Kustomer

JANUARY 21, 2021

With the masses flocking to online business, especially in times of COVID-19, those involved with customer service and business-to-business companies have had to completely rethink the customer experience. Adding that humanizing element to every CX interaction has proven to be very effective in customer engagement and satisfaction.

B2B 95

B2B B2C Customer Centricity Sports 95

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. Lessons learned over the last year from the Customer Success community. An overview of the current B2B SaaS market and valuation drivers. Customer Success Around the Web. appeared first on ChurnZero.

B2B 98

B2B Webinar 2004 2020 98

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. This is about feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

West Monroe

NOVEMBER 18, 2021

The shift of main buyers of tech solutions going from IT to the business users and leaders, plus the general shift to a SaaS/Subscription models, have introduced customer engagement dynamics more akin to consumer technology into the business technology setting. B2B subscription services spending is no different.

B2B 40

B2B Marketing B2C Consumers 40

West Monroe

NOVEMBER 18, 2021

The shift of main buyers of tech solutions going from IT to the business users and leaders, plus the general shift to a SaaS/Subscription models, have introduced customer engagement dynamics more akin to consumer technology into the business technology setting. B2B subscription services spending is no different.

B2B 40

B2B Marketing B2C Consumers 40

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

CSM Magazine

FEBRUARY 16, 2016

Other benefits highly rated by respondents include enhanced revenue, improved customer advocacy, expanded market share and competitive differentiation. More than 70 percent of respondents from mature companies believe that enhancing customer loyalty is their organization’s primary goal compared to only 39 percent of less mature companies.

Competitive Advantage 40

Competitive Advantage B2B Customer Engagement Engagement 40

ERDM

JUNE 10, 2019

Hope these insights are helpful: If your key metrics focus on measuring how many and how much, it's time to expand your metrics to include human data which will tell you why customers are not feeling valued, and how they want you to improve their customer experience with your brand. What they want to be communicated about.

Measurement 40

Measurement Customer Engagement Engagement B2C 40

Influitive

OCTOBER 21, 2015

The most powerful tool B2B marketers have in today’s hyper-connected world is genuine word of mouth from their customers—such as reviews, social media shares and recommendations. In the report, Laura discusses why advocate marketing is critical to the success of B2B companies. Advocate marketing creates value for B2B brands.

B2B 99

B2B Marketing Social Media Advertising 99

Forrester's Customer Insights

MARCH 10, 2021

Our data shows that new logos account for close to 23% of total revenue, while retained business plus growth via upsell and cross-sell account for the rest. How are you protecting that 77%?

Customer Base 61

Customer Base Customers B2B Customer Engagement 61

CX University

MARCH 18, 2024

The company leverages AI and machine learning to create custom and targeted experiences for customers based on their unique preferences, browsing history, and purchase behavior Benefits of Hyper-Personalization The shift towards hyper-personalization offers benefits for both businesses and customers. Customer Retention.

Customer Experience 52

Customer Experience Retail 2023 2022 52

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. 69% of the customer-accounts that didn’t grow (accounts with 0% growth) over the last 4 years were also silent. And by how much?

NPS 40

NPS Financial B2B Feedback 40

Totango

JUNE 17, 2021

Customer segmentation is a method of customizing customer interactions by dividing customers into categories based on specific characteristics. You can segment customers based on virtually any characteristic or behavior, including: User demographics.

Definition 71

Definition B2B Customer Journey Mapping Customer Journey 71

Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . Episode Overview. About Rachael.

2007 0

2007 B2B Leadership Events 0

BirdEye

MARCH 10, 2022

84% of B2B decision-makers start the buying process with a referral. According to Nielsen, only 33% of customers trust online ads. For B2B companies the average conversion rate for referrals is 11%. Referral programs use your happy customers as a funnel to create increased brand awareness. B2B v B2C Marketing.

Marketing 98

Marketing B2C Reference Social Media 98

ChurnZero

OCTOBER 5, 2021

Unit economics can become your most powerful weapon to rapidly scale your customer base. The most important feature that you’ll build is the one that signs up the next customer.” Emotional Intelligence for Customer Success – Learn the three key areas that are required to make a great Customer Success Manager.

2021 95

2021 Customer Success B2B Customers 95

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Influitive

MAY 15, 2015

The problem is, many B2B community managers are unsure about how to get started. B2B communities are all about building relationships and trust, which take time to develop. Remember that your community can also act as an early warning mechanism, allowing you to proactively address issues before they affect your wider customer base.

