TeamSupport

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Agent Ratings tools invite your customers to provide immediate feedback on their level of satisfaction at the conclusion of their interaction with your support team.

B2B 98

B2B Customer Support Coaching Metrics 98

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

ShepHyken

NOVEMBER 6, 2023

B2B leaders know their continued resilience, and recovery from the shocks of the past few years, is rooted in their customers. There are plenty of examples and tips to get you thinking. This article shares the top customer support center metrics to pay attention to. There are some shards of light.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . 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? B2B companies sell to other companies. B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

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. It’s easy to miss the new B2B buyer demands. Plan for collecting and acting on consumer feedback. . Internal organizational silos are known in B2B SaaS. For example.

SaaS 173

SaaS Customer Experience B2B Feedback 173

delighted

OCTOBER 11, 2021

A skimmable survey is a survey that is easy to understand and answer, inviting more accurate and honest feedback. To see what we mean, here are some good and bad examples. Bad: “How great was the 2-hour B2B H&S onboarding training from last week?”. We think yes! The 5 keys to skimmability. Your respondents will thank you.

Surveys 89

Surveys Feedback Advertising B2B 89

inmoment

AUGUST 10, 2020

If you’re a practitioner who won support for your B2B experience program and have since implemented it across your organization , congratulations! Luckily, there are several tried-and-true metrics that practitioners can track to justify ROI, and we’re going to hit them all right now: Customer Acquisition Growth.

B2B 52

B2B Upselling Customer retention Metrics 52

Totango

MARCH 24, 2020

The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. The concept of B2B customer lifecycle stages gives focus to this ideal. Monitor product usage metrics . If you receive any kind of feedback from your customers, cherish it. Onboarding – The First Step.

B2B 59

B2B Management Upselling SaaS 59

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. Leverage Voice of Customer Feedback. Review and Enhance Features.

B2B 62

B2B Enterprise Best practices Upselling 62

Beyond Philosophy

JULY 21, 2022

We’re implementing a Voice of the Customer (VOC) program on a customer platform in a large business-to-business (B2B) organization. In some cases, particularly B2B situations, giving some of the data you collect back to respondents through quarterly reports of your data responses or something along those lines could motivate them.

B2B 221

B2B Surveys Metrics Consulting 221

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 121

Feedback Journey mapping B2C Accountability 121

TeamSupport

JANUARY 20, 2021

One example comes from the customer support manager at TeamSupport customer, OmniFund. The practice of capturing customer feedback is widespread yet only 57% of companies report having formal procedures to act on reported dissatisfaction. Technology tools such as TeamSupport’s proprietary Customer Distress Index ® (CDI) make it easy.

Customer Support 81

Customer Support B2B Technical Support Accountability 81

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. This is a guest blog post by Gaetano DiNardi from Nextiva. Begin with the End. Methodology.

B2B 73

B2B Surveys Customer centricity Construction 73

TeamSupport

APRIL 3, 2020

For example, companies that “master” support operations can leverage their expertise as an impactful competitive advantage. Here are 3 secrets to building a great B2B customer support team. Ensure your B2B company has excellent onboarding. So, how do you learn the secrets that elevate a support team to the next level?

B2B 64

B2B Customer Support Morale Metrics 64

delighted

JANUARY 20, 2022

This post is a guest contribution by Project Manager and B2B Copywriter, Lee Li Fang. In this article, we will discuss the most common measurements of customer satisfaction, how this data is collected, and why these metrics matter to the success of a company. For example, let’s say you want to measure your churn rate for the month.

Metrics 52

Metrics Customer retention B2B Surveys 52

GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask. What makes feedback actionable? . Who will act on it?

Feedback 79

Feedback Surveys Construction Best practices 79

CustomerSuccessBox

APRIL 19, 2022

For example, a marketing automation software that is primarily used for email drip campaigns will provide an in-depth analysis of the performance of every email, such as the number of people who received the email, those who opened it and took action but will not provide any insight into the customer experience. Awareness & Acquisition.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

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. Accepting all feedback requests would certainly require significant precious time. So, what does it mean?

B2B 62

B2B Feedback B2C Enterprise 62

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Unfortunately, while most companies obsessively track sales and marketing numbers, they completely overlook customer service metrics—and miss out on the insights they can learn about customer service, customer satisfaction, and brand loyalty. Ticket Volume.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. Here we will cover the second topic: Secrets of successfully onboarding a B2B SaaS Customer. Intangible value – Positive customer feedback.

