Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 103

Customer Journeys Customer Success Net Promoter Score B2C 103

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Bonus Takeways*.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ProProfs Chat

MAY 6, 2020

They also want to use the accumulated online data to come up with great strategies that help them optimize the customer experience. B2B Customer Experience Statistics. Investing in improved customer experience pays dividends. As one of the customer experience facts, this one definitely leaves us surprised.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

LiveChat

JANUARY 3, 2019

Another thing that was interesting for Mateusz was the level of their customer service. Swift responses (a 30 second response time), professional and friendly agents, and 90% of customer satisfaction. When your business grows, your customer base grows too. It was just great.

Case Study 59

Case Study Chatbots Study Tips 59

Totango

JULY 1, 2022

Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. Finally, we’ll show you how you can leverage customer loyalty to promote B2B referral programs that expand your customer base and increase your revenue. What Is Customer Loyalty?

B2B 108

B2B Loyalty Net Promoter Score B2C 108

SmartKarrot

JULY 7, 2023

White space in business is like a blank canvas representing customers’ unmet needs waiting to be filled. If you are unaware of the processes to find those blank canvases or the ideas to fill those with customer satisfaction, you are lacking something very major. It can be utilized with ease by B2B and B2C businesses as well.

Analysis 10

Analysis Customer Satisfaction Resources Loyalty 10

Retently

APRIL 11, 2023

There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth.

Net Promoter Score 158

Net Promoter Score Survey NPS Customer Satisfaction 158

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 97

Net Promoter Score How To NPS Customer Journeys 97

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 96

Net Promoter Score How To NPS Customer Journeys 96

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 94

Net Promoter Score How To NPS Customer Journeys 94

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

LiveChat

APRIL 20, 2016

Some of the basic factors that MAY influence churn are: Customer satisfaction : the more satisfied customers are with your service, the less likely they are to leave when something goes wrong. Customer delight : this may look similar to customer service but it’s actually a lot more difficult to get.

Effort Score 28

Effort Score Metrics Examples B2C 28

Retently

FEBRUARY 27, 2019

Below, we’ve listed 12 proven tactics to increase your average CLV and generate more revenue from your existing customers. When it comes to customer success, onboarding is the process you should spare no effort on in order to ensure sustainable business growth. Send out customer satisfaction surveys – NPS and CSAT.

Social Media 120

Social Media NPS Omni-Channel Effort Score 120

West Monroe

JANUARY 24, 2022

Companies in many industries are waking up to the fact that traditional processes, legacy technology platforms, and functional siloes—in marketing, sales, finance, and customer success— no longer reflect the way a modern HT&S company can and should operate. Key trends. Taking action.

Software 40

Software Trends Self Service B2B 40

SmartKarrot

APRIL 23, 2020

Customer Success vs Customer Experience: The Difference Between the Journey and the Destination : Customer experience concentrates on touchpoints, while customer success focuses on the end game. Two Customer-Centric Approaches. That goes back to the nature of their purchases.

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10

Retently

DECEMBER 4, 2019

But as a more standard Detractors definition, you can just think of them as dissatisfied customers. There are several customer satisfaction metrics that you can use to identify your Detractors, the top two being – Customer Satisfaction Surveys (CSAT) and Net Promoter Score (NPS) surveys. How to Identify Detractors.

Net Promoter Score 102

Net Promoter Score How To NPS Effort Score 102

SmartKarrot

OCTOBER 12, 2022

It is obvious that your enterprise’s greatest asset is its customer base. Additionally, customers who are pleased and satisfied with your offerings are a powerful force behind the expansion of your company. It may appear that this only applies to B2C companies that conduct direct sales to customers.

B2B 10

B2B Customer Journeys How To Net Promoter Score 10

Talkdesk

JUNE 1, 2016

JASON : The pain in customer satisfaction sneaks up on you. Eventually all of your revenue comes from the base. JOHN : Customer retention is important in itself, but it is also valuable because your customer base can lead to almost a second wave of acquisition. Make sure your customers feel love.

Customer Centricity 40

Customer Centricity Company Marketing How To 40

Bold360

NOVEMBER 21, 2016

She is experienced with companies in the B2B and B2C industry sectors. “While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40