ShepHyken

SEPTEMBER 30, 2019

NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. For those that haven’t adopted one – or even all – of these CX metrics, then this is a good starting point. Here are my top five picks from last week. by Sara Staffaroni. NPS, CES and CSAT seem to be most common.

Customer Service 47

Customer Service Customer retention Metrics Consulting 47

ShepHyken

OCTOBER 26, 2021

Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. Defining Success from the Customer’s Perspective. We need to understand the full journey.

SaaS 205

SaaS B2B Consulting Consulting 205

ShepHyken

JULY 1, 2019

(Forbes) Business-to-business (B2B) and business-to-consumer (B2C) sales have traditionally been two different beasts, relying on two distinct sets of fundamentals and best practices. Focusing on metrics, training and AI is this author’s formula for delivering a better experience that gets makes customers want to come back for more.

Journey mapping 315

Journey mapping Customer Service B2C Big data 315

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. He writes about designing a compelling customer experience process and training your team to implement it. Integrations can be a dealbreaker for some organizations.

B2C 353

B2C Customer centricity Feedback Upselling 353

TeamSupport

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Compare this metric to other reporting metrics, such as minutes to initial response and number of tickets that have to be reopened, to determine the “why” behind the low scores.

B2B 98

B2B Customer Support Coaching Metrics 98

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. A B2B Telecom reduced costs by 36% and increased revenues by 7%. Your existing customers are far easier to upsell. So, there you have it.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

TeamSupport

DECEMBER 21, 2021

With 61% of B2B organizations using live chat , it's clear that live chat software is only becoming more necessary to be successful in the digital age. The Growing Expectations for B2B Live Chat. In today’s world of digital B2B experiences, more than 69% of US-based customers expect live chat. According to J.D.

B2B 98

B2B Airlines Sales Customer Support 98

ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Upselling B2B SaaS 100

ShepHyken

NOVEMBER 1, 2019

Customer journey mapping is never 100 percent accurate but it highlights metrics, which can be used to improve customer experience. Customer Journey Mapping can be divided into three categories: The Typical B2B Customer Journey Map: Pictorially represents touchpoints a customer engages with through the journey.

Journey mapping 223

Journey mapping Customer Experience B2B Enterprise 223

ShepHyken

JUNE 12, 2017

27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Jitbit) We reached out to 27 professionals leading support teams of all sizes at companies like Zapier, and asked them the following question: Can you list 2-3 customer support metrics you use to measure performance in the following areas: 1.

Customer Service 201

Customer Service Metrics B2C B2B 201

ShepHyken

OCTOBER 16, 2023

The metric that matters the most is the success and thriving of the customer’s business. Plus, Shep and Andrew share more customer experience tips applicable to businesses, whether in B2B, B2C, or in government. Create a comprehensive digital experience encompassing partners, customers, and internal teams. Measure what matters.

Customer Experience 243

Customer Experience B2C Government B2B 243

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle.

Airlines 278

Airlines Metrics Advertising Sales 278

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

Totango

MARCH 27, 2020

Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success. Choosing the Best B2B Customer Lifecycle Management Solution for Your Enterprise. Choosing the Best B2B Customer Lifecycle Management Solution for Your Enterprise. Improving CLM with Adaptive CS Technology.

B2B 83

B2B Management Journey mapping Enterprise 83

TeamSupport

JULY 27, 2020

This proves particularly important with B2B (business-to-business) relationships using an MRR (monthly recurring revenue) model since those customers tend to be higher value, thus more critical to retain. There is an indication that the intent to purchase B2B software might be settling out according to a recent survey by TrustRadius.

B2B 90

B2B Finance Metrics Customer Support 90

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.

B2B 86

B2B Customer Support Metrics Technology 86

CX Global Media

FEBRUARY 6, 2019

Not efficiency metrics or channels to be managed. Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company. Not efficiency metrics to be managed. My reality check is to remember, those are people in queue. Please Share.

