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

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Customer Support Metrics Technology 86

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 95

Personalization SaaS Upselling B2B 95

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

Calltools

SEPTEMBER 15, 2021

B2B telemarketing requires a slightly different set of skills than telemarketing to consumers. Use the following tips to make your B2B campaigns more successful. Recycle Leads From Previous B2B Telemarketing Campaigns. During a B2B campaign, you want to reach people at work. Emphasize Lead Management Strategies.

Telemarketing 52

Telemarketing B2B Scripts CRM 52

TechSee

DECEMBER 22, 2019

Complex cases increase average handling time (AHT), a key performance metric that is deeply entrenched in the customer service field. Harvard Business Review conducted a comprehensive survey of call center representatives and classified them into seven different types, according to their personalities and approaches to the job.

Call Center 124

Call Center Personalization Contact Center Self service 124

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 digital transformation of business has encouraged customers to seek personalized, on-demand services and products built for their needs. The concept of B2B customer lifecycle stages gives focus to this ideal.

B2B 59

B2B Management Upselling SaaS 59

Mindtouch

JANUARY 23, 2020

To that end, we worked hard this past year to help our customer base run audits to identify the MindTouch ROI and value metrics they care most about—data points not inherently baked into our product. This included metrics around cost savings, efficiency gains, and revenue generation. Another company estimates $11.5 million in savings.

Metrics 62

Metrics B2C B2B Self service 62

TeamSupport

MAY 21, 2020

We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). Cost center : Our CEO told us a few metrics he wants us to keep an eye on, so we do.

B2B 59

B2B Customer Support Self service Morale 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. Create Personalized Offers. Create Personalized Offers. Leverage Voice of Customer Feedback.

B2B 62

B2B Enterprise Best practices Upselling 62

CustomerSuccessBox

SEPTEMBER 29, 2022

B2B SaaS businesses typically rely on their decisions on investments or IT solutions on the reliability of the brand or product. In B2B SaaS, what does time to value mean? This metric can be one of your USPs to set yourself apart from your rivals and keep customers around for the long haul.

SaaS 52

SaaS Metrics B2B Enterprise 52

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

TeamSupport

APRIL 6, 2021

Your marketing team already has tons of research on this type of person, including metrics such as how they search for information, how much time they spend on each page of your website and how their eye travels from top to bottom. This will guide the style, tone, look and keywords of each support entry.

Self service 64

Self service B2B Customer Support Customer centricity 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. Online customer reviews. Conclusion. About Lee Li Fang.

Metrics 52

Metrics Customer retention B2B Surveys 52

CustomerSuccessBox

APRIL 19, 2022

This will enable enhanced personalization efforts and make your customers feel that you truly understand them. Similarly, customer journey analytics will allow contact center professionals to smoothly monitor contact center metrics and help them analyze the serious metrics that impact key business objectives like the cost to serve, NPS, etc.

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. At the end, both the company and person should be onboarded.

SaaS 66

SaaS B2B Education Metrics 66

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. While the personal connection might skew results, it is also a good way to inspire people to actually participate.

B2B 73

B2B Surveys Customer centricity Construction 73

Hero Digital

AUGUST 5, 2019

As a whole, B2B marketing is boring. Job security is important, and many B2B organizations have created cultures (whether intentional or not) that discourage original thinking and punish experiments that don’t produce optimal results. This example was personalized for Ellie Hawkins. There, I said it. No judgement.

B2B 42

B2B Marketing Best practices Wireless 42

TeamSupport

APRIL 28, 2020

In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with B2B customers. It prevents them from contradicting what another agent said, and they can even search chats to find a solution that may have worked for a different person at the same company.

B2B 59

B2B Self service Analytics Metrics 59

TeamSupport

SEPTEMBER 6, 2022

If you didn’t raise your hand at all – and not only because you are in a public space and are wary of strangers seeing you perform erratic movements – then you better quickly learn why your B2B business needs to be customer centric. Don’t aim only for better metrics. Don’t neglect personalized customer service.

