TeamSupport

JULY 27, 2018

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers?

Customer Relationship Management 40

Customer Relationship Management Customer relationships B2B Customer Success 40

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? How Beneficial is the Voice of Customer Framework?

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? How Beneficial is the Voice of the Customer Framework?

B2B 52

B2B Net Promoter Score Effort Score NPS 52

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. B2B SaaS Touchpoints When to Conduct the Survey? But fear not!

B2B 52

B2B Survey Customer Experience Touchpoint 52

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. That’s the transformative potential of harnessing customer feedback, and in the year 2023, it’s not just an option – it’s an imperative. But is it worth it?

B2B 52

B2B Tools Feedback Multi-Channel 52

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software?

B2B 52

B2B Software Feedback NPS 52

Kustomer

MAY 7, 2021

They have the unique opportunity to invoke positive feelings within your customers — feelings that can help develop stronger, longer lasting relationships. Whether you’re a B2B, B2C or D2C business, focusing on nurturing customer relationships will pay dividends.

Customer relationships 76

Customer relationships B2C B2B Loyalty 76

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

Team Support

OCTOBER 28, 2020

Managing customer relationships, on the other hand, has been incredibly challenging. For many in B2B, those in-person meetings have been a vital method for building and maintaining rapport, and now they have to use video calls to accomplish the same. “We

Customer relationships 45

Customer relationships Company B2B B2C 45

Team Support

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

Team Support

JANUARY 12, 2021

As we enter 2021 the strategic role of B2B Support must be aligned (or realigned) with overall corporate strategies. Support continues to be the preeminent technical resource for resolving customer issues and advocating for product usability and performance enhancements. Overall support demand grew by 10.6% in 2020.

B2B 86

B2B Knowledge Base Resources Report 86

Team Support

JUNE 23, 2020

How well do you really know your customers? It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. But what about prospective, or future, customers? Yes, it absolutely is. Or, “Time for a chat?”

B2B 98

B2B e-support Sports Social Media 98

Team Support

SEPTEMBER 8, 2020

Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. In other words, effective B2B support forms the foundation for long-term successful customer engagements. Customer contact with Support identifies top features customers want.

B2B 64

B2B Effort Score Customer Expectations Customer Satisfaction 64

Team Support

JUNE 1, 2021

And it still holds true today, particularly in B2B environments, although it may look a little different today than it did back when (quarterly business reviews over a Zoom call versus a two-martini lunch, for example). Here are five ways you can foster lasting B2B relationships based on trust.

B2B 59

B2B Touchpoint Customer relationships Customers 59

Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Training Resources 81

Team Support

MAY 19, 2020

The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. The second type thinks B2B customer support is a profit center. Cost center : A B2B support team is only doing their job well when a ticket queue is empty. There are two types of people in the world.

B2B 64

B2B Self Service Wait Times Touchpoint 64

Think Customers

AUGUST 30, 2021

In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon. After all, a truly good sale is about relationships, not products. Where you go from there is up to you.

B2B 59

B2B Sales CRM Video 59

Team Support

AUGUST 17, 2020

There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. The second thinks B2B customer support is a profit center. Ticket management (email and form).

B2B 59

B2B Self Service Software Customer relationships 59

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. Let’s walk through this guide to know more about upselling strategies that you need for your B2B SaaS business. Why are B2B SaaS upselling strategies important? But, is that as easy as it sounds?

B2B 52

B2B Strategy Effort Score Tools 52

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Recognize that customer emotions apply. Manage different customers differently.

Customer Experience 155

Customer Experience Management B2B B2C 155

Team Support

JULY 27, 2020

You’ve determined that e-mails and spreadsheets are no way to manage support interactions. Based on our eBook, B2B Customer Support: From Discovery to Onboarding and Beyond , once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider.

B2B 64

B2B e-support eBook Software 64

Influitive

OCTOBER 30, 2015

Chandar says this will create a genuine, emotive connection that is key to building successful long-term customer relationships. Focus on customer interaction. Today’s customers have lots of choice, and since most B2B services run on a subscription basis, customers can cancel at virtually any time.

Customer relationships 79

Customer relationships Video Engagement Marketing 79

Team Support

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business.

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

InMoment XI

JANUARY 24, 2011

Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships.

B2B 200

B2B Customer Voice Customer relationships Interaction 200

InMoment XI

JANUARY 24, 2011

Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships.

B2B 200

B2B Customer Voice Customer relationships Interaction 200

InMoment XI

JANUARY 24, 2011

Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships.

B2B 200

B2B Customer Voice Customer relationships Interaction 200

Natalie Petouhof

JUNE 27, 2017

Tweet Customer-centric strategies have been the mainstay of B2C companies like Amazon and Google. But today B2B the landscape of business-to-business relationships is changing. This is why the emerging battle in B2B will be fought on the smart combining of digital and non-digital transformation to improve customer experience.

Customer Centricity 49

Customer Centricity B2B Strategy Self Service 49

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

Influitive

FEBRUARY 14, 2019

They’ll even drive three hours to a fellow customer’s office just to help them set up the optimal IT environment—all based off interactions in HPE’s online B2B community. The post How To Build A Thriving Online B2B Community, According To Jennifer Susinski From HPE appeared first on Influitive.

B2B 71

B2B How To Interaction Examples 71

Team Support

APRIL 28, 2020

For the third and final part of our three-part series ( Part 1 and Part 2 ) on building and maintaining strong relationships with customers who prefer live chat, we’re going to look at an area some companies forget to evaluate entirely.

B2B 59

B2B Self Service Touchpoint Conference 59

Lumoa

MAY 5, 2022

It is therefore smart to look at customer experience strategy and brand strategy together if you want to build a stronger position in people’s consciousness. It can open up new opportunities, additional sales and long-term customer relationships. In This Article: What is Customer Experience?

Strategy 277

Strategy Customer Experience How To Analysis 277

CustomerSuccessBox

SEPTEMBER 15, 2021

Customer success isn’t that complicated. In simple words, SaaS customer success expert Lincoln Murphy says, Customer success is simply ensuring that your customers achieve their Desired Outcome through their interactions with your company. It’s here that customer success comes in. Customer Retention.

Customer Success 52

Customer Success B2B Net Promoter Score Competitive Advantage 52

SurveySensum

JANUARY 8, 2024

SaaS B2B Automotive NBFC Is It Poor Form to Receive Surveys from Multiple Departments Within the Same Company? For example , the younger demographic is more accustomed to frequent digital interactions, while the older audience prefers less frequent surveys. B2B SaaS B2B SaaS Touchpoints When to Conduct the Survey?

Survey 52

Survey Feedback Automotive B2B 52

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

Kustomer

APRIL 5, 2021

But as soon as you identify your goal, it’ll become clear that your organization won’t be successful without access to customer history, and you’ll instantly know what about the customer’s history is most valuable to understand. Let’s think of customer relationships more broadly. Customer History for B2B Organizations.

B2C 101

B2C B2B Loyalty Customer relationships 101

TeamSupport

AUGUST 3, 2018

For your customer success team to thrive, they need to have the right solutions in place and also the knowledge of how to efficiently utilize these resources. Here are six ways companies are using B2B customer success solutions to crush the competition….

Self Service 56

Self Service B2B Customer Success B2C 56

ECXO

SEPTEMBER 30, 2023

Our passion fuels our dedication, making every interaction a meaningful one. Together, we’re not just celebrating CX Day, but creating a culture where exceptional experiences in both B2B and B2C as H2H are at the heart of everything we do. Discover the power of a customer-centric culture for sustainable business success.

Meeting 98

Meeting Customer Centricity B2C Culture 98