Customer service usually brings to mind the interaction between companies and individual consumers. But the B2B market still works with a customer base that requires attention and issue resolution — ...

My formula for creating a great business-to-business (B2B) customer experience and customer service can be summarized in one sentence: The best way to help your B2B customers is to help them do their ...

Customer churn is a top concern for any business—but especially B2B firms. If you aren't able to get on top of customer retention, your bottom line can be completely devastated. The best way to reduce ...

In the B2B sector, customer experience is frequently misclassified as a sentiment exercise. Leaders invest in customer journey mapping and digital portals, yet they are often blindsided when satisfied ...

Customer service speakers and authors (including me) tend to talk a lot about Nordstrom and Zappos and Amazon.com and the other masters of B2C (business to customer) customer service. But this is only ...

Anyone who has been involved in a B2B sale knows how complicated and frustrating the entire process can be. In fact, CEB asked thousands of senior executives at companies around the world to describe ...

Why is it that B2B customer experience (CX) ratings fall so far behind their equivalents in the B2C market? Global consulting firm McKinsey reports that B2C companies tend to receive satisfaction ...

The game is changing for business-to-business(B2B) customer service organizations. Not only are B2B companies increasingly looking to customer service for growing revenue and brand value, but business ...

As a business leader, by now you’ve absorbed the initial shock of COVID-19 and realized that it’s time to start emerging from crisis response mode. But you’re nowhere near being out of the woods.

Discover real-world Account Based Marketing (ABM) and Demand Generation insights to help drive your B2B success. Explore our expert-led resources and best practices for targeting high-value accounts, ...

Now, more than ever before, customer service is vital to business well-being. Word of mouth, always the most powerful endorsement a brand could get,… Now, more than ever before, customer service is ...

There is a lot of room for improvement when it comes to customer service provided by business-to-business marketplaces, according to new research. Although 65 percent of business-to-business companies ...