Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

Intercom, Inc.

MAY 13, 2022

Useful for brands both large and small – as well as for B2C and B2B marketers – leads are vital to a business’ growth and sustainability, but many companies struggle with how to generate solid, actionable customer leads. . Captured leads are usually funneled from lead generation software tools into sales and marketing databases.

B2C 118

B2C Social Media B2B Sales 118

Zendesk

APRIL 18, 2022

It’s no different for sales and marketing teams when sourcing leads. While you’re not sharing your work with a professor these days, your sales reps need to know where and how leads had first contact with your company. Blog articles. For one thing, understanding how a lead has found you aids in successful sales prospecting.

Social Media 98

Social Media CRM B2B B2C 98

Aquire

JULY 6, 2021

The B2B customer journey is a complex matter, packed with a host of different touchpoints that affect customer experience. Definition of B2B customer journey B2B customer journey stages Difference between B2B and B2C journeys Building a customer journey map Improve your B2B customer journey. Let’s get started.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Intercom, Inc.

JULY 18, 2018

In the 1960s, IBM revolutionized the sales process with the introduction of BANT, a framework for finding qualified leads for your product. Unnecessarily long sales cycles dictated more by the sales team’s requirements rather than the prospect’s. The result? But the world has changed.

B2B 135

B2B Sales Start-ups 135

Zendesk

JUNE 11, 2021

The concept of a “sales funnel” is a little misleading. But not every lead that enters the top of your sales funnel will come out the other end as a customer—there’s bound to be some pretty significant spillage along the way. That doesn’t mean your sales and marketing teams should settle for a slow drip of conversions, though.

Sales 86

Sales Social Media B2B CRM 86

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. B2B SaaS Touchpoints When to Conduct the Survey? But fear not!

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

Zendesk

MAY 26, 2022

81 percent of buyers research products online before contacting sales, so if your company doesn’t have a bit of advertising skin in the game, you’re not getting very far. They need sales collateral. According to Forrester, the average salesperson uses about 17 pieces of sales collateral throughout their pipeline.

Sales 97

Sales CRM B2B Start-ups 97

Zendesk

JANUARY 5, 2022

Every salesperson is eager to hit their monthly quota—the more sales, the better. But the road to that finish line is reliant on a set of key players: sales leads. Before sales reps can meet their targets, they need a clear understanding of what a sales lead is and how a lead is different from a prospect.

Sales 105

Sales Outlook Social Media B2B 105

TeamSupport

DECEMBER 7, 2020

Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly. This blog series explores four types of sales opportunities that can be identified by customer support using automation triggers from support tickets. Why is this important?

B2B 98

B2B Sales 98

Customer Think

OCTOBER 12, 2021

As a preface, my friend, Hank Barnes, wrote me saying he and several others are declaring October 12 as “World B2B Pet Peeve Day.” first appeared on Partners in EXCELLENCE Blog -- Making A Difference. first appeared on Partners in EXCELLENCE Blog -- Making A Difference. I struggled a moment.

B2B 64

B2B Sales 64

Zendesk

APRIL 16, 2021

Sales reps know nothing’s harder than patiently nurturing a lead, establishing a relationship with them, and carefully converting them into a customer—nothing, of course, except finding a good lead in the first place. Lead generation is often a huge challenge for sales and marketing professionals. But it doesn’t have to be.

Social Media 98

Social Media B2B Sales Start-ups 98

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. Top 11 B2B Customer Retention Strategies Here are the 11 best practices you can use to boost customer retention in your business. Train sales and customer service teams on effective communication. Let’s get started!

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

Totango

AUGUST 5, 2022

In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Client onboarding questionnaires are usually administered shortly after the client becomes a paying client or, in some cases, during a sales discovery session.

B2B 83

B2B Customer Journey Map Sales Start-ups 83

TeamSupport

JUNE 23, 2020

It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. But how do you try to get to know someone without it coming off as insincere, or merely a sales tactic. How well do you really know your customers?

B2B 98

B2B Sports Social Media Healthcare 98

SurveySensum

AUGUST 7, 2023

Struggling to make B2B customers happier? It’s time to unleash the potential of your B2B customer experience. Dive into our guide for 8 simple yet powerful practices to help you improve your B2B customer experience and set your business apart from the competition. You’re not alone!

B2B 52

B2B Customer Experience Omnichannel Customer Retention 52

TeamSupport

FEBRUARY 23, 2021

Analysis of sales pricing, commitments and deal quality. H istorically, B2B customer support departments have not been thought of as revenue generating. In this blog series, we will explore the three ways to achieve success for your customers… and for your bottom line. Where does your customer support team fit in?

