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B2B Customer Engagement Strategy: An Introduction to Managing Customer Experience

by Daniel D. Prior

Business to business (B2B) transactions account for 60-70% of all transactions globally. Considering this, many supplier firms aspire to create high levels of customer engagement, and this involves identifying various ways to improve customer experience. In fact, companies such as Google, Amazon, Microsoft, and others now employ professionals in customer engagement roles and dedicate entire corporate divisions to ensure seamless customer engagement. Creating high customer engagement is challenging without a cohesive, strategic approach – particularly in B2B markets. This textbook introduces students to customer engagement strategy in B2B markets, the foundation of which is customer engagement capability. Companies must develop and implement four sub-capabilities – customer journey management, customer relationship management, customer communications and data analytics and insight to succeed. With a myriad of case studies, discussion questions and prompts for further reading, the textbook translates theory into practice and serves as a useful foundation for executive courses as well as fundamental reading for masters-level specialist courses in customer engagement, marketing, sales, and strategy. In addition, practitioners in supplier firms will also be able to use to build their customer engagement capability.

B2B Customer Experience: A Practical Guide to Delivering Exceptional CX

by Nicholas Hague Paul Hague

Use this bestselling and practical guide to steer you through how to create exceptional customer experience for the modern B2B consumer. This new edition explores key topics such as AI, the role of IT in customer experience and customer relationship management. B2B Customer Experience shows readers how to deliver the very best customer experience within the business-to-business industry. Intensely practical in its approach, it is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment.Now newly revised, this new edition will provide new case studies demonstrating what makes for good or bad customer experience as well as providing new tactics and strategies that will help build an effective customer experience plan. This new edition also aims to guide the reader on how to successfully incorporate AI into their strategy whilst still delivering great customer experience. Discussing some of the best-known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.

B2B Customer Experience: A Practical Guide to Delivering Exceptional CX

by Paul Hague Nicholas Hague

B2B Customer Experience shows readers how to deliver the very best customer experience (often referred to as CX), within the business-to-business realm. Marketers have long known that emotions are important in driving our experiences, and the subject is now high on the agenda of B2B companies who want to deliver a 'wow' to their customers. Achieving this 'wow' factor helps organizations distinguish themselves from their competition, while simultaneously winning new business and retaining existing clients. B2B Customer Experience is the essential handbook that guides the reader through the process of creating an exceptional customer experience. Intensely practical in its approach, B2B Customer Experience is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. Discussing some of the best known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.

B2B Customer Experience: A Practical Guide to Delivering Exceptional CX

by Paul Hague Nicholas Hague

B2B Customer Experience shows readers how to deliver the very best customer experience (often referred to as CX), within the business-to-business realm. Marketers have long known that emotions are important in driving our experiences, and the subject is now high on the agenda of B2B companies who want to deliver a 'wow' to their customers. Achieving this 'wow' factor helps organizations distinguish themselves from their competition, while simultaneously winning new business and retaining existing clients. B2B Customer Experience is the essential handbook that guides the reader through the process of creating an exceptional customer experience. Intensely practical in its approach, B2B Customer Experience is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. Discussing some of the best known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.

B2B Digital Marketing Strategy: How to Use New Frameworks and Models to Achieve Growth

by Simon Hall

B2B Digital Marketing Strategy is a decisive guide to the most recent developments in the field. It gives readers an overview of the latest frameworks and models, and shows how these can be used to overcome the everyday challenges associated with account targeting, data utilization, and digital campaign management.Intensely practical, B2B Digital Marketing Strategy helps readers get to grips with some of the more advanced and complex elements of B2B marketing. It expertly explains how to incorporate the latest digital methodologies into critical processes such as lead generation, customer retention and customer experience personalization. Packed with global case studies and examples, this book is an invaluable resource for any professional operating in the B2B space.

B2B Digital Marketing Strategy: How to Use New Frameworks and Models to Achieve Growth

by Simon Hall

B2B Digital Marketing Strategy is a decisive guide to the most recent developments in the field. It gives readers an overview of the latest frameworks and models, and shows how these can be used to overcome the everyday challenges associated with account targeting, data utilization, and digital campaign management.Intensely practical, B2B Digital Marketing Strategy helps readers get to grips with some of the more advanced and complex elements of B2B marketing. It expertly explains how to incorporate the latest digital methodologies into critical processes such as lead generation, customer retention and customer experience personalization. Packed with global case studies and examples, this book is an invaluable resource for any professional operating in the B2B space.

