Remove Accountability Remove B2B Remove Feedback Remove Upselling
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5 Top Customer Service Articles of the Week 6-7-2021

ShepHyken

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

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Guest Post: How to Design a Customer Success Program That Works

ShepHyken

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. Regularly update training materials based on customer feedback. Encourage shadowing experienced account managers who can disseminate their best tips and tricks.

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B2B Customer Service vs. Customer Success

Totango

B2B customer service is often confused with B2B customer success, but they are not the same. First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. App integrations.

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The Ultimate Guide to Upsell Strategy for your B2B SaaS Business.

CustomerSuccessBox

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. If yes, then it might be time to set the ball rolling for an ‘Upsell’ conversation. Putting an upsell plan in place, knowing the strategies, etc. Cross-sell vs Upsell.

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The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales

ChurnZero

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Their main arguments include: Humans are wired for reciprocity and Customer Success is best suited to make deposits and withdrawals from the “relationship account”. How does that make you feel?

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

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How to Optimize Customer Retention for B2B Enterprises

Totango

As part of a successful B2B enterprise, you understand the importance of your customers. When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. How to Increase Customer Retention for B2B Companies .