Oracle

SEPTEMBER 10, 2019

Comparing B2B vs B2C online sales and marketing can at first seem merely like a difference in scale. What are the most important differences between B2B and B2C? Who is the customer and how do they behave? Customer retention, buying habits, and cost. B2C sales may be less focused on customer retention as B2B.

B2C 64

B2C B2B Sales Ecommerce 64

Wootric CX Blog

DECEMBER 16, 2020

Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. . One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Promoters – Detractors = NPS.

Net Promoter Score 52

Net Promoter Score Customer Retention How To NPS 52

Team Support

AUGUST 2, 2022

This practice is the blood and bones of what customer-centricity means. That said, an experience centered on customers can often be misconstrued as something warped or altogether different, especially when it comes to customer-centricity for B2B businesses. Customer-Centricity is Not Transactional.

Customer Centricity 97

Customer Centricity Customer Retention Course B2B 97

Team Support

AUGUST 2, 2022

This practice is the blood and bones of what customer-centricity means. That said, an experience centered on customers can often be misconstrued as something warped or altogether different, especially when it comes to customer-centricity for B2B businesses. Customer-Centricity is Not Transactional.

Customer Centricity 93

Customer Centricity Customer Retention Course B2B 93

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. Create customer cohorts based on value. Customer success is business success.

Metrics 98

Metrics Customer Retention Course Customer Success 98

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Thematic

MAY 22, 2023

The frequency and trend you see for your ‘switching provider’ theme (for example) may have good predictive value for customer retention. Combining this text with operational data analytics for the same customers will produce continuous insightful predictions of customer defections, with related, prioritized causes.

Analytics 62

Analytics Data Contact Center Analysis 62

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. 4 Ways to Show You’re Dedicated to Customer Happiness by Mike Szczesny (destinationCRM) If there is any reason for being committed to customer happiness, it directly correlates to your happiness.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

PK

SEPTEMBER 18, 2019

We’ve talked in past posts about how Millennials are stepping into B2B buying roles and overturning traditional ideas about how buyers want to interact with technology companies. Done right, this drives adoption and active use, retention and growth, and the holy grail of Millennial marketing – advocacy.

B2B 49

B2B Customer Success Social Media Video 49

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. Who doesn’t want their customers to love them?

Customer Service 51

Customer Service Retail Course Customer Service Training 51

Kustomer

JANUARY 11, 2022

Of course, one potential barrier to operating in a global marketplace is the fact your customers could be in any timezone. While this isn’t a real issue in terms of ordering and logistics, it can present a problem when it comes to customer service. Better Customer Retention. Image source: financesonline.com.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

ShepHyken

OCTOBER 6, 2022

He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring?

Customer Journeys 69

Customer Journeys Effort Score Touchpoint Customer relationships 69

inSided

SEPTEMBER 4, 2019

Customer engagement is at the heart of Customer Success strategies in B2B Software companies. Not only is it a key indicator for customer retention, increasing engagement is a sure-fire way to get feedback on your product while facilitating the sharing of best practices between your users.

Customer Success 56

Customer Success Social Media B2B Customer Retention 56

NetBase

AUGUST 2, 2019

Smart move, as identifying and marketing to a niche audience is entirely necessary, especially in the B2B space. Creating messaging around those areas and tracking conversations about innovation in manufacturing as we go (we’ll get to course corrections in a bit). Changing Course Based on Niche Audience Issues.

B2B 82

B2B Course Innovation B2C 82

Uniphore

NOVEMBER 2, 2021

3 And it only takes one bad conversation with a customer going viral to reach thousands of existing and potential new customers. In fact, bad customer service impacts customer retention more than good customer service. Where customer engagement happens. It’s this sweet spot where business is done.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Yet, success remained elusive.

Strategy 52

Strategy Customer Retention Metrics B2B 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

CustomerSuccessBox

JUNE 7, 2021

Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business. Of course, churn is inevitable, but the better we analyze and measure churn, the better we will be at reducing the churn.

