TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. At the time of development, there were no other B2B-focused support solutions, rather primarily ticketing management companies.

B2B 64

B2B Self service B2C Customer Support 64

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). Yet what happens after the initial sale isn’t always top of mind for most businesses. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). Yet what happens after the initial sale isn’t always top of mind for most businesses. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Solvvy

JUNE 17, 2021

Premium Service for Premium Customers. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. Tiered support packages have become a revenue-generating and commonplace practice for many SaaS and B2B companies. By engaging Solvvy, Lose It!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. By collecting accurate data and comprehensive information about your customers, you can improve retention, uncover additional sales opportunities, and boost your customer health scores.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

SmartKarrot

MARCH 17, 2022

B2B businesses need to reward their loyal clients frequently. While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. B2B companies need to focus on driving revenue and sales while incentivizing existing loyal customers. What is a B2B Customer Loyalty Program?

Best practices 10

Best practices B2B B2C SaaS 10

ChurnZero

AUGUST 31, 2021

For most B2B companies, Q4 means the time of contract renewals. It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Whether Customer Success or Sales Teams own the renewal process , it’s important to plan ahead for a jam-packed Q4.

Customer retention 95

Customer retention Best practices B2B SaaS 95

JustCall

NOVEMBER 23, 2022

Whether you’re running a B2B or B2C business, you need to establish a line of communication with your customers to ensure smooth operations. During low-demand periods, agents can be tasked with other things like sales activities and follow-up calls. Call centers are a critical part of any customer-centric business. Agent Retention.

Call Center 52

Call Center Management B2C Chatbots 52

JivoChat

APRIL 28, 2021

For example, a non-profit can answer questions about how they champion their cause, while private companies that sell B2C products or B2B services could use live chat to guide customers to the right product. Customer self-service. Doesn’t cover every possible aspect or potential query about your products or services.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. This team: Promotes products Builds customer relationships Communicates customer needs to the sales and marketing teams 5.Developing Traditional customer support models will not cut it.

Management 52

Management CRM Analytics Customer retention 52

CustomerSuccessBox

APRIL 7, 2022

Value promise : The proposition made by the sales and marketing team as a promise. Puneet referred to the SaaS animal framework, he says, while rats and rabbits in the lower tier were engaged with remote touch regardless of the shift, perhaps the actual difference is in how deer with $5,000 to anywhere between $50,000 ACV were dealt.

SaaS 52

SaaS Customer retention B2B Self service 52

JustCall

NOVEMBER 25, 2022

aids sales teams in enhancing performance and lowering acquisition expenses. The application provides sales representatives with in-conversation indications in real time to aid in improving customer engagement. Users: Sales; Sales Executive Industries: E-Learning; Education Management Market Segment : 59% Mid-Market ; 38% Enterprise.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. It might also be a good idea to bring back in the sales rep that originally sold the account to reinforce the business case that was outlined from the start. . Put Forward Upsell Opportunities.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

ChurnZero

AUGUST 31, 2021

For most B2B companies, Q4 means the time of contract renewals. It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Whether Customer Success or Sales Teams own the renewal process , it’s important to plan ahead for a jam-packed Q4.

Customer retention 52

Customer retention Best practices B2B SaaS 52

Babelforce

APRIL 14, 2021

And 90% of B2B executives say it’s an important factor to achieving their objectives. A SaaS tool and a luxury fashion brand, for example, interact with customers in vastly different ways. Consider how people discover your brand, how they move through the sales process, and what the post-sales experience is like.

Journey mapping 59

Journey mapping Contact center software CRM APIs 59

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. What Are SaaS Tools?

SaaS 71

SaaS CRM Advertising Analytics 71

Global Response

DECEMBER 5, 2022

Achieving excellence in business-to-business (B2B) customer service (CS) requires expertise across numerous fronts. Providing the best level of B2B CS means having the underlying technology to make all of those human connections appear seamless and instantaneous. What Is B2B Customer Service?

B2B 62

B2B Customer Service B2C Multichannel 62

CSM Magazine

JULY 17, 2018

Marketing and sales teams need live chat to collect leads and convert them into customers. Similarly, live chat software helps B2B businesses such as SaaS companies launch contextual marketing campaigns based on real-time user behavior, deploy interactive chatbots to engage with them, or offer proactive support.

SaaS 40

SaaS Chatbots Sales Benchmark 40

CSM Magazine

MARCH 18, 2021

Not only in marketing and sales, but also in service. They want and need to digitize and automate more with meaningful self-service solutions. Glock: As customers, there are four hurdles that customer service has to overcome. Many companies are therefore looking for new, more effective solutions. Cognigy.AI

Customer Service 75

Customer Service Chatbots Virtual Agent Contact Center 75

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels.