B2B Digital Marketing Strategy: How to Use New Frameworks and Models to Achieve Growth

by Simon Hall

Hone and perfect your digital marketing skills and learn how to apply them effectively to B2B marketing with the new edition of this bestselling guide. B2B Digital Marketing Strategy is a clear and practical digital marketing guide that helps readers get to grips with some of the more advanced and complex elements of B2B marketing. It gives readers an overview of the latest approaches, models, processes and solutions, as well as examples of technologies to help them deal with key current B2B digital marketing challenges such as those associated with account targeting, data utilization and digital campaign management. It expertly explains how to incorporate the latest digital methodologies into critical processes such as lead generation, customer retention and customer experience personalization. This book is an invaluable resource for any professional or student in the B2B space. Newly updated, this second edition provides two new chapters on digital retention marketing and social media strategies as well as improved guidance on campaign tracking and gamification. This practical guide is packed with global case studies and examples such as Danfoss, American Express and IBM.

B2B Digital Marketing Strategy: How to Use New Frameworks and Models to Achieve Growth

by Simon Hall

Hone and perfect your digital marketing skills and learn how to apply them effectively to B2B marketing with the new edition of this bestselling guide. B2B Digital Marketing Strategy is a clear and practical digital marketing guide that helps readers get to grips with some of the more advanced and complex elements of B2B marketing. It gives readers an overview of the latest approaches, models, processes and solutions, as well as examples of technologies to help them deal with key current B2B digital marketing challenges such as those associated with account targeting, data utilization and digital campaign management. It expertly explains how to incorporate the latest digital methodologies into critical processes such as lead generation, customer retention and customer experience personalization. This book is an invaluable resource for any professional or student in the B2B space. Newly updated, this second edition provides two new chapters on digital retention marketing and social media strategies as well as improved guidance on campaign tracking and gamification. This practical guide is packed with global case studies and examples such as Danfoss, American Express and IBM.

B2B eCommerce: Grundlagen, Geschäftsmodelle und Best Practices im Business-to-Business Online-Handel

by Gerrit Heinemann

Dieses Lehrbuch behandelt die Grundlagen des eCommerce im Bereich Business-to-Business (B2B), bei dem ähnliche Prinzipien der Kundenansprache zu beobachten sind wie im B2C eCommerce. Gerrit Heinemann beleuchtet die Besonderheiten und Geschäftsmodelle des B2B eCommerce, analysiert die digitalen Herausforderungen und zeigt die Konsequenzen und Chancen für den Online-Verkauf im B2B auf. Anerkannte Best-Practice-Beispiele veranschaulichen, wie erfolgreicher B2B eCommerce funktionieren kann und welche Risiken dabei zu beachten sind.

B2B eCommerce: Basics, Business Models and Best Practices in Business-to-Business Online Trade

by Gerrit Heinemann

This textbook covers the basics of business-to-business (B2B) eCommerce, where similar principles of customer targeting can be observed as in B2C eCommerce. Gerrit Heinemann highlights the specifics and business models of B2B eCommerce, analyzes the digital challenges and shows the consequences and opportunities for online sales in B2B. Recognised best-practice examples illustrate how successful B2B eCommerce can work and which risks have to be considered.

B2B-Erfolg durch eMarkets: Best Practice: Von der Beschaffung über eProcurement zum Net Market Maker (XBusiness Computing)

by Michael Nenninger Oliver Lawrenz

Dieses B2B-Buch stellt als erstes Praxisbuch zum Thema eMarkets und eProcurement die Erfolgsstories führender Anwender und die Lösungsdarstellungen der führenden Anbieter vor. Es liefert Entscheidern einen Überblick über die aktuellen Entwicklungen im Bereich B2B-Strategien von Start ups und Blue Chips, innovativen Lösungen, zukunftsweisenden Technologien. Manager erhalten erstmals Erfolgskonzepte, die zum Wettbewerbsvorteil der Marktführer im riesigen dynamischen B2B-Internet-Geschäft geführt haben.

B2B-Erfolg durch eMarkets und eProcurement: Strategien und Konzepte, Systeme und Architekturen, Erfahrungen und Best Practice

by Michael Nenninger Oliver Lawrenz

Das B2B-Erfolgsbuch in 2., komplett neuer Auflage: eMarkets und eProcurement in praxisgerechter und aktueller Darstellung. Entscheidern und Realisierern, vor allem im Bereich Einkauf, wird ein einmaliger kompakter Überblick über die maßgeblichen Entwicklungen gegeben. Neueste Erfahrungen von Anwendern sind berücksichtigt. Es geht um praxiserprobte Erfolgskonzepte, die dem Unternehmen den gewünschten Wettbewerbsvorteil bringen.

