Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. B2B relationships with customers are often MORE personal than those in B2C.

B2C 137

B2C B2B Customer Experience Culture 137

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 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play.

B2B 52

B2B Feedback Customer Service Self Service 52

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 115

Customer Success Guidelines Social Media Tips 115

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. There must also be a process behind delivering an amazing customer experience. Adoption means loyalty. Make it easy for your customers to adopt your products and services.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

Blake Morgan

JUNE 7, 2022

? ? ? ? ? ? ? ? ? ? ? ? ? ? ?. Customer success and customer service may sound similar. D’Anzica, founder of GrowthMolecules and author of Pressing On as a Tech Mom , has consulted companies across numerous industries on customer success. When customers don’t see value, they’ll switch to the competition. .

Customer Success 52

Customer Success Customer Service Knowledge Base Contact Center 52

ChurnZero

DECEMBER 15, 2020

Criteria Corp’s Customer Success Team (and a few furry friends). Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.). Learn what Patrick Blanton, Vice President of Customer Success shared about his team.

Customer Success 98

Customer Success Customers Metrics B2B 98

ChurnZero

MAY 11, 2021

Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . Companies who monetize Customer Success, see higher Net Promoter Scores (NPS). Customer Success Around the Web. TSIA (@TSIACommunity) May 4, 2021. .

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

InMoment XI

JULY 13, 2022

Having a false image of customer success can be harmful, as issues will go unrecognized and unresolved. #2: Responding to the customers who gave you lower marks is beneficial – both for finding out why they gave lower marks, and saving their business. By starting with an accurate assessment, you can take the right steps.

Net Promoter Score 491

Net Promoter Score Customer Retention Effort Score NPS 491

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

ROI 105

ROI Software B2B System 105

PK

SEPTEMBER 4, 2019

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the B2B buying journey – and ultimately the journey of turning customers into advocates.

B2B 73

B2B Self Service Chatbots B2C 73

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 100

Customer Success Customer Centricity Customer Satisfaction B2C 100

CustomerSuccessBox

MAY 26, 2021

If you start looking online for a Customer Success Platform or a solution you’ll most likely come across a lot of discussion about “B2B SaaS, which might cause you to wonder if Customer Success software is only for Subscription-based, B2B companies. This is where Customer Success comes in.

Customer Success 52

Customer Success B2B Social Media Customers 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., Senior Customer Success (CS) leader VP of Customer Success Head of Customer Success.

ROI 52

ROI Customer Success B2B Measurement 52

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry.

B2B 106

B2B CRM Software B2C 106

Gainsight

JUNE 8, 2022

In Customer Success circles, we practice the belief that when a company has the customer at the center of all that it does, customer outcomes will be achieved. his means that the product or service that a company is providing satisfies customers’ business needs. Who owns the customer onboarding? .

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

CustomerSuccessBox

DECEMBER 6, 2021

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. You get to connect with founders, executives, and investors to help you build your B2B SaaS companies.

Customer Success 52

Customer Success Conference Case Study Contact Center 52

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Prioritizing improvements along the customer journey. Aligning the right Customer Success Manager or Customer Service Representative with the right customer. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Totango

MARCH 24, 2020

Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. Goal-Based, Results-Driven Customer Success.

B2B 59

B2B Management Metrics Customers 59

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business models. In the customer-centered economy, however, retained customers are as good as gold. . How to Increase Customer Retention for B2B Companies .

Customer Retention 64

Customer Retention B2B How To Trends 64

CustomerSuccessBox

SEPTEMBER 20, 2021

The Customer Success industry has grown over the last couple of years and will continue to have immense growth in the future too. So here’s an ensemble of the top 9 customer success podcasts that one needs to subscribe to. Gain Grow Retain: B2B SaaS Customer Success. Women in Customer Success.

Customer Success 52

Customer Success B2B NPS Industry 52

CustomerSuccessBox

JULY 5, 2021

Customer Success remains a must-have strategy across all b2B SaaS companies. While it is no surprise that customer retention is key to survival in the Subscription economy and customer retention can only happen when a customer achieves success. What is Customer Success?

Customer Success 52

Customer Success Customer Retention Return on Investment Customer Journeys 52

CustomerSuccessBox

MARCH 10, 2022

So, what is the difference between a client success manager and a Customer Success Manager ? What is the difference between a client success manager and a customer success manager? The ‘Client Success Manager vs Customer Success Manager’ debate has only one answer-NO!

Customer Success 52

Customer Success Management B2B Customer Centricity 52

CustomerSuccessBox

MARCH 25, 2021

In fact, that is when the customer journey truly begins. In B2B SaaS you spent anywhere between 1 – 3X times the Annual contract value (ACV) as your Cost of Acquiring the Customer (CAC). The goal should be to renew customers multiple times to lower the acquisition cost and increase profitability. IT Services: 81%.

Customer Retention 52

Customer Retention B2B Insurance Rewards Programs 52

CustomerSuccessBox

NOVEMBER 23, 2021

Indeed, with a few clicks, a customer can decide to buy a product from another company. For this reason, the issue of customer loyalty turns out to be unavoidable. But what are the methods and the challenges of this loyalty? What place for customer loyalty in your marketing strategy? Create loyalty programs.

Loyalty 52

Loyalty Net Promoter Score Loyalty Programs Effort Score 52

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

Customer Success 73

Customer Success B2B Tips Consulting 73

Totango

JULY 23, 2019

Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. This is why customer success is critical now. The Role of Customer Success Teams. The Customer Journey .

Customer Success 89

Customer Success Effort Score Customer Centricity Customer Journeys 89

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

Team Support

AUGUST 17, 2022

Improving the customer experience can have a significant impact on customer retention, profitability, and growth. Without a doubt, customer experience absolutely does matter in the B2B space – in many cases even more so than in B2C. So why is there still hesitancy, what gives?

Customer Experience 98

Customer Experience B2B Infographics Customer Centricity 98

CustomerSuccessBox

DECEMBER 28, 2021

The objective is to better convert your prospects and to retain long-term loyalty, all of your customers. We are therefore going to discuss customer segmentation , which is an important step, by explaining to you why it is useful to segment the means at your disposal. B2B customer segmentation best practices.

B2B 52

B2B Customer Engagement Engagement Customer Success 52

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

Bob Hayes

SEPTEMBER 18, 2017

We studied 88 companies that have a formal customer program (e.g., customer experience (46%), customer success (30%), other (24%)) to determine the extent to which they incorporate analytics practices into their program. Most respondents were from the US (86%) and worked in a B2B (50%) or B2C/B2B (42%) company.

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Seaton CX

JANUARY 4, 2024

Although the data don’t specify which departments got the ax, my experience in B2B software tells me these companies are gutting customer support. ” The role of support, the authors conclude, isn’t to increase customer loyalty, but rather to mitigate disloyalty.

B2B 52

B2B Case Study Airlines Roadmap 52