Author: Gian Carlo Mocci

Come gestire le journey dei clienti nel B2B

su da Gian Carlo Mocciin B2B, Customer Journey

AICEX: Anche nel B2B il tema della customer experience si è fatto strada, ed il COVID-19 ha accelerato diverse trasformazioni. Un rapporto azienda cliente complesso ma con molte logiche simili a quelle del B2C sta trovando espressione anche nell’approcio D2C. Riprendiamo questo articolo che espone alcuni elementi interessanti su questo tema.

For the past decade, B2B marketers have aspired to achieve the level of personalization now common in B2C marketing, particularly among disruptive direct-to-consumer brands.

Yet, 42% of B2B marketers say their marketing efforts are not fully personalized, although 77% agree that personalization builds better customer relationships. Accordingly, more B2B brands are turning their attention to improving personalized content, with an impressive 82% of B2Bs saying they’ll use artificial intelligence to help personalize customer experiences online in the next three years.

At the same time, while personalization is becoming table stakes for effectively communicating with today’s B2B buyers, the B2B customer journey itself is undergoing rapid transformation—which is being accelerated by the ongoing COVID-19 pandemic.

As B2B marketers plan their personalization road maps, they need to be doing so with a new reality in mind: The B2B buyer journey of the future is going to be even more self-directed.

Continua a leggere “Come gestire le journey dei clienti nel B2B” →

7 KPI sui clienti da ricordare sempre.

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Marketing, Loyalty, ROI, NPS, VOC, KPIs

AICEX: Riprendiamo con piacere questo articolo apparso su CMSWIRE e che completa l’articolo “Alcuni KPI pigliori dell’NPS” già pubblicato. Ci si focalizza sul customer feedback che alimenta la voice of customer, tramite KPI che le aziende dovrebbero adottare, sia per fare benchmark con altri ma anche e soprattutto a fini di miglioramento seguendone il trend.

Many customer-centric organizations are using Voice of the Customer (VoC) data to enable them to understand their customer journeys, which facilitates the ability to keep customers satisfied and coming back. Some businesses are unsure of just how to effectively use VoC metrics, and much of the confusion derives from the fact that they are underutilizing the most valuable VoC feedback they have gathered. This article will tell you about the VoC metrics that you should focus on, and those you may have been ignoring. Continua a leggere “7 KPI sui clienti da ricordare sempre.” →