Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. B2B vs. B2C Customer Service. What is B2B Customer Service? Lost passwords.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. As modern consumers continue to shop anywhere and anytime, seamless omnichannel CX across various devices and touchpoints is a must for SaaS.

SaaS 60

SaaS Feedback Surveys B2C 60

ProProfs Blog

JUNE 3, 2019

If you’re working for a SaaS company like us, customer success is a bit more critical. No matter whether you’re B2B or B2C, there is one important insight that every customer-facing specialist should know: customers don’t buy products, they buy experiences. Collect Feedback. Embrace Customer Journey.

B2C 150

B2C Feedback B2B SaaS 150

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. B2B companies, needing to catch up with B2C, have started offering similar experiences, but in a slightly different way.

Sales 99

Sales Technology B2C Customer Experience 99

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. The team has evolved quite a bit since I started here.

B2C 0

B2C SaaS B2B Accountability 0

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. B2Bs in the SaaS space today strive for agile growth. Super-charging Customer Acquisition.

Advertising 98

Advertising SaaS B2C Best practices 98

Satrix Solutions

MAY 13, 2021

B2B companies that survey their customers have a unique advantage compared to B2C companies because they can leverage a rich database of customer information and relationships, whereas B2C companies may have hundreds of thousands or millions of customers that they don’t know personally. Go beyond multiple-choice questions.

B2B 78

B2B Surveys B2C SaaS 78

Nicereply

NOVEMBER 30, 2021

Customer churn is an unpleasant reality of any business, both B2C and B2B. That can easily be done by asking for customer feedback through surveys. E.g., SaaS customers who left due to price can be offered a special discount or access to a product’s premium features. Reach out to customers before they churn.

Surveys 104

Surveys B2C Benchmark Accountability 104

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK! So let’s start!

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Global Response

DECEMBER 5, 2022

B2B CS means an expansive understanding of everything from software as a service (Saas) to marketing and inventory/warehousing to e-commerce. B2B Customer Service vs. B2C Customer Service There are distinct differences between business-to-business and business-to-consumer customer service.

B2B 62

B2B Customer Service B2C Multichannel 62

ProProfs Blog

OCTOBER 30, 2021

The above examples are more helpful in understanding B2C audiences. A B2B example can be a SaaS brand that offers a marketing platform for small businesses. A B2C example can be a customer who has purchased a couple of cakes from your bakery store. How is this helpful? There are certain ways to do this.

Marketing 142

Marketing B2B Advertising B2C 142

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. The team has evolved quite a bit since I started here.

B2C 60

B2C SaaS B2B Accountability 60

Totango

JUNE 4, 2021

Rewards will differ from B2B to B2C customers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal. Ask for Customer Feedback. Asking for feedback is a simple yet effective way to boost engagement.

B2C 63

B2C Upselling Journey mapping B2B 63

BlueOcean

OCTOBER 4, 2021

For one of our clients in the SaaS space, frontline folks are incented on annual targets related to renewal. For some of our B2C projects, the pandemic caused volumes to spike at astronomical rates, hundreds of percent higher than previous records or forecasts. Providing Agent Feedback.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. B2B companies, needing to catch up with B2C, have started offering similar experiences, but in a slightly different way.

Sales 52

Sales Technology B2C Customer Experience 52

JustCall

FEBRUARY 11, 2022

Overseeing sales performance, identifying gaps and providing feedback for improvement. B2B, B2C and Inside Sales Job: How to Make Your Choice. So, before you make a choice between B2B, B2C, and Inside sales jobs, let’s get a quick overview of each: B2B Sales. Tracking sales metrics and KPIs to measure performance and ROI.

Sales 52

Sales B2C B2B call center software 52

Lumoa

MARCH 12, 2023

But customer feedback and insights are often the least accessible information in a business. Companies rarely have processes in place to regularly collect feedback. Feedback from all of these sources is gathered in one place. Lumoa’s customer experience platform helps you get from raw feedback to meaningful insights.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

BlueOcean

OCTOBER 4, 2021

For one of our clients in the SaaS space, frontline folks are incented on annual targets related to renewal. For some of our B2C projects, the pandemic caused volumes to spike at astronomical rates, hundreds of percent higher than previous records or forecasts. Providing Agent Feedback.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

CustomerSuccessBox

SEPTEMBER 30, 2021

Especially customers who are paying $10K- 100K ACV(Average Contract value) per year, given the challenges of the underlying problem your SaaS is solving for them. Unlike a regular business where new sales are necessary to keep the revenue coming in, a B2B SaaS business runs on the “subscription model”. Why attend. Key Takeaways.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

Cincom

FEBRUARY 14, 2025

Align subscription-based or usage-based pricing models with long-term revenue strategies for SaaS or service-driven businesses. Enhance Customer Experience with Personalization Expectations are evolving; buyers expect the same level of personalization and responsiveness as in B2C transactions.

