Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Use your customer journey map to plan events that trigger customized offers. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

SmartKarrot

AUGUST 2, 2023

In this write-up, we are sharing a few valuable insights as to how a Customer Success leader should enable and empower their team. In addition to this, we will also highlight some great CS benchmarks that every Customer Success team should aim to achieve. CSAT Benchmark: Aim for a CSAT score of 90% or higher.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

Comm100

SEPTEMBER 10, 2018

Sadly, examples of friction in customer service are all around us: Having to queue in line to pay for a product or to wait for some service. Waiting a long time after sending a customer support e-mail or holding on the phone for hours. Friction Factors and Their Impact on the Customer Experience.

Customer Service 45

Customer Service B2C B2B Journey mapping 45

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. However, it also applies to B2B businesses. In the B2B world, the customer experience is crucial for businesses to differentiate themselves in a crowded market. You can foster a customer-centric culture by doing this.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

Nicereply

DECEMBER 15, 2020

Start to market your customer experience as part of your product, and your customers will be more willing to pay additional cash for their improved experiences. Only 23% of B2B marketers claim to have a customer-centric organization rather than a channel- or product-centric one. Invested employees do better work.

Customer retention 89

Customer retention Journey mapping Customer centricity Benchmark 89

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98