Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

aircall

SEPTEMBER 11, 2017

These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth. Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction.

Customer Support 115

Customer Support B2C Upselling B2B 115

TMP Direct

JULY 11, 2024

In the competitive world of home improvement, businesses need a reliable partner to manage sales operations and enhance customer experiences. TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives.

B2C 52

B2C B2B Sales Best practices 52

TMP Direct

JULY 11, 2024

In the competitive world of home improvement, businesses need a reliable partner to manage sales operations and enhance customer experiences. TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives.

B2C 52

B2C B2B Sales Best practices 52

Vonage

OCTOBER 12, 2015

It is more about the way you engage your customers and how you make them feel comfortable about doing business with you now and in the future. These tactics work for B2B as well as B2C, although the examples discussed here are based on a retail setting. Be engaging – First impressions are always important.

Sales 102

Sales Customer Service Upselling B2C 102

ProProfs Blog

SEPTEMBER 28, 2018

Or is it the lack of a medium that helps you keep your customers and site visitors engaged with the brand that ultimately leads to a delightful experience? You lack a medium that helps you provide 24/7, instant customer support that builds a delightful customer experience journey. Definitely not. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. Key performance indicators should be defined for each customer journey stage.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. The result? Higher brand loyalty.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. 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.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Influitive

OCTOBER 30, 2015

Here are some of Chandar’s tips for using technology to humanize your marketing , transform your customer experience and follow other marketing leaders into “the era of engagement marketing.”. Tweet this quote: “It’s not about B2B or B2C, it’s B2H–Business to Human.”. Delivering an exceptional customer experience.

Marketing 79

Marketing B2B B2C Upselling 79

Totango

JULY 13, 2021

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. If you are working with customers who are ready to churn due to price, an option is to offer them discounts.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

ProProfs Blog

AUGUST 14, 2020

That my friend is a tale of bad customer experience. As a business owner, understand that customers don’t just wish to buy a product and leave. They want a good experience too. “ 67% of customers expressed how good customer experience encourages them to stay longer or spend more money. ”. Tweet this.

B2B 174

B2B Analytics Education B2C 174

Pointillist

SEPTEMBER 10, 2020

This is often the case because marketing campaign management systems typically contain data from a limited set of customer interactions that marketing controls, primarily web and email. According to Forrester , “RTIM aligns outbound marketing campaigns with inbound, customer-initiated interactions to ensure relevance.”

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

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

Quality Contact Solutions

JULY 31, 2020

The service center has a goal of 100% customer satisfaction and wants to ensure its goal is achieved with each customer interaction. Telemarketing services help businesses present high quality, unified customer experiences. Associations – We deliver increased membership revenues to you through outsourced telemarketing.

Telemarketing 98

Telemarketing Automotive B2B Healthcare 98

CustomerSuccessBox

JULY 9, 2021

Long-term users are also much more likely to become promoters of your product and bring in more customers via referral or word of mouth. Benefits of customer journeys in SaaS. Shared understanding of customer experience. How can your SaaS Customer Journey Boost Retention. B2B vs. B2C Customer Journeys.

SaaS 59

SaaS Journey mapping B2C B2B 59

Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. Meanwhile, the customer experience software space is vast and there are competitors that offer simpler reporting tools, comparable (or better) design, and stronger value. But that doesnt mean its the right fit for everyone. But for most companies?

Surveys 48

Surveys Enterprise B2B Analytics 48

Cincom

FEBRUARY 14, 2025

Prioritize Guided Selling for Sales Reps Sales reps often struggle with complex product configurations, pricing variations, and customer-specific requirements. Without a structured approach, they risk suboptimal recommendations, longer sales cycles, and missed upsell opportunities. 4- Can CPQ help improve customer experience?

Best practices 40

Best practices Sales CRM Finance 40

ChurnZero

MARCH 31, 2023

The billing platform Recurly tracked 1,900 subscription services in 2021 and 2022 and found the average customer churn rate is 5.6%. It’s slightly higher in the B2C sector at 6.8% What’s more, those customers will also be vocal about it: “Research shows 90% of consumers tell their networks about service experiences.

Benchmark 98

Benchmark B2B Accountability Consulting 98

CX Journey

OCTOBER 10, 2018

Last week, I once again tackled the topic of the differences between customer experience and customer service. This week, I'm going to see if I can do justice to the differences between customer experience and customer success. So is customer experience. Controversial? Guess what?

Customer Experience 37

Customer Experience B2B B2C Upselling 37

Ann Michaels and Associates

SEPTEMBER 24, 2019

Traditional mystery shopping in the business-to-consumer (B2C) model is pretty straight-forward. Mystery shoppers are sent in to a business or retail location with specific tasks and questions to answer about their experience. And you can experience what it feels like to be an actual customer.

