Relevant bibliographies by topics / B2B Customer

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'B2B Customer'

Author: Grafiati
Published: 5 June 2025
Last updated: 2 August 2025

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Journal articles on the topic "B2B Customer"

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Zhang, Jing, and Mingfei Du. "Utilization and effectiveness of social media message strategy: how B2B brands differ from B2C brands." Journal of Business & Industrial Marketing 35, no. 4 (2020): 721–40. http://dx.doi.org/10.1108/jbim-06-2018-0190.

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Purpose This study aims to investigate how business-to-business (B2B) companies use message strategies on social media platform and how these strategies are effective in improving customer perceived value and encouraging customer engagement, as well as how B2B companies differ from business-to-customer (B2C) counterparts in terms of utilization and effectiveness of social media message strategy. Design/methodology/approach Based on content analysis of Sina Weibo brand pages and survey of website visitors, this paper examines the differences of social media message strategies and their impacts
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Gligor, David, Siddik Bozkurt, Ismail Gölgeci, and Michael J. Maloni. "Does supply chain agility create customer value and satisfaction for loyal B2B business and B2C end-customers?" International Journal of Physical Distribution & Logistics Management 50, no. 7/8 (2020): 721–43. http://dx.doi.org/10.1108/ijpdlm-01-2020-0004.

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PurposeDespite the recent wealth of supply chain agility literature, scholars have yet to thoroughly examine its impacts on the customer experience. To address this gap, we assess the effects of supply chain agility on customer value and customer satisfaction, including the moderating role of customer loyalty, from the perspectives of both business customers (B2B) and end-customers (B2C).Design/methodology/approachWe used multivariate regression analysis to evaluate direct, indirect and conditional effects across survey responses from 148 senior-level supply chain managers (buyers) (Study 1) a
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Prasetya, Muhammad Azka, Anita Maharani, and Shine Pintor Siolemba Patiro. "Customer Loyalty in the case of Business-to-Business Company: Will Marketing Mix Still Work?" Ilomata International Journal of Management 5, no. 2 (2024): 389–400. http://dx.doi.org/10.61194/ijjm.v5i2.1118.

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Through this research, researchers highlighted the role of the marketing mix in influencing customer loyalty in business-to-business (B2B) companies. Researchers also highlighted the role of purchase decisions as a mediator between marketing mix and customer loyalty. From the conceptual perspective, marketing mix is generally considered more appropriate for B2C type companies, however, a number of studies show that marketing mix can also be applied as a marketing strategy for B2B but in a more complex context. In terms of methodology, this research approach is quantitative, and uses Partial Le
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GRANADOS, JUAN C., LEONOR M. PÉREZ, José A. Pedraza-Rodríguez, and Martina G. Gallarza. "Revisiting the quality-value-satisfaction-loyalty chain for corporate customers in the travel agency sector." European Journal of Tourism Research 27 (March 1, 2021): 2711. http://dx.doi.org/10.54055/ejtr.v27i.1921.

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Most traditional travel agencies offer their services to corporate clients, although literature focuses on end customers. This paper addresses this research gap, but also aims at bridging the gap between B2C and B2B literature. Specifically, the authors revisit the Quality-Value-Satisfaction-Loyalty chain, a well-established postulate from the B2C literature in tourism, but adding Trust and Commitment as mediating variables between Satisfaction and Loyalty to adapt the chain to the B2B context. Using PLS-SEM, the analysis of data confirmed the Service Quality - Customer Value - Customer Satisf
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Zolkiewski, Judy, Victoria Story, Jamie Burton, et al. "Strategic B2B customer experience management: the importance of outcomes-based measures." Journal of Services Marketing 31, no. 2 (2017): 172–84. http://dx.doi.org/10.1108/jsm-10-2016-0350.

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Purpose The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement. Design/methodology/approach This is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level. Findings
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SEVERESIA, Claudia, Prio UTOMO, and Friska NATALIA. "INVESTIGATING FACTORS INFLUENCING REPURCHASE INTENTION: CASE STUDY IN BEVERAGE MANUFACTURING INDUSTRY." BUSINESS EXCELLENCE AND MANAGEMENT 12, no. 1 (2022): 17–30. http://dx.doi.org/10.24818/beman/2022.12.1-02.

