ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. But this is what you need to improve your existing products or services further. Every business aims to delight their customers.

Customer Support 257

Customer Support Sales Marketing B2B 257

Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Rule #1: B2B is complicated, so you need to simplify it. .

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

ShepHyken

JUNE 23, 2017

This week we feature an article by Gemma Baker about the importance of offering help to your website visitors. I like the live chat option becasue I can immediately get in touch with a representative to ask my questions without having to wait. Shep Hyken. E-commerce sites have taken retail online and with such its audience.

Banking 192

Banking B2C Advertising B2B 192

ShepHyken

MAY 18, 2018

The goal of this article is to touch on three pillars of a business –– product, price, and experience –– and break down which of these three is the most important to driving success. In today’s customer-driven economy, consumers are becoming more and more demanding about the products and services they choose, and it’s not surprising.

Advertising 198

Advertising Surveys Feedback Sales 198

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Eptica

AUGUST 4, 2022

Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations.

Best practices 148

Best practices B2B Management Customer Experience 148

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C SaaS 107

Beyond Philosophy

APRIL 28, 2022

Peter Harvey is in a Business-to-Business (B2B) organization. In other words, if you are pricing your product as a superior product, it ought to be superior in quality, customer service, or performance. On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help.

B2B 221

B2B Consulting Consulting Engineering 221

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. We have a client that is interested in creating more stickiness or more loyalty to his own B2B clients. The short answer is there isn’t.

Banking 195

Banking B2C B2B Construction 195

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. My Comment: This is an important article. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience is the way! But where is its value?

Customer Service 240

Customer Service B2C B2B Contact Center 240

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? Why Should You Use B2B Customer Segmentation?

Best practices 99

Best practices B2B Journey mapping Upselling 99

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: The Chief Experience Maker, Dan Gingiss shares a blog-version of a story from his latest book, The Experience Maker , about how a “Happy Birthday” experience at a restaurant took a nice experience and made it memorable.

Customer Service 211

Customer Service Airlines Feedback B2B 211

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B B2C Best practices Self service 80

ChurnZero

MAY 6, 2022

Having a target buyer in mind with that pain is super important.”. Category creators face more challenges in B2B. “I But in B2B, being first is terrible. B2B products must impact ROI. “If If your product or service can have an impact on ROI, that’s what you really need to do. That’s an important distinction.”.

B2B 98

B2B B2C SaaS Metrics 98

Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Our latest blog explains how businesses in the sector can address key challenges around security, compliance, personalisation and efficiency to digitise and transform customer service.

B2B 77

B2B Marketing Technology Customer Service 77

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Eptica

JULY 8, 2022

Author: Pauline Ashenden - Demand Generation Manager Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy.

Management 71

Management Best practices B2B Customer Service 71

Peter Lavers

JANUARY 21, 2019

Amongst all the predictions and forecasts that you’ll read as we enter 2019, here’s one that I’m 100% certain will be spot-on for B2B companies this year: The quality of your customer relationships will directly impact your profits in 2019. Most B2B companies measure customer satisfaction or NPS.

B2B 100

B2B Customer centricity Customer Experience 100

TeamSupport

JULY 20, 2020

1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence. Every customer service organization wants to achieve excellence for its customers, but what does that mean exactly?

Customer Support 98

Customer Support Technical Support B2B SaaS 98

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 82

B2B SaaS Education Brand ambassadors 82

TMP Direct

SEPTEMBER 16, 2021

The more your target audience sees of you with posts they have interest in, the more likely they are to purchase your product or services. If you have gated content that follows a blog post, make sure the blog post has enough valuable information for readers to part with their contact information.

B2B 96

B2B B2C Chatbots Advertising 96

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving. Here in Part 2 we address reducing churn.

B2B 86

B2B Customer Support Metrics Technology 86

Comm100

JUNE 25, 2020

It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. And there are plenty of mistakes a customer service team can make on social media. Promoting a brand is more than just talking about what products or services you have to offer. We live in strange times, to say the least.

