1. Embrace honesty and transparency

Every B2B customer relationship has its rough spots, but the most important thing is how you handle them. When there's a problem, you need to communicate the steps you've taken to fix it, whether due to human error or something beyond your control. By informing your customer right away if you make a mistake, you demonstrate that you value their time. B2B customers will feel valued rather than forced to bear the burden of a delay. Promise your customers only what you can deliver. Regardless of how often a system fails or how many mistakes users make, it looks dishonest if you overestimate ROI or underdeliver, and customers will choose another vendor.

2. Be available when your customers need help

B2B customers who do not receive adequate customer service are more likely to leave, so make yourself available to help them whenever they need you. Following these two suggestions, you can improve B2B client engagement and service.

Self-Service Support:
Help desks, FAQ pages, and online reference resources can serve as self-service options so customers can seek answers before contacting sales or customer service. With easy access to support and education documents, your sales and support teams will spend less time answering phone calls and emails.

Omnichannel Support:
Now that customers are using multiple channels to get help, your support staff must be available in various ways to help them. Give your customers multiple channels to reach out to your teams, such as telephone, email, online chat, SMS, and social media. You will be rewarded with better relationships and more accessible communication. You can also automate and streamline your customer service processes by implementing a solution like our DSM Suite 2.0+ omnichannel support and helpdesk. 

3. Follow through with your customers

You may think it's old-fashioned to write thank-you notes to customers after a deal is completed, but it's a great way to build relationships. Adding some variation to your thank you note would be a good idea. Ask for feedback on your sales process after the product has been used. Do not annoy your customers by over-communicating. Building a B2B relationship is much like securing a new job, so approach the process like an interview by sending a short, polite email summarising the points you discussed. Also, be sure to provide any references you discussed. Don't let it feel like a one-time transaction, but follow up to build ongoing engagement.

Final Thoughts

Set realistic expectations for your customers.

Customer relationships can be challenging for B2B since they require constant communication, multiple contact points, and mutual trust. Educating the customer about expectations will ensure that both you and the customer expect the same thing from the deal. It will be easier for your support team to facilitate negotiations if you and your customers have realistic expectations. Making personal connections with your customers with our tools like DSM Suite 2.0+ omnichannel support and helpdesk. puts you ahead of your competitors. With the integration of CRM and ERP, this solution can offer more personalisation and more accessible communication. It also supports multiple channels, such as WeChat, WhatsApp, Instagram, and others.

You will enjoy immense growth opportunities if you partner with the right service provider. Get a better start with Zooloo. Our team is happy to assist you with your journey towards digital transformation. Please contact us at sales@zooloo.asia.

• Discover more about Customer Service Strategies
• Find some tips on B2B Sales Strategies
• Looking closer at Marketing Strategies
• Read about The Digital Transformation Journey
• Learn more about our “Digital Backbones”

Tags: #CRM #MicrosoftDynamics #digitaltransformation #B2B #digitaladoption #digitalintegration #digitalsolutions #wholesaletradesector #wholesaletrade