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

Lumoa

FEBRUARY 9, 2023

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

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Vonage

OCTOBER 12, 2015

These tactics work for B2B as well as B2C, although the examples discussed here are based on a retail setting. Put your best foot forward with the customer greeting, whether it be in person or on the phone. Upsell – Once you understand why the customer is purchasing a particular item and why he or she needs it, upsell if appropriate.

Sales 102

Sales Customer Service Upselling B2C 102

ProProfs Blog

SEPTEMBER 28, 2018

But what better way there is other than a website chat software to provide your customers a more humanized and personalized experience possible. The ‘chat’ should be responsive and done in the style, language, and tone of the customer – it should look and ‘feel’ personalized to that individual.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Quality Contact Solutions

AUGUST 20, 2021

Established by the American Institute of Certified Public Accountants (AICPA), the SOC 2 examination is designed for organizations of any size, regardless of industry and scope, by ensuring the personal assets of their potential and existing customers are protected.?SOC

Call Center 98

Call Center Telemarketing B2C outsourcing 98

Lumoa

MARCH 20, 2018

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

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. B2B vs. B2C Customer Service. B2B customer service generally parallels the type of support delivered by businesses to consumers, known as B2C customer service. Refund requests. Social media.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

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. This allows you to deliver personalized success outcomes. Onboarding of new customers.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Is there a difference in CSQL growth with B2B and B2C customers?

B2C 97

B2C Upselling B2B Accountability 97

ProProfs Blog

AUGUST 14, 2020

Monitor Visitors & Personalize Conversations. Having insights into how customers initiated their journey with your brand is a great starting point to personalize conversations. Identify upsell and cross-sell opportunities and help customers navigate those options to arrive at a purchasing decision.

B2B 174

B2B Analytics Education Feedback 174

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. Elements that Drive Customer Success Growth. And if a customer does cancel, find out why.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

Avaya

MAY 28, 2019

In the beginning, you’ll do almost anything for that one person. When first trying to get a customer to do business, a brand will bend over backward to show that person they care. When first trying to get a customer to do business, a brand will bend over backward to show that person they care. The Bottom Line.

Customer Experience 80

Customer Experience B2C Upselling Consulting 80

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

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

CustomerSuccessBox

JULY 9, 2021

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. The levels inside the B2B and B2C customer trips are similar, beginning with lead acquisition and progressing through income to copy business and referrals.

SaaS 59

SaaS Journey mapping B2C B2B 59

TeamSupport

JUNE 22, 2020

In a B2C (business-to-consumer) environment, it is very rare to know your customers since the focus on each interaction is generally on resolving one issue or ticket at a time. Several reasons: Every contact within the client company is an individual person. How well do you really know your customers? Why is this all important?

B2B 64

B2B B2C Upselling Consulting 64

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

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. 3- Enhancing Customer Satisfaction with Personalized, Error-Free Quotes B2B buyers expect accuracy, transparency, and speed.

B2B 40

B2B Sales CRM Finance 40

Comm100

NOVEMBER 2, 2020

The bot can even provide personalized service to the bank’s clients. Chatbots are often associated with B2C verticals, so what is a chatbot’s role in B2B? They can reach out and offer an upsell or a cross-sell. In 2015, Australia-based mobile carrier Tangerine added a B2C offering to its B2B products.

Chatbots 72

Chatbots Customer Service Banking Healthcare 72

ChurnZero

MARCH 31, 2023

It’s slightly higher in the B2C sector at 6.8% In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change. The same personalized touch that wins a customer is required post-sale as well: “It works just the same with your customers after you close them—only more so.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Lumoa

MARCH 20, 2018

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

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

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. Ask typical questions of the sales person.

B2B 49

B2B Inbound sales Upselling B2C 49

TeamSupport

APRIL 26, 2019

Offer personalized services. Personalization is transforming the way that customer service professionals create their strategies. Generalized or blanketed approaches have given way to more targeted, personalized interactions. Both are an invaluable component of the customer experience. Understand the customer.

