Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Businesses need a new strategy for customer success growth. So, what are the most important elements that underpin your strategy for customer success growth in this new economy?

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

CustomerSuccessBox

JUNE 28, 2021

So keeping in mind the top trends, here is a strategy for you to plan your next Customer Success Budget. Read: Ari Hoffman’s Customer Success Strategy for an economic downturn. Whether you are a B2B SaaS or a B2C SaaS, the business’s growth and survival will be dependent on customer retention. MRR growth and upsell.

SaaS 52

SaaS B2C Customer retention Upselling 52

Vonage

OCTOBER 12, 2015

These tactics work for B2B as well as B2C, although the examples discussed here are based on a retail setting. Incorporate these five customer service strategies into your sales tactics and watch sales grow. Upsell – Once you understand why the customer is purchasing a particular item and why he or she needs it, upsell if appropriate.

Sales 102

Sales Customer Service Upselling B2C 102

Nicereply

FEBRUARY 2, 2024

This article examines what customer success is and why it’s important, and shares valuable tips to build a customer success strategy. Customer success is a business strategy focused on ensuring customers achieve success using your products or services. Insights from the data also inform business strategy.

Education 59

Education Accountability Customer retention Journey mapping 59

CSM Magazine

MAY 16, 2023

This customer-centric approach allows businesses to align their strategies, products, and services with customer needs, leading to improved customer satisfaction, loyalty, and ultimately, business growth. Thus, a well-executed customer service strategy can serve as a powerful conversion tool, reinforced by positive social proof.

B2B 52

B2B Customer Support outsourcing Customer centricity 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. Communities furthermore, lower service costs and dramatically affect retention and upsell.

Advertising 98

Advertising SaaS B2C Engineering 98

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

SmartKarrot

MARCH 2, 2022

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. In this write-up, we have discussed the top 5 growth marketing strategies for SaaS products. What platforms should the content be shared on?

SaaS 12

SaaS Marketing Upselling Engineering 12

Avaya

MAY 28, 2019

To preserve and strengthen the “B2C marriage,” companies need to focus on growing with their existing customer base rather than simply customer growth. Readjust your strategy to focus more on being a brand of humility and service. Once the customer is onboarded, however, it’s a matter of focusing on the next conquest.

Customer Experience 80

Customer Experience B2C Upselling Consulting 80

TeamSupport

APRIL 26, 2019

Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies. Personalization is transforming the way that customer service professionals create their strategies. Sustaining meaningful relationships has never been more of a priority for businesses. Don’t wait to automate.

Customer Service 55

Customer Service B2B B2C Upselling 55

Kapta Customer Success

OCTOBER 2, 2017

However, while the two strategies share a few common goals, they are completely different in their implementation. But, the way each of these goals is accomplished, the focus of the goals, and how success is measured will vary based on which strategy you implement. Key Account Management Versus Customer Success.

Accountability 40

Accountability Management B2C Upselling 40

Totango

MARCH 26, 2019

Businesses need a new strategy for growth. The new customer-centered economy favors recurring revenue business models for B2B markets and partial ownership, or subscription models, for B2C ones. In the future, you may be able to offer them an upsell. Setting foot in a physical store has become completely optional.

B2C 65

B2C Upselling B2B Education 65

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. When I joined the HelloSign team, our customers were mostly B2C and starting to emerge onto the B2B side.

B2C 0

B2C SaaS Accountability B2B 0

Quiq

JULY 12, 2022

You have to create connections and build your entire customer service strategy online without frequent face-to-face interactions. A key part of your customer service strategy involves attending to customer issues. While resolution must be the pillar of your strategy, it’s just the beginning. Provide proactive customer service.

Customer Service 52

Customer Service Chatbots B2C Sales 52

Quiq

JULY 13, 2022

You have to create connections and build your entire customer service strategy online without frequent face-to-face interactions. A key part of your customer service strategy involves attending to customer issues. While resolution must be the pillar of your strategy, it’s just the beginning. Provide proactive customer service.

Customer Service 52

Customer Service Chatbots B2C Sales 52

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.

B2B 64

B2B Self service B2C Customer Support 64

Amity

FEBRUARY 18, 2014

To address newly relevant B2C markets, Moore adds a new model as an appendix. An effective B2C enterprise needs to have all 4 gears spinning to drive adoption and growth. This is much more than simply upselling and cross-selling tactics. The Four Gears Model for Digital Consumer Adoption. business model.

B2B 48

B2B SaaS B2C Upselling 48

airespring

JANUARY 26, 2016

Despite the surging popularity of social media and text messaging, traditional phone interactions are still occurring by the billions when it comes to B2C interactions. Upsell promotions and incentives. Upselling is a great way to fill space. But, it comes with risks. Find out more information about the customer.

