TeamSupport

DECEMBER 21, 2021

The more stunted a company’s online communication and chat platform, the further they are from their customers, and the less poised they are for success in 2022 and beyond. With 61% of B2B organizations using live chat , it's clear that live chat software is only becoming more necessary to be successful in the digital age.

B2B 98

B2B Airlines Sales Customer Support 98

aircall

JANUARY 4, 2021

The process for developing a B2B sales prospecting strategy is vastly different than what many long-time salespeople grew accustomed to over the span of their careers. Something that hasn’t changed is that sales prospecting is still an important and necessary part of B2B sales growth. The Importance of a B2B Sales Prospecting Strategy.

B2B 71

B2B Sales Best practices voip 71

Totango

MARCH 27, 2020

How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success.

B2B 83

B2B Management Journey mapping Enterprise 83

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Peter Lavers

JULY 28, 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.

Customer centricity 100

Customer centricity Finance CRM Metrics 100

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers.

B2B 78

B2B Feedback Consulting Consulting 78

aircall

DECEMBER 23, 2020

The B2B sales cycle is a time-consuming process that involves multiple parties, including procurement specialists, buying committees, and other stakeholders. Over the last 10 years, advancements in technology have changed the face of the B2B sales cycle for buyers and sellers. How Technology Has Changed the B2B Sales Cycle .

B2B 62

B2B Sales Technology voip 62

ijgolding

NOVEMBER 13, 2018

Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure. WHY VOC WORKS WELL FOR B2B. DEPLOYING VOC IN A B2B ENVIRONMENT.

B2B 74

B2B B2C Finance Automotive 74

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. How Customer Success Can Catalyze Customer-Centric Change. Customer Success Around the Web.

B2B 73

B2B Surveys Customer centricity Construction 73

ShepHyken

MAY 28, 2023

In his words: “No stock can escape the daily gyrations of the market, but when you’ve got a great company that knows how to give its customers exactly what they want—and what they need even if they didn’t know it existed—that’s a stock you can buy into market-wide wide weakness.” I refer to this as a hospitality mentality.

Customer Service 162

Customer Service Customer centricity B2C Government 162

Kayako

JANUARY 24, 2018

I’d purchased flights through a popular comparison site only to find double charges in my bank account. I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Customer support works better as a team sport.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

B2B 92

B2B CRM Enterprise Upselling 92

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years. And advocacy works.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

ijgolding

JULY 27, 2016

Back in 1999, the concept of the ‘customer journey’ did not really exist. However, even then, GE were the masters at understanding end to end ‘processes’ as well as the importance of customer centricity. The post Find, Win, Keep: A simple customer centric business strategy appeared first on IJ Golding.

Customer centricity 71

Customer centricity B2B B2C Advertising 71

Answer Dash

OCTOBER 15, 2018

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. Prospects and customers need to be addressed through multiple touchpoints, using the appropriate content and delivered through the right channels at the right time.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Peter Lavers

MAY 11, 2020

This is a massive challenge for sales and account managers who are primarily “numbers driven”. We have been speaking with clients across sectors, and a consistent theme has come through that right now customers don’t want to be heavily “sold to” by suppliers. These include: Customer centricity. This isn’t news to us.

Customer centricity 130

Customer centricity B2B Sales Accountability 130

Beyond Philosophy

AUGUST 17, 2015

These include product and service reliability and consistency, delivery of an experience and value, per customer perceptions, that fall inside of emotional, sometimes subconscious, parameters the customer considers as acceptable. delivery timing rate did not drive higher customer loyalty. order completeness rate and 99.5%

Banking 250

Banking Customer centricity Consulting Consulting 250

CustomerSuccessBox

SEPTEMBER 15, 2021

In simple words, SaaS customer success expert Lincoln Murphy says, Customer success is simply ensuring that your customers achieve their Desired Outcome through their interactions with your company. The competition is growing in the SaaS industry and customers now have many choices. Customer Retention.

outsourcing 52

outsourcing B2B SaaS Feedback 52

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.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

Peter Lavers

JULY 24, 2020

B2B consolidation – your customers are changing. Your best clients pre-COVID won’t necessarily remain so; what were previously 3 medium sized customers in the past could well merge and become a key account in the coming months. Digital transformation – oh, no not those words again!

B2B 130

B2B Accountability Marketing Sales 130

ijgolding

APRIL 21, 2015

I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. 70% of consumers are willing to spend an average of 13% more with companies providing excellent customer service. Redesigning Your Supply Chain with Customers in Mind.

