Satrix Solutions

FEBRUARY 1, 2022

Thankfully this attitude towards surveys is relatively rare in B2B. I’m always curious why some B2B folks “hate” surveys. How many B2B companies field surveys nowadays? I’ve spent nearly 20 years advising B2B company leaders on how to maximize the impact of their CX programs. What do I mean? We’re all busy. Actually, no.

Surveys 78

Surveys B2B Feedback Technical Support 78

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. By nature, CSMs feel inclined to assume any responsibility involving the customer.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

Nicereply

JULY 13, 2021

Peter Muir is the Manager of Technical Support at Dejero. Dejero is a B2B company that sells a combination of hardware and software. Peter Sajevics is the Head of Customer Success at Stylehub , a B2B E-commerce platform, for anyone who wants to run their business online. Loom is a B2B and B2C video software company.

B2B 98

B2B B2C SaaS Technical Support 98

Quality Contact Solutions

JULY 19, 2018

Here are a few examples of current B2B outbound, inbound and multi-channel call center client programs: Healthcare Industry Case Study. QCS has 70+ employees working on behalf of this client on a daily basis, including outbound sales, inbound sales, inbound customer service and inbound technical support.

Telemarketing 63

Telemarketing Inbound sales Outbound sales outsourcing 63

OctopusTech

JULY 15, 2024

Add-ons app store with thousands of applications to further extend functionality like email marketing, accounting, customer support and more. Scalable cloud-based infrastructure that can support significant traffic volumes out of the box. Wholesale channel support and business to business (B2B) functionality.

B2B 62

B2B Technical Support Enterprise Accountability 62

TeamSupport

JULY 22, 2020

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. Download the complete report.

Customer Support 52

Customer Support B2B Technical Support Education 52

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Customers appreciate: Faster, personalized customer support.

Contact Center 116

Contact Center Technology Self service Call Center 116

ChurnZero

AUGUST 25, 2020

Anna Talerico, Arthur Ventures Anna ( @annatalerico ) is an Operating Partner at Arthur Ventures , an early growth capital firm that leads investments in B2B software companies located outside Silicon Valley. Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Kayako

JANUARY 7, 2016

I think a big theme of 2016 will be unifying customer support channels and evolving the tools, team structures and operating styles needed to achieve that. Navsher Puar , Support Team Lead. This year the traditional support teams will embrace the elements of how account management is done in a big way.

Customer Support 63

Customer Support Self service Consulting Consulting 63

Quality Contact Solutions

DECEMBER 20, 2021

.” The SOC 2 Type 2 certification is an independent audit assessing internal controls involving security, availability, and confidentiality of the data processed on behalf of customers, as defined by the American Institute of Certified Public Accountants (AICPA)? Trust Services Criteria. QCS offers many contact center and telemarketing?services

Call Center 52

Call Center Telemarketing B2C outsourcing 52

Quality Contact Solutions

SEPTEMBER 29, 2021

There are proven models already established that will support anything from account management to a dedicated sales team. Advantages of Working with a BPO There are many advantages of outsourcing to a BPO. A company specializing in BPO often has the solutions to any of your needs regarding reducing your labor costs.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Call Center Technical Support 98

ROI CX Solutions

DECEMBER 5, 2024

Pros Two decades of experience in improving CX An extensive and diverse talent pool for round-the-clock support and global scalability End-to-end solutions that leave more time to focus on core operations Award-winning workplace known for happy and satisfied agents 4.

outsourcing 52

outsourcing Call Center Technical Support B2B 52

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. You don’t have a process.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

JivoChat

MARCH 2, 2022

To facilitate the payment process, Shopify payments enable you to accept credit cards without the need for any third-party account. The system supports over 100 external payment gateways. If you have a B2B company, BigCommerce has specific solutions for that too, including quote management, bulk pricing, and customer groups. .

Banking 75

Banking Technical Support Sales B2B 75

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account.

Management 98

Management Chief Customer Officer Upselling SaaS 98

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

SEPTEMBER 22, 2022

This allows providers to assume responsibility for hosting, technical support, and upgrades, increasing efficiency and cutting costs. CRM organizes all contacts’ information and account details in a single database, so you must select a tool that fits your needs and can grow with you. Customer success. Data analysis.

SaaS 71

SaaS CRM Advertising Analytics 71

OctopusTech

DECEMBER 7, 2022

Here, all you need is access to an internet connection and a laptop so that you can create an account in the BigCommerce platform and use various apps and tools to create a functional site. Unlimited staff accounts and file storage. 24/7 technical support assistance. Consultation and account management.

Enterprise 12

Enterprise Sales B2C Analytics 12

Kayako

MAY 12, 2016

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Much like the early days of B2B “inbound” marketing, customer support didn’t really exist ten years ago.

