Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Gainsight

SEPTEMBER 5, 2019

Four out of five B2B companies expect to compete based on CX alone. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). You capture direct customer feedback and respond when they are upset or leverage it when they’re happy. Tip 2: Automate customer interactions.

B2B 49

B2B Tips Customer Experience B2C 49

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so! At Totango Live!

Customer Journeys 97

Customer Journeys Customer Success Exercises Touchpoint 97

Daniel Group

FEBRUARY 3, 2022

Focus on Customer Experience! The start of a new year is the perfect time to focus on Customer Experience. Regardless of what type of B2B business you are in, your company changed in the last two years. Your customers have changed too. How your customers feel about you is paramount for referrals. Lynn Daniel.

Customer Experience 105

Customer Experience B2B Touchpoint Employee Engagement 105

ChurnZero

OCTOBER 8, 2021

We believe that Customer Success teams are uniquely positioned to step up and provide business continuity to customers as well as tend to and protect their customer bases, so their organizations can survive, and we are proud to empower CS teams to do just that with our solutions and resources.”. About ChurnZero: .

B2B 98

B2B Healthcare Touchpoint Technology 98

Wootric CX Blog

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. He’s now Vice President, Customer Experience Strategy at Oracle.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

CX University

MARCH 18, 2024

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. By analyzing this wealth of data using sophisticated algorithms, businesses can gain deep insights into individual customer preferences, behaviors, and intent.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

ChurnZero

SEPTEMBER 23, 2020

ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized the company with a 2020 Tech Cares Award. We have been completely inspired by the way the B2B technology industry responded to COVID-19. About ChurnZero: ChurnZero helps subscription businesses fight customer churn.

B2B 98

B2B Healthcare Touchpoint Customer Voice 98

CustomerSuccessBox

SEPTEMBER 7, 2021

And in all these -the common thread- Customer Success. Customer Success as a stream has played an important role. So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. 1 Renewed focus on new customer onboarding. Plans and actions based on data can help solve problems quicker.

Customer Success 96

Customer Success Trends Customer Journeys Touchpoint 96

ChurnZero

OCTOBER 8, 2021

We believe that Customer Success teams are uniquely positioned to step up and provide business continuity to customers as well as tend to and protect their customer bases, so their organizations can survive, and we are proud to empower CS teams to do just that with our solutions and resources.”

B2B 52

B2B Healthcare Touchpoint Technology 52

SmartMessage Blog

JULY 20, 2023

Every brand dreams of loyal customers. Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. Statistics state that it is more profitable to keep current customers compared to acquiring new ones.

Loyalty 52

Loyalty Management Loyalty Programs Competitive Advantage 52

CXApp

JULY 31, 2018

It doesn’t matter what market you serve, customers from all walks of life demand a responsive, seamless digital experience and they want it as soon as possible — like right now soon. The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized?

Touchpoint 40

Touchpoint Case Study Communication B2C 40

CXApp

JULY 31, 2018

It doesn’t matter what market you serve, customers from all walks of life demand a responsive, seamless digital experience and they want it as soon as possible — like right now soon. The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized?

Touchpoint 40

Touchpoint Case Study Communication B2C 40

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Using a dedicated voice of the customer platform is also an option.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Zeisler Consulting

AUGUST 14, 2020

Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks often simply boil the Voice of the Customer (VoC) down to surveying. You’ve heard of the expression that we need to “meet the Customers where they are” when it comes to our offerings.

Net Promoter Score 93

Net Promoter Score Effort Score Survey NPS 93

Team Support

SEPTEMBER 1, 2020

North Texas' TeamSupport, which helps businesses better manage their B2B customers, is trying to encourage others to invest in technology tools that can improve their customer relationships. We provide [B2B customer support software with a holistic focus on the customer, not just transactional ticketing.]

Marketing 95

Marketing B2B Software Innovation 95

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Let’s start by understanding the key features a customer retention software must have. And for this, customer support and feedback tools are essential.

Customer Retention 52

Customer Retention Software Gamification e-support 52

SmartMessage Blog

JULY 13, 2023

Every brand dreams of loyal customers. Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. According to expressanalytics, customer retention costs up to 6 times less than acquisition.

