December 3, 2019

3 Steps to Manage Customer Experience in B2B

Customer Experience in B2B

 As cliche as it may sound, they are the ones who will determine how far your business can go.

If you succeed in providing them with a good experience, they will keep coming back to you to make a purchase or to avail of a service. Hence, in this article, I am going to talk about how you can manage the customer experience in a B2B service only in three steps.

If you are interested, keep reading!

What is B2B Service?

Before we delve into the actual article, I think we must understand the B2B service model first. I am sure many of you who are considering to start their businesses would want to know about it in detail.

So, B2B means business-to-business. In this model, instead of selling your product, which can be anything, to the consumer, you sell it to a business. Now your buyer can be a B2B or B2C, business-to-consumer.

Why this distinction matters? Because, in the B2B model, purchasing and selling is a little bit complex since you are dealing with businesses. Your direct contact person could be a board member or CEO. So, interaction with them will be different. You will have different ways of negotiating prices and work. Their budget might be huge and expectations on another level.

3 Steps to Customer Experience Management

Managing customer experience in a B2B service is fairly complex as compared to other service models. There can be multiple ways of managing your customer experience for your business. Hence, there is no right and wrong as far as you do a fair job. However, for a bespoke software development company such as Goodcore Software, we do it in three major steps, which are the following:

Step 1: Identify Your Customer Needs/Requirements

Before you even offer your services to the client, you first need to assess their requirements. You would want to know what problems they have identified in their existing system? To what extent, they want to customize the software? Or do they require software from scratch? What solutions they have already considered? What unique aspect do they want to bring in? What is their budget? and last but not least, What expectations do they have from you?

Once you identify all of the above-mentioned factors, now give your valuable opinion. Talk about what best you can offer them in their budget and in what timeline. Once you will satisfy your customers that their requirements are going to be fulfilled, you’ll be one step away to provide them with a valuable experience.

For instance, at GoodCore Software, we listen to our client’s requirements, their clients’ requirements and the software requirements. Being able to understand and identify our clients’ needs and able to provide them with bespoke software is what makes our customer experience amazing.

Step 2: Provide Them With The Exact Product That They Need/Require

Your next step after identifying the requirements would be to provide them with the product they would want. The product can be anything, service or a thing, which has not been offered as of yet. Make sure that to develop the perfect product, you need to do thorough research. Streamline your tasks and identify your methods, which might become your best practice.

Moreover, to develop that amazing product, hire an amazing team that will equally value your customers and will put their best efforts in shaping the product. You must make sure that before handing over your developed product to the client, you run through multiple tests. Only when you are sure that you have incorporated every requirement in that product, handover it to the client.

If you are running an e-commerce B2B service, make sure that your website provides them with the best experience. Everything should be at ease. The user interface of the website should be easy to manage. Visually it should look good so that more customers to use your website. Most importantly, you must reflect exactly what you offer.

For instance, being a bespoke software development company, our website is one of the main ways through which our clients can contact us other than our office. Therefore, we believe our website truly reflects what we offer, which is bespoke software. Our website is easy to navigate. It has all the important information on the home page. Other than that, for the ease of our clients, we have mentioned our services, our case studies and recently added a feature: blogs.

These little updates truly add to the customer experience. So, you must make sure that whatever product you offer, you make it easy for the clients to understand. The easier your process will be, the more customers you will attract.

Step 3: Provide Them After-Sales Support

Many businesses do not proceed to this step, which I believe is important to provide your customers with a better experience.

Once the product or service is delivered, you never know how your client might handle it. For their assistance. you need to make sure that there is a platform where they can register their queries and as a result, you can respond to them quickly.

The customer support can be in the form of a guideline sheet, call center, chats, emails, phone calls, etc. It can also be in the form of maintenance if your product or service requires that. Make sure that you have enough people trained to handle your customer queries efficiently. Also, your channel of after-sales support should be easy to use for your customers.

To link it back to our example, once we are done developing bespoke software for our clients, we provide the guidelines to operate the software. If they wish to opt for our maintenance services, we do that as well. Apart from these, we are always available through emails and calls.

To sum up this article, the three ways that I listed are our tested ways through which we make sure our customers always have a better experience. In all honesty, they are the ones bringing you business. Hence, they should be kept on the highest pedestal and should be taken care of.

I hope, this article was helpful enough for you to better able to manage your customer experience. Of course, these three steps are not the only ways you can manage your customer experience. You just need to identify for yourself that which ways work best for your business.

If you think this article has helped you and would want to know more from us, check out our amazing blogs, here! Or if you generally are curious to get to know more about us, visit our website: www.goodcore.co.uk/ We would love to have you there!