Lumoa

JUNE 30, 2022

There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Waypoint Group

OCTOBER 17, 2019

ZenGRC is very flexible and integrates with Google Apps and JIRA, with a lightning-fast ROI. Reciprocity is a customer-focused company with CSMs who’ve always done a very good job of getting feedback. According to Paul Piazza, Head of Customer Success, “Our CSMs are really engaged with our customers.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

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. Did they achieve these outcomes?

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

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

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

CSM Magazine

FEBRUARY 17, 2022

Increasingly, customers’ top priority in receiving customer service is empathy and product knowledge, as well as the ability to talk with someone who has experience with the customer base. We’re crossing over from consumer to B2B-style use of these platforms. About the Authors.

Customer Service 98

Customer Service 2016 2022 Brands 98

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

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

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

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. ” “I’m really excited about how customer success platforms are shaping up,” says CSM Practice CCO and CEO Irit Eizips.

2024 52

2024 Customer Success Chief Customer Officer 2023 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). . We’ve all been through the wringer in our own role as customers and found ourselves in a bewildering maze.”

Customer Experience 63

Customer Experience ROI Government Sports 63

ProProfs Chat

JANUARY 24, 2020

Let us learn more about the customer, client, customer service advocacy, and the different ways they are changing the dynamics of marketing. Now, let us move ahead and learn more about the term, its benefits, and its reaching effects on your business and customer base. Stats driving Sales.

Marketing 103

Marketing Social Media E Commerce ROI 103

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. That’s the key to accelerating growth in B2B.

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

Magellan Solutions

MAY 16, 2021

Whether for business growth, sales or ROI increase. In a study by Zoho, 61% of B2B companies use live chat and 33% for B2C companies. Provides customer with vital human support. Clear up doubts and tailor deals and financial options for customers based on their website activity. However, key industries emerged.

Telecommunications 52

Telecommunications Transportation Banking Insurance 52

ShepHyken

AUGUST 21, 2023

How to Turn Your Customers Into Fans by Sofya Pogreb (AllBusiness) How, then, can SMBs take these strong connections with customers and translate that into business growth? How can you activate your customer base to be vocal advocates for your business? It’s about building trust and turning customers into lifelong fans.

Article 12

Article Hospitality Customer Service 2023 12

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

ProProfs Chat

MAY 6, 2020

Improving Customer Experience Statistics. Marketing Customer Experience Statistics. B2B Customer Experience Statistics. Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics.

2020 66

2020 Customer Experience E Commerce E-support 66

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

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

Lithium

SEPTEMBER 20, 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). B2B Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 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). B2B Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 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). B2B Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 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). B2B Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Team Support

JUNE 3, 2020

Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? If your support team all too often tells a customer one thing via chat and another via email, it’s time to think about switching. Sit down and prioritize “needs” over “wants.”

B2B 64

B2B B2C Demo Interaction 64

Survicate

APRIL 25, 2019

Pretty good ROI for such a simple survey! Since the company mostly focused on B2B, they typically assumed that the people who were renting out their servers were other tech companies that needed additional storage. Cardinal Digital Marketing have learnt about the misconceptions their customers had about the company.

Net Promoter Score 81

Net Promoter Score Fashion Social Media ROI 81

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

ClientSuccess

APRIL 20, 2017

This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. His career has been mostly about growing and driving adoption and measuring ROI of his customers. He believes if you do this, customers will inevitably grow.

Customer Success 40

Customer Success Net Promoter Score ROI B2B 40

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. ROI tracks the business impact of the product in relation to the efforts—time, cost and resources—put in by the customer. Ritualized Scores.

Measurement 59

Measurement ROI Demo Customers 59

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 1. More Customer Success. 3. Greater ROI.

Sales 71

Sales Customer Success Connections Customer Base 71

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 1. More Customer Success. 3. Greater ROI.

Customer Success 71

Customer Success Sales Connections Customer Base 71

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Integrity Solutions

AUGUST 24, 2022

And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI? Most B2B buyers now want to be sold virtually ; yet most companies aren’t properly equipping their sales teams to meet these demands.

Sales 88

Sales Workshop Culture Leadership 88

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

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.” influence purchase decisions) in your customer accounts? Maybe Product Marketing?

NPS 60

NPS Net Promoter Score Metrics Measurement 60