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The food and beverages industry is one of the most contributing sectors for Indonesian economic growth. It is a profitable business to invest in, due to the development of the Indonesian population. However, the competition in the market is inevitable; thus, companies need to generate strategies of differentiation to retain the customers. One crucial thing in maintaining customer loyalty is to have good management in customer experience. Customer experience was mainly discussed in the Business to Customer (B2C) sector but limitedly explored in the Business to Business (B2B) sector. Customer sa
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Ghazaryan, Satenik, Pavel Domnin, Askar Kinzhigaliev, and Tatyana Sokolova. "CURRENT APPROACH TO CUSTOMER BASE SEGMENTATION FOR DIGITAL B2C AND B2B COMPANIES." Modern economic research 954, no. 3 (62) (2024): 174–79. https://doi.org/10.5281/zenodo.13683358.

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This paper investigates the application of digital technologies in e-commerce for addressing customer base segmentation challenges in B2B and B2C communication channels. The article emphasizes that customer segmentation is a fundamental task in e-commerce, whose solution optimizes customer interaction and improves marketing and sales efficiency. It describes the conceptual differences between B2B and B2C customer segments, identifies key segmentation criteria, and explores the technologies utilized in this process. The paper defines a conceptual algorithm for customer base segmentation, which
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Barrutia, Jose M., Alexander Velez, and Carmen Echebarria. "Openness and front end of innovation: does customer type matter?" Journal of Business & Industrial Marketing 34, no. 3 (2019): 536–49. http://dx.doi.org/10.1108/jbim-06-2017-0134.

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PurposeThis paper aims to study the moderating effect of customer type (business customers versus private customers) on the link between two forms of openness (cross-industry networks and customer integration) and two front-end innovation outcomes (a creative idea and a product definition), in the context of radical innovations.Design/methodology/approachAn agreement was established with the Statistical Office of the Basque Government. This agreement enabled us to access a reliable list of innovative companies in the region that constituted our sample frame. Questionnaires were collected by ph
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Mahapatra, Sabita, ATP Ramani, and Avinash D. Kulkarni. "Must have or nice to have." Journal of Business & Industrial Marketing 34, no. 1 (2019): 39–48. http://dx.doi.org/10.1108/jbim-09-2017-0209.

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PurposeThis paper aims to provide an opportunity to study organization buying behavior, specifically buying and selling in the B2B context. The case demonstrates the need to understand the expectations of the buyer’s decision-making unit and the challenges involved in acquiring and retaining customers based on the articulated value proposition of the product. The case also provides an opportunity to explore the critical issues related to an organization’s buying process, while emphasizing on the importance of customer relationship management and the challenges involved in sales conversion.Desi
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Kumar, Kishan. "Unlocking Tomorrow’s Landscape: How AI Will Reshape Customer Journeys (B2B & B2C)." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 05 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem33741.

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Businesses must ask themselves this question as we approach a revolutionary era: how will artificial intelligence (AI) change the B2B and B2C customer journey landscapes? This capstone study explores and covers the journey of artificial intelligence (AI), it’s impact on the business, the new opportunities along with challenges and the future predictions following the literature reviews, case studies, and expert insights. The research unveils a wide variety of possibilities waiting to be unlocked. This research focuses on the transformative potential of artificial intelligence (AI) for business
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Dissertations / Theses on the topic "B2B Customer"

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Ullberg, Matilda, Alexandra Greus, and Sofia Dollerup. "Does the Experience really matter in B2B? : A Qualitative Study on Customer Experience Management in B2B." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-44041.

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Background: The concept of Customer Experience Management (CEM) is growing as a marketing tool used in order to remain a competitive actor on the market. By designing a customer experience, companies are able to differentiate themselves by offering a holistic customer experience.                                                                                             Problem: The existing body of knowledge regarding CEM in the B2B setting is limited. However, recent studies have begun to examine the fact that the buying process in B2B does not only concern task related and rational decision
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Opanasenko, Mariia. "Customer journey in B2B SaaS business models." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-210625.

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In this paper customer journey for B2B SaaS business models was analyzed to study customer experience, customer success and its key performance indicators. The research method is the case study of Supplier Relationship Management SaaS solution provider. In recent years, the research in customer journey management identified the tendency of acknowledge customer journey as a differentiator and a competitive advantage. Customer journey is a complex process that entails structured customer experience/success measurement system. There is no standard approach or method that provides standardized set
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Johansson, Malin, Markus Nilsson, and Carl-Douglas Thulin. "Factors Influencing Customer-relations in B2B - A Survey of Medical Rubber's Customers." Thesis, Kristianstad University College, Department of Business Administration, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-3159.

