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. Growing Customer Retention.

Advertising 98

Advertising SaaS B2C Best practices 98

CustomerSuccessBox

JULY 9, 2021

Suggested Reading : 6 Exclusive Hacks To Accelerate Customer Retention For Your SaaS. B2B vs. B2C Customer Journeys. A B2B company has other companies as customers,whereas B2C tends to have a larger number of customers with shorter and simpler buying processes. Don’t ever miss a Touchpoint.

SaaS 59

SaaS Journey mapping B2C B2B 59

Totango

JUNE 4, 2021

Another way to apply personalization to engagement is to offer customers promotions based on their history, needs and behaviors. By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Best practices 99

Best practices Surveys Upselling Journey mapping 99

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

CustomerSuccessBox

JUNE 28, 2021

Acquisition-driven growth is dead, retention-driven growth is the future. The Acquisition driven SaaS growth is dead and this era is all about retention-led growth. Whether you are a B2B SaaS or a B2C SaaS, the business’s growth and survival will be dependent on customer retention. MRR growth and upsell.

SaaS 52

SaaS B2C Customer retention Upselling 52

ChurnZero

MARCH 31, 2023

Renewals and retention are key in trying economic times Most Customer Success professionals the Customer Success Collective spoke with for a trend round-up expect their companies to put greater emphasis on customer renewals and customer retention. It’s slightly higher in the B2C sector at 6.8%

Benchmark 98

Benchmark B2B Accountability Consulting 98

Totango

MARCH 26, 2019

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets and partial ownership, or subscription models, for B2C ones. And customers have raised their expectations, demanding products and services that can be customized to meet their specific desires.

B2C 67

B2C Upselling B2B Education 67

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? But there is good news.

Upselling 209

Upselling B2C Customer retention Marketing 209

TeamSupport

APRIL 26, 2019

Creating these connections will provide a competitive advantage because they can be leveraged to increase your success rate with renewal and upselling opportunities. Understand the customer. B2B buyers are a different type of customers. Key Takeaways.

Customer Service 55

Customer Service B2B B2C Upselling 55

Totango

JULY 18, 2018

The quality of Customer Support interactions is a big factor in customer satisfaction, yet too often agents aren’t equipped with the customer data they need to do their best work. The current state of Customer Support. Customer Support vs. Customer Success. Increased Customer Expectations.

Customer Support 56

Customer Support B2C Customer retention Upselling 56

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

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. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value.

SaaS 80

SaaS Education Customer retention Sales 80

Nicereply

FEBRUARY 2, 2024

This will, in turn, will help you: Build stronger customer relationships Earn customer trust Improve customer satisfaction Happy and satisfied customers often become advocates who rave about your brand on social media and review sites.

Education 59

Education Accountability Customer retention Journey mapping 59

Kapta Customer Success

OCTOBER 2, 2017

The principles can be applied any company that works with large organizational customers, but cannot be applied in B2C industries. Customer success is limited strictly to subscription-based service companies, but can be applied in B2B or B2C industries. These three metrics are the most important to showing true progress.

Accountability 40

Accountability Management B2C Upselling 40

Lumoa

MARCH 12, 2023

Benefits of using a customer experience platform CX platforms benefit your business in many ways. Their ultimate goal is to enable you to improve the customer experience. Improving your CX can result in: Better customer retention. 81% of customers make a second purchase after a great experience.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

JivoChat

AUGUST 24, 2021

Customer Retention Rate. The CRR represents how many of your customers you are retaining over a given period. It is one of the most vital customer service metrics to track because low retention rates lead to more time and effort to acquire additional customers. Upsell and Cross-Sell Frequencies.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Nicereply

MARCH 8, 2023

Customer success is more comprehensive and has multiple goals: Foster customer loyalty. Cross-sell or upsell to existing customers. Increase customer retention. Create customers with higher lifetime value. Customer success metrics vary and span a wider range of data. Create brand advocates.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

ChurnZero

JUNE 28, 2019

If you are a Tetris player or a Customer Success Manager (CSM), you know that small actions can have huge impacts and yield unexpected results. As a Customer Success professional, you should always be thinking one step ahead. A customer who lacks a product fit is less likely to be upsold or renewed.

B2B 49

B2B B2C Entertainment Customer advocacy 49

JustCall

DECEMBER 1, 2022

Strategic sales goal examples often include a reduction in customer churn for the next cycle. A sales team should aim to reduce customer churn by 2%, 3%, or any other magnitude over the next sales cycle. Setting a sales goal for customer retention is essential for SaaS companies. Key Takeaway.

