Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm.

B2B 111

B2B Marketing Best practices Feedback 111

PeopleMetrics

MAY 7, 2015

Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact? Trust in the Customer Experience. Employees must trust that their peers can deliver for customers. Will someone be there to catch them when they come back down to earth?

Customer Experience 94

Customer Experience B2B Sales Telecommunications 94

Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. This is particularly an issue in B2C companies, as it comes out 3rd amongst B2B respondents.

Customer centricity 100

Customer centricity B2C B2B Engineering 100

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

REVE Chat Blog

MARCH 4, 2020

B2B lead generation strategies hold paramount importance for the success of every business. So for every B2B business, defining their lead generation strategy and making sure that the business has continuous flow of qualified leads should remain the top priority. So, how to tie the B2B lead generation strategies and best practices?

B2B 71

B2B Best practices CRM Sales 71

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time.

Surveys 59

Surveys B2B Feedback Education 59

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. CMSWire) The better the experience, the more likely that person will return and give the brand their business. On the flip side, sometimes it only takes one bad experience to undo years of goodwill. It’s a simple idea.

Real estate 48

Real estate Customer Service Journey mapping Entertainment 48

Solvvy

JUNE 17, 2021

Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation. Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

TeamSupport

FEBRUARY 15, 2019

Despite the rise of chatbots and text support, telephone customer support is still critical. To ensure customer satisfaction, B2B companies must create strategies that both reduce wait times and accelerate call resolution. How much do customers value their time and a quick solution? Which issues come up most frequently?

B2B 49

B2B Banking Surveys Wait times 49

TeamSupport

DECEMBER 21, 2018

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff. Assessing customer service staff on attitude.

B2B 49

B2B Customer Service B2C Customer Support 49

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Support 65

Customer Support SaaS B2B Technology 65

Satrix Solutions

JANUARY 20, 2021

For many B2B companies, a Sales Win Loss program is a core component of their competitive intelligence efforts. The result has been higher sales win rates and more satisfied customers after the onboarding phase is completed. Each experience with your product or service can have an impact on how your brand is perceived [.]

Sales 78

Sales B2B Employee engagement Feedback 78

Influitive

OCTOBER 28, 2015

They understand your unique sets of needs and challenges, and are most likely to provide sound advice based on their own experience. B2B customers tend to be very informed about the products and services they use— more so than in their lives as consumers. A Guide To Engaging B2B Customers In The Digital Age.

B2B 89

B2B Marketing Customer advocacy Engineering 89

Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

ChurnZero

DECEMBER 27, 2019

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer S uccess . It’s not surprising to see this post top our list since your churn rate is deeply connected to the quality of your customer’s onboarding journey. 5 Common Mist a kes Customer Success Managers Make When Managing Their Day .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

JivoChat

APRIL 6, 2022

The customer is interested in buying a smartphone, for instance, they search online for the product, find an ecommerce where the item is available for a price they are willing to pay, and make the purchase. . B2B - Business to Business. Usually, the customer needs to pay a commission fee to the website to announce the items. .

B2C 75

B2C B2B SaaS Marketing 75

PeopleMetrics

JUNE 22, 2015

Email is still a smart and useful method of communication in the B2B sales world. is a great predictive sales technology that helps you understand how your buyers feel throughout the B2B sales experience. Research shows 7 in 10 buyers have never been asked for feedback on the sales experience. Your Telephone.

B2B 99

B2B Sales Management Customer centricity 99

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B Personalization Customer Support B2C 56

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

PeopleMetrics

FEBRUARY 11, 2015

This quote from Sonia Simone ''s excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up a question we''ve been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the prospect experience and close more sales. When to Start Listening.

Sales 79

Sales B2B Feedback Surveys 79

TeamSupport

AUGUST 24, 2018

This is especially true in a communication dominant field such as customer service where two conversations can be drastically different, yet still have the potential to hold the same value in a spreadsheet. With all of this said, here are the top 3 most misleading customer service statistics….

Customer Service 71

Customer Service Morale Metrics B2B 71

ShepHyken

SEPTEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. We Need to Stop Sucking at Customer Service by Shaun Belding.

