ShepHyken

SEPTEMBER 7, 2023

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. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. When looking for a platform, take all of this into consideration.

Customer centricity 332

Customer centricity B2C Feedback Upselling 332

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. When I joined the HelloSign team, our customers were mostly B2C and starting to emerge onto the B2B side.

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

JUNE 29, 2020

But let’s first understand what differentiates them from B2C mobile apps. B2B Mobile Apps vs. B2C Mobile Apps. The most significant distinguishing factor between a B2B mobile app and its B2C counterpart is its target audience. While B2C apps are meant for regular consumers, B2B mobile apps target strategic decision-makers.

B2B 10

B2B Analytics B2C Upselling 10

SmartKarrot

JUNE 29, 2020

But let’s first understand what differentiates them from B2C mobile apps. B2B Mobile Apps vs. B2C Mobile Apps . The most significant distinguishing factor between a B2B mobile app and its B2C counterpart is its target audience. While B2C apps are meant for regular consumers, B2B mobile apps target strategic decision-makers.

B2B 10

B2B Analytics B2C Upselling 10

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. When I joined the HelloSign team, our customers were mostly B2C and starting to emerge onto the B2B side.

B2C 60

B2C SaaS Accountability B2B 60

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. upselling to the most loyal customers) Process changes (e.g. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI? Why is NPS ® going up or down?

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

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. Today, the number of customer data analytics tools are overwhelming. But standing in your way are existing customer data management challenges.

Analytics 51

Analytics Journey mapping Multichannel Government 51

SmartKarrot

JULY 30, 2021

It’s a powerful, emerging marketing tool – customer success. Be it B2B or B2C, a subscription model of business, or any other, customer loyalty is the biggest gain for companies from customer success. Analytics can go a long way in giving a score to your customer’s value from your service or product.

Upselling 10

Upselling SaaS B2B Metrics 10

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. A CX platform combines all of that.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

SmartKarrot

JUNE 29, 2020

B2B target audience is way lesser in numbers than B2C audience. In B2C marketing, you need to address a vast majority of the crowd. Since your target customer segment is way smaller than B2C, you need to design a specialized marketing strategy for them. But this approach is not useful in B2B marketing.

Accountability 10

Accountability Marketing B2B B2C 10

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. B2B, B2C and Inside Sales Job: How to Make Your Choice. So, before you make a choice between B2B, B2C, and Inside sales jobs, let’s get a quick overview of each: B2B Sales. The B2C sales sector deals with selling products directly to the public. Inside Sales.

Sales 52

Sales B2C call center software B2B 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. upselling to the most loyal customers) Process changes (e.g. At the same time it is also what most companies are missing.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ChurnZero

JULY 12, 2019

The answers are normally quite homogenous in B2C (e.g. Success is linked to renewals, upselling opportunities, account expansion, and advocacy. Think of utilities such as Google Analytics or your CRM solution. Use proactive support with in-app guidance together with in-app communication tools and emails.

Accountability 75

Accountability Metrics Education Marketing 75

Nicereply

MARCH 8, 2023

Are you utilizing these tools to give your customers a positive customer experience ? To get the best customer success data, you can use analytics tools to monitor customer experience. It’s straight from the horse’s mouth, which does something analytics can’t: take into account how your customers feel about your product.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. upselling to the most loyal customers) Process changes (e.g. At the same time it is also what most companies are missing.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

JivoChat

APRIL 15, 2021

An estimated 67% of B2C businesses have installed live chat solutions on their website to streamline the customer service experience and capture critical data they can use to enhance their business strategy from all angles. Live chat provides businesses with more upsell and cross-sell opportunities.

Best practices 52

Best practices Upselling CRM Sales 52

JivoChat

JUNE 15, 2021

B2B and B2C users can use apps to improve their Shopify store experience, integrate Shopify with other tools they’re using, and streamline the online shopping experience. With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. Used for: Post-purchase upsells.

Upselling 52

Upselling Analytics Sales Marketing 52

JivoChat

AUGUST 24, 2021

By leveraging data analytics, you can prepare by staffing more agents or developing a more robust FAQ section on your website. It might also suggest that your frontline support agents need more tools or training to resolve issues without escalation. Upsell and Cross-Sell Frequencies. Net Promoter Score (NPS). Aiza Coronado.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

ProProfs Blog

DECEMBER 28, 2020

It’s not a surprise anymore that live chat has been established as the upcoming customer support tool in the market. It’s even becoming a popular sales tool among both B2C ( 74% ) and B2B (85%) business owners. Some tools like ProProfs Chat allow you to initiate a chat either through chat greetings or manually.

Chatbots 78

Chatbots Upselling Sales Feedback 78

Amity

JUNE 8, 2016

Over the last several years, sophisticated tools for analyzing customer data have made it possible for companies to target increasingly granular characteristics of their buyer personas. So many tools, so much disorganized information. And then there’s the biggest, most overlooked CRM tool of them all -- email.

CRM 67

CRM Journey mapping B2C Government 67

Natalie Petouhof

APRIL 4, 2016

They deliver customer data management, context-driven marketing tools and unified commerce processes for all a brand’s channels. Omni-channel solutions are pre-configured for B2C and B2B, and for specific regions and industries. Predictive service based on warnings, alarms, or analytics sent by the devices themselves.

CRM 40

CRM B2C B2B Marketing 40

REVE Chat Blog

NOVEMBER 21, 2019

It generates visitor report analytics that helps businesses to track the behavior of the website visitor. How live chat acts as a lead generating tool? It will open the door for upselling. For sure, this proves why live chat is a powerful tool for lead generation. . #2. Automate your lead generation with bots.

Best practices 77

Best practices B2B Sales Chatbots 77

Netomi

FEBRUARY 28, 2022

We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. Have you seen the latest Customer Success tool landscape? We also partner with the user research and support team. She has an M.B.A

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64