Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys. In the SaaS business, however, onboarding has become a very usual practice.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts.

B2B 114

B2B Customer Experience B2C SaaS 114

CSM Magazine

MARCH 28, 2025

Intercom A favorite among SaaS companies, Intercom enables businesses to personalize customer interactions with chatbot support, targeted messaging, and detailed customer profiles 13. Gladly Designed to make conversations feel personal, Gladly organizes customer histories into a single, actionable timeline for better context.

Customer Service 52

Customer Service B2B Chatbots B2C 52

aircall

SEPTEMBER 11, 2017

66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 83% of churned customers insist that better live or in-person customer service would have impacted their decision to switch providers. 85% of customers trust an online review as much as a personal recommendation.

Customer Support 115

Customer Support B2C Upselling B2B 115

CustomerSuccessBox

JULY 9, 2021

Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Mapping customer journeys in SaaS is very crucial to influence every interaction and make it a positive experience so that the customer remembers and is happy to come back. Benefits of customer journeys in SaaS. Escalation.

SaaS 59

SaaS Journey mapping B2C B2B 59

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. In SaaS business, however, onboarding has become a very usual practice.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

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.”. Lazy automations and lack of personalization. Data shows that personalized support is the top priority for consumers.

SaaS 60

SaaS Feedback Surveys B2C 60

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

ShepHyken

OCTOBER 24, 2022

While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. It’s not just for consumables, retailers, and software (SaaS) companies. It’s a great experience for customers and provides predictive recurring revenue.

Customer Service 134

Customer Service B2C B2B SaaS 134

Netomi

APRIL 28, 2022

Also known as “on-demand” software, Software as a Service (SaaS) refers to a licensing and delivery model whereby software is licensed on a subscription basis and hosted centrally. The Evolving SaaS Landscape and The Rising Role of Customer Experience. billion in 2021, it is forecast to reach USD $703.19 billion by 2030.

SaaS 59

SaaS Customer Experience Virtual Agent Chatbots 59

Infinity

APRIL 27, 2022

What are the key differences between B2C and B2B marketing? The key difference between B2C and B2B marketing lies in how the two are perceived, both by businesses and marketers. Too often we get preoccupied with how we should be adapting our communications for B2B and B2C audiences.

Marketing 96

Marketing B2C B2B SaaS 96

JivoChat

FEBRUARY 17, 2022

Developing strategies to learn how to sell SaaS B2B can be challenging. The selling plan can’t be the same as one that is made for the B2C market (business to consumers). . The SaaS (Software as a Service) area also has particularities that need to be taken into consideration. Know Your Target Audience. What size are they?

B2B 52

B2B SaaS B2C Sales 52

Callminer

MAY 11, 2020

Whether you are B2B or B2C, every business is P2P, and connecting on a personal level is what matters most…”. Just assign the perfect person to address the problem and let others work. Something going on in their personal or professional life that they have kept to themselves but is obviously affecting their work.

Management 273

Management Customer Experience Customer Service Coaching 273

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. Embrace Customer Journey.

B2C 150

B2C Feedback B2B SaaS 150

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

Satrix Solutions

MAY 13, 2021

To put the difference in context, decision-making likely feels much more complex and collaborative at work than in your personal life. Despite what you may have read about authoring surveys, each question should be focused on what you truly want to learn, which may mean using industry jargon that B2C surveys typically steer clear from.

B2B 78

B2B Surveys B2C SaaS 78

Nicereply

JULY 13, 2021

A B2C company re-imagining the furniture sales experience by selling furniture online, without showrooms, and making the process of purchase, trial, and return easier. They provide B2B SaaS solutions for brands and manufacturers globally. Loom is a B2B and B2C video software company. Introducing our Experts. Use your Products.

B2B 98

B2B B2C SaaS Technical Support 98

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. Psychographic segmentation is all about customers’ interests and personalities.

Marketing 142

Marketing B2B Advertising B2C 142

Nicereply

NOVEMBER 30, 2021

Customer churn is an unpleasant reality of any business, both B2C and B2B. And last but not least, advancements in technologies, like CRM and customer databases , make it easy to refer back to the history of previous customer interactions with your brand and craft more personalized win-back offers for those who churned.