Customer Service 44

Customer Service Customer retention Metrics Consulting 44

PeopleMetrics

APRIL 24, 2015

But if we want to improve how we move customers through our businesses, then we need to focus on how we work together. Even in the best organizations, there’s always room to improve delivery of the customer experience. Four Big Ways to Improve Customer Experience. Improving the Entire Customer Experience.

Customer Experience 110

Customer Experience Customer centricity Sales Feedback 110

TeamSupport

NOVEMBER 30, 2018

It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes them symbols of how a business performs. Good customer service employees are eager to help; bad ones are eager for the day to be over. Customer service is not the easiest of jobs.

Customer Service 68

Customer Service B2B CRM Personalization 68

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. It can then recommend steps to get the customers closer to eligibility. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Surprise and Delight Your Customers. Leverage Tech to Connect With Customers.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers?

Surveys 78

Surveys Feedback SaaS B2B 78

Influitive

NOVEMBER 5, 2015

From high-growth startups, to multi-national enterprises, every B2B company wants more customer referrals. Referred customers are 30% more likely to convert than leads generated through other channels , and have a 16% higher life-time value. Well, the good news is your happiest customers want to give you referrals!

Best practices 96

Best practices B2B Marketing Surveys 96

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Make a great first impression from the start.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

Influitive

OCTOBER 26, 2015

Referrals are an important part of a healthy B2B sales pipeline. According to LinkedIn, 84% of B2B decision makers start the buying process off with a referral. Referred prospects are also 30% more likely to convert than leads generated through other marketing channels, and have a 16% higher customer life-time value.

B2B 94

B2B Customer advocacy Marketing Education 94

JivoChat

SEPTEMBER 22, 2021

But there is also the possibility to sell for other companies in a B2B (business to business) model, where you are going to negotiate with other companies, for example by supplying raw materials. . What type of ecommerce business do you want to focus on B2C or B2B? Study your potential customers’ profile.

B2C 52

B2C Sales Marketing B2B 52

JivoChat

NOVEMBER 18, 2021

That’s an important step in the buyer’s journey where you can identify potential customers and define what you need to do to help them in deciding to buy your product or service. On the buyer’s journey, a lead is in the middle of the transition from visitor to customer. 9 best ways to generate leads.

Sales 52

Sales Advertising Telemarketing Personalization 52

ChurnZero

FEBRUARY 14, 2020

6 Ways to Spread the Customer Love. All of this to say, from the bottom of our hearts, we love our customers; therefore, we promise to never send you chalky candy on Valentine’s Day. Now, read on to discover how to spread love among your customers and receive it in return. Finding Loyalty in a Hopeless Place. Welcome Packages.

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

JivoChat

NOVEMBER 22, 2021

That’s exactly where content marketing enters, helping you to communicate with other companies, considering what the B2B (Business to Business) model needs. . Many SaaS B2B products require a how-to or a tutorial, for example. Customers reviews also have a huge weight for convincing customers to acquire a SaaS product.

SaaS 52

SaaS Marketing B2B Metrics 52

Babelforce

JUNE 3, 2021

In the long term, it can increase the average lifetime value of customers. Existing customers already trust your business; convincing them to spend a little extra can be far easier than getting entirely new customers through the door. You see this when: A software company convinces existing customers to upgrade their plan.

Upselling 52

Upselling Interactive Voice Response Outbound sales Contact Center 52

GetFeedback

AUGUST 10, 2018

According to Gleanster Research , only 25% of marketing leads are actually qualified enough to pass to sales, and 79% never become customers. These broken processes create friction throughout the buyer experience, too. In fact, they’re a lot harder to come by than most people (looking at you, marketers) tend to think.

Surveys 60

Surveys Sales Feedback B2B 60

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. Is my experience going to be relevant in the years to come? So, what’s the job outlook for Customer Success professionals? 6 in the U.S. #2 2 in Mexico. #6

SaaS 64

SaaS Transportation B2C Customer retention 64