Sales CRM Software: Best B2B Customer Experiences for Business Sales Teams
In the current scenario, customer experience is one of the main battlegrounds for all the sales organizations, often out-ranking factors like products and price, and it is true in the field of b2b sales. Where customers remain more informed than ever before, as they also have higher expectations than in the past, and existing customers are willing to switch to one of your competitors if you fail to provide the kind of experience they demand. It is, therefore of no surprise that numerous sales companies are increasing investment in customer experience training and coaching efforts.
Some of the best strategies of customer experiences that all B2B sales teams should adopt to stay competitive, meet or exceed expectations, and build loyalty are as follows:
1. Make Customer Experience a Priority:
The first and foremost important best practice for best b2b customer experience companies when it comes to the customer experience is making it a priority, interestingly, 89 percent of the companies now believe they compete primarily based on customer experience, compared with just 36 percent who thought the same back in 2012. Essentially, this means organizations live and die based solely on customer experience, make sure that your effort reflects this.
2. Define the Ideal Customer Experience:
Businesses attempting to achieve excellence in customer experience need to go beyond fixing what’s currently broken and responding to complaints. Instead, they must take the time to clarify what the ideal customer experience is, and after this optimal experience, a B2b sales organization can take steps towards living up to that vision and delivering on its promises.
3. Provide Tailored Services:
In the B2C settings, it makes sense to map the customer journey and plan sales enablement solutions and customer experience training, however, with B2B sales, it becomes slightly more complicated. While a basic customer journey map can still be valuable, all customer-facing personnel must deviate from this and provide more tailored services, based on the client’s requirement, with drastically different sales cycle lengths.
4. Interact With Customers in Real-Time:
Customers are demanding some form of real-time communication to be available to them, allowing for instant responses to their questions, queries, complaints, and indeed, according to research from Salesforce, 64 percent of the consumers expect that this kind of offering should be in place. Yet, real-time communication is even more crucial within b2b sales, and as many as 80 percent of business buyers expect it.
5. Invest in Customer Experience Training:
To deliver great customer experiences, you must be willing to invest in training and not restricted to the customer service team, as today, every channel is accountable for the customer experience, and it means you need to provide all personnel with the necessary training to meet and excel in their expectations.
6. Create a Customer Service Coaching Plan:
In addition to delivering more general training, creating and implementing a customer service coaching plan will go a long way towards ensuring individual staff members are able to develop and continually improve customer service skill they require, as to get most from your plan, you should use sales enablement solutions to enable sales manager to carry out coaching activities consistently and regularly, using the appropriate technology.
7. Focus on Achieving Consistency:
The key to the customer experience is consistency, particularly, business buyers want to know what you expect when dealing with your business, as they are curious that they are receiving the same level of service and support just like your other customers. As a result, you need to coordinate your post-sale efforts and seek feedback from all channels, thus, ensuring that none of these channels are lagging behind the others.
8. Take Advantage of Social Selling:
Social selling is where salespeople generally leverage social media to form meaningful relationships with clients, and with the b2b sales team, it can enhance the customer experience. Social networking sites are especially popular with millennials, who now make 73 percent of b2b purchasing decisions, and to take advantage of social selling, share valuable content, and engage with the customer in a less-overtly sales-driven way on Facebook, Linked In, and Twitter.
9. Don’t Neglect Mobile Customer Service:
Retail customer service has made great strides forward in mobile support, and b2b sales companies must do the same, as it ensures that all web pages are mobile-optimized, thus, developing an easy-to-use mobile app for B2B customers, and providing facilities for tracking the movement of goods on a smartphone, and so on. In conclusion, customer experience is crucial in the B2B sector, and clearly there are many facets involved, thus staying on top of customer needs can help the company to refine their customer experience to stand out from their competitor and create loyal and satisfied customers at once.