Customer Service 52

Customer Service B2B Sales Customer Care 52

IdeasUnlimited

MAY 23, 2022

Whether you are a support service provider or an IT firm looking to service your clients, it is important to have a clear strategy on how you will go about establishing a team of trained agents ready to provide high quality tech support. In this blog, we’ll be sharing some of that experience.

B2B 98

B2B Call Center voip Interactive Voice Response 98

Nicereply

APRIL 29, 2024

Responding to negative feedback in a professional manner is incredibly important for maintaining a positive reputation , building trust with customers, and demonstrating a commitment to continuous improvement. No matter what your job title is, you’re more than likely to receive some form of negative feedback. What is Negative Feedback?

Feedback 52

Feedback Construction B2B Call Center 52

TeamSupport

DECEMBER 7, 2020

Why is this important? Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly. This blog series explores four types of sales opportunities that can be identified by customer support using automation triggers from support tickets.

Customer Support 98

Customer Support Upselling B2B Sales 98

inSided

NOVEMBER 26, 2019

Check out this guest blog from Omnisend on the best strategies for successful B2B customer communication. B2B companies use various marketing communication tools to retain existing customers, connect with new customers, and focus on turning prospective customers into sales. But the most important thing to keep in mind?

B2B 75

B2B Sales Marketing Customer Service 75

SmartKarrot

FEBRUARY 12, 2021

Finding the right information and content is important. The plethora of solutions or blogs may not be useful when it comes to gaining insight and knowledge. SaaS (software as a service) companies have seen an exponential growth in the business sphere. The 20 Best SaaS Blogs You Must Follow. All That SaaS. SaaSMetrics.

SaaS 23

SaaS B2B Metrics Sales 23

Totango

JANUARY 22, 2024

Customer success will be the C-suite partner for growth The current enterprise B2B environment is marked by fierce competition, complex stakeholders, and an urgency to demonstrate end-to-end value to both customers and the business. Most expect to see CS emerging as a growth engine. Additionally, our CAB members are buzzing about AI.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

TeamSupport

JULY 27, 2020

Based on our eBook, B2B Customer Support: From Discovery to Onboarding and Beyond , once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. Cost Effectiveness and Flexibility. It’s also not as dynamic when customers scale.

B2B 64

B2B Customer Support SaaS Accountability 64

REVE Chat Blog

MARCH 4, 2020

B2B lead generation strategies hold paramount importance for the success of every business. So for every B2B business, defining their lead generation strategy and making sure that the business has continuous flow of qualified leads should remain the top priority. What is B2B lead generation? Capture leads. Qualify leads.

B2B 71

B2B Best practices CRM Sales 71

Anexa BPO

FEBRUARY 17, 2023

In the B2B space, CX is just as important as it is in the B2C space, and failure to provide a positive CX can result in lost business, negative word-of-mouth, and a damaged reputation. Data, data, and more data Your B2B CX strategies need to be built on data – consistent, comprehensive, and connected.

B2B 52

B2B Bilingual agents Outbound sales B2C 52

TeamSupport

AUGUST 10, 2020

In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. VideoView can come in particularly handy in many B2B customer support scenarios, especially when a customer needs help with a physical product.

B2B 98

B2B Customer Support Management Customer Service 98

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. Unwritten Rules of Customer Service. On March 16, I joined the Engati podcast to talk about all things customer service and customer experience. Advice for New Customer Service Leaders.

Contact Center 83

Contact Center B2B Customer Service Customer Experience 83

TeamSupport

APRIL 27, 2021

Likewise, the B2B sector has also been affected by the spread of AI and its common usage by business owners and marketers alike. To better understand how exactly this tech influences your business, it’s worth looking at these five ways AI is changing B2B marketing. First and foremost, AI lets you personalize your B2B marketing.

B2B 64

B2B Customer Support Marketing Chatbots 64