Lumoa

JUNE 30, 2022

They might feel frustrated and unhappy because they see huge opportunities for your company that aren’t being capitalized on. While this isn’t something you can achieve completely by yourself, you can do a lot to influence the perception of CX throughout your company. Every company has a huge list of competing priorities.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

CustomerSuccessBox

AUGUST 31, 2021

And, are you losing your sleepover identifying and measuring ROI for your CS practices? If you’re a B2B SaaS business, this statement becomes more profound! You can grow through massive Customer Acquisition, but the best companies out there are growing through Customer Success. ROI of Implementing Customer Success.

ROI 52

ROI Customer Success B2B Measurement 52

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Journeys Customer Experience B2C 52

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

Heart of the Customer

APRIL 30, 2021

Some companies start with their survey scores, […]. The post Six Ways to Show B2B CX Value appeared first on Heart of the Customer. – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business.

B2B 109

B2B Effort Score Survey Company 109

ChurnZero

MAY 6, 2022

Did you know ChurnZero CEO and co-founder You Mon Tsang built and exited three companies before starting ChurnZero? He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. But in B2B, being first is terrible.

ROI 98

ROI B2B B2C Metrics 98

BirdEye

NOVEMBER 27, 2023

Studies have shown that companies leveraging analytics and reporting tools experience an ROI increase of 25%. A recent Forrester survey revealed that companies committed to prioritizing customer feedback reported a 2.5 times higher revenue growth than those who neglected it. These core features include: 1.

Report 114

Report Social Media Multi-Channel Net Promoter Score 114

CustomerSuccessBox

SEPTEMBER 29, 2022

B2B SaaS businesses typically rely on their decisions on investments or IT solutions on the reliability of the brand or product. This refers to how quickly a product would help them solve their problem and get a good return on their investment (ROI). Customer relationships get stronger as you resolve issues more quickly as a company.

Metrics 52

Metrics Return on Investment B2B Software 52

Waypoint Group

AUGUST 30, 2016

Part 3: Better marketing ROI from Advocate & Detractor management Welcome to the third installment of our 5-part series about accelerating growth in B2B companies. The post [Part 3] 5 Ways B2B Companies Can Accelerate Growth appeared first on Waypoint Group.

B2B 40

B2B Company ROI Metrics 40

Magellan Solutions

JUNE 24, 2021

Companies, like us, are aware of the challenges we must address before offering a partnership, whether long or short term. We do this by giving insights into all of the metrics that help your inside sales team succeed. You may think that as an outsourced sales company , we have less of a stake in your success. TALK TO US!

Sales 52

Sales B2B ROI Leadership 52

CustomerSuccessBox

APRIL 19, 2022

Companies use customer journey analytics because it is one of the most effective ways to. It allows companies to identify the customer journeys that have the biggest impact on specific business goals. To that effect, data-driven companies have been investing in analytics tools that can address this limitation.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. See the Applied Materials example: Strategic Action on B2B VoC ).

ROI 48

ROI Effort Score Customer Journeys B2B 48

GetFeedback

AUGUST 14, 2019

So, what’s a company to do to earn an even better CSAT score? Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. The score is solid. And rightly so — it usually can be.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

CustomerSuccessBox

MAY 25, 2021

Customer retention is critical — particularly for B2B SaaS companies. Considering how important it is for companies to hold on to their customers, having visibility into the churn is very important. Measuring both of these metrics will give a more balanced view of your retention. And the reason is manifold- .

Customer Retention 52

Customer Retention Metrics Measurement B2B 52

SurveySensum

AUGUST 22, 2023

A SaaS company receives a suggestion from a customer about simplifying the user interface. All this can lead your SaaS companies to transform customer insights into tangible success. Understanding the Power of SaaS Customer Feedback Gathering customer feedback in the B2B SaaS industry can do wonders. Upgrade ROI.

Feedback 52

Feedback Strategy Net Promoter Score B2B 52

Thematic

NOVEMBER 28, 2019

How long has your company been focused on CX? What are some attributes that describe your company? At the end of the survey, we run optional rating questions: To what extent has your executive team bough into in a CX metric or set of metrics? How extensively are your CX metrics tied to financial metrics at your company?

Report 100

Report Survey ROI Net Promoter Score 100

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments. The model ".uses

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

Trends 173

Trends Customer Experience Self Service ROI 173

Totango

JANUARY 23, 2020

You should look at customer metrics that link directly to the successful use of your product, such as product usage rates, feature adoption, license utilization, number of escalations, and Voice of Customer feedback and ensuring you have the necessary systems and solutions to do so at scale. Acknowledge Any Problems.

