WFH for B2B?
Contact Center Pipeline
SEPTEMBER 27, 2022
As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck.
The Benefits of AI-Powered Customer Experience with Isabelle Zdatny
ShepHyken
APRIL 21, 2025
What is the difference between generative AI, analytical AI, and agentic AI? Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen.
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Guest Post: Why B2B Business Needs Dedicated Customer Support
ShepHyken
NOVEMBER 18, 2022
She shares the benefits of having dedicated customer support in B2B organizations. Any company needs to become a part of B2B or “business-to-business,” where legal entities establish trading relationships with each other. The main challenge of b2b companies . B2B customer service best practices .
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Amazing Business Radio: Geoff Webb
ShepHyken
SEPTEMBER 15, 2020
Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. In B2B buying, the stakes are incredibly high. Quotes: “Bringing together the analytic power of AI and the context and empathy power of a human being can deliver an incredibly personalized, really effective, fast selling process.”.
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How to Stay Competitive in the Evolving State of Martech
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks.
Guest Post: How to Design a Customer Success Program That Works
ShepHyken
SEPTEMBER 7, 2023
The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Assess how they’re going to harness analytics to make the right decisions.
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Guest Blog: Deliver Them Amazing and They Will Love You Back: Millennial World
ShepHyken
NOVEMBER 4, 2016
Predictive Analytics: Millennials have changed the way traditional customers used to buy, behave or react to different perspectives. Such analytics can provide great turnaround to any organization and help them to stand out of the ordinary. Organizations. Shaista Haque is a marketing enthusiast at Ameyo.
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B2B Customer Segmentation: Six Best Practices
Totango
AUGUST 9, 2022
B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? Why Should You Use B2B Customer Segmentation?
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Understanding the B2B Customer Journey and How It Differs from B2C
Totango
MARCH 16, 2021
The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.
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5 Top Customer Service Articles for the Week of September 23, 2019
ShepHyken
SEPTEMBER 23, 2019
Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. The Ultimate Guide to B2B Reviews by Sarah Fraizer. These are the ways great companies are getting their customers to return again and again.
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3 vital B2B findings from Dimension Data’s 2019 CX Report
Peter Lavers
JANUARY 30, 2019
Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Customer analytics. Connected CX journeys. Digitalisation. Robotics and AI. Technology enablement. Employee experience and workforce optimisation.
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How CPQ Helps B2B eCommerce Businesses Close More Deals Faster
Cincom
MARCH 20, 2025
5 Key Challenges in B2B eCommerce Sales Heres what can adversely affect B2B eCommerce sales: 1- Complex Product Configurations B2B transactions involve highly configurable solutions. 3- Lengthy Quote Approval Processes The B2B buying process often involves multiple decision-makers and stringent approval workflows.
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Forrester Finds AI Used in Marketing by Two-Thirds of B2B Brands
CSM Magazine
SEPTEMBER 19, 2023
AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Let’s delve into how AI is augmenting B2B marketing strategies and the opportunities and challenges it presents.
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How Customer Experience Differently Affected B2B and B2C?
OctopusTech
MAY 10, 2019
As if you are dealing in B2B your marketing methods are different and when you deal with a customer, the method you used is different. How CX act differently for B2B vs B2C? For this, most of the companies today are using analytical tools. However, in both B2B and B2C the role of good governance is the same.
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Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture
Call Center Weekly
APRIL 19, 2018
Innovative, employee-driven Call Center Operations Manager with a comprehensive, progressive 15+ year career filled with expertise in customer/client services, employee relations, recruiting, process implementation, B2C and B2B sales, and project management.
5 Top Customer Service Articles For the Week of December 12, 2016
ShepHyken
DECEMBER 12, 2016
Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas.
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5 Rules for Managing Your Customer Experience in Business-to-Business
Beyond Philosophy
MAY 15, 2021
The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business.
Everything You Need to Know about Text Analytics
Lumoa
JANUARY 23, 2018
Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.
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Lesson #20 Revisited: Measuring the Prospect Experience with AI
PeopleMetrics
FEBRUARY 25, 2025
But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. The Champion Cycle: Still Spinning, But Faster Remember the Champion Cycle we uncovered in our research with 800+ B2B decision-makers? Id like to dive in deeper here given its importance to B2B sales.
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Boosting Customer Satisfaction with Quick and Consistent Responses
ShepHyken
SEPTEMBER 18, 2023
Email remains a dominant channel for B2B communication. Get one month of their email analytics and performance optimization software for free. Businesses should value their customers’ time and demonstrate respect by delivering quick and consistent responses. Timetoreply has a special offer for Amazing Business Radio listeners!
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Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets
Lumoa
JUNE 4, 2018
Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The team is very strong in their ability to execute the unique product to B2B market and is able to create a world-class solution for industry leaders.” “The
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Five Best CRMs for B2B Sales in 2022
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. Use this guide to help you find the best B2B CRM for your business.
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A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?
Cutting Customer Experience Investments Now Is A Mistake – Here’s Why
CCNG
AUGUST 21, 2024
” That means it takes a very long time to get a b2b sales prospect to a yes, the clients are paying less, and there are more people involved – which makes everything take longer. One thing is for sure, b2b buyers are not spending money as quickly and freely as they once did.
The Differences Between B2B and B2C Customer Journey Mapping
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. . B2B companies sell to other companies.
12 Top Choices to Read and Follow over the Holiday Season
Peter Lavers
DECEMBER 21, 2017
These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C. People to follow.
