Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers. We’ll cover the basics of: Customer journey mapping.

B2C 117

B2C B2B Journey mapping SaaS 117

ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. There are various benefits you can enjoy once you integrate the two platforms: Reducing chat tickets by up to 80% by showcasing relevant article links for the existing page in the chat widget. Webinar Registrations.

Analytics 174

Analytics B2B Education Feedback 174

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Read Shep’s latest Forbes article: What In The Heck Is ChatGPT?

Customer centricity 340

Customer centricity B2C Feedback Upselling 340

CX Journey

OCTOBER 10, 2018

Effective Customer Success strategy typically results in decreased customer churn and increased upsell opportunities. I've read a lot of articles about customer success in the last few days, and the lines between customer success and customer experience are blurred by many; some don't even come close. Here's how I've boiled it down.

Customer Experience 37

Customer Experience B2B B2C Upselling 37

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. You can watch all the recorded sessions from the conference for free and with no form-fill required – after you finish reading this article, of course). How does that make you feel? You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

Totango

JULY 1, 2022

Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. What Is Customer Loyalty?

B2B 108

B2B SaaS B2C Upselling 108

Amity

JANUARY 30, 2019

This article was originally published on WnTD's blog. Account Management / CS Sales. Do you have cross-sell or upsell opportunities with your product? If so, consider an Account Management or Customer Success sales team to drive your expansion and grow revenue from your existing customer base.

Education 61

Education Engineering B2C Technical Support 61

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. The answers are normally quite homogenous in B2C (e.g. Music on the go: Spotify.

Accountability 75

Accountability Metrics Education Marketing 75

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. Expansion of product usage through upgrade, upsell and cross-sell offers.

Best practices 103

Best practices SaaS Journey mapping B2C 103

ChurnZero

MARCH 31, 2023

The article cites Ben Childers , vice president of global client success at Engaging Networks who summed up the rationale nicely: “Organizations will be looking to their CS team to increase their net renewal rates as new business prospects are shaky at best. It’s slightly higher in the B2C sector at 6.8%

Benchmark 98

Benchmark B2B Accountability Consulting 98

SmartKarrot

OCTOBER 26, 2022

Implementing a comprehensive account management program is the greatest approach to preventing an expensive breakup with your most valuable clients. Key account management is the tactical method businesses use to manage and expand their most crucial clients. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management. Amarachi Ogueji. Bhavika Kochhar.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. Customer account journey for B2B organizations can help with this. . The B2B customer experience is affected by various touchpoints throughout the customer account journey. What is a customer account journey?

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start! by David Cooperstein C.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start! by David Cooperstein C.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Lumoa

MARCH 12, 2023

In This Article: What is a customer experience platform? Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Free Trial: Create your 30 day free trial account Aiwo Aiwo specializes in customer contact intelligence.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

Totango

FEBRUARY 15, 2019

Account ID. Account ID *. Please note that this record format applies for both B2B and B2C. In a B2B scenario, it is important to count both individual users and, at the same time, associate those users with their respective accounts. These counters track resources created on behalf of users and accounts.

SaaS 70

SaaS B2C B2B Metrics 70

Integrity Solutions

MAY 23, 2023

Whether you’re selling B2B or B2C, focused prospecting is about creating the connections necessary to drive your sales. Based on what we know about connection, you should prioritize existing clients (for upselling and cross selling purposes), past clients and potential referral partners.

Sales 91

Sales Coaching Brand ambassadors B2B 91

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Account teams are typically territorial regarding who gets access to their customers and customer intelligence.

B2B 62

B2B Feedback B2C Enterprise 62

Netomi

FEBRUARY 28, 2022

“We look forward to working closely with the Colombian crypto ecosystem and to supporting crypto products that empower Colombians to take control of their financial lives,” Cynthia wrote in an article on the company’s blog. Crypto is borderless by nature, and we are committed to expanding crypto access to individuals across the globe.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64