Surveys 104

Surveys B2C Benchmark Accountability 104

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. Unique industries require precise, accurate, personable care. 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

Answer Dash

MAY 7, 2018

Discerning Eye 75% of users, “have used comparison services for consumer goods, and trusted online reviews as much as personal recommendations,” ( McKinsey ). 32% of B2C CMOs see improving customer experience as a top three objective. 79% of consumers want brands to demonstrate they care before considering a purchase,” ( Wunderman ).

Customer Experience 54

Customer Experience B2C B2B SaaS 54

ChurnZero

JANUARY 28, 2020

This fear cripples your personal and professional potential. For SaaS Customer Success teams whose performance is rated on creating new value to continuously improve customer outcomes, not evolving is not an option. Too often you plateau before you ever peak due to the fear of hearing ‘no.’. It holds you back from achieving your goals.

B2C 64

B2C B2B Customer retention SaaS 64

ChurnZero

OCTOBER 1, 2022

Q: Is there a difference in CSQL growth with B2B and B2C customers? There’s starting to be this sense of maybe we need Customer Success for B2C. My p ersonal professional opi nion is that most B2C companies don’t actually require much in the way of Customer Success unless they’re B2B2C.

B2C 97

B2C Upselling B2B Accountability 97

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. In SaaS business, however, onboarding has become a very usual practice.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

JivoChat

APRIL 6, 2022

B2C - Business to Consumer. Business to consumer, also known as B2C, is the type of ecommerce that sells directly to the end-user. Nike , Glossier , and Amazon are examples of B2C ecommerce websites. It’s fundamental to think strategically and research the market before starting. . 4 Most Common Types of Ecommerce.

B2C 75

B2C B2B SaaS Marketing 75

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) at the forefront of your overall business goals.

Self service 67

Self service B2B SaaS Gamification 67

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. Incorporate Personalization into Automated Messaging. Incorporate Personalization into Automated Messaging. Get Users’ Attention with In-product Messaging.

B2C 63

B2C Upselling Journey mapping B2B 63

Comm100

FEBRUARY 19, 2020

Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. Recommended for you: 3 Ways to do More with Customer Experience Personalization.

B2C 64

B2C B2B Advertising Accountability 64

Natalie Petouhof

JANUARY 19, 2016

MY POV: My overall take away is that Oracle has built / are building the most comprehensive cloud offering – Data as a Service (DaaS), Software as a Service (SaaS), Platform as a Service (PaaS) and Infrastructure as a Service (Iaas). (BTW the Waldorf Astoria has great customer service!!!).

B2B 60

B2B SaaS B2C Advertising 60

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

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

JustCall

FEBRUARY 11, 2022

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. For starters, B2B sales take longer to materialize than B2C sales, especially with multiple stakeholders in a company involved. Inside Sales. Let’s face it.

Sales 52

Sales B2C B2B call center software 52

Lumoa

OCTOBER 30, 2017

Many of them are B2B companies but some of them are B2C companies. I’ve personally done the same mistake. And for many SaaS companies, CLV (or a simplified version of it) is an extremely important metric. Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score.

Metrics 76

Metrics Customer Experience B2C B2B 76

Comm100

NOVEMBER 11, 2015

After you’ve learned your customers’ needs, you need to retain their trust by making offers that are personally relevant. As business-owner Josh Weiss recounted for Inc.com , “I’ve had some SaaS companies email me 20-plus times even though I have never indicated any interest. Are you looking for some quality winter apparel?”.

Upselling 81

Upselling Sales Scripts B2C 81

CSM Magazine

MAY 30, 2016

For example, in B2B customer experience management , there is quite a moderate scale of customers (obviously, not B2C-ish millions and millions), so delegating this mission to sales or account managers won’t seem odd. marketing automation (think customer journey mapping and personalized content marketing). More cost-cutting points?

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

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

CSM Magazine

JUNE 16, 2021

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C. Gal’s Bio.

Enterprise 52

Enterprise B2C B2B SaaS 52