B2B Integration: Concepts and Architecture

by Christoph Bussler

Business-to-business (B2B) integration is a buzzword which has been used a lot in recent years, with a variety of meanings. Starting with a clear technical definition of this term and its relation to topics like A2A (Application-to-Application), ASP (Application Service Provider), A2A, and B2C (Business-to-Consumer), Christoph Bussler outlines a complete and consistent B2B integration architecture based on a coherent conceptual model. He shows that B2B integration not only requires the exchange of business events between distributed trading partners across networks like the Internet, but also demands back-end application integration within business processes, and thus goes far beyond traditional approaches to enterprise application integration approaches. His detailed presentation describes how B2B integration standards like RosettaNet or SWIFT, the application integration standard J2EE Connector Architecture and basic standards like XML act together in order to enable business process integration. The book is the first of its kind that discusses B2B concepts and architectures independent of specific and short-term industrial or academic approaches and thus provides solid and long-lasting knowledge for researchers, students, and professionals interested in the field of B2B integration.

B2B-Marketing: Wie Sie die Marketing-Abteilung vom Kostenfaktor zum Umsatzfaktor machen (essentials)

by Uwe G. Seebacher

Dieses Buch bringt den aktuellen Erfahrungs- und Wissenstand im B2B-Marketing auf den Punkt. Anhand von aktuellen Beispielen aus der Industrie erfährt der Leser, wie man es im konservativen Umfeld der Industrie schafft, Marketing und dessen Stellenwert auf eine neue, für den nachhaltigen Unternehmenserfolg entscheidende Ebene zu heben. Anhand des Marketing-Reifegrad-Modells des Autors wird erklärt, wie ein Industriegüter-Marketing-Manager die Entwicklung seines Marketing-Teams proaktiv gestalten kann. So wird es möglich, die Marketingabteilung ungeachtet ihrer Größe und ihres Budgets vom unbeachteten, oftmals belächelten Kostentreiber hin zu einem im Unternehmen strategisch positionierten, in alle wichtigen Entscheidungen eingebundenen, wesentlichen Treiber für Umsatz und Vertriebserfolg zu entwickeln.

B2B Marketing: A Guidebook for the Classroom to the Boardroom (Management for Professionals)

by Uwe G. Seebacher

This unique book comprehensively presents the current state of knowledge, theoretical and practical alike, in the field of business-to-business (B2B) marketing. More than 30 of the best and most recognized B2B marketers address the most relevant theoretical foundations, concepts, tried and tested approaches and models from entrepreneurial practice. Many of those concepts are published for the first time ever in this book. The book not only builds on the existing classic literature for industrial goods marketing but also – and much more importantly – finally closes the gap towards the rapidly growing ecosystem of modern B2B marketing terms, instruments, products, and topics. Technical terms such as Account-Based Marketing, Buyer Journey, ChatBots, Content AI, Marketing Automation, Marketing Canvas, Social Selling, Touchpoint Sensitivity Analysis, and Predictive Intelligence are explained and examined in detail, especially in terms of their applicability and implementation. The book as a whole reflects the B2B marketing journey so that the readers can directly connect the content to their own experience and use the book as a guide in their day-to-day work for years to come.

B2B Marketing Strategy: Differentiate, Develop and Deliver Lasting Customer Engagement

by Heidi Taylor

B2B marketing is functioning in an increasingly fast-paced and complex business landscape, with a wealth of new technologies, tools and channels, and where customers are more in control of the buying process than ever before. With the imperative to become 'digital', B2B marketers have become consumed by the marketing activity itself - the tactics - instead of the outcomes marketers want and need to achieve for customers and businesses. B2B Marketing Strategy provides fresh insight into the challenges marketers are facing in such an environment and offers a new framework for developing B2B marketing strategy and plans. Written by an internationally recognised and award winning senior marketing strategist, B2B Marketing Strategy is a thought-provoking and comprehensive exploration of the state of B2B marketing. Expertly examined, it changes the perspective of B2B marketers by taking the unique approach of confronting and refuting many of the fallacies that are dominating the current state of B2B marketing. Filled with real-world case studies and practical, actionable insights, B2B Marketing Strategy takes the reader through three phases of thinking, doing and being different in order to make B2B marketing memorable in the hearts and minds of customers, creating lasting customer engagement.

