There is a constant tension between what the engineers want to design and what the customer actually needs. Far too few B2B companies are engaged in listening to systematic customer feedback and even asking for feedback from the new business acquisition teams on what challenges customers are trying to solve.
http://forbes.com/sites/forbesagencycouncil/2019/12/06/11-frequently-overlooked-strategies-in-b2b-marketing/#32e56ce3169d/
Obtaining feedback isn’t only for B2C companies, but B2B companies as well. Whether you’re offering a product, a service, or even both, knowing how your customers feel will allow you to course-correct problem areas and gain an understanding of where you’re struggling and succeeding.
https://www.impactbnd.com/blog/7-survey-tools-for-getting-valuable-customer-feedback/
In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. When it came to these particular CX experts, I noticed a common theme — realize that customer experience implementation isn’t just a program, it’s a cultural shift that requires patience and understanding. Take the time to learn how all of the various departments and leaders will be impacted by the overhaul. You’ll need allies as you continue to spearhead an organizational transformation.
http://www.customerexperienceupdate.com/?open-article-id=8025797&article-title=cx-wisdom-you-need-to-know-from-6-leaders-in-b2b-organizations&blog-domain=customerbliss.com&blog-title=customer-bliss/
Many B2B companies use Net Promoter Scores (NPS) to evaluate customer outcomes and make important customer-related decisions.
The use of NPS scores attempts to distill diverse customers' complicated feedback about a company into a single score. It asks the question, "How likely is it that you would recommend our company/product/service to a friend or colleague?"
While helpful as a general indicator of customer sentiment, NPS scores alone provide an incomplete picture of customer relationships and often can lead to an imperfect understanding of the current health of a company's customers.
http://news.gallup.com/businessjournal/228047/ways-beyond-nps-fully-understand-b2b-relationships.aspx?g_source=link_NEWSV9&g_medium=TOPIC&g_campaign=item_&g_content=3%2520Ways%2520Beyond%2520NPS%2520to%2520Fully%2520Understand%2520B2B%2520Relationships/
Much of the conversation was focused on digital how-to’s, discussions on the direction that online marketing will be moving in the coming years and the ever present suspicion that computers will steal all of our jobs.
https://mopinion.com/digital-development-on-the-rise-for-b2b-companies/
