ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. 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

ChurnZero

JULY 8, 2022

“Oh, by the way, what’s your customer retention?” It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. NRR offers the most clear-cut valuation of your customers’ success.

Metrics 98

Metrics Customer Retention Customer Success 2022 98

Help Scout

MAY 13, 2021

Ensuring a positive experience in a B2B relationship delivers improved engagement and, ultimately, a better financial result. So if you’re responsible for a B2B relationship and you’re not already considering B2B customer experience, it’s time to get on board. Consider what the customer needs. drive your customer.

B2B 63

B2B B2C Customer Experience Customer Journey Mapping 63

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. You’re listening to the Customer Service Secrets Podcast by Kustomer. But they really didn’t understand B2B.

B2B 95

B2B B2C Customer Centricity Sports 95

delighted

JANUARY 20, 2022

This post is a guest contribution by Project Manager and B2B Copywriter, Lee Li Fang. No matter what industry a company is in, customer satisfaction is one of the most important measurements of success. The best way to ensure that your company is succeeding in this area is to collect and monitor customer opinions and sentiments.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Customer Bliss

MARCH 28, 2018

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Invest Deeply in Listening to Your Customers. Listening to the customer never stops.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

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. Just as the proverb implies, there is a lot of potential in the assets you already influence.

B2B 62

B2B Customer Success Customer Centricity Voice of Customer 62

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. We have done lots of deals with companies that have a base license rate.

B2B 98

B2B Webinar 2004 2020 98

inmoment

AUGUST 10, 2020

If you’re a practitioner who won support for your B2B experience program and have since implemented it across your organization , congratulations! Luckily, there are several tried-and-true metrics that practitioners can track to justify ROI, and we’re going to hit them all right now: Customer Acquisition Growth.

B2B 52

B2B Measurement ROI Customer Retention 52

Wootric

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. Your metrics should flow from your unique business strategy.

NPS 69

NPS B2B Net Promoter Score E-support 69

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 54

B2B Customer Experience Customer Centricity 2013 54

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

Team Support

MAY 11, 2021

At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products. H istorically, B2B customer support departments have not been thought of as revenue generating. What’s next?

2020 98

2020 B2B Customer Success Metrics 98

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. Measuring the impact of CX.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

BlueOcean

JULY 12, 2018

That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. 60% of B2B clients are emotionally indifferent toward their suppliers. ”. Strategic Partnerships with Contact Centers. “

Customer Care 185

Customer Care Contact Center Competitive Advantage B2B 185

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. Target audience: B2B targets other businesses, focusing on decision-makers and influencers. Table of contents What is digital marketing?

Marketing 93

Marketing Social Media B2C Advertising 93

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

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. Customer Health Score.

Definition 71

Definition B2B Customer Journey Mapping Customer Journey 71

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

Influitive

MAY 15, 2015

The problem is, many B2B community managers are unsure about how to get started. Your roadmap should also include the metrics you’ll use to identify success. There are many quantitative metrics that you can apply to your community if you look hard enough. Look at the numbers. Number of interactions and engagement.

ROI 61

ROI B2B Roadmap Download 61

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

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

BirdEye

MAY 15, 2023

With cold calling, sales reps must get past gatekeepers to gain access to decision-makers, especially in the B2B market. Take a look at some of the top social media platforms that help you leverage social selling to the maximum: LinkedIn Over 80% of B2B leads come from LinkedIn.

Social Media 97

Social Media B2B Multi-Channel Sales 97

Team Support

JANUARY 13, 2023

Tracking customer interactions and retention metrics is another, data-driven approach to understanding the health of your customer base. Surveys and interviews provide valuable qualitative data that can give businesses a deeper understanding of customer satisfaction and needs.

Customer Satisfaction 96

Customer Satisfaction Metrics Loyalty Customers 96

SurveySensum

SEPTEMBER 7, 2023

Since Net Promoter Score is a loyalty metric it is not the right question here. The frequency can vary depending on your industry, customer base, and the nature of your relationships. B2B B2B SaaS Survey frequency: Semi-annually or annually. B2B Manufacturing Survey frequency: Quarterly or semi-annually.

NPS 52

NPS Net Promoter Score Automotive B2B 52

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

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. TopBox is “ customer engagement” and enables a feedback program.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Gainsight

APRIL 14, 2022

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

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. There were — happily!

2007 0

2007 B2B Leadership Events 0

BirdEye

DECEMBER 26, 2023

This blog post is the ultimate guide on brand salience and helps you grow your brand by measuring this important metric. Brand salience is a marketing metric that describes the degree of importance or prominence a brand holds in the consumers’ minds during their buying decisions. Table of contents What is brand salience?

Brands 105

Brands Social Media Competitive Advantage Measurement 105

delighted

FEBRUARY 15, 2021

For Delighted customers with an extremely large customer base, it may not be completely practical to survey each and every person. As a result, it isn’t necessary to survey all customers for larger companies (e.g. Survey sample size. The batch of people who respond to your survey. Sample size vs. population size.

NPS 95

NPS Net Promoter Score Feedback B2B 95

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.

Omnichannel 105

Omnichannel Social Media Customer Satisfaction Customer Centricity 105

Thematic

JUNE 13, 2023

Then, use this information to improve your products and customer service experience. Ultimately, this information can increase customer satisfaction, loyalty, and retention. B2C and B2B businesses can both use VoC programs. Or they might discover that they need to improve their customer service.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Our recommendations follow below.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52