TeamSupport

DECEMBER 21, 2021

The more stunted a company’s online communication and chat platform, the further they are from their customers, and the less poised they are for success in 2022 and beyond. With 61% of B2B organizations using live chat , it's clear that live chat software is only becoming more necessary to be successful in the digital age.

B2B 98

B2B Airlines Sales Customer Support 98

Peter Lavers

JULY 28, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. So, what’s the answer?

Customer centricity 100

Customer centricity Finance CRM Metrics 100

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer retention 62

Customer retention B2B Enterprise Metrics 62

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. You generate additional resources by proactively providing your customers with additional value.

B2B 62

B2B Enterprise Best practices Upselling 62

Satrix Solutions

JANUARY 24, 2022

Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative. Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform. Make insights shareable beyond CX and Customer Success teams.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. It’s easy to miss the new B2B buyer demands. Deconstruct internal silos . For example.

SaaS 173

SaaS Customer Experience B2B Feedback 173

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. Customer Effort Score (CES) This gauges the difficulty or stress of a client to achieve different tasks successfully.

B2B 73

B2B Surveys Customer centricity Construction 73

TeamSupport

APRIL 6, 2021

Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.". Customers prefer omnichannel support options.

Self service 64

Self service B2B Customer Support Customer centricity 64

ijgolding

NOVEMBER 13, 2018

Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure. WHY VOC WORKS WELL FOR B2B. DEPLOYING VOC IN A B2B ENVIRONMENT.

B2B 74

B2B B2C Finance Automotive 74

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. However, while 78% of brands are measuring customer loyalty via these three metrics, very few businesses believe they are gaining any real insight from the results.

B2B 60

B2B Surveys Feedback Customer centricity 60

ShepHyken

OCTOBER 21, 2019

Advanced B2B CX Strategies Nobody Talks About by CustomerGauge. CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Be worthy of their esteem.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

B2B 54

B2B Customer Experience Customer centricity Surveys 54

Lumoa

OCTOBER 30, 2017

Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. But there are still some companies who don’t measure customer experience at all. Many of them are B2B companies but some of them are B2C companies. Do you suffer from metric anxiety?

Metrics 81

Metrics Customer Experience B2C B2B 81

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? So what exactly prevents or hinders these companies ?

B2B 105

B2B Upselling Customer Support Sales 105

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer centricity 10

Customer centricity SaaS B2B Employee engagement 10

Interaction Metrics

JUNE 21, 2023

But in our recent CXPA workshop roundtable on NPS for B2B companies, Bain’s Rob Markey disputed that premise. A Bain & Company veteran of more than 30 years, Markey is the co-inventor of NPS and created Bain’s approach to customer centricity. He recently wrote “ Are You Undervaluing Your Customers?

Surveys 62

Surveys B2B Feedback Customer centricity 62

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? So what exactly prevents or hinders these companies ?

B2B 98

B2B Upselling Customer Support Sales 98

TechSee

MAY 26, 2020

In 2019, before the world had heard of the novel coronavirus, a research report by Field Service News unsurprisingly identified improving operational efficiency-focused metrics as the top priority of field service organizations. Outcome-based KPIs such as these are crucial when it comes to ensuring customer satisfaction.

Customer centricity 109

Customer centricity Metrics Engineering Government 109

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

CX Global Media

FEBRUARY 6, 2019

Not efficiency metrics or channels to be managed. But that feeling of people or channels (channel management versus customer experience) can be so hard when you’re focused on the workload and response time. Reality Check: Are your customers people or channels? Not efficiency metrics to be managed. Please Share.

Contact Center 270

Contact Center B2C Coaching Call Center 270

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

B2B 62

B2B Feedback B2C Enterprise 62

Nicereply

NOVEMBER 27, 2023

As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. One metric that serves as a crucial tool in your arsenal is the Customer Satisfaction Score or CSAT. What is a CSAT (Customer Satisfaction Score)? How is CSAT Measured?

Metrics 59

Metrics Surveys Analytics Feedback 59

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Frustrated.

B2C 207

B2C Banking B2B Customer advocacy 207

Serenova

AUGUST 5, 2019

That’s certainly no easy task—especially amid the daily leadership challenges of improving efficiency metrics, training and engaging agents, and reversing the tide of agent attrition. Throughout the customer journey, customer interactions that drive loyalty are those that are: Effective; Easy; and. Automation.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. Design a customer-centric culture. Has it been deliberately designed to be customer-centric?

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Elements that Drive Customer Success Growth.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Create human connections between employee ambassadors and customers.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

TeamSupport

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers.

Customer Support 52

Customer Support Customer centricity First call resolution outsourcing 52

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Customer Guru

MARCH 5, 2018

And the fact that women outshone men is EVERY SINGLE of those competencies stands testimony to the idea that customer experience needs more women! This is probably one of the foremost qualities that a customer-centric leader must possess. Customer dynamics and expectations are also changing constantly. Takes Initiatives.

Customer centricity 110

Customer centricity B2B Feedback Morale 110

Talkdesk

JUNE 1, 2016

I’ve become a fan of looking at B2B products in the way you would look at B2C products; that is, measuring smaller metrics like time in app and daily active users. It brings together forward-thinking business leaders to explore how technology can improve the customer experience by enhancing customer loyalty and happiness.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. Your existing customers are far easier to upsell. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64