Beyond Philosophy

OCTOBER 11, 2019

People always ask me whether emotions apply in business-to-business (B2B) customer experiences. Moreover, realizing the power of emotions in the B2B experience renews your commitment to improving that relationship and your Customer Experience. Behavioral Journey Mapping takes regular Journey Mapping to the next level.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. Relationship Building in B2B for Customer Retention. Relationship building is just as crucial in B2B as in B2C for some very good reasons.

B2C 38

B2C Customer Experience B2B Journey mapping 38

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. 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 77

Journey mapping Customer Experience Best practices B2B 77

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.

Surveys 146

Surveys Journey mapping Feedback B2B 146

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Level: Intermediate. Time: 50 minutes.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

Interaction Metrics

JANUARY 31, 2025

Satrix Solutions Satrix Solutions is an excellent option for businesses looking for expert guidance in B2B customer experience and voice of customer services. Their CX consulting services are paired with unbiased market research, and they offer survey, phone, and interview programs. Its advisory services.

Surveys 62

Surveys Metrics Benchmark Consulting 62

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. B2B Customer Experience: Do This, Not That.

B2B 59

B2B Customer Experience Journey mapping Engineering 59

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

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

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Ways to Integrate B2B Influencers’ Views. VoC managers might also borrow ideas from customer journey mapping, flow-charting, cause-and-effect diagramming, activity network diagramming, or interrelationship diagraphs.

B2B 109

B2B Journey mapping Accountability Best practices 109

ClearAction

MAY 28, 2015

Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters. They’ll try to do this through more surveys, customer journey maps, social media, content marketing, customer engagement events and campaigns, and loyalty programs. What do you see ahead for 2015? A: Yes and no.

Customer Experience 110

Customer Experience Journey mapping B2C Surveys 110

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Level: Intermediate. Time: 50 minutes.

Journey mapping 52

Journey mapping Best practices Upselling Consulting 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

360Connext

AUGUST 13, 2018

No channel is introduced without consideration of the entire journey. Customer journey maps and feedback mechanisms can help! If you want your NEW channel to be part of your strategy, you must understand how it will serve the customer on his or her journey. But don’t pilot each channel on an island.

Multichannel 69

Multichannel Journey mapping B2B Banking 69

ijgolding

MARCH 20, 2018

We’re a small company specialised in customer insights, CX consulting and training/change management. We build customer strategies, work regularly with customer journey mapping, conduct qualitative customer research and help companies organise and implement change projects by mobilizing the organisation. I see this more in B2B.

Journey mapping 61

Journey mapping Customer centricity B2B Multichannel 61

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

ClearAction

DECEMBER 27, 2017

” This has led to creation of common processes and systems for B2B and B2C client groups, rather than separate endeavors. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. Customer Experience ROI Opportunities in B2B Touchpoints. B2B Customer Experience: Do This, Not That.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

ClearAction

JUNE 29, 2023

is squandered by narrow focus in inside-out journey mapping, micro moments in marketing, impure data in VoC, and failure to use customer insights to guide wiser cost containment, growth, and work groups’ performance standards. This is e-consulting. To-date, CX ROI (as well as corporate financial performance!)

Journey mapping 62

Journey mapping Consulting Consulting Finance 62

delighted

NOVEMBER 2, 2021

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. TIP: Remember that though B2C customers might be easy to translate into a buyer persona, your B2B clients might not be.

Best practices 86

Best practices Surveys Journey mapping B2C 86

JustCall

MARCH 8, 2023

Annette Franz Founder and CEO, CX Journey Inc. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Sue Duris Principal Consultant at M4 Communications, Inc. Here are 11 trailblazing women in CX you should start following in 2023: 1.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Natalie Petouhof

OCTOBER 12, 2016

In addition to customer journey mapping and choosing omnichannel technology, they focus on DPM to ensure websites load quickly and shopping carts don’t get hung up or abandoned, while mitigating lost revenue. . Enterprise Service Providers / System Integrators / Management Consultants:  . Boston Consulting Group .

