Influitive

OCTOBER 30, 2015

Chandar says this will create a genuine, emotive connection that is key to building successful long-term customer relationships. Focus on customer interaction. Today’s customers have lots of choice, and since most B2B services run on a subscription basis, customers can cancel at virtually any time.

Customer Relationships 79

Customer Relationships Engagement Marketing B2B 79

Totango

MARCH 24, 2020

Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. The concept of B2B customer lifecycle stages gives focus to this ideal.

B2B 59

B2B Management Metrics Customers 59

Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B 2004 Customer Retention Download 81

Totango

OCTOBER 3, 2019

Gone are the days when you can produce a standard-issue product and expect customers to happily purchase it, again and again. Customers have more choices than ever, so it’s critical that you take a customer-centered approach and offer personalized customer engagement. Monitor changing customer goals.

Customer Engagement 68

Customer Engagement Engagement Communication Customers 68

Integrity Solutions

DECEMBER 12, 2022

You can think of the traditional approach to B2B sales like fishing with a net. He also offered some invaluable insights about aligning core values, creating intention in sales relationships and preparing for the future of B2B sales. The past and present of B2B sales: It’s all related.

B2B 52

B2B Sales 2020 Books 52

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. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Team Support

JUNE 1, 2021

And it still holds true today, particularly in B2B environments, although it may look a little different today than it did back when (quarterly business reviews over a Zoom call versus a two-martini lunch, for example). In fact, even customer support plays a role in forming the foundation for long-term successful customer engagements.

B2B 59

B2B Webinar Touchpoint Customer Relationships 59

Waypoint Group

SEPTEMBER 8, 2022

B2B vendor/providers and customer/accounts working together is much like a marriage. If you never care to find out what your spouse is thinking about the relationship (and why) then the marriage is probably doomed in the long run. Are there ways better than Active Listening to strengthen customer relationships?

B2B 52

B2B Feedback Net Promoter Score NPS 52

Waypoint Group

SEPTEMBER 8, 2022

B2B vendor/providers and customer/accounts working together is much like a marriage. If you never care to find out what your spouse is thinking about the relationship (and why) then the marriage is probably doomed in the long run. Are there ways better than Active Listening to strengthen customer relationships?

B2B 52

B2B Feedback Net Promoter Score NPS 52

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

The study, conducted by Forbes Insights in association with ServiceSource , reveals that respondents with the highest levels of RLM maturity are 46 percent more likely to be market leaders in customer revenue growth and 36 percent more likely to be market leaders in profitability than RLM laggards.

Competitive Advantage 40

Competitive Advantage B2B Customer Engagement Engagement 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

Influitive

OCTOBER 28, 2015

B2B customers tend to be very informed about the products and services they use— more so than in their lives as consumers. A 2015 B2B Buyer’s Survey report found that 75% of buyers rely on social media to research potential vendors. A Guide To Engaging B2B Customers In The Digital Age. Download now.

B2B 89

B2B Marketing Social Media 2014 89

Totango

JANUARY 23, 2020

Today’s customers are more likely to seek more flexible, subscription-based agreements that empower them to walk away if they are unhappy. As such, enterprises need to prioritize cultivating long-term customer relationships that foster continual, mutual growth.

Management 105

Management B2B Seminar ROI 105

Forrester's Customer Insights

MAY 11, 2022

Forrester’s Marketing Survey, 2022, revealed insights that can help B2B marketing leaders strengthen their marketing strategy. CMOs are currently confronted with a challenging environment, rapidly evolving requirements, and the need for change, which impacts organizations’ growth strategy and operating business.

2022 48

2022 B2B Insights Marketing 48

Heart of the Customer

OCTOBER 18, 2018

The post A Successful B2C Engagement Tactic Applied to B2B appeared first on Heart of the Customer. When my new case came, it included something special. In addition to sending the standard packing and instructions, Carved included a “trading card” with […].

B2C 60

B2C B2B Engagement Connections 60

Forrester's Customer Insights

FEBRUARY 22, 2019

Let’s face it, we all love “love” — but with Valentine’s Day a week behind us, the last thing you probably want right now is more advice on relationships. Before you toss aside some of that abundant advice about personal relationships, […]. Ah yes, anyone suffering from a chocolate hangover? Or an excess of corny romanticism?

