Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The data is © Dimension Data, 2019 Global Customer Experience Benchmarking Report, but the observations and conclusions are my own.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

ClientSuccess

MAY 17, 2022

Before we get into benchmarks, let’s take a step back and review what NPS entails. NPS benchmarks. Here are some recognized NPS benchmarks to measure your score against: Consulting – 62. B2B Software & SaaS – 30. And, if you are above the benchmark, now is not the time to fade off. Digital Marketing – 57.

Benchmark 52

Benchmark B2B SaaS Metrics 52

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. Rob Belcher from SaaS Capital answers your SaaS benchmarking questions.

Benchmark 52

Benchmark SaaS Metrics B2B 52

CustomerSuccessBox

FEBRUARY 17, 2022

If you’re wondering, why is retention so important in B2B SaaS, read – Why is Customer Retention important. Because net dollar retention refers to the percentage of your business that you’ve been able to keep and grow over time, a rate of at least 100% would be a suitable benchmark. Increases MRR.

Benchmark 52

Benchmark SaaS Customer retention Upselling 52

Influitive

NOVEMBER 28, 2016

B2B content marketing as we know it is broken. Only 30% of B2B marketers say their organizations are effective at content marketing, according to the 2016 B2B Content Marketing Benchmark Report.

B2B 75

B2B Marketing Benchmark Consulting 75

CustomerSuccessBox

MARCH 25, 2021

In B2B SaaS you spent anywhere between 1 – 3X times the Annual contract value (ACV) as your Cost of Acquiring the Customer (CAC). In fact, as per industry statistics, boosting customer B2B retention by 5% increases profits by up to 95%. Well, churn is inevitable but what pains in B2B Customer Retention are unexplained churn.

Customer retention 52

Customer retention SaaS B2B Upselling 52

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. The Demand Gen Benchmark report found that 49 percent of respondents identified account-based tools as a top priority.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Beyond Philosophy

MARCH 25, 2019

They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. In B2B, we think we make logical (rational) decisions. I spent most of my life working in the B2B arena. It’s an interesting phrase because that’s a B2B purchase. When will it arrive?

B2B 333

B2B CRM B2C Education 333

CX Journey

FEBRUARY 23, 2016

Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. In short, yes.

B2B 56

B2B Customer Experience B2C Benchmark 56

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Watch this webinar to cover: A deep dive on 2020 SaaS retention benchmarks and the impacts the pandemic has had. Overview of the current B2B SaaS market and valuation drivers. Speaker: Ryan Johansen, Director of Customer Success, AppDynamics.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. You may also be interested to read the blog that I published on the Customer Attuned site that considers 3 critical conclusions from the report for the B2B sector.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. She is extremely passionate about B2B marketing strategies for products that harness the web and social media as customer channels. Shep Hyken.

Government 220

Government Technology Benchmark call center software 220

IdeasUnlimited

NOVEMBER 29, 2023

The Clutch Global and Clutch Champion Awards Clutch stands as a prominent B2B ratings and reviews platform, renowned for its meticulous evaluation processes and objective assessments of companies across various industries.

Business Process Outsourcing 59

Business Process Outsourcing industry standards Call Center outsourcing 59

Interaction Metrics

DECEMBER 1, 2023

2) Benchmarking: Your Net Promoter Score Company will compare you to a few indices. Examples of benchmarks might include other companies that report their Net Promoter Score or The American Customer Satisfaction Index (ACSI). Specialty manufacturers or B2B companies might not fit the NPS question well.

Benchmark 62

Benchmark Surveys B2B Feedback 62

Influitive

MAY 15, 2015

The problem is, many B2B community managers are unsure about how to get started. B2B communities are all about building relationships and trust, which take time to develop. That’s why we’ve pulled together a few tips to help you navigate the community ROI waters a bit more smoothly, and make measuring success a little less scary.

B2B 61

B2B Metrics Benchmark Feedback 61

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

PeopleMetrics

JANUARY 24, 2022

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. Longitudinal view” will allow analysis of individual response or account data over time (think tracking NPS of a B2B key account or high-impact customer over time).

B2B 90

B2B Journey mapping B2C Benchmark 90

Ann Michaels and Associates

APRIL 6, 2020

It gets a little trickier when you are a B2B company. B2B Mystery Shopping. You may be wondering what in the world is B2B mystery shopping? Business to Business or B2B mystery shopping is an excellent way to gain market intelligence for your business as well as get a good snapshot at your internal customer experience.

