eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. Will it open new market opportunities?

Feedback 441

Feedback ROI Innovation B2B 441

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It becomes tempting to make wild guesses that just aren’t bringing ROI. Don’t worry, though.

B2B 195

B2B Survey Net Promoter Score Social Media 195

ECXO

AUGUST 12, 2024

This article explores the top MarTech solutions that are revolutionizing CX, the challenges the industry faces, and how these technologies are being leveraged across different global markets to drive B2B success. Become a member now: [link] Global Impact of MarTech on B2B CX Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 365

Customer Experience e-support Social Media B2B 365

ijgolding

NOVEMBER 13, 2018

For a B2B company, the ability to retain clients can be the difference between success and failure. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value. WHY VOC WORKS WELL FOR B2B. Today, it’s just as important for B2B businesses to be customer-centric. Enjoy the read!!

B2B 185

B2B B2C Automotive Retail 185

eglobalis

DECEMBER 17, 2024

AI in B2B Interactions: Scaling Customer Success AIs transformative power is equally impactful in B2B CX , where it enhances operational efficiency and service effectiveness. As customer expectations in B2B rise, AI will serve as a critical enabler of personalized, high-touch experiences that drive business partnerships forward.

Net Promoter Score 221

Net Promoter Score Effort Score B2B NPS 221

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. However, in B2B settings, characterized by complex decision-making and long-term relationships, NPS often falls short.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

APRIL 24, 2024

Strategic Sales, Customer Success and Support Enterprise Sales Strategies: The sales processes for these companies are highly sophisticated, involving direct engagement with several decision-makers, demonstrating potential ROI, and providing assurances about support and customization capabilities.

ROI 317

ROI B2B Software System 317

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction.

NPS 373

NPS Feedback Net Promoter Score B2C 373

C3Centricity

JUNE 2, 2021

Price insensitivity is positively correlated with ROI. Cost is not as important in the business arena if there is a high ROI. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Consumer products often have price points, but B2B usually has price bands. Pricing #B2B #B2C Click To Tweet.

B2B 326

B2B B2C Brands Consumers 326

InMoment XI

DECEMBER 17, 2024

A Strong Understanding of Procurement Executives have grown wary of new B2B software that promises to solve all their problems, and middle management is rarely overjoyed at the prospect of retraining staff on new platforms. They also need to know how to purchase from vendors without using an RFP.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. The question on everyones mind is: How can I prove the ROI of CX to my executive teams?

ROI 123

ROI NPS Metrics Financial 123

Customers Rock!

JANUARY 24, 2012

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. On occasion, we see true ROI calculated from social media initiatives.

Social Media 207

Social Media Measurement ROI Advertising 207

QuestionPro Audience

DECEMBER 12, 2019

A time when companies seek revenue in a distracted and turned-off B2B world as a last-ditch effort for profit margins. With email being so instantaneous, and the potential ROI needed quickly, companies usually rely on an email campaign to grab their reader’s attention. Or, as many companies see it, Q4 of their fiscal year.

Infographics 195

Infographics ROI B2B Company 195

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 328

Customer Experience Social Media Analytics Chatbots 328

Merkle

AUGUST 17, 2022

B2B buyers will be, and always have been humans with emotions. Despite this, B2B marketers have not always woven this information into their strategies. All of us have learned what makes a smart business purchase: ROI. ROI is serious. ROI isn’t fun, engaging, adventurous, or inspirational.

B2B 98

B2B Marketing ROI How To 98

Experience Matters

SEPTEMBER 10, 2018

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

GetFeedback

AUGUST 14, 2019

And don’t cherry-pick respondents, which often happens in B2B situations. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. She has worked with both B2B and B2C brands in a multitude of industries. If you don’t rate me a 10 out of 10, I’ll get fired.”. It’s not a quick fix.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Heart of the Customer

OCTOBER 6, 2021

There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. The post 10 Questions for B2B CX Leaders appeared first on Heart of the Customer. This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer.

B2B 109

B2B B2C ROI Metrics 109

Beyond Philosophy

NOVEMBER 10, 2014

A B2B Telecom reduced costs by 36% and increased revenues by 7%. An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. So, there you have it. I have made my case, and I am prepared to hear the counterarguments. However, I think the time for debate has passed.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Return on Investment (ROI) : Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Zonka Feedback

NOVEMBER 28, 2022

Customer experience challenges in B2B businesses are roadblocks that hamper businesses from maximizing sales, profits, good customer experience , and ROI. However, there are solutions to tackle such challenges that will eventually improve the user experience of your product, website, or business.

B2B 97

B2B Customer Experience ROI User Experience 97

Heart of the Customer

APRIL 30, 2021

The post Six Ways to Show B2B CX Value appeared first on Heart of the Customer. – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business. Some companies start with their survey scores, […].

B2B 109

B2B Effort Score Survey Company 109

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 Customer Journeys Customer Experience Management 86

Influitive

SEPTEMBER 26, 2017

Also known as The BAMMIES, these awards shine a spotlight on B2B companies who are using the enthusiasm of their customers, partners and fans to fuel business growth. Every year, we recognize some of the most engaging marketing campaigns through The Best Advocate Marketing Awards.

B2B 111

B2B Marketing Brands Innovation 111

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. I can sum them up like this: B2B marketing is the multi-course, fine-dining meal where the chef comes out and describes each dish in detail.

B2C 85

B2C B2B Marketing eBook 85

ijgolding

APRIL 21, 2015

This approach also allows both parties to reduce transaction costs ( Transaction costs, such as the costs of placing orders, and all the myriad of activities that are involved when companies do business with each other, are often hidden and not easily quantifiable) through the adoption of modern B2B solutions such as Customer Automation Management.

B2B 120

B2B Competitive Advantage Customer relationships Customer Centricity 120

Experience Investigators by 360Connext

MARCH 26, 2024

The potential for B2B markets to embrace this trend sparks a thought-provoking discussion. Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content. We’re not just talking about the immediate click-to-buy; we’re navigating the deeper waters of brand storytelling and authenticity.

Banking 178

Banking Advertising ROI B2B 178

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

Trends 173

Trends Customer Experience Self Service ROI 173

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Return on Investment (ROI): Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

GetFeedback

MAY 13, 2019

To prove ROI on the effort put into your programs, you should categorize the goals of the voice of customer program. Customer ROI: Are your customers more successful, more quickly? Listening to customers is the new disruption in the B2B and B2C world. All of these goals can be measured for improvement.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

ECXO

DECEMBER 20, 2023

Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. Personalisation in B2B means leveraging insights on what we know, and what we can predict. This makes it easier to prove ROI. They are also cautious about sharing their data. Model two or three simple use cases to track and measure.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

Customer Bliss

AUGUST 29, 2017

Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. There is no better feeling than creating great ROI through human connection.”. At the time she entered, Hallmark Business Connections (a B2B arm) was actually the result of a recent merger of two other companies.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years.

NPS 267

NPS Net Promoter Score Report B2B 267