Learn how to measure customer lifetime value (CLV) in B2B professional services and use it to boost client retention, build lasting relationships, and drive long-term profitability. The post How to measure B2B customer lifetime value and boost client retention appeared first on Beaton.| Beaton
Understanding what a customer needs compared to what a customer wants can be two very different things. In the competitive landscape of B2B professional services, understanding client needs can be the difference that puts your firm ahead. Any of your competitors can offer a service. Truly understanding customer needs requires going beyond delivering a service… The post Understanding customer needs in B2B professional services appeared first on Beaton.| Beaton
CX leaders play a crucial role in shaping customer experience success. In B2B firms, strong customer experience leadership fosters a firm-wide CX commitment, embedding client-centric culture and breaking down silos for CX. This article explores the critical success factors that set top CX leaders apart, from CX change management to leveraging data for customer experience improvement. The post How good leaders ensure CX success appeared first on Beaton.| Beaton
Have you ever lost a client to a competitor? If so, you’re not alone. Many professionals assume that client turnover is an inevitable part of doing business in B2B industries like law, accounting, management consulting or engineering consulting. But this is incorrect. Beaton’s 20-plus years of research into client preferences finds that, in most cases,… The post Stop losing clients: Debrief for better CX appeared first on Beaton.| Beaton
Beaton shares how it is using AI to support its work. The AI policy governs how AI is used in data analysis.| Beaton
One thread running through a recent forum for legal marketing professionals involved question over how firms can best structure their data.| Thomson Reuters Institute