ProProfs Blog

AUGUST 14, 2020

To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. While user feedback can help you understand the current expectations of your customers, live chat reports would offer insights on prospective buyers and how to conduct future conversations with them (in case they return).

B2B 174

B2B Analytics Education Feedback 174

Totango

JUNE 24, 2022

At the same time, the distinctive nature of SaaS offers unique advantages for customer success management, including the ability to engage customers digitally, the technological means to automate successful results, and opportunities to leverage customer feedback. Expansion of product usage through upgrade, upsell and cross-sell offers.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. 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.

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. Communities furthermore, lower service costs and dramatically affect retention and upsell.

Advertising 98

Advertising SaaS B2C Best practices 98

Totango

JULY 13, 2021

The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. In the future, you may be able to offer them an upsell. Start by implementing a customer feedback program to gather important data and identify unhappy customers.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

Totango

JUNE 4, 2021

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. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback. Reward Customer Loyalty.

B2C 63

B2C Upselling Journey mapping B2B 63

Totango

NOVEMBER 3, 2021

The wording also may vary depending on whether your market is a B2B or B2C niche. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer. Passives and Detractors also offer opportunities for follow-up.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

The wording also may vary depending on whether your market is a B2B or B2C niche. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer. Passives and Detractors also offer opportunities for follow-up.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

The wording also may vary depending on whether your market is a B2B or B2C niche. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer. Passives and Detractors also offer opportunities for follow-up.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

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

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Cincom

FEBRUARY 14, 2025

Without a structured approach, they risk suboptimal recommendations, longer sales cycles, and missed upsell opportunities. 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

Totango

MARCH 26, 2019

The new customer-centered economy favors recurring revenue business models for B2B markets and partial ownership, or subscription models, for B2C ones. In the future, you may be able to offer them an upsell. Start by implementing a customer feedback program to gather important data and identify unhappy customers.

B2C 69

B2C Upselling B2B Education 69

Ann Michaels and Associates

SEPTEMBER 24, 2019

Traditional mystery shopping in the business-to-consumer (B2C) model is pretty straight-forward. This also gives insight into whether your employees are upselling/cross-selling other products or services offered by your company that may be important to the customer. B2B Mystery Shopping To Improve Your Business.

B2B 49

B2B Inbound sales Upselling B2C 49

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

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. 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.

B2C 60

B2C SaaS B2B Accountability 60

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. 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.

Sales 52

Sales B2C B2B call center software 52

ProProfs Blog

DECEMBER 28, 2020

It’s even becoming a popular sales tool among both B2C ( 74% ) and B2B (85%) business owners. Note: Proactive live chat engagement can help you identify opportunities for upsell too. Make sure they are placed on pricing, product pages or for that matter on checkout pages where it’s easy to connect and upsell.

Chatbots 78

Chatbots Upselling Sales Feedback 78

CSM Magazine

MAY 16, 2023

The Voice of Customer (VoC) is an invaluable asset for businesses, providing crucial insights into the needs, preferences, and feedback of customers and prospects. By prioritising customer value and care, customers are more likely to engage in upselling opportunities and even become brand advocates, recommending the company to others.

B2B 52

B2B Customer Support B2C outsourcing 52

Ann Michaels and Associates

JUNE 11, 2018

Traditional mystery shopping in the business-to-consumer (B2C) model is pretty straight-forward. This also gives insight into whether your employees are upselling/cross-selling other products or services offered by your company that may be important to the customer. B2B Mystery Shopping To Improve Your Business.

B2B 40

B2B Inbound sales Upselling B2C 40

Totango

JULY 18, 2018

Digital-first B2C companies such as Amazon, Uber, and Lyft have set the bar high for an intuitive and responsive customer experience. The support agent can view the data needed to spot areas of weakness in the customer relationship, identify possible upsell opportunities, and uncover potential needs for professional services or training.

