ShepHyken

JUNE 7, 2021

Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. Absolutely!

Customer Service 346

Customer Service Customer centricity Government Upselling 346

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

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. But what are "best practices"? In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

Journey mapping 96

Journey mapping Customer Experience Best practices B2B 96

ShepHyken

JULY 1, 2019

Forbes) Business-to-business (B2B) and business-to-consumer (B2C) sales have traditionally been two different beasts, relying on two distinct sets of fundamentals and best practices. Six Steps to Successful Customer Journey Mapping by Natalya Bucuy. By the way, journey mapping isn’t something you do just once.

Journey mapping 311

Journey mapping Customer Service B2C Big data 311

ShepHyken

FEBRUARY 16, 2020

Here are 10 examples of best practices that represent the state of the art in retail CX. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization. Top 5 B2B Customer Experience (CX) Best Practices for 2020! by Lipi Khandelwal.

Customer Service 334

Customer Service B2B Journey mapping Best practices 334

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. But what are “best practices”? For B2B in particular, find out who cares about what and why for each step of the customer experience journey. Everyone’s doing it.

Journey mapping 77

Journey mapping Customer Experience Best practices B2B 77

delighted

OCTOBER 28, 2022

Learn more in our best practice guide below, with tips on what to include in your buyer personas and how to use them to better your business. Buyer personas are an important part of customer journey mapping , as they help you determine how a certain type of person might travel through your customer experience touchpoints.

Best practices 52

Best practices B2C B2B Journey mapping 52

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. It’s best to be aware of all the drivers and factors, and manage them proactively. Ways to Integrate B2B Influencers’ Views. Research findings are from the ClearAction Business-to-Business Customer Experience Management Best Practices Study.

B2B 109

B2B Journey mapping Accountability Best practices 109

Totango

MARCH 27, 2020

Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success. However, choosing the best solution for your enterprise is critical to optimizing lifecycle management and maximizing success. Choosing the Best B2B Customer Lifecycle Management Solution for Your Enterprise.

B2B 83

B2B Management Journey mapping Enterprise 83

delighted

NOVEMBER 2, 2021

Learn more in our best practice guide below, with tips on what to include in your buyer personas and how to use them to better your business. . Buyer personas are an important part of customer journey mapping , as they help you to determine how a certain type of person might travel through your customer experience touchpoints.

Best practices 86

Best practices Surveys Journey mapping B2C 86

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. The wording also may vary depending on whether your market is a B2B or B2C niche. Follow Net Promoter Score Best Practices to Boost Retention and Referrals.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. The wording also may vary depending on whether your market is a B2B or B2C niche. Follow Net Promoter Score Best Practices to Boost Retention and Referrals.

Best practices 99

Best practices Surveys Upselling Journey mapping 99

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. The wording also may vary depending on whether your market is a B2B or B2C niche. Follow Net Promoter Score Best Practices to Boost Retention and Referrals.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

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

ChurnZero

FEBRUARY 9, 2021

This course can be taken on its own as an introduction to the topic, or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Level: Intermediate.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

Totango

MAY 10, 2022

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. B2B executives and stakeholders are engaged when they see that product usage is helping their company achieve its business goals efficiently and cost-effectively.

Journey mapping 79

Journey mapping SaaS Enterprise B2B 79

Totango

SEPTEMBER 1, 2022

Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. First, we’ll examine what a SaaS QBR is and why they’ve become so important.

SaaS 100

SaaS Journey mapping Upselling Best practices 100

SmartKarrot

OCTOBER 26, 2022

This write-up highlights six best practices for efficient account management strategy to reap these advantages. Any B2B business can use these account management best practices to improve the performance of its core accounts. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

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

ShepHyken

JANUARY 13, 2020

They will remind you of some customer experience basics, starting with a journey map. My Comment: First, while the title implies this is for retail customers, it reaches far beyond most customers in any type of industry (B2C and B2B). My Comment: Here’s another list of four good ideas.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

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) . Touchpoint survey best practices.

Surveys 146

Surveys Journey mapping Feedback B2B 146

ChurnZero

FEBRUARY 9, 2021

This course can be taken on its own as an introduction to the topic, or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Level: Intermediate.

