Technological advancements have created new ways to optimize customer service and increase sales. One of the most exciting developments over the past decade has been the live chat feature that has become a staple for most websites. With this feature, customers can ask questions before buying or get assistance with a product without the frustration of long wait times.
The B2B customer is unique and requires a special kind of support strategy. In addition, the metrics that a company uses to measure success are also unique and very important. Utilizing the wrong data can cause a company to miss what it should catch and prioritize unnecessary actions.
There is a fundamental difference between companies who sell to businesses (B2B) and companies who sell to individual consumers (B2C). Your approach is different, your tools are different (or at least they should be), and processes are often different as well. To paraphrase our friends at the leading business software comparison site G2 Crowd, "Treating B2B and B2C like they're the same is a recipe for disappointment".
Speaking of G2 Crowd, they recently put together a fantastic B2B Marketing Guide - if you are in marketing, sales, or even customer service at a business to business organization, we highly recommend this guide. Aside from the great marketing tips, we were most interested in the vast array of similarities in B2B marketing and customer service. We both deal with the same issues, challenges, and differences, because at the end of the day working with other businesses is, well - different. Read on to see the list of 8 ways marketing and support are different for B2B.
Maintaining good habits can be tough and breaking bad ones can be even more difficult. From simply taking a few minutes each morning to brush your teeth to running three miles a day, habits come in all shapes and sizes. One specific area where we develop many habits is in the workplace. Maybe we’ve grown accustomed to putting off calls until the end of day, but habits at work can be subconscious and might even be hurting your business. Here are five good customer support habits to make sure your team follows so you can keep customers happy…
If you’re a relatively new company, growth and expansion is exciting. You’re getting new customers left and right which is creating exciting opportunities for your business. Maybe you’re finally able to afford a booth at that large tradeshow or even hire a few new employees. However, new customers also mean more customer relationships that need to be maintained and nurtured. Especially in the B2B (business to business) world, customer interactions are extremely important as many industries rely on customer advocacy and referrals for new business.
Just like an old car, sometimes you need to move on to something that meets your current needs. The kids have left the house and that minivan just isn’t practical to drive around anymore. The same can be said about software solutions. A company can be totally satisfied with their customer support solution for years but, as they get more customers, they may outgrow their current software and its capabilities.
Being successful with business to business customer support isn’t easy. From working with a wide array of customer support tools to providing several unique services, creating a solution that encompasses these efforts takes time and money.
If you’ve been around the B2B (business-to-business) industry for many years of your professional career, you know that in general it’s slower to adopt new technology than its B2C counterpart. While stacks and stacks of customer files may seem outdated – and they certainly are – some industries such as healthcare may still rely on paper documents to keep track of all their customer relationships.
The allure of switching software solutions is always so attractive. You have salespeople barraging your email, sometimes offering you gifts for a moment of your time and promising you the moon, all while treating you like you’re the most important company in the world. But, as we all know, switching software isn’t a sure thing. It’s important to evaluate all factors to understand the “risk vs. reward” component of these critical decisions. Making the right switch could result in a promotion and be a career defining moment, but the wrong switch (or not switching at all) may lead to to a demotion, department transfer, or even worse.
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