eglobalis

OCTOBER 14, 2024

These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. The same applies to B2B and B2C. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand.

Customer Experience 447

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 447

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. Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

InMoment XI

NOVEMBER 26, 2024

By visualizing the customer’s experience across various touchpoints, journey maps provide a clearer understanding of where internal processes may be causing delays, confusion, or frustration for both customers and employees. You will outline the stages and touchpoints customers will experience in this stage.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

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

Think Customers

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

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. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

2020 443

2020 Customer Journey Mapping Culture Innovation 443

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. 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?

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

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. Some customer experience managers will have marketing experience, others will have sales experience, etc. What Background Should a CX Manager Have?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates.

B2C 397

B2C Employee Experience Culture B2B 397

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In business-to-business (B2B) organizations, personas often focus on the professional role the customer has within the client organization, including their likely title and department. Are centered around sales and marketing as they relate to the business. Is there a specific journey or group of touchpoints you want to address?

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. For instance: In Ecommerce , a confusing checkout process can mean a lost sale. Below, we explore examples of survey questions categorized by question type, touchpoint, and industry to help you design impactful surveys.

Events 120

Events Feedback Interaction E-support 120

InMoment XI

OCTOBER 10, 2024

Conversely, LinkedIn, Facebook, and Instagram are the most popular social media platforms for B2B organizations. This is important to create a seamless experience across all touchpoints. Most used social media platforms among business-to-consumer (B2C) and business-to-business (B2B) marketers worldwide as of January 2024. ( [link].

Social Media 195

Social Media Management 2024 Multi-Channel 195

CloudCherry

DECEMBER 1, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. Customer experience encompasses everything from the very first touchpoint of a prospect to the moment a customer churns. Understanding why, and feeding that information back to sales and marketing is critical to the customer experience.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

InMoment XI

JANUARY 10, 2023

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. This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . Let’s find out.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

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

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

Retently

SEPTEMBER 3, 2024

Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience. NPS post-demo survey The insights gathered from this survey are invaluable for fine-tuning our sales approach. Others are experiments we’ve explored to capture targeted data.

B2B 152

B2B NPS Demo Feedback 152

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. Touchpoint Inventory. Digital is how we are doing business, both in B2C and in B2B. They understand the idea of “Sharpening the Saw” and are willing to invest in it.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

CloudCherry

OCTOBER 30, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. Customer experience encompasses everything from the very first touchpoint of a prospect to the moment a customer churns. Understanding why, and feeding that information back to sales and marketing is critical to the customer experience.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. Why CX Managers Focus on Journey Optimization A smoother journey = happier customers = more sales.

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

InMoment XI

MARCH 21, 2025

It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales. Customer Pain Points and Needs Customers often voice their unmet needs, frustrations, and recurring challenges with customer support and sales teams.

Insights 195

Insights Sales Interaction Metrics 195

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Like the touch-points we typically think about — online user experience, marketing content, sales, and service — these industrial post-purchase touch-points should be analyzed and optimized for consistent performance.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Experience Investigators by 360Connext

MARCH 15, 2018

In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. In #CX, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. Human connections make a huge difference in B2B. We’re talking about B2B and Hallmark cards.

Connections 160

Connections B2B Fashion Touchpoint 160

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients.

B2B 84

B2B Engagement B2C Customer Success 84

TechSee

FEBRUARY 5, 2019

Incentivized surveys and refer-a-friend programs, of the type that delivered stunning exponential user growth for Dropbox will give rise to more refined models drawn from the world of B2B sales. Corporate Collaboration to Benefit the Customer.

2019 173

2019 Customer Experience ROI 2025 173

InteractionMetrics

JANUARY 7, 2025

In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. Because most of you would listen on the go, you can find the audio here : Below, we break down key themes and insights shared during the B2B Roundtable. To watch the recording, click here.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

Daniel Group

JANUARY 26, 2022

The Daniel Group’s extensive CX data effortlessly reveals the top three reasons to start a Customer Experience program at your B2B company that has nothing with online buzz. The bases for competition in the B2B arena are changing. While the above example is from the B2C arena, similar situations are playing out in B2B markets.

Customer Experience 105

Customer Experience B2B B2C Touchpoint 105

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. Dell enlists different groups from across the company—including engineering, marketing, sales, support, and digital—to make improvements to the entire customer journey.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

PK

SEPTEMBER 4, 2019

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the B2B buying journey – and ultimately the journey of turning customers into advocates.

B2B 73

B2B B2C Sales Loyalty 73

CSM Magazine

DECEMBER 17, 2024

Reverse ETL flips this process by taking data from your warehouse and syncing it back into operational toolslike sales platforms, customer support software, or marketing tools. Sales, support, and marketing teams can instantly access data insights to deliver tailored experiences like personalized promotions or proactive solutions.

E Commerce 52

E Commerce Insights E-support Customer Experience 52

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . Find a common outcome metric for everyone to look at and use to gauge success.

B2C 111

B2C Leadership Chief Customer Officer B2B 111

Thematic

APRIL 1, 2025

CRM and Sales Data: Purchase histories link customer value to feedback. For B2B, segments might be by industry or company size. Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? Importantly, break down data silos. and decide how to fix it.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience. This single fact means a lot.

B2B 86

B2B Customer Experience Customer Experience Management Customer Journey Mapping 86