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. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 88

B2B SaaS Education Brand ambassadors 88

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

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.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. 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.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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. This has led to companies using Net Promoter Score (NPS) surveys as a metric to evaluate customer loyalty and reduce churn rate. How to Effectively Use Net Promoter Score Survey Software. NPS Calculation.

SaaS 120

SaaS Customer retention Surveys Morale 120

ProProfs Blog

SEPTEMBER 28, 2018

Recently eConsultancy conducted a survey that found Live Chat generates the highest satisfaction -73% – of any customer service channel. Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Must Read : Why you should use live chat ?

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. And we know from experience: having the right survey tool is just one partbut a critical part of your survey success. If you’re ready to discuss the best survey software for your company, skip this article and click here to contact our team.

Surveys 48

Surveys Enterprise B2B Analytics 48

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

inmoment

AUGUST 10, 2020

If you’re a practitioner who won support for your B2B experience program and have since implemented it across your organization , congratulations! Upselling Established Customers. Tracking customer acquisition is thus a must for any B2B experience program. Method #3: Upselling Established Customers.

B2B 52

B2B Upselling Customer retention Metrics 52

Quality Contact Solutions

JULY 31, 2020

Additionally, the team can perform survey work by reaching out to those customers who recently had a service performed. Membership renewals, new members, win-back, upsells and membership data updates are just the start of what you can count on QCS to do for your association. Request a Price Quote.

Telemarketing 98

Telemarketing Automotive B2B Healthcare 98

Quality Contact Solutions

JANUARY 21, 2021

.” About Quality Contact Solutions Quality Contact Solutions (QCS) is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs.

Telemarketing 98

Telemarketing Business Process Outsourcing outsourcing B2C 98

Quality Contact Solutions

MARCH 25, 2021

Quality Contact Solutions (QCS) is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs.

Telemarketing 98

Telemarketing outsourcing Management B2C 98

Quality Contact Solutions

AUGUST 20, 2021

Quality Contact Solutions (QCS) is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs. In addition, the QCS expertise provides turnkey outsourced call center services that augment sales and marketing programs across various industries.?.

Call Center 98

Call Center Telemarketing B2C outsourcing 98

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Customer satisfaction and feedback surveys. Upsell purchases. Examples include: Search engine queries and ads. Video chat.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. 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. So let’s start! Image by Retently.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Totango

APRIL 11, 2019

It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. Combining such metrics across an account performance leaves you with the following display: Doing Well: The customer rates well against health indicators and you should consider value-add engagements such as upselling.

Metrics 90

Metrics Upselling Accountability Enterprise 90

ChurnZero

MARCH 31, 2023

and slightly lower in B2B at 4.9%. In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change. That’s what Salesforce learned when it polled 17,000 consumers and business buyers for its 2022 State of the Connected Customer survey. It’s slightly higher in the B2C sector at 6.8%

Benchmark 98

Benchmark B2B Accountability Consulting 98

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Spark’s Upsell and Expand Customers module can help you deploy this strategy by automatically detecting upsell opportunities and extending relevant offers. Reward Customer Loyalty.

B2C 63

B2C Upselling Journey mapping B2B 63

ChurnZero

JUNE 23, 2023

Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. The survey report tallied responses from roughly 1,500 SaaS companies and is based on sales data through the year ending December 31, 2022. Similarly, the data shows NRR tends to improve over time.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

Cincom

FEBRUARY 21, 2025

This results in lost revenue and missed opportunities to upsell or cross-sell. 5- Enhanced Upselling and Cross-Selling Strategies Many CPQ platforms include recommendation engines that suggest upgrades, bundles, and complementary products. 4- Frustrated Customers and Lost Deals Customers expect fast, accurate, and transparent quotes.

Sales 40

Sales Gamification Finance Best practices 40

CSM Practice

JULY 6, 2020

88% of companies recommend that their employees work from home to reduce the spread of Coronavirus, and more than 90% of B2B sales have switched to a virtual sales model, which can provide a lot of opportunities and challenges for sales and customer success teams. Upsells is a basic form of account expansion. 2. Reduced Costs.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

88% of companies recommend that their employees work from home to reduce the spread of Coronavirus, and more than 90% of B2B sales have switched to a virtual sales model, which can provide a lot of opportunities and challenges for sales and customer success teams. Upsells is a basic form of account expansion. 2. Reduced Costs.

SaaS 71

SaaS Upselling Accountability Sales 71

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. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

CSM Practice

DECEMBER 8, 2019

Revealing opportunities for cross-sells and upsells. In a complex B2B organization, survey response rates and poor data quality can distort the reasons associated with renewal and churn. Predicting at-risk customers. Engaging with customers to improve relationship. Identifying competitive threats. Reducing marketing costs.

SaaS 88

SaaS Customer retention Accountability Feedback 88

TeamSupport

APRIL 26, 2019

Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers. The constantly evolving landscape means that business-to-business (B2B) customers have all the power. B2B buyers are a different type of customers.

Customer Service 55

Customer Service B2B B2C Upselling 55

Amity

JANUARY 27, 2016

Join us, and a panel of three leading B2B SaaS executives on February 4 at 1pm ET , for a lively discussion on how to make the business case for investing in Customer Success Software. • The Link Between Customer Success, Retention, and Upsells. Expanding revenue from existing customers leads us to the topic of upsells.

Upselling 57

Upselling SaaS Best practices Sales 57

ChurnZero

MARCH 22, 2019

To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. So, the initial sale is very small, and all the sale is upsell. So here, it’s really all about new sales. Who would you rather buy from?

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Quality Contact Solutions

JULY 31, 2020

Additionally, the team can perform survey work by reaching out to those customers who recently had a service performed. Membership renewals, new members, win-back, upsells and membership data updates are just the start of what you can count on QCS to do for your association.

Telemarketing 52

Telemarketing Automotive B2B Healthcare 52

Amity

SEPTEMBER 25, 2017

Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. When I joined the HelloSign team, our customers were mostly B2C and starting to emerge onto the B2B side. We regularly look at CSAT, NPS, retention, upsells, health score, and churn. What metrics do you watch closely?

B2C 0

B2C SaaS B2B Accountability 0

Quality Contact Solutions

DECEMBER 20, 2021

Since 2007, Quality Contact Solutions (QCS) has established itself as an industry leader in contact center and BPO solutions, including B2B and B2C programs. QCS offers many contact center and telemarketing?services

Call Center 52

Call Center Telemarketing B2C outsourcing 52

Quality Contact Solutions

JULY 19, 2021

Quality Contact Solutions (QCS) is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs. In addition, the QCS expertise provides turnkey outsourced call center services that augment sales and marketing programs across various industries.

Telemarketing 52

Telemarketing B2C outsourcing Enterprise 52

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. This is a guest blog post by Anita Toth, Chief Churn Crusher. . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

B2B 62

B2B Feedback B2C Enterprise 62

Interaction Metrics

AUGUST 14, 2024

This is especially true for B2B companies, where the relationship between the customer and company is akin to a partnership and both sides mutually influence each other. If you’re interested in B2B, read the whitepaper here. If for your company, every customer relationship is vital , investing in customer service just makes sense.

Consulting 62

Consulting Consulting Customer Service Surveys 62