B2B Marketing Strategy: Differentiate, Develop and Deliver Lasting Customer Engagement

by Heidi Taylor

B2B marketing is functioning in an increasingly fast-paced and complex business landscape, with a wealth of new technologies, tools and channels, and where customers are more in control of the buying process than ever before. With the imperative to become 'digital', B2B marketers have become consumed by the marketing activity itself - the tactics - instead of the outcomes marketers want and need to achieve for customers and businesses. B2B Marketing Strategy provides fresh insight into the challenges marketers are facing in such an environment and offers a new framework for developing B2B marketing strategy and plans. Written by an internationally recognised and award winning senior marketing strategist, B2B Marketing Strategy is a thought-provoking and comprehensive exploration of the state of B2B marketing. Expertly examined, it changes the perspective of B2B marketers by taking the unique approach of confronting and refuting many of the fallacies that are dominating the current state of B2B marketing. Filled with real-world case studies and practical, actionable insights, B2B Marketing Strategy takes the reader through three phases of thinking, doing and being different in order to make B2B marketing memorable in the hearts and minds of customers, creating lasting customer engagement.

B2B Marketing Strategy: Differentiate, Develop and Deliver Lasting Customer Engagement

by Heidi Taylor

B2B marketing is functioning in an increasingly fast-paced and complex business landscape, with a wealth of new technologies, tools and channels, and where customers are more in control of the buying process than ever before. With the imperative to become 'digital', B2B marketers have become consumed by the marketing activity itself - the tactics - instead of the outcomes marketers want and need to achieve for customers and businesses. B2B Marketing Strategy provides fresh insight into the challenges marketers are facing in such an environment and offers a new framework for developing B2B marketing strategy and plans. Written by an internationally recognised and award winning senior marketing strategist, B2B Marketing Strategy is a thought-provoking and comprehensive exploration of the state of B2B marketing. Expertly examined, it changes the perspective of B2B marketers by taking the unique approach of confronting and refuting many of the fallacies that are dominating the current state of B2B marketing. Filled with real-world case studies and practical, actionable insights, B2B Marketing Strategy takes the reader through three phases of thinking, doing and being different in order to make B2B marketing memorable in the hearts and minds of customers, creating lasting customer engagement.

B2B-Marketing und Vertrieb

by Enrico Purle Mahmut Arica Sabine Korte Henning Hummels

B2B-Marketing und Vertrieb: Strategie – Instrumente – Umsetzung

by Enrico Purle Mahmut Arica Sabine Korte Henning Hummels

Dieses Lehrbuch bietet einen umfassenden Überblick über die Vermarktung und den Vertrieb von Produkten und Dienstleistungen zwischen Unternehmen, also Business-to-Business (B2B). Insbesondere vor dem Hintergrund der Digitalisierung werden Herausforderungen und Potenziale dargestellt und anhand von Fallbeispielen illustriert. Wissenschaftlich fundiert und praxisorientiert werden alle wesentlichen Dimensionen der kundenorientierten Gestaltung der Geschäftsbeziehung zwischen Unternehmen systematisch hergeleitet und verständlich erläutert. Das Buch richtet sich damit an alle, die sich mit B2B-Marketing und Vertrieb im Rahmen ihres Studiums, ihrer Aus- und Weiterbildung sowie ihrer beruflichen Praxis auseinandersetzen. Laden Sie die Springer Nature Flashcards-App herunter und testen Sie Ihr Wissen mit Fragen und Antworten zu den Buchinhalten.

B2B-Online-Marketing und Social Media: Ein Praxisleitfaden

by Ralf T. Kreutzer Andrea Rumler Benjamin Wille-Baumkauff

Ralf T. Kreutzer, Andrea Rumler und Benjamin Wille-Baumkauff erläutern, wie B2B-Unternehmen einen kompetenten Online-Auftritt erreichen. Dazu zählt neben einer empfängerorientiert ausgestalteten Corporate Website auch eine Suchmaschinen-Optimierung, die sich an den Nutzergewohnheiten orientiert. Zusätzlich wird die gerade für B2B-Unternehmen wichtige Frage beantwortet, welche Bedeutung einem Engagement in den sozialen Medien beizumessen ist. Bei der Bearbeitung dieser Fragestellungen werden in besonderem Maße die Einsatzbedingungen und Erfolgsfaktoren in B2B-Märkten berücksichtigt. Um den Stellenwert zu verdeutlichen, den die Online- und Social-Media-Wirklichkeit auf B2B-Märkten heute schon erreicht hat, wurden einschlägige Best-Practice-Cases aus dem Geschäftskundenbereich integriert. Abgerundet wird das Werk durch einen Beitrag zu den rechtlichen Rahmenbedingungen des Online-Marketings, die jeder Nutzer kennen sollte.

