Magellan Solutions

SEPTEMBER 23, 2021

While it is true that online digital marketing is a great strategy to get leads, to ditch your B2B or B2C telecalling marketing strategies is not smart either. In fact, for B2B or B2C telecalling marketing strategies , 79% of affluent clients still prefer to talk to someone over the phone. And the pandemic?

Marketing 98

Marketing B2C B2B Sales 98

Daniel Group

AUGUST 1, 2023

When starting a CX program, it is easy to identify business outcomes but more challenging to, for example, measure customer retention after embarking on a Customer Experience initiative. READ MORE BLOG We know you can expect NPS growth when your dealers buy into improving Customer Experience. How do we know this?

Measurement 52

Measurement 2005 NPS B2B 52

CX University

MARCH 18, 2024

Personalization boosts companies’ growth rates by 6-10% on average and improves marketing efficiency, sales, and loyalty, all contributing to ROI when investing in a personalization tool. Customer Retention. Hyper-personalization can lead to improved customer loyalty, repeat purchases, and longer customer lifetime value.

Customer Experience 52

Customer Experience Retail 2023 2022 52

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Marketers are usually tasked with brand building, lead generation, and customer communications. Prove the ROI of customer satisfaction today with our free interactive calculator. .

ROI 150

ROI Webinar Sales Loyalty 150

Totango

JANUARY 23, 2020

Focus on rapidly advancing your customer to the point where they can independently incorporate your product into their daily workflows. The sooner your customer can use your product, the sooner they will see ROI. Be careful not to overload your customer with information and answer any questions they raise.

Management 105

Management B2B Seminar ROI 105

CustomerSuccessBox

SEPTEMBER 15, 2021

If there’s something that will act as an obstacle for the customer, the business must do what it can to not only remove this obstacle but notice it before the customer does. Suggested Read: ROI of implementing Customer Success. Why you should have customer success. Customer Retention.

Customer Success 52

Customer Success B2B Net Promoter Score Competitive Advantage 52

Gainsight

OCTOBER 19, 2023

If this past year has shown us anything, it’s that companies with the most agility and a strong focus on the customer are the ones that are poised to thrive in a constantly shifting and uncertain economy. We partnered with Benchmarkit, a B2B SaaS research firm, to find out. So what did we learn?

2023 52

2023 Customer Success Net Promoter Score NPS 52

Thematic

AUGUST 15, 2018

The event is focused on enhancing customer satisfaction and cementing loyalty through digital channels to unlock growth potential. If your objectives are to differentiate yourself in the marketplace, improve your customer retention and ROI, it’s the ideal place to get inspired and pick up some tips from the customer experience experts.

2018 59

2018 Customer Experience Events ROI 59

Waypoint Group

JUNE 19, 2019

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right time to obtain the right insights. Accelerated expansion revenue from existing customers. Reduced churn.

Engagement 40

Engagement B2B ROI Download 40

CustomerSuccessBox

SEPTEMBER 29, 2022

A variety of options are accessible to customers today in this cutthroat industry. B2B SaaS businesses typically rely on their decisions on investments or IT solutions on the reliability of the brand or product. However, customers are also searching for a quick time to value (TTV). In B2B SaaS, what does time to value mean?

Metrics 52

Metrics Return on Investment B2B Customer Relationships 52

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

CCO Council

JUNE 24, 2014

B2C industries tend to see results more rapidly than B2B. Recommendation : CEOs and Boards must commit from the outset to support and invest in the CCO and his/her initiatives for a minimum of two years to ensure the highest ROI. Chief Customer Officer Customer Centricity Customer Engagement Customer Loyalty Customer Retention'

Chief Customer Officer 85

Chief Customer Officer Customer Centricity 2003 Competitive Advantage 85

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. .

Customer Retention 52

Customer Retention Metrics Measurement B2B 52

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

Magellan Solutions

MAY 3, 2021

Customer relations management is both an art and science. This is to reach the penultimate goal of any business, customer retention. Most businesses and the public often associate CRM with customer satisfaction. But CRM, or a sophisticated one at that, plays a vital role to increase ROI and sustain business profit.

Call Center 52

Call Center E Commerce ROI Touchpoint 52

CustomerSuccessBox

APRIL 19, 2022

Similarly, customer journey analytics will allow contact center professionals to smoothly monitor contact center metrics and help them analyze the serious metrics that impact key business objectives like the cost to serve, NPS, etc. Customer Experience Teams. Adoption Stage. Wrapping up!

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

Influitive

AUGUST 31, 2016

Analysts at Forrester and Gartner have outlined how advocate marketing strategies can spark B2B growth by increasing leads, brand awareness, and customer retention. However, fear of failure still prevents many brands from investing in customer advocacy—especially if more traditional.

Marketing 56

Marketing B2B Customer Retention Customers 56

Education Services Group

MAY 12, 2021

Developing a Dynamic Engagement framework can be associated with the following overarching areas: outcome, experience, ROI, engagement, and validation. Some key questions to consider when implementing a dynamic engagement structure include: What is the business outcome the customer is trying to achieve?

