Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. The team has evolved quite a bit since I started here.

B2C 0

B2C SaaS Accountability B2B 0

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 118

B2C B2B Journey mapping SaaS 118

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 105

Best practices SaaS Journey mapping B2C 105

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. The team has evolved quite a bit since I started here.

B2C 60

B2C SaaS Accountability B2B 60

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time.

Management 52

Management CRM Analytics Customer retention 52

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. While B2C brands offer a great customer experience, B2B companies need to meet higher expectations around customer experience. 8 Inspiring B2B Customer Experience Examples.

B2B 10

B2B Customer Experience B2C Banking 10

CustomerSuccessBox

JULY 9, 2021

Customer journey maps are a tool to understand how people and companies buy your software. Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. In the SaaS business, the customer is the ultimate boss. Bonus Tip: Designing a Customer Onboarding Framework for B2B SaaS.

SaaS 59

SaaS Journey mapping B2C B2B 59

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

Lumoa

FEBRUARY 9, 2023

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. Share data and results of the customer experience analytics in an easy-to-use tool.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

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. Why is customer success critical for SaaS companies? Helping you draw up a feedback-driven service development cycle.

Upselling 10

Upselling SaaS B2B Metrics 10

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. You have to spread the awareness of your SaaS product on every part of the world, either to the direct buyers or to the indirect ones. But this approach is not useful in B2B marketing.

Accountability 10

Accountability Marketing B2B B2C 10

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. SaaS companies like Zoom, Netflix, and Slack offer a great product experience. Best for: The PLG approach is best suited for B2B and B2C companies that are product-based. There has been a shift in how businesses work and run. Ahrefs does not even offer a free trial.

Sales 10

Sales Marketing SaaS Customer retention 10

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. 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. The B2C sales sector deals with selling products directly to the public. Inside Sales.

Sales 52

Sales B2C call center software B2B 52

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

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. A CX platform combines all of that.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

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

AUGUST 24, 2021

It might also suggest that your frontline support agents need more tools or training to resolve issues without escalation. Upsell and Cross-Sell Frequencies. How to calculate it: You can calculate upsell frequencies with the following formula: Upsell Frequency = # of customers who purchase an upsell / # of paying customers.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

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. Selling more to a customer who is already purchasing utilizing smart cross-selling and upselling strategies is perhaps the simplest approach to growing B2B consumer product sales.

Best practices 11

Best practices B2B Accountability Management 11

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. As a B2B company, you still have clients and a client journey even though you sell to other businesses rather than consumers directly, as in the B2C world. Share tools that will aid in their launch. Then comes the adoption stage.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

Netomi

FEBRUARY 28, 2022

A world-renowned expert in customer retention, upsells, cross-sells, and customer value strategies and methodologies, Irit is the Chief Customer Officer and CEO of CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy. Have you seen the latest Customer Success tool landscape?

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64