Beyond Philosophy

NOVEMBER 10, 2014

Your existing customers are far easier to upsell. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. A B2B Telecom reduced costs by 36% and increased revenues by 7%. So, there you have it.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

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

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

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

Totango

OCTOBER 2, 2020

By considering each stage of the journey as a unique customer experience that comes with its own goals for achieving success, you can generate customer momentum and reduce the time to value — and the sooner customers experience ROI, the sooner they begin to rely on your product. Target Audiences with Accuracy.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Growth Stage SaaS.

Customer Success 52

Customer Success Net Promoter Score Multi-Channel ROI 52

ClearAction

DECEMBER 31, 2015

” Customer Experience Governance: Do This, Not That. “Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). .” ” Exploring the Elusive ROI of Customer Experience Management.

Customer Experience 63

Customer Experience ROI Government Sports 63

BirdEye

NOVEMBER 20, 2023

It’s an organic way that leverages the power of word-of-mouth — the most credible form of advertising — to grow your customer base. When it comes to B2B companies, the conversion rate for referrals stands at 11%, surpassing the average across all industries. Is referral marketing suitable for B2B businesses?

E Commerce 63

E Commerce Marketing Multi-Channel E-support 63

delighted

MARCH 15, 2019

If you’re capturing feedback from the right people, at the right time, through the right channel, you’ll be able to make meaningful improvements to your customer experience that will differentiate you from your competitors and lead to revenue growth. Sample B2B Customer Experience Lifecycle Milestones for Transactional Feedback.

Net Promoter Score 75

Net Promoter Score NPS Touchpoint Feedback 75

SurveySparrow

APRIL 11, 2021

Lead Scoring: In this, you assign points to leads based on specific parameters. The points are to indicate the leads that are closest to becoming your customers. Based on the points assigned, you will have a clear understanding of what to do with the lead at this point. These are also referred to as engagement metrics. .

Social Media 98

Social Media Metrics Webinar Demo 98

Waypoint Group

SEPTEMBER 12, 2018

I wish I could just say something like “30” but it’s not that easy in B2B. The key metric, especially for growing B2B companies, should be an accelerated rate of profitable growth. Remember, unlike B2C companies there are few opportunities to “promote” a B2B provider. There are costs involved to improve (i.e.

NPS 40

NPS Net Promoter Score B2B Financial 40

ChurnZero

JULY 9, 2020

Just look at B2B bemouths like Salesforce, Moz, and HubSpot. These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. How do you decide if a customer is the right fit? Demonstrated ROI – does the customer have proven results?

Marketing 64

Marketing Webinar Reference Events 64

Lithium

AUGUST 8, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). Social Marketing Champion.

2018 40

2018 B2C Social Media B2B 40

Lithium

AUGUST 8, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). Social Marketing Champion.

2018 40

2018 B2C Social Media B2B 40

Lithium

AUGUST 8, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). Social Marketing Champion.

2018 40

2018 B2C Social Media B2B 40

Lithium

SEPTEMBER 20, 2018

Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. ROI, sales revenue). B2B Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. ROI, sales revenue). B2B Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. ROI, sales revenue). B2B Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. ROI, sales revenue). B2B Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Amity

SEPTEMBER 25, 2017

Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. In parallel, we created an API Support team, and we launched Customer Success about 1 year and a half ago. As a team, we’re heavily focusing on evolving the product and our practices to grow with the customer base.

Customer Success 0

Customer Success B2C NPS E-support 0

Waypoint Group

MARCH 3, 2015

I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program? Our executives want to understand the ROI from the effort and this will help.” Especially when starting out, NPS on its own is a severely lagging metric.

NPS 60

NPS Net Promoter Score Metrics Measurement 60

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. . Probably not.

Customer Retention 52

Customer Retention Metrics Measurement B2B 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

Amity

SEPTEMBER 25, 2017

Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. In parallel, we created an API Support team, and we launched Customer Success about 1 year and a half ago. As a team, we’re heavily focusing on evolving the product and our practices to grow with the customer base.

Customer Success 60

Customer Success B2C NPS E-support 60

Gainsight

JUNE 28, 2021

A key part of this strategy is to build and use customer health scores, a functionality Gainsight created in its own customer success platform for all its customers. This blog will help you address the whats, whys, whens and hows of designing or redesigning your customer health score. Tracking outcomes is really key.

Measurement 59

Measurement ROI Demo Customers 59

BirdEye

MAY 13, 2024

Additionally, audience insights tools can provide information on customers’ beliefs, values, lifestyle preferences, cultural insights, etc., Segment the target audience base How you sell the same product to someone in Texas vs. someone in New York will differ considerably. enhancing the depth of your marketing approach.

58

58

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. This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods.

Marketing 93

Marketing Social Media B2C Advertising 93

Waypoint Group

OCTOBER 7, 2015

While understanding a “typical” score for a company in your industry can be interesting, it shouldn’t be a benchmark to base decisions about customer success. Here are several key reasons why external benchmarks have no foundation in B2B customer success. Will it make you want to strive for a better score?

Customer Success 40

Customer Success 2015 Reference ROI 40

SmartKarrot

MAY 10, 2021

Role: Customer Success Manager – Strategic Location: Remote, United States Organization: Premier Group Recruitment As a Customer Success Manager, you will be actively serving a portfolio of assigned North American accounts including major consumer, prosumer, and B2B brands.

Customer Success 10

Customer Success Roadmap ROI Workshop 10

SmartKarrot

JUNE 30, 2020

So, what drives a happy relationship with your customers and keeps them sticking with you through thick and thin? It is customer success, no doubt. Thus, in a way, customer success management is measurable. Every customer success metric tells you something unique. What’s right for your customers is good for you.

Customer Success 10

Customer Success Metrics Reference Measurement 10

SmartKarrot

MAY 19, 2021

In the SaaS industry it is known that customers have high expectations. There is increased focus by companies on protecting their customer base and improving outcomes for them. B2B customers prefer a personalized experience and nearly 65 percent of them will leave if you don’t deliver as per their expectations.

Customer Success 10

Customer Success B2B Customer Satisfaction Communication 10

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

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

SmartKarrot

JUNE 7, 2022

Influence future lifetime value through increasing product adoption, customer satisfaction, and overall health scores. Assist new business growth through greater advocacy and reference-ability of the customer base. Help drive Customer Education strategy through needs identification. Apply here: [link].

Customer Success 3

Customer Success Roadmap Customers ROI 3

CustomerSuccessBox

JUNE 8, 2021

Manage all aspects of client onboarding, including gathering information from customers, conducting training and initial account setup. Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase product ROI. Own Key Metrics.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

ChurnZero

JANUARY 26, 2021

Through this partnership, we create customer advocates in the market who will provide references and referrals, we renew customers at higher rates, and we have the opportunity to expand revenue by selling additional products and services into our existing customer base. Customer Success Around the Web. Key Result.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98