CSM Magazine

NOVEMBER 11, 2020

The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations. Customer support is undergoing massive, irreversible change as the old “good enough” support is no longer good enough. Customer support is moving from a “cost center” to a value driver.

Customer Support 52

Customer Support B2C Chatbots B2B 52

Totango

JULY 13, 2021

The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. And customers have raised their expectations, demanding products and services that can be customized to meet their specific desires.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer retention 156

Customer retention B2B Surveys B2C 156

TMP Direct

SEPTEMBER 23, 2021

Investing in CX pays off with strong customer relationships, personalized digital solutions and innovative products or services. 56% of B2C companies have a dedicated CX team, with most formed in the last one to two years. Investing in CX improves long-term customer relationships, which reduces the cost of acquiring new customers.

Omni-channel support 52

Omni-channel support B2C Employee engagement Engineering 52

SmartKarrot

MAY 7, 2020

Ever since the boom of the SaaS industry, customer retention has become the top-most priority for business owners as they realized the immense benefits of it. Customer retention specialist is the new breed of professionals who are being specifically brought on board to tap on the opportunities that lie behind customer retention.

Customer retention 10

Customer retention SaaS B2C B2B 10

Quality Contact Solutions

MARCH 24, 2022

An inbound call center specializing in telemarketing services for insurance agents will pre-qualify and determine if the lead meets the agency’s qualifications before the producer or agent reaches out. Current customer outreach. I should also mention that outsourced telemarketing can provide 24/7 staffing if needed.

Telemarketing 52

Telemarketing outsourcing Advertising Call Center 52

JivoChat

JULY 21, 2021

Why is customer relations important? For one, building customer relations saves money. It might cost fives times more to acquire a new customer than retain an existing client. This means that increasing customer retention by a mere 5% can result in profit increases of up to 95% , according to data from Small Business Trends.

Chatbots 52

Chatbots B2C CRM Customer retention 52

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. These automated bots simulate human conversation and a preferred channel of communication for customers. Customer support can be automated with chatbots. In-app shopping.

Customer retention 52

Customer retention B2C Chatbots Self service 52

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 56

B2B Self service B2C Morale 56

JustCall

DECEMBER 7, 2022

This means how much potential revenue a customer can contribute for the time they remain a paying customer with the company. When the average contract value exceeds or equals the customer lifetime value, it signifies a high churn rate. This makes it imperative to ramp up customer retention efforts.

Analytics 52

Analytics Sales CRM Metrics 52

TeamSupport

APRIL 26, 2019

B2B buyers are a different type of customers. Responsible for allocating a company’s budget, they are under considerably more pressure to make the “right” decision than the average business-to-consumer (B2C) shopper. Companies can have a great product, but no one may want to buy it because of a poor customer service reputation.

Customer Service 55

Customer Service B2B B2C Upselling 55

Totango

MARCH 26, 2019

The new customer-centered economy favors recurring revenue business models for B2B markets and partial ownership, or subscription models, for B2C ones. And customers have raised their expectations, demanding products and services that can be customized to meet their specific desires. Increase Customer Retention.

B2C 65

B2C Upselling B2B Education 65

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!)

Self service 67

Self service B2B SaaS Gamification 67

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 40

B2B Self service B2C Morale 40

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. Can CSAT be used for B2B businesses?

Metrics 59

Metrics Surveys Analytics Feedback 59

Quality Contact Solutions

DECEMBER 28, 2022

Not only do loyal customers provide a steady stream of revenue, but they also tend to spend more, refer friends and family, and provide valuable feedback that can help improve your products and services. If customer retention is not at the forefront of your business’ strategic plan, it should be.

Telemarketing 52

Telemarketing call center professionals Call Center outsourcing 52

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. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Dialer 360

NOVEMBER 11, 2020

Target Your Customer Through Social Media Marketing. Email Marketing for B2B and B2C. Ensure, that your customer will find your business everywhere on the internet. Arrange direct business meetings. Make sure your business adds value to your customer business. Better Customer Services. Content Marketing.

Call Center 49

Call Center Advertising B2C voip 49

Kayako

NOVEMBER 9, 2018

The less effort a customer goes through to do business with you, the better.” — Shep Hyken. A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance. Basic Support Submittal Forms.

Customer effort 48

Customer effort B2C B2B Customer retention 48

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. Level of Interaction.

