Many B2B companies have not embarked on social media projects because the ROI of such activities has been hard to quantify.  As it turns out, that may not be a bad thing.

Customer experience management (CXM)

B2B marketeers need to know they are creating communications pieces that drive real world results like increasing revenue or decreasing customer service costs. As such, many social and mobile projects have fallen outside of the to do lists because they are hard to quantify against typical B2B metrics.

Brian K. Walker, Forrester

A new type of solution is emerging on the commerce technology landscape that promises to help eBusiness leaders drive customer targeting, content relevancy, and personalization on their sites and across digitally enabled consumer touchpoints.

Customer experience management (CXM) solutions aim to support these personalized experiences across digital experiences such as websites and mobile sites, as well as mobile and tablet apps. In the era of agile commerce, more eBusiness leaders will look to take advantage of CXM solutions to drive optimized experiences and increase sales.

With the advent of Customer Experience Management, B2B marketeers now have a new set of tools and procedures to link social channel communication with traffic to central websites and the actions performed by users once they get there.

A strong central digital hub connects other marketing initiatives like paid media, search engine marketing, social media and mobile apps. Making this connection allows marketeers to develop sophisticated digital lead generation strategies that keep pipelines full with high value prospects. Coupled with advanced listening and  analytics tools, B2B brand marketers can now define, refine, track and optimize against KPIs in real-time.

TAKE CONTROL OF YOUR DIGITAL CHANNEL

At THINK we specialize in helping clients look at their whole digital ecosystem. We work to develop engagement models that can be measured across channels.  We develop content strategies that allow marketeers to quickly and effectively communicate their brand message to existing and potential customers.

No matter where you are in the process of improving your digital customer experience, THINK can help. Give us a call today to find out how you can get the most out of your digital properties.

THINK specializes in helping brands understand their customers and then finding ways to break through the cluttered marketplace to make meaningful connections with them. We’re skilled in the creation of compelling experiences with sustainable models that drive ongoing ROI for businesses. Please feel free to reach out to us; we’d love to hear from you.