Customer Support 57

Customer Support B2C Customer retention Upselling 57

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. Accepting all feedback requests would certainly require significant precious time. So, what does it mean?

B2B 62

B2B Feedback B2C Enterprise 62

Babelforce

JANUARY 28, 2021

If you sell b2b (or high-value b2c) then that means a phone call. It’s the feedback from promoters. When promoters provide verbatim feedback, they’re giving you direct insight into customers’ heads. That’s especially value in a sales setting, with upselling opportunities. Care to disagree? Hey, it’s 2021.

Contact Center 52

Contact Center CRM Upselling Sales 52

Amity

MARCH 15, 2018

Account Managers on the other hand focus on upsells, the contractual details of a customer’s experience, and their journey. Regardless of whether you are B2B or B2C, the data you can gather from measuring CSAT is invaluable. Customer Success Managers are responsible for training, onboarding, usage, and continued success.

Management 69

Management Metrics Accountability Surveys 69

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. Upsell and Cross-Sell Frequencies. We track the upsells and the repeat projects that we have with clients. Ticket Volume.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

REVE Chat Blog

NOVEMBER 21, 2019

Enhanced ability to upsell with relevant deals and offers – The sales agents can offer information about the current sale going on, or a discount coupon available for the product they are interested to purchase. It will open the door for upselling. This will help to expand your audience and build stronger relationships with them.

B2B 77

B2B Best practices Sales Chatbots 77

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

Whether it pertains to upcoming customer milestones or perhaps a potential upsell opportunity, great CSMs can identify small actions that can drive business outcomes. 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.

B2B 49

B2B B2C Entertainment Customer advocacy 49

JivoChat

JUNE 15, 2021

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. With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. Used for: Post-purchase upsells. Candy Rack.

Upselling 52

Upselling Analytics Sales Marketing 52

Amity

JANUARY 30, 2019

They are the advocates of your customer base and provide critical feedback on your product, service and industry trends. Do you have cross-sell or upsell opportunities with your product? Or maybe your business model is B2C and an online customer experience strategy with digital experts is best. Account Management / CS Sales.

Education 61

Education Engineering B2C Technical Support 61

JivoChat

APRIL 15, 2021

An estimated 67% of B2C businesses have installed live chat solutions on their website to streamline the customer service experience and capture critical data they can use to enhance their business strategy from all angles. Live chat provides businesses with more upsell and cross-sell opportunities. Collect feedback.

Best practices 52

Best practices Upselling CRM Sales 52

ChurnZero

JULY 12, 2019

The answers are normally quite homogenous in B2C (e.g. Success is linked to renewals, upselling opportunities, account expansion, and advocacy. Provide Feedback and Reward Users. Reinforce positive behavior and provide feedback. Nevertheless, the consideration pool for specific solutions is usually quite limited.

Accountability 75

Accountability Metrics Education Marketing 75

JustCall

NOVEMBER 24, 2022

A B2C or B2B s ales process is never boring. This can offer upsell and cross-sell opportunities or referrals from satisfied customers. Step 8 – Ask for feedback. Asking for feedback is crucial to retaining existing customers and creating future referrals. It is all about less structure and more freedom.

Sales 52

Sales B2B Surveys B2C 52

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. Insights obtained from Customer Analytics tools are used to address a variety of use cases, including acquisition, retention and cross-sell/upsell.

Analytics 51

Analytics Journey mapping Multichannel Government 51

SmartKarrot

AUGUST 10, 2020

B2B customer expectations are seemingly higher than B2C customers’ B2B businesses must rise to meet these growing expectations to remain competitive in their markets. Offering More Channels for Customer Feedback. Collecting customer feedback and requesting their inputs during product development goes a long way.

Customer retention 19

Customer retention B2B B2C Feedback 19

SmartKarrot

JUNE 2, 2022

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%. You can take customer feedback regularly and understand customer sentiment. Mastercard. Bell Canada.

B2B 10

B2B Customer Experience B2C Banking 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

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