Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. Too often, brands in this space rely on archaic methods, instead of reading the changing tides of the B2B industry. What’s changed among B2B buyers?

B2B 59

B2B B2C Transportation Voice of Customer 59

Amity

MARCH 15, 2018

From there, break it down into the department’s goals, and identify what you can do to help the company reach its ultimate goal. Another really great question to ask yourself is whether or not you should include elements of community management, general support etc. in your Key Performance Indicators (KPIs).

Customer Success 69

Customer Success Management Effort Score Metrics 69

ClientSuccess

JUNE 19, 2019

In turn, the companies experience a reduced churn rate – the ultimate goal for any brand today, right? Your primary goal could be to address any user concerns, feature a “how-to” guide on new offerings, provide special offers, or simply surprise users with a “Just-checking-in-to-see-how-you’re-doing-email.”

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

Verint

JANUARY 30, 2018

Having your own corporate-run customer community is the next step in the digital evolution for companies and CX professionals. As a CX professional, I like the idea of communities. What took time was building our community strategy. We view our community as one way to do that. That said, our community started differently.

Conference 38

Conference Analytics Guidelines Interaction 38

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Throughout the onboarding process, your customers should feel supported and guided. Product upgrades will be haphazard without direct feedback, and will ultimately fail to retain customers. Check out Designing a Customer Onboarding Framework for B2B SaaS.

Strategy 52

Strategy Customer Retention Metrics B2B 52

CustomerSuccessBox

JUNE 20, 2022

Suggested Read : The Ultimate Guide to Customer Onboarding. Tools like Slack and Zoom for example have gained immense popularity across B2B organizations to support this. Tools like Slack (with its shared channels feature) and online community platforms help scale customer engagement beyond 1:1 video calls and screen sharing.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

SmartKarrot

JUNE 24, 2021

The customer success community is one where members look out for each other. There is an eagerness in the community to help another CS professional out. This can be see on LinkedIn, community forums, slack teams, and many more spots. This can be CS blog communities, CS meetups groups, CS Slack teams, Forums and others.

Customer Success 17

Customer Success Resources Leadership B2B 17

Customer Guru

AUGUST 21, 2018

He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. Marsha Collier is a world-renowned customer experience expert and the best-selling author of over 40 books, including the “Ultimate Online Customer Service Guide.” John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Grade.us

APRIL 1, 2019

Ann Smarty is the Brand and Community manager at InternetMarketingNinjas.com as well as the founder of ViralContentBee.com. Garrett: Do you believe that online reviews will become as important for B2B businesses as they are for small local businesses? This sword is also double-edged: Businesses that “get it” (i.e.

Social Media 40

Social Media Marketing Comparison B2B 40

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Nicolle Paradise and Ari Hoffman have been amazing at sharing their stories and helping me begin to hone my public speaking and community building skillset.

Chief Customer Officer 52

Chief Customer Officer Customer Success eBook Exercises 52

ClientSuccess

AUGUST 29, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. I love everything about the B2B world. Ultimate Guide to SaaS Customer Success Metrics. Question 5.

Customer Success 42

Customer Success eBook Leadership B2B 42

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. A Customer Success expert, speaker, and a published author, Dave is known for his remarkable expertise in supporting B2B SaaS companies and developing their Customer Success capabilities.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

JULY 12, 2023

Keep reading and taking notes as we are giving you the ultimate guide to achieving your organic success. Encourage user-generated content – Encouraging user-generated content ensures that you are building a community of users of your products or services.

Social Media 10

Social Media Advertising Tips Strategy 10

SmartKarrot

NOVEMBER 24, 2021

To better understand where to focus my priorities, I first assess the Product and User Complexity —I like the matrix that Jennifer Chiang created in her book “The Startup’s Guide to Customer Success”. Building an effective customer community can take many forms. Next, assess the current state of your Program, Tools, and Team.

Customer Success 19

Customer Success Customer Journeys Customers Measurement 19

Grade.us

OCTOBER 22, 2019

We talked about the B2B Yelpification of reviews , how businesses can prepare themselves for reviews, and how online reviews are an opportunity at a major competitive advantage. Ross knows a thing or two about B2B marketing. You work with B2B companies and have been for awhile. That often was how B2B sales were done.

B2B 26

B2B Social Media Case Study Management 26

SmartKarrot

JULY 27, 2023

The Intent In essence, customer success memes can be used to entertain and engage individuals in the customer success community. The goal is to use humor to engage, connect, and provide a moment of laughter for those in the customer success community.

Customer Success 10

Customer Success Entertainment Guidelines Communication 10

SmartKarrot

MAY 24, 2022

So creating a community for all the working parents of your organization will benefit you in the long run. After all, helping your team lead a happy, balanced life will ultimately lead to the success of your business. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Customer Success 19

Customer Success Policies Meeting Culture 19

SurveySensum

JULY 28, 2023

Regardless of where you belong – B2B or B2C your customers want much more than a single easy transaction. 7 Best B2B Customer Experience Trends Here are the 7 trends that you can use to enhance customer satisfaction and deliver the best customer experience. Now, let’s move on to the next B2B customer experience trend.