SaaS 66

SaaS B2B Education Metrics 66

CustomerSuccessBox

DECEMBER 28, 2021

Example : You have a user base: it’s your population of individuals. For example, the segment for men under 50. B2B customer segmentation best practices. You need to be able to automatically track performance in real-time by comparing customer behavior and progress with metrics that are known to impact business success.

B2B 52

B2B SaaS Best practices Accountability 52

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. For example, a few hours after checking into my hotel, I got an email with this message. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Think “Survey+” for Customer Feedback.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Lumoa

JUNE 30, 2022

You might get feedback from your team around their perception of not being taken seriously across your organisation. The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). For example: What do we do to promote the customer experience?

Customer Experience 110

Customer Experience Metrics Feedback B2B 110

Interaction Metrics

APRIL 16, 2024

For example, Starbucks customers typically care much more about getting their order quickly than whether the barista uses their name–which is a nice touch and definitely affects the experience, just not by as much as how long the customer waits in line. Sure, B2B companies get some slack on delivery, but not a lot!

Customer Experience 62

Customer Experience Advertising Surveys Metrics 62

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

SaaS 98

SaaS Best practices Gamification Feedback 98

Nicereply

NOVEMBER 27, 2023

One metric that serves as a crucial tool in your arsenal is the Customer Satisfaction Score or CSAT. Whether you are new to the world of customer experience metrics or are looking for ways to improve your current methods, this comprehensive guide will offer valuable insights. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

Interaction Metrics

DECEMBER 1, 2023

For example, companies like Apple and Amazon are often part of the customer’s experience with you in so far as they set the bar on expectations for packaging, operations, and more. Examples of benchmarks might include other companies that report their Net Promoter Score or The American Customer Satisfaction Index (ACSI).

Benchmark 62

Benchmark Surveys B2B Feedback 62

Interaction Metrics

JANUARY 23, 2024

After all, if you shave your costs down to a pittance but get minimal response and meaningless metrics – you’ve wasted resources. To see why, compare Survey Invite A vs. Survey Invite B: The first example is aggressive and looks cut and pasted in. The second example is polite and is less likely to be deleted.

Surveys 62

Surveys B2B CRM Metrics 62

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK! So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. For example, if multiple clients contacted customer support about a capability, a tool, or feature the product didn't offer, businesses can use this insight to improve their offering and maintain lasting relationships.

B2B 98

B2B Upselling Customer retention Customer Support 98

Interaction Metrics

AUGUST 18, 2023

If you ask for feedback, and the customer reciprocates, you have a complete interaction. But how many tone-deaf customer feedback surveys do you receive in a month? I typically don’t take retailers’ surveys because I’ve come to expect inept survey design unless Interaction Metrics has written the survey.

Surveys 62

Surveys Feedback Metrics B2B 62

Genroe

FEBRUARY 18, 2015

We will explore these questions, example cases studies and provide some practical approaches in this informal breakfast session. How customer feedback can help you quantify next year’s sales. Driving Customer Success with Net Promoter® metrics. Genroe: Customer feedback and Net Promoter consultants. Presented by.

B2B 45

B2B SaaS Consulting Consulting 45

Satrix Solutions

SEPTEMBER 15, 2020

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. In the context of a B2B customer survey, we’re referring to feedback gathered in response to open-ended questions (i.e. Tip 2: Develop a codebook to evaluate open-ended feedback.

Surveys 78

Surveys B2B Feedback SaaS 78

Totango

JUNE 24, 2022

At the same time, the distinctive nature of SaaS offers unique advantages for customer success management, including the ability to engage customers digitally, the technological means to automate successful results, and opportunities to leverage customer feedback. Examples of important SaaS KPIs include: Freemium to premium conversion rates.

Best practices 102

Best practices SaaS Journey mapping B2C 102

Interaction Metrics

OCTOBER 16, 2023

Whether you’re in B2B or retail, the six principles apply. This is a retail example, but if you are in B2B, switch out a $100 sweater for a key product on which your company stakes its claim to fame.) Companies often send surveys and ask for customer feedback because it’s easy, and they feel they should.

Customer Experience 62

Customer Experience Surveys B2B Advertising 62

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97