Sales 52

Sales SaaS B2B B2C 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. Customer churn is an important customer success metric.

Management 52

Management CRM Customer retention Analytics 52

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. Free Shipping Bar.

Upselling 52

Upselling Analytics Sales Marketing 52

JustCall

DECEMBER 7, 2022

This means how much potential revenue a customer can contribute for the time they remain a paying customer with the company. When the average contract value exceeds or equals the customer lifetime value, it signifies a high churn rate. This makes it imperative to ramp up customer retention efforts.

Analytics 52

Analytics Sales CRM Metrics 52

JustCall

NOVEMBER 24, 2022

A B2C or B2B s ales process is never boring. Representatives must not only confirm that customers are receiving what they bought, but they must also play a role in transitioning customers to the team responsible for onboarding and customer success. It is all about less structure and more freedom.

Sales 52

Sales B2B Surveys B2C 52

SmartKarrot

AUGUST 10, 2020

This puts substantial pressure on businesses to deliver higher-quality products and services, and also a better customer experience. B2B customer expectations are seemingly higher than B2C customers’ B2B businesses must rise to meet these growing expectations to remain competitive in their markets.

Customer retention 19

Customer retention B2B B2C Feedback 19

SmartKarrot

MARCH 2, 2022

One of the main reasons for this is that the market is already flooded with competitors, many of whom compete for customers’ already limited attention in both B2B and B2C environments. It drives user engagement, boosts conversions, and improves customer retention. Kissmetrics uses emails the best.

SaaS 12

SaaS Marketing Upselling Best practices 12

SmartKarrot

JUNE 29, 2020

B2B target audience is way lesser in numbers than B2C audience. In B2C marketing, you need to address a vast majority of the crowd. Since your target customer segment is way smaller than B2C, you need to design a specialized marketing strategy for them. But this approach is not useful in B2B marketing.

Accountability 10

Accountability Marketing B2B B2C 10

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Anita Toth. Keri Keeling. Sana Farooq.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

JUNE 29, 2020

But let’s first understand what differentiates them from B2C mobile apps. B2B Mobile Apps vs. B2C Mobile Apps. The most significant distinguishing factor between a B2B mobile app and its B2C counterpart is its target audience. While B2C apps are meant for regular consumers, B2B mobile apps target strategic decision-makers.

B2B 10

B2B Analytics B2C Upselling 10

SmartKarrot

JUNE 29, 2020

But let’s first understand what differentiates them from B2C mobile apps. B2B Mobile Apps vs. B2C Mobile Apps . The most significant distinguishing factor between a B2B mobile app and its B2C counterpart is its target audience. While B2C apps are meant for regular consumers, B2B mobile apps target strategic decision-makers.

B2B 10

B2B Analytics B2C Upselling 10

SmartKarrot

MARCH 15, 2022

This leads to lower customer acquisition costs and higher retention costs. Best for: The PLG approach is best suited for B2B and B2C companies that are product-based. You need to share leads with the sales team so that they nurture and understand the customers better. It is keeping KPIs relevant and at the core for-.

Sales 10

Sales Marketing SaaS Customer retention 10

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. To map the client journey, you must first comprehend the B2B customer account journey.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

APRIL 23, 2020

Customer success is fast becoming one of the most vital functions for software as a service (SaaS) companies providing subscription solutions that deliver personalized services to customers for minimal investment. It spans the entire customer journey, from product development and adoption to customer retention and growth.

Customer Experience 10

Customer Experience SaaS B2B Customer centricity 10

SmartKarrot

JULY 7, 2023

This is basically analyzing the opportunities of cross-selling and upselling to boost revenue growth. It can be utilized with ease by B2B and B2C businesses as well. The analysis allows businesses to find untapped opportunities within the existing customer base. This is no short-term game.

Accountability 10

Accountability Upselling B2B B2C 10

Netomi

FEBRUARY 28, 2022

It’s a simple yet effective way to retain customers in a busy world.”. Irit Eizips – Chief Customer Officer & CEO, CSM Practice. “This is a mission I am passionate about and I’m looking forward to helping Udacity’s customers progress along their digital transformation journeys.”

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

SmartKarrot

JUNE 2, 2022

In fact, a customer experience that satisfies customers leads to reduced churn. While B2C brands offer a great customer experience, B2B companies need to meet higher expectations around customer experience. B2B companies score less than 50% in customer experience rates than B2C companies, which score 65-85%.

B2B 10

B2B Customer Experience B2C Banking 10