Heart of the Customer

MAY 2, 2019

This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research.

Customer Journeys 89

Customer Journeys Video B2B Customer Experience 89

SurveySensum

FEBRUARY 24, 2023

From providing exceptional customer service to offering personalized experiences, we will cover a range of tactics that can help businesses stand out in a crowded marketplace. Ready to take your customer satisfaction to the next level? Building trust is crucial to nurturing customer relationships.

Automotive 52

Automotive Customer Satisfaction Industry Tips 52

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customer Journeys Loyalty Programs 78

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

BirdEye

MAY 3, 2023

Importance of marketing channels for a business B2B vs B2C marketing channels Top marketing channels for your business Frequently asked questions about marketing channels Conclusion Understanding marketing channels (what is it?) It is important to know the distinctions between B2B and B2C marketing channels to create effective strategies.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Amity

NOVEMBER 14, 2018

The sales to customer success handoff is one of the most important intersections in the customer journey. The entire customer journey is critical for long-term success, yet many organizations let their customers fall through the proverbial cracks, and worse still, leave these customers to climb out themselves.

Sales 87

Sales Customer Success Tips Customer Journeys 87

CSM Practice

JULY 6, 2020

Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. It will also help strengthen customer engagement and better customer journeys throughout the crisis. 3. Changing Customer Priorities. 1. Fewer New Prospects. 5. The Shift to Remote Work.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. It will also help strengthen customer engagement and better customer journeys throughout the crisis. 3. Changing Customer Priorities. 1. Fewer New Prospects. 5. The Shift to Remote Work.

Company 71

Company Strategy Tips Customer Success 71

ChurnZero

FEBRUARY 14, 2020

Now, read on to discover how to spread love among your customers and receive it in return. If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. Reclaim the lost art of putting pen to paper to let your customers know it’s real.

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

Retently

JANUARY 13, 2019

Don’t worry, though – we’ve got you covered with useful tips on how to analyze the survey data from your NPS campaigns. When it comes to client distribution, especially in B2B, a different approach would be to also consider the role of those who respond to your surveys. Understand the Net Promoter Score Analysis.

NPS 88

NPS Analysis Report Net Promoter Score 88

Totango

AUGUST 11, 2022

First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Then, we’ll consider why digital client relationships are so crucial for SaaS businesses and offer 14 tips you can quickly implement to help you build these digital relationships.

Tips 109

Tips How To Customer Journeys Net Promoter Score 109

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. What exactly is customer education?

Customer Success 19

Customer Success Customer Journeys e-support How To 19

SurveySparrow

FEBRUARY 22, 2024

And we know how satisfied customers are…they tend to repeat purchases and even advocate for the brand. Moreover, personalized experiences can lead to increased customer lifetime value. Here are some tips to help you personalize the customer experience. What is CRM and retention?

Customer Retention 52

Customer Retention Software Gamification e-support 52

ChurnZero

FEBRUARY 11, 2020

Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. In the session she talked about how to proactively manage B2B customers through onboarding, adoption, advocacy and renewal. Customer Success Around the Web.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

ShepHyken

APRIL 7, 2017

Do you have a standard approach to provide customer support? In essence, customer complaints are the greatest business opportunities. A quick tip is to examine the negative feedback. Prepare a road-map for a successful future. A company should also use technology services to map successful customer journeys.

Poor Customer Service 110

Poor Customer Service Advertising B2B Policies 110

Qualtrics

MARCH 24, 2020

On the flip side, potential buyers love to read customer reviews before buying. A recent G2 study found 92% of B2B buyers are more likely to purchase after reading a trusted review. Let’s take a look at what user feedback can look like and how we can use it to improve our customer experience.

Feedback 22

Feedback Tips e-support Customer Retention 22

ChurnZero

FEBRUARY 7, 2020

To capitalize on this monumental growth, perhaps B2B SaaS should take a page from B2C subscription startups like HelloFresh, Birchbox, and Dollar Shave Club. These brands offer a combination of curation, convenience, cost-effectiveness, and exclusivity that keep customers coming back. Customer Success Around the Web.

Customer Success 64

Customer Success e-support Software Trends 64

Amity

JULY 13, 2016

Chargify - The latest Chargify news plus tips and tricks on how to run an efficient subscription and recurring revenue business. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Subscribe here. View the blog here. Follow Omid on LinkedIn. Subscribe here. View the blog here.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

Chargify - The latest Chargify news plus tips and tricks on how to run an efficient subscription and recurring revenue business. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Subscribe here. View the blog here. Follow Omid on LinkedIn. Subscribe here. View the blog here.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

Chargify - The latest Chargify news plus tips and tricks on how to run an efficient subscription and recurring revenue business. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Subscribe here. View the blog here. Follow Omid on LinkedIn. Subscribe here. View the blog here.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

Chargify - The latest Chargify news plus tips and tricks on how to run an efficient subscription and recurring revenue business. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Subscribe here. View the blog here. Follow Omid on LinkedIn. Subscribe here. View the blog here.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

Chargify - The latest Chargify news plus tips and tricks on how to run an efficient subscription and recurring revenue business. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Subscribe here. View the blog here. Follow Omid on LinkedIn. Subscribe here. View the blog here.