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<p>In order to be successful on the market it gets more and more important to have a good relation to your customer. Without a good relationship to your customer you are just one among many other competitors. A healthy relationship in which both parties are satisfied is probably based on many different reasons. Many researchers in this field believe that power/dependence and commitment/trust are essential cornerstones in a business relationship. However, the researchers all stresses different factors that they believe influence these cornerstones. Our work is based on power, commitment and tru
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Lutz, Alexandra, and Van Nguyen. "Important attributes influencing B2B customer value in the EMS market." Thesis, Karlstads universitet, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-7521.

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The thesis presents a study on important attributes which should be considered by the supplier in buying situations in the electronic manufacturing services (EMS) market. Hence, the importance level of attributes is investigated to see which attributes are more or less important when business-to-business (B2B) customers place an order. This can be interpreted as the relationship between the created value and the accompanying cost. For the success of this research work, both the qualitative and quantitative methods need to be applied. The importance of nine aspects is examined including: paymen
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Wu, Xueying, and Jingfang Zhao. "Relationship Management of key Customers - in B2B." Thesis, Jönköping University, Jönköping University, Jönköping International Business School, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-9557.

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Gomez, Andres Jorge. "Customer intimacy strategy in B2B technology businesses in Colombia." reponame:Repositório Institucional do FGV, 2015. http://hdl.handle.net/10438/16389.

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Submitted by Daniele Santos (danielesantos.htl@gmail.com) on 2016-04-05T18:31:05Z No. of bitstreams: 1 Jorge.pdf: 3646118 bytes, checksum: 7f404e070608495a4e922e9ba0aa4397 (MD5)<br>Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2016-04-12T20:12:48Z (GMT) No. of bitstreams: 1 Jorge.pdf: 3646118 bytes, checksum: 7f404e070608495a4e922e9ba0aa4397 (MD5)<br>Approved for entry into archive by Maria Almeida (maria.socorro@fgv.br) on 2016-04-16T16:41:27Z (GMT) No. of bitstreams: 1 Jorge.pdf: 3646118 bytes, checksum: 7f404e070608495a4e922e9ba0aa4397 (MD5)<br
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Cerimagic, Lejla, and Sigrid Aronson. "Att mäta kundnöjdhet inom B2B : B2B relationen mellan leverantör & distributör i en tjänstefieringskontext." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-176962.

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Title: Measuring customer satisfaction within B2B: The B2B relationship between supplierand distributor in a servitization context.  Authors: Sigrid Aronson &amp; Lejla Cerimagic Supervisor: Ramsin Yakob Background: The importance of relationships has increased along with the servitizationprocess of many manufacturers. The servitization leads companies to include several parties in their network. The specific relationship between manufacturer and distributor is found within many of these networks. Such B2B relationships, are crucial yet complex in its nature. However, limited research has been
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Jindrák, Jiří. "Optimization of Customer Service with Respect to Profitability and Customer Satisfaction: Case study of Hilti." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-199527.

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The Master's thesis focuses on customer satisfaction and its relationship to profitability, which is becoming an increasingly more relevant topic of daily discussion among the managers across all industries. The search for an optimal strategy that would lead to a consequent increase of both could be compared to a search for the "holy grail" or to an invention of the "perpetuum mobile" of business. The overall goal of my thesis is to design a strategy that would have the abovementioned attributes and would lead to an increase of profitability and customer satisfaction for the Hilti Czech republ
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Vlčková, Michaela. "Marketingový výzkum spokojenosti zákazníka v oblasti služeb B2B." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2014. http://www.nusl.cz/ntk/nusl-224387.

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The master thesis is focused on a new industry of marketing – customer experience in the field of telecommunication services B2B. The theoretical part describes, analyzes and summarizes the basic concepts of information sources in the literature concerning the topic of customer satisfaction. In the analytical part the general theoretical basis and internal information of Vodafone Czech Republic are used for marketing research. On the base of obtained information are created proposals for Sales and Care deparments of B2B clients to increase customer satisfaction.
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Filová, Andrea. "Methodology of B2B Customer Segmentation in the Utilities on the Czech Market: Tool for Customer Classification into Segments." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-72717.

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Loyalty, improvement, better understanding of customers -- all these notions attract the interest and striving for improvement of many managers. The segmentation has become an indispensable part of path from a company to customers. Dividing market into distinctive groups allows a company to target customers in a better way. The energy industry in the Czech Republic is an example where the segmentation methodology is not working clearly, so entire organisations become disoriented as an effect of not clear B2B customer division. As there are not so many segmentation tools that would be made excl
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Books on the topic "B2B Customer"

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Prior, Daniel D. B2B Customer Engagement Strategy. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23409-5.

