eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 361

B2B Strategy Customer Experience Customer Journeys 361

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Training programs and employee enablement strategies are crucial.

Strategy 443

Strategy Customer Experience Net Promoter Score Customer Centricity 443

Optimove

MARCH 20, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Day 2 of Optimove Connect 2025 continued the momentum with cutting-edge insights, real-world success stories, and expert-led product deep dives. The result?

Connections 52

Connections Gamification Marketing CRM 52

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success. References ​​Khoros.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

GetFeedback

JULY 19, 2019

We can also agree that customer experience is more important than ever. Some are calling CX the new marketing, others are calling it the new brand. By next year, customer experience will outpace price and product as the most important differentiator for B2B customers. The goal is to measure the right things.

ROI 309

ROI How To Touchpoint Hotels 309

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs. Is customer centricity already part of the company DNA and culture?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 259

Strategy Customer Experience How To Consulting 259

Forrester's Customer Insights

JULY 12, 2023

In a tough economy, where privacy legislation and technology changes make qualitative consumer data increasingly difficult to access, B2C marketers are struggling to adapt their data strategies for deeper customer understanding and develop AI capabilities to personalize experiences. The results are quite telling.

B2C 44

B2C Marketing Survey Consumers 44

Forrester's Customer Insights

JULY 3, 2024

I’m pleased to announce the publication of the second of my two APAC generative AI (genAI) B2C marketing reports, Generative AI Marketing Use Cases In APAC (client-only access).

Marketing 71

Marketing B2C Report Data 71

SurveySensum

FEBRUARY 3, 2022

A few days back, I spent almost 2 hours creating a beautiful, engaging, and all-inclusive B2C survey. . To get that, we have collated some practical points yet very effective points that have helped companies improve their survey response rate for B2C surveys. 9-point Checklist to Increase Response Rate of B2C Surveys.

B2C 72

B2C Survey Feedback NPS 72

Forrester's Customer Insights

JANUARY 10, 2025

From marketing service provider to CRM marketing services … whats in a name? More agencies are going to market with CRM services, which also spans Salesforce consulting partners to contact-center outsourcers. An evolution and some confusion.

CRM 26

CRM Marketing B2C Contact Center 26

Forrester's Customer Insights

MAY 31, 2024

B2C marketing decision-makers have many conflicting short- and long-term priorities while facing increasingly tough challenges. Welcome to marketing, right? Forty-five percent of global B2C marketing […]

B2C 37

B2C Marketing ROI Brands 37

Forrester's Customer Insights

OCTOBER 18, 2022

Despite the massive opportunity in today’s green market, many B2C CMOs don’t know where to start. Learn the six keys to activating sustainability in your B2C marketing and communications.

B2C 48

B2C Communication Marketing Trends 48

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Experience Investigators by 360Connext

JUNE 13, 2023

Related: Experience Action Podcast Episode 5 – 5 Questions for Customer Experience (CX) Leaders CX Embedded in Marketing Historically, many organizations have positioned CX within the marketing department. The role of the Chief Marketing Officer is a tough road these days.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

BirdEye

SEPTEMBER 10, 2024

But they need to become your customers before such a deep relationship is built. Then they must nurture them through the marketing funnel, gradually transforming them from prospects to loyal customers. A marketing funnel is a key way to understand the customer journey for your business.

Marketing 59

Marketing Social Media B2C B2B 59

Forrester's Customer Insights

MAY 6, 2024

Read Principal Analyst Emily Pfeiffer's insights on the shifts in the B2C Commerce market over the past two years.

B2C 58

B2C Marketing Consumers Retail 58

Lumoa

MARCH 12, 2023

A CX platform offers: Improved customer engagement. Having a 360-degree view of customers across all touchpoints means you can understand them better. You can tailor your interactions with them—across support, sales, and marketing—based on customer behaviors and preferences. Personalization and targeting capabilities.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

Forrester's Customer Insights

FEBRUARY 20, 2024

Every year, Forrester surveys over 1,000 marketing decision-makers around the world to learn about their priorities, challenges, and plans.

B2C 55

B2C Survey Marketing Advertising 55

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Forrester's Customer Insights

OCTOBER 16, 2023

According to Forrester’s Marketing Survey, 2023, financial services marketers in Asia Pacific (APAC) find improving marketing’s ROI or effectiveness more difficult than their peers in other regions and industries.

