Is customer experience management important for a business to business (B2B) organisation? Yes! B2B companies recognise customer experience as a crucial component for growth and differentiation. However, fewer than 25% of them excel at it but certain companies are leaders with this and achieve higher than average revenue growth. How do these companies do it? Let us see how B2B organisations can drive revenue growth through customer experience excellence.
5 ways to improve your business’s customer experience
Customise the sales process
Personalising the sales process is an essential for any business to thrive in the era of the empowered customer. “One size fits all” approach to content and strategy is no longer a convenient tactic. Identifying the prospects persona, the context of their pain points and how the information can help to draft the purchase process is very important.
With the help of sales asset management, a sales enablement tool makes this type of customisation possible. This technology recommends content based on a prospect’s stage in the sales process, helping to add that personalised experience that buyers demand. Having a dashboard helps businesses because it offers an insight into real-time customer behaviour and what they’re looking for. The sales team can use this knowledge to approach each individual accordingly.
Adopt customer centric initiatives
By adopting a customer-centric strategy, you shift your focus from the sales representative needs to customer’s needs. Being customer centric helps the sales representatives to identify the prospect’s pain product or determine how their product is the solution.
To accomplish the customer-centric strategy, the sales representatives must build honest, engaging and transactional customer relationships. To keep the customers engaged in this entire process, it is best to keep them informed about the next phase in the purchase process. A sales enablement tool can help to automate this workflow which increases both productivity and efficiency.
Work on the sales cycle of your business
Sales acceleration is about working smarter and efficiently which is possible with predictive technologies. Sales representatives who have the basic knowledge of their work are the best to achieve optimal sales results. It is best to have a sales call script in place that can serve as a guideline.
Foresee customer behavior
Using predictive analytics to understand, anticipate and influence the future directions of customer needs helps the organisation create a holistic view of the customers. This helps the sales representatives be more proactive and sell smarter. The organisations must use tools to collect accurate and significant data that can anticipate the outcome of a particular sales situation and proactively recommend content and selling strategies based on real-time data and similar sales scenarios.
Authorise your sale and success teams
Sales and service are interrelated functions that together contribute to improving the customer experience. A sales enablement tool can help sales representatives sell more products and deal with subsequent renewals. The sales representatives need to have access to content and the right use of it that enables them to understand the product and sell the product efficiently.
This article provides a synopsis of the everyday challenges a B2B organisation faces in customer engagement. By adapting to the above-mentioned techniques and tools, a B2B organisation can overcome this challenge and generate revenue to the company successfully with solid strategies and strong execution abilities.