Loyalty 40

Loyalty Management Loyalty Programs Competitive Advantage 40

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

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.

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.

Software 52

Software e-support Multi-Channel Industry 52

CustomerSuccessBox

DECEMBER 1, 2021

The first impression of your customers is decisive. When you onboard new customers, you introduce them to the way your business works. Results: you gain efficiency and you improve the satisfaction of your customers. The trick is to make the customer experience as good as your products and deliver on your promises.

Tips 52

Tips CRM Customer Journeys Customers 52

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. Still not convinced? Well, it’s not.

Tools 52

Tools Software Marketing Analytics 52

SurveySensum

JULY 21, 2023

Acquiring a new customer can cost you 5-7 times more than retaining an old one. And, in SaaS, on average, it can cost 4-5 times more – The Value of Keeping the Right Customers study by Harvard Business Review You read it right! That’s why here in this blog we will talk about the top 11 B2B customer retention strategies.

Customer Retention 52

Customer Retention B2B Strategy Net Promoter Score 52

Hero Digital

APRIL 15, 2020

And it starts where it always starts — by knowing your customer. Enter account-based marketing. Account-Based Marketing (ABM) has been center stage for a few years now. It involves targeting specific audiences based on known characteristics to deliver highly relevant, personalized content.

Touchpoint 52

Touchpoint Social Media Customers Communication 52

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based their renewal decisions on emotional connections, financial realities, and the amount of trust they have that a service can deliver sustained value.

Strategy 62

Strategy Financial Effort Score Software 62

SurveySparrow

JANUARY 24, 2020

It allows you to capture feedback at important intervals during the customer journey. It gives the business an opportunity to understand how they are performing at important customer touchpoints. It will help you find which are the touchpoints which affect the customer’s relationship with the company.

NPS 52

NPS Touchpoint Survey Exercises 52

ProProfs Chat

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Cost to retain customers, however, can be much lower if done right.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

SurveySensum

AUGUST 17, 2023

Net Promoter Score (NPS) scores serve a purpose beyond measuring customer satisfaction; they offer cues for upselling and cross-selling opportunities. When customers give high NPS scores, it signifies their satisfaction and loyalty. To calculate the score, you need to create and send a short NPS survey to your customers.

NPS 52

NPS Net Promoter Score Effort Score Survey 52

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score Company Feedback 96

SurveySensum

OCTOBER 17, 2023

Ultimately, all these limitations and issues drove her to seek more customer-friendly financial alternatives, leaving the NBFC with a lost opportunity and a dissatisfied former client.’ NBFCs have a multitude of limitations and issues that affect their customer retention and satisfaction. What is a NBFC Customer Feedback Tool?

Feedback 52

Feedback Tools Management Knowledge Base 52

delighted

MAY 10, 2019

Once you’ve designed and distributed your customer survey, the next step can be the most exciting part of the process: watching the responses roll in. This low survey response rate can lead to concerns over unreliable feedback or a lack of helpful customer insights. Scrub your contact list and focus on active customers.

Survey 66

Survey Feedback B2B NPS 66

SurveySparrow

MARCH 21, 2023

The relationship between customers and businesses is greatly influenced by the kind of experience you offer them. 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. The room for error is low.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

SmartKarrot

FEBRUARY 8, 2022

Role: Strategic Customer Success Director Location: Indianapolis, IN, US Organization: Wunderkind As a Strategic Customer Success Director, you will mentor and inspire a small team of high-performing Customer Success Managers & Associates. Understand the customer use case. Respond to customers with low usage.

Customer Success 19

Customer Success Roadmap Conference Measurement 19

CXApp

FEBRUARY 1, 2018

Regardless of whether or not you’re in the B2C or B2B markets, modern customers are a huge part of how their specific journey plays out. Brands today are more focused on providing their customer base with the tools to navigate and achieve their goals; the rest is up to the consumer.

B2B 40

B2B B2C Consumers Retail 40

CXApp

FEBRUARY 1, 2018

Regardless of whether or not you’re in the B2C or B2B markets, modern customers are a huge part of how their specific journey plays out. Brands today are more focused on providing their customer base with the tools to navigate and achieve their goals; the rest is up to the consumer.

B2B 40

B2B B2C Consumers Retail 40