Author: Michael Haynes
Michael Haynes warns against common pitfalls B2B organisations risk falling into when focussing on standard customer experience ‘commandments’. Over this past year, there has been tremendous focus on companies becoming customer centric and delivering a positive customer experience. Unfortunately, there are a few deficiencies with some of the current thinking and approaches to creating a […]
As we approach the end of 2015, economists and analysts are making their predictions as to the economic outlook for 2016, writes Michael Haynes. It is expected that businesses will continue to face challenging conditions due to subdued business confidence and this will inhibit investment and spending. However, companies operating in B2B markets will also […]
Hello again, Everyone! 2012 has flown by and another year is just around the corner. 2013 is looking to be an even more challenging year. In addition to plummeting business confidence, increased pessimism and slow economic growth, companies can also expect some new trends with regards to customer experience and customer service in the year […]
Hello again, Everyone, As I am sure we can all attest, being a marketer today is more challenging than ever before. It is our role to help businesses meet those key performance indicators in the midst of volatile and uncertain economic conditions, weakened business and consumer sentiment, customers with ever-changing and increasing demands, not to […]
Hello again, Everyone, As we are approaching the last quarter of the calendar year, if you have not already begun so, it is imperative to start thinking about the goals you have for the 2013 calendar year and how your organisation is going to achieve them. For most organisations, driving organic growth and improving on […]
Hello again Everyone, These days a lot of companies are focusing on understanding their customers’ needs so they can deliver compelling products and services which will also hopefully result in long-term profitable customer relationships. As the B2B Customer Guy, I am one of the first to agree that B2B service providers and suppliers need to […]
Hello again, Everyone, As we are now midway through the calendar year it is a time for all businesses to take a step back and reflect on how things are going and what lies ahead. We have all seen the news headlines and business journalist commentaries on the state of the global economy, the crises […]
Hello again Everyone, Senior level executives in B2B companies around the globe continually talk about how they are customer centric and committed to delivering a positive customer experience. A global study conducted by US based consulting firm, Clear Action, found that 80% of B2B firms assigned customer experience to a senior level executive. However, only […]
Social media is an important issue that is on the minds of senior management of many organisations both large and small. Businesses worldwide are taking to the likes of YouTube, Facebook, LinkedIn and Twitter in hopes of becoming better engaged with their customers and prospects to ultimately drive more business. There is no doubt that […]
Hello again, Everyone! In my previous two posts, I have been discussing how organisations should gather, analyse and prioritise their business customers’ needs. In this entry, I will be talking about how you actually take action and respond to these needs. This is where the ‘rubber hits the road’. Unfortunately, however, it is also where […]
Hello again, everyone! In my first blog entry, I gave you an overview of the ‘value based action oriented approach’ which is a systematic, four-step, data-driven process to enable B2B organisations to make decisions and take actions in response to customer needs. I also discussed in detail step one: gather and analyse. In this entry […]
Hello and welcome to Marketing magazine’s B2B blog. The purpose of this blog will be to provide service providers and suppliers in business (B2B) markets with practical information and tips that will enable them to effectively understand and respond to customer requirements. All industries are now facing increased competition from both local and international providers […]
Michael Haynes warns against common pitfalls B2B organisations risk falling into when focussing on standard customer experience ‘commandments’. Over this past year, there has been tremendous focus on companies becoming customer centric and delivering a positive customer experience. Unfortunately, there are a few deficiencies with some of the current thinking and approaches to creating a […]