B2B 64

B2B Banking Benchmark Marketing 64

SmartKarrot

AUGUST 27, 2021

That is when the underlying concept of benchmarking has made lives easier. And that is why, today this blog will walk you through CSAT, NPS, CES – the three customer satisfaction score industry benchmarks. Table of Contents: CSAT Benchmarks NPS Benchmarks CES Benchmarks. CSAT Benchmarks. NPS Benchmarks.

Benchmark 10

Benchmark industry standards B2B Customer effort 10

Beyond Philosophy

AUGUST 5, 2021

For example, at Beyond Philosophy , a B2B company, we help organizations improve their Customer Experience, which is a service. In a B2B space, like training, having the attendees pay upfront can help them cross the price issue off their mental books and focus on the experience. . The payment is no longer hanging over your head.

B2B 195

B2B Consulting Consulting Benchmark 195

Joe Rawlinson

MAY 17, 2022

Now, the question is—what are the metrics and figures to benchmark for every industry? As with previous benchmark reports, the numbers have been consistently high for these industries. To get the most return out of their pay-per-click (PPC) campaign, businesses should learn which metrics to focus on and exert the most of their efforts.

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

ChurnZero

MAY 11, 2021

TSIA’s Customer Success benchmark data shows that 49% of companies monetize customer success, and when a company monetizes customer success, their Net Promoter Score is higher. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . TSIA (@TSIACommunity) May 4, 2021. .

SaaS 98

SaaS Benchmark B2B Analytics 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. 125% is the critical value to hit and is the generally perceived golden benchmark for a CS department.

SaaS 52

SaaS Upselling B2B Benchmark 52

SmartKarrot

AUGUST 2, 2023

In addition to this, we will also highlight some great CS benchmarks that every Customer Success team should aim to achieve. Customer Success Benchmark You Should Aim to Attain Now that we have discussed the ways a customer success leader can enable and empower their team, we can proceed toward discussing the customer success benchmarks.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

ChurnZero

DECEMBER 21, 2022

4/ 2022 SaaS retention benchmarks: How does your company compare? Once again, SaaS Capital’s Rob Belcher graces our “best of” list with this stat-filled session that distills down the results from their 11th annual B2B SaaS benchmarking survey. If you’re looking for retention benchmarks to set a baseline, start here. “We’re

SaaS 98

SaaS Benchmark Metrics Consulting 98

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.

Benchmark 10

Benchmark SaaS B2C B2B 10

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers?

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

CustomerSuccessBox

DECEMBER 22, 2021

If you’re in a b2b business and mainly catering to mid-market enterprise business, your end goal is obviously to delight your end-users. Industry best practices Benchmarking studies How mature are their processes compared to competitors? As a B2B SaaS business, you’re always interested in knowing what your peers are doing right.

Benchmark 52

Benchmark B2B Best practices SaaS 52

Fonolo

AUGUST 15, 2017

Understanding Industry Benchmarks. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. What’s Inside: What is CSat, NPS, and CES. Making the Most of Customer Feedback. Know What Makes Customers Tick. Plus So Much More! DOWNLOAD THE FREE 11 PAGE REPORT TODAY.

B2B 52

B2B Call Center Benchmark Contact Center 52

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

Peter Lavers

JUNE 29, 2017

I have previously blogged about the business systems for B2B, B2C, Public and Voluntary Sectors being fundamentally different, you can read it here: The value of systemic management in the customer experience. . the CRM system, digital channels, marketing, culture, sales-through-service, ease of doing business, etc.)

Management 79

Management Benchmark B2C Banking 79

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? How to scale 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 40

B2C B2B Benchmark Best practices 40

AskNicely

MARCH 8, 2018

Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report , indicated that: More than 80% of B2B brands view excellent CX as a business differentiator. 84% of B2B organizations reported revenue growth associated with smoother CX. In fact, customer obsession is now both non-negotiable and a recipe for growth.

B2B 60

B2B Benchmark Feedback Customer Experience 60

CustomerSuccessBox

DECEMBER 9, 2021

It is becoming an increasingly ineffective measure in the sense it does not give actionable insights but a good NPS score is still a big Customer Success benchmark. The Customer Success KPI benchmarks for companies. Companies’ customer success KPI benchmarks are on churn, MRR churn, and the NPS and CSAT value.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

Ann Michaels and Associates

JULY 14, 2023

Benchmarking performance: CI enables companies to compare their performance with that of competitors, identify areas for improvement, and set realistic goals. Competitive benchmarking : Mystery shopping can compare a company’s performance against its competitors.

Benchmark 52

Benchmark Upselling Wait times Feedback 52

Quality Contact Solutions

FEBRUARY 26, 2021

SOC 2 Type II certification is considered to be the benchmark for data security. About Quality Contact Solutions Quality Contact Solutions (QCS) is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs. and compliance professionals. “SOC

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52