C3Centricity

DECEMBER 1, 2020

” In it, I compared the positive and negative implications of technology for customers and companies alike. The Age of the Customer and the Fourth Industrial Revolution. The survey also found that 41% of CMOs see strategic thinking as the top capability gap they are focused on developing in their direct reports.”

Marketing 177

Marketing Customer Centricity Industry Data 177

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Success 65

Customer Success B2B eBook Customers 65

Team Support

JUNE 14, 2019

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. This lets you have internal conversations directly within a ticket without the customer ever seeing it.

System 75

System Self Service eBook Customer relationships 75

Team Support

MAY 31, 2019

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Chat is somewhere in the middle, with customers expecting a response in a few minutes. Phone support sits at the very top.

B2B 56

B2B B2C eBook Technology 56

SurveySparrow

APRIL 17, 2020

B2B eCommerce is growing at a fast pace and is expected to touch $6.6 Customer Experience and B2B eCommerce Sales. B2B buyers have come to demand much more from their buying journeys, and many expect a buyer experience similar to that of B2C customers. Custom pricing. Pick the Right Technology Platform.

Ecommerce 52

Ecommerce B2B Tips Self Service 52

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B B2C eBook Social Media 56

CSM Magazine

MAY 24, 2021

As many employees and leaders in Customer Support already know, there are pros and cons to every service model. Build out a team of agents, and you’ll give your customers the impression of being “high-touch.” for a B2B company is $13. And customers know it. Transforming your website into a support hero.

Self Service 52

Self Service eBook Chatbots Customers 52

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 49

B2B Abandon Rate eBook Leadership 49

TeamSupport

AUGUST 24, 2018

This is especially true in a communication dominant field such as customer service where two conversations can be drastically different, yet still have the potential to hold the same value in a spreadsheet. With all of this said, here are the top 3 most misleading customer service statistics….

Customer Service 71

Customer Service Self Service Poor Customer Service eBook 71

ChurnZero

DECEMBER 27, 2019

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer S uccess . It’s not surprising to see this post top our list since your churn rate is deeply connected to the quality of your customer’s onboarding journey. 5 Common Mist a kes Customer Success Managers Make When Managing Their Day .

e-support 64

e-support eBook Chief Customer Officer B2B 64

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 40

B2B Abandon Rate eBook Leadership 40

TeamSupport

OCTOBER 19, 2018

With this increase in revenue and customers, however, often comes a higher volume of help desk tickets. 1) All agents can easily stay on the same page – Often when working with multiple agents, hours are staggered to create a larger help desk coverage window for your customers. Here are 5 advantages and benefits….

Self Service 49

Self Service eBook B2B Communication 49

BirdEye

MAY 10, 2023

You need to master the art of finding new clients and engaging existing customers for repeat business. A marketing strategy is a deliberate plan to showcase your business for the purpose of attracting customers and growing revenue. When executed correctly, you can expect to reach your ideal customers and grow your business faster.

Examples 98

Examples Strategy Tips Marketing 98

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018.

Customer Success 64

Customer Success e-support Software Trends 64

ChurnZero

FEBRUARY 14, 2020

6 Ways to Spread the Customer Love. A printing issue as reported by their new owner, Spangler Candy. All of this to say, from the bottom of our hearts, we love our customers; therefore, we promise to never send you chalky candy on Valentine’s Day. To earn customer loyalty, you need to give more than take. The culprit?

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

ClientSuccess

MAY 30, 2018

At ClientSuccess , we value candid conversations with Customer Success leaders that have unique experiences and varying viewpoints on the world of Customer Success. This week, we’ll showcase one such conversation with expert Mark Pecoraro , advisor to many B2B SaaS companies all of which have cultures of Customer Success.

Customer Success 40

Customer Success B2B Leadership Culture 40

SurveySparrow

JULY 5, 2021

Lead generation surveys are a brilliant tool for B2B businesses. This kind of survey helps you gain insights into what your prospective customers actually need, so you can align your business to better serve their needs. The best part about customer surveys is that you can get responses directly from the horse’s mouth.

Survey 52

Survey Social Media B2B Sales 52

TeamSupport

AUGUST 24, 2018

This is especially true in a communication dominant field such as customer service where two conversations can be drastically different, yet still have the potential to hold the same value in a spreadsheet. With all of this said, here are the top 3 most misleading customer service statistics….

Customer Service 40

Customer Service Self Service Poor Customer Service eBook 40

ViiBE Blog

JANUARY 22, 2021

ViiBE is the web technology of video assistance and ticketing system designed for technical support and after-sales services. As a button directly embedded in Zendesk Support, ViiBE allows support agents to escalate tickets to video calls with the clients in need of assistance. How has the pandemic impacted your approach?

Self Service 52

Self Service Virtual Call Center Video Call Center 52

Qualtrics

AUGUST 22, 2019

How do I deliver a great business-to-business (B2B) customer experience (CX)? This is a question we increasingly hear leaders from B2B organizations asking. By 2020, Accenture Interactive predicts digital CX will be the main differentiator for B2B companies. CX in B2B is a different ball game than B2C.

B2B 29

B2B B2C NPS Guidelines 29

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Success 41

Customer Success How To Customers eBook 41

SurveySparrow

APRIL 11, 2021

The nurture marketing definition says- “Marketing by constantly engaging with the clients” It is considered to be an extremely effective strategy if you want to convert your leads into customers. . You gain your prospective customer, aka buyer’s trust, move them from the top of the funnel to its bottom.

Strategy 98

Strategy How To Effort Score Social Media 98

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” Applied to Customer Success talent, it translates to possessing skills that aren’t too technical, nor too service-oriented, but rather a happy medium.

Customer Success 52

Customer Success Customer Centricity Return on Investment eBook 52

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Magellan Solutions

FEBRUARY 24, 2022

But getting new leads can also be your biggest problem: More than six in 10 B2B marketers say their company has a hard time finding new people who might want to buy from them. Monash Business School simply defines Lead Generation as the activity of identifying potential customers. That’s where outsourcing leads come in.

Social Media 40

Social Media B2B B2C Sales 40

LiveChat

JANUARY 14, 2016

Lead Generation is the process of getting the contact information of potential customers. If everything goes as planned, they become paying customers. The basic idea may seem simple, but there are many factors that you need to consider if you want to see your leads convert into customers.

Strategy 28

Strategy eBook Video Sales 28

Gainsight

OCTOBER 12, 2023

The company’s Customer Success (CS) team has been leading the first wave of the Digital CS revolution. But they had a problem: Okta found 85% of their customers (21,000 accounts) were only digitally covered. This gave them a single 360 view of digital-only customers.

Touchpoint 52

Touchpoint eBook Video B2B 52