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. Please CLICK HERE to read the full blog, which is published on our sister company Customer Attuned’s website.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

Peter Lavers

NOVEMBER 16, 2020

It’s another example of silo working and business management that is not customer centric. It is never more so as important as when it comes to trust within B2B relationships. It has resulted in a ground-breaking redefinition of B2B trust: “ The willingness to be vulnerable to another party and the decision to engage in.

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B2B outsourcing Customer centricity Consulting 130

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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B2C B2B Customer centricity Big data 138

ijgolding

NOVEMBER 13, 2018

Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure. WHY VOC WORKS WELL FOR B2B. DEPLOYING VOC IN A B2B ENVIRONMENT.

B2B 74

B2B B2C Automotive Finance 74

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

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Customer centricity Marketing Journey mapping B2C 59

Peter Lavers

DECEMBER 1, 2020

If there isn’t the appetite, then it may be better not to raise customer and staff expectations by activating the programme! Don’t forget there’s always an implicit promise of improvement that goes hand in hand with every customer centricity motivated change initiative. Not Another. And yet it is often taken for granted.

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Chief Customer Officer B2B Customer centricity Surveys 130

aircall

DECEMBER 23, 2020

The B2B sales cycle is a time-consuming process that involves multiple parties, including procurement specialists, buying committees, and other stakeholders. Over the last 10 years, advancements in technology have changed the face of the B2B sales cycle for buyers and sellers. How Technology Has Changed the B2B Sales Cycle .

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B2B Sales Technology voip 62

CX Journey

FEBRUARY 23, 2016

Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. In short, yes.

B2B 56

B2B Customer Experience B2C Benchmark 56

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. Silo Focus for B2B CXM Governance 2.

Government 62

Government B2B Customer Experience Enterprise 62

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

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B2B CRM Enterprise Upselling 98

TMP Direct

NOVEMBER 5, 2021

CRM stands for customer relationship management, and that is exactly where its value lies: managing and supporting external customer relationships while simultaneously integrating internal staff. Industry-specific CRMs are targeted at a smaller market. Investing your time and your data with these companies is riskier.

CRM 52

CRM B2B Banking Customer centricity 52

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Your CRM is Not Enough! These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. Now more than ever Customer Success is essential to the long-term success of your entire organization. Blog Author: Alexander Weihmann.

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CRM SaaS Chief Customer Officer Accountability 63

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. B2B Businesses need to find a way to move beyond surveys — either through deeper analysis or by bringing more data sources into the mix. Conclusion.

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B2B Surveys Feedback Customer centricity 60

Peter Lavers

MAY 11, 2020

I find it somewhat ironic that hard-nosed “just sell it; I don’t care to whom” sales people are now having to spend their time building relationships with customers rather than ‘selling stuff’. These include: Customer centricity. This isn’t news to us.

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Customer centricity B2B Sales Accountability 130

Anexa BPO

OCTOBER 11, 2022

As with most other business models, B2B companies were hit hard by the pandemic and were forced to pivot to a remote model while sales reps were confined to their home offices. In only the past five years, the number of channels that B2B buyers use has doubled, from 5 in 2016 to 10 in 2021.

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B2B Multichannel Business Process Outsourcing outsourcing 52

Peter Lavers

AUGUST 7, 2020

Our friend and colleague Dr Mark Hollyoake completed his doctorate in 2020 on the hot topic of trust within B2B relationships, and interviewed Peter Lavers as part of a series of tea break chats. The discussion covered the situation mid-pandemic and also what’s going to be important for business recovery and business reengineering.

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B2B Customer centricity CRM Customer Experience 130

Peter Lavers

SEPTEMBER 6, 2018

The insights he has derived from these engagements give him a unique perspective on what does and doesn’t work in the fields of B2B and B2C customer management.

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Customer Service Automotive B2C B2B 100

Peter Lavers

JANUARY 6, 2020

Mark is just finalising his Doctorate in Trust within B2B customer/supplier relationships, and his definition of trust crystalizes the different constituents of trust that can affect how ‘dim or bright’ it is in the relationship.

B2B 130

B2B Personalization Customer centricity CRM 130

Lumoa

MAY 21, 2018

It makes up almost two thirds of online consumers and the likeliness goes even higher if the product is a B2B service! Because of that, Customer Experience has been often called the "New Marketing". "In Usually, it's very simple: if CEO takes customer experience as priority (and constantly advocates), the whole company follows.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

JivoChat

FEBRUARY 17, 2022

Developing strategies to learn how to sell SaaS B2B can be challenging. The first step to planning your marketing strategies on how to sell SaaS B2B is identifying who is your target audience, and, then, researching them to create buyer personas. But, in terms of B2B SaaS, that’s different. . Know Your Target Audience.

