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. B2C companies sell to consumers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

GetFeedback

JANUARY 19, 2020

Customer service agent notes and messages. Text from sales team interactions. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Output from Advisor council meeting. Or snuffs it out.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

NOVEMBER 26, 2024

Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization. What is Customer Journey Mapping?

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. By implementing personalization strategies, businesses can increase engagement, drive higher conversion rates, and foster stronger customer relationships.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

Think Customers

APRIL 10, 2025

To avoid this, CX leaders must demonstrate that enhancing customer experience is not just about satisfaction but about achieving tangible business results such as increasing revenue, improving retention, reducing costs, and strengthening competitive differentiation. Sales Conversion Rates Tracks how improved CX increases deal closures.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. Some customer experience managers will have marketing experience, others will have sales experience, etc.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InteractionMetrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

Experience Investigators by 360Connext

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? Personas are often used in marketing and sales efforts, and those names apply to those types of personas. Customer Service Blueprinting.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. In the era of digital transformation and customer-centric strategies, organizations must shift toward a more collaborative and integrated structure. The result?

2020 443

2020 Customer Journey Mapping Culture Innovation 443

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Customer surveys remain fundamental for gathering direct feedback.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. Customer retention statistics: More than 6 in 10 U.S. consumers say customer experience at most companies needs Improvement. ( McKinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey. Motivations. Frustrations.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. B2B relationships with customers are often MORE personal than those in B2C.

B2C 137

B2C B2B Customer Experience Culture 137

InMoment XI

MARCH 14, 2023

InMoment XI Strategist Jim Katzman had the opportunity to sit down with Peggy Carrieres, Global Vice President of Sales Enablement and Supplier Development for Avnet and electronics components-industry expert. A lot of the hiccups that happen in B2B are due to miscommunication. These relationships are what drive the B2B space.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

Retently

NOVEMBER 29, 2024

This blend provides a well-rounded view of customer sentiments and highlights specific areas for improvement. Each stage of the customer journey requires targeted questions that align with the interaction. For instance: In Ecommerce , a confusing checkout process can mean a lost sale.

Events 120

Events Feedback Interaction E-support 120

Experience Investigators by 360Connext

MAY 20, 2015

Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping. Customer Journey Mapping.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 106

B2B Customer Journey Mapping Social Media Net Promoter Score 106

CloudCherry

DECEMBER 1, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. contacts from a dissatisfied customer).

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

InMoment XI

OCTOBER 10, 2024

Conversely, LinkedIn, Facebook, and Instagram are the most popular social media platforms for B2B organizations. Depending on your industry, your customers are not going to want specific, jargon-filled visuals on their feed. When setting goals, set specific and measurable goals that can be easily tracked. Accessed 9/24/2024.

Social Media 195

Social Media Management 2024 Multi-Channel 195

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. Customer experience is important. BUT… my business is… B2B. How to Apply Customer Experience to Business-To-Business (aka B2B).

Healthcare 143

Healthcare B2B B2C Insurance 143

ProProfs Chat

AUGUST 14, 2020

Enable yourself to complete their journey with your brand. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. Your customers can have an issue any time.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

ShepHyken

DECEMBER 9, 2024

Can Your Customer Service Make a Sale? And sure, there were those sales. However, I also realized that even B2B buyers prefer to buy from a salesperson or a company that has better customer service. Customer service must be baked into the entire customer journey, especially in sales.

2024 74

2024 Article 2025 Customer Service 74

Experience Investigators by 360Connext

AUGUST 4, 2020

But what if you have many different types of customers? What if you have different buyers and end-users, as many B2B organizations do? What if different products have different customers? Begin with the customer you serve the most, or the customer journey you’re trying to address. Talk to your team.

Social Media 265

Social Media Customer Journey Customers Feedback 265

Retently

MARCH 11, 2025

Key Takeaways Reviewing and analyzing customer feedback is a daily priority CX Managers track reviews, surveys, support tickets, and returns to spot patterns and escalate critical issues. And now that weve seen how CX collaborates across teams, lets move on to another critical part of the job: optimizing the ecommerce customer journey.

Management 115

Management Customer Experience Roadmap NPS 115

ShepHyken

APRIL 6, 2025

How B2B and B2C Brands Are Winning Hearts with Memory-Driven CX by Annette Franz (MarTech) The future of CX isnt just personalized its nostalgic. Learn to use past moments to create deeper customer connections. Smart brands are finding ways to leverage these memories to create experiences that get customers to say, Ill be back!

2025 70

2025 Article Customer Service B2C 70

Daniel Group

MARCH 23, 2022

Three Tips to Fire Up Your Customers to be Your Best Sales Force! At The Daniel Group, we are learning more and more about referral activity in the B2B world, and we now have three tips to help you increase your referral activity and fire up your customers to become your best sales force.

Sales 105

Sales B2B Reference Metrics 105

InMoment XI

JANUARY 10, 2023

Do you need a customer experience manager dedicated to managing this effort? Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. Let’s find out. What Kind of Background Should a CX Manager Have?

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Retently

SEPTEMBER 3, 2024

Capturing Key Insights: How We Use Retently Across Customer Lifecycle Stages Using CX surveys effectively goes beyond a one-time effort—it’s about collecting and acting on feedback throughout the customer journey. NPS post-demo survey The insights gathered from this survey are invaluable for fine-tuning our sales approach.

B2B 152

B2B NPS Demo Feedback 152

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences.

Customer Journey 90

Customer Journey Social Media B2C Omnichannel 90

Customer Bliss

SEPTEMBER 19, 2017

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

Experience Investigators by 360Connext

JUNE 29, 2015

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences , journey maps can become very complicated, very quickly. Who is the customer, exactly? What if that person leaves the buying organization in the middle of the sales cycle?

Social Media 218

Social Media B2B Consulting Sales 218

ChurnZero

MAY 18, 2021

Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? A good customer journey map is like Google Maps for your customers. It helps you tell the story of your customer’s experiences with your brand across all touchpoints.

Customer Journey Mapping 84

Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

CloudCherry

OCTOBER 30, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. contacts from a dissatisfied customer).

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186