ChurnZero

JUNE 28, 2019

Whether it pertains to upcoming customer milestones or perhaps a potential upsell opportunity, great CSMs can identify small actions that can drive business outcomes. Unlike the game, however, there are tools and resources available that can help CS professionals decide their next steps. Mistakes Can Pile Up (Quickly!).

B2B 49

B2B B2C Entertainment Customer advocacy 49

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. In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. What Is Customer Loyalty?

B2B 110

B2B SaaS B2C Upselling 110

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Unfortunately, while most companies obsessively track sales and marketing numbers, they completely overlook customer service metrics—and miss out on the insights they can learn about customer service, customer satisfaction, and brand loyalty. Ticket Volume.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

SmartKarrot

JULY 30, 2021

It’s a powerful, emerging marketing tool – customer success. Be it B2B or B2C, a subscription model of business, or any other, customer loyalty is the biggest gain for companies from customer success. What are the most popular customer success metrics and KPIs?

Upselling 10

Upselling SaaS B2B Metrics 10

Totango

JUNE 24, 2022

SaaS companies face distinctive challenges, including pursuing different goals, using various methods to measure success, and relying on different tools to deliver successful outcomes. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B.

Best practices 105

Best practices SaaS Journey mapping B2C 105

ChurnZero

JULY 12, 2019

The answers are normally quite homogenous in B2C (e.g. Successful applications can easily prove the value they provide (from the onboarding phase on), keep reminding users of what they’ve achieved and how their situation has improved while accessing a particular service, and lead customers to success by effectively impacting metrics and KPIs.

Accountability 75

Accountability Metrics Education Marketing 75

SmartKarrot

JUNE 17, 2021

Attract, hire, coach, and retain the highest quality customer support and success teams with experience in B2C/B2B markets. Communicate regularly with Axon’s executives to provide key insights, quarterly metrics, and suggestions for improving CX across Axon’s entire customer base.

Enterprise 10

Enterprise B2C Education Coaching 10

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. Tracking sales metrics and KPIs to measure performance and ROI. B2B, B2C and Inside Sales Job: How to Make Your Choice. So, before you make a choice between B2B, B2C, and Inside sales jobs, let’s get a quick overview of each: B2B Sales. Inside Sales.

Sales 52

Sales B2C call center software B2B 52

SmartKarrot

MARCH 15, 2022

Best for: The PLG approach is best suited for B2B and B2C companies that are product-based. The team at Ahrefs has an amazing repository of videos, blogs, courses that show how the tool works. CLG is the most sustainable form of growth since your customer retention and customer loyalty are the most important growth metrics.

Sales 10

Sales Marketing SaaS Customer retention 10

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. Today, the number of customer data analytics tools are overwhelming. Over the past 30 years, BI tools have become the standard for enterprise decision making.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. The wording also may vary depending on whether your market is a B2B or B2C niche. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

Best practices 99

Best practices Surveys Upselling Journey mapping 99

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. The wording also may vary depending on whether your market is a B2B or B2C niche. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

Best practices 98

Best practices Surveys Upselling Journey mapping 98

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. The wording also may vary depending on whether your market is a B2B or B2C niche. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Nicereply

MARCH 8, 2023

Are you utilizing these tools to give your customers a positive customer experience ? To get the best customer success data, you can use analytics tools to monitor customer experience. Cross-sell or upsell to existing customers. Customer success metrics vary and span a wider range of data. Create brand advocates.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

Quality Contact Solutions

DECEMBER 31, 0001

Additionally, an inbound call center can also offer upselling or cross-selling efforts, lead generation, appointment setting, and data clean up services, to name a few. Help with evaluating metrics specific to inbound. Business to Consumer (B2C). Attrition or attendance challenges. Account maintenance. This is where we can help.

outsourcing 40

outsourcing Call Center Telemarketing B2B 40

Quality Contact Solutions

DECEMBER 31, 1969

Additionally, an inbound call center can also offer upselling or cross-selling efforts, lead generation, appointment setting, and data clean up services, to name a few. Help with evaluating metrics specific to inbound. Business to Consumer (B2C). Attrition or attendance challenges. Account maintenance. Contact Us.

outsourcing 40

outsourcing Call Center Telemarketing B2B 40

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

JivoChat

APRIL 15, 2021

An estimated 67% of B2C businesses have installed live chat solutions on their website to streamline the customer service experience and capture critical data they can use to enhance their business strategy from all angles. Live chat provides businesses with more upsell and cross-sell opportunities.

Best practices 52

Best practices Upselling CRM Sales 52

Integrity Solutions

MAY 23, 2023

Whether you’re selling B2B or B2C, focused prospecting is about creating the connections necessary to drive your sales. Based on what we know about connection, you should prioritize existing clients (for upselling and cross selling purposes), past clients and potential referral partners. Know your audience.

Sales 92

Sales Coaching Brand ambassadors B2B 92

JivoChat

JUNE 15, 2021

B2B and B2C users can use apps to improve their Shopify store experience, integrate Shopify with other tools they’re using, and streamline the online shopping experience. With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. Used for: Post-purchase upsells.

Upselling 52

Upselling Analytics Sales Marketing 52

SmartKarrot

OCTOBER 26, 2022

Here is an explanation of the six account management best practices for B2B companies: Create consistent customer segments for upselling and cross-selling. You can measure these segmentations in the SmartKarrot customer success platform based on the following: Utilization Product usage & adoption NPS/Sentiment Engagement metrics.

Best practices 11

Best practices B2B Accountability Management 11