ChurnZero

JANUARY 5, 2022

Several factors drive CS, including onboarding and training, customer fit, product usage, and return on investment. This can be achieved through a Net Promoter Score (NPS)® , Customer Effort Score , Customer Satisfaction (CSAT) Score , or a customer health score.

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Thematic

AUGUST 7, 2019

We’ve also created spreadsheets just for you that you can use to calculate two financial models: the impact of Net Promoter Score (NPS) on company revenue and on customer acquisition costs. As I later learned, in the business world, ROI or Return on Investment calculations play a similar role. Get creative!

ROI 123

ROI NPS Metrics Financial 123

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 109

B2B Loyalty Net Promoter Score B2C 109

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. Customer satisfaction metrics, such as Net Promoter Score.

Customer Journeys 104

Customer Journeys Customer Success Net Promoter Score B2C 104

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. As a B2B company, you still have clients and a client journey even though you sell to other businesses rather than consumers directly, as in the B2C world. However, it also applies to B2B businesses. Then comes the adoption stage.

B2B 10

B2B Customer Journeys How To Net Promoter Score 10

SmartKarrot

APRIL 23, 2020

Customer experience (CX) roles tend to be more common in the business to consumer (B2C) market, while Customer Success (CS) roles are more popular in the business to business (B2B) sphere. It’s a measure of all the actions you take to help customers accomplish their goals for investing in your platform in the first place.

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10

Wootric CX Blog

OCTOBER 7, 2020

Wootric is ranked #1 in ROI (Return on Investment). In the G2 report, Wootric averages 9 months to return on investment, versus an average of 19 months for the experience management category. Wootric also outperforms the category on all satisfaction measures including ease of use.

ROI 52

ROI Report Net Promoter Score Effort Score 52