Waypoint Group

NOVEMBER 6, 2014

Working with B2B clients over the years, we’ve prided ourselves in producing actionable and unique deliverables. There were no B2B customer success technology vendors in the market that could offer our account-level insights and relationship reporting. Unique account-based reporting. TopBox delivers….

Meeting 53

Meeting B2B Comparison Guidelines 53

Waypoint Group

OCTOBER 17, 2019

Implementing Waypoint Group’s TopBox TM Customer Engagement platform, Reciprocity realized significant benefits within just 12 months: 50%+ increase in CSM team productivity. Metrics to gauge product improvement plus customer experience and satisfaction. Customer responses are extremely powerful!”.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Totango

OCTOBER 13, 2020

Customers who become advocates stimulate enterprise growth and drive value. The Impact of Turning Customers Into Advocates. B2B buyers have a complex and formal buying process, involving multiple people across departments. Gather Customer Sentiment Regularly. Personalize All Communications .

Strategy 62

Strategy Effort Score B2B Customer Success 62

Waypoint Group

JANUARY 23, 2015

When logging into a SaaS vendor, B2B employees need to get right to the point. There’s no time to mess around with formalities, clicking through a complicated web of buttons to get answers or generate a report. Response rates are a strategic metric to track when collecting customer feedback and can be quite telling.

B2B 40

B2B NPS Guidelines Metrics 40

Totango

OCTOBER 8, 2020

In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs. Learn from Customers. Adjust and Iterate Your Process.

Customer Retention 63

Customer Retention How To Customer Success B2B 63

Daniel Group

SEPTEMBER 1, 2019

While there’s usually nothing wrong with an 8, Bain & Company, the developers of NPS, report that over 80% of referrals come from customers who score 9 or 10. We’ve found this metric to hold true in our own experience conducting voice-of-customer surveys in B2B industrial markets.

Loyalty 53

Loyalty Net Promoter Score NPS System 53

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. B2C and B2B businesses can both use VoC programs.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

ijgolding

NOVEMBER 13, 2018

In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive.

B2B 185

B2B B2C Automotive Retail 185

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Customer churn is the opposite of retention. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Customer churn is the opposite of retention. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. GM & SVP, Global Customer Success - CA Technologies. Brandon Hickie.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Assignment & ownership.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

ClearAction

MAY 18, 2017

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. Design CX metrics as a value chain. Go beyond real-time data and actioning to preventing recurrence of chronic issues for your whole customer base.

ROI 54

ROI Feedback Survey Financial 54

CloudCherry

DECEMBER 1, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. Customer experience involves everyone’s voice.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

CloudCherry

OCTOBER 30, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. Customer experience involves everyone’s voice.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

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. Melinda Gonzalez. Morika Georgieva.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Dennis Wakabayashi. Jeanne Bliss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Dennis Wakabayashi. Jeanne Bliss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

AUGUST 21, 2016

Using this analogy, here’s a picture of organizational adoption of customer experience excellence from Applied Materials, where I led transformation as Voice of Customer Manager, Customer Satisfaction Improvement Manager, Head of Corporate Quality, and Director of Marketing: Let’s talk about that engine.

Customer Experience 48

Customer Experience Financial B2B Trends 48

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The shift to becoming customer-centric requires you to unlock customer value.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The shift to becoming customer-centric requires you to unlock customer value.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

GetFeedback

NOVEMBER 4, 2019

When you listen to your customers effectively, you can prioritize action items and showcase the impact customer feedback has on the bottom line. . However, as Forrester has noted in its recent report on the market , VoC is still at an “immature” point in its development. Insight sharing and collaboration is critical.

B2B 150

B2B Company Effort Score Multi-Channel 150

SmartKarrot

JANUARY 12, 2021

Some ways to measure CX include performance metrics, response rates, renewals, and NPS. Though data is extremely important, there are many aspects of customer experience that go beyond it. The previously mentioned Gartner report also mentions how CX is a great part of value proposition. There are some caveats though.

Customer Experience 10

Customer Experience Chatbots Customer Journeys Omni-Channel 10

Beyond Philosophy

JULY 21, 2022

Pickle #1: How can you increase survey response rates to create a more robust voice of customer data? We’re implementing a Voice of the Customer (VOC) program on a customer platform in a large business-to-business (B2B) organization. In other words, you need to encourage customers to respond.

B2B 88

B2B Survey Hospitality Data 88

InMoment XI

JANUARY 10, 2023

Before you know it, you’ve got different departments using separate technologies and focusing on different metrics—fragmenting your understanding of the customer experience. . Obviously, they have plenty of other departments, and each affects the customer experience to varying degrees (e.g., Said no executive, ever.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324