CSAT.AI

SEPTEMBER 29, 2022

For customer health scores in B2B you can measure your customer’s company growth, profit and/or cost savings in regard to your product. B2C companies often have a larger number of customers with shorter company relationships, and lower revenue. Here customer success management is likely to employ tech and automation.

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

Shep Hyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

B2C 42

B2C Social Media Customer Acquisition CX 42

Zendesk

NOVEMBER 23, 2021

Not every KPI formula is essential for every business—a funeral service company, for instance, probably shouldn’t measure success by customer retention, as they’re not really in the business of repeat service. Customer lifetime value (CLV). Customer lifetime value (CLV) is a delicate balance against customer acquisition cost.

Sales 52

Sales CRM Customer Acquisition B2C 52

C3Centricity

AUGUST 17, 2020

RightNow Customer Experience Impact Report. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers 2020 Report. A 10% increase in customer retention levels result in a 30% increase in the value of the company. Bain & Co. Source ).

Social Media 63

Social Media Retail B2C Customer Acquisition 63

C3Centricity

DECEMBER 3, 2018

(Source: RightNow Customer Experience Impact Report). By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report). A 10% increase in customer retention levels result in a 30% increase in the value of the company. Source: Bain & Co).

Social Media 59

Social Media Start-ups CRM B2C 59

SugarCRM

DECEMBER 2, 2020

These systems focus on tracking huge amounts of data so businesses can gain insights into customer retention and win new customers. These programs monitor numerous processes, including retention, acquisition, and information about current and former customers. The size of your customer base.

CRM 29

CRM Data Entry Customer Relationship Management Compliance 29