Strategy 105

Strategy Management B2B ROI 105

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Furthermore, personalization is a long-standing desire with limited success in most companies–another CX opportunity. Speak to the unique value of each stakeholder . Get the Guide.

How To 150

How To ROI Policies Analysis 150

Thematic

FEBRUARY 11, 2024

Both companies compete head to head with each other for customers. But there were also some large tech companies. The cool visuals signaled that this is a company that cares about high tech and the story itself was both funny and relatable. First, it’s hard not to compare two events.

Conference 62

Conference NPS Hotels Self Service 62

CX University

MARCH 18, 2024

The company leverages AI and machine learning to create custom and targeted experiences for customers based on their unique preferences, browsing history, and purchase behavior Benefits of Hyper-Personalization The shift towards hyper-personalization offers benefits for both businesses and customers. Customer Retention.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

ClearAction

JULY 20, 2023

When executives ask for proof of ROI, there is a risk of losing funding — or losing a lot more than that. B2B technology buyer negative sentiment: Buyer renewal champions are managing a frustrating chain of decisions during renewals and expansions. Buyers prefer to have minimal interactions with sales teams.

Technology 62

Technology Customer Success Consulting ROI 62

Lumoa

MAY 5, 2022

Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with. A company that delivers on the customer promise and delights customers with positive moments. The first step is to understand the current situation and how strategic work with CX can provide future ROI.

Strategy 277

Strategy Customer Experience How To Analysis 277

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Companies need to employ multiple sources of information to tell the story of customers lives.

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. Still, only 55% of companies at these levels are doing these things.

ROI 54

ROI Feedback Survey Financial 54

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. We need to think bigger, and more strategically.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

Totango

MAY 10, 2022

In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. B2B executives and stakeholders are engaged when they see that product usage is helping their company achieve its business goals efficiently and cost-effectively.

Customer Engagement 76

Customer Engagement Customer Journeys Engagement Tips 76

Customer Bliss

JULY 5, 2016

She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. The starting point for customer experience in healthcare: Anthem is an enormous company. There aren’t perfect metrics.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customers Rock!

JANUARY 24, 2012

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. On occasion, we see true ROI calculated from social media initiatives.

Social Media 207

Social Media Measurement ROI Advertising 207

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. They also talked about key Moment of Truth in the B2B customer relationship and the importance of identifying patterns of behaviors around those moments. *All

B2B 40

B2B Net Promoter Score Insurance Effort Score 40

Forrester

APRIL 1, 2015

Deanna Laufer and I are collaborating on a new report on How to make the case for customer experience in B2B. With longer sales cycles, fewer customer accounts, and an abundance of client roles and influencers, B2B companies are challenged in making the link between improving customer experience (CX) and financial results.

B2B 40

B2B ROI Report Financial 40

Thematic

NOVEMBER 28, 2019

How long has your company been focused on CX? What are some attributes that describe your company? At the end of the survey, we run optional rating questions: To what extent has your executive team bough into in a CX metric or set of metrics? How extensively are your CX metrics tied to financial metrics at your company?

Report 62

Report Survey ROI Net Promoter Score 62

Beyond Philosophy

NOVEMBER 10, 2014

What the researchers found was that “ after controlling for other factors that drive repeat purchases in the transaction-based business (for example, how often the customer needs the type of goods and services that the company sells), customers who had the best past experiences spend 140% more compared to those who had the poorest past experience”.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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. So, what does it mean? Let’s look at a sports analogy for enlightenment. We updated customers as promised.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Gainsight

OCTOBER 19, 2023

If this past year has shown us anything, it’s that companies with the most agility and a strong focus on the customer are the ones that are poised to thrive in a constantly shifting and uncertain economy. We partnered with Benchmarkit, a B2B SaaS research firm, to find out. Only 41% of companies measure CS on expansion revenue.

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

Waypoint Group

SEPTEMBER 12, 2018

How do we compare to other companies like us? I wish I could just say something like “30” but it’s not that easy in B2B. The key metric, especially for growing B2B companies, should be an accelerated rate of profitable growth. One sector, our B2B SaaS clients, range from around 5 to around 35.

NPS 40

NPS Comparison Company Net Promoter Score 40