B2B-Online-Marketing und Social Media: Handlungsempfehlungen und Best Practices

by Ralf T. Kreutzer Andrea Rumler Benjamin Wille-Baumkauff

Ralf T. Kreutzer, Andrea Rumler und Benjamin Wille-Baumkauff erläutern, wie B2B-Unternehmen einen kompetenten Online-Auftritt erreichen. Dazu zählt neben einer empfängerorientiert ausgestalteten Corporate Website auch eine Suchmaschinen-Optimierung, die sich an den Nutzergewohnheiten orientiert. Zusätzlich wird die gerade für B2B-Unternehmen wichtige Frage beantwortet, welche Bedeutung einem Engagement in den sozialen Medien beizumessen ist. Bei der Bearbeitung dieser Fragestellungen werden in besonderem Maße die Einsatzbedingungen und Erfolgsfaktoren in B2B-Märkten berücksichtigt. Um den Stellenwert zu verdeutlichen, den die Online- und Social-Media-Wirklichkeit auf B2B-Märkten heute schon erreicht hat, wurden einschlägige Best-Practice-Cases aus dem Geschäftskundenbereich integriert. Abgerundet wird das Werk durch einen Beitrag zu den rechtlichen Rahmenbedingungen des Online-Marketings, die jeder Nutzer kennen sollte.

B2B - or not to be?: Der Weg zu Vertriebserfolg und profitablem Wachstum

by Manfred Aull

Dieser Ratgeber für Vertriebsverantwortliche liefert direkt einsetzbare Werkzeuge für profitables Wachstum im B2B. Manfred Aull zeigt die Herausforderungen und Fallstricke komplexer Vertriebsprozesse Schritt für Schritt an Beispielen auf und stellt konkrete Handlungsoptionen vor – von der Zielkundenidentifikation und Kontaktaufnahme über die Qualifizierung von Geschäftsmöglichkeiten bis hin zum Planen und Ausführen der Vertriebsstrategie sowie der Verhandlungsführung. Vertriebsleitern und Geschäftsführern bietet dieses Buch das Handwerkszeug für eine wirksame Fokussierung und Steuerung der operativen Vertriebsmannschaft. Mit konkreten Tipps, Fragelisten, Modell-Dialogen, Praxisaufgaben und Handlungsplänen – zusätzlich als Download verfügbar.

B2B - or not to be?: Der Weg zu Vertriebserfolg und profitablem Wachstum

by Manfred Aull

Dieses Buch bietet Vertriebsverantwortlichen direkt einsetzbare Werkzeuge für profitables Wachstum im B2B. Der Autor zeigt die Herausforderungen und Fallstricke komplexer Vertriebsprozesse Schritt für Schritt an Beispielen auf und stellt konkrete Handlungsoptionen vor – von der Zielkundenidentifikation und Kontaktaufnahme über die Qualifizierung von Geschäftsmöglichkeiten bis hin zum Planen und Ausführen der Vertriebsstrategie. Mit zahlreichen Fragelisten, Modell-Dialogen, Praxisaufgaben, Handlungsplänen sowie praktischen Vorlagen und Checklisten bekommen Vertriebsmitarbeiter hilfreiche Tools zur Erledigung ihrer Aufgaben; Geschäftsführer und Vertriebsleiter erhalten das Handwerkszeug für eine wirksame Fokussierung und Steuerung der operativen Sales-Mannschaft – ein Must-have für den professionellen B2B-Vertrieb. Die 2. Auflage wurde um zusätzliche Download-Materialien sowie hilfreiche Videos zu zentralen Aufgaben im Vertriebsalltag ergänzt.

The B2B Social Media Book: Become a Marketing Superstar by Generating Leads with Blogging, LinkedIn, Twitter, Facebook, Email, and More

by Kipp Bodnar Jeffrey L. Cohen

Advance your B2B marketing plans with proven social media strategies Learn social media's specific application to B2B companies and how it can be leveraged to drive leads and revenue. B2B marketers are undervalued and under appreciated in many companies. Social media and online marketing provide the right mix of rich data and reduction in marketing expenses to help transform a marketer into a superstar. The B2B Social Media Book provides B2B marketers with actionable advice on leveraging blogging, LinkedIn, Twitter, Facebook and more, combined with key strategic imperatives that serve as the backbone of effective B2B social media strategies. This book serves as the definitive reference for B2B marketers looking to master social media and take their career to the next level. Describes a methodology for generating leads using social media Details how to create content offers that increase conversion rates and drive leads from social media Offers practical advice for incorporating mobile strategies into the marketing mix Provides a step-by-step process for measuring the return on investment of B2B social media strategies The B2B Social Media Book will help readers establish a strong social media marketing strategy to generate more leads, become a marketing superstar in the eye of company leaders, and most importantly, contribute to business growth.

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