ClearAction

Customer Experience ROI Opportunities on B2B Touchpoints

" Are you accelerating repurchases through your customer experience touch-points with industrial customers? What’s unique in business-to-business customer experience is the extensive interactions between the customer and supplier companies for a long time after the initial purchase. Like the touch-points we typically think about — online user experience, marketing content, sales, and service — these industrial [...]

  • B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views

    " Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company loses the sale. Because your team was focused on the end-users and general manager, everything looked like it [...]

  • How to Increase Synergy in B2B Voice-of-the-Customer

    " If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. We all know the perils of data silos, organization silos, and so forth. Beyond that, consider the silos of various components of customer experience management (CXM). For example, Voice-of-the-Customer (VoC) managers are [...]

  • Is Operations Involved in Customer Experience?

    " How would you like to reduce customer churn by 27%, increase Net Promoter ScoreTM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas. The key [...]

  • Understanding Business-to-Business Purchase Decisions for Customer Experience Management

    " Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? If not, representative samples at the account level may not be representative at all when it comes to what really drives decisions to buy and re-buy from you. When your product has a direct or indirect effect on safety, quality, [...]

  • Solving Complex Challenges through B2B Customer Experience

    " “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle. Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is [...]

  • Business-to-Business Customer Experience: What’s It Like?

    " What is it like to be a customer when both you and your suppliers are manufacturers? More than meets the eye. And a large percentage of the world’s gross domestic product comes from these customers. You’ll find them in industries such as these: aviation, chemicals, defense, computer hardware, construction, energy, industrial automation, machinery, medical devices, [...]

  • B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views

    " Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company loses the sale. Because your team was focused on the end-users and general manager, everything looked like it [...]

  • Solving Complex Challenges through B2B Customer Experience

    " “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle. Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is [...]

  • Understanding Business-to-Business Purchase Decisions for Customer Experience Management

    " Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? If not, representative samples at the account level may not be representative at all when it comes to what really drives decisions to buy and re-buy from you. When your product has a direct or indirect effect on safety, quality, [...]

  • Is Operations Involved in Customer Experience?

    " How would you like to reduce customer churn by 27%, increase Net Promoter ScoreTM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas. The key [...]

  • How to Increase Synergy in B2B Voice-of-the-Customer

    " If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. We all know the perils of data silos, organization silos, and so forth. Beyond that, consider the silos of various components of customer experience management (CXM). For example, Voice-of-the-Customer (VoC) managers are [...]

  • Business-to-Business Customer Experience: What’s It Like?

    " What is it like to be a customer when both you and your suppliers are manufacturers? More than meets the eye. And a large percentage of the world’s gross domestic product comes from these customers. You’ll find them in industries such as these: aviation, chemicals, defense, computer hardware, construction, energy, industrial automation, machinery, medical devices, [...]

  • State of Business-to-Business Customer Experience Management

    " How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients.

  • Payoff for Coordinating Customer Experience Management Enterprise-wide

    " Connect your customer experience management efforts across the company, and enjoy exponential benefits, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study. Companies with managers (of their top five methods to achieve CEM goals) who meet together quarterly or more often for coordination purposes, or have dotted-line reporting to a single executive or committee [...]