PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). You can also think of certain industries where all your customers are potentially high-impact such as B2B clients, rare disease pharma patients and 5 star hotel guests. Fire away those ad hoc surveys!

B2B 90

B2B Journey mapping B2C Benchmark 90

JustCall

OCTOBER 6, 2022

There are many new opportunities and challenges in the world of how to scale B2B sales. In a B2B sale, the buyer is more aware of how their purchase will affect the rest of the organization. Have you ever wondered how to scale B2B sales ? Table of Contents: What are B2B Sales?

B2B 10

B2B Sales B2C Finance 10

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B tends to expect responses within 1-24 hours.

B2C 83

B2C B2B Benchmark Best practices 83

Satrix Solutions

SEPTEMBER 8, 2020

This has led to a measurable impact on sales performance. Competitive Benchmarking Study. A competitive NPS benchmarking study is also a valuable CX program for CMOs. Sales Win Loss Analysis. The final program I’ll touch on is the Sales Win Loss program. Evolving Accountability for CX.

Marketing 78

Marketing Customer Experience Benchmark B2B 78

ChurnZero

DECEMBER 21, 2022

Get Dave’s rapid-fire takes on whether startups should track customer lifetime value, if time to value is actually worth monitoring, how to comp both sales and CS on expansion, and much more. With so much riding on this pivotal phase, you might feel inclined to custom-fit onboarding to each account.

SaaS 98

SaaS Benchmark Metrics Consulting 98

CustomerSuccessBox

OCTOBER 21, 2021

The subscription model has become the majority in the B2B SaaS industry. This is where customer success thrives and is so important for your B2B SaaS business. The Golden Benchmark in Customer Success. Assume your company starts with 100 accounts at the start of the year paying you a million dollars. million dollars.

SaaS 52

SaaS Upselling B2B Benchmark 52

Quality Contact Solutions

FEBRUARY 26, 2021

A SOC 2 audit report provides detailed information and assurance about a service organization’s security, availability, processing integrity, confidentiality and/or privacy controls, based on their compliance with the AICPA’s (American Institute of Certified Public Accountants) TSC (Trust Services Criteria).

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

Peter Lavers

JUNE 29, 2017

Systemic is defined as “of or relating to a whole system, especially as opposed to a particular part”, which in business infers a holistic approach, taking into account all the variables and soft/hard factors that affect the desired commercial and experiential outcomes.

Management 79

Management Benchmark B2C Banking 79

Joe Rawlinson

MAY 17, 2022

Now, the question is—what are the metrics and figures to benchmark for every industry? Building their account on highly targeted ad groups. As with previous benchmark reports, the numbers have been consistently high for these industries. Otherwise, they’ll end up inflating their budget to no avail. Average Cost per Click (CPC).

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

Nicereply

NOVEMBER 30, 2021

Customer churn is an unpleasant reality of any business, both B2C and B2B. In fact, the Client WinBack Benchmark Study found that 26% of clients return with a strategic win-back campaign, their customer lifetime value doubles, and the ROI for reactivating past clients is 32X or more. The Bottomline.

Surveys 104

Surveys B2C Benchmark Accountability 104

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B tends to expect responses within 1-24 hours.

B2C 40

B2C B2B Benchmark Best practices 40

SmartKarrot

MAY 28, 2020

It is a common belief in the SaaS industry that the acceptable SaaS churn rate benchmarks is around 5% annually. There are many factors that decide what is an acceptable benchmark and what exceeds it. The volume of sales depends on if it is for B2B or B2C customers. They are: The size of your company. The kind of product.

Benchmark 10

Benchmark SaaS B2C B2B 10

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

Comm100

MAY 20, 2022

Clicking this button opens a chat window connecting visitors instantly with an agent for support, sales, technical help, or anything else they might need assistance with. . Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. Fitbit – Generating millions in new sales.

Wait times 75

Wait times Benchmark Sales Personalization 75

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 88

Sales Upselling Metrics Accountability 88

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Enterprise 62

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

B2B 110

B2B SaaS B2C Upselling 110

Comm100

FEBRUARY 9, 2021

From sales and lead generation, to engagement and loyalty, live chat is an incredibly flexible tool. Fitbit – Driving almost $4 million in sales. At the time, prospects were forced to fill out an online form to get in touch with the sales team which was stunting engagement, and sales as a result.

Abandon rate 58

Abandon rate Sales Benchmark Banking 58

Pointillist

MARCH 22, 2018

90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. Upselling and cross-selling is not just a sales and marketing tactic to make more money for a company.

Upselling 71

Upselling Analytics B2B B2C 71

CustomerSuccessBox

JULY 14, 2021

Suggested Reading: Why is Customer Retention Important for B2B SaaS Business? Adoption Rate = Number of Unique Daily Logins ÷ Total Number of Purchased Account Licenses. 5 user adoption strategies for B2B SaaS businesses. Calculating Customer Adoption Rates for Usage. Get to the heart of why customers use your product.

