Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. My professional opinion as a customer experience ...

Customer service usually brings to mind the interaction between companies and individual consumers. But the B2B market still works with a customer base that requires attention and issue resolution — ...

Keynote speakers (including, I admit, myself), authors, pundits around the water cooler: All tend to use consumer (B2C) examples to illustrate what they're trying to say about customer service and the ...

B2B businesses deploy a variety of tactics to drive growth and compete in their industry. For example, they may compete on product innovation by delivering a better mouse trap than anyone else in the ...

Customer service speakers and authors (including me) tend to talk a lot about Nordstrom and Zappos and Amazon.com and the other masters of B2C (business to customer) customer service. But this is only ...

Now, more than ever before, customer service is vital to business well-being. Word of mouth, always the most powerful endorsement a brand could get,… Now, more than ever before, customer service is ...

Discover real-world Account Based Marketing (ABM) and Demand Generation insights to help drive your B2B success. Explore our expert-led resources and best practices for targeting high-value accounts, ...

B2B sellers have hit an inflection point where further investment in DX fails to improve results unless balanced with human-to-human experiences. The stakes of creating compelling customer experiences ...

Loyal customers can account for up to 84% of total site visits and spend 10 times more with your business than new ones. What's more, acquiring new customers can cost up to five times more than ...

Customer churn is a top concern for any business—but especially B2B firms. If you aren't able to get on top of customer retention, your bottom line can be completely devastated. The best way to reduce ...

B2B and B2C business models target two completely different audiences. The two types of businesses also differ in their sales cycles, relationships with customers, and marketing tactics. Learn why ...