ROI 61

ROI B2B Roadmap Download 61

SmartKarrot

JUNE 2, 2022

Yes, loyalty programs are proven to strengthen customer relations and thus reduce customer churn. However, companies that are already having loyalty programs, especially B2B companies, may face challenges when it comes to participation rates! B2B Loyalty Programs: Enrolment vs. Participation. This blog will help you.

Loyalty Programs 10

Loyalty Programs B2B Loyalty Blog 10

ClientSuccess

FEBRUARY 8, 2023

GRR : gross renewal rate (GRR) measures the percentage of your customers who renew within a given time frame and can be a good indicator of the level of service your team is providing to customers. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. This strategy transforms satisfied customers into brand champions who actively refer new business. It streamlines the process of managing referrals, loyalty programs, and customer feedback, all in one platform.

E Commerce 63

E Commerce Marketing Multi-Channel E-support 63

Influitive

AUGUST 3, 2015

In the B2B software world, it’s a buyer’s market. In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer.

B2B 66

B2B Social Media Marketing Reference 66

ClientSuccess

DECEMBER 21, 2021

GRR: gross renewal rate (GRR) measures the percentage of your customers who renew within a given time frame and can be a good indicator of the level of service your team is providing to customers. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Silo Focus for B2B CXM Governance 2.

Government 62

Government B2B Customer Experience Customers 62

SmartKarrot

AUGUST 17, 2022

If hiring trends at SaaS companies are anything to go by, vacancies for Customer Success Manager (CSM) and Customer Engagement Manager (CEM) are in demand. This write-up clears all doubts around the Customer Success Manager (CSM) and Customer Engagement Manager (CEM). Defining Customer Success Manager.

CEM 10

CEM Customer Engagement Customer Success Management 10

Team Support

DECEMBER 8, 2023

Outline the essential features you require, such as knowledge base capabilities, live chat, omnichannel support, and integrations. Scalability Opt for customer support software that can grow with your business. As your customer base expands, your support needs will likely evolve. Ready to Explore Your Best Options?

Omnichannel 105

Omnichannel Social Media Customer Satisfaction Customer Centricity 105

SurveySensum

JULY 21, 2023

Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base. That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. By doing so, you can nurture lasting relationships and drive customer loyalty.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

Totango

OCTOBER 2, 2020

A business model dependent on new customer acquisition will struggle when companies inevitably try to slim spending down during a downturn. It is an example worth following in the B2B recurring revenue sector. To maximize the efficiency of your customer engagements, segment your customers based on shared characteristics.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

CustomerSuccessBox

DECEMBER 28, 2021

B2B customer segmentation best practices. The best practices outlined below will help you optimize your segmentation schemes so that you deliver a superior customer experience while prioritizing your resources. The post Boost Customer Engagement Through User Segmentation in B2B SaaS appeared first on.

B2B 52

B2B Customer Engagement Engagement Customer Success 52

ClearAction

MARCH 24, 2017

It’s a logical series of effort that generates change that everyone appreciates: customers, employees, and investors. See the Applied Materials example: Strategic Action on B2B VoC ). Earning customer engagement is more profitable and sustainable than the “resource hamster wheel” of enticing customer engagement.

ROI 48

ROI B2B Metrics Culture 48

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. COVID-19, as with all major market disruptions, can lead to customer behaviors that seem hard to comprehend from afar.

Customer Retention 63

Customer Retention Customer Success B2B Customers 63

CustomerSuccessBox

JUNE 20, 2022

Tools like Slack and Zoom for example have gained immense popularity across B2B organizations to support this. Recording, tracking, and managing customer interactions and tasks along with general success account planning in this building phase can also be done quite effectively given the lower volume of customers by using spreadsheets.

Customer Success 52

Customer Success Net Promoter Score Multi-Channel ROI 52

Education Services Group

OCTOBER 4, 2022

Each ties directly into the design of your customer engagement strategy in separate yet complementary ways. Number one and number two in the Customer Success Maturity Model. Tiering is the process of organizing those customer segments you created in number one into their appropriate engagement models.

2022 52

2022 Customer Success Financial Engagement 52

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Experience B2C Social Media 52

ChurnZero

JANUARY 4, 2024

“The landscape of customer success will shift significantly, with a heightened emphasis on commercialization,” says Growth Molecules founder and managing partner Emilia D’Anzica. ” Meanwhile, customer success teams will continue to struggle with scalable customer engagement, predicts Donna Weber.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Waypoint Group

MAY 8, 2018

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring. But because today’s popular CHS methods generally rely on sophisticated modeling that is unique to each business, most “Customer Success” practitioners have found such scores to be incomplete, misleading, and difficult to action.

B2B 40

B2B Reference Books Download 40