SurveySensum

SEPTEMBER 7, 2023

Well, there are two types of NPS surveys – relationship NPS surveys and transactional NPS surveys. And each of them has a different approach when it comes to understanding and measuring overall customer satisfaction and loyalty. When to Send a Relationship NPS Survey? What does that mean? Sounds a bit much? Let’s dive in!

NPS 52

NPS Net Promoter Score Automotive B2B 52

Team Support

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. That includes determining if the system you choose should be cloud-based (a server hosted in the Cloud) or on-premise (application is installed and maintained on the company's internal servers).

B2B 64

B2B E-support Blog Customers 64

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? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 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? Let’s dive in!

B2B 52

B2B Net Promoter Score NPS Feedback 52

SurveySensum

JULY 21, 2023

Acquiring a new customer can cost you 5-7 times more than retaining an old one. And, in SaaS, on average, it can cost 4-5 times more – The Value of Keeping the Right Customers study by Harvard Business Review You read it right! That’s why here in this blog we will talk about the top 11 B2B customer retention strategies.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

SurveySensum

AUGUST 21, 2023

Are you struggling with retaining your existing SaaS customers? However, the good news is that some have managed to double their revenue through effective customer retention strategies. In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software. You’re not alone.

Customer Retention 52

Customer Retention B2B NPS Demo 52

Team Support

JULY 22, 2020

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. And the likelihood that they will renew?

B2B 52

B2B NPS Customer Relationship Management Customer Relationships 52

Team Support

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not. Agent Ratings: So, how are we doing?

B2B 98

B2B Net Promoter Score 2003 NPS 98

Team Support

OCTOBER 19, 2020

In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. It starts with the cloud. Seven in 10 U.S.

E-support 59

E-support B2B Competitive Advantage Customer Relationships 59

BirdEye

NOVEMBER 7, 2023

Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world. In this blog post, we’ve delved into text abbreviations and their usage. We’ve offered a list of common acronyms for texting and explained how to use them to improve customer experience.

Social Media 116

Social Media Communication ROI Sales 116

Daniel Group

JUNE 19, 2020

You can strengthen your B2B customer relationships from the front-line. Customer loyalty is the key to maintaining your company’s profitability. Here are some practical steps your front line managers can take to keep and build your customer relationships. Please stay safe and well.

Customer Relationships 52

Customer Relationships B2B Customers Loyalty 52

PeopleMetrics

AUGUST 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. Where to Start Your Customer Experience Improvement. But I’m 97.4%

B2B 111

B2B Customer Experience Sales Customer Experience Professionals 111

Team Support

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. It’s bad enough when you lose a customer. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Net Promoter Score NPS 2017 86

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. Establishing Customer Status and Goals.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

SurveySensum

OCTOBER 20, 2023

Have you ever wondered how the most successful SaaS products continue to thrive and meet the ever-evolving customer needs? What strategies help them prioritize features and maintain efficiency in a fiercely competitive landscape? This way, your product stays in tune with what customers want, making it more likely to succeed.

Feedback 52

Feedback Social Media Customer Retention Customer Satisfaction 52

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B 2020 Multi-Channel 62

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Let’s start by understanding the key features a customer retention software must have. And for this, customer support and feedback tools are essential.

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

Team Support

APRIL 23, 2020

This blog post is the second part of our three-part series (the first part is here ) on building and maintaining strong relationships with customers who prefer live chat. In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with customers.

B2B 64

B2B Document Customer Relationships Communication 64

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. Michael Lowenstein, Ph.D.,

B2C 102

B2C B2B Metrics Competitive Advantage 102

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. As a Customer Success Manager (CSM), your job is to help customers derive more value from your product so that they achieve their business goals. Why are B2B SaaS upselling strategies important?

B2B 52

B2B Presentation Customer Success Feedback 52

SurveySparrow

JULY 26, 2023

Two such terms, “Customer Success” (CS) Vs “Customer Experience” (CX), have gained noteworthy attention over time. This blog aims to dispel this ambiguity by shining a spotlight on the unique characteristics, measurements, areas of application, and practical implications of both these essential terms.

Customer Success 52

Customer Success Customer Experience Net Promoter Score Touchpoint 52

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. 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. Learn from Customers.

Customer Retention 63

Customer Retention Customer Success B2B Customers 63

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth.

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113

Beyond Philosophy

SEPTEMBER 13, 2016

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. It’s about hiring the most customer sensitive, proactive staff, training them to be customer focused, and making customer processes as friendly as possible.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

SurveySparrow

FEBRUARY 9, 2024

Every customer who comes to you has a unique story that influences their journey and impacts their purchase decision. Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible? Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible?

Customer Journey 52

Customer Journey Marketing Social Media Brands 52

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based their renewal decisions on emotional connections, financial realities, and the amount of trust they have that a service can deliver sustained value.

Financial 62

Financial Customer Retention Customers Customer Success 62

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? What makes Customer Success unique?

Customer Success 52

Customer Success B2B Consulting Sales 52

Integrity Solutions

JANUARY 18, 2021

Selling Skills and Techniques To Maintain Your Sales Pipeline. Expanding Professional Relationships. After all, if you’re looking for a return to “normal,” you’re out of luck. It’s also clear that the shift to a remote sales model isn’t just a temporary fix. New Sales Pipeline Strategy. Meanwhile, there’s lost ground to make up.

2021 126

2021 2020 Sales Social Media 126

PeopleMetrics

MAY 7, 2015

Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact? Trust in the Customer Experience. Employees must trust that their peers can deliver for customers. And in doing so, we can affirm our customers’ faith in the way we do business.

Customer Experience 94

Customer Experience Net Promoter Score B2B Telecommunications 94

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Review and Enhance Features.

B2B 62

B2B Customer Success Customer Centricity Voice of Customer 62

Avaya

MARCH 17, 2019

Your prospective customers do copious research on your company before they contact you. Once you welcome a new customer, you’ll find they have high expectations for exceptional service. Positive experiences improve sales revenue, customer loyalty, and brand value. So, what happens if expectations aren’t met?

Brand Values 52

Brand Values Brands Customer Experience Contact Center 52

Optimove

JANUARY 3, 2023

2022 has been a whirlwind of a year for both B2B and B2C brands out there. 6 – Go from campaign-led marketing to customer-led marketing. Customer-led marketing has one basic rule: start every marketing action with the customer. Hello, 2023! Large, medium, and small enterprises included. Let the countdown begin. #6

B2C 59

B2C Marketing 2023 Multi-Channel 59

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. At the same time, a 5% increase in customer retention rates can increase profits by up to 95%.

Customer Retention 88

Customer Retention Customer Success Feedback B2B 88

BirdEye

SEPTEMBER 12, 2023

This blog post details the top social media best practices a business needs to use social media to its full potential. Social media marketing is important for businesses of all sizes as it helps you reach your target audience, build relationships, and foster a community that aids brand recall efforts. Who are your customers?

Social Media 105

Social Media Measurement Brands Leadership 105

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Success Reference 97

Integrity Solutions

JULY 9, 2019

The greatest opportunity for moving the needle on customer loyalty—that critical factor for driving long-term growth and maintaining a competitive edge—isn’t going to be found in a piece of technology, or even a new product or feature. Neither dissatisfied nor rationally satisfied customers will have any loyalty to your organization.

Loyalty 55

Loyalty Sales Customer Centricity Culture 55