Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. App integrations.

B2B 95

B2B Customer Service B2C Interactive Voice Response 95

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 Benchmark Journey mapping 86

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) . There are dozens of possibilities. Stage 1: Awareness.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

MARCH 27, 2020

Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success. Choosing the Best B2B Customer Lifecycle Management Solution for Your Enterprise. Choosing the Best B2B Customer Lifecycle Management Solution for Your Enterprise. Improving CLM with Adaptive CS Technology.

B2B 83

B2B Management Journey mapping Enterprise 83

Kayako

SEPTEMBER 20, 2018

This can be especially true within the field of B2B sales, where customers are more informed than ever before, have higher expectations than in the past, and where existing customers are perfectly willing to switch to one of your competitors if you fail to provide the kind of experience they demand. . Make Customer Experience a Priority .

Best practices 81

Best practices B2B Sales Customer Experience 81

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM.

Customer Experience 97

Customer Experience B2B Management B2C 97

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article.

Customer Service 190

Customer Service Advertising B2C Big data 190

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. A customer journey map lays the foundation for the effective deployment of technology for CS.

Best practices 106

Best practices SaaS Journey mapping B2C 106

Totango

NOVEMBER 10, 2023

Is the customer journey mapping exercise a worthwhile effort? In today’s constantly changing environment, B2B companies will drive the majority of their growth from retention and expansion. The key to making the customer journey map purposeful? Who owns the customer community for your organization? We hope so!

Journey mapping 101

Journey mapping Construction B2B Education 101

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Specialists at one or both companies may be called in to conversations with the supplier’s account team, or ad-hoc as needs arise. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints.

B2B 59

B2B Customer Experience Journey mapping Engineering 59

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. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Enterprise 62

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Callminer

FEBRUARY 27, 2019

B2B organizations will want to segment customers by objectives and personas using both explicit (i.e. An example of inferred data would be chat sessions, emails and customer purchase history.” – Carlos Mora de la Cruz, Voice of the Customer (VoC), Taking into Account Feedback as a Whole , Capgemini; Twitter: @Capgemini.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. One of the reasons for this gap is the reliance on dedicated account teams who are charged with figuring out who the influencers are and managing them one by one. Ways to Integrate B2B Influencers’ Views. Your company loses the sale.

B2B 109

B2B Journey mapping Accountability Best practices 109

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%). You can also think of certain industries where all your customers are potentially high-impact such as B2B clients, rare disease pharma patients and 5 star hotel guests. Fire away those ad hoc surveys!

B2B 90

B2B Journey mapping B2C Benchmark 90

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 The reality is most traditional rule engines use only 1% of data to set up rules as with hundreds of data points, it is impossible for the human mind to comprehend, analyze, correlate and configure rules for Account health and alerts with accurate thresholds.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. B2B clients tend to measure performance in terms of key performance indicators, so SaaS QBR discussions often focus on KPIs. Updating goals, strategies, and KPIs to pursue future objectives.

SaaS 101

SaaS Journey mapping Upselling Best practices 101

Totango

MAY 10, 2022

Regular usage of accounts and product features. In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. An engagement strategy promotes client actions and activities such as: Completion of onboarding set-up.

Journey mapping 79

Journey mapping SaaS Enterprise B2B 79

Totango

AUGUST 11, 2022

These digital interactions may involve both SaaS product users and other B2B stakeholders with a role in the buyer decision process. This makes managing digital customer relationships significantly more complex operationally and technologically than traditional customer account management. Customer satisfaction and feedback surveys.

SaaS 110

SaaS Journey mapping B2B Feedback 110

CustomerSuccessBox

JULY 9, 2021

The custome r journey is the process by which a customer interacts with a company in order to achieve a goal. Customer journey maps are a tool to understand how people and companies buy your software. A customer journey is very specific to the physical experiences your customers have. Create your customer journey map.

