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. Or, in our words, bad data in, bad insights out.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. With that in mind, it is generally more useful to conduct a formal survey. Begin with the End. Methodology.

B2B 73

B2B Surveys Customer centricity Construction 73

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior. Even total quality icon W.

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior. Even total quality icon W.

B2C 231

B2C Banking B2B Consulting 231

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

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 180

Customer Service Self service Surveys Contact Center 180

Beyond Philosophy

APRIL 23, 2022

After all, have you ever got a customer survey back that said you should charge more for your product or service? This week we consult Peter about his business-to-business (B2B) customers that push back on price. Complete this short survey. Prices will never be low enough for customers. Of course you haven’t!

Consulting 39

Consulting Consulting B2B Metrics 39

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

Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. At Interaction Metrics, we help organizations of all sizes improve how they collect and use feedback. And we know from experience: having the right survey tool is just one partbut a critical part of your survey success. But for most companies?

Surveys 48

Surveys Enterprise B2B Analytics 48

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. Consumers may offer rapid feedback by emailing or posting surveys on your website. Internal organizational silos are known in B2B SaaS.

SaaS 185

SaaS Customer Experience B2B Feedback 185

TeamSupport

JULY 27, 2020

Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of 2020, according to a recent industry survey of CXOs. Not all businesses are freezing spending.

B2B 90

B2B Finance Metrics SaaS 90

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. million total survey questions, with several million devoted to emotions and feelings related to experience. Back to the Hierarchy.

B2C 207

B2C Banking B2B Customer advocacy 207

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Learn more about Net Promoter Score surveys.

Customer retention 156

Customer retention B2B Surveys B2C 156

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. An overview of the current B2B SaaS market and valuation drivers. Customer Success Around the Web.

Benchmark 98

Benchmark SaaS B2B B2C 98

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

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

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2B companies sell to other companies.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

delighted

FEBRUARY 15, 2021

When you start setting up a customer experience program, one of the first things you’ll consider is how many customer surveys to send out. The population size is the size of the entire community of people you wish to represent with the survey results. Survey sample size. The batch of people who respond to your survey.

Surveys 95

Surveys B2B Feedback Metrics 95

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

ijgolding

NOVEMBER 13, 2018

For a B2B company, the ability to retain clients can be the difference between success and failure. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value. WHY VOC WORKS WELL FOR B2B. Today, it’s just as important for B2B businesses to be customer-centric.

B2B 74

B2B B2C Automotive Finance 74

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

TeleDirect

JANUARY 13, 2025

Market Research: Surveys and feedback collection through outbound calls provide valuable insights for business strategies. Q: Are outbound call centers effective for B2B businesses? Outbound call centers are highly effective for B2B lead generation, appointment setting, and nurturing client relationships. A: Absolutely.

Telemarketing 62

Telemarketing Call Center CRM Healthcare 62

Satrix Solutions

SEPTEMBER 15, 2020

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. In the context of a B2B customer survey, we’re referring to feedback gathered in response to open-ended questions (i.e. Why did you score us the way you did?”).

Surveys 78

Surveys B2B Feedback SaaS 78

delighted

OCTOBER 11, 2021

If a survey doesn’t instantly communicate its purpose, isn’t from a trusted source, or seems trivial, it will be ignored. But here’s another obvious point: Many respondents simply skim-read surveys. A skimmable survey is a survey that is easy to understand and answer, inviting more accurate and honest feedback.

Surveys 90

Surveys Feedback Advertising B2B 90

ProProfs Blog

APRIL 12, 2019

More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. Churn rate is a key metric that needs to be evaluated by all SaaS-based organizations. This has led to companies using Net Promoter Score (NPS) surveys as a metric to evaluate customer loyalty and reduce churn rate.

SaaS 120

SaaS Customer retention Surveys Morale 120

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Takeaway 2: Increase your NRR to increase your growth rate faster. So again, we’re a lender.

SaaS 52

SaaS Benchmark B2B Surveys 52

Interaction Metrics

JUNE 21, 2023

Clients often ask: do we need to allow for customer anonymity in our surveys? In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. He recently wrote “ Are You Undervaluing Your Customers?

Surveys 62

Surveys B2B Feedback Customer centricity 62

TechSee

FEBRUARY 5, 2019

Incentivized surveys and refer-a-friend programs, of the type that delivered stunning exponential user growth for Dropbox will give rise to more refined models drawn from the world of B2B sales. As customers transition from passive service recipients to active partners, the time is right for them to become true stakeholders.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Totango

DECEMBER 10, 2019

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 .

Customer retention 65

Customer retention B2B Enterprise Metrics 65

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. We need to think bigger, and more strategically.

B2B 54

B2B Customer Experience Customer centricity Surveys 54

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. Surveys are only the foundational tool . If I say “Voice of the Customer” do you automatically think survey? Let’s play a word association game.

B2B 60

B2B Surveys Feedback Customer centricity 60

Satrix Solutions

JANUARY 24, 2022

Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform. Satrix Solutions conducted an industry survey on the Net Promoter System within the B2B community to determine the use, impact, and preferences within B2B organizations.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

Interaction Metrics

FEBRUARY 1, 2021

Those of us who work in B2B CX know how different this discipline is from consumer-facing / retail Customer Experience. And unfortunately, there are fewer stats, books, and articles, just less information overall about B2B CX. To kick us off, here are what I see as five special characteristics of B2B customers.

B2B 48

B2B Customer Experience Journey mapping Surveys 48

ProProfs Blog

DECEMBER 14, 2018

Smart reports & surveys make for the most wonderful part. Gives the company – insights into performance and quality assurance metrics. Not only can business trends be documented and found with a help desk software, like ProProfs Help Desk but other applications or surveys can be implemented. Tweet this. Tweet this.

Surveys 142

Surveys Customer Support Metrics call center software 142

Satrix Solutions

OCTOBER 5, 2020

In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Example 2: Divide the count of theme/code mentions by the total number of respondents who completed the survey whether they provided commentary or not.

Surveys 78

Surveys Feedback B2B Best practices 78

delighted

MAY 10, 2019

Once you’ve designed and distributed your customer survey, the next step can be the most exciting part of the process: watching the responses roll in. Unfortunately, the reality is that you may not get as many responses from your first survey project as you would like. So how do you increase survey response rates? Thoughtfully.

Best practices 66

Best practices Surveys B2B Feedback 66

Lumoa

MARCH 20, 2018

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 107

Customer Experience B2C Journey mapping B2B 107