Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Touchpoint 118

Touchpoint B2B Customer Journey Map Social Media 118

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 Legal Sales B2B 83

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Customer Retention Is Your Future.

Customer Retention 118

Customer Retention Non-Profits Customer Acquisition Customer Relationship 118

TeamSupport

SEPTEMBER 14, 2018

Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate…. 1) Schedule recurring follow up appointments with customers – Many businesses already do this, but there’s still an alarming number that don’t!

Customer Retention 76

Customer Retention B2B Education 76

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 84

B2B Net Promoter Score Education Social Media 84

SurveySensum

AUGUST 7, 2023

Struggling to make B2B customers happier? – You must not only meet but exceed your customer’s expectations. It’s time to unleash the potential of your B2B customer experience. Know your Customers Have you fallen into the trap of oversimplifying customer needs, focusing only on product quality and price?

B2B 52

B2B Customer Experience Omnichannel Customer Retention 52

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software?

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management? Why Your Enterprise Needs Customer Retention.

Customer Retention 87

Customer Retention B2B Technology Technology 87

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Price comparison engines.

Customer Acquisition 63

Customer Acquisition Customer Retention Social Media Engineering 63

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management? Why Your Enterprise Needs Customer Retention.

Customer Retention 85

Customer Retention B2B Technology Technology 85

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Learn from Customers.

Customer Retention 63

Customer Retention Scorecard B2B VOC 63

SurveySensum

SEPTEMBER 15, 2023

Are you struggling to meet your B2B clients’ ever-changing needs in today’s fast-paced service industry? In the realm of B2B service, staying attuned to client feedback is more crucial than ever. This is where customer feedback tools become essential. But what exactly a B2B service feedback tool is?

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, 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, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Retention Technology Technology 89

TeamSupport

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 Customer Retention Customer Relationship Sales 81

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Customer Think

NOVEMBER 14, 2022

Customer retention for a brand like Heineken may seem easy. So, B2B customer support is key to Heineken’s growth. During the podcast interview, Stephan Visser provided insight into their customer retention strategy. Beer giants wanted to improve relationships with B2B customers.

B2B 96

B2B Customer Retention Omnichannel 96

TeamSupport

JULY 26, 2019

This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more. But, other times it’s simply due to an inefficient customer service team. Please hold. There are 12 callers ahead of you.

B2B 70

B2B Customer Service Customer Retention Innovation 70

Win the Customer

JANUARY 19, 2016

For instance, in the financial services industry, a five percent increase in customer retention increases profits more than 25 percent, according to Bain & Company. Eighty percent of your future profits will come from 20 percent of your customers, Gartner says. Improve Your Customer Experience.

Customer Retention 81

Customer Retention Customer Satisfaction B2B Retail 81

Shep Hyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? One of the keys to success in doing this is to demonstrate humility and a desire for ongoing alignment with the customer.

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? Closing Thoughts.

Customer Retention 73

Customer Retention E-commerce Start-ups Entertainment 73

CSAT.AI

SEPTEMBER 29, 2022

This information is helpful to acquiring usable customer health scores which will be a blend of data dependent upon the type of product/service you provide. . If you have a B2B company, you’re more likely to have a CSM, or multiple, as the selling, onboarding and managing are more complex. Is it easy for customers to reach you?

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 56

B2B Sentiment Analysis B2C Customer Retention 56

TeamSupport

AUGUST 17, 2022

Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behind. Improving the customer experience can have a significant impact on customer retention, profitability, and growth.

Customer Experience 98

Customer Experience B2B B2C Customer Loyalty 98

TeamSupport

MAY 17, 2019

In the high-touch, high-value, and relationship oriented B2B (business-to-business) industry, these gamification tactics simply aren’t a good idea. Below are 3 reasons why gamification is a bad strategy for B2B customer support. Click here to download our infographic comparing B2B and B2C customer support!

B2B 49

B2B B2C Gaming Customer Retention 49

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. uptime, responsiveness, etc.). This can mean guaranteeing servers will have 99.9%

B2B 49

B2B Non-Profits Construction Customer Retention 49

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey?

B2B 52

B2B Net Promoter Score NPS Touchpoint 52

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. Beyond that, consider the silos of various components of customer experience management (CXM). See the full B2B CXM series.

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

Beyond Philosophy

JUNE 20, 2015

The second, a B2B example, involves a major business services firm. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. appeared first on.

B2C 102

B2C B2B Entertainment Customer Acquisition 102

Waypoint Group

SEPTEMBER 2, 2015

This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. uptime, responsiveness, etc.). This can mean guaranteeing servers will have 99.9%

B2B 40

B2B Non-Profits Construction Customer Retention 40

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 40

B2B Sentiment Analysis B2C Customer Retention 40

Intercom, Inc.

JULY 26, 2022

In other words, customer success breeds loyalty. The term “client success” is virtually interchangeable with “customer success,” but is more often used by companies that sell a B2B product. In the B2B world, customers are referred to as clients, since the buyer-seller relationship is usually more intricate than in the B2C world.

B2B 129

B2B B2C Education Customer Retention 129

Zendesk

OCTOBER 20, 2023

It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). Delivering excellent customer service can drive revenue, increase customer retention , stimulate business growth, and improve customer satisfaction. to make them achievable.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

TeamSupport

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.

B2B 98

B2B Customer Retention Customer Relationship Customer Feedback 98

TeamSupport

AUGUST 2, 2022

This practice is the blood and bones of what customer-centricity means. That said, an experience centered on customers can often be misconstrued as something warped or altogether different, especially when it comes to customer-centricity for B2B businesses. Customer-Centricity is Not Transactional.

Customer Retention 97

Customer Retention B2B Customer Experience 97