CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer.

Advertising 98

Advertising SaaS B2C Best practices 98

delighted

SEPTEMBER 8, 2021

He has worked at diverse organizations from startups to Fortune 50 companies, including B2B SaaS, B2C subscription, and D2C e-commerce. He has managed customer success, inside sales, customer support/service, and quality assurance teams. He has built teams from scratch to 80+ people.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Talkdesk

JUNE 1, 2016

JASON : I’ve invested in 21 SaaS companies. I’ve become a fan of looking at B2B products in the way you would look at B2C products; that is, measuring smaller metrics like time in app and daily active users. The post How to Grow Customer-Centric Companies in Down Markets appeared first on Talkdesk.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40

Amity

FEBRUARY 2, 2016

Communicating your customer's successes can be one the strongest marketing approaches there is. Reviews have really changed the way we buy in the B2C world, and for B2B, really demonstrating the benefits of your product versus just telling can be a big differentiator in the buyer’s journey. Welcome to the Age of the Customer.

SaaS 80

SaaS Education Customer retention Sales 80

Lumoa

OCTOBER 30, 2017

Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. But there are still some companies who don’t measure customer experience at all. Many of them are B2B companies but some of them are B2C companies. The company suffers from lack of customer centricity.

Metrics 76

Metrics Customer Experience B2C B2B 76

Nicereply

MARCH 19, 2019

Whether your goal is lower churn, more revenue or to improve your overall customer experience, nudges are often a low-effort, high-reward way of making that happen. Calling your products and services customer-centric requires you to go beyond offering guides, articles, blogs, tooltips, support channels, and analytics to your customers.

Customer Experience 83

Customer Experience Analytics Customer centricity B2C 83

ClientSuccess

NOVEMBER 29, 2017

SaaS companies, at their core, are created to deliver products to consumers to meet specific needs or address specific pain points. When a customer buys a SaaS product offering, they are essentially saying, “We believe this product can help us meet this need or address this paint point.” New Customers vs. Current Customers.

SaaS 40

SaaS B2C B2B Customer centricity 40

ChurnZero

FEBRUARY 1, 2019

Chris’ experience also includes leadership roles at Mercury Interactive, Gemstar-TV Guide, and Allibra Incorporated, where he played a transformation role building Cloud strategy and preparing the company for the leap to SaaS. Francesca Cruz, Vice President, Customer Success, IZEA. Dave Ginsburg, Chief Customer Officer, UserTesting.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

JustCall

NOVEMBER 23, 2022

Call centers are a critical part of any customer-centric business. Whether you’re running a B2B or B2C business, you need to establish a line of communication with your customers to ensure smooth operations. To solve this issue, several call centers have moved to virtual phones and cloud software.

Call Center 52

Call Center Management B2C Chatbots 52

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. It’s all about making our customer interactions smarter and more tailored – and I think that’s fantastic!”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

JustCall

NOVEMBER 24, 2022

Whether you are looking for a B2B software/SaaS sales strategy or a B2B sales plan for physical assets, here are some proven ways to improve its performance: Conduct market research. The first stage of any B2C or B2B digital sales involves market research. However, real-life B2B digital sales is far more convoluted.

B2B 52

B2B Sales B2C SaaS 52

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it. What is customer success software, and why use it?

Management 52

Management CRM Customer retention Analytics 52

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. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Currently, she is the Vice President of Customer Experience at Bugcrowd. Anika Zubair.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

APRIL 23, 2020

Customer Success vs Customer Experience: The Difference Between the Journey and the Destination : Customer experience concentrates on touchpoints, while customer success focuses on the end game. Nonetheless, the concept still gets confused with another prevalent and similar-sounding industry term: customer experience.

Customer Experience 10

Customer Experience SaaS B2B Customer centricity 10

SmartKarrot

JUNE 29, 2022

The enterprise customer experience (ECX) is a methodology for streamlining a customer’s experience with a SaaS or enterprise software product. So ECX has significant crossover similarity to B2C but comes with its own set of challenges and priorities. Here are ten tips for improving enterprise customer experience: 1.

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Rick has more than 15 years experience in B2B and SaaS software marketing across a diverse group of start-up, growth stage and enterprise companies. Philips partners closely with their customers to transform healthcare delivery.

Automotive 41

Automotive Management Enterprise B2B 41

SmartKarrot

OCTOBER 12, 2022

Additionally, customers who are pleased and satisfied with your offerings are a powerful force behind the expansion of your company. It may appear that this only applies to B2C companies that conduct direct sales to customers. You can foster a customer-centric culture by doing this. Like what you are reading?

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

CrazyCall

AUGUST 16, 2019

Recommended episode: Testing SaaS Payment Terms with Jack Altman. Here, you’ll get to know how to crack the code of customer’s behavior and what to do to turn complete strangers into long-lasting customers. Recommended episode: Being Customer Centric. Topics covered: B2B Sales, Enterprise Sales, SaaS Sales.

Sales 115

Sales B2B Coaching Personalization 115

Netomi

FEBRUARY 28, 2022

Asia’s first fully digital telco, Circles.Life is focused on giving power back to the consumer, and is “revolutionizing the digital services industry through a customer-centric user journey.” Kristi Faltorusso – VP of Customer Success, ClientSuccess. Customer experience is more important now than ever,” she said.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64