Customer Experience 45

Customer Experience Journey mapping Consulting Consulting 45

ClearAction

AUGUST 21, 2016

Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters. They’ll try to do this through more surveys, customer journey maps, social media, content marketing, customer engagement events and campaigns, and loyalty programs. What do you see ahead for 2015? A: Yes and no.

Customer Experience 54

Customer Experience Journey mapping B2C Surveys 54

Education Services Group

JULY 10, 2019

So in today’s SaaS-dominated B2B landscape, channel relationships are in need of an update. Whether your product is software, a telephony system, or a team of consultants, if it’s got your branding and logo on it, you want to ensure the customer experiences it in a cohesive way. The relationship between OEMs and partners is nuanced.

Journey mapping 40

Journey mapping SaaS Customer centricity Sales 40

ClearAction

MARCH 24, 2017

You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. See the Applied Materials example: Strategic Action on B2B VoC ). See the tw telecom example: Is Operations Involved in B2B Customer Experience? ).

Journey mapping 48

Journey mapping B2B Metrics Surveys 48

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ChurnZero

APRIL 11, 2024

The phrase “B2B is still human-to-human” is really helpful here. 4: Customer journey map Have you documented your customers’ experience with your company from their point of view? Marley Wagner is a freelance Digital Customer Success Consultant and Fractional Chief Marketing Officer. What are they trying to accomplish?

B2B 52

B2B Journey mapping Marketing Sales 52

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?!) Marley Wagner is a freelance Digital Customer Success Consultant and Fractional Chief Marketing Officer.

Journey mapping 52

Journey mapping Surveys Accountability Feedback 52

RichCall

SEPTEMBER 13, 2017

Evan Kirstel , Social media innovator and B2B marketer. Blair Pleasant , analyst and consultant about Unified Communications. have bots that provide health related consultations based on images and symptoms. With IoT, presenting a single view of the data becomes easier whether you are a B2B or B2C company. Darren Prine.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Amity

JUNE 8, 2016

Today, B2B and B2C companies know how often users log into their apps, which buttons they click, and what they’re doing once they’ve clicked them. Companies lack relationship intelligence. Allow me to explain what that means. So many tools, so much disorganized information.

CRM 67

CRM Journey mapping B2C Upselling 67

Nicereply

MARCH 8, 2023

Here are some ways you can get started: Customer journey mapping Know your customers, their needs, and their goals. You can create buyer personas and map their journeys to pinpoint key places where your customers need to hit certain milestones or where they might need extra support.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

ChurnZero

AUGUST 23, 2024

Get your messaging mapped out, content written, templates crafted, and workflows built before you turn anything live. And be sure to keep your current customer journey maps, past customer challenges, and “moments that matter” in mind as you do so. What is the data, what does it tell us, and what are we going to do about it?

Metrics 52

Metrics Journey mapping Feedback Finance 52

JivoChat

OCTOBER 10, 2021

In the B2B sales model, it’s fundamental to add companies’ profiles that are your leads and customers. It’s a list to put every quoted price so, in case anyone needs to consult them, it’s easy and quick to find the information. You can also define tags to segment your contacts from this map. .

CRM 52

CRM Sales Journey mapping Marketing 52

SmartKarrot

OCTOBER 26, 2022

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! Here is an explanation of the six account management best practices for B2B companies: Create consistent customer segments for upselling and cross-selling.

Best practices 11

Best practices B2B Accountability Management 11

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Annette Franz is the Founder and CEO of CX Journey Inc.

Chief Customer Officer 21

Chief Customer Officer SaaS Customer centricity Coaching 21

ChurnZero

JANUARY 10, 2025

While those consumer innovations may still be a few years away, 2025 is sure to be a year of creativity and change in the B2B technology space, particularly in customer success (CS). Marley Wagner is a freelance digital customer success consultant and fractional chief marketing officer.

B2B 52

B2B Journey mapping Metrics Enterprise 52