Contact Center 270

Contact Center B2C Coaching Call Center 270

Interaction Metrics

JANUARY 7, 2025

In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. Because most of you would listen on the go, you can find the audio here : Below, we break down key themes and insights shared during the B2B Roundtable. To watch the recording, click here.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. It’s easy to miss the new B2B buyer demands. Internal organizational silos are known in B2B SaaS. He shares how to improve the SaaS customer experience to encourage customer loyalty.

SaaS 187

SaaS Customer Experience B2B Feedback 187

TeamSupport

JANUARY 12, 2021

As we enter 2021 the strategic role of B2B Support must be aligned (or realigned) with overall corporate strategies. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics. Part 1: The Transition of Support from a Reactive Transactional Model to a More Proactive and Preventive Approach.

B2B 86

B2B Customer Support Technical Support Coaching 86

ShepHyken

JUNE 23, 2020

Shep Hyken interviews Martha Brooke , founder of Interaction Metrics. These are typically used in B2B settings and should operate as a two-way street so both the business and the client receive value. In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide.

Surveys 188

Surveys Feedback B2B Metrics 188

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. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected.

B2B 88

B2B SaaS Education Brand ambassadors 88

ShepHyken

MARCH 23, 2021

The companies that inspire a lot of customer love have better business metrics overall. What are the similarities between B2B and B2C companies? Customer love is the feeling that you can count on a brand to give you what you need and more, along with a feeling of alignment or spiritual connection.

B2C 220

B2C B2B Metrics Technology 220

ChurnZero

JULY 8, 2022

It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business.

SaaS 98

SaaS Metrics Customer retention Upselling 98

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. 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.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Frustrated.

B2C 207

B2C Banking B2B Customer advocacy 207

Beyond Philosophy

AUGUST 30, 2016

Edwards Deming believed that satisfaction was not an ineffective metric for understanding the impact of satisfaction on customer actions. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration.

B2C 150

B2C B2B Customer advocacy Consulting 150

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. An overview of the current B2B SaaS market and valuation drivers. If they stop using it, depending on what the metric is that it’s based on, it’s more volatile. Customer Success Around the Web.

Benchmark 98

Benchmark SaaS B2B B2C 98

Interaction Metrics

SEPTEMBER 13, 2023

McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction is they are more complicated — with more moving parts — than retailers. B2B customers often develop new ideas for product upgrades.

B2B 62

B2B Feedback Metrics Surveys 62

ShepHyken

JANUARY 20, 2020

CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. There are many companies out there (B2B and B2C) that have not given enough consideration to a subscription model. I have added my comment about each article and would like to hear what you think too.

Customer Service 244

Customer Service B2C Entertainment Customer effort 244

Beyond Philosophy

APRIL 23, 2022

This week we consult Peter about his business-to-business (B2B) customers that push back on price. As you may remember, some of our listeners write in to our “I’m in a Pickle” feature of the podcast. 05:12 Colin talks about the concept of perceived value and how no one will buy anything without it.

Consulting 39

Consulting Consulting B2B Metrics 39

Interaction Metrics

DECEMBER 22, 2022

How happy were your B2B customers this year? B2B Customers: The Guide to Building Better Surveys. The reason I ask is that most B2B customers are having mediocre experiences: The software development company ClearlyRated finds that B2B sectors like manufacturing, engineering, and banking have NPS scores in the mid-40s.

B2B 62

B2B Surveys Banking Engineering 62

OctopusTech

MAY 23, 2024

More than 80% of B2B businesses agree that SEO produces better quality leads than online advertising, and over 70% of B2B businesses claim that SEO boosts sales more than PPC. In order to close a deal, B2B companies must nurture leads and communicate with potential clients over several interactions. What is B2B SEO?

B2B 62

B2B Engineering Advertising Sales 62

ShepHyken

NOVEMBER 6, 2023

B2B leaders know their continued resilience, and recovery from the shocks of the past few years, is rooted in their customers. Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance.

Customer Service 183

Customer Service Self service Surveys Contact Center 183