SaaS 59

SaaS Journey mapping B2C B2B 59

Education Services Group

MAY 12, 2021

Each session I attended held alignment with various leading Customer Success topics and strategic concepts, which closely correspond to many of our current account initiatives across ESG today. Bill McDermott , CEO of ServiceNow may be one of the most inspiring voices in B2B technology.

Journey mapping 98

Journey mapping Best practices Education Metrics 98

360Connext

MAY 3, 2022

And customer journey maps tell the story of how the customer interacted with the brand. And yes, this happens in business to business (B2B) and B2C. Future State Customer Journey Mapping. This technique leverages the best practices of journey mapping but aims the lens at the future rather than the current state.

Journey mapping 72

Journey mapping Customer Experience B2C Best practices 72

ClearAction

JUNE 18, 2016

Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? If not, representative samples at the account level may not be representative at all when it comes to what really drives decisions to buy and re-buy from you.

Customer Experience 54

Customer Experience B2B Management Journey mapping 54

CX Journey

JUNE 20, 2017

In a B2B organization, for example, customers can be many and varied; look within each customer or partner organization at the people you interact with, e.g., purchasing, product, support, accounting, end-users, etc. They tie in nicely to your journey maps and are necessary to begin that exercise.

Journey mapping 65

Journey mapping B2B Accountability Feedback 65

GetFeedback

MAY 13, 2019

Churned accounts analysis. That is directly due to a lack of ownership and accountability for actioning the incoming data. Typically this responsibility falls within your Customer Experience team, or if you have someone whose role involves customer journey mapping. Some examples include: . Ticket feedback.

Feedback 121

Feedback Journey mapping B2C Accountability 121

Totango

JUNE 17, 2021

In a B2B context, here are some of the most useful ways to segment customers and when you might want to use each: License Utilization. This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. Account Status. Active Users.

B2B 71

B2B Journey mapping Accountability Sales 71

ClearAction

MARCH 23, 2015

It includes the mechanisms required to balance the powers of the members (with the associated accountability), and their primary duty of enhancing the prosperity and validity of the organization." People are empowered and accountable to drive CX success. DO THIS : Establish accountability processes for CX excellence.

Government 86

Government Customer Experience Journey mapping Construction 86

Education Services Group

JULY 28, 2019

You wouldn’t ask your accountant for help with child care. These distinct separations help B2B businesses to connect customer needs with characteristics. Segmentation drives your strategies for growth, your customer journey mapping, your investment (both financially and time-based) in each customer, and so much more.

Accountability 40

Accountability Journey mapping Marketing Upselling 40

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start!

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. Know Your Accounts’ Budgeting Timeline. For accounts that are up for renewal in Q4, you should have a good understanding of their budgeting process and timeline. Timing is everything.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

ClearAction

DECEMBER 31, 2015

All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C. ” B2B Customer Experience: Do This, Not That. ” Customer Experience ROI Opportunities in B2B Touchpoints. ” Strategic Action on B2B Voice of the Customer.

Customer Experience 54

Customer Experience B2B B2C Journey mapping 54

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 lines of business must feel that they are as accountable for that as everybody else. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. B2B Customer Experience: Do This, Not That.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

Liveops

JANUARY 25, 2019

Schedule and syndicate social media posts for multiple platforms and accounts in advance with just a few clicks. Brainstorm and lay out customer journeys with this free, no-frills canvas-making tool. Start improving your CX today with customer journey mapping software you can populate with live data and share across your organization.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

CSM Magazine

MAY 30, 2016

For example, in B2B customer experience management , there is quite a moderate scale of customers (obviously, not B2C-ish millions and millions), so delegating this mission to sales or account managers won’t seem odd. marketing automation (think customer journey mapping and personalized content marketing).

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? This includes your vision, goals, customer data, metrics, timetable, journey map etc. Improve customer satisfaction – (33%). You don’t have a plan.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

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. EMC: Making Transformational Changes through B2B Customer Experience Management.

Customer Experience 54

Customer Experience B2B Journey mapping Customer emotions 54