Journey mapping 52

Journey mapping Best practices Upselling Consulting 52

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Bill McDermott , CEO of ServiceNow may be one of the most inspiring voices in B2B technology. Second, the “Fireside Chat: The New Attributes of Winning Companies”.

Journey mapping 98

Journey mapping Best practices Education Metrics 98

Genroe

FEBRUARY 24, 2019

Without it, you’re shooting blind and B2B marketing becomes a matter of luck rather than a series of calculated moves. A buyer’s journey is the typical or most likely process a prospect will go through leading up to the purchase of a product or […].

B2B 60

B2B Marketing Journey mapping Best practices 60

ProProfs Blog

DECEMBER 27, 2020

As one of the buyer’s journey map stages, consideration is where you also need to make sure that your goals align with that of your buyers. During this buyer journey mapping stage, they’ll think about product implementation and the start cost. How to Create Content for Each Stage of the Buyer’s Journey.

Journey mapping 148

Journey mapping Education B2B Sales 148

PeopleMetrics

JANUARY 24, 2022

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. We also offer help with journey mapping and training your people to deliver the differentiated experiences high-impact customers expect.

B2B 90

B2B Journey mapping B2C Benchmark 90

GetFeedback

AUGUST 14, 2019

And don’t cherry-pick respondents, which often happens in B2B situations. Map the customer journey. Mapping the customer journey helps you understand the current customer experience, including pain points and high points. Bring VoC data into your journey maps. It’s not a quick fix. Get Calculator.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

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 is particularly true for B2B clients, who typically measure the results of using your product in terms of key performance indicators (KPIs) that quantify their goals. Subscription renewals.

SaaS 109

SaaS Journey mapping B2B Feedback 109

ShepHyken

MARCH 20, 2023

8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? My Comment: Jim Tincher is a customer experience expert who focuses on B2B. Here are my top five picks from last week.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Totango

AUGUST 5, 2022

In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Using a client onboarding questionnaire offers numerous advantages, particularly for companies in the B2B SaaS industry. Why Create a Client Onboarding Questionnaire?

B2B 86

B2B SaaS Journey mapping Sales 86

Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Use your customer journey map to plan events that trigger customized offers. Rewards will differ from B2B to B2C customers. Incorporate Personalization into Automated Messaging.

B2C 62

B2C Upselling Journey mapping B2B 62

OctopusTech

MARCH 27, 2023

Best practices for Omnichannel Contact Center Implementing this call center can be challenging, but following best practices can help businesses ensure a successful transition. Let’s explore the best practices for implementing this call center: 1.

Contact Center 62

Contact Center Multichannel Interactive Voice Response Call Center 62

ClearAction

JUNE 18, 2016

Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Yet, today few B2B suppliers pay attention to these facts. Source: ClearAction ” target=”_blank”>Business-to-Business Customer Experience Management Best Practices Study.

Customer Experience 54

Customer Experience B2B Management Journey mapping 54

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. Spark also empowers you to trigger automated workflows known as SuccessPlays based on best practices for each stage in the customer journey. The post What Is Customer Segmentation?

B2B 71

B2B Journey mapping Accountability Sales 71

ChurnZero

MAY 22, 2024

It’s a document that outlines every message being sent to your customers throughout their journey with your company. I recommend using your customer journey map (remember that from part one of this series?!) as a starting point. Use it to identify which interactions should be led by a human and which should be digital.

Journey mapping 52

Journey mapping Surveys Accountability Feedback 52

Eptica

FEBRUARY 27, 2019

Recommendations include creating customer journey maps to overcome potential issues and making sure you are analysing unstructured data to mine vital customer feedback. Categorie(s): Best Practice In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital.

Journey mapping 93

Journey mapping Best practices B2B Sales 93

JustCall

MARCH 8, 2023

Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector. With specialties in customer journey mapping, the voice of the customer, and product marketing, Sue is a sought-after guest expert for publications, podcasts, webinars, and live events. Follow Sue on LinkedIn 7.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52