In B2B e-commerce you must focus on your online tactics and technology, bringing in new customers, and keeping the existing ones happy. You also have to maintain an optimal revenue mix of new and repeat customers, to boost business growth and achieve sales goals. We discuss five B2B e-commerce tips to boost sales and increase repeat customers.
https://www.martechadvisor.com/articles/ecommerce/improve-b2b-e-commerce-sales-and-increase-repeat-customers/
With customer experience a focal point for businesses across all sectors, marketers shouldn’t just be looking at B2C brands for inspiration as B2B is increasingly seen to be leading the way.
https://www.marketingweek.com/2018/08/22/b2b-brands-customer-experience/
Now more than ever, marketers have a variety of new and traditional options in their toolboxes. In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.
http://customerthink.com/the-evolving-scope-of-b2b-marketing-its-all-about-customer-experience/
Let’s face it - customer experience has not always been the number one focus for most B2B companies. The truth is the mindset of companies in the space is changing with new technology and opportunities. Although most B2B companies realize that customer experience is important, less than a quarter of companies actually emphasize it. The companies that put resources into creating a powerful customer experience see higher revenue growth than their competitors, showing the importance of focusing on customer experience.
https://customer-relationship-management.cioreview.com/cxoinsight/4-ways-to-build-a-powerful-b2b-customer-experience-nid-26713-cid-108.html/
When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, and expedient resolution of issues. But, a key difference is that what might be an inconvenience for a consumer, could have catastrophic consequences for an enterprise. If the Wi-Fi is out when you want to stream Netflix, that’s frustrating. If systems management software shuts down, that could bring an entire business to a grinding halt.
http://www.customerexperienceupdate.com/?open-article-id=8268637&article-title=3-winning-factors-for-b2b-customer-experiences&blog-domain=incontact.com&blog-title=incontact/
In this month’s conversation with Johannesburg-based author Mark Eardley, we discuss why differentiation seriously matters and how customer centricity (what Forrester calls customer obsession) plays a key role in getting your firm to stand out from the crowd. It’s about differentiating based on your customer experience — making CX one of the key things that distinguishes you as an organization.
https://go.forrester.com/blogs/b2b-marketers-should-differentiate-on-customer-experiences/
B2B companies know that it is harder than ever to influence customer experience (CX) in the digital age. An influx of channels, easy access to information and influencers, and an increasing desire for personalised, consumer-like experiences has blurred traditional purchasing paths and empowered B2B customers to independently make buying decisions before engaging with company representatives.
https://www.mycustomer.com/experience/loyalty/have-b2b-companies-lost-control-of-the-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.
https://clearaction.com/operations-involved-b2b-customer-experience/
In the B2B world, most tech buyers don’t want to dedicate a lot of time to purchasing decisions. Often, it’s just a necessary part of their job to help businesses run more efficiently and enable employees to work more productively with the latest technology.
This is fantastic for B2B marketers, because tech buyers often want to be brand loyal. It’s much easier to buy technology from a brand you trust.
So, if you provide a reliable product at a fair price and prove to be a genuine partner, you can drive more brand loyalty and greatly impact the bottom line. Easy enough, right? Well, not so much. There are several other factors that drive (and destroy) B2B brand loyalty.
http://www.chiefmarketer.com/build-destroy-b2b-brand-loyalty/
We often talk about B2B customers as if they are totally different from their B2C counterparts, but that simply isn’t the case. Yes, business purchases are usually made with more research and discussion, and they’re higher budget — but they’re still made by people. Those people go home every day and morph into regular consumers, which means their expectations for B2B customer experience are based heavily on their B2C activities.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/03/15/b2b-businesses-need-a-customer-experience-overhaul/#4de11bec2993/
