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85 per cent of B2B executives think customer experience is critical to growth - Business Reporter

85 per cent of B2B executives think customer experience is critical to growth - Business Reporter | Digital Industry | Scoop.it
Business Reporter 85 per cent of B2B executives think customer experience is critical to growth Business Reporter Accenture's survey of 1,450 leaders also found that 70 per cent think the role of customer experience will play a larger role in...
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B2B Customer Experience Research Finds 85 per cent of B2B executives think customer experience is critical to growth

B2B Customer Experience Research Finds 85 per cent of B2B executives think customer experience is critical to growth | Digital Industry | Scoop.it

B2B Customer Experience Research - Accenture Sales and Customer Service.

 

Accenture’s survey of 1,450 leaders also found that 70 per cent think the role of customer experience will play a larger role in strategy over the next two years.

 

More than seven in ten said that their customer interactions are affected by their expectations of a more consumer-like experience.

 

70 per cent agreed that flexibility is key when customers are consistently re-evaluating their suppliers, and 67 per cent said their engagement is affected by customers’ growing tendency to be influenced by word of mouth.

 

Customer experience (CX) is widely recognized as critical to an organization's growth. However, most B2B (Business to Business) companies only realize half the potential benefits of their significant investments in the name of providing a better experience for their customers.

 

Recent Accenture research reveals that for more than half of B2B companies around the world and across industries, much of their CX investments are ineffective. The study also revealed the “masters” in CX—companies that generate higher-than-average revenue growth—develop strong customer experience strategies and execute them well.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, July 10, 2014 9:54 PM

A great piece of research by Accenture showing a strong relationship between effective #B2B #customerexperience strategies and tactics and economic #growth. Very informative infographic packed full of details. The full 16 page report is available on the micro website.

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Digital Business: The Bolt-On Strategy Doesn't Work - InformationWeek

Digital Business: The Bolt-On Strategy Doesn't Work - InformationWeek | Digital Industry | Scoop.it
Digital Business: The Bolt-On Strategy Doesn't Work
InformationWeek
Seventy-four percent of executives in Forrester surveys report their company has a digital strategy.
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Salesforce CRM Gets Industry Specific for Internet of Customers - CIO Today

Salesforce CRM Gets Industry Specific for Internet of Customers - CIO Today | Digital Industry | Scoop.it
Salesforce CRM Gets Industry Specific for Internet of Customers
CIO Today
As Salesforce.com optimizes its CRM solutions for specific industries, analyst Zeus Kerravala points out a unifying theme.
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Utilities-Digital-Customer-Experience

Utilities-Digital-Customer-Experience | Digital Industry | Scoop.it
Utilities-Digital-Customer-Experience (RT @CapgeminiConsul: Only 26% of customer mentions on quality of outage communcation of a Utility are positive http://t.co/qPYguVV9vO)...
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The CRM Switcher’s Guide - Salesforce.com UK

The CRM Switcher’s Guide - Salesforce.com UK | Digital Industry | Scoop.it
Five steps from old-school to social, mobile, cloud-powered CRM.
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Customer Relationship Management Systems (CRM) as a Central Management Tool for the CEO

Customer Relationship Management Systems (CRM) as a Central Management Tool for the CEO | Digital Industry | Scoop.it
In my own experience as a senior leader and in talking with CEO’s, the most challenging task facing a CEO of a middle market company is revenue generation.
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Predictive Analytics Helps Marketers Get Personal

Predictive Analytics Helps Marketers Get Personal | Digital Industry | Scoop.it
It wasn’t too long ago that it was considered novel to use web analytics to determine a customer's or prospect's interests and then email them somewhat relevant content after the visit.
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TechnoVision 2014: Technology Building Blocks for Digital Transform...

Our TechnoVision 2014 introduces a fresh, provocative and innovative approach to today's business technology landscape. It provides a platform to engage busi...
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Invest In Yourself: Learning Digital Analytics In 2014 - Analytics Blog

Invest In Yourself: Learning Digital Analytics In 2014 - Analytics Blog | Digital Industry | Scoop.it
We're excited to help digital marketers become more data savvy through the Analytics Academy. Initially launched in October of last year, our first course attracted more than 145,000 students - and more than 30,000 finished ...
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Commerce relationnel et omni-canal | Web2store / Mobile2store | Pinterest

Commerce relationnel et omni-canal | Web2store / Mobile2store | Pinterest | Digital Industry | Scoop.it
This Pin was discovered by Malo Richard. Discover (and save!) your own Pins on Pinterest. | See more about press release and medium.
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A Fantastic Customer Experience Doesn't End With the Sale - Multichannel Merchant