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La Rocca, Antonella. Customer-Supplier Relationships in B2B. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-40993-7.

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Stehr, Melanie. Kommunikationsmuster in B2B Customer Journeys. Springer Fachmedien Wiesbaden, 2025. https://doi.org/10.1007/978-3-658-46612-1.

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Pigues, D. Keith. Winning with customers: A playbook for B2B. Wiley, 2010.

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Zahay, Debra L. Are customer information systems worth it?: Results from B2B services. Marketing Science Institute, 2002.

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Zahay, Debra L. Are customer information systems worth it?: Results from B2B services. Marketing Science Institute, 2002.

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D, Rogers Martha Ph, ed. One to one, B2B: Customer development strategies for the business to business world. Currency/Doubleday, 2001.

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Gillin, Paul. Social marketing to the business customer: Listen to your B2B market, generate major account leads, and build client relationships. Wiley, 2011.

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Kovalenko, Vladimir. Design of information systems. INFRA-M Academic Publishing LLC., 2020. http://dx.doi.org/10.12737/987869.

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The tutorial discusses the design features of information systems (is) involved in the implementation of CALS technologies: MRP/MRPII/ERP systems, e-Commerce systems (B2B), supply chain management (SCM), customer relationship management (CRM), and decision support systems (OLAP). The issues of choosing the design technology, software tools for project development, building functional and information models in the environment of Business Studio, MS Visio, Elma, AllFusion Modeling Suite and Oracle Designer 10g, as well as the development of technical and operational documentation are highlighted
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Todd, Hewlin, and Lah Thomas E, eds. B4B: How technology and big data are reinventing the customer-supplier relationship. Point B Inc., 2013.

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Book chapters on the topic "B2B Customer"

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Prior, Daniel D. "Customer Experience (CX) and Customer Journey." In B2B Customer Engagement Strategy. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23409-5_3.

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Prior, Daniel D. "Customer Communications." In B2B Customer Engagement Strategy. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23409-5_7.

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Schmitt, Michael C. "Customer Experience und Customer Journey." In Quick Guide Digitale B2B-Kommunikation. Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-14213-1_2.

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Prior, Daniel D. "Customer Journey Management." In B2B Customer Engagement Strategy. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23409-5_5.

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Prior, Daniel D. "Customer Relationship Management." In B2B Customer Engagement Strategy. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23409-5_6.

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Čaić, Martina, Robert Ciuchita, and Giuseppe Chiorazzo. "Help Me Help You: The Dilemma of Collaboration Between Expert Employees and Chatbots." In Humane Autonomous Technology. Springer International Publishing, 2024. http://dx.doi.org/10.1007/978-3-031-66528-8_2.

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AbstractChatbots have received increased attention in research and practice, especially in business-to-consumer (B2C) settings. The role of chatbots in business-to-business (B2B) is less explored (e.g., speed of customer service via chatbots in industrial settings). In this research, we probe the employee perspective of interacting with chatbots, focusing on collaboration and customer support. We do so through an illustrative B2B case drawing on interviews with expert customer service employees and business customers. We synthesize our findings using the People–Process–Technology (PPT) framewo
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Prior, Daniel D. "What Is Customer Engagement?" In B2B Customer Engagement Strategy. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23409-5_1.

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Prior, Daniel D. "Customer Analytics and Insight." In B2B Customer Engagement Strategy. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23409-5_8.

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Prior, Daniel D. "Current Issues in Customer Engagement." In B2B Customer Engagement Strategy. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23409-5_10.

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Prior, Daniel D. "The Case for CE Capability." In B2B Customer Engagement Strategy. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23409-5_4.

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Conference papers on the topic "B2B Customer"

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Ahlstrand, Jim, Martin Boldt, Anton Borg, and Håkan Grahn. "Predicting B2B Customer Churn using a Time Series Approach." In 2024 Fifth International Conference on Intelligent Data Science Technologies and Applications (IDSTA). IEEE, 2024. http://dx.doi.org/10.1109/idsta62194.2024.10746986.

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Ahlstrand, Jim, Anton Borg, Håkan Grahn, and Martin Boldt. "Using Transformers for B2B Contractual Churn Prediction Based on Customer Behavior Data." In 27th International Conference on Enterprise Information Systems. SCITEPRESS - Science and Technology Publications, 2025. https://doi.org/10.5220/0013432500003929.

