3 WAYS B2B BUSINESSES CAN BECOME CUSTOMER-CENTRIC

WHY SHOULD YOUR WORLD REVOLVE AROUND YOUR CUSTOMERS?Things are changing in the “Age of the Empowered Customer.” Heightened consumer expectations are ebbing into the B2B world, and B2B buyers are affected by the user experience just as much as a B2C buyer. Here are 3 ways B2B companies can become more customer-centric.

3

B2B companies that “master” customer experience achieve nearly twice the revenue growth compared to those that don’t.

of B2B companies feel their customers don’t receive a consistent brand experience across channels.

Ensure a smooth transition between channels

46%

1

Integrate databases to form a 360o

customer view

WHY?

how

Consumer interactions

don’t happen in a bubble. Every touch point

with your brand is a valuable part of the purchase journey. When

information is entered in one place, it should be distributed to every other area

of the business. Integrating disparate data sources will empower your team to make informed, consistent decisions about how

to reach your most valued customers and prospects.

2 Respond Quickly to leadsWhen B2B companies wait more than an hour to contact and qualify inbound sales leads their chances of success are decreased radically. W

HY?

B2B customers are generally 57% through the sales process before they contact a vendor. By the time they reach out- they want an answer now.

Set up an automated and personal response plan to boost your chances for customer loyalty. Just make sure your responses and offers are relevant.

howUse a data mining solution tofind the clues left during online research that indicate anin-market prospect.

&&Then use the

information to tailor targeted messaging to decision makers before

they contact a competitor.

Consider the modern customer decision journey

WHY?Researchers believe that the customer decision process is no longer a “funnel,” but instead a circular journey of four phases: initial consideration, active evaluation, closure, and post purchase.

Use real time data to interrupt the sales process when a prospect is already near the closure stage with your competition.

how

01. Initial Consideration

02. Active Evaluation(Research)

03. Closure(Purchase)

04. Post Purchase

Use data mining to find signals of

imminent purchase & interrupt the process

It may seem like B2C gets all the attention, but B2B companies are starting to make their way into the future. To learn more about using data to become more customer-centric visit www.datamentors.com co

nclu

sion

References:

McKinsey “The Consumer Decision Journey”

Sales Staff “ The Impact of Market Response Time on B2B Conversion”

B2B Marketing “Are B2B Marketings Just Paying Lip Service to Customer Centricity”