Quiq

JULY 12, 2022

Upselling and cross-selling are important customer service functions, but your team should also be available at key points in the purchase process. Right now, only 64% of customers say that B2C companies meet their needs and expectations, according to Salesforce’s State of the Connected Customer report.

Customer Service 52

Customer Service Chatbots B2C Sales 52

Quiq

JULY 13, 2022

Upselling and cross-selling are important customer service functions, but your team should also be available at key points in the purchase process. Right now, only 64% of customers say that B2C companies meet their needs and expectations, according to Salesforce’s State of the Connected Customer report.

Customer Service 52

Customer Service Chatbots B2C Sales 52

Totango

JULY 18, 2018

With the right tools, Customer Support teams can become agents of Customer Success, and their work can lead to increased customer satisfaction, customer retention, and bottom-line growth. Digital-first B2C companies such as Amazon, Uber, and Lyft have set the bar high for an intuitive and responsive customer experience.

Customer Support 56

Customer Support B2C Customer retention Upselling 56

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

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

JivoChat

MARCH 25, 2021

Connect your live chat tool with your CRM so your sales team can follow up with each new lead, and quickly access chat histories in the future. It’s important to keep in mind that live chat doesn’t need to be used exclusively as a customer service support tool. Statistics show that live chat improves customer satisfaction. Forrester ).

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

Connect your live chat tool with your CRM so your sales team can follow up with each new lead, and quickly access chat histories in the future. It’s important to keep in mind that live chat doesn’t need to be used exclusively as a customer service support tool. Statistics show that live chat improves customer satisfaction. Forrester ).

Wait times 52

Wait times Sales Scripts B2B 52

SmartKarrot

AUGUST 10, 2020

B2B customer expectations are seemingly higher than B2C customers’ B2B businesses must rise to meet these growing expectations to remain competitive in their markets. Identify the common concerns and frustrations that customers express in your customer expectations survey. Social Listening and Monitoring Tools.

Customer retention 19

Customer retention B2B B2C Feedback 19

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. It could be as simple as a discount or a much-needed upsell that will increase customer satisfaction levels.

Upselling 10

Upselling SaaS B2B Metrics 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

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys.

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. However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys.

Best practices 99

Best practices Surveys Upselling Journey mapping 99

SmartKarrot

SEPTEMBER 14, 2023

A business sales playbook provides your sales team with the information and tools they require to successfully execute your sales strategy. Please read on to gain more insights about this crucial business tool. In this regard, you can provide them with tools they can use or directions for cold calling.

Sales 10

Sales B2C Best practices B2B 10

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

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 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

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. Customer surveys Data direct from your customers is the best kind of data. Cross-sell or upsell to existing customers.

Customer Service 52

Customer Service Journey mapping B2C Metrics 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 64

Customer Experience Journey mapping B2C B2B 64

JivoChat

AUGUST 24, 2021

You can conduct surveys with multiple-choice questions and allow people to rate different aspects of your products, services, and customer support. How to calculate it: Send a survey to your customers asking them to rate their experience on a number scale (such as 1-10). Upsell and Cross-Sell Frequencies. Conversation Ratings.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

JivoChat

APRIL 15, 2021

According to a Kustomer survey , 79% of customers experience frustration when they can’t connect with a brand on their preferred channel or communication method. Consider it another tool for understanding your customers — and the “why” behind their actions, options, and preferences.

Best practices 52

Best practices Upselling CRM Sales 52

Babelforce

JANUARY 28, 2021

If you sell b2b (or high-value b2c) then that means a phone call. You do NPS surveys , right? Basically, a natural language tool ‘listens’ to calls and offers up next actions. That’s especially value in a sales setting, with upselling opportunities. And I bet you thought 30 minutes was pretty reasonable?

Contact Center 52

Contact Center CRM Upselling Sales 52

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 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