Best practices 40

Best practices Sales CRM Finance 40

Nicereply

MARCH 19, 2019

There are an increasing number of tools in the market that can measure your customer activities on a SaaS platform. These things are no less useful in the B2B or B2C world. Take advantage of user feedback and analytics to discover parts of your product where you can save the user time and frustration. Error Message Guidance.

Customer Experience 83

Customer Experience Analytics Customer centricity B2C 83

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. On the other hand, economic headwinds continue to constrain CS budgets and headcounts.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time.

Management 52

Management CRM Customer retention Self service 52

ChurnZero

JUNE 28, 2019

The same can be said when it comes to the complex nature of many B2B SaaS products. Whether sharing a potential product application or an alternative feature use with a customer, not all of your feedback will be considered a slam dunk by your customers. When reeling from a mistake, remember to step back and look at the whole picture.

B2B 49

B2B B2C Entertainment Customer advocacy 49

JivoChat

MARCH 20, 2022

B2C, B2B, SaaS (software as a service), physical products, services? Try to learn more about the customer experiences on your website, ask them to fill out a form giving their opinion, pay attention to the feedback, and show that you care about their opinion. . Decide the Niche You want to Invest In.

Marketing 75

Marketing Sales B2C B2B 75

JustCall

APRIL 13, 2020

” This will depend on whom you’re selling to (B2C to enterprise), and what you’re selling. Ask your clients to share feedback and testimonials for your product. Ask them for permission to share their feedback. Video testimonials can be particularly impactful. Take referrals from loyal customers.

Sales 98

Sales CRM Chatbots Analytics 98

PeopleMetrics

JANUARY 31, 2025

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. Feedback is usually direct, formal, and privatetheres usually no flood of online reviews. That hasnt changed.

B2C 98

B2C B2B Airlines Surveys 98

Connecting the Dots

APRIL 3, 2024

when customers change, upgrade, or acquire new offerings; when customers are inherited as part of a merger or acquisition; when customer turnover at a B2B complex results in new users or buyers; when voice of the customer feedback suggests that selected aspects of the experience are creating unusually high levels of complaints).

Education 62

Education B2B Sales Surveys 62

JivoChat

AUGUST 24, 2021

For example, you may receive negative feedback because of pricing or something out of your hands, like an unreasonable request to change something. Simply move on to other feedback that is actionable. In general terms, we tend to look at two main areas: revenue and customer feedback. Don’t take this personally.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

SmartKarrot

AUGUST 10, 2021

It is especially true of SaaS products – where the value in an intangible implication that adoption could lead to better practices and revenue growth. That’s why behavior analytics forms the core function for SaaS. Especially if you are into SaaS, behavior analytics has the potential to make or break your business.

SaaS 10

SaaS Analytics B2C Best practices 10

SmartKarrot

MAY 27, 2020

Customer churn is one of the biggest woes of SaaS companies. But when the SaaS customer cancel subscription before the customer acquisition cost is recovered, it becomes a point of concern. If it is a B2C then you would expect a higher volume of downloads along with a high churn rate. Fail to get ROI. Conclusion.

SaaS 10

SaaS B2C Customer retention Consulting 10

SmartKarrot

JUNE 2, 2022

Customer experience is crucial for any B2B SaaS business. Any B2B SaaS business must keep the customers with the business with a good customer experience. While B2C brands offer a great customer experience, B2B companies need to meet higher expectations around customer experience. 8 Inspiring B2B Customer Experience Examples.

B2B 10

B2B Customer Experience B2C Banking 10

SmartKarrot

MARCH 17, 2022

While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. As compared to the B2C customer loyalty platform, B2B loyalty programs are restrictive about who can participate. Taking feedback from customers about the loyalty programs will also go a long way.

Best practices 10

Best practices B2B B2C SaaS 10

SmartKarrot

MARCH 9, 2022

In recent times, there has been a growing emphasis on adopting a product-led approach, especially in the Software-as-a-Service (SaaS) market. Slack never advertised itself via blogs or YouTube ads, rather, the SaaS product was made available for free so users would understand it themselves. Like what you are reading? contact-form-7].

Sales 10

Sales B2C SaaS Education 10

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. SaaS companies like Zoom, Netflix, and Slack offer a great product experience. Best for: The PLG approach is best suited for B2B and B2C companies that are product-based. There has been a shift in how businesses work and run. Customer-led Growth.

Sales 10

Sales Marketing SaaS Customer retention 10

SmartKarrot

OCTOBER 19, 2020

If you are running a SaaS business, then it is paramount that you know your customers really well. They share this information on various channels, e.g. in your website, mobile apps, feedback, surveys, social media, etc. This information is helpful in both B2C or B2B scenarios. Yet, there are few ways you can quantify this data.

Management 10

Management SaaS B2C Feedback 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. Use Employee Feedback to Drive Improvements.

Enterprise 11

Enterprise Customer Experience B2B SaaS 11