Customer Success 48

Customer Success Consulting Tips Resources 48

Chattermill

MAY 12, 2019

We like this one because Pennington challenges readers to rethink the traditional customer experience and serves as a positive conversation piece that gets the ball rolling. Pennington doesn’t dive into things like cross-channel alignment or journey mapping. Made in America by Sam Walton.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

SurveySensum

AUGUST 7, 2023

Struggling to make B2B customers happier? – You must not only meet but exceed your customer’s expectations. It’s time to unleash the potential of your B2B customer experience. Know your Customers Have you fallen into the trap of oversimplifying customer needs, focusing only on product quality and price?

B2B 52

B2B Customer Experience Marketing Customer Centricity 52

Retently

MARCH 14, 2023

NPS surveys focus on existing customers who have already purchased and used the product to measure their loyalty and satisfaction with the brand, including customer service, UI/UX, operations, etc. Timing Product reviews are gathered after a customer purchases and engages with the product.

NPS 146

NPS Comparison Survey Net Promoter Score 146

Heart of the Customer

JUNE 3, 2022

As Heart of the Customer’s CX Practice Lead and a long-time marketing research practitioner, I’m always focused on gathering the most accurate data to answer the problem at hand. Why is the customer retention rate lower than projected for certain product lines? Why are sales lower than anticipated?

Customer Retention 78

Customer Retention Sales Data Customer Journeys 78

ClientSuccess

APRIL 19, 2019

In this post when I refer to the term “engagement model”, I’m referring to the process in which your organization approaches the management of the customer during their journey post sales. Typically in the Software as a Service (SaaS) model there are two high level parts of the customer journey. Low Touch Onboarding.

Customer Success 44

Customer Success Engagement Resources Software 44

SmartKarrot

JUNE 7, 2021

Working with partners can improve your operations and provide services that are beneficial to customers. In customer success, you can manage post-sales and improve the customer relationship. Technology companies can scale up their customer success function and drive better customer engagement while reducing churn.

Customer Success 10

Customer Success ROI B2B NPS 10

ChurnZero

JUNE 28, 2019

No matter the depth of your client relationship, or your Tetris skill level, mistakes can result in immediate and profound consequences. The same can be said when it comes to the complex nature of many B2B SaaS products. A customer who lacks a product fit is less likely to be upsold or renewed.

Customer Success 49

Customer Success B2B Customer Retention Entertainment 49

ijgolding

APRIL 21, 2015

To truly transform, individuals and companies need to constantly learn from others – others who are further ahead on the journey as well as external partners who have the skills and capability to help them achieve their goals. Historically, typical supplier/ customer relationships were “at arm’s length.” But are Suppliers?

B2B 120

B2B Competitive Advantage Customer relationships Customer Centricity 120

Kustomer

DECEMBER 2, 2021

Customers just want to feel listened to and helped rather than dismissed as soon as their problem is resolved. CX efforts don’t stop as soon as the agent provides a solution, rather, they should be sustained throughout the duration of the company and customer relationship. And this can be B2B or B2C. They just leave it.

Marketing 98

Marketing Social Media Customer Experience Brands 98

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. One more hint: Voice-of-customer <> NPS!

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. A Complete Guide of Tools, Tech & Tips. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase.

Tools 189

Tools Customer Service Tips Omni-Channel 189

SmartKarrot

MARCH 3, 2022

As per a survey, 80 percent of B2B customers hope that businesses understand their needs and align according to them. The more important aspect is customers are now well-aware of product choices and brand options. Customers are also happy if they get more self-serve options as opposed to ticket-based support.

Examples 10

Examples Apparel Social Media B2B 10

ChurnZero

APRIL 12, 2019

During this webcast we also learned: The key aspects of customer-centric business practices (e.g. organizational accountability for Customer Experience, Voice of Customer (VOC) feedback loops, with examples and best practices. These teams are responsible for the tactical realization of value for the customer.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

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. The trust and following of over 27,000 members in the Customer Success Community on LinkedIn is just the tip of the iceberg for Mikael. Jeanne Bliss. Jay Nathan.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

MARCH 24, 2021

Such conversation between customer and customer care would be fruitless until you try to cover the entire gamut of customer’s domain, i.e. through A1 and B1 rather than a, b, c, or d. Few Tips on Increasing the Quality of Conversation with a Customer. Relationship develops over time.

Self Service 10

Self Service Customer Relationship Management CRM Customers 10