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. These engines analyse customer behaviour, preferences, and purchase history to provide a more relevant and customized experience.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. Set and measure customer expectations. McKinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Experience Investigators by 360Connext

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships.

2024 284

2024 Fashion B2C Hotels 284

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. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. What is a B2B CRM? Why Do I Need B2B CRM Software?

B2B 85

B2B 2022 Sales Customer Relationship Management 85

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 119

Customer Retention B2B Customers Loyalty Programs 119

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . Sales Influencers You Should Be Following. by Will Milano. Alan Allard . Joanne Black . Tiffani Bova .

Sales 124

Sales 2020 Leadership Blog 124

eglobalis

AUGUST 13, 2024

The company is also a significant player in the B2B sector, providing solutions in areas like semiconductor manufacturing, display technology, and enterprise IT services. However, Samsung’s influence extends far beyond consumer electronics. Samsung is renowned for its flexibility in integration.

E-support 509

E-support Innovation Customer Centricity Loyalty 509

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 114

B2B Loyalty Net Promoter Score B2C 114

Team Support

SEPTEMBER 29, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

Customer Relationships 89

Customer Relationships B2B 2008 Competitive Advantage 89

Retently

SEPTEMBER 3, 2024

Now, let’s explore the types of surveys we’ve leveraged over time to make informed decisions and strengthen customer relationships. NPS post-demo survey The insights gathered from this survey are invaluable for fine-tuning our sales approach. Leverage our free trial and see firsthand how customer feedback can drive your success.

B2B 152

B2B NPS Demo Feedback 152

Integrity Solutions

OCTOBER 8, 2024

Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. In sales, it involves gaining trust by demonstrating genuine concern for the client’s needs and engaging in meaningful communication. Earning their trust starts with building rapport.

Sales 106

Sales Communication Connections B2B 106

Retently

MARCH 11, 2025

Why CX Managers Focus on Journey Optimization A smoother journey = happier customers = more sales. Fewer support tickets = lower customer service costs. Testing a points-based loyalty program where customers earn discounts on future purchases. Better post-purchase experience = higher retention & repeat purchases.

Management 115

Management Customer Experience Roadmap NPS 115

Think Customers

AUGUST 30, 2021

The sales world is forever altered, thanks to pandemic-fueled digital transformation across entire enterprises. In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon.

B2B 59

B2B Sales 2021 ROI 59

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability.

NPS 100

NPS B2B 2024 Net Promoter Score 100

Integrity Solutions

MAY 13, 2021

Many sales leaders are grappling with this question as they navigate today’s rapidly evolving selling landscape. Coming into the year, only 6% of Chief Sales Officers said they were extremely confident about their team’s ability to meet or exceed revenue goals. Customer expectations are higher than ever.

Customer Relationships 81

Customer Relationships Sales Customer Centricity 2021 81

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Recognize that customer emotions apply. Manage different customers differently.

Management 155

Management Customer Experience B2B B2C 155

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 88

B2B Net Promoter Score Social Media Customer Success 88

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

CloudCherry

MARCH 14, 2019

Her journey makes her a specialist and leader at sales and marketing, planning, strategising and customer service in both B2B and B2C environments. She is known for her strong skills like creating brand awareness, building a brand image to a customer and strong customer relationship management.

Hospitality 236

Hospitality 2007 Insurance B2C 236

Influitive

OCTOBER 21, 2015

The most powerful tool B2B marketers have in today’s hyper-connected world is genuine word of mouth from their customers—such as reviews, social media shares and recommendations. In the report, Laura discusses why advocate marketing is critical to the success of B2B companies. Advocate marketing creates value for B2B brands.

B2B 99

B2B Marketing Social Media Advertising 99

Team Support

JANUARY 12, 2021

As we enter 2021 the strategic role of B2B Support must be aligned (or realigned) with overall corporate strategies.

B2B 86

B2B 2004 2021 Download 86

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales.