Accountability 40

Accountability Management B2C Upselling 40

JivoChat

APRIL 28, 2021

A further benefit of proactive customer service is that it improves customer retention and loyalty. Customers would rather spend their money with a company that goes out of their way to meet their needs preemptively. In doing so, you can stand out from the competition and keep customers interested.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. Analysis identified these as the most critical steps to reduce the percentage of neutral or negative customers. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services.

B2C 257

B2C B2B Metrics Entertainment 257

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

JustCall

NOVEMBER 24, 2022

A B2C or B2B s ales process is never boring. How else can I sell to new customers and induce repeat purchases? What are my customers’ expectations at each stage of the sale? What can I do to meet the expectations? Salespeople who use a structured s ales process perform better than those who don’t.

Sales 52

Sales B2B Surveys CRM 52

ChurnZero

JUNE 28, 2019

Customer retention is becoming a top-of-mind KPI in boardrooms around the world, and even the smallest errors can have profound impact on your bottom line. Poor Fit Customers Aren’t Easily Upsold : This ties in closely with the idea of trying to minimize the negative impact of churn through other revenue streams.

B2B 49

B2B B2C Entertainment Customer advocacy 49

SmartKarrot

MARCH 17, 2022

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. Customer loyalty is the base of customer retention. What is a B2B Customer Loyalty Program?

Best practices 10

Best practices B2B B2C SaaS 10

SmartKarrot

JUNE 2, 2022

In fact, a customer experience that satisfies customers leads to reduced churn. While B2C brands offer a great customer experience, B2B companies need to meet higher expectations around customer experience. B2B companies score less than 50% in customer experience rates than B2C companies, which score 65-85%.

B2B 10

B2B Customer Experience B2C Banking 10

Clarabridge

OCTOBER 23, 2015

Moreover, in a highly competitive environment, customer loyalty and customer retention is a key to provide customer care. As it costs 5 times the amount of money to acquire a new customer to retain an old one , customer loyalty is one of the top priorities for telecom brands.

Transportation 64

Transportation Customer Service Banking Finance 64

SmartKarrot

JUNE 29, 2020

But let’s first understand what differentiates them from B2C mobile apps. B2B Mobile Apps vs. B2C Mobile Apps. The most significant distinguishing factor between a B2B mobile app and its B2C counterpart is its target audience. While B2C apps are meant for regular consumers, B2B mobile apps target strategic decision-makers.

B2B 10

B2B Analytics B2C Upselling 10

SmartKarrot

JUNE 29, 2020

But let’s first understand what differentiates them from B2C mobile apps. B2B Mobile Apps vs. B2C Mobile Apps . The most significant distinguishing factor between a B2B mobile app and its B2C counterpart is its target audience. While B2C apps are meant for regular consumers, B2B mobile apps target strategic decision-makers.

B2B 10

B2B Analytics B2C Upselling 10

ijgolding

JULY 27, 2016

Back in 1999, I remember being in a meeting where the concept of Find, Win, Keep was first explained to me. WINNING new customers, in my experience, is the part of the customer journey that most businesses invest in with abundance. I want to share one of these simple ideas in this post – the idea of FIND, WIN, KEEP.

Customer centricity 71

Customer centricity B2B B2C Advertising 71

SmartKarrot

MARCH 15, 2022

This leads to lower customer acquisition costs and higher retention costs. Best for: The PLG approach is best suited for B2B and B2C companies that are product-based. You can add value to customers and build a product that meets their expectations. You also stand out among competitors in your niche. Bottom Line.

Sales 10

Sales Marketing SaaS Customer retention 10

ProProfs Blog

JANUARY 30, 2020

Active customer engagement is crucial for any business to become a success. And, meeting customer expectations is one of the ways to accomplish so effectively. Companies that successfully engage their B2B customers reported 63% lower customer attrition. Source: Statista ) Tweet this. Source: Gallup ) Tweet this.

B2B 204

B2B Banking Personalization Employee engagement 204

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. But this approach is not useful in B2B marketing.

Accountability 10

Accountability Marketing B2B B2C 10

SmartKarrot

MAY 28, 2020

The rate of new customer acquisition offsets the churn rate. The volume of sales depends on if it is for B2B or B2C customers. The B2B products are more sensitive towards customer churn because of the incredibly lower volume than B2C. Appoint a dedicated Customer Success Manager. The kind of product.

Benchmark 10

Benchmark SaaS B2C B2B 10

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Anita Toth. Keri Keeling. Sana Farooq.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. Onboarding metrics, such as average time-to-value.

Best practices 102

Best practices SaaS Journey mapping B2C 102