Think Customers

DECEMBER 22, 2015

My colleague Anna Papachristos recently wrote an insightful article about the findings in Accenture Strategy's 2015 B2B Customer Experience report. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

B2B 61

B2B Customer Experience 2015 Customer Relationship Management 61

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Silo Focus for B2B CXM Governance 2.

Government 62

Government B2B Customer Experience Customers 62

Team Support

NOVEMBER 22, 2019

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. B2B issues can sometimes be complex.

B2B 80

B2B Customer Relationship Management Touchpoint Customers 80

GetFeedback

APRIL 8, 2019

And let’s be honest, that doesn’t improve the customer experience. In fact, 60-70% of B2B marketers admit they don’t understand their buyers, which is exactly what buyer personas are designed to do. Check email boxes, dig into your customer relationship manager, and look at social media, and ask your salespeople.

B2B 207

B2B Social Media Blog Customer Journey Mapping 207

TechSee

JANUARY 25, 2023

Rick has more than 15 years experience in B2B and SaaS software marketing across a diverse group of start-up, growth stage and enterprise companies. link] [link] Ron Palinkas, Service Team Builder Ron Palinkas is Head of Customer Connect at Hitachi Energy. Stefano leads change through leadership impact, authenticity, and engagement.

2023 41

2023 Management Automotive Leadership 41

InMoment XI

MARCH 23, 2025

Marketing your B2B product without first defining your ideal customer profile (ICP) is like shooting in the darkyou may have all the tools you need to hit your target, but that wont help much when you have no idea where it is. An ICP is a detailed description of the best-fit customer from your target audience.

Touchpoint 195

Touchpoint Insights Sales Social Media 195

Magellan Solutions

JULY 5, 2021

What Are Telemarketing Services B2B. Traditionally, b2b telemarketing services were used to describe a service that generates interest around a company’s products and services. Any company that sells to another company can benefit from b2b outsourced telemarketing services. Lead generation. What is it? Market analysis.

B2B 52

B2B Healthcare Events Telecommunications 52

SAP Customer Experience

SEPTEMBER 13, 2023

On behalf of the CRM & CX Product Learning CoE Team, it is my pleasure to introduce you in this blog post to the live session: SAP CIAM for B2B Essentials What is it about? The objective of this session is to get to know the capabilities of the CIAM.

B2B 64

B2B Blog Customer Relationship Management Customer Relationships 64

SAP Customer Experience

OCTOBER 5, 2023

In eCommerce, the distinction between B2B (Business-to-Business) and B2C (Business-to-Consumer) is more than a matter of audience; it fundamentally shapes the entire commerce ecosystem. While B2C transactions are straightforward and often impulsive, B2B eCommerce operates on an entirely different plane of complexity.

B2B 56

B2B B2C Consumers Customer Relationship Management 56

Retently

JULY 16, 2024

The Science Behind Net Promoter Score Volatility While Net Promoter Score is a metric that quantifies your customer satisfaction, there is no absolute number of clients you should interview during your customer satisfaction survey to get a statistically significant NPS.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

Customer Success 98

Customer Success 2023 B2B Customer Relationship Management 98

Forrester's Customer Insights

MAY 11, 2022

Forrester’s Marketing Survey, 2022, revealed insights that can help B2B marketing leaders strengthen their marketing strategy. CMOs are currently confronted with a challenging environment, rapidly evolving requirements, and the need for change, which impacts organizations’ growth strategy and operating business.

2022 48

2022 B2B Insights Marketing 48

Totango

AUGUST 11, 2022

In this article, we’ll show you how to build client relationships digitally with your SaaS customers. First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Customer satisfaction and feedback surveys.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 113

InMoment XI

MARCH 21, 2025

Further, these insights also reveal customer communication preferences and motivations, which can help teams refine messaging and campaign strategies to resonate better with their target audiences. Example: A B2B marketing teams CI software detects that customers frequently ask about product integration capabilities.

Insights 195

Insights Sales Interaction Metrics 195

CSM Magazine

JANUARY 6, 2020

Using a customer relationship management system will increase flexibility when it comes to client queries. Although legal assistants, executives, and paralegals may be working on their case, they may require express authorisation to share information, even with the client.

Customer Service 52

Customer Service B2B Document Exceptional Customer Service 52

C3Centricity

AUGUST 2, 2021

Pre-sale, it is important to reduce or minimize the risk factor so the customer is more likely to buy. When you buy the wrong CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) system at work, you could be fired. When you buy the wrong toothpaste at home, your family might be disappointed.

White Paper 127

White Paper Customer Relationship Management Download NPS 127

Kayako

JULY 28, 2022

While customers may like more choices in product features, it turns out that more choices in customer service channels are not a plus. Adding more channels complicates customer relationship management, leading to many side trips and alternate routes, all of which the company must manage to avoid losing the customer.

Customer Service 116

Customer Service Management E-support B2C 116

Team Support

JULY 22, 2020

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there.

B2B 52

B2B NPS Customer Relationship Management Customer Relationships 52

Oracle

JANUARY 28, 2021

Customer Relationship Management Conference (CRMC): Reconnecting the World of Retail. B2B Online Virtual Event: Growing and Innovating B2B Digital Business. Forrester B2B Summit North America Live Virtual Experience. Customer Contact Virtual: A Frost & Sullivan Executive Mind Exchange.

