ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it.

B2B 109

B2B Customer Journey Mapping Presentation Insights 109

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

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.

B2B 62

B2B B2C Customer Experience Customer Journey Mapping 62

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. Leading Customer Success in a B2B Business with Jose Vergara.

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. A customer-centric team is one that shares customer information across the enterprise.

B2B 62

B2B Customer Success Customer Centricity Voice of Customer 62

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Sales 88

Sales Workshop Culture Leadership 88

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. Slow down sales and marketing and you can get to breakeven. It matters.

B2B 98

B2B Webinar 2004 2020 98

ChurnZero

APRIL 1, 2024

When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Customer success is one of the most impactful teams on the post-sale experience. This is a guest post by Todd Busler, CEO of Champify.

B2B 92

B2B Reference Customer Success Customers 92

West Monroe

NOVEMBER 18, 2021

In addition, many players in the B2B software industry are seeing tremendous growth in providing near ready-to-use solutions to the SMB space, whose needs look indistinguishable at times from providing consumer technology use cases at scale. B2B subscription services spending is no different.

B2B 40

B2B Marketing B2C Consumers 40

West Monroe

NOVEMBER 18, 2021

In addition, many players in the B2B software industry are seeing tremendous growth in providing near ready-to-use solutions to the SMB space, whose needs look indistinguishable at times from providing consumer technology use cases at scale. B2B subscription services spending is no different.

B2B 40

B2B Marketing B2C Consumers 40

Team Support

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. They may end up losing a lot of customers, and thereby, revenue opportunities.

B2B 148

B2B E Commerce B2C E-support 148

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

Ann Michaels and Associates

MAY 19, 2020

B2B companies have a unique challenge in evaluating customer experience. Many times the sales and business cycle is long and consists of several steps to complete the entire experience. So the logical thought may be surveying customers at each step of the process. Thinking outside of a traditional “how did we do?”

B2B 52

B2B Customer Experience Feedback Customers 52

Magellan Solutions

MAY 13, 2020

For decades, businesses have been using B2B telemarketing services to turn many opportunities into business and to grow their business, especially cold calling to promote their products or services and other sales activities. . Boost your sales and help make your business grow when done properly. What Does Telemarketing Offer?

Sales 52

Sales Seminar Demo B2B 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. With their permission, we’re sharing some key findings here.

NPS 69

NPS B2B Net Promoter Score E-support 69

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Lynn Hunsaker.

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

Amity

NOVEMBER 14, 2018

The sales to customer success handoff is one of the most important intersections in the customer journey. We know as customers that this is a frustrating feeling, yet so many companies struggle to get the crucial step of the sales to customer success (or client services) handoff right. Consistency is key.

Sales 87

Sales Customer Success Customer Journey Customers 87

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

ReviewTrackers

OCTOBER 25, 2017

Kristen is a content writer and marketer at Clutch , a B2B research firm in the heart of Washington, D.C. Social media can serve as a testing ground for businesses, nurture customer relationships and provide brand identity. Brand identity and customer loyalty are closely related. This article was written by Kristen Herhold.

Social Media 154

Social Media B2B Advertising Customer Relationships 154

Totango

JUNE 17, 2021

For example, you might divide your customer base up into customers who have purchased a particular product and those who have not, allowing you to limit an email marketing promotion to customers who have not purchased the product. Sales funnel stages. Customer Success Email Campaigns. Onboarding progress.

Definition 71

Definition B2B Customer Journey Mapping Customer Journey 71

Amity

SEPTEMBER 19, 2018

To be specific, it is estimated that customers, who had bought from you 2 times before, convert (make a store purchase) 9 times more often than those who were your first time buyers. On top of all that, the whole process of attracting new customers is 6-7 times more expensive than keeping the old ones. Focus on the post-sale process.

Customer Retention 64

Customer Retention Loyalty Marketing B2B 64

Team Support

MAY 11, 2021

That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. What did they mean ?

2020 98

2020 B2B Customer Success Metrics 98

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

Customer Bliss

JUNE 8, 2020

This is a group of senior leaders across marketing, sales and customer success and we meet regularly to stay tightly aligned on everything from strategic planning and short-term plays. B2B is interesting. We’ll continue to assess what measures are appropriate to support our customer base over the next few months.”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

SurveySparrow

MARCH 18, 2020

Sales managers might feel as if they are getting a lot done but they will be going nowhere if they don’t measure their efforts. That’s why having KPIs is important for salespeople so that sales managers can keep them accountable. Benefits of tracking KPIs for Sales Managers. Top 10 KPIs for Sales Managers. Take a look: 1.

Sales 52

Sales Management Net Promoter Score NPS 52

Team Support

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business.

Omnichannel 40

Omnichannel Customer Service Social Media B2B 40

PeopleMetrics

MAY 7, 2015

Imagine your customers—fragile and airborne—as they move between your company’s delivery teams. A Closer Look at the Transition From Sales to Delivery. We believe the customer experience starts before the customer is actually a customer. You can build “above and beyond” behaviors into your sales experience.

Customer Experience 94

Customer Experience Net Promoter Score B2B Telecommunications 94

SurveySensum

OCTOBER 27, 2023

In today’s digital landscape, where your online reputation has the power to determine your B2B business’s fate, customer feedback stands as the cornerstone of your success. And when we say customer feedback, we mean every facet of it – not just the good but also the criticisms. – Here are 13 Strategies for you.

B2B 52

B2B Social Media Feedback Customer Satisfaction 52

SmartKarrot

MARCH 17, 2022

B2B businesses need to reward their loyal clients frequently. While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. B2B companies need to focus on driving revenue and sales while incentivizing existing loyal customers. What is a B2B Customer Loyalty Program?

Loyalty Programs 10

Loyalty Programs B2B Loyalty B2C 10

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

ChurnZero

OCTOBER 5, 2021

Customer Success begins in Sales and needs to be part of your funnel. You should have a customer success funnel just like you have a sales funnel” @nrmehta dropping CS at @SaaStrAnnual. Pictured slide: integrating sales and customer success @jasonlk #saastrannual pic.twitter.com/yMHly4cEpB. saastrannual.

2021 95

2021 Customer Success B2B Customers 95

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. Don’t forget customer satisfaction & feedback. Here are a few for starters: A. Community growth. Listen for silence.

ROI 61

ROI B2B Roadmap Download 61

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

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. Why NRR Matters.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

BlueOcean

SEPTEMBER 23, 2021

The number of daily orders, the size of orders, and their customer base all increased exponentially, as did the calls, emails, social media mentions, and live chat sessions with questions and concerns about their service. For many businesses, COVID has permanently changed customer behavior and altered B2B environments.

Travel 156

Travel 2021 Customer Care 2019 156