Upselling 48

Upselling B2C Contact Center Wait times 48

JustCall

DECEMBER 7, 2022

But most importantly, you can devise a winning sales strategy for your products, geographies, and market segments. This generally applies to subscription-based businesses where upselling, churn rates and cancellations affect the retention of customers. Annual Recurring Revenue/Monthly recurring revenue.

Analytics 52

Analytics Sales CRM Metrics 52

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. Those in favor of Sales owning the business relationship often believe that money and strategy conversations should kept separate – and that asking for the renewal or negotiating discounts taints the relationship.

Upselling 98

Upselling SaaS Sales Accountability 98

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. A dedicated CX leader to guide strategy. He writes about designing a compelling customer experience process and training your team to implement it.

Customer centricity 334

Customer centricity B2C Feedback Upselling 334

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. When I joined the HelloSign team, our customers were mostly B2C and starting to emerge onto the B2B side.

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. Customer Success Management Strategy 1.Setting Segmenting your customers will also help you experiement with various strategies for each group, and come up with a solution that is best for that group.

Management 52

Management CRM Analytics Customer retention 52

ProProfs Blog

AUGUST 14, 2020

These will help your business plan better strategies on keeping your customers engaged with the brand online. Identify upsell and cross-sell opportunities and help customers navigate those options to arrive at a purchasing decision. You get access to user browsing patterns. Is live chat helpful for B2B customer journeys?

Analytics 174

Analytics B2B Education Feedback 174

Totango

JULY 18, 2018

Digital-first B2C companies such as Amazon, Uber, and Lyft have set the bar high for an intuitive and responsive customer experience. The support agent can view the data needed to spot areas of weakness in the customer relationship, identify possible upsell opportunities, and uncover potential needs for professional services or training.

Customer Support 56

Customer Support B2C Customer retention Upselling 56

Tethr

APRIL 27, 2021

In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision. And what does that potentially tell me in terms of the opportunity for upsell or cross-sell in those situations? Q&A: Dig into objections.

B2C 66

B2C Sales Inbound sales Coaching 66

Tethr

APRIL 27, 2021

In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision. And what does that potentially tell me in terms of the opportunity for upsell or cross-sell in those situations? Q&A: Dig into objections.

B2C 62

B2C Sales Inbound sales Coaching 62

Tethr

APRIL 27, 2021

In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision. And what does that potentially tell me in terms of the opportunity for upsell or cross-sell in those situations? Q&A: Dig into objections.

B2C 62

B2C Sales Inbound sales Coaching 62

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 107

B2B SaaS B2C Upselling 107

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. We’re moving towards a personalized omnichannel experience in B2B customer journeys.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Amity

JANUARY 30, 2019

An additional aspect of your CS strategy that is important to evaluate is your structure. Considering your CSM coverage model and how to incorporate 1:1 vs 1:Many touches should be well thought out in your strategy as well. Do you have cross-sell or upsell opportunities with your product? Account Management / CS Sales.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

JUNE 2, 2022

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%. A good customer experience strategy involves more than just buying the product and using it.

B2B 10

B2B Customer Experience B2C Banking 10

CX Journey

OCTOBER 10, 2018

Effective Customer Success strategy typically results in decreased customer churn and increased upsell opportunities. The Customer Success Association defines customer success as: a long-term, scientifically engineered, and professionally directed strategy for maximizing customer and company sustainable proven value. Guess what?

Customer Experience 37

Customer Experience B2B B2C Upselling 37

JustCall

NOVEMBER 24, 2022

A B2C or B2B s ales process is never boring. Learn about their strategies, mode of communication, and technique that they use so that you can get the best ones replicated and systematized for other people. This can offer upsell and cross-sell opportunities or referrals from satisfied customers. Step 8 – Ask for feedback.

Sales 52

Sales B2B Surveys CRM 52

OctopusTech

MAY 29, 2018

Now B2B (Business to Business) and B2C (Business to Consumers) are some such techniques used in the corporate language that refers to the two business marketing models that are as different from one another as they can get (apart from sales which are the end results in both these and almost every other marketing model). That’s telemarketing.

Telemarketing 59

Telemarketing B2C B2B Upselling 59

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

JivoChat

MARCH 25, 2021

Companies with the strongest omnichannel customer engagement strategies (that include live chat support) retain an average of 89% of their customers. Also, make use of upselling and cross-selling strategies to boost your average ticket size and sell more. Forrester ). Aberdeen Group ). Companies report approx.

Wait times 52

Wait times Sales Scripts B2B 52