B2B Guide to VoC: Delighting the Customer in a B2B Environment

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Customer churn is a serious issue, and in a B2B context, churn can mean the difference between expanding your office and turning out the lights for good. When a customer is quite literally worth millions, retention is imperative. A good VoC program can provide the nurture necessary to not only keep established customers but make them happy, too.

In marketing a VoC program internally, you need both executive and grassroots buy-in for complete implementation. In order to create a customer-centric culture, the story of your B2B clients must be communicated effectively and powerfully.

This document is a how-to guide for navigating the B2B, VoC landscape. In it, we uncover the secrets to telling this client story as we examine the following:

  • Key differences between B2B and B2C
  • How to effectively leverage your sales team
  • How to democratize real-time customer feedback
  • Why follow-up with client promises is critical
  • How to use VoC technology to powerfully tell the story of your client for company-wide buy-in

Hear your client’s voice, win their business.


MaritzCX is the world’s only full-service customer experience company that combines technology, data, and research expertise to make sure the right people in your organization can understand and respond to every customer experience in real time.

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