B2B 49

B2B Inbound sales Upselling B2C 49

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. 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.

Customer Service 55

Customer Service B2B B2C Upselling 55

bold360 Blog

NOVEMBER 6, 2018

What they don’t know is that only a small portion of your budget is dedicated to keeping them as a customer, so disappointment is likely coming. 1 How are you going to meet the high expectations you’ve set in the acquisition phase if your company isn’t as invested in the customer acquisition phase?

Upselling 209

Upselling B2C Customer retention Marketing 209

Cincom

MARCH 20, 2025

4- Lack of Real-Time Inventory and Pricing Data B2B buyers expect the same level of responsiveness as in B2C transactions, yet many companies struggle with outdated inventory and pricing systems. Slow approvals can result in lost deals, especially when competitors can generate quotes faster.

B2B 40

B2B Sales CRM Finance 40

Quality Contact Solutions

DECEMBER 31, 0001

What’s more, 62% of customers say they share bad experiences with others.” ” Today, customers have the upper hand. This is why it’s essential to have the right resources focused on customer service as it shapes customer experience. Business to Consumer (B2C).

outsourcing 40

outsourcing Call Center Telemarketing B2B 40

Quality Contact Solutions

DECEMBER 31, 1969

What’s more, 62% of customers say they share bad experiences with others.” ” Today, customers have the upper hand. This is why it’s essential to have the right resources focused on customer service as it shapes customer experience. Business to Consumer (B2C). Contact Us.

outsourcing 40

outsourcing Call Center Telemarketing B2B 40

Natalie Petouhof

APRIL 4, 2016

Tweet After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. At the end of the day, if the customer experience is poor, customers will abandon shopping carts and revenue will suffer.

CRM 40

CRM B2C B2B Marketing 40

Totango

JULY 18, 2018

Digitization of the customer experience. Customers have a plethora of options for finding out about a company, product, or service before they decide to buy, and even more platforms for providing ratings and commentary about their ongoing experience after they have invested in a product or service.

Customer Support 57

Customer Support B2C Customer retention Upselling 57

Ann Michaels and Associates

JUNE 11, 2018

Traditional mystery shopping in the business-to-consumer (B2C) model is pretty straight-forward. Mystery shoppers are sent in to a business or retail location with specific tasks and questions to answer about their experience. And you can experience what it feels like to be an actual customer.

B2B 40

B2B Inbound sales Upselling B2C 40

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. In fact, it is so important that organisations are willing to pay up to 30% more for a better customer experience.

B2B 52

B2B Customer Support B2C outsourcing 52

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries.

Education 59

Education Accountability Customer retention Journey mapping 59

Quality Contact Solutions

JULY 31, 2020

The service center has a goal of 100% customer satisfaction and wants to ensure its goal is achieved with each customer interaction. Telemarketing services help grow your business by presenting high quality, unified customer experiences.

Telemarketing 52

Telemarketing Automotive B2B Healthcare 52

Nicereply

MARCH 8, 2023

Customer service vs. customer success. They both affect customer experience, but are they the same thing? Are you utilizing these tools to give your customers a positive customer experience ? Customer success can help you: Build and nurture relationships with your customers.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

Babelforce

JANUARY 28, 2021

If you sell b2b (or high-value b2c) then that means a phone call. That’s especially value in a sales setting, with upselling opportunities. But well-deployed NLU systems are like full-time mentors/assistants that offer up solutions based on long experience. And I bet you thought 30 minutes was pretty reasonable?

Contact Center 52

Contact Center CRM Upselling Sales 52

JivoChat

AUGUST 24, 2021

When changing your product features, you can measure the rise or fall of ticket volume to determine if the changes to your product made your customer experience easier or more difficult. Failing to solve customers’ problems is not a good look for your brand and could damage customer trust. Unresolved Tickets.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Amity

FEBRUARY 2, 2016

Are Your Customer Success Stories Being Heard? Communicating your customer's successes can be one the strongest marketing approaches there is. Exploring the Top 5 Benefits of Customer Success. Driving product adoption is the key activity of any Customer Success team. Strong adoption leads to very strong growth.

SaaS 80

SaaS Education Customer retention Sales 80

JivoChat

JUNE 15, 2021

One of the reasons Shopify is so popular is that it can be customized in a variety of ways, thanks to the availability of more than 4,200 apps. B2B and B2C users can use apps to improve their Shopify store experience, integrate Shopify with other tools they’re using, and streamline the online shopping experience.

Upselling 52

Upselling Analytics Sales Marketing 52