{"id":4509,"date":"2018-10-09T13:28:20","date_gmt":"2018-10-09T13:28:20","guid":{"rendered":"https:\/\/cxblog.com\/o-misterioso-cliente-b2b\/"},"modified":"2022-02-23T10:15:08","modified_gmt":"2022-02-23T10:15:08","slug":"o-misterioso-cliente-b2b","status":"publish","type":"post","link":"https:\/\/cxblog.com\/pt-pt\/o-misterioso-cliente-b2b\/","title":{"rendered":"O Misterioso Cliente B2B"},"content":{"rendered":"\n<p class=\"has-text-color\" style=\"color:#f6c738\">Na nossa atividade de Contact Centers e <em>Customer Care<\/em> muitos se sentem \u00e0 vontade para falar em como atender, dar suporte, satisfazer e at\u00e9 deliciar os Clientes. Mas, aten\u00e7\u00e3o, geralmente tudo isso \u00e9 sobre Clientes particulares.<\/p>\n\n\n\n<p>&#8220;Quando n\u00e3o se conhece o que vai na mente e quais as expectativas e prefer\u00eancias do Cliente Business n\u00e3o se pode ter um bom servi\u00e7o Business.&#8221;<\/p>\n\n\n\n<p>Quando toca a Clientes B2B (<em>Business to Business<\/em>) o desconforto aumenta. Existe, at\u00e9, uma certa n\u00e9voa de mist\u00e9rio a pairar \u00e0 volta dos Clientes B2B. Quem s\u00e3o, onde trabalham, o que fazem e o que, realmente, querem.<br>Eu tenho tido, ao longo dos anos e em v\u00e1rias empresas e geografias, a oportunidade de trabalhar com Clientes B2B e tenho de dizer: os Clientes B2B s\u00e3o como eu e voc\u00eas. Eles usam Facebook e Google, recorrem ao Uber, compram na Amazon, marcam pelo Booking e at\u00e9 v\u00eam Netflix.<\/p>\n\n\n\n<p>A grande diferen\u00e7a \u00e9 que esse Clientes trabalham num mundo B2B onde apenas 15-20% das companhias s\u00e3o <em>customer-centric<\/em>. Isso faz com que os processos de venda e suporte geralmente s\u00e3o maus e cheios de inconsist\u00eancias, minas e armadilhas. Quando n\u00e3o se conhece o que vai na mente e quais as expectativas e prefer\u00eancias do &lt;em&gt;Cliente Business&lt;\/em&gt; n\u00e3o se pode ter um bom servi\u00e7o &lt;em&gt;Business&lt;\/em&gt;. Simples, n\u00e3o \u00e9?<br>Os Clientes B2B quando pretendem comprar algo geralmente fazem as suas pesquisas online. Evitam interagir com as empresas B2B porque frequentemente s\u00e3o empurrados para comerciais. Esses comerciais muitas vezes s\u00e3o mais orientados para a sua agenda e atingimento de objetivos comerciais do que para entender e aconselhar a melhor solu\u00e7\u00e3o para o que o Cliente procura. E procurar uma solu\u00e7\u00e3o para uma necessidade de uma empresa e ser atendido por outra empresa que nem sequer presta atan\u00e7\u00e3o \u00e9 uma p\u00e9ssima experi\u00eancia. Se os Clientes particulares detestam e evitam essa experi\u00eancia, imaginem os Clientes B2B.<br>O p\u00f3s-venda tamb\u00e9m gera ansiedade e stress nos Clientes B2B. H\u00e1 muitos fatores a ter em considera\u00e7\u00e3o no processo de decis\u00e3o. Muitas vezes o Cliente B2B fica, inclusive, na d\u00favida sobre a qualidade de quem lhe vendeu algo. Ficam muito receosos por ficar expostos a uma s\u00e9rie de fatores como danos na sua credibilidade profissional, redu\u00e7\u00e3o da seguran\u00e7a no emprego, se um determinado software n\u00e3o vai fazer o que realmente \u00e9 suposto fazer, se vai haver potenciais perdas financeiras. Se algo corre mal com o que foi comprado e entregue a culpa, dentro da organiza\u00e7\u00e3o, vai ser sempre de quem comprou. Sabem quando fazemos uma compra errada de algo l\u00e1 para casa? O massacre da fam\u00edlia e amigos \u201cmas isso n\u00e3o era suposto fazer n\u00e3o sei o qu\u00ea?\u201d. Imaginem numa empresa. Uma desgra\u00e7a.<\/p>\n\n\n\n<p>E a ansiedade e a nervosismo tem vindo a aumentar nos Clientes B2B conforme aumenta exponencialmente o n\u00famero de solu\u00e7\u00f5es no mercado. Solu\u00e7\u00f5es inovadoras, muitas vindas de outras geografias, muitas fornecidas por empresas n\u00e3o conhecidas ou ainda em fase <em>startup<\/em> tudo isso combinado como muita exposi\u00e7\u00e3o medi\u00e1tica em v\u00e1rios canais.<br>O que se pede \u00e0s empresas vendedoras B2B \u00e9 que instiguem confian\u00e7a nos Clientes B2B.