2021 76

2021 Events Customer Experience B2B 76

CX Journey

DECEMBER 18, 2014

In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” The "Customer Journey" has become a common buzzword - but it can mean a lot of different things, depending on what you ask.

Customer Centricity 76

Customer Centricity Customer Experience Competitive Advantage Culture 76

LoyaltyPlus

APRIL 8, 2022

Currency Alliance is on a mission to create a Global B2B Loyalty Marketplace, with an extraordinary platform that any company can use to create their own loyalty ecosystems with complementary brands – regardless of size, industry, geographic location, and incumbent technology.

Loyalty 52

Loyalty Airlines Customer Relationship Management Loyalty Programs 52

delighted

SEPTEMBER 21, 2021

Once you identify your business’ buyer persona(s) and establish their customer journey, you need to put data-driven technology in place that tracks their journey. This includes: Website analytics and dashboard software Customer relationship management software (CRM). Customer relationship management software (CRM).

Customer Engagement 85

Customer Engagement Engagement Net Promoter Score NPS 85

ShepHyken

NOVEMBER 25, 2022

Using satisfaction ratings, session duration, and most frequently used channels, you can organize customers into preferred communication methods; phone calls, emails, chat, or video calls. . A customer relationship management (CRM) system keeps buyer information organized and accessible.

Customer Service 85

Customer Service E Commerce Rewards Programs Customer Relationships 85

Team Support

DECEMBER 20, 2023

Embracing an omnichannel approach ensures that customers can switch between channels without losing the context of their requests. Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support.

2024 108

2024 Omnichannel Social Media 2023 108

Oracle

APRIL 19, 2018

B2B Online. Customer Relationship Management Conference (CRMC) 2018. Customer Contact West: A Frost & Sullivan Executive MindXchange. — Forrester’s B2B Marketing and Sales 2018. Chief Customer Officer Exchange. April 30 – May 4, 2018. The Mirage; Las Vegas, NV. InteropITX. May 1, 2018.

2018 60

2018 Events 2019 Customer Experience 60

BirdEye

NOVEMBER 7, 2023

Common text abbreviations and their meanings Before delving deeper, let’s familiarize ourselves with a few popular texting acronyms: BRB: Be Right Back TBA: To Be Announced FYI: For Your Information LOL: Laugh Out Loud TBD: To Be Determined IMO/IMHO: In My Opinion/In My Humble Opinion IDK: I Don’t Know B2B/B2C: Business-to-Business/Business-to-Consumer (..)

Social Media 116

Social Media Communication ROI Sales 116

LiveChat

JUNE 8, 2018

Lack of accuracy is one of the top reasons for customers to get frustrated with support. LiveChat, for example, can be integrated with multiple Customer Relationship Management (CRM) tools – to help you store and manage customer information efficiently.

Communication 66

Communication Social Media B2C White Paper 66

Ecrion

JUNE 4, 2019

Document automation for business is a necessity to keep up with B2B and B2C demands. As a business leader, you may store your client data in a Customer Relationship Management (CRM) system. Your pricing information may come from your financial management software. It’s 2019. Why is this needed now?

Document 79

Document B2C Financial Social Media 79

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Magellan Solutions

OCTOBER 26, 2015

Sales representatives refer to agreed upon criteria, benchmarks and sales goals, as well as make use of customer relationship management (CRM) tools in order to appraise and reach out to qualified leads. The Difference Between B2B and B2C Marketing. An older guide for B2B marketers – [link].

B2C 60

B2C Call Center B2B Sales 60

Joe Rawlinson

JUNE 27, 2018

Learn about B2B SEO tips, tricks and tools , and do this on your own, step by step. It can be used to boost sales when you need it the most and get some long-term customers. CRM (Customer Relationship Management). PPC (Pay Per Click). However, it can cost a lot and backfire if done badly.

Social Media 68

Social Media Customer Relationship Management Customer Relationships B2B 68

SAP Customer Experience

NOVEMBER 8, 2023

According to research by Gartner, by 2025 more than 80% of all interactions between customers and B2B sales teams would happen through digital channels. For those ever-evolving sales pipelines, there could be hundreds of digital interactions in the forms of texts, emails, chats, phone calls, and so on between buyers.

Interaction 78

Interaction Sales 2025 Insights 78

Gainsight

SEPTEMBER 5, 2019

Companies can be customers in B2B. And in B2B, it might not even be someone who literally “buys” your product. In fact, some of your customers might not have paid for your product or service! And in B2B, if you sell in the channel, who’s your customer—the partner or the buyer?

Customer Centricity 55

Customer Centricity B2B Roadmap Customer Relationship Management 55

Natalie Petouhof

JUNE 9, 2015

Frequently brands tried to bring point solutions together, often hiring system integrators and management consulting firms to integration those solutions.

Management 68

Management Multi-Channel Competitive Advantage Customer Relationship Management 68

Comm100

FEBRUARY 25, 2020

The first step to providing your agents with the visibility they need to offer amazing customer experiences is to integrate your customer engagement platform with the lifeblood of your business – your customer database. Employ account managers. Would this change the way you engage with them?

White Paper 64

White Paper Social Media Omnichannel B2B 64

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

Totango

SEPTEMBER 22, 2022

Pros : Totango’s customizable templates let CS teams get customer journey strategies up and running in minutes. SaaS CRM (Customer Relationship Management) Solution. CRM is a common way to keep a reference of all customers’ lifecycle stages. Eloqua is Oracle’s marketing automation platform.

White Paper 71

White Paper Advertising Sales Social Media 71