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Guest Post: Ways to Improve the SaaS Customer Experience
ShepHyken
FEBRUARY 18, 2022
This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. It’s easy to miss the new B2B buyer demands. Internal organizational silos are known in B2B SaaS. He shares how to improve the SaaS customer experience to encourage customer loyalty.
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5 Top Customer Service Articles For the Week of June 5, 2017
ShepHyken
JUNE 5, 2017
This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses. All Business) Here are four premium performance measurement tools that integrate especially well with Google Analytics, giving you the power to take action and make meaningful business improvements quickly.
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[Q&A] B2B SaaS Benchmarks: How Does Your Company Compare to +1,500 of Its Peers?
ChurnZero
JUNE 2, 2021
SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. An overview of the current B2B SaaS market and valuation drivers. If you’re interested in taking a deeper dive into SaaS Capital’s 2020 B2B SaaS benchmarking survey, watch the webinar now. .
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Guest Blog: Rolling Ahead of the Game with Digital Customer Experience
ShepHyken
MAY 27, 2016
Organizations with the help of customer engagement technology can now map the customer’s’ journey and record their buying experience through analytics and other platforms. Analyze Customer Analytics Data: Organizations seeking towards building a great user experience have understood the importance of digital darwinism.
Evaluating Your B2B Sales Prospecting Strategy
aircall
JANUARY 4, 2021
The process for developing a B2B sales prospecting strategy is vastly different than what many long-time salespeople grew accustomed to over the span of their careers. Something that hasn’t changed is that sales prospecting is still an important and necessary part of B2B sales growth. The Importance of a B2B Sales Prospecting Strategy.
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A Complete Guide To B2B SEO Strategy For 2024
OctopusTech
MAY 23, 2024
More than 80% of B2B businesses agree that SEO produces better quality leads than online advertising, and over 70% of B2B businesses claim that SEO boosts sales more than PPC. In order to close a deal, B2B companies must nurture leads and communicate with potential clients over several interactions. What is B2B SEO?
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B2B Customer Service Strategy Guide
Global Response
DECEMBER 5, 2022
Achieving excellence in business-to-business (B2B) customer service (CS) requires expertise across numerous fronts. Providing the best level of B2B CS means having the underlying technology to make all of those human connections appear seamless and instantaneous. What Is B2B Customer Service?
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5 Ways AI Is Changing B2B Marketing and Customer Support
TeamSupport
APRIL 27, 2021
Likewise, the B2B sector has also been affected by the spread of AI and its common usage by business owners and marketers alike. To better understand how exactly this tech influences your business, it’s worth looking at these five ways AI is changing B2B marketing. First and foremost, AI lets you personalize your B2B marketing.
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64 Guest Blog: Don’t Make Me Wait
ShepHyken
SEPTEMBER 1, 2017
With predictive Q&A and self-service customer support you can overcome these terminology problems in multiple ways: You can use predictive analytics to determine the most likely relevant questions. As soon as a customer accesses the contextual Q&A space, one of the top popular questions is probably the question they have.
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B2B Customer Experience Governance
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.
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25 Best Customer Service Software in 2025 (Free & Paid)
CSM Magazine
MARCH 28, 2025
Offer advanced reporting and analytics for insight into your service teams performance. HappyFox For businesses prioritizing simplicity, HappyFox offers intuitive ticket management, task automation, and detailed analytics. These tools: Centralize all customer queries for easy management.
17 Alternatives To Qualtrics: Key Features & Use Cases Compared
Interaction Metrics
APRIL 17, 2025
Best For Organizations of any size that want expert-built surveys, top-tier analytics, and full access to premium platforms without paying for or managing the tools themselves. It offers custom question types, logic, and multilingual support, though its analytics are more basic compared to Qualtrics.
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How to Provide a Personalized Customer Experience that Builds Trust with Bill Bruno
ShepHyken
FEBRUARY 20, 2023
The challenge for companies, in B2B or B2C, is to use data in such a way that endears the brand to the customers. He has over 19 years of experience in the media, data, and analytics sectors and has a passion for fostering a culture of innovation while working with brands to drive transformational change. Customer trust is important.
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CX Magazine Article
Peter Lavers
APRIL 20, 2021
Building B2B trust for more customer-centricity. You can read the article by clicking here.
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Why B2B texting belongs inside your Microsoft Teams strategy
Momentum Telecom
MAY 1, 2025
Why you need B2B texting in your toolbox Without SMS, teams often rely on slower channels like email or calls that get missed, ignored, or delayed. What makes B2B texting so effective? Why Teams is the ideal home for B2B SMS Texting becomes even more powerful when it lives inside the tool your team already uses for communication.
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Top Secrets Empowering Your B2B Customer Onboarding Process
OctopusTech
MAY 25, 2021
It’s a fact that for B2B software industries securing a new client can be a difficult as well as a hectic task. Moreover, all B2B businesses have certain objectives as well as deadlines to meet that correspond with their financial incentives. Simply put, a B2B customer onboarding must be like the way you begin with a new team joiner.
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Three things we can learn from how Wimbledon is managing the customer experience
Peter Lavers
JULY 14, 2017
Pam Woehrle’s blog on the real-time technology and analytics. It could be that you have developed some insight for internal purposes that would be extremely useful and valuable for some of your customers (especially in B2B)? The Daily Telegraph article on the subject. I’m not going to just repeat all that good stuff in this blog.
Guest Post: The Biggest Value Driver That is Not on Your Journey Map
ShepHyken
OCTOBER 6, 2022
In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions. Least Important) to find what customers want most and predictive analytics to find the key drivers of business value (customer attitudes).
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