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

Magellan Solutions

SEPTEMBER 9, 2020

Based on the live chat statistics 2020 of Finances Online, 67% of B2C businesses use live chat for customer support. 74% of B2C and 85% of B2B utilize it for sales. They also make use of it for marketing with 31% of B2C and 54% of B2B companies as it helps enable a more compelling conversation between a business and a consumer.

2020 52

2020 Insights B2C E-support 52

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Customer Retention 83

Customer Retention Customers Customer Journey Customer Success 83

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

CustomerSuccessBox

JANUARY 2, 2022

Customer’s intention behind purchasing the product. What does the customer care about? Some of the business goals that the customer wants to achieve. What is the ROI? Understand your customer’s objectives better than the customer itself. Net Revenue Retention (NRR). How can you prove and quantify it?

Customer Success 52

Customer Success 2021 Measurement ROI 52

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. Demonstrated ROI – does the customer have proven results? It’s often said that the best leaders are great teachers.

Marketing 64

Marketing Webinar Reference Events 64

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. John Formica Follow @JohnFormica. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Integrity Solutions

JULY 28, 2022

Clearly, customers still value the human experience, especially when the humans they’re interacting with have the both the motivation and the skill to make sure their unique needs are being met. In fact, the Salesforce study shows that 63% of consumers and 76% of B2B buyers expect businesses to know their unique needs and expectations.

Contact Center 52

Contact Center Metrics Customer Satisfaction Call Center 52

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. Customer Success Strategist - Sixteen Ventures. The Customer Success Magazine.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

SmartKarrot

APRIL 6, 2021

Just 40 C-level customers will generate nearly 70 percent of the B2B business. Also, there are increasing opportunities C-level relationships can create including customer references, getting into various publications, and more. Is it revenue- if yes, work around customer retention and expansion revenue.

Customer Success 18

Customer Success Chief Customer Officer Touchpoint Customer Retention 18

ChurnZero

AUGUST 31, 2018

Over the past several years, B2B SaaS companies have made a wave of investments in growing Customer Success functions. Not only must these companies compete for the same talent, but they inflate their Customer Retention Costs. Customer Success Around the Web. Tuesday, September 25, 2018. 2:00 – 3:00 PM ET.

Net Promoter Score 45

Net Promoter Score Webinar Customer Success 2018 45

Gainsight

DECEMBER 28, 2022

Position Customer Success (CS) as an Efficient Growth Engine . Business author, speaker, and advisor Geoffrey Moore said, “B2B tech actually has the opportunity to thrive in a downturn if it focuses on solving urgent problems that have a short time to pay back.” Here are our top three secrets from the ebook.

Customer Success 52

Customer Success Customer Retention Financial ROI 52

SmartKarrot

APRIL 17, 2023

Measuring the ROI of AI Chatbots Measuring the return on investment (ROI) of AI chatbots can be challenging, as the benefits of chatbots can be difficult to quantify in financial terms. However, there are several ways to approach this problem and measure the ROI of AI chatbots.

Communication 10

Communication ROI Customer Satisfaction User Experience 10

ClearAction

FEBRUARY 14, 2015

If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? Why do we make it hard for customers to do business with us, and even harder for suppliers to do business with us? What happens with customer-centric supplier management?

Customer Experience 88

Customer Experience Customer Centricity Financial Customer Experience Management 88

SurveySparrow

APRIL 23, 2023

In this article, we will discuss demand generation vs lead generation – everything you need to know about the difference in B2B marketing. By targeting prospects more likely to become customers, you can allocate your resources more effectively, resulting in a better return on investment (ROI).

B2B 52

B2B Marketing Social Media Advertising 52

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Anita Toth. Keri Keeling. Melinda Gonzalez.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

SmartKarrot

JUNE 29, 2020

And, if you want to target one such potential customer, would your marketing strategy be the same as that for others? When you are in the world of B2B marketing, your marketing strategies have a different approach. B2B target audience is way lesser in numbers than B2C audience. But this approach is not useful in B2B marketing.

Customer Success 10

Customer Success Marketing B2B B2C 10

LiveChat

OCTOBER 21, 2019

Did you know that 93% of B2B marketers use email for content distribution? Clearly, email marketing can deliver a good ROI. Sephora uses this strategy to boost their customer retention rate and sales. If it’s done right, email marketing can help businesses boost their brand visibility and get more leads.

Marketing 34

Marketing Measurement Loyalty ROI 34

Education Services Group

JULY 10, 2019

In order for a business to have longevity, it must ensure that all parties involved are driving towards enriching the customer experience. So in today’s SaaS-dominated B2B landscape, channel relationships are in need of an update. Most importantly, adopting Customer Success strategies helps our number one priority: the actual customer.

Customer Success 40

Customer Success Customer Journey Mapping Customer Journey Customer Centricity 40

delighted

JANUARY 7, 2020

Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success. Marketers are taking note.

2020 40

2020 Brands Customer Experience Feedback 40