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.

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.

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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.