Case Study: Better B2B Customer Experience Drives Sales Growth

Driving high conversion rates in business-to-business customer acquisition campaigns requires more than just identifying potential leads; it demands relevant engagement tailored to specific needs. But what happens when even sophisticated predictive models fail to deliver differentiated results across customer segments? Our B2B customer experience case study above explores how a major telecommunications firm tackled flat conversion rates by implementing a customer-centric, segmented approach to their outbound sales.

customer experience and sales department picture in B2B case study

Elevating B2B Customer Experience (CX) to the Next Level - Case Study

Client Profile Overview:

Seeking rapid growth for a new business-to-business service launch, a leading telecom operator faced a critical challenge: their outbound sales campaign conversion was stalled at 5.8%. Surprisingly, all customer segments performed identically, defying predictive models that identified high-value targets. This uniform underperformance indicated the standardized messaging likely failed to resonate or provide a compelling customer experience, jeopardizing channel viability due to escalating acquisition costs. The client urgently needed a new, targeted approach to boost conversion, manage costs effectively, and secure channel growth.

The Personiv Solution:

The solution centered on replacing the client's one-size-fits-all message with a tailored B2B customer experience strategy. Leveraging detailed customer segmentation, we crafted distinct sales approaches designed to resonate deeply with each identified group. This strategy demonstrably increased sales conversions while lowering the overall cost per acquisition, proving the value of personalization.

Want to know more about what we do and how we can help? Check out our video catalog to see our services in action. Plus, take a look at our case studies to see real-world examples of our impact.

Are you ready to tailor your B2B customer experience for better results? Get in touch today and discover why companies of all sizes choose Personiv as their partner for driving sales growth through enhanced CX.

Previous Resource
Outsourced Accounting Efficiency in the Logistics Industry
Outsourced Accounting Efficiency in the Logistics Industry

The client was looking to do more with less. They were beset by excessive turnover among high-cost resource...

Next Resource
Creative Services Case Study
Creative Services Case Study

In 2012, Lamar was seeking an outsourcing partner to help with steadily increasing creative demands in thei...

Want to Save? See if Outsourcing Is Right For You.

Request Demo