B2B 78

B2B Sales Business Operations Customer Satisfaction 78

TeamSupport

JULY 20, 2020

This blog series, inspired by the ServiceXRG report , identifies the outcomes we have come to expect from Support, then offers goals and action items that enable us to achieve these outcomes. Let’s take a look at four elements of B2B customer support excellence and the strategic business impact of each. Download the complete report.

Net Promoter Score 98

Net Promoter Score B2B NPS Customer Satisfaction 98

TeamSupport

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. Workflows can also be initiated for adding agents or product capabilities to plans, potentially kickstarting billing, training, or sales calls.

Customer Service 59

Customer Service B2B AI Innovation 59

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients.

B2B 80

B2B B2C Technology Technology 80

TeamSupport

MAY 11, 2021

That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. H istorically, B2B customer support departments have not been thought of as revenue generating.

B2B 98

B2B Sales Gaming Education 98

SurveySensum

JULY 28, 2023

Regardless of where you belong – B2B or B2C your customers want much more than a single easy transaction. 7 Best B2B Customer Experience Trends Here are the 7 trends that you can use to enhance customer satisfaction and deliver the best customer experience. Now, let’s move on to the next B2B customer experience trend.

B2B 52

B2B Customer Experience Artificial Intelligence Omnichannel 52

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. What are B2B manufacturing feedback tools? user/month 4.4

Manufacturing 52

Manufacturing B2B NPS Compliance 52

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee. Know your user.

B2C 118

B2C B2B Social Media Start-ups 118

TeamSupport

JULY 27, 2020

And you want to break down the silos between support, sales, and product development and improve collaborations between these departments. This blog series will give you a good starting point to understand the basic differences between the two as it relates to B2B customer support. Cost Effectiveness and Flexibility.

B2B 64

B2B Start-ups Customer Relationship Sales 64

Zendesk

FEBRUARY 17, 2022

And if you wait to interact with them until the end of their decision-making process, you’re missing out on profitable sales opportunities. Essentially, it’s what a sales funnel looks like from a prospect’s perspective. This allows your sales reps to be more intentional about what actions they’re taking and when.

Social Media 98

Social Media Sales Education CRM 98

PeopleMetrics

AUGUST 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. And in B2B, it doesn't get any simpler than that. But I’m 97.4%

B2B 111

B2B Customer Experience Start-ups Sales 111

Intercom, Inc.

NOVEMBER 20, 2018

In the early stages of most SaaS startups’ lives, the CEO or founder often acts as the initial head of sales. Despite that value, however, there’s a drawback – a lack of formal sales training and sales process can seriously undermine those initial efforts. Put a well-defined sales process in place.

Sales 178

Sales B2B Start-ups Education 178

Totango

JANUARY 22, 2024

Customer success will be the C-suite partner for growth The current enterprise B2B environment is marked by fierce competition, complex stakeholders, and an urgency to demonstrate end-to-end value to both customers and the business.

AI 94

AI Engineering Business Growth Customer Acquisition 94

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

Zendesk

JUNE 29, 2022

Finding prospects can feel so difficult that many companies throw excess resources toward lead generation, but then stall when it comes to converting those leads into sales. With so much effort going into gaining initial interest, it’s doubly frustrating when sales leads aren’t immediately ready to buy. sales qualified lead (SQL).

Social Media 98

Social Media Sales Start-ups CRM 98

TeamSupport

APRIL 27, 2021

Likewise, the B2B sector has also been affected by the spread of AI and its common usage by business owners and marketers alike. To better understand how exactly this tech influences your business, it’s worth looking at these five ways AI is changing B2B marketing. First and foremost, AI lets you personalize your B2B marketing.

B2B 64

B2B Artificial Intelligence AI Social Media 64

TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

Sentiment Analysis 59

Sentiment Analysis B2B Contact Center Customer Satisfaction 59

SurveySensum

SEPTEMBER 7, 2023

B2B B2B SaaS Survey frequency: Semi-annually or annually. When to send: Send Relationship NPS surveys for your B2B SaaS products before subscription expiration or contract renewals. B2B Manufacturing Survey frequency: Quarterly or semi-annually. B2B Fintech Survey Frequency: Annually or after significant updates.

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). Study objectives also addressed fundamental issues: How much of sales, or other tangible objectives, is driven by WOM?

B2C 159

B2C B2B Sales Customer Experience 159

Totango

JUNE 17, 2021

Sales funnel stages. However, audience segmentation is geared towards audiences segmented from a marketing and sales perspective. It can be used for marketing and sales interactions with your customers, in which case it is essentially similar to audience segmentation. Onboarding progress. Feature adoption. Renewal status.

B2B 71

B2B Customer Journey Map Sales Technology 71

TeamSupport

OCTOBER 19, 2020

In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. Knowledge is power.

B2B 59

B2B Customer Relationship Sales Customer Service 59