SmartKarrot

MAY 28, 2020

It is a common belief in the SaaS industry that the acceptable SaaS churn rate benchmarks is around 5% annually. There are many factors that decide what is an acceptable benchmark and what exceeds it. The volume of sales depends on if it is for B2B or B2C customers. They are: The size of your company. The kind of product.

Benchmark 10

Benchmark SaaS B2C B2B 10

Quality Contact Solutions

FEBRUARY 26, 2021

SOC 2 Type II certification is considered to be the benchmark for data security. About Quality Contact Solutions Quality Contact Solutions (QCS) is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs. and compliance professionals. “SOC

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

Totango

JUNE 4, 2021

Rewards will differ from B2B to B2C customers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal. You can also elicit feedback after customers achieve customized benchmarks. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

PeopleMetrics

JANUARY 24, 2022

Continuously measure CX after key touch points, empower action to be taken after each high-impact customer response (including service recovery), real-time results, benchmarks and helping you make sense of it all with world-class reporting and storytelling. High-impact customers will be a regular topic on PeopleMetrics LIVE! ,

B2B 90

B2B Journey mapping B2C Benchmark 90

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. Comm100’s 2020 Live Chat Benchmark Report found that 74.5

B2C 40

B2C B2B Benchmark Best practices 40

delighted

FEBRUARY 9, 2021

Benchmarks from our 2020 data. Your survey response rate is the percentage of people who respond to your survey. So, say you survey 1,000 people and 150 people respond – your survey response rate would be 15%. What is a good survey response rate? You may be thinking, “Hang on, wouldn’t COVID-19 have impacted 2020 response rates?”

Surveys 76

Surveys B2C B2B Feedback 76

Taylor Reach Group

NOVEMBER 21, 2019

In another recent engagement, for an in-house Business to Consumer (B2C) operation, TRG uncovered different issues that also surprised senior management. Benchmarking can provide insights into areas where your organization can improve. Center management and Human Resources were seen as disengaged and uninterested.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

GetFeedback

JULY 19, 2019

B2C customers, who already say it’s easier than ever to take business elsewhere, will follow. It is a challenge to broadly benchmark these indicators because the number of variables is infinite. This is why organizations should begin by establishing internal benchmarks through a pilot program. .

Airlines 123

Airlines Benchmark Surveys B2C 123

ShepHyken

JUNE 26, 2023

There is something here for every type of business, large and small, B2C and B2B. There is something here for every type of business, large and small, B2C and B2B. In this informative and entertaining article, Hodak takes her SUPER model and uses well-known brands from the fast-food industry to illustrate her points.

Customer Service 38

Customer Service Customer centricity B2C Entertainment 38

Fonolo

SEPTEMBER 19, 2017

Survey respondents represented a swath of different industries, both B2C and B2B… Their roles extended to newer digital channels like social and messenger, as well as traditional channels like call center and email. Understanding Industry Benchmarks. Who wrote it: The Incite Group. Where to get it: [link]. Plus So Much More!

Call Center 89

Call Center Contact Center B2C Benchmark 89

CSM Magazine

MARCH 9, 2018

The Smile report provides a summary of more than 1 million answers by customers to questions on B2C sales interactions with staff in 50 countries during 2017. ReactCX clients out performed the add-on sales UK benchmark by 15% in 2017”. For the first time in 14 years, the UK has topped the international Smile rankings.

Customer Experience 40

Customer Experience B2C Entertainment Benchmark 40

Lumoa

NOVEMBER 30, 2022

Naturally, this is setting a new benchmark for E-commerce stores, since customers are choosing to shop at only the best websites in the competitive space. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Natalie Petouhof

JANUARY 12, 2022

Most of those categories should be self-explanatory, but “orient” in this context refers to benchmarking your current customer and employee experiences against those of your competitors.

Customer Experience 52

Customer Experience B2B B2C Benchmark 52

Enghouse Interactive

NOVEMBER 13, 2020

Research carried out for the guide found that the 41% of B2C organisations ranked customer experience as the most important factor that they wanted to compete on, ahead of quality (31%) and price (27%). It outlines how companies can successfully embrace the Voice of the Customer, and the benefits this delivers.

Analytics 54

Analytics B2C Benchmark Feedback 54

Nicereply

MARCH 23, 2023

Benchmarking these strategies across companies is difficult. It’s worth noting that I’m speaking specifically of B2B here, and B2C may have different results.) Typically the onus to renew a customer is on account or success managers, but all aspects of the customer journey contribute to retention.

Customer retention 52

Customer retention B2B B2C Benchmark 52

Answer Dash

OCTOBER 15, 2018

Appropriately, the 2018 Demand Gen Benchmarks Report found that 70 percent of marketers say their demand-generation budgets are growing, and a third of them said they will grow by more than 20 percent. The Demand Gen Benchmark report found that 49 percent of respondents identified account-based tools as a top priority.

B2B 76

B2B Marketing Customer Experience Benchmark 76

LiveChat

SEPTEMBER 7, 2018

Thanks to its impressive ROI, 86 percent of B2C marketers use email , according to B2C Content Marketing 2018 Benchmarks, Budgets, and Trends. For B2C businesses, the best time to achieve the highest rate of opens, clicks, and responses was Saturday 12 AM, Saturday 12 AM, and Saturday 6 AM, respectively.

