CSM Magazine

APRIL 30, 2024

Leading software firm, Graphisoft, has been recognised for its transition from a perpetual business model to a cutting-edge Software-as-a-Service (SaaS) model. They are leading the way in which they utilise software, data and insights which sets new standards on how to engage with customers.” “We

SaaS 52

SaaS B2C Construction Consulting 52

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. Let’s take a look at three ways digital lean concepts can help the customer, and because they help the customer, they help sales.

Sales 99

Sales Technology B2C Customer Experience 99

Callminer

MAY 11, 2020

To learn more about how customer service and customer experience managers can best handle disgruntled employees, we reached out to a panel of management professionals and asked them to answer this question: “What’s the best way for customer service / experience managers to handle a disgruntled employee?”.

Management 273

Management Customer Experience Customer Service Coaching 273

aircall

SEPTEMBER 11, 2017

Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 4 in 10 customers will avoid vendors for two or more years following a bad service interaction.

Customer Support 115

Customer Support B2C Upselling B2B 115

JivoChat

APRIL 28, 2021

Customer service is king. What many companies fail to realize is that there are many different types of customer service. An essential aspect of customer service is engaging with customers where they are when they need you. Reactive vs. Proactive Types of Customer Service.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. Let’s take a look at three ways digital lean concepts can help the customer, and because they help the customer, they help sales.

Sales 52

Sales Technology B2C Customer Experience 52

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer. Growing Customer Retention.

Advertising 98

Advertising SaaS B2C Engineering 98

CSM Magazine

JUNE 16, 2021

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C.

Enterprise 52

Enterprise B2C B2B SaaS 52

Nicereply

JULY 13, 2021

For this article, I spoke with six customer support and success leaders from various industries with different product offerings so they can share techniques you can use to make your team successful. Marc Bindlechner is the Director of Customer Service at Koala. Regis Eloi is the former Director of Customer Support at Salsify.

B2B 98

B2B B2C SaaS Technical Support 98

Answer Dash

MAY 7, 2018

But what exactly are customers’ expectations today, and how have they evolved in recent years? Today’s Customer Expectations Fast Customer Service “Three-quarters of online customers said they expected help within five minutes,” ( McKinsey ) Superior Service According to McKinsey , customers desire superior service.

Customer Experience 54

Customer Experience B2C B2B SaaS 54

delighted

SEPTEMBER 8, 2021

Can you tell us how you got started in customer experience? I spent my first seven years in sales at a Fortune 50 bank and then moved into customer service. When I first started in customer service, I thought to myself, “This is my calling, this is what I love doing.” Very important.

Customer Experience 91

Customer Experience Healthcare B2C Sales 91

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. Ask for Customer Feedback. Customer support provides an excellent opportunity to engage customers.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 108

B2B SaaS B2C Upselling 108

SmartKarrot

APRIL 24, 2020

What is Customer Segmentation in SaaS? In B2B businesses, we often use the 80-20 rule that says, 80% of the profits are incurred from 20% of the customers. This is the foundation of customer segmentation in SaaS. As a SaaS business, you’d have often tried to make your service ‘good for everyone’.

SaaS 12

SaaS B2C B2B Customer retention 12

Nicereply

MARCH 10, 2021

Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 103

Best practices SaaS Journey mapping B2C 103

Natalie Petouhof

JANUARY 19, 2016

BTW the Waldorf Astoria has great customer service!!!). MY POV: My overall take away is that Oracle has built / are building the most comprehensive cloud offering – Data as a Service (DaaS), Software as a Service (SaaS), Platform as a Service (PaaS) and Infrastructure as a Service (Iaas).

B2B 60

B2B SaaS B2C Advertising 60

LiveChat

JANUARY 3, 2019

Shopify customer service – best practices to implement in your business. Another thing that was interesting for Mateusz was the level of their customer service. Swift responses (a 30 second response time), professional and friendly agents, and 90% of customer satisfaction. To be precise, we had 84,828 views total.

Chatbots 59

Chatbots B2B SaaS B2C 59

CSM Magazine

MAY 30, 2016

Picturing your competitors on the imaginary CXM maturity graph, be sure that the majority of them will never go beyond customer service automation. However, supplying critical data and responding to customer issues should be on everyone’s shoulders, so cross-departmental collaboration is essential. More cost-cutting points?