CRM 40

CRM Automotive Analytics Big data 40

Vistio

MAY 28, 2022

It was a B2B SaaS company serving the healthcare space. And this was another start B2B SaaS company in healthcare, that seems to be my wheelhouse these days, and I led implementation, support and customer success for that organization. Close to 20 years ago, I joined a startup. I was employee number 10.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

TeamSupport

JUNE 28, 2019

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more. Your SaaS customer support team. There is good news though!

SaaS 68

SaaS Morale B2B Feedback 68

SmartKarrot

NOVEMBER 22, 2022

Let us say you have a SaaS (Software As A Service) product that allows companies to send email newsletters easily. Longer Customer Life – With a more valuable customer base, your sales team will have more opportunities to sell additional products and services to existing customers.

Engineering 10

Engineering Sales Enterprise Self service 10

SmartKarrot

FEBRUARY 16, 2022

According to 71% of consumers, customer service at large organizations has stayed the same or gotten worse in the past few years. 38% of respondents of a recent survey on CX, enhancing service levels is the top aim for contact centers in 2022. How are B2B companies driving customer experience? If not, check out this blog.

Customer Experience 10

Customer Experience B2B Advertising B2C 10

SmartKarrot

FEBRUARY 21, 2022

The social media strategists, data scientists, business analysts, front office staff, sales managers, product folks, senior executives, C-suite leaders, and tech teams. Decision intelligence is being termed as the biggest B2B movement of this generation. This can empower the entire organization.

Analytics 10

Analytics B2B SaaS Self service 10

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 249

Customer Service B2B Customer centricity SaaS 249

SmartKarrot

APRIL 18, 2023

Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. Develop a self-service knowledge base to empower customers to find answers to their questions independently.

Upselling 10

Upselling Best practices CRM SaaS 10

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. SaaS suppliers must therefore evolve their customer-facing solutions, demonstrate greater value and delivering bigger wins for less. A greater pivot towards self-service is the natural outcome.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

SmartKarrot

JANUARY 18, 2022

Exceptional client service focus with the ability to confidently deal with executives and clients contacts at a senior management level. Coordinating with the CS, sales, operations, marketing and product teams to ensure customer objectives are being met. Creating quality educational content to improve customer self-service resources.

B2B 3

B2B Customer centricity SaaS Service level 3

JivoChat

AUGUST 9, 2021

At its core, great service experiences are about building bonds with your customers. We’re talking about romantic partners and close friends, the B2B vendors you interact with on the job, even the barista at your favorite coffee shop. Personalized customer service re-engages cold leads.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

At its core, great service experiences are about building bonds with your customers. We’re talking about romantic partners and close friends, the B2B vendors you interact with on the job, even the barista at your favorite coffee shop. Personalized customer service re-engages cold leads.

Personalization 52

Personalization Customer Service B2B SaaS 52

Mindtouch

APRIL 30, 2018

With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. Kaiser Mulla-Feroze, Cloud and B2B Software Executive. The MindTouch team has scouted far and wide for the most inspirational quotes in the Customer Success space. Our takeaway?

SaaS 48

SaaS Upselling B2B Self service 48

Kayako

JANUARY 7, 2016

We’ve seen some emerging trends appear: customer experience and communication are prominent, as well as getting the best out of your self-service and help centers, and changing customer behaviour and expectations. Tejaswi Chawla , VP of Sales and Rajiv Sharma , Sales Manager. Customers expect support to be available 24/7.

Customer Support 56

Customer Support Self service Technical Support Consulting 56

Kayako

MARCH 9, 2017

It may even take your work and service to a higher level. In a B2B SaaS company, a big part of your job is educating customers about your products. Creating self-service documentation. I’ve developed my writing skills and market knowledge about self-service content, along with enhancing my professional skills. “I

Customer Service 71

Customer Service Engineering Coaching Self service 71

Liveops

JANUARY 25, 2019

HubSpot is a great tool for small to medium size businesses to handle marketing, sales, and customer service all from one place. Manage all your sales and customer interactions in one, powerful CRM. Make self-service as easy as possible for your customers with personalized, interactive guidance. Rafflecopter.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

SmartKarrot

JANUARY 22, 2021

1995 – 2000: The Rise of Customer-Centric Business Outlook 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms 2005 – 2010: Automation and Marketing plugs in Engagement and Sales. The Customer Success Funnel SaaS and Mobile Apps Cloud and its Phenomenal Impacts. Customer Success: Present.

SaaS 10

SaaS Customer centricity CRM Analytics 10

Answer Dash

JULY 30, 2019

And here is my statement: What if customer service was the new untapped marketing channel that could help you to grow your sales? Customer service is the new marketing, here is why it’s important As stated before, customers lifecycle has been modified and is now increasingly complex. image source: sharpencx.com.

Sales 70

Sales Customer Service Multichannel Customer retention 70