A Fantastic Customer Experience Doesn't End With the Sale - Multichannel Merchant | Digital Industry | Scoop.it
A Fantastic Customer Experience Doesn't End With the Sale Multichannel Merchant The company suffered another black mark when already-frustrated customers were unable to get through to the company for answers, making a bad customer experience even...
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Seven ways for marketers to collaborate with IT for better customer experience

Seven ways for marketers to collaborate with IT for better customer experience | Digital Industry | Scoop.it
Customer experience management is fast becoming the core pillar of effective digital marketing and data has a critical role to play.
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Report: B2B Marketers Say Customer Experience Transforms Selling - Colloquy.com

Report: B2B Marketers Say Customer Experience Transforms Selling - Colloquy.com | Digital Industry | Scoop.it
Business Reporter Report: B2B Marketers Say Customer Experience Transforms Selling Colloquy.com Seventy-nine percent of surveyed marketers say that an effective customer experience will influence the way business-to-business organizations sell to...
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Why You Need a CRM | Reputation Capital: Premium Content for B2B Inbound Marketing

Why You Need a CRM | Reputation Capital: Premium Content for B2B Inbound Marketing | Digital Industry | Scoop.it
Here are five reasons why you need a CRM to help your company organize its sales process, track customers and stay on a path toward growth.
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Christian Burris's curator insight, April 25, 2014 11:29 PM

Totally agree.  If you are running a business with out using some sort of TRUE #CRM, I guarantee you things are slipping through the cracks. 


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The CMO in the customer experience equation | The Big Data Hub

The CMO in the customer experience equation | The Big Data Hub | Digital Industry | Scoop.it
RT @Natasha_D_G: Don’t miss #CXO > The #CMO in #custexp w/ @gail_nelson & @ShailKhiyara http://t.co/bFdaFr4FIz @marksalke @SJAbbott @aimeel…
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FREE EBOOK: How Social CRM Connects You to Customers

FREE EBOOK: How Social CRM Connects You to Customers | Digital Industry | Scoop.it
We are living in the social age. Don’t believe it? Well consider these stats: as of September 2013, 73% of online adults use social networking sites. In addition, 27% of time spent online is on a social network.
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Leveraging ERP for Customer Experience

Leveraging ERP for Customer Experience | Digital Industry | Scoop.it
ERP systems can be a powerful enabler of customer experience initiatives that are so essential to support customer retention and product differentiation (Leveraging #ERP for customer experience #UX via @Dataquest_India.
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Backbase Boasts 'Lean, Agile' Customer Experience Platform - CMSWire

Backbase Boasts 'Lean, Agile' Customer Experience Platform - CMSWire | Digital Industry | Scoop.it
Backbase Boasts 'Lean, Agile' Customer Experience Platform
CMSWire
Backbase is a small company with big plans for customer experience (CX) management.
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Adviser's D2C platform cuts charges after three weeks after launch - Money Marketing

Adviser's D2C platform cuts charges after three weeks after launch - Money Marketing | Digital Industry | Scoop.it
Adviser's D2C platform cuts charges after three weeks after launch Money Marketing Direct-to-consumer platform Strawberry Invest, run by Exeter-based advice firm Prydis, has cut its fees by five basis points after signing up 150 clients in its...
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White Paper - Multichannel Contact, Social Media and the Customer Experience

White Paper - Multichannel Contact, Social Media and the Customer Experience | Digital Industry | Scoop.it
RT @Social_Synapse: White Paper - Multichannel Contact, Social Media and the Customer Experience http://t.co/2kac089N4o
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8 fatal e-commerce mistakes made by small business owners - GrowthBusiness.co.uk

8 fatal e-commerce mistakes made by small business owners - GrowthBusiness.co.uk | Digital Industry | Scoop.it
GrowthBusiness.co.uk
8 fatal e-commerce mistakes made by small business owners
GrowthBusiness.co.uk
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Improved customer experience seen as main benefit of real-time marketing

Improved customer experience seen as main benefit of real-time marketing | Digital Industry | Scoop.it
Real-time marketing is one of the most important digital and ecommerce trends in 2014, with many businesses seeking to make their marketing teams more agile in the way that they deal with consumers.
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Revolutionizing the Omnichannel Customer Experience - 1to1 Media

Revolutionizing the Omnichannel Customer Experience - 1to1 Media | Digital Industry | Scoop.it
Revolutionizing the Omnichannel Customer Experience 1to1 Media "Customers can easily become frustrated by disjointed experiences and will seek out other businesses that can offer an easier path," says Don Peppers, founding partner at Peppers &...
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4 Ways to Enhance Digital Customer Experience in China - ClickZ

4 Ways to Enhance Digital Customer Experience in China - ClickZ | Digital Industry | Scoop.it
4 Ways to Enhance Digital Customer Experience in China
ClickZ
For a number of years, Chinese consumers have been adapting to a more Western style of commerce, thanks to growing smartphone use and access to products via mobile Internet.
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