They Value Personal Relationships
Relationship building with B2B customers is just as important as offering education. Whilst B2C customers may very rarely have interaction with individuals other than at a physical store or if they’re engaging with your customer service, your contact at a B2B service provider should be in constant contact to build a mutually beneficial relationship over time.
B2B customers want to feel valued and looked after and that they’re receiving a tailored service. They want to know that their account manager is available for emergencies or advice, almost as if they are their trusted advisor.
It is not unusual for most B2B industries to employ BDMs, Business Development Managers or account managers. To hone in on the customers need to feel looked after, and when this is done well, it can be invaluable to your business's sales strategy and open up many opportunities for upselling.
Aim for the head
Regardless of how good a relationship you may have, the customer will typically be ruled by their head when closing a deal.
As we’ve already mentioned, there is often great responsibility involved on the customer’s part, and that means statistics, service level agreements, and product or service features flexibilities specific to their needs.
In essence, you’ll need to make sure that the product or service is right for them. It doesn;t have to tick all the boxes as you’ll often find that B2B solutions do one thing really well which makes up the shortfall in other areas. However, ensure your service or product offering is the very best it can be - and that this is well communicated through your marketing material so there can be few objections.
But don't forget the heart
All that said, if they love your brand thanks to prior experience or referrals etc, the heart will always be a factor in B2B sale. We wrote previously about the importance of building a B2B brand here. It’s true that when well-structured and executed, branding is a vital weapon in the arsenal of any B2B organisation – this has the potential to gain an advantage over a competing brand.
Remember that building a strong brand has value in its own right and can win you sales based solely on loyalty referrals and recommendations.
They take it Slow and Steady
As a customer, a typical B2B customer will need you to be patient. More often than not, the B2B sales lead time is not a quick one. Often, deals and contracts can take weeks, months, or even years to fix into place. The last thing they want is to be bugged or pushed into a sudden ‘special offer’ that’s popped up. No one likes a hard sell, and customers can see this tactic a mile off.
Your prospective client will expect you to understand and remember that when it comes to B2B sales, decisions usually involve several stakeholders within the business. With this in mind, whilst customers don't want to be forgotten about during the time it may take to close the deal, they also don’t want to be pestered because the chances are, it’s out of their hands. Aim to strike the right balance.
In a Nutshell
So, in summary, focus on the information you can provide your customer, make sure it’s of value, and instigate a level of intrigue about where else you could potentially fit or help out. Educate yourself on your customer; build that relationship, and become their trusted advisor whilst working on your brand messaging and ensuring that your solution is the very best it can be.
This post was written by:
Steve is co-owner of Tiga Creative Marketing
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