Customer Relationships 50

Customer Relationships B2B Sales Engagement 50

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

Customer Success 98

Customer Success 2020 B2B 2019 98

Think Customers

DECEMBER 22, 2015

My colleague Anna Papachristos recently wrote an insightful article about the findings in Accenture Strategy's 2015 B2B Customer Experience report. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

B2B 61

B2B Customer Experience 2015 Customer Relationship Management 61

CXApp

NOVEMBER 28, 2017

Social media marketing is here to stay because it happens to be one of the best and most lucrative ways to attract customers loyal or new. Plus, 84% of B2B marketers use social networks to do their bidding. But social touchpoints are about more than that, they’re about communicating directly with audiences and customers.

Customer Engagement 40

Customer Engagement Engagement Touchpoint Social Media 40

SmartKarrot

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. .

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

SmartKarrot

SEPTEMBER 2, 2021

It is imperative to maintain customer relationships and retain subscribers. A SaaS company with an increasing attrition rate often misses out on a key component of customer success. We are aware that success in the modern business world is dependent on “relationships”. What is a Customer Success Platform?

Customer Relationship Management 10

Customer Relationship Management Customer Relationships Customer Success Management 10

SmartKarrot

MAY 12, 2022

Customer engagement managers are a great, coveted position in the SaaS space. Though getting a new client is great for a business, keeping the customer relationship positive is the most difficult aspect. Customers need to be engaged once they are on board with the company. Like what you are reading?

Customer Engagement 10

Customer Engagement Engagement Management Customer Relationships 10

SmartKarrot

SEPTEMBER 2, 2021

It is imperative to maintain customer relationships and retain subscribers. A SaaS company with an increasing attrition rate often misses out on a key component of customer success. We are aware that success in the modern business world is dependent on “relationships”. What is a Customer Success Platform?

Customer Relationship Management 10

Customer Relationship Management Customer Relationships Customer Success Management 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

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Team Support

AUGUST 25, 2022

From customer health metrics, to data on interactions with customer service or support, to even social media interactions, a holistic 360-degree customer view takes everything into account to create an accurate picture of customer health. What’s a holistic customer relationship? CSAT and NPS.

NPS 98

NPS Metrics Social Media Customer Relationships 98

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. Encourage existing customers to grow their accounts.

B2B 94

B2B Metrics Marketing Engagement 94

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. Here are a few for starters: A. Community growth. Just make sure prospects are able to find your community first!).

ROI 61

ROI B2B Roadmap Download 61

CustomerSuccessBox

FEBRUARY 11, 2022

Want to build customer relationships? Then appreciate your customers for being there! Building a relationship comes with a “Thank you note to customers.”. Make your customers feel appreciated by writing to them professionally. It promotes business to other valuable customers. Thank you again!

Return on Investment 52

Return on Investment B2B Loyalty Customers 52

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

ENGAGE.cx

JULY 23, 2015

Today’s customer is “always on”, they are both empowered and fluid with their touchpoints creating a tremendous new pressure for your business. These growing challenges in customer engagement continue to illuminate the need for a better way to manage customer relationships. Remember, not all CRMs are created equal.

B2C 67

B2C Technology B2B Touchpoint 67

SmartKarrot

JUNE 28, 2022

If you are still wondering about conversational messaging and how it leads to customer engagement , here is a comprehensive guide –. Earlier in the day, we have seen businesses use emails and SMS to reach out to their customers. Considering this, companies are constantly seeking new and improved ways to engage customers.

Customer Engagement 10

Customer Engagement Engagement Virtual Agent Customer Satisfaction 10

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

Waypoint Group

MARCH 5, 2020

” with a great discussion about how Sales and Customer Success need to work together for mutual benefit, and how Customer Success can learn/adopt some great practices from Sales to strengthen customer-relationships. The hand-off between Sales and Customer Success. ”) and persona.

Sales 40

Sales Customer Success B2B Definition 40

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

CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the lifeblood of a SaaS business. If you’re a B2B SaaS business, this statement becomes more profound! If your customers stop using your services, you would not have any revenue whatsoever. As you can see, building great relationships with your customers can reduce costs. Rockefeller Jr.

ROI 52

ROI Customer Success B2B Reference 52