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. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

B2B 62

B2B Feedback B2C Enterprise 62

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. upselling to the most loyal customers) Process changes (e.g. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

TeamSupport

APRIL 26, 2019

Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies. How to optimize the B2B customer experience for a competitive advantage. Understand the customer. B2B buyers are a different type of customers. Don’t wait to automate. Keep the conversation going.

Customer Service 55

Customer Service B2B B2C Upselling 55

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Upselling 98

Upselling SaaS Sales Accountability 98

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? As with campaign automation, RTIM often falls short for the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Regularly update training materials based on customer feedback.

Customer centricity 330

Customer centricity B2C Feedback Upselling 330

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it. What is customer success software, and why use it?

Management 52

Management CRM Analytics Customer retention 52

Totango

MARCH 26, 2019

In order for your enterprise to survive this shift to a customer-centered market, it must become customer-centered, too. A customer-centered approach makes customer satisfaction a top priority both before, during, and after the sale. Elements that Drive Customer Success Growth.

B2C 65

B2C Upselling B2B Education 65

REVE Chat Blog

NOVEMBER 21, 2019

Actually developing the interest to that extent that in customers that they will contact you to acquire more information and perhaps even end up with a purchase. Understanding the process and stages behind a lead generation funnel are very important as it helps to focus your sales efforts to turn your prospects into customers.

Best practices 77

Best practices B2B Sales Chatbots 77

Amity

JANUARY 30, 2019

This can greatly reduce the cost to serve in the long run if customers are set up properly from day one. Account Management / CS Sales. Do you have cross-sell or upsell opportunities with your product? Then perhaps your CX team should focus on hosting customer events and user groups.

Education 61

Education Engineering B2C Technical Support 61

Netomi

FEBRUARY 28, 2022

Asia’s first fully digital telco, Circles.Life is focused on giving power back to the consumer, and is “revolutionizing the digital services industry through a customer-centric user journey.” It’s a simple yet effective way to retain customers in a busy world.”. Connect with Gemma . Connect with Kellie .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Amity

FEBRUARY 2, 2016

Are Your Customer Success Stories Being Heard? Communicating your customer's successes can be one the strongest marketing approaches there is. Exploring the Top 5 Benefits of Customer Success. January 13 - How to Build a Customer Success Culture with Strong Sales Alignment & Collaboration.

SaaS 80

SaaS Education Customer retention Sales 80

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Currently, she is the Vice President of Customer Experience at Bugcrowd. Amarachi Ogueji.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Pointillist

APRIL 17, 2019

Insights obtained from Customer Analytics tools are used to address a variety of use cases, including acquisition, retention and cross-sell/upsell. What are Customer Analytics Tools?

Analytics 51

Analytics Journey mapping Multichannel Government 51

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. In the B2B world, the customer experience is crucial for businesses to differentiate themselves in a crowded market. You can foster a customer-centric culture by doing this. Like what you are reading?

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

APRIL 23, 2020

Customer success is fast becoming one of the most vital functions for software as a service (SaaS) companies providing subscription solutions that deliver personalized services to customers for minimal investment. Two Customer-Centric Approaches. That goes back to the nature of their purchases.

Customer Experience 10

Customer Experience SaaS B2B Customer centricity 10