Fulcrum Marketing is a creative promotions marketing agency with over 10 years’ combined experience in the FMCG, Insurance, Automotive, Banking, Telecoms, White Goods and Retail sectors.
We create innovative marketing strategies using free-to-consumer rewards that engage and excite – whether that’s tactical promotional activity to boost acquisition or retention or long-term loyalty and engagement programmes.
We offer the widest range of established promotional offers, together with the skills and experience necessary to produce a bespoke solution to drive sales and offer great ROI, whilst using our own loyalty and reward platforms gives us a competitive edge in terms of both costings and response time.
MARKETING SOLUTIONS THAT LOCK BRANDS & CONSUMERS TOGETHER
Fulcrum Marketing is a creative promotions marketing agency where consumer incentive ideas fill our hearts, minds and souls.
We love thinking, learning and driving innovative campaigns for your brand.
We love a challenge.
MARKETING SOLUTIONS THAT LOCK CONSUMERS & BRANDS TOGETHER
Fulcrum Marketing was founded in 2007 to offer innovative marketing strategies that engage and excite consumers. At FulcrumMarketing we understand it is difficult for brands to get stand-out and engage with consumers on an emotional level.
Our role is to continually develop new, innovative promotional solutions that offer high value incentives at a fraction of retail cost. This is as an alternative to heavily discounting.
We offer Marketing solutions that work!
Because we have the widest range of established promotional offers, along with a skilled and experienced team, which is necessary to produce a best marketing solution to drive sales and offer unrivaled ROI.
About Us
Fulcrum is a dynamic, creative agency that partners with leading consumer brands across a spectrum of industries, supporting both their domestic marketing strategies through a wide variety of creative brand solutions and value-added services.
We specialise in developing and delivering engaging solutions for a whole host of global brands, from creative, branded merchandise with inspiring packaging and POS options to tailored print management services.
Our Values
Our growth and continued success is built on core company values such as quality, value, service, passion and innovation.
Our Ethics
Every factory we use is personally assessed by our staff for quality, working conditions and the ethical treatment of workers.
Supply Chain Management
We project manage your product from concept to completion. Relax in the knowledge that your brand is in safe hands.
Accreditations
We are a responsible organisation that implements good processes with a focus on environmental sustainability.
Our Values
Our core values are what guide us as a company and individuals. These values are at the heart of everything we do:
Quality
Deliver excellent standards consistently.
Value
Ensure exceptional value for our customers.
Service
Provide the highest standard of service to our customers.
Innovation
Remain at the forefront of innovation in both design and manufacturing.
Trust
We are the most trusted supplier. The integrity of your brand is in safe hands.
Passion
We are passionate about what we do and strive to exceed customer expectations.
btl marketing Service Provider Agency | Product marketing Activity ratnagiri
Marketing | Brand Activation |
Customer Concerns : B2B companies implement client services or customer care processes
Customer Concerns
B2B companies typically implement client services or customer care processes to address customer concerns and enhance customer satisfaction.
LEARNING OBJECTIVES
Give examples of the types of customer concerns faced by B2B companies, and the common methods used to address these concerns
KEY TAKEAWAYS
Key Points
- Customer concerns may arise due to issues over product quality and functionality or a lack of corporate responsiveness to customer complaints.
- B2B companies may use customer care ticket systems, online blogs, or extranets to better capture customer feedback and respond to customer demands.
- Merging customer feedback with customer service Key Performance Indicators (KPIs) helps guide companies’ attention to areas where customer data can make a positive impact.
Key Terms
- stakeholders: A person or organization with a legitimate interest in a given situation, action or enterprise. It can range from employees and investors of a company to the customers purchasing from the company.
- customer relationship management: A widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. Also known by the acronym “CRM. “
- extranet: A private computer network that uses Internet protocols and can be accessed by authorized individuals via the Internet.
Concerns of Customers
Nearly every brand must have a client service or customer care process in place to address customer concerns and enhance customer satisfaction. This is especially true for business-to-business (B2B) companies where stakeholders often provide constructive criticism to help marketing, sales, and technical departments adapt product offerings to meet changing customer needs.
Customer Service Brainstorming: B2B companies usually have customer service programs in place to quickly and adequately address customer concerns.
Types of Customer Concerns
Customer concerns may arise due to issues over product quality or functionality. Mass product recalls are examples of company efforts to limit liability or avoid costly legal penalties due to corporate negligence. In addition to addressing customer concerns over product quality and functionality, B2B companies such as manufacturing firms must reassure customers they can handle the high cost of incidents at their factories and in their supply chains. These include responding to customer and public concerns over sudden plant shutdowns, employee strikes, explosions, toxic spills, and other unplanned occurrences. Similar to business-to-consumer (B2C) companies, B2B brands must have quality control and crisis management programs in place to respond to events that can result in a loss of customers and revenue.
Corporate responsiveness and sensitivity to customer complaints also impact brand image. Account or sales managers are often a B2B company’s first line of defense when it comes to flagging and responding to customer complaints regarding service disruptions or product malfunctions. B2B brands often assign cross-functional teams – sales representatives, developers, product specialists, and call center professionals – to oversee individual client accounts. This is especially true for large business accounts that generate significant revenue for the company. Reassuring customers that their needs and concerns are the company’s top priority is reflective of B2B brands that use a customer-driven approach to ascertaining customer demands.
Methods for Addressing Customer Concerns
The Internet era has presented challenges in maintaining and enhancing the personal customer experience, while making use of the efficiencies of online commerce. B2B companies such as software firms may implement online ticket systems, which allow business customers to submit electronic tickets that are automatically routed to customer care professionals. Business customers are then assigned a ticket number that allows the company to track the entire history of the customer problem and determine whether the issue was satisfactorily resolved. It also allows customer care professionals to properly escalate customer issues to appropriate channels such as the sales or research and development team.
B2B brands are increasingly using web and social media channels such as community blogs, online forums, and extranets to capture customer feedback. These communication channels give customers the ability to give detailed explanations of both negative and positive experiences with an organization. Sales methodologies applied to customer relationship management (CRM) systems allow B2B organizations to accurately monitor, track, and measure this information. Merging this data with customer service Key Performance Indicators (KPIs) also helps direct the company’s attention to areas where customer feedback can make a positive impact (e.g., cost savings, service improvement) on the overall organization.