<\/p>\n\n\n\n<p>&#8220;Os Clientes B2B s\u00e3o como eu e voc\u00eas. Por isso criar liga\u00e7\u00f5es s\u00f3lidas, construir e refor\u00e7ar la\u00e7os baseados na confian\u00e7a s\u00f3 pode dar certo.&#8221;<\/p>\n\n\n\n<p>Quem compra quer saber que est\u00e1 a comprar o produto ou servi\u00e7o certo da empresa certa. Isso cria um impacto positivo no Cliente B2B. As empresas B2B e os seus profissionais comerciais devem reconhecer todos os fatores racionais e emocionais que conduzem quem compra e preparar e customizar as suas ofertas de acordo com esse conhecimento. Ser mais proativo em vez de empurrar para a as solu\u00e7\u00f5es chapa 5. Os Clientes B2B s\u00e3o movidos por encontrar e vincar o que os distingue. Entender isso e procurar solu\u00e7\u00f5es que melhor sirvam essas diferen\u00e7as \u00e9 muito apreciado. A confian\u00e7a conquista-se nessa combina\u00e7\u00e3o de raz\u00e3o e emo\u00e7\u00e3o.<br>Simples: o que se pede \u00e0s empresas B2B \u00e9 que procedam com os seus Clientes B2B como j\u00e1 \u00e9 pr\u00e1tica corrente nas rela\u00e7\u00f5es entre empresas e clientes particulares (B2C). Atrav\u00e9s da identifica\u00e7\u00e3o e liga\u00e7\u00e3o emocional com os Clientes B2B, a empresa B2B pode criar experi\u00eancias de Cliente que os seus clientes v\u00e3o adorar.<br>Como disse atr\u00e1s os Clientes B2B s\u00e3o como eu e voc\u00eas. Por isso criar liga\u00e7\u00f5es s\u00f3lidas, construir e refor\u00e7ar la\u00e7os baseados na confian\u00e7a s\u00f3 pode dar certo.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Na nossa atividade de Contact Centers e Customer Care muitos se sentem \u00e0 vontade para falar em como atender, dar suporte, satisfazer e at\u00e9 deliciar os Clientes. Mas, aten\u00e7\u00e3o, geralmente tudo isso \u00e9 sobre Clientes particulares. &#8220;Quando n\u00e3o se conhece o que vai na mente e quais as expectativas e prefer\u00eancias do Cliente Business n\u00e3o [&hellip;]<\/p>\n","protected":false},"author":19,"featured_media":4568,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"0","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"off","ocean_gallery_id":[],"footnotes":""},"categories":[71,102],"tags":[],"class_list":["post-4509","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-pt-pt","category-ladislau-batalha-pt-pt","entry","has-media"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.4 (Yoast SEO v26.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>O Misterioso Cliente B2B | CXBlog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cxblog.com\/pt-pt\/o-misterioso-cliente-b2b\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"O Misterioso Cliente B2B\" \/>\n<meta property=\"og:description\" content=\"Na nossa atividade de Contact Centers e Customer Care muitos se sentem \u00e0 vontade para falar em como atender, dar suporte, satisfazer e at\u00e9 deliciar os Clientes. Mas, aten\u00e7\u00e3o, geralmente tudo isso \u00e9 sobre Clientes particulares. &#8220;Quando n\u00e3o se conhece o que vai na mente e quais as expectativas e prefer\u00eancias do Cliente Business n\u00e3o [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/cxblog.com\/pt-pt\/o-misterioso-cliente-b2b\/\" \/>\n<meta property=\"og:site_name\" content=\"CXBlog\" \/>\n<meta property=\"article:published_time\" content=\"2018-10-09T13:28:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-02-23T10:15:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/cxblog.com\/wp-content\/uploads\/2018\/10\/o-misterioso-cliente-b2b.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"535\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Ladislau Batalha\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta 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Batalha\"},\"description\":\"Founder of LAB Experience @ LAB Experience - Ladislau \u00c1lvares Batalha is the founder and Managing Director at LAB Experience. 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