Kapta Customer Success

OCTOBER 2, 2017

The principles can be applied any company that works with large organizational customers, but cannot be applied in B2C industries. Customer success is limited strictly to subscription-based service companies, but can be applied in B2B or B2C industries. These three metrics are the most important to showing true progress.

Accountability 40

Accountability Management B2C Upselling 40

JustCall

DECEMBER 7, 2022

But you don’t know how and where to start. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. This means how much potential revenue a customer can contribute for the time they remain a paying customer with the company. What is Sales Analytics?

Analytics 52

Analytics Sales CRM Metrics 52

ChurnZero

JUNE 28, 2019

If you are a Tetris player or a Customer Success Manager (CSM), you know that small actions can have huge impacts and yield unexpected results. As a Customer Success professional, you should always be thinking one step ahead. A customer who lacks a product fit is less likely to be upsold or renewed.

B2B 49

B2B B2C Entertainment Customer advocacy 49

SmartKarrot

JUNE 29, 2020

B2B target audience is way lesser in numbers than B2C audience. In B2C marketing, you need to address a vast majority of the crowd. Since your target customer segment is way smaller than B2C, you need to design a specialized marketing strategy for them. The post How to leverage Account Based Marketing in Customer Success?

Accountability 10

Accountability Marketing B2B B2C 10

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 98

Best practices Surveys Upselling Journey mapping 98

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

SmartKarrot

AUGUST 10, 2020

This puts substantial pressure on businesses to deliver higher-quality products and services, and also a better customer experience. B2B customer expectations are seemingly higher than B2C customers’ B2B businesses must rise to meet these growing expectations to remain competitive in their markets.

Customer retention 19

Customer retention B2B B2C Feedback 19

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 95

Best practices Surveys Upselling Journey mapping 95

SmartKarrot

MARCH 2, 2022

One of the main reasons for this is that the market is already flooded with competitors, many of whom compete for customers’ already limited attention in both B2B and B2C environments. It drives user engagement, boosts conversions, and improves customer retention. Kissmetrics uses emails the best.

SaaS 12

SaaS Marketing Upselling Engineering 12

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Knowing how to capitalize on these opportunities can give you an advantage over competitors. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 104

Best practices SaaS Journey mapping B2C 104

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ShepHyken

JUNE 13, 2016

This excellent article is filled with ideas and tips to help any business understand how to use Twitter as a way to interact with customers for complaints, praise and any other customer comments. And, more than just another channel, Twitter has created applications specific for customer service and business.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

Lumoa

MARCH 12, 2023

One of the easiest (and smartest) ways to start is by implementing a customer experience platform. In This Article: What is a customer experience platform? Benefits of using a customer experience platform CX platforms benefit your business in many ways. Their ultimate goal is to enable you to improve the customer experience.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

JivoChat

AUGUST 24, 2021

You can conduct surveys with multiple-choice questions and allow people to rate different aspects of your products, services, and customer support. As far as customer service metrics go, CSAT is perhaps the most important one to track. Ticket volume is the number of open customer requests, cases, or inquiries in your support inbox.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

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. To map the client journey, you must first comprehend the B2B customer account journey.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

JustCall

DECEMBER 1, 2022

How to ensure that your sales team meets a revenue-based goal? Strategic sales goal examples often include a reduction in customer churn for the next cycle. A sales team should aim to reduce customer churn by 2%, 3%, or any other magnitude over the next sales cycle. In the end, a company is paying SDRs to win more customers.

Sales 52

Sales SaaS B2B B2C 52

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. How To Set Yourself Up for Customer Success With The Need For Speed. Customers accepted it. • Webinars.

SaaS 80

SaaS Education Customer retention Sales 80

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. It spans the entire customer journey, from product development and adoption to customer retention and growth.

Customer Experience 10

Customer Experience SaaS B2B Customer centricity 10

Netomi

FEBRUARY 28, 2022

I think that the trend that will dominate in the next couple of years (not just in 2022) in CX will be ‘personalization’ and learning how to create a personalized experience not only for luxury products/services but for all industries. It’s a simple yet effective way to retain customers in a busy world.”. Connect with Dione.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64