Totango

JULY 13, 2021

The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. In the future, you may be able to offer them an upsell. Elements that Drive Customer Success Growth. And if a customer does cancel, find out why.

Customer centricity 101

Customer centricity B2C Enterprise Upselling 101

Nicereply

FEBRUARY 2, 2024

This article examines what customer success is and why it’s important, and shares valuable tips to build a customer success strategy. This will simplify your B2C or B2B sales lead generation efforts since prospective clients will come to you with pre-established trust courtesy of the positive reviews by your happy customers.

Education 59

Education Accountability Customer retention Journey mapping 59

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

CSM Magazine

MAY 16, 2023

By prioritising customer value and care, customers are more likely to engage in upselling opportunities and even become brand advocates, recommending the company to others. Moreover, fintech companies stand to gain from cultivating a culture of trust with their customers.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

Comm100

NOVEMBER 2, 2020

Chatbots are often associated with B2C verticals, so what is a chatbot’s role in B2B? It can help answer questions to simplify the onboarding process, get acquainted with your platform – and offer upsells and cross-sells when a customer is most likely to convert. . They can reach out and offer an upsell or a cross-sell.

Chatbots 58

Chatbots Customer Service Banking Healthcare 58

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Communities furthermore, lower service costs and dramatically affect retention and upsell.

Advertising 98

Advertising SaaS B2C Engineering 98

Quality Contact Solutions

FEBRUARY 12, 2021

Trained call center agents take the calls and handle them in a manner approved by the franchisor, often resulting in additional sales, upsells, and certainly fewer lost opportunities. Using a centralized inbound call center can eliminate the risk that inadequate training or unanswered calls might result in lost opportunities.

Telemarketing 98

Telemarketing B2B Call Center Sales 98

Tethr

MARCH 22, 2021

This material originally appeared as part of our Learning Series podcast on B2C sales. Welcome to the Tethr Learning Series, The four “D’s” of better B2C sales performance. In the HBR article , we shared the findings from a large study that we ran. Listen to the original here. It’s what we do.

B2C 112

B2C Sales Inbound sales Upselling 112

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 334

Customer centricity B2C Feedback Upselling 334

ProProfs Blog

AUGUST 14, 2020

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. Identify upsell and cross-sell opportunities and help customers navigate those options to arrive at a purchasing decision.

Analytics 174

Analytics B2B Education Feedback 174

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

Tethr

APRIL 27, 2021

In this series, we’re diving deeper into some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision. Q&A: Dig into objections.

B2C 67

B2C Sales Inbound sales Coaching 67

Tethr

APRIL 27, 2021

In this series, we’re diving deeper into some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision. Q&A: Dig into objections.

B2C 62

B2C Sales Inbound sales Coaching 62

Tethr

APRIL 27, 2021

In this series, we’re diving deeper into some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision. Q&A: Dig into objections.

B2C 62

B2C Sales Inbound sales Coaching 62

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.

Customer Experience 37

Customer Experience B2B B2C Upselling 37

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

SmartKarrot

JUNE 2, 2022

While B2C brands offer a great customer experience, B2B companies need to meet higher expectations around customer experience. B2B companies score less than 50% in customer experience rates than B2C companies, which score 65-85%. Bell Canada is a B2B and B2C communications company. 8 Inspiring B2B Customer Experience Examples.

B2B 10

B2B Customer Experience B2C Banking 10

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys.

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

Amity

JANUARY 30, 2019

This article was originally published on WnTD's blog. Do you have cross-sell or upsell opportunities with your product? Or maybe your business model is B2C and an online customer experience strategy with digital experts is best. With Elizabeth's permission, we are republishing and sharing it with our community.

Education 61

Education Engineering B2C Technical Support 61

JivoChat

MARCH 25, 2021

In this article, we’ll share 10 live chat statistics that show how live chat can help improve the customer experience, lower costs, increase revenue, and ultimately deliver a positive ROI for your business. Also, make use of upselling and cross-selling strategies to boost your average ticket size and sell more.

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

In this article, we’ll share 10 live chat statistics that show how live chat can help improve the customer experience, lower costs, increase revenue, and ultimately deliver a positive ROI for your business. Also, make use of upselling and cross-selling strategies to boost your average ticket size and sell more.

Wait times 52

Wait times Sales Scripts B2B 52

SmartKarrot

MARCH 2, 2022

One of the main reasons for this is that the market is already flooded with competitors, many of whom compete for customers’ already limited attention in both B2B and B2C environments. Is the tone of the article appropriate? Read additional tips on how to build cross-selling and upselling strategies.

SaaS 12

SaaS Marketing Upselling Engineering 12

SmartKarrot

MARCH 9, 2022

In this article, we have discussed how to move from a sales-led mindset to a product-led one. Increase in upselling and retention. Additionally, the teams should work in the lines of B2C business, which take directly to their customers about their product. The first step towards it involves developing a product-led mindset.

Sales 10

Sales B2C SaaS Education 10

SmartKarrot

SEPTEMBER 14, 2023

In this article, you will learn what a business sales playbook is and where you can download a free template. For instance, you may have specific policies on cross-selling or upselling products and services or allow your sales reps to have custom quotes depending on the products a customer wants. What Is a Business Sales Playbook?

Sales 10

Sales B2C Best practices B2B 10

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: Outstanding article on four types of customers that can make your life miserable. Here are my top five picks from last week.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

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. I’m creating this article in Google Docs. But at the beginning of this article, we mentioned that the UX during the onboarding stage is connected to long-term churn as well.

Accountability 75

Accountability Metrics Education Marketing 75

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

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Totango

NOVEMBER 3, 2021

The wording also may vary depending on whether your market is a B2B or B2C niche. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer. Passives and Detractors also offer opportunities for follow-up.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

Totango

NOVEMBER 3, 2021

The wording also may vary depending on whether your market is a B2B or B2C niche. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer. Passives and Detractors also offer opportunities for follow-up.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

The wording also may vary depending on whether your market is a B2B or B2C niche. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer. Passives and Detractors also offer opportunities for follow-up.

Best practices 94

Best practices Surveys Upselling Journey mapping 94

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

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience.

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. Listening to the voice of the customer sounds appealing in theory. But how do you do that in the real world?

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

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 92

Sales Coaching Brand ambassadors B2B 92

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. Her various books, blogs, articles, and whitepapers have helped many people understand the program, planning, and operational structure of Customer Success Organizations. Amarachi Ogueji. Sana Farooq.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21