B2B 52

B2B Trends Self Service Customer Experience 52

SmartKarrot

OCTOBER 29, 2021

This transition dates only a decade back since customer success as a domain has started to gain traction in the B2B industry. The ultimate reasons to include customer success as a part of C-Suite. Build customer communities and brand advocates. It can even be an independent portal, a social media community or a mobile app.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. The Honest and Practical Guide to Customer Experience.’ She is a leader of the women in the CX community and host of the podcast ‘Inspiring Women in CX.’ LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

NOVEMBER 15, 2023

Pulse Europe 2023 opened today at Passenger Terminal Amsterdam, on a tone of embracing each other as humans first, while taking our work to the next level through digital scale tactics powered by generative AI, customer education, self-service, and community. There’s people like me. You, the CSMs.

Self Service 52

Self Service Customer Success Roadmap B2C 52

SmartKarrot

JANUARY 12, 2021

3 Simplify customer communication. For B2B healthcare SaaS companies, it is essential to follow the government standards regarding data privacy of their customer’s patients. Keep yourself abreast of the latest knowledge they share in the CS community and decide which ones suit best to your needs.

Healthcare 10

Healthcare Industry Customer Success Trends 10

SmartKarrot

MARCH 2, 2023

Brian is a creator of The Road Untraveled, a podcast that dives into real-time topics and trending sectors for the venture capital and tech community. The Twenty Minute VC The Twenty Minute VC – By Harry Stebbings Harry Stebbings is a prominent figure in the venture capital community.

Innovation 10

Innovation Trends Tips Technology 10

SmartKarrot

AUGUST 9, 2022

These opportunities allow employees with a chance to consistently improve and develop their skills, which will ultimately help your business grow faster than ever before. Thought leaders can be extremely valuable assets for driving organizational performance and facilitating community-building in the SaaS industry.

Leadership 10

Leadership Training Software Study 10

SmartKarrot

AUGUST 9, 2022

These opportunities allow employees with a chance to consistently improve and develop their skills, which will ultimately help your business grow faster than ever before. Thought leaders can be extremely valuable assets for driving organizational performance and facilitating community-building in the SaaS industry.

Leadership 10

Leadership Training Software Study 10

SmartKarrot

SEPTEMBER 23, 2022

Ultimately, you need to determine what you want to measure in this situation before going back into the how. To ensure you accurately measure and respond to user behavior, utilize your customer health scorecard as a guiding template. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Customer Success 10

Customer Success Effort Score Metrics Customers 10

SmartKarrot

SEPTEMBER 23, 2022

Ultimately, you need to determine what you want to measure in this situation before going back into the how. To ensure you accurately measure and respond to user behavior, utilize your customer health scorecard as a guiding template. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Customer Success 10

Customer Success Effort Score Metrics Customers 10

SmartKarrot

MAY 8, 2023

For instance, it can schedule interviews and even help new employees complete onboarding paperwork/documentation by guiding them through the process step-by-step. This can lead to a quicker and more seamless process for candidates, ultimately leading to a more positive candidate experience. Read more now.

Policies 10

Policies Chatbots Resources Trends 10

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Buying Influencers: Many parties within a B2B firm influence buying decisions. So, what does it mean?

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Storyminers

JULY 6, 2020

He is founder and CEO of CustomerThink Corporation, an independent research and publishing firm, and founder and editor-in-chief of CustomerThink.com, the world’s largest online community dedicated to helping business leaders develop and implement customer-centric business strategies.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is founder and CEO of CustomerThink Corporation, an independent research and publishing firm, and founder and editor-in-chief of CustomerThink.com, the world’s largest online community dedicated to helping business leaders develop and implement customer-centric business strategies.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

DECEMBER 12, 2022

Highlight your community 19. This can include articles, infographics, reports, guides, blog posts, or videos. Here’s an example of an AMA post from a B2B organization: 4. Not only does this give you valuable insights into your audience’s preferences, but it also helps to create a sense of community around your brand.

Social Media 98

Social Media Strategy Marketing Case Study 98

CustomerSuccessBox

NOVEMBER 16, 2021

CS ensures the customer is at the center of the business strategy of modern B2B SaaS firms. Thus, crafting an amazing customer experience throughout the entire journey should be the ultimate aim of a business. So, it is vital to guide your CSMs in outreaching your customers. Community Outreach. Who is this blog meant for?

Customer Success 52

Customer Success Management Case Study Rewards Programs 52

Lumoa

APRIL 24, 2018

Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key.

System 338

System Effort Score NPS Net Promoter Score 338

ChurnZero

JANUARY 3, 2023

This is a guest article by Ali Cudby , co-founder and CEO, CXology , an e-learning platform and community that provides training, resources and peer-to-peer conversations. If a customer churns after one year—especially in B2B SaaS—that means the company spent time, energy, and money serving that customer only to lose money on them.

Sales 98

Sales How To Financial e-support 98

Thematic

MARCH 29, 2020

In this guide Part 1: Different type of product feedback and how you can benefit from them Part 2: How to improve your product feedback strategy Part 3: Analyzing product feedback Part 4: How to share product feedback with others Conclusion. Communities and forums. But it’s worth it. Disadvantages: Mostly unstructured.

Feedback 111

Feedback How To Analysis e-support 111

ChurnZero

JANUARY 26, 2021

The ultimate decision-maker when it comes to the money your customer spends with you. . Finalize training guide for newly-promoted managers. You can reach these customer segments effectively with an online community platform that connects customers to each other, so they can problem-solve, brainstorm, and learn from other customers.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98