Personalization 51

Personalization B2C Marketing Benchmark 51

JustCall

DECEMBER 7, 2022

With these, you can benchmark your team’s performance against its goals and decide on appropriate incentives and training programs. The better way to do this is by investing in good B2C and B2B sales analytics software. But, here we have listed a few that are vital for every business to succeed.

Analytics 52

Analytics Sales CRM Metrics 52

Comm100

SEPTEMBER 10, 2018

Unfortunately, while this statistic might make sense, the data in our Live Chat Benchmark report has shown that the customer satisfaction rate for chat has dropped by over 3% this year. This, in part, is because ideal CX is all about instant answers and a friendly human that replies without wasting the customer’s time.

Customer Service 45

Customer Service B2C B2B Journey mapping 45

CX Journey

FEBRUARY 23, 2016

When clients look for benchmark data, B2B reports are few and far between. Clearly, there are differences between B2B companies and customers and their counterparts on the B2C side. Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? In short, yes.

B2B 56

B2B Customer Experience B2C Benchmark 56

Spearline

AUGUST 29, 2019

AR and VR have the potential to reshape the way we interact, whether that be socially, in a B2C context, or B2B. Our analytics facilitate the identification and root cause analysis of issues, and our reports allow you to benchmark the performance of your telecoms network. Conclusion.

Telecommunications 56

Telecommunications B2C voip Benchmark 56

Up Your Service

JULY 16, 2018

This holds true in every geographic market, and for both B2B business customers, and for B2C retail consumers. Technology Sets New Benchmarks for Innovation. In fact, 76% of customers say it’s easier than ever before to take their business somewhere else. Innovation has become the standard.

B2C 67

B2C Benchmark B2B Technology 67

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. Do you want to benchmark your performance, or are you focusing more on long-term continuous improvement? say the same.”. What is the objective and intent of the VOC program?

Feedback 53

Feedback Surveys B2C Benchmark 53

PeopleMetrics

FEBRUARY 25, 2022

Customer feedback from CX surveys, post-transaction reviews and recommendations, market research, web analytics, industry benchmarking data, and more are all common VoC channels for collecting data. For example, B2B and B2C voice of customer programs have several critical differences to understand as you start collecting data.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

Up Your Service

JULY 16, 2018

This holds true in every geographic market, and for both B2B business customers, and for B2C retail consumers. Technology Sets New Benchmarks for Innovation. In fact, 76% of customers say it’s easier than ever before to take their business somewhere else. Innovation has become the standard.

B2C 40

B2C Benchmark B2B Technology 40

Totango

JULY 1, 2022

Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. What Are Key Differences between Customer Loyalty for B2B and B2C Brands? Set measurable loyalty goals: Customer loyalty metrics enable you to set loyalty goals and measurable benchmarks.

B2B 107

B2B SaaS B2C Upselling 107

JivoChat

MARCH 25, 2021

According to Comm100’s 2020 Live Chat Benchmark Report , the average wait time between a customer initiating a live chat request being connected with a rep was 46 seconds. 61% of B2B businesses report offering live chat, versus only 33% of B2C businesses. Statistics show that a quality live chat experience is not all about speed.

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

According to Comm100’s 2020 Live Chat Benchmark Report , the average wait time between a customer initiating a live chat request being connected with a rep was 46 seconds. 61% of B2B businesses report offering live chat, versus only 33% of B2C businesses. Statistics show that a quality live chat experience is not all about speed.

Wait times 52

Wait times Sales Scripts B2B 52

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. SaaS success outcomes can be defined in terms of measurable digital benchmarks.

Best practices 102

Best practices SaaS Journey mapping B2C 102

ShepHyken

JANUARY 20, 2020

There are many companies out there (B2B and B2C) that have not given enough consideration to a subscription model. Live Chat Benchmark Report 2020 Comm100 Network Corporation. My Comment: While this article focuses on the travel industry, the main topic is around the subscription model.

Customer Service 291

Customer Service B2C Entertainment Customer effort 291

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” It’s slightly higher in the B2C sector at 6.8% That’s an outsized responsibility that requires a dedicated and expert Customer Success team.

Benchmark 98

Benchmark B2B Accountability Consulting 98

JustCall

OCTOBER 6, 2022

That’s because B2B sales have a higher average ticket size than B2C sales, take less time per deal, and are much easier to close. But even with these advantages, scaling B2C sales is still more straightforward: You can hire more people who will sell more products at a lower margin per sale.

B2B 10

B2B Sales B2C Finance 10

Lumoa

OCTOBER 31, 2018

Once the customer had a positive CX, it will set a new benchmark. It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. Never underestimate the customers expectation in CX. It will be growing and growing.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

PeopleMetrics

JULY 24, 2019

B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Perhaps employees should focus on something other than NPS ? And what about your basic survey health? Are you collecting enough customer feedback to define your goals effectively?

B2C 61

B2C Benchmark Surveys Feedback 61

Vistio

APRIL 2, 2022

And we also do a couple benchmarking surveys a year for member companies and also have an online forum, some private meeting groups for members to be able to exchange digitally in that environment. And many of, certainly my clients and member companies, are often refilling positions because of promotion out to other arms of the organization.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62