Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

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 83

B2B Net Promoter Score Self Service Social Media 83

Team Support

JULY 27, 2020

This proves particularly important with B2B (business-to-business) relationships using an MRR (monthly recurring revenue) model since those customers tend to be higher value, thus more critical to retain. The buying cycle is typically longer as well, which makes it more difficult to fill a revenue gap if a customer is lost.

B2B 90

B2B Strategy Customer Success Software 90

Team Support

JULY 14, 2020

But with the right B2B (business-to-business) customer support software, it’s easy for support, sales, and product development teams to all have full visibility into the history of the customer, what products they are using, and what communication has occurred throughout the relationship. Sadly, they do.

B2B 59

B2B System Software Customer Service Representative 59

InMoment XI

JULY 13, 2022

Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. What Is Net Promoter Score?

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 103

ROI Software B2B System 103

TeamSupport

JULY 27, 2018

It's about managing your relationships with your customers, and in B2B (Business to Business) this means the entire customer. To use another, perhaps more current, term for this - it's about customer success, or putting the success of your business customers as the top priority.

Customer Relationship Management 45

Customer Relationship Management Customer relationships B2B Customer Success 45

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

Totango

MARCH 27, 2020

How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success. Improving CLM with Adaptive CS Technology.

B2B 83

B2B Customer Journeys Net Promoter Score Management 83

TeamSupport

JULY 27, 2018

It's about managing your relationships with your customers, and in B2B (Business to Business) this means the entire customer. To use another, perhaps more current, term for this - it's about customer success, or putting the success of your business customers as the top priority.

Customer Relationship Management 40

Customer Relationship Management Customer relationships B2B Customer Success 40

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers.

Customer Success 98

Customer Success B2B Metrics Strategy 98

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

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

Self Service 56

Self Service B2B Customer Success B2C 56

Gainsight

FEBRUARY 9, 2023

And as you can tell by the chart, the runaway winners in the minds of most executives are: Expansion and Cross-sell: Want to reduce customer acquisition cost (CAC) ? Sell to your existing customer. Automating Customer Success (CS): Can’t add more Customer Success Managers ( CSMs)? B2B and B2C.

Customer Success 52

Customer Success B2C Customers Strategy 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 108

B2B CRM Software B2C 108

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. In our field, the composition of Customer Education teams can vary wildly. Maybe both?

Customer Success 52

Customer Success Management Effort Score Training 52

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR. It starts by understanding why customer success is important.

Customer Success 52

Customer Success Effort Score B2B Customers 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

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. B2B sellers understand they need to change yet face challenges to creating successful digital-first sales experiences.

B2B 59

B2B Sales CRM Video 59

Think Customers

MAY 1, 2024

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. Enterprises often require such complex systems to manage their operations effectively, and these platforms provide an all-in-one solution.

ROI 52

ROI Software B2B System 52

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. The Value of Customer Support. Learn more at servicexrg.com.

B2B 64

B2B Effort Score Customer Expectations Customer Satisfaction 64

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Lincoln Murphy. Aaron Thompson. Alex Farmer.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

Self Service 40

Self Service B2B Customer Success B2C 40

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion?

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion?

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. So it’s complicated for the customer.”

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

CustomerSuccessBox

NOVEMBER 23, 2021

The SaaS industry has realized how important Customer Success and user retention are. To achieve long-term growth, customer success teams need the best software that helps them know their customers well and satisfy them. CustomerSuccessBox is rated as the Top Customer Success Software by G2.

Software 52

Software Customer Success B2B Touchpoint 52

CustomerSuccessBox

DECEMBER 31, 2021

Customer Success (CS), although not a new profession, is still a foreign concept to many. To add to that confusion and complexity, CS roles come in different shapes and sizes like customer managers, customer success associates, etc. What is a Professional Service in B2B SaaS industry?

Customer Success 52

Customer Success How To B2B Consulting 52

CustomerSuccessBox

APRIL 19, 2022

One of the key drivers for growth in the B2B SaaS industry is the customer success based business models. So, as an enterprise, you’d require an ‘ Enterprise Customer Success Management ‘ system in place! 6 Logical Factors involved in Enterprise Customer Success Management.

Customer Success 52

Customer Success Management B2B Software 52

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. For this, it is useful to use numerical rating systems in questions. Methodology. Types of Rating Scales.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

ChurnZero

JUNE 16, 2020

Sessions talked about how to adapt your customer comms strategies and examine how you can keep your loyal advocates engaged in your product through adopting a customer-centric mindset, even as you’re switching up your strategies. We pulled together the top ten Customer Success takeaways to share with you here. .

Customer Success 92

Customer Success Customer Retention Customer Centricity Tips 92

CustomerSuccessBox

JUNE 7, 2021

Customer Success is all about: ensuring your customers attain their desired outcome while using your product. Additionally, Customer Success informs strategy; it helps companies understand the customer lifecycle and experience better so they can improve it. Alternatives to Customer Success platform.

Customer Success 52

Customer Success Effort Score Exceptional Customer Service B2B 52

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

Gainsight

MAY 17, 2023

Pulse 2023 opened today, and with it, the community of thousands of Customer Success (CS), Product, and Community professionals set in motion the next era of our industry: Digital Customer Success (DCS). Customers are navigating a disjointed web of communications and digital experiences.

Customer Success 52

Customer Success Self Service Conference Resources 52

Hero Digital

APRIL 15, 2020

And put processes and systems in place that will allow you to quickly spot trends and adjust course Constant communication : People don’t trust what they don’t understand — and right now, you need your leadership team to trust your plans. Read Keep Your Customers Close with ABM to get inspired. Marketing: The unifier.

B2B 52

B2B Marketing Guidelines Advertising 52

CustomerSuccessBox

JULY 29, 2022

Keeping track of all of these interactions might be difficult, but good communication and making customer data open and available throughout the business guarantee a great customer experience. In order to streamline, standardize, and support Customer success initiatives, you must create an efficient customer success workflow.

Customer Success 52

Customer Success Management How To Customer Journeys 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial. 6 Focus areas for a Customer Success Team or a Customer Success Leader.

Customer Success 52

Customer Success ROI Measurement Metrics 52