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

Interaction Metrics

JUNE 24, 2020

Shep Hyken and Martha Brooke had a great conversation (6-23-2020) about the future of customer feedback. And yet, they found 4 situations in which (when done well) customer feedback surveys are warranted, and profitable: B2B Tracking Studies help you forge stronger, more productive relationships with your customers.

Feedback 62

Feedback B2B Surveys Metrics 62

ShepHyken

OCTOBER 26, 2021

Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback.

SaaS 184

SaaS B2B Consulting Consulting 184

OctopusTech

MAY 25, 2021

It’s a fact that for B2B software industries securing a new client can be a difficult as well as a hectic task. Moreover, all B2B businesses have certain objectives as well as deadlines to meet that correspond with their financial incentives. Simply put, a B2B customer onboarding must be like the way you begin with a new team joiner.

B2B 62

B2B outsourcing Customer Support Accountability 62

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

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

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. Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

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

CustomerSuccessBox

MARCH 4, 2022

Metrics for expectations. Each of these expectations is measured using the metric to see if it is attained or not. A metric must be predefined to know its efficiency whereas the team must be set to track the metrics at each stage. The post Customer Success Plan for Mature B2B SaaS Firms appeared first on.

B2B 52

B2B SaaS Metrics Upselling 52

delighted

OCTOBER 11, 2021

A skimmable survey is a survey that is easy to understand and answer, inviting more accurate and honest feedback. Bad: “How great was the 2-hour B2B H&S onboarding training from last week?”. It’s okay to send feedback to those providing you feedback about the feedback you’ve received. We think yes!

Surveys 89

Surveys Feedback Advertising B2B 89

Interaction Metrics

JUNE 21, 2023

In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. But in our recent CXPA workshop roundtable on NPS for B2B companies, Bain’s Rob Markey disputed that premise. In research, it’s the norm.

Surveys 62

Surveys B2B Feedback Customer centricity 62

ShepHyken

OCTOBER 18, 2021

Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. My Comment: Feedback is a gift. However you get it, you must choose the right metrics, use the right technology, and more. I’m a big fan of feedback, but remember that it is a history lesson.

Customer Service 207

Customer Service Airlines Feedback B2B 207

Satrix Solutions

AUGUST 24, 2021

Which departments most often ‘own’ NPS survey administration and/or the budget in other B2B companies? Are there other CX strategies and metrics that are commonly leveraged by your peers? That’s why we decided to launch an industry study on NPS in B2B. That’s why we decided to launch an industry study on NPS in B2B.

B2B 78

B2B Metrics Surveys Best practices 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. The post How Best to Create a B2B Customer Survey appeared first on ChurnZero. Begin with the End.

B2B 73

B2B Surveys Customer centricity Construction 73

TeamSupport

JANUARY 20, 2021

The practice of capturing customer feedback is widespread yet only 57% of companies report having formal procedures to act on reported dissatisfaction. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics.

Customer Support 81

Customer Support B2B Technical Support Accountability 81

CustomerSuccessBox

APRIL 19, 2022

But with the customer journey analytics tool, the team can leverage information from existing systems like natural language processors, text and speech analytics tools, and customer feedback management systems and use those insights to help address the customer needs. Metrics at different stages of the customer journey that require analytics.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

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

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. Online customer reviews. About Lee Li Fang.

Metrics 52

Metrics Customer retention B2B Surveys 52

bold360 Blog

MARCH 29, 2020

She wanted to learn why the customer was giving that feedback and how the business acted upon the feedback. This process took a year to nail down, but now the cadence for these metrics is solidly in place. John Hancock has multiple audiences they survey, including B2C and B2B customers. How often to release them.

Metrics 52

Metrics B2B B2C Surveys 52

CX Journey

DECEMBER 11, 2014

Don’t be weathered by the prep at first, Customer feedback can navigate the worst. So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. But before the clouds roll in, Prepare your ship for the task to begin.

Metrics 62

Metrics B2B Accountability Surveys 62

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). Compare key metrics before and after the change to understand the impact.

Customer Experience 110

Customer Experience Metrics Feedback B2B 110

Genroe

MARCH 31, 2022

Covering launching and running a VoC program; including the 5 Steps to launch it, the best VoC metrics to use and overall best practices. The post How To Launch and Run A Voice of the Customer Program appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

B2B 52

B2B Best practices Feedback Metrics 52

Totango

JANUARY 23, 2020

You should look at customer metrics that link directly to the successful use of your product, such as product usage rates, feature adoption, license utilization, number of escalations, and Voice of Customer feedback and ensuring you have the necessary systems and solutions to do so at scale. Set and Celebrate Goals.

Enterprise 105

Enterprise B2B Management Best practices 105

Influitive

MAY 15, 2015

The problem is, many B2B community managers are unsure about how to get started. Your roadmap should also include the metrics you’ll use to identify success. There are many quantitative metrics that you can apply to your community if you look hard enough. Don’t forget customer satisfaction & feedback.

B2B 61

B2B Metrics Benchmark Feedback 61

Customer Experience Matters

SEPTEMBER 11, 2017

The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. We also compared overall results to our benchmarks from the previous five years.

Benchmark 89

Benchmark B2B Surveys Feedback 89

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

Genroe

FEBRUARY 18, 2015

How customer feedback can help you quantify next year’s sales. Driving Customer Success with Net Promoter® metrics. This session is relevant to CXOs and Sales/Marketing executives in B2B companies, especially in hi-tech or business services. Genroe: Customer feedback and Net Promoter consultants. When and Where.

B2B 45

B2B SaaS Consulting Consulting 45

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

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

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

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. 1-2 Sweeney, Tom, Customer Support Transformation: The Guide to Essential Practices and Metrics , Dec 2020, Service Excellence Group, LLC. The first way to do so is to ensure product adoption and use.

B2B 98

B2B Upselling Customer retention Customer Support 98

TeamSupport

MAY 11, 2021

At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. H istorically, B2B customer support departments have not been thought of as revenue generating. We should be looking at just as many metrics related to our existing customers and just as diligently.

B2B 98

B2B Upselling Metrics Education 98

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. It’s about listening to customer feedback and actually implementing customer suggestions. Create Loyalty Programs with Enticing Rewards.

Airlines 259

Airlines Metrics Advertising Sales 259

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. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Totango

MAY 10, 2022

In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. B2B executives and stakeholders are engaged when they see that product usage is helping their company achieve its business goals efficiently and cost-effectively.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76