ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. Just not by the CSM.”.

Upselling 98

Upselling SaaS Sales Accountability 98

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 72

SaaS B2C B2B Metrics 72

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. In short, companies must balance technology and human-to-human experiences, otherwise, they risk creating the connection that gets customers to want to come back.

Customer Service 135

Customer Service B2C B2B SaaS 135

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

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

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ProProfs Blog

JUNE 3, 2019

Technology has changed communication norms for good. With ongoing technological developments, a new term is born: Globalism. That’s what customer success departments and its technologies are developing every day! If you’re working for a SaaS company like us, customer success is a bit more critical.

B2C 150

B2C Feedback B2B SaaS 150

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

Cincom

APRIL 12, 2021

How do Lean Principles Relate to Digital Technology? But how can it possibly be related to digital, digital being technology-based ? In its simplest form, digital is a binary code made up of ones and zeros—abstract to those of us who have just skimmed the very surface of technology. Let’s take it one step further.

Sales 52

Sales Technology B2C Customer Experience 52

Amity

SEPTEMBER 25, 2017

I knew from the beginning that I loved working with Customers and I loved the entire process whether it was with supply chain or technology which is where I’m at now. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS.

B2C 0

B2C SaaS B2B Accountability 0

AWS Machine Learning

MARCH 4, 2024

This allows LLMs to better handle the topic and sentiment in the earlier example and presents an exciting new technology that can be used to address the challenge. He has 17 years of experience in building and growing technology companies in the smartphone, geolocation, IoT, and open source software space.

Feedback 137

Feedback APIs Engineering Surveys 137

TeamSupport

JANUARY 11, 2019

Running a SaaS (Software-as-a-Service) company is fun. This can only mean one thing: it’s time to build a SaaS customer service team. One feature that is a must-have for any customer service team in the SaaS industry is screen sharing. Start off by utilizing technology and communicate in common terms that are easy to understand.

SaaS 40

SaaS Customer Service Customer Experience B2C 40

ChurnZero

JUNE 1, 2022

Why do we give [CSMs] the worst technology to service them or no technology to service them? That was really a flaw in the way we thought about managing our customers and managing our SaaS businesses.”. If it’s a B2C company, it’s the experience of using the product for the first time. Go get them.

SaaS 52

SaaS Marketing B2C Metrics 52

Global Response

DECEMBER 5, 2022

Providing the best level of B2B CS means having the underlying technology to make all of those human connections appear seamless and instantaneous. When working within the education sector, flexibility is needed to keep up with the direction of institutions and technology (such as moving from physical classrooms to online courses).

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. Technology plays an important role in marketing. How is this helpful?

Marketing 142

Marketing B2B Advertising B2C 142

Amity

FEBRUARY 2, 2016

Reviews have really changed the way we buy in the B2C world, and for B2B, really demonstrating the benefits of your product versus just telling can be a big differentiator in the buyer’s journey. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

SaaS 80

SaaS Education Customer retention Sales 80

Answer Dash

MAY 7, 2018

Current Businesses: Strengths and Struggles A Shift to Cloud and SaaS Solutions “Fifty-six percent of CIOs in Gartner's CIO survey indicate they are adopting cloud as either an option or as part of a "cloud first" approach, while 71% look to SaaS either first or as an option,” ( Gartner ). .

Customer Experience 54

Customer Experience B2C B2B SaaS 54

CSM Magazine

APRIL 30, 2024

Leading software firm, Graphisoft, has been recognised for its transition from a perpetual business model to a cutting-edge Software-as-a-Service (SaaS) model. Our role is to ensure that they have all the necessary tools to facilitate a smooth transition to SaaS,” said Danny Seaborne, Sabio’s Managing Director for the UK and South Africa.

SaaS 52

SaaS B2C Construction Consulting 52

ChurnZero

FEBRUARY 7, 2020

It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention. These are the questions that can onset an existential career crisis. 6 in the U.S. #2 2 in Mexico. #6

SaaS 64

SaaS Transportation B2C Customer retention 64

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

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start!

