71% of B2B customers aren't engaged
Gallup has unearthed three key trends from successful major account management teams.
To succeed, McDonald's and other quick-service restaurants will have to overcome four major hurdles.
Struggles with indifferent B2B and banking customers were major business challenges Gallup.com covered in 2016.
Top-quartile business units have 50% higher revenue/sales than those in the bottom quartile.
B2Bs need a sales strategy that is advisory, is tailored to each customer and provides valuable insights through analytics.
With just 29% of customers fully engaged, B2Bs won't expand existing accounts unless they focus on the key drivers of growth.
With 60% of customers indifferent, B2Bs will fail to expand existing accounts unless they focus on the key drivers of growth.
With only 29% of their customers fully engaged, business-to-business companies have to develop a customer-centric operating model.
B2Bs need to focus on engaging their customers with the company's brand promise.
B2B customers are far more likely to be indifferent to than engaged with their vendors.
To benefit from the performance advantages of predictive analytics, leaders require the right data, analysis and culture.
If business-to-business companies don't change the way they work with clients, they could lose two-thirds of their customers.
The best business-to-business relationships Gallup has studied feature deep partnerships between B2Bs and their clients.
For B2B companies, striving to become a "customer of choice" for their suppliers is essential to engaging their own customers.
Quantitative measures uncover only so much about the relationships between a B2B company and its customers.
The most successful B2B companies take specific and proven steps to align their purpose, brand and culture.
Countless companies say they have a customer-centric culture and clear identity. But Gallup finds that few actually do.
Customer impact means making major changes in a customer's business that significantly improve its bottom line.
One in five B2B customers have experienced a problem with a company or product -- and only 40% of these say the problem was resolved.