Zendesk

MAY 11, 2022

Conversational channels in Zendesk Sell , starting with WhatsApp, let sales teams message with customers and capture every interaction automatically in Sell, where it can be managed, tracked, and reported on. That’s nearly double the rates seen by customer-facing support teams at B2B and B2C companies.

CRM 98

CRM B2C Compliance B2B 98

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. A healthy transactional B2C survey will have a response rate of at least 5%; at PeopleMetrics, our range is 5% to 18% for B2C. For B2B , we see response rates as high as 50%.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). For B2B companies, every recover alert should include a follow-up — no exceptions! Start with the customers who have the highest CLV, then proceed from there.

Close the Loop 78

Close the Loop VOC CEM NPS 78

SugarCRM

OCTOBER 27, 2022

Today, with both consumers and B2B customers more dispersed, isolated, and fragmented than ever, being customer-led demonstrably matters. Gartner has reported that 80% of B2B sales interactions between suppliers and buyers will be at least partly through digital channels by 2025.

B2B 26

B2B E-commerce CRM CX 26