The Art of Customer Service

#

15

|

Januar 25, 2021

SAP – Addressing businesses as customers in service [ENG]

Executive Summary

Esteban Kolsky, Head of Product (SAP CX Customer Service and Sales), knows customer service from top to bottom – from B2C to B2B. Talking to Erik Pfannmöller in this episode, they take a deep dive into the relation of both approaches and what it takes to deliver the right solution matched to your customers’ expectations. In the end it is all about personalization, speed and efficiency.

0 Min.
geballtes Wissen

Zielgruppe:

Startup, KMU & Corporate
Praxisbezug
90%
Wissensniveau
75%
Zeitlosigkeit
80%

Darum solltest du reinhören

This podcast gives you a good overview of the importance of customer service in B2B.

You will learn…

  • how SAP developed its B2B customer service strategy and builds its B2C service tools
  • how the structures of B2B and B2C customer service differ and what they have in common
  • how key account management has evolved into B2B customer service using B2C tools
  • which insights from B2B customer service help to improve your B2C customer service
  • why it is crucial to apply lessons learned from B2C customer service to B2B to match customer expectations
  • how to deliver a hyper-personalized CX in B2B customer service
  • what Formula One cars and B2B customer service have in common

Kapitel

The Art of Customer Service Podcast covers these topics around the similarities and differences between B2B and B2C customer service:

  • from 00:00 | Introduction to the topic
  • from 04:35 | What is the structural difference between B2B and B2C customer service?
  • from 06:35 | How to reconcile B2B and B2C customer service
  • from 12:29 | B2C software taking over B2B customer service
  • from 16:54 | Personalized digital customer service
  • from 22:39 | Customer service channels
  • from 25:55 | Latency expectations

 

Alle Episoden

Du wirst verbunden… Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.

digital kompakt, Amazon Music

The Art of Customer Service

#

15

|

Januar 25, 2021

SAP – Addressing businesses as customers in service [ENG]

Executive Summary

Esteban Kolsky, Head of Product (SAP CX Customer Service and Sales), knows customer service from top to bottom – from B2C to B2B. Talking to Erik Pfannmöller in this episode, they take a deep dive into the relation of both approaches and what it takes to deliver the right solution matched to your customers’ expectations. In the end it is all about personalization, speed and efficiency.

Zielgruppe:

Startup, KMU & Corporate

Dauer:

0 Min.
geballtes Wissen
Praxisbezug
90%
Wissensniveau
75%
Zeitlosigkeit
80%

Darum solltest du reinhören

Kapitel

This podcast gives you a good overview of the importance of customer service in B2B.

You will learn…

  • how SAP developed its B2B customer service strategy and builds its B2C service tools
  • how the structures of B2B and B2C customer service differ and what they have in common
  • how key account management has evolved into B2B customer service using B2C tools
  • which insights from B2B customer service help to improve your B2C customer service
  • why it is crucial to apply lessons learned from B2C customer service to B2B to match customer expectations
  • how to deliver a hyper-personalized CX in B2B customer service
  • what Formula One cars and B2B customer service have in common

The Art of Customer Service Podcast covers these topics around the similarities and differences between B2B and B2C customer service:

  • from 00:00 | Introduction to the topic
  • from 04:35 | What is the structural difference between B2B and B2C customer service?
  • from 06:35 | How to reconcile B2B and B2C customer service
  • from 12:29 | B2C software taking over B2B customer service
  • from 16:54 | Personalized digital customer service
  • from 22:39 | Customer service channels
  • from 25:55 | Latency expectations

 

Alle Folgen

The Art of Customer Service

als Playlist

Alle Episoden

The Art of Customer Service

Über das Format

Du wirst verbunden… Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.

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