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Oliveira, Victória, Amanda Guimarães, Arthur Soares de Quadros, et al. "Predicting B2B Customer Churn and Measuring the Impact of Machine Learning-Based Retention Strategies." In 27th International Conference on Enterprise Information Systems. SCITEPRESS - Science and Technology Publications, 2025. https://doi.org/10.5220/0013436300003929.

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Hadid, Amira Ben, Sara Bouguelia, and Hamamache Kheddouci. "A New Method of B2B Customer Segmentation Based on Firmographic Data, and RFM and Graph Models." In 2024 IEEE International Conference on e-Business Engineering (ICEBE). IEEE, 2024. https://doi.org/10.1109/icebe62490.2024.00021.

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Fischer, Heiko. "Effects of Social Media on B2B Sales." In 13th International Conference on Applied Human Factors and Ergonomics (AHFE 2022). AHFE International, 2022. http://dx.doi.org/10.54941/ahfe1002278.

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Social Media already plays an essential role in the business-to-consumer (B2C) environment. Platforms such as LinkedIn, Facebook, Twitter, or Instagram are successfully applied in B2C sales to attract new customers. The usage of social media in B2C sales is profoundly analyzed. However, scholars imply that there exist fundamental differences to the application in business-to-business (B2B). On the one side, social media in sales gains increasing attention from B2B companies that seek practical advice for using social media in sales. On the other side, scholars imply that there is limited knowl
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Vlckova, Vladimira, and Lucie Podskubkova. "CUSTOMER SERVICE QUALITY IN B2B MARKET FROM THE BUYER’S PERSPECTIVE." In Business and Management 2018. VGTU Technika, 2018. http://dx.doi.org/10.3846/bm.2018.40.

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The importance of services for companies is significant and still increasing. Customers expect fulfil-ment of their requirements concerning not only the product, but also the quality of services relating to this product. The core of competitiveness is thus moving from the product itself to the supplier abili-ties created by the entire supply system with a dynamic structure. Therefore, it is necessary to under-stand the specific needs of each single customer concerning services within the entire supply system. On the basis of a comparison of the outcomes of a targeted literature review and an a
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Kim, Jaesu, and Kyung Hoon Kim. "MARKETING APPROACH FOR EXISTING CUSTOMER IN B2B." In Bridging Asia and the World: Globalization of Marketing & Management Theory and Practice. Global Alliance of Marketing & Management Associations, 2014. http://dx.doi.org/10.15444/gmc2014.03.09.03.

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Lostakova, Hana. "PERCEIVED CUSTOMER VALUE ASSESSMENT IN THE B2B MARKET." In SGEM 2014 Scientific SubConference on POLITICAL SCIENCES, LAW, FINANCE, ECONOMICS AND TOURISM. Stef92 Technology, 2014. http://dx.doi.org/10.5593/sgemsocial2014/b23/s7.050.

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Exenberger, E., and J. Bucko. "Study of customer behavior in online B2B shopping." In 2020 43rd International Convention on Information, Communication and Electronic Technology (MIPRO). IEEE, 2020. http://dx.doi.org/10.23919/mipro48935.2020.9245222.

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Edwards, R. "Automotive B2B - the drive for collaboration." In IEE Seminar Customer Focused Manufacturing - Flexibility and Responsiveness are Everything. IEE, 2000. http://dx.doi.org/10.1049/ic:20000588.

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Reports on the topic "B2B Customer"

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Marshak, Ronni. Does B2B Customer Experience Differ from B2C CX? Patricia Seybold Group, 2012. http://dx.doi.org/10.1571/ht07-13-12cc.

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Seybold, Patricia. Nurturing Customer Loyalty in the B2B World. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/bp5-26-05cc.

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Spanyi, Andrew. Customer Experience and Operational Excellence Success in B2B. Patricia Seybold Group, 2018. http://dx.doi.org/10.1571/bp01-26-18cc.

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Seybold, Patricia. Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? Patricia Seybold Group, 2004. http://dx.doi.org/10.1571/csm6-3-04cc.

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Seybold, Patricia. Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2). Patricia Seybold Group, 2004. http://dx.doi.org/10.1571/csm6-17-04cc.

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Marshak, Ronni. How B2C Customers Are Similar to B2B Customers. Patricia Seybold Group, 2012. http://dx.doi.org/10.1571/me09-20-12cc.

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Marshak, Ronni. How B2C Customers Are Similar to B2B Customers. Patricia Seybold Group, 2012. http://dx.doi.org/10.1571/ht10-04-12cc.

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