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

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

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 100

Journey mapping Construction B2B Education 100

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

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

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

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

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

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

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 183

Customer Service Advertising B2C Big data 183

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

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

SmartKarrot

OCTOBER 26, 2022

Implementing a comprehensive account management program is the greatest approach to preventing an expensive breakup with your most valuable clients. Key account management is the tactical method businesses use to manage and expand their most crucial clients. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

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

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

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

SmartKarrot

OCTOBER 12, 2022

However, it also applies to B2B businesses. In the B2B world, the customer experience is crucial for businesses to differentiate themselves in a crowded market. Customer account journey for B2B organizations can help with this. . Customer account journey for B2B organizations can help with this. .

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

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

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 100

SaaS Journey mapping Upselling Best practices 100

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

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 109

SaaS Journey mapping B2B Feedback 109

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

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

CustomerSuccessBox

MARCH 14, 2022

Post-sales customer data is often disconnected and includes inconsistent account and contact information, products purchased, contracts, entitlements, tenants, tickets, case escalations, feature requisitions, etc. Seamless customer journey mapping. But sometimes defining a customer journey map could be a cumbersome process.

CRM 52

CRM SaaS Sales Journey mapping 52

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

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

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

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

ChurnZero

MAY 22, 2024

CSMs are spending over a quarter of their time scheduling calls, creating decks, and copy/pasting the same email to every one of their accounts when important things come up. Executive Business Reviews (EBRs) are done for enterprise accounts only, and often present a challenge in garnering customer attendance and attention.

Journey mapping 52

Journey mapping Surveys Accountability Feedback 52

ChurnZero

APRIL 11, 2024

The phrase “B2B is still human-to-human” is really helpful here. Not every single contact within a customer account is going to need or want the same experience or information from you, so think about who those individuals are before you start creating content for them. What are they trying to accomplish? What motivates them?

B2B 52

B2B Journey mapping Marketing Sales 52

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 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Buying Influencers: Many parties within a B2B firm influence buying decisions. So, what does it mean?

B2B 62

B2B Feedback B2C 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 60

Customer Experience Journey mapping B2C B2B 60

SmartKarrot

NOVEMBER 14, 2022

The decisions your business makes during the account onboarding process can be crucial for determining the future success of an account. Account onboarding can help your business address customer queries and concerns related to the value your products and services can provide them.

Accountability 10

Accountability B2B Journey mapping Construction 10

Nicereply

FEBRUARY 2, 2024

This will simplify your B2C or B2B sales lead generation efforts since prospective clients will come to you with pre-established trust courtesy of the positive reviews by your happy customers. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

ShepHyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. Where do customer relationships feature on those journey maps? The problem I see is this. Strategic Implications.

Journey mapping 183

Journey mapping Customer emotions Customer effort B2C 183

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. How do you know where your consumers are right now in their journey? You do if you have a client journey map. It’s vital to have the map in place so you can figure out when and how to create a CS roadmap.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52