Customer Support 60

Customer Support Best practices Technical Support Call Center 60

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. You don’t have a process. And it is!

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

ViiBE Blog

JANUARY 22, 2021

ViiBE is the web technology of video assistance and ticketing system designed for technical support and after-sales services. As a button directly embedded in Zendesk Support, ViiBE allows support agents to escalate tickets to video calls with the clients in need of assistance.

virtual call center 52

virtual call center Technical Support Self service Engineering 52

JustCall

NOVEMBER 27, 2022

For example, how much data is stored, how many people access it, the type of software, and the level of technical support? One more distinction is that a B2B SaaS decision is normally not taken by one person alone. Lead scoring software and analytics should take this into account. Determine Correct Values.

SaaS 52

SaaS Enterprise Sales Best practices 52

Calltools

MARCH 20, 2019

Agents get information on previous calls to the number, sales records or other account information. Automatic dialers are popular in B2B and B2C selling. Depending on the system utilized, information may include credit score, value of the home, and demographic information. This gives the agent context to use when engaging the call.

Telemarketing 40

Telemarketing B2C Abandon Call Technical Support 40

Hodusoft

AUGUST 21, 2024

The number would be much higher if unregistered BPO companies were taken into account. Technical Support While BPOs providing customer support handle customer queries and complaints, BPOs that provide technical support troubleshoot and resolve technical issues related to products or services.

outsourcing 52

outsourcing Contact center software Government call center software 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Is Customer Experience the Key to B2B Differentiation? For 5 years, Lynn led the world’s first global study of B2B CX practices.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JivoChat

AUGUST 23, 2021

The platform serves B2B and B2C ecommerce customers including over 2000 mid-market businesses and 30 Fortune 1000 brands. What makes it a top Shopify alternative: BigCommerce is focused on getting retailers up and running by taking care of all the technical details including security, uptime, platform updates, and payment processing.

Enterprise 52

Enterprise Sales B2B B2C 52

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Grow accounts in their book of business. Aid clients in achieving their goals.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

JUNE 21, 2022

Collaborate with peers and Infogrid leadership to define the operating model for Customer Success Managers within the broader account teams. Drive growth in Infogrid’ installed base of customers through the strategic engagement of lighthouse accounts deepening the use of Infogrid SaaS platform to increase.

Enterprise 3

Enterprise SaaS Technical Support Accountability 3

SmartKarrot

OCTOBER 27, 2022

Business-to-business (B2B) marketing is a type of marketing done directly between businesses. Unlike other sales models where the Client goes through an intermediary such as retail, B2B marketing involves direct contact between professionals in specific industries, creating the potential for closer relationships and higher quality.

B2B 10

B2B Real estate Sales Accountability 10

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. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Amarachi Ogueji. Bhavika Kochhar. Dana is also a founding member of CS Insider.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

MAY 27, 2020

Talking in terms of B2B businesses, client success is one of the factors that businesses are focusing on, in 2020. Knowledge of Product and Technical Support . For a long time, organizations have had product success managers, account managers, and customer experience managers working together towards client retention.

B2B 10

B2B SaaS Technical Support Upselling 10

SmartKarrot

FEBRUARY 19, 2021

Upsell limitations: Calculate the bucket size of customers who qualify for upgrades or account expansion. Lower support cost: Customers with dedicated CSMs would naturally need less assistance from technical support staff. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Upselling 10

Upselling outsourcing Technical Support industry standards 10

SmartKarrot

APRIL 17, 2023

They can be used for a range of tasks, including customer service, sales, and technical support. Sentiment analysis of calls, account health scores and emails: AI can analyze customer interactions, such as calls or emails, to determine the sentiment of the customer. It is a glimpse of future in front of us? Let’s dig in.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

SmartKarrot

MAY 14, 2020

For B2B complex products the churn may happen because the user didn’t start using all the features that can hook them to the product. A lack of technical support, FAQs or user manual may prevent the customer from adopting the software. Mismanagement in the Relationship .

SaaS 10

SaaS Customer retention Sales Technical Support 10

SmartKarrot

APRIL 17, 2023

Evaluate the chatbot’s support and maintenance: Evaluate the chatbot’s support and maintenance options, such as technical support, training, and updates. Choose a chatbot that offers robust support and maintenance options to ensure a seamless customer experience.

Chatbots 10

Chatbots Scripts Enterprise Education 10

Comm100

FEBRUARY 19, 2020

Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. These are great VIPs for B2B businesses that provide a product or service that may not need to be purchased frequently, but that requires ongoing support. Your Business Partners.

B2C 64

B2C B2B Advertising Accountability 64