B2B 52

B2B SaaS B2C Sales 52

Peter Lavers

JUNE 15, 2021

I was delighted to be interviewed by Onalytica recently – the World’s largest B2B influencer marketplace. You can read the interview by clicking here.

B2B 130

B2B Customer Experience Customer centricity CRM 130

Peter Lavers

FEBRUARY 10, 2022

My colleague Dr Mark Hollyoake has developed a ground-breaking definition of B2B trust – does your charter address all these elements? What is B2B trust? It’s worth digging deeper – does your charter reinforce and build trust in all the different elements of trust.

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Best practices B2B Government Customer centricity 130

Peter Lavers

JULY 24, 2020

B2B consolidation – your customers are changing. Your best clients pre-COVID won’t necessarily remain so; what were previously 3 medium sized customers in the past could well merge and become a key account in the coming months. We need to be like this in our businesses – and not just the sales data!

B2B 130

B2B Accountability Marketing Sales 130

Peter Lavers

JUNE 29, 2017

By this I mean raising your capabilities across the whole business system, and I have come to this conclusion because in my 20+ years’ experience of seeing companies try and optimise one aspect of customer management (e.g. the CRM system, digital channels, marketing, culture, sales-through-service, ease of doing business, etc.)

Management 79

Management Benchmark B2C B2B 79

Peter Lavers

FEBRUARY 8, 2018

The subject is how Digital Innovation is required to deliver accelerated growth in B2B commerce. B2B is at in inflection point. Customers are changing the way they engage. It’s a new B2B world now – and digital innovation is key to deliver accelerated growth. What does the future of B2B commerce look like?

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B2B Technology Customer centricity CRM 100

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Vcaretec

JUNE 6, 2022

Connect: @RichardDumas Al Hopper Bio: The Al Hopper #CustServ (chat Tues 9pET) & @Social_Path helping our Customers on the path to social. Connect: @AlHopper_ Kate Leggett Bio: VP and Principal Analyst at Forrester Research for CRM and Customer Service. Customer Service, Customer Experience, CRM Cloud.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. Jason specializes in Customer Success Management & maximizing IT user adoption.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Pointillist

FEBRUARY 19, 2018

Our web analytics and CRM platforms take advantage of this inherent luxury. Application of AI in B2B Companies. It is not hard to imagine how B2B businesses too can benefit from the same applications of artificial intelligence in customer experience. Business Context.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

Vistio

SEPTEMBER 30, 2021

With over 13 years of both hands-on industry and analyst experience, her research focuses on key dynamics within retail, CPG, travel and hospitality, with regards to customer-centric strategies, intelligent operations and service delivery. Find her research here. Dr. Marcell Vollmer, Industry Influencer. Jay McBain, Analyst.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Totango

MAY 7, 2024

This makes it far easier to talk to existing customers about renewals and expansions. Strategy #3: Share revenue responsibility and success metrics There’s been a major shift in the B2B space over the past few years. So, you need a revenue model that fosters long-term customer retention and high expansion rates.

Sales 103

Sales Upselling Metrics Accountability 103

Totango

FEBRUARY 21, 2020

All customer data needs to be available, viewable, and shareable across the enterprise to give full picture of the customer. Data in a CRM is at risk of being siloed, and should be operationalized. Also, data streams need to be connected to create a fuller picture of the customer journey. Customer feedback, and more.

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Enterprise CRM B2B Customer centricity 83

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. This integration ensures a unified approach to customer interactions and prevents information silos.

Customer Support 105

Customer Support Upselling Analytics Customer centricity 105

Natalie Petouhof

OCTOBER 7, 2015

In order to make that happen, especially in large organizations, someone has to have customer experience as their primary responsibility and also have the clout to improve it. This is not your grandpa’s CRM. Who should lead the entire customer experience? It’s starts with strategy and difficult leadership questions.

Marketing 61

Marketing Customer Experience CRM B2C 61

Cincom

JANUARY 31, 2025

4- Customer Experience Enhancement Customer-centricity is a critical pillar of digital transformation. Businesses must focus on delivering seamless, personalized, and efficient customer experiences across all touchpoints. Its cloud-based solutions offer scalability and real-time insights, driving business growth.

CRM 40

CRM Analytics Automotive Technology 40

Outsource Consultants

JANUARY 31, 2025

For example, a B2B software company may target businesses that recently secured funding. Customer Relationship Management (CRM) systems streamline lead tracking and follow-ups. CRM Systems Streamline Lead Management Customer Relationship Management (CRM) systems form the backbone of modern lead generation call centers.

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Call Center Sales outsourcing CRM 67