SaaS 52

SaaS Metrics B2B Benchmark 52

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

MARCH 15, 2019

It’s inevitable with the nature of Sales, that not all deals that come over to Customer Success are going to be 100% great fit customers. The Scenario: You get a notification that you have been assigned a new customer account. You go back to the Sales rep who sold the deal and ask for specifics on some of the gaps in the notes.

SaaS 45

SaaS Best practices Morale Benchmark 45

Netomi

SEPTEMBER 20, 2021

AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. Once you have an account, it’s as simple as CC x.ai Best AI Chatbot for Sales: Drift. Drift B2B chatbots are implemented on websites to qualify leads without forms.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Kapta Customer Success

NOVEMBER 27, 2017

“Churn” is a term that gets used a lot in the Account Management and Customer Success conversations that we have here at Kapta. Many Account Managers and Customer Success Managers take churn very seriously (and many are compensated based on churn rates). How Much Does Losing a Customer Really Cost?

B2B 40

B2B Customer retention Accountability SaaS 40

Amity

JANUARY 27, 2016

A Customer success platform delivers economic benefits in three ways: they reduce churn, drive up-sells, and drive sales through secondary revenue and referrals. You need to chalk out a standard procedure, depending on types of accounts, as to how you shall help them, coach them and mentor them at appropriate junctions.

Upselling 57

Upselling SaaS Best practices Sales 57

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Just look at B2B bemouths like Salesforce, Moz, and HubSpot. Product Usage – is the account above 80% license utilization with high usage across all features? Being a good partner and delivering outcomes is expected.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

APRIL 25, 2016

Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. Don has held leadership roles across sales, business development, marketing and product management. Deliver the World's Best Customer Experience. Brandon Hickie.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ProProfs Blog

DECEMBER 12, 2019

B2B Customer Retention Statistics. Delightful customer experience is a major competitive advantage and is predicted to become the primary brand differentiator, overtaking product and price, for B2B sales by 2020. 31% of customers agreed that they reach out to companies using their Twitter accounts. Forrester ) Tweet This.

Customer retention 132

Customer retention Surveys B2B Marketing 132

ijgolding

OCTOBER 25, 2018

One of the first tests was a simple change to a banner, which led to an uplift in online sales of two percent against sales driven from the version of the banner mandated by the marketing director. According to Walker , by 2020, customer experience will stand out as the key brand differentiator, even over price. the almighty CLV).

Customer Experience 67

Customer Experience Journey mapping Benchmark Analytics 67

Talkdesk

JUNE 1, 2016

America Sales Solutions, LinkedIn. The best thing is to argue for more post-sale support and argue to allocate more sales resources there. I’ve become a fan of looking at B2B products in the way you would look at B2C products; that is, measuring smaller metrics like time in app and daily active users. Churn rate vs. NPS.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40

Totango

APRIL 14, 2020

The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. Here are 6 B2B customer segmentation best practices to help make that happen: Stay Goal-Focused. What is B2B Customer Segmentation? The Top B2B Customer Segmentation Best Practices.

Best practices 71

Best practices B2B Enterprise Accountability 71

Genroe

JANUARY 21, 2015

When using relationship surveys in a B2B company, use an account management approach where you collect the feedback and then review it with the decision makers in your client’s company. You make a big hullabaloo about the sales kick-off for the year. Don’t Bother Benchmarking Your Score Externally. It’s not.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Kayako

SEPTEMBER 3, 2015

Everyone seems to be doing webinars at the moment, with a reported 60% of B2B marketers including webinars in part of their content marketing efforts this year. It would be the benchmark for all our following webinars, and would give us an idea of what to expect in future. We set some goals. We hoped for: 100 registrants.

Benchmark 106

Benchmark Marketing Advertising B2B 106

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Is Customer Experience the Key to B2B Differentiation? Before starting his firm, Thompson worked in the IT industry for fifteen years.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

MARCH 31, 2023

In other words, the growth a company generates from loyal customers will vastly outweigh the value of the initial sale. Customer Success keeps sales team promises Sales and Customer Success teams both interact with customers at “different stages of their journey,” according to HubSpot. and slightly lower in B2B at 4.9%.

Benchmark 98

Benchmark B2B Accountability Consulting 98

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience. This single fact means a lot.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

Amity

FEBRUARY 2, 2016

Reviews have really changed the way we buy in the B2C world, and for B2B, really demonstrating the benefits of your product versus just telling can be a big differentiator in the buyer’s journey. January 13 - How to Build a Customer Success Culture with Strong Sales Alignment & Collaboration. March 7-9 - Influitive Advocamp.

SaaS 80

SaaS Education Customer retention Sales 80