Insights 195

Insights Sales Interaction Metrics 195

Gainsight

MARCH 31, 2025

While new customers will always be important, the rising cost of acquisition means organizations are relying on existing customers to drive growth. Specifically for B2B SaaS companies, the average customer acquisition cost (CAC) is 76% higher for new customers than it is for expansion business.

Customer Journey Mapping 52

Customer Journey Mapping B2B Customer Journey 2025 52

ChurnZero

JANUARY 3, 2023

Here’s the usual story: Company prides itself on being “sales driven.” The sales team is credited for winning revenue, while the Customer Success team is expected to retain the revenue. Sales closes a customer that’s unlikely to succeed (for any number of reasons.) Sales got the revenue credited to their numbers.

Sales 98

Sales Financial E-support Customer Success 98

ProProfs Chat

DECEMBER 26, 2019

Now, a question arises here: can you offer a similar type of customer support to all types of clients? No, you need to avoid the one-size-fits-all approach while providing customer support. Every support team has to deal with two distinct types of customers B2B and B2C. Impact on Revenues.

B2C 75

B2C B2B Customer Relationship Management Customers 75

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. And, more importantly, you notice changes in your demographics before your sales tank. Are they older? You get the point.

B2B 207

B2B Social Media Blog Customer Journey Mapping 207

Team Support

OCTOBER 11, 2019

For sales yes, but for your entire company it definitely shouldn’t be. More companies are spending additional time and resources on improving the B2B post-sale experience of their customers. Keeping customers happy after the sale decreases churn – Simply put, happy customers are less likely to leave your business. .

B2B 70

B2B Sales Customer Experience Demo 70

SurveyGizmo

JULY 14, 2020

By Vanessa Bagnato, Director of Enterprise Solutions, with Jenny Lewis, Director of Sales for Enterprise Account Management, and Nolan Frazier, Director of Sales for New Business. When the customer drives the sales process, everyone wins. It also helps businesses reduce churn and nurture customer relationships.

Sales 98

Sales Feedback Leadership Insights 98

CloudCherry

MARCH 14, 2019

Her journey makes her a specialist and leader at sales and marketing, planning, strategising and customer service in both B2B and B2C environments. . She is known for her strong skills like creating brand awareness, building a brand image to a customer and strong customer relationship management.

Hospitality 210

Hospitality 2007 Insurance B2C 210

Customer Bliss

APRIL 25, 2019

Jon goes on further to say that delighting the customer is insufficient if they’re not receiving value from their investment in your product or service. Delivering value is ultimately the key point of B2B customer success and delight. 2 Tactics to Further Customer Success.

Chief Customer Officer 170

Chief Customer Officer Customer Success Consulting B2B 170

TechSee

JANUARY 25, 2023

link] Robb Origer, Vice President, Field Services Robb Origer has 25+ years of broad experience in operations, service, and sales. He has built and led teams supporting customer acquisition, final mile, and service efforts for organizations nationwide. Today, Robb leads field services for Sleep Number ( www.sleepnumber.com ).

2023 41

2023 Management Automotive Leadership 41

Team Support

SEPTEMBER 30, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationship in Part 1 of this series. CIO Review continues its Q&A with Eric in Part 2 where they discuss current trends and the future of B2B customer support.

Customer Relationships 59

Customer Relationships 2008 B2B B2C 59

Integrity Solutions

DECEMBER 12, 2022

Throughout the decades, sales experts and consultants have touted a variety of so-called surefire tips and tricks for account prospecting, targeting and conversion. You can think of the traditional approach to B2B sales like fishing with a net. The past and present of B2B sales: It’s all related.

B2B 52

B2B Sales 2020 Books 52

ChurnZero

MARCH 14, 2025

And, on the flip side, what value does customer success bring to their sales counterparts as part of the broader go-to-market team? 1: Does customer success under the CRO put your customer advisor role at risk? This question has long been a major hesitation from customer success professionals about tying CS to revenue.

Customer Success 52

Customer Success 2024 Sales Customers 52