Customer Service 55

Customer Service B2B B2C Upselling 55

Quality Contact Solutions

FEBRUARY 26, 2021

SOC 2 (System and Organization Controls) examinations were designed by the AICPA to assist organizations of any size, regardless of industry and scope, by ensuring the personal assets of their potential and existing customers are protected. SOC 2 Type II certification is expected to be completed by October 2021.

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

bold360 Blog

NOVEMBER 6, 2018

In a recent Forrester survey, B2C marketing decision makers indicated that 37% of their marketing program budget is spent on new customer acquisition, while in contrast, only 20% of their marketing budget is spent on driving retention of existing customers or upselling to them. She doesn’t know if she can trust you. .

Upselling 209

Upselling B2C Customer retention Marketing 209

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. 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. The B2C sales sector deals with selling products directly to the public. Inside Sales.

Sales 52

Sales B2C B2B call center software 52

airespring

JANUARY 26, 2016

Despite the surging popularity of social media and text messaging, traditional phone interactions are still occurring by the billions when it comes to B2C interactions. Upsell promotions and incentives. Upselling is a great way to fill space. If their problem is not time sensitive, they may email or post to social media.

Upselling 48

Upselling B2C Contact Center Wait times 48

Lumoa

MARCH 12, 2023

These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. With a modern CX platform you can now create more personalized customer experiences across the board, while also streamlining your customer feedback collection. Personalization and targeting capabilities.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

Totango

JULY 18, 2018

Given their role as the primary personal face of the company for most customers, are we expecting enough from Customer Support teams? Digital-first B2C companies such as Amazon, Uber, and Lyft have set the bar high for an intuitive and responsive customer experience. Are we expecting enough from Customer Support?

Customer Support 57

Customer Support B2C Customer retention Upselling 57

Kapta Customer Success

OCTOBER 2, 2017

While this strategy does focus on personalized interactions, customer success managers do not limit their range to only top accounts. The principles can be applied any company that works with large organizational customers, but cannot be applied in B2C industries. Measuring Success.

Accountability 40

Accountability Management B2C Upselling 40

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

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. Ask typical questions of the sales person.

B2B 40

B2B Inbound sales Upselling B2C 40

Natalie Petouhof

APRIL 4, 2016

Their B2B and B2C commerce applications include an Omni-Channel Offering, Product Content Management (also known as Master Data Management or Product Information Management), Order Management , hybris Marketing Conversion , and powerful search and merchandising. What are the benefits?

CRM 40

CRM B2C B2B Marketing 40

Babelforce

JANUARY 28, 2021

If you sell b2b (or high-value b2c) then that means a phone call. Think about the steps in this process: Leads enter your system Tags are added to their profile based on their personal information Those tags guide the next action – like a high-priority outbound contact. And I bet you thought 30 minutes was pretty reasonable?

Contact Center 52

Contact Center CRM Upselling Sales 52

Amity

JUNE 8, 2016

The idea, naturally, is to bring more of a personal touch to their interactions. And, in the end, most customers place far more value on the competency of their vendors than they do on the level of personalization associated with each encounter. I’ve personally never used more than five.

CRM 67

CRM Journey mapping B2C Government 67

JustCall

NOVEMBER 24, 2022

This applies across B2C, B2B, online and offline. Upselling Opportunities. Such insights can then be used to upsell products and services for which the consumer will be ready. What’s more, levels of personalization can be heightened. The Benefits of Guided Selling. Here are the main advantages for companies. Maybelline.

B2B 52

B2B Upselling Sales B2C 52

ProProfs Blog

DECEMBER 28, 2020

It’s even becoming a popular sales tool among both B2C ( 74% ) and B2B (85%) business owners. This way if the operator can identify an opportunity where the visitor is more likely to engage on the basis of the activity on the website, then they can initiate a chat themselves and even personalize the engagement easily.

Chatbots 78

Chatbots Upselling Sales Feedback 78