Financial 59

Financial Marketing B2C Technology 59

Forrester's Customer Insights

MARCH 12, 2024

Google unveiled Meridian, an open-source marketing mix modeling (MMM) tool aimed at tackling crucial measurement challenges. MMM gauges the impact of marketing and media investments on vital performance indicators like sales or revenue, while also forecasting the revenue potential of marketing endeavors.

Tools 55

Tools Marketing B2C Measurement 55

Optimove

JUNE 14, 2021

What many marketers work on achieving is bringing customer data from separate platforms all into one place. This allows them to gain a clearer picture of their customer’s story – and then take action (hopefully) accordingly. The post Smart CRM Basics: Why Customer Intelligence? appeared first on Optimove.

CRM 98

CRM Effort Score B2C Ecommerce 98

Optimove

SEPTEMBER 23, 2021

Too many marketers still approach their jobs like they do their dating apps: it’s all about getting the catch. There are certainly not enough singles marketers out there that show they truly understand the value of meaningful, long-term relationships. 2) Insight-driven marketing will replace campaign-first marketing.

CRM 64

CRM Trends Marketing B2C 64

Forrester's Customer Insights

SEPTEMBER 7, 2023

The current relationship status between marketing and security and risk (S&R) pros is best described as “it’s complicated.” This may seem cheeky and slightly exaggerated, until you learn that a whopping 78% of B2C marketing leaders say that they don’t know anyone on their security, risk, and compliance team.

B2C 56

B2C Marketing Management Customers 56

Forrester's Customer Insights

OCTOBER 26, 2023

Generative AI is among the hottest topics that B2C marketers in APAC wanted to hear from us in 2023. The top asked questions include: What are the most applicable use cases of generative AI in marketing today? What are generative AI’s key potentials to improve marketing efficiency?

Marketing 55

Marketing B2C Survey Brands 55

Forrester's Customer Insights

AUGUST 5, 2021

This just in: Forrester asked 150 US B2C marketing executives (across industries) how challenging the various 2022 priorities will be to achieve. Proving the value of marketing. Seventy-one percent of B2C marketing execs indicated that demonstrating the value of marketing to the CEO, CFO, and the board will […].

B2C 64

B2C Marketing Industry Trends 64

Forrester's Customer Insights

JULY 22, 2024

After repeated delays in a four-year-long saga, marketers and advertisers grew increasingly skeptical. In Forrester’s Marketing Survey 2024, 61% of B2C marketers said they do not believe that Google will deprecate the third-party cookie. It’s not […]

B2C 62

B2C Advertising Survey Marketing 62

Forrester's Customer Insights

NOVEMBER 15, 2024

Forrester’s Q4 B2C Marketing CMO Pulse Survey, 2024 provided a list of 17 initiatives and we asked respondents (127 US B2C marketing executives) to select up to three. With budgets set for 2025, CMOs are about to enter the new year with several critical initiatives. What’s bubbling to the top?

B2C 29

B2C Survey Marketing Trends 29

Forrester's Customer Insights

AUGUST 6, 2024

Source: GIPHY “What would you say… your marketing operations function does here?” If you can’t quickly and easily answer that question, you need a formal marketing operations charter STAT!

B2C 34

B2C Marketing Leadership Customers 34

Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Amanda is a highly experienced customer experience consultant, adviser, and writer. Augie Ray Follow @augieray.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Forrester's Customer Insights

DECEMBER 11, 2020

It’s time for B2B marketers to close the gaps in their customers’ digital experiences with the assistance of automated conversations created by chatbots and virtual assistants (VAs). These solutions are already popular in B2C and B2B markets, creating experiences that: Meet modern buyers’ expectations of immediacy.

B2B 68

B2B Chatbots B2C Meeting 68

Forrester's Customer Insights

JUNE 27, 2022

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships.

B2C 49

B2C Data Survey Marketing 49

Forrester's Customer Insights

OCTOBER 25, 2023

B2C marketing CMOs will need to navigate AI and prioritize the practical amid a tense political atmosphere. Get an overview of our B2C marketing predictions for 2024.

B2C 52

B2C Marketing Brands Communication 52

Forrester's Customer Insights

SEPTEMBER 2, 2024

The futures of AI and the green market revolution are intimately linked; whether we want it or not, both will inevitably and radically transform societies and economies and become invisibly embedded into our daily lives.

Marketing 63

Marketing B2C Trends Customer Experience 63