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

Global Response

DECEMBER 5, 2022

Achieving excellence in business-to-business (B2B) customer service (CS) requires expertise across numerous fronts. While CS is only part of the larger customer experience (CX) system, it requires understanding the human nuance of your customers’ interactions and communication—their unique challenges and pain points.

B2B 62

B2B Customer Service B2C Multichannel 62

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ChurnZero

FEBRUARY 1, 2019

Chris’ experience also includes leadership roles at Mercury Interactive, Gemstar-TV Guide, and Allibra Incorporated, where he played a transformation role building Cloud strategy and preparing the company for the leap to SaaS. Francesca Cruz, Vice President, Customer Success, IZEA. Dave Ginsburg, Chief Customer Officer, UserTesting.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Freshcaller

AUGUST 21, 2018

It’s up to us to define what these satisfaction goals are and hence, they are going to vary from product to product or service to service, and both product and service if you are a SaaS company. This is where building user personas come in handy, both for B2B and B2C players. User personas and situational factors.

B2C 40

B2C Customer retention B2B Metrics 40

SmartKarrot

JUNE 2, 2022

Customer experience is crucial for any B2B SaaS business. Any B2B SaaS business must keep the customers with the business with a good customer experience. In fact, a customer experience that satisfies customers leads to reduced churn. Benefits of Good Customer Experiences in B2B Companies.

B2B 10

B2B Customer Experience B2C Banking 10

Comm100

NOVEMBER 11, 2015

After you’ve learned your customers’ needs, you need to retain their trust by making offers that are personally relevant. It’s really irritating to realize a customer service representative isn’t listening at all , so avoid spacing out at all costs. Find Appropriate Upsells. Use a Live Chat Script. Download the Scripts Now.

Upselling 73

Upselling Sales Scripts B2C 73

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. Top 5 Customer Success Tools Every Business Must Use 1.

Management 52

Management CRM Analytics Customer retention 52

JivoChat

MARCH 20, 2022

But, to conquer customers and sell through the internet, it is important to pay attention to the details, having an ecommerce website isn’t enough, you need to provide a satisfactory customer experience too. . B2C, B2B, SaaS (software as a service), physical products, services?

Marketing 75

Marketing Sales B2C B2B 75

Nicereply

MARCH 19, 2019

Another type of nudge is educating the customer on why something would be a good choice. There are an increasing number of tools in the market that can measure your customer activities on a SaaS platform. Pendo and Heap can track clicks, user paths, and other behavioral analytics about your customers.

Customer Experience 83

Customer Experience Analytics Customer centricity B2C 83

TechSee

JANUARY 25, 2023

Prior to the acquisition, Rick led the global marketing operations and demand generation team for TOA, building a strong knowledge and appreciation of the field service industry and technology ecosystem that supports it. Philips partners closely with their customers to transform healthcare delivery.

Automotive 41

Automotive Management Enterprise B2B 41

SmartKarrot

JULY 30, 2021

It’s a powerful, emerging marketing tool – customer success. Weren’t we providing customer support and customer service all this while, they ask. Well, yes, but no, customer success is not the same as customer support or after-sales service. Why is customer success critical for SaaS companies?

Upselling 10

Upselling SaaS B2B Metrics 10

SmartKarrot

JUNE 29, 2022

As customers are moving towards self-service solutions and personalization, businesses need to empower their customer service with better tools, services, and processes to ensure customer care is at the top of their priority list. What is Enterprise Customer Experience?

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

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. Her mission is to help customers get their desired value and results through SaaS solutions and succeed.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

SmartKarrot

OCTOBER 19, 2020

If you are running a SaaS business, then it is paramount that you know your customers really well. You would be able to place your product better to the relevant customers. Hence, customer data is essential to proceed towards this end. Customer’s information is widely available if you look for it keenly.

Management 10

Management SaaS B2C Feedback 10

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Consider that 78% of customers will do business with you again after a mistake if you have excellent customer service. So, to help you out, we talked to leading customer service experts to discover what metrics they track and why.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

JivoChat

FEBRUARY 21, 2022

A customer is someone who has limited engagement with your brand and is likely to switch for some other brands they might find more lucrative or better. Let us explore the customers in two business scenarios - B2B and B2C. First, let’s start with B2B customers. That’s a B2B customer for you.

B2C 52

B2C B2B Analytics Surveys 52

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64