Measurement 52

Measurement Customer Retention Tips B2B 52

ChurnZero

OCTOBER 5, 2021

This year we joined 5,000 Cloud and SaaS Founders, VC and Execs in the SF Bay Area for three action-packed days of high-quality networking, learning from those who’ve done it, and of course happy hours and plenty of fun. The post Top 10 Customer Success Takeaways from SaaStr Annual 2021 appeared first on ChurnZero.

Customer Success 95

Customer Success Conference B2B Sales 95

CustomerSuccessBox

FEBRUARY 17, 2022

If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. The cost of acquiring new customers becomes very high very quickly. Additional Resource- Customer Retention Guide. Increases MRR.

Customer Retention 52

Customer Retention Metrics Examples B2B 52

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!)

Self Service 67

Self Service Customer Success B2B Knowledge Base 67

Gainsight

SEPTEMBER 22, 2023

According to LinkedIn, 75% of B2B buyers use social media to make buying decisions. It can influence current customers’ decision to renew or the expansion opportunities down the road. On top of that, a digital customer education program can level up your sellers and other customer-facing teams involved in the pre-sale process.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

CSM Magazine

APRIL 13, 2021

Starting a business is not easy, and scaling is even harder as it requires hard work, persistence, and of course, a solid strategy. If you want your SaaS startup to grow, you need to understand data and have solid marketing knowledge, all with the purpose of making your software more attractive to your target customers.

Self Service 52

Self Service Tips Knowledge Base Social Media 52

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology. Start with a sound e-commerce strategy.

Software 52

Software e-support Multi-Channel Industry 52

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology. Start with a sound e-commerce strategy.

Software 52

Software e-support Multi-Channel Industry 52

Magellan Solutions

MARCH 17, 2021

Lead generation call center helps in maintaining the businesses customer pipeline. As customer retention and good marketing is a great foundation of successful business. The Business-to-Consumer or B2C and the Business-to-Business or B2B. How Does B2B Lead Generation Call Center Functions? . Email Support.

Call Center 52

Call Center B2B B2C Advertising 52

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. Final thoughts on Customer Onboarding at scale!

Strategy 52

Strategy Customer Retention Video Resources 52

CustomerSuccessBox

OCTOBER 19, 2021

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. Research by TSIA shows that customer education can immensely enhance your retention. Customer Education helps customers grow.

Consulting 52

Consulting Customer Success Net Promoter Score Management 52

Waypoint Group

JANUARY 14, 2015

but for product usability it’s 5.89, so clearly ease-of-use is something we need to focus on in order to drive customer retention.” So nothing new here really, but still worth calling out for our B2B audience as I am frequently asked, “What should I do about feedback from multiple people in one account?

B2B 40

B2B Net Promoter Score Effort Score NPS 40

CloudCherry

AUGUST 21, 2018

Reactive, the type of service described above, is what has become the norm for most companies providing support over the internet, whether they be online stores, financial services or B2B products. Conversely, proactive support is all about identifying and resolving customer issues before they become problems. So, let’s get down to it.

Customer Journeys 150

Customer Journeys Analytics Analysis Self Service 150

Customer Bliss

JULY 11, 2017

This helps with silos too, of course. This is actually somewhat rare in high-revenue B2B spaces (as Google Ads can be), because oftentimes the focus there shifts to “Well, we’re driving a lot of revenue, so why should we care about something like the arc of stories? Some include: Customer satisfaction.

Leadership 0

Leadership Customer Experience Report Innovation 0

One Millimeter Mindset

SEPTEMBER 20, 2018

Choosing the “right” type of demanding customers to spend our time with grows our brain cells and our referral bases. Over the course of each quarter, we naturally gravitate to our preferred list of demanding customers: the ones who bring out our best performance and innovation.

Strategy 70

Strategy B2C Leadership Customer Retention 70

CustomerSuccessBox

APRIL 7, 2022

And, of course, in remote customer onboarding! Read on to know how remote customer onboarding can do so many things that you never thought could have been possible! Mr. Puneet Kataria shares his experience and observation on how customer success teams can be agile in the Customer Success Vodcast hosted by tl;dv!

How To 52

How To Self Service Meeting Customers 52