Customer service in B2B MARKETING

Presented by-

Prateek Choudhary-07

Nilesh Jagtap- 14

Nikhil Jirange- 16

Sunil kamble- 18

Vikas kharat- 26

Pritesh save- 44

Ankush singh- 48

Premdeep singh- 51

The planning, promotion, and distribution of goods or services for use by businesses rather than individual consumers marketing activities aimed at buyers for organizations rather than domestic consumers

What is B2B Marketing?

CHARACTERISTICS OF THE B2B MARKETGeographic Market Concentration.

 Geographically concentrated than consumer market.

Oligopolistic competition

Can be technically complex

Customized to user

Professionally Trained Purchasing Personnel

Technical expertise an asset

Interpersonal relationship

Short & more direct

Emphasis on personal Skills

Complex purchase process

1.Responsive2.Recourse3.Recognition4.Respect5.Reinforcement

Five Components for Healthy Customer Service in B2B

What Customer Wants from Seller?

Timely delivery of material

Risk free transaction

Perfect order fulfillment (Pick up and Drop Services)

Timely hassle free transaction

Timely up dated relevant information through web site, telephone, mobile or any other means convenient to the customer

Easy and comfortable interaction

Key Points to Effective Customer Service

• Turn your customers into raving fans• Provide multiple ways for your customers to easily

communicate with you.• Encourage immediate problem solving with customers. • Never tell the customer they are wrong, simply suggest

alternatives.• Never assume the customer remembers what you told them

previously.• Never assume you know more than your customers.• Never assume you are meeting your customers’ needs.

Contd…….• Find every opportunity possible to thank your customers for their

business.• Constantly bring new ideas to help your customers make money or

save money.• If you have a misunderstanding, take the blame, then relentlessly

follow-up until you get it right.• Don’t commit to more than you can do.• Don’t force customers to live by your rulebook.• Don’t assume that what your customer is asking for is what they really

want.• Ask really good questions.• Check your greed at the door.

Why Customers are Lost?

Higher price than the competitor

Physical factor i.e. inconvenient location, appearance

Customer Sophistication

Complexity in process

Too little contact

Lack of individual attention

Poor quality attention

Poor service level

CUSTOMER FOCUS

• Quantity• Variety. • Timely dispatched. • Type of packing. • Transport Selection.

Customer Satisfaction in Modern Context with respect to B 2 B market.

How Customer Satisfaction has improved in B 2 B Market.

Traditional Company Modern Company

Management

Customer Management

Customer

How to develop and improve Customer Satisfaction

• Assess the customers needs• Ownership by Senior Management and

involvement of the whole organization

THE BUYING CENTER CONCEPT

• Buying center Participants in an organizational buying action.

BUYING CENTER ROLES

Unit production model of buyer-seller contact in B2B markets

Source: Adapted from Johanson (1982), copyright 1982 © John Wiley & Sons Limited.

Mass production model of buyer-seller contact in B2B markets

Source: Adapted from Johanson (1982), copyright 1982 © John Wiley & Sons Limited. Reproduced with permission.

Flows within a B2B market

Examples

J.D. Power Asia Pacific Reports:

Maruti Suzuki Ranks Highest in Customer Satisfaction in India For a Seven Years.

This is based on following parameters; service quality; user-friendly service; service advisor; service initiation; service delivery; and in-service experience.

Other examples areMicrosoft, IBM, General Electric,

Intel, HP, Cisco Systems, Dell, Oracle, SAP, Siemens, FedEx, Boeing –

they are all vivid examples of the fact that some of the world’s

strongest brands are B2B brands. Although they also operate in

B2C segments, their main business operations are concentrated on

B2B.

Thank You