Customer centricity 98

Customer centricity B2B Customer Support Metrics 98

bold360 Blog

MARCH 29, 2020

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. Looking at the response rates, the B2B customers were much, much lower. She needed to know: When to release the numbers. How often to release them.

Metrics 52

Metrics B2B B2C Surveys 52

Totango

JANUARY 23, 2020

Lack of Customer Engagement: Enterprises should provide frequent, helpful, personalized engagements throughout the customer journey. Acknowledge their concern with personalized messaging and give the customer a clear path forward. Customers who do not get the support they need will lose interest. .

Enterprise 106

Enterprise B2B Management Best practices 106

ShepHyken

MARCH 23, 2021

Many studies have revealed that while the emotional and rational side of a person plays into purchase decisions, the emotional side tends to be more powerful in purchasing behavior. The companies that inspire a lot of customer love have better business metrics overall. What are the similarities between B2B and B2C companies?

B2C 202

B2C B2B Metrics Technology 202

ShepHyken

DECEMBER 12, 2016

(Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. My Comment: Personalization is becoming one of the best ways to deliver a better customer experience and artificial intelligence (AI) is playing a big role in helping companies deliver that better experience.

Customer Service 261

Customer Service Chatbots Metrics Contact Center 261

CX Global Media

FEBRUARY 6, 2019

Not efficiency metrics or channels to be managed. I’m a person. Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company. I’m a person – I take many journeys in life. I’m not “channel”.

Contact Center 270

Contact Center B2C Coaching Call Center 270

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 77

Journey mapping SaaS Enterprise B2B 77

Genroe

FEBRUARY 18, 2015

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. No charge to qualified attendees – strictly one person per company. Online Ticketing for The Science of B2B Retention Selling powered by Eventbrite.

B2B 45

B2B SaaS Consulting Consulting 45

Calltools

FEBRUARY 21, 2024

This response process is called “speed to lead” and is a key call center metric. The following stats illustrate how important response time is: 78% of B2B customers buy from the company that first responds to their inquiry. The average response time from a B2B is nearly two days. What is Speed-to-Lead?

B2B 52

B2B Sales Call Center Metrics 52

Beyond Philosophy

AUGUST 30, 2016

Edwards Deming believed that satisfaction was not an ineffective metric for understanding the impact of satisfaction on customer actions. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration.

B2C 150

B2C B2B Customer advocacy Consulting 150

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. Start by offering a comprehensive, personalized onboarding process that includes all users. What’s next?

B2B 98

B2B Upselling Metrics Education 98

JivoChat

JANUARY 15, 2023

Most live chat tools can also be connected with your CRM system, so you can easily track leads through your sales pipeline and always provide each person with the most relevant buying experience. Add Personalization to Your Email Sequences. The best way to ensure your emails always stand out is by adding unique personalization.

Best practices 75

Best practices B2B Sales Multichannel 75

ProProfs Blog

FEBRUARY 28, 2020

A majority of B2B marketers today focus on enhancing their marketing strategies on a daily basis. Before we lay out the specific questions to ask when you conduct a brand awareness survey, let’s look at some valuable metrics. These metrics will help you know the truth about your marketing efforts. A strong personality? .

Surveys 143

Surveys Metrics Marketing B2B 143

ChurnZero

JANUARY 20, 2021

Like many B2B SaaS businesses, happy customers are at the core of PieSync’s success. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. This is often the case for many B2B SaaS businesses. “We We might ask again: is all revenue good revenue?

SaaS 98

SaaS Upselling B2B Metrics 98

CustomerSuccessBox

DECEMBER 17, 2021

The effectiveness of this optimization process can be measured using metrics associated with the buyer’s life cycle. Every B2B Saas company tracks its conversion rate. Improving this key metric is fundamentally about optimizing your site and improving the buyer’s journey on the site. What is the customer lifecycle?

Journey mapping 52

Journey mapping B2B SaaS Metrics 52

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.

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

ChurnZero

DECEMBER 21, 2022

We’re only human and dealing with a torrent of media, distractions, deadlines, personal issues, and everything in between. 1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics.

SaaS 98

SaaS Benchmark Metrics Consulting 98