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. B2Bs in the SaaS space today strive for agile growth. High engagement aids brand awareness and market positioning.

Advertising 98

Advertising SaaS B2C Engineering 98

SmartKarrot

MARCH 2, 2022

And this is even more difficult when it comes to companies that offer SaaS products. 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. Top 5 Growth Marketing Strategies for SaaS Products. #1

SaaS 12

SaaS Marketing Upselling Engineering 12

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

B2B 107

B2B SaaS B2C Upselling 107

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 117

B2C B2B Journey mapping SaaS 117

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 102

Best practices SaaS Journey mapping B2C 102

SmartKarrot

DECEMBER 28, 2021

SaaS sign-up flow is the first thing your prospective customers will experience when they interact with your product. Since first impressions are the last impression, making your SaaS sign-up flow as frictionless as possible makes sense. It also results in a better user experience and drives in higher SaaS conversion rate. .

SaaS 10

SaaS Upselling B2C Best practices 10

TeamSupport

JUNE 15, 2020

We determined the market desperately needed a software solution for customer support at B2B companies so companies could stop having to piece together disparate generic solutions better fitted to business-to-consumer ( B2C ) retail companies. Helpful when upselling opportunities exist and to improve retention. That’s the beauty of it!

B2B 64

B2B Self service B2C Customer Support 64

Kapta Customer Success

OCTOBER 2, 2017

Any company in a B2B industry can use a Key Accounts Management strategy, although it’s most popular with service or SaaS (Software as a Service) companies. The principles can be applied any company that works with large organizational customers, but cannot be applied in B2C industries. Revenue Generation Methods. Customer Lifecycle.

Accountability 40

Accountability Management B2C Upselling 40

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

DECEMBER 7, 2022

This generally applies to subscription-based businesses where upselling, churn rates and cancellations affect the retention of customers. The better way to do this is by investing in good B2C and B2B sales analytics software. Best Sales Analytics Software in 2022.

Analytics 52

Analytics Sales CRM Metrics 52

CustomerSuccessBox

JULY 9, 2021

Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Mapping customer journeys in SaaS is very crucial to influence every interaction and make it a positive experience so that the customer remembers and is happy to come back. Benefits of customer journeys in SaaS. Escalation.

SaaS 59

SaaS Journey mapping B2C B2B 59

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

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. In the SaaS business, however, onboarding has become a very usual practice.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

JULY 30, 2021

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? CS in software can enhance customer experience , predict and prevent churn, foster advocacy, drive upsells, and improve overall team efficiency.

Upselling 10

Upselling SaaS B2B Metrics 10

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. The same can be said when it comes to the complex nature of many B2B SaaS products. As a Customer Success professional, you should always be thinking one step ahead.

B2B 49

B2B B2C Entertainment Customer advocacy 49

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. This allows more opportunities for your team to upsell and cross-sell to customers. The need for customer success management is fairly new and fast becoming pertinent.

Management 52

Management CRM Analytics Customer retention 52

SmartKarrot

MARCH 9, 2022

In recent times, there has been a growing emphasis on adopting a product-led approach, especially in the Software-as-a-Service (SaaS) market. Slack never advertised itself via blogs or YouTube ads, rather, the SaaS product was made available for free so users would understand it themselves. Increase in upselling and retention.

Sales 10

Sales B2C SaaS Education 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. Bottom Line.

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

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. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Anika Zubair. Annette Franz. Daphne Lopes. Sana Farooq.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 70

SaaS B2C B2B Metrics 70

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 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

Lumoa

MARCH 12, 2023

Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Analytics derived from customer contacts are used by the company to reduce costs, identify operational inefficiencies, and improve service for large B2C businesses.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

JustCall

DECEMBER 1, 2022

Setting a sales goal for customer retention is essential for SaaS companies. A SaaS company usually offers subscription-based services. It does not mean that non-SaaS companies have to ignore customer churn. For the same reason, B2B businesses have to focus more on reducing customer acquisition costs than B2C businesses.

Sales 52

Sales SaaS B2B B2C 52

JivoChat

AUGUST 24, 2021

Upsell and Cross-Sell Frequencies. Upsell and cross-sell frequencies are customer support metrics that tell you how often customers purchase a higher-tier version of your product (upsell) or a complementary product (cross-sell). We track the upsells and the repeat projects that we have with clients. Aiza Coronado.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Amity

FEBRUARY 2, 2016

Reviews have really changed the way we buy in the B2C world, and for B2B, really demonstrating the benefits of your product versus just telling can be a big differentiator in the buyer’s journey. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

SaaS 80

SaaS Education Customer retention Sales 80

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

MARCH 26, 2021

It is a vital SaaS metric that is used to sell solutions that have a multi-year or annual subscription plan. If you can know that, you can seamlessly build a $100M SaaS business. Even though they might sound and look alike, they actually have a ton of difference and are two separate SaaS metrics. Like what you are reading?

SaaS 10

SaaS Upselling Metrics B2C 10

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. Do not let your salespeople pressure current customers with upsells and cross-sells.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

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. Nonetheless, the concept still gets confused with another prevalent and similar-sounding industry term: customer experience.

Customer Experience 10

Customer Experience SaaS B2B Customer centricity 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. Connect with Gemma . Connect with Kristen.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64