B2B 53

B2B Customer centricity Accountability Technology 53

C3Centricity

JULY 27, 2021

I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. During this time, I have seen some great successes and some tragic failures in trying to make customers Raving Fans.

B2C 71

B2C B2B Accountability Sales 71

ChurnZero

DECEMBER 15, 2020

You’ll learn about the team’s structure, the team’s proudest moments, and how WalkThroughs have enabled immediate support and guidance to customers. . Criteria Corp started with Account Managers and was a largely reactive team. Our CSMs are dedicated to delivering value and customer specific outcomes.

Accountability 98

Accountability B2B Customer centricity SaaS 98

Talkdesk

JUNE 1, 2016

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. We went over a massive reorganization because accounts were changing hands. Companies need to be mindful of consistency with customer relationships.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40

Anexa BPO

SEPTEMBER 2, 2022

Resilient – considering that rejection and difficult customers are unavoidable in the world of sales and customer service, it’s important to remember that the best agents don’t take things personally, but simply adjust their strategy accordingly. Accountable – superstar agents hold themselves accountable at every step.

Sales 52

Sales Real estate Outbound sales Business Process Outsourcing 52

Quality Contact Solutions

JANUARY 27, 2022

This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account. Let’s talk about cross-selling. How a Partner Can Help You Increase Sales.

Sales 98

Sales Upselling B2C Best practices 98

Education Services Group

FEBRUARY 10, 2022

The customer-first mantra of the subscription economy isn’t going anywhere anytime soon, but many technology businesses lack the knowledge, experience, or bandwidth to implement customer-centric strategies, so they turn to ESG. High-growth fintech company for B2B payments. Innovative customer marketing platform.

Consulting 52

Consulting Consulting B2B Enterprise 52

Satrix Solutions

NOVEMBER 28, 2018

The numbers speak for themselves: 84% of B2B buyers are now starting the purchasing process with a referral. Perhaps it’s time to allocate some of your advertising dollars and place your bets on your most powerful resource: your existing customers. The Value of Happy Business-to-Business (B2B) Customers.

B2B 60

B2B Customer centricity Feedback Advertising 60

Satrix Solutions

SEPTEMBER 17, 2020

With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition and build a strong reputation as a customer-centric organization. But with different customer personas (decision-maker, end-user), should all customer feedback be considered equal?

Feedback 78

Feedback B2B Accountability Customer centricity 78

Amity

NOVEMBER 9, 2016

Directors of Customer Success make on average 125K to 150K per year, and finally, a CCOs and VP salary averages between 150K and 175K. In 2016, 60% of Customer Success Organizations have been around for 2 years, or less. 90% of teams have an account segmentation strategy and 67% segment their user base by account size.

Customer retention 107

Customer retention B2B Customer centricity Accountability 107

JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

JUNE 16, 2020

One of the main themes of the 2-day virtual event was customer centricity. Your customers remain your greatest asset and it’s more important than ever to be close to them. We pulled together the top ten Customer Success takeaways to share with you here. . Focus on the Customer Over Short Term Gain.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

Nicereply

FEBRUARY 2, 2024

This will, in turn, will help you: Build stronger customer relationships Earn customer trust Improve customer satisfaction Happy and satisfied customers often become advocates who rave about your brand on social media and review sites.

Education 59

Education Accountability Customer retention Journey mapping 59

The Petrova Experience

APRIL 3, 2024

Or your bank flagged your account for fraud protection. In these instances, you approach an agent or call the customer service number on the top of your bill or back of your card. Training customer-facing employees only does not equate to a well-equipped customer-centric organization. Imagine your train is delayed.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

SmartKarrot

OCTOBER 6, 2022

The key responsibility of an account manager is to retain customers and work as an intermediary for the organization’s sales team. They are responsible for growing the company’s revenue by empowering its relations with an existing customer. Who is an Account Manager? Activities of a SaaS Account Manager.

Accountability 10

Accountability Management SaaS CRM 10

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

SmartKarrot

SEPTEMBER 18, 2020

In B2B SaaS or any other business per se, the competitive advantage is an attribute that allows a company to outperform its competitors. However, customer success is proving out to be one of the main for the B2B SaaS business model. Based on the customer’s feedback, you start refining your product in a more strategic way.

B2B 14

B2B SaaS Customer centricity Sales 14