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Totango

JUNE 4, 2021

We’ll also show you how technology can help you automate your engagement strategy. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Rewards will differ from B2B to B2C customers. Incorporate Personalization into Automated Messaging. Ask for Customer Feedback.

B2C 63

B2C Upselling Journey mapping B2B 63

Interaction Metrics

APRIL 17, 2025

While we are not a software (Saas) company like Qualtrics, were the best alternative in that we already license Qualtrics and other software. Where It Falls Short: Less useful for B2C, limited pricing transparency and integrations. True-Tech: Turnkey Technology You dont need to wrangle tools or manage software.

Surveys 48

Surveys Enterprise B2B Analytics 48

inSided

APRIL 18, 2019

It’s a well-known business model in B2B SaaS and now it’s making headway in other industries too: the ‘freemium’ model. Not only has the freemium model changed the way B2C and B2B technology companies do business, but its very existence has a significant impact on your customer success and support, too.

B2C 40

B2C B2B SaaS Technology 40

Amity

SEPTEMBER 25, 2017

I knew from the beginning that I loved working with Customers and I loved the entire process whether it was with supply chain or technology which is where I’m at now. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS.

B2C 60

B2C SaaS B2B Accountability 60

TeamSupport

JUNE 15, 2020

Please tell us about your role and the team/technology at TeamSupport. We determined the market desperately needed a software solution for customer support at B2B companies so companies could stop having to piece together disparate generic solutions better fitted to business-to-consumer ( B2C ) retail companies.

B2B 64

B2B Self service B2C Customer Support 64

Cincom

FEBRUARY 14, 2025

Maximizing CPQs potential requires more than technology. Align subscription-based or usage-based pricing models with long-term revenue strategies for SaaS or service-driven businesses. Configure, Price, Quote (CPQ) software has become indispensable for streamlining pricing, quote generation, and deal execution.

Best practices 40

Best practices Sales CRM Finance 40

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.

Sales 52

Sales B2C B2B call center software 52

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”. There is more to show & tell.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

Pointillist

MARCH 22, 2018

There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. A SaaS benchmarking survey looked at the customer acquisition costs (CAC) needed to acquire $1 annual contract value (ACV) for new customers compared to upsell to existing customers.

Upselling 71

Upselling Analytics B2B B2C 71

ChurnZero

FEBRUARY 1, 2019

Harnessing decades of experience and impact at MicroStrategy, Guidance Software (now Opentext), and RichRelevance, Amanda delivers true partnership as she works with Lucidworks customers to optimize the impact of technology innovation and accelerates business results. You can find and follow Amanda on LinkedIn. .

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

JustCall

NOVEMBER 23, 2022

Whether you’re running a B2B or B2C business, you need to establish a line of communication with your customers to ensure smooth operations. One of the modern call center manager’s challenges includes navigating advanced technology and understanding its integration to ensure a seamless user experience. Conclusion.

Call Center 52

Call Center Management B2C Chatbots 52

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. It’s an exciting time to be in customer success. 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

JivoChat

FEBRUARY 21, 2022

Let us explore the customers in two business scenarios - B2B and B2C. B2C customers aren’t that different. Let’s take the same examples above to understand B2B and B2C clients. The same is true for B2C clients. In SaaS, the client vs. customer dichotomy is of paramount importance. That’s a B2B customer for you.

B2C 52

B2C B2B Analytics Surveys 52

JustCall

NOVEMBER 24, 2022

Whether you are looking for a B2B software/SaaS sales strategy or a B2B sales plan for physical assets, here are some proven ways to improve its performance: Conduct market research. The first stage of any B2C or B2B digital sales involves market research. However, real-life B2B digital sales is far more convoluted.

B2B 52

B2B Sales B2C SaaS 52

JustCall

DECEMBER 7, 2022

Sales analytics uses technology to arrive at data-driven decisions. The better way to do this is by investing in good B2C and B2B sales analytics software. It is a revenue predictability platform for Saas companies, known for very high integration speed and live forecasting. Best Sales Analytics Software in 2022.

Analytics 52

Analytics Sales CRM Metrics 52