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

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Done right, customer support makes you money. .

Self Service 137

Self Service Customer Experience Customer Service B2C 137

ShepHyken

FEBRUARY 10, 2020

Customer service expert Steve Digioia has written a short and humorous article about how some companies deliver Bigfoot style customer service. How B2B Companies Can Up Their Customer Experience Game Based on Insights from Nicholas Caffentzis. They should be focusing on their clients’. I love the metaphor.

Customer Service 105

Customer Service Infographics Customer Retention B2B 105

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

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. Do you have an app or thinking about developing one?

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

JULY 13, 2020

My Comment: How can you improve the customer experience in a contact/support center? There are plenty of good strategies and tactics out there, and here are five that apply to both B2C and B2B organizations. My Comment: We’ll close with an article on customer retention. Oh, let me count the ways.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

ECXO

JUNE 15, 2021

As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. These following 10 tips will help shifting to a customer-focused environment across your company: 1. Establish customer centric values.

Customer Centricity 117

Customer Centricity Culture Tips Company 117

ShepHyken

AUGUST 13, 2018

If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity. My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Chatbots Retail B2C 85

ProProfs Chat

MAY 6, 2020

Good Customer Experience Statistics. Negative Customer Experience Statistics. Importance of Customer Experience Statistics. Improving Customer Experience Statistics. Marketing Customer Experience Statistics. B2B Customer Experience Statistics. Retail Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. by Mindi Rosser. For information contact or www.hyken.com.

Self Service 48

Self Service Social Media Customer Service Fashion 48

SmartKarrot

MARCH 22, 2022

This is one of the most important things that can make or break not only your reputation but the sustainability of your B2B SaaS business. It should always be remembered that if you are not ready to show your loyalty to your relationship with your customers, your competitors are always ready to grab that opportunity. contact-form-7].

B2B 10

B2B Advertising Effort Score Loyalty 10

Gainsight

NOVEMBER 18, 2019

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. Read the rest of our CX series.

B2B 8

B2B Return on Investment Feedback Customer Success 8

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Kayako

JANUARY 24, 2018

The first thing customer-focused companies think, “what can I do to make my customers’ lives easier and better?” ” To become more customer-centric, simply to talk to your customers and find out what their experience is actually like. How will the messaging experience look in B2B?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

SurveySparrow

AUGUST 12, 2020

Let’s illustrate this further using an example – Imagine you are a B2B company who is specialized in creating and troubleshooting websites. Improve customer retention. A study by Bain and Company shows that a 5% increase in customer retention can increase profitability by 75%. Conclusion.

How To 52

How To Social Media ROI Sales 52

Storyminers

JULY 6, 2020

Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. Jeff helps clients develop customer-focused cultures. Jeanne Bliss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

SEPTEMBER 30, 2019

My Comment: Customer engagement is important for all business, but often B2B organizations don’t take advantage of it the same way consumer brands do. This article shares a number of tips on how all business – especially B2B’s – can take advantage of this powerful marketing and CX strategy. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service Contact Center eBook NPS 17

Storyminers

JULY 6, 2020

Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. Jeff helps clients develop customer-focused cultures. Jeanne Bliss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

MARCH 3, 2020

SaaStock North America is an actionable conference for growth stage B2B SaaS founders, executives, and investors. The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ChurnZero

MARCH 22, 2019

To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

ShepHyken

SEPTEMBER 27, 2021

My Comment: This one may be more of a personalized marketing strategy than customer experience, but then again, customer experience and marketing go hand in hand. This works for any type of business but is especially powerful in the B2B world. Find ways to promote your customers on social media. It’s a simple idea.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Anita Toth. Emily Garza. Irit Eizips. Keri Keeling.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SmartKarrot

JANUARY 5, 2021

In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses. Additionally, he serves as the Chief Customer Officer at Higher Logic. As of now, she is the GVP NAA Customer Success & Renewals at Oracle.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

One Millimeter Mindset

FEBRUARY 25, 2019

The post To retain Customers focus on People Value instead of Products appeared first on Babette Ten Haken. Her playbook of communication hacks, Do YOU Mean Business? is available on Amazon.com. Babette’s speaker profile is on the espeakers platform. Image source: Fotolia.

Customer Focused 74

Customer Focused Communication Strategy Customers 74

SmartKarrot

JANUARY 5, 2022

She’s been on the Top 100 Customer Success Strategists list since 2013, which is a testament to her contributions and dedication to the CS space. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies. Kristi Faltorusso. Nils Vinje. Chris Hicken. Irene Lefton.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SmartKarrot

MAY 28, 2021

Ensuring customer success will mean that the entire company should be tuned to be customer centric. This type of a mindset shift will cause customer retention and long-term relationships. The need for customer success in service companies-. Customer Success Approach for Service Companies. contact-form-7].

Customer Success 10

Customer Success Company Net Promoter Score Effort Score 10

Retently

FEBRUARY 9, 2024

Customer Feedback Questionnaires: Demographic and Contextual Questions 35 Essential Customer Feedback Question Examples In the quest to understand customer satisfaction, strategic questioning is paramount. Qualitative data offers valuable insights for sales, marketing, product development, and customer success strategies.

Feedback 100

Feedback Net Promoter Score Effort Score Customer Satisfaction 100

Education Services Group

OCTOBER 27, 2020

As someone focused on learning more about Digital Engagement, I found Phil Nanus’ session on “Making the Pivot Towards Dynamic Engagement” particularly relevant. Quite eye-opening, I learned that 80% of B2B Sales interactions between suppliers and buyers will occur via digital channels by 2025.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

SmartKarrot

MAY 16, 2022

You also need to listen to customers , communicate frequently, take their ideas, and engage with empathy. Build a customer-centric organization. It is critical for any company to be customer-focused. The customer success culture at any company will ensure all crisis formats are dealt with. Read on to know more.

Customer Success 10

Customer Success How To Case Study Resources 10

SmartKarrot

NOVEMBER 2, 2020

Based out of Europe, it offers operational consultancy services to the evolving needs of the customer of today. Infinipoint is a customer success consultancy that optimizes customer retention and revenue. Its stellar strategies help the client to receive the highest retention. Customer Success Enablement.

Consulting 10

Consulting Customer Success Self Service Customer Centricity 10

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. The most amazing thing: If we hear and act on what our customers are telling us, everyone will benefit! In Part 3, we’ll do a deep dive into feedback analysis.

Feedback 111

Feedback How To Analysis e-support 111

SmartKarrot

SEPTEMBER 12, 2022

A good account manager needs to connect customers and the business and wear several hats. Account managers need to converse with cross-functional teams and enhance the overall customer experience. They also need to coordinate regarding marketing and customer-focused strategies. Skills Required for Account Managers.

Management 10

Management Communication Leadership Customer Success 10

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? She is experienced with companies in the B2B and B2C industry sectors.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40