ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Get a 360-Degree View of Your Customers . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

ShepHyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Journey mapping 176

Journey mapping Customer emotions Customer effort B2C 176

JustCall

NOVEMBER 24, 2022

Do you know that many sales reps don’t like to follow imposed instructions, and 2/3rds of all salespeople don’t follow a s ales process ? A B2C or B2B s ales process is never boring. A B2C or B2B s ales process is never boring. Despite everything, you need a formal sales process to complete sales faster.

Sales 52

Sales B2B Surveys CRM 52

JustCall

DECEMBER 7, 2022

You want to rev up your sales team performance to compete in this fast-paced world. Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics?

Analytics 52

Analytics Sales CRM Metrics 52

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? Specialists at one or both companies may be called in to conversations with the supplier’s account team, or ad-hoc as needs arise.

B2B 59

B2B Customer Experience Journey mapping Engineering 59

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. SLAs are the safety net of accountability that businesses use to alleviate these fears.

Service level 49

Service level B2B Construction Morale 49

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. After all, B2B buyers don’t respond to reward points and coupons. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. Download the free report here.).

B2C 66

B2C B2B Customer retention Marketing 66

TeamSupport

AUGUST 3, 2018

But, what happens when a competitor comes for one of your key accounts? In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. Here are six ways companies are using B2B customer success solutions to crush the competition….

B2B 56

B2B Self service B2C Morale 56

Satrix Solutions

JULY 28, 2021

As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. Imagine fast-tracking a product enhancement that few of your customers even care about. While the benefits may be clear, the risks do not get as much attention.

Customer Experience 122

Customer Experience B2B Surveys Construction 122

CustomerSuccessBox

SEPTEMBER 15, 2021

Likewise, a customer success manager can be instrumental in retaining a customer who is currently on a free trial by guiding them through the process, answering questions, and providing key support at an early stage. Suggested Reading: Designing a Customer Onboarding Framework for B2B SaaS. Customer Retention.

outsourcing 52

outsourcing B2B SaaS Feedback 52

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. SLAs are the safety net of accountability that businesses use to alleviate these fears.

Service level 40

Service level B2B Construction Morale 40

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries.

Accountability 40

Accountability Management B2C Upselling 40

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

TeamSupport

AUGUST 3, 2018

But, what happens when a competitor comes for one of your key accounts? In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. Here are six ways companies are using B2B customer success solutions to crush the competition….

B2B 40

B2B Self service B2C Morale 40

CustomerSuccessBox

JUNE 18, 2021

The webinar focuses on how to design the customer success strategy that is right for your SaaS company and how to operationalize, scale and automate that strategy through technology. 5 Steps to defining a perfect Customer Onboarding process for a SaaS Customer. Designing a Customer Onboarding Framework for B2B SaaS.

SaaS 52

SaaS B2B Customer retention Upselling 52

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

Influitive

DECEMBER 3, 2018

Modern B2B enterprises must provide a flawless post-sale customers experience to drive high customer satisfaction and growth.

Sales 64

Sales B2B Enterprise Metrics 64

Quality Contact Solutions

SEPTEMBER 21, 2021

If customer retention is not at the forefront of your business’s strategic plan, it should be. Did you know that retaining existing customers is far more cost-effective than acquiring new ones? In this article, we’ll cover 5 ways to retain customers.

Customer retention 105

Customer retention call center professionals outsourcing Sales 105

ProProfs Blog

FEBRUARY 13, 2020

To help you understand this further, we’ve put together a list of 60+ customer loyalty statistics that have been divided into the following categories: Customer Loyalty Program Statistics. Benefits of Improving Customer Loyalty. Customer Loyalty B2B Statistics. Social Media & Customer Loyalty.

Customer retention 164

Customer retention Sales B2B Marketing 164

SmartKarrot

MAY 15, 2023

Key Account Management (KAM) is the art of strategically managing and nurturing these vital accounts, unlocking their full potential and driving long-term growth. In this blog, we present the top seven books for Key Account Management, carefully curated to provide you with a treasure trove of insights, strategies, and practical advice.

Accountability 10

Accountability Management Best practices Customer retention 10

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. more than the same percentage increase in retention.

SaaS 94

SaaS B2B Accountability Marketing 94

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. B2B tends to expect responses within 1-24 hours.

B2C 83

B2C B2B Benchmark Best practices 83

SmartKarrot

JUNE 28, 2023

A key account means one of your business’ most valuable customers. In fact, a survey by Bain & Company shows that a 5% rise in customer retention results in over 25% surge in profits. Please read on to learn some of the CRM challenges faced by key account managers today. This now becomes a challenge.

Accountability 10

Accountability CRM Management Customer retention 10

ChurnZero

JUNE 16, 2020

Don’t Forget About the Human Touch in Your Customer Communications. Great talk by @triciagellman on re-thinking the sales funnel! It’s not about B2B it’s now H2H – Human to Human. Customer Success Around the Web. Key takeaways: 1. Bring empathy and innovation together 2.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

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

SmartKarrot

NOVEMBER 14, 2022

The decisions your business makes during the account onboarding process can be crucial for determining the future success of an account. Account onboarding can help your business address customer queries and concerns related to the value your products and services can provide them.

Accountability 10

Accountability B2B Journey mapping Construction 10

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. 8 Best Strategies for Customer Onboarding at Scale.

Education 52

Education Customer retention Sales B2B 52

SmartKarrot

MAY 11, 2022

The first lesson a B2B SaaS (Software as a Service) marketer learns about account-based marketing tactics is that you cannot possibly target each customer in your niche. This is the hard truth of account-based marketing strategy. Develop and execute targeted marketing for key accounts. The answer is quite simple.

Accountability 10

Accountability Marketing B2B SaaS 10

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it.

Management 52

Management CRM Analytics Customer retention 52

Nicereply

NOVEMBER 21, 2023

When to Use: Post-purchase: Within 24 to 48 hours after purchase After customer service interaction: Right after a support ticket is resolved Post-onboarding: Once a user has completed the onboarding process Why They Matter: Transactional NPS surveys are excellent for understanding the customer’s feelings about a particular transaction.

Surveys 59

Surveys B2B Feedback Education 59

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

CustomerSuccessBox

OCTOBER 19, 2021

Because if you think about the cost to acquire a customer, there is a cost of bringing a customer into your business and it does likely take longer than a one-year term to recoup that revenue. This means if your customers are not renewing after their initial year subscription you’re likely losing money.

Customer retention 52

Customer retention Metrics B2B SaaS 52

CSM Practice

MAY 22, 2022

You see, this is a repeatable process that starts post-sales. Once a prospect becomes a customer, the wheels of the framework start turning. Hence, the Customer Success framework is the foundation to design and build your aligned processes. Why is it important to design a Customer Success framework ? . Onboarding.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

Quality Contact Solutions

DECEMBER 28, 2022

Not only do loyal customers provide a steady stream of revenue, but they also tend to spend more, refer friends and family, and provide valuable feedback that can help improve your products and services. If customer retention is not at the forefront of your business’ strategic plan, it should be.

Telemarketing 52

Telemarketing call center professionals Call Center outsourcing 52