GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. B2B Businesses need to find a way to move beyond surveys — either through deeper analysis or by bringing more data sources into the mix. Conclusion.

B2B 150

B2B Company Effort Score Multi-Channel 150

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order. So, there you have it.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability.

NPS 100

NPS B2B Software Net Promoter Score 100

Lumoa

JUNE 30, 2022

There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

ijgolding

APRIL 21, 2015

They were the ones who decided what processes their customers had to follow. As such, power in the distribution channel was often held by the supplier, rather than the customer base. In many markets, where the client base was fragmented, the purchasing power of any one single customer was generally very low.

B2B 120

B2B Competitive Advantage Customer relationships Customer Centricity 120

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Leadership Customers 83

Totango

FEBRUARY 12, 2025

Optimize outcomes for diverse customer bases. Why customer health is vital for enterprise growth Enterprise B2B organizations often face a daunting challenge how to maintain strong relationships when managing thousands of customers across multiple verticals, regions, and use cases.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

Gainsight

MARCH 31, 2025

While new customers will always be important, the rising cost of acquisition means organizations are relying on existing customers to drive growth. Specifically for B2B SaaS companies, the average customer acquisition cost (CAC) is 76% higher for new customers than it is for expansion business.

Customer Journeys 52

Customer Journeys Strategy Effort Score B2B 52

Thematic

MARCH 30, 2025

Companies that use AI-driven customer insights don’t simply react faster—they stay ahead of the curve. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 62

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Steve Towers Customer Experience & BPM Visionary, Keynote Author, Board Advisor & Judge.

System 317

System Effort Score NPS Net Promoter Score 317

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That is what customers reward. What is a value chain?

ROI 48

ROI Effort Score B2B Customer Journeys 48

Influitive

AUGUST 3, 2015

In the B2B software world, it’s a buyer’s market. In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer.

B2B 66

B2B Report Social Media Marketing 66

inmoment

AUGUST 10, 2020

If you’re a practitioner who won support for your B2B experience program and have since implemented it across your organization , congratulations! Now comes the hard part: proving results and justifying ROI. Customer Retention & Recovery. Upselling Established Customers. Method #3: Upselling Established Customers.

B2B 52

B2B Measurement ROI Customer Retention 52

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices.

ROI 54

ROI Feedback Survey Financial 54

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Team Support

JUNE 3, 2020

Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? If your support team all too often tells a customer one thing via chat and another via email, it’s time to think about switching. Sit down and prioritize “needs” over “wants.”

B2B 64

B2B Software Self Service B2C 64

Comm100

NOVEMBER 13, 2022

Chat concurrency also allows agents to handle multiple chats at once, allowing agents to keep queues down and begin responding to customers as soon as possible. . The efficiencies of live chat also mean a high return on investment (ROI) for the technology. And ultimately, we would have risked losing customers to competitors.”

Tools 242

Tools Customer Service Tips Omni-Channel 242

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Journeys Customer Experience B2C 52

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods.

Marketing 93

Marketing Social Media B2C Advertising 93

SurveySensum

DECEMBER 4, 2024

By constantly improving the NPS score, banks can ensure strong customer loyalty, leading to customer acquisition and increased revenue. Suggested Read: Understand NPS Impact on Revenue and ROI. You don’t want your customers overwhelmed or frustrated. For example, a score of 30 in B2B cannot necessarily mean a good score.

Banking 52

Banking NPS Financial Net Promoter Score 52

SurveySparrow

APRIL 23, 2023

In this article, we will discuss demand generation vs lead generation – everything you need to know about the difference in B2B marketing. By targeting prospects more likely to become customers, you can allocate your resources more effectively, resulting in a better return on investment (ROI).

B2B 52

B2B Marketing Social Media Advertising 52

Totango

OCTOBER 2, 2020

By considering each stage of the journey as a unique customer experience that comes with its own goals for achieving success, you can generate customer momentum and reduce the time to value — and the sooner customers experience ROI, the sooner they begin to rely on your product. Target Audiences with Accuracy.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

ShepHyken

AUGUST 21, 2023

How to Turn Your Customers Into Fans by Sofya Pogreb (AllBusiness) How, then, can SMBs take these strong connections with customers and translate that into business growth? How can you activate your customer base to be vocal advocates for your business? It’s about building trust and turning customers into lifelong fans.

Hospitality 12

Hospitality Customer Service B2B B2C 12

ProProfs Chat

JANUARY 24, 2020

Let us learn more about the customer, client, customer service advocacy, and the different ways they are changing the dynamics of marketing. Now, let us move ahead and learn more about the term, its benefits, and its reaching effects on your business and customer base. Stats driving Sales.

Marketing 103

Marketing Social Media Policies ROI 103

Amity

SEPTEMBER 25, 2017

Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. In parallel, we created an API Support team, and we launched Customer Success about 1 year and a half ago. As a team, we’re heavily focusing on evolving the product and our practices to grow with the customer base.

Customer Success 0

Customer Success B2C NPS e-support 0

ProProfs Chat

OCTOBER 30, 2021

As for B2B audience, demographics segmentation examples include industry, company size, and job function. A B2B example can be a SaaS brand that offers a marketing platform for small businesses. The simplest type of segmentation, that categorizes your customers based on their physical location. Analyze Existing Customers.

Marketing 95

Marketing Social Media B2B Groups 95

delighted

MARCH 15, 2019

If you’re capturing feedback from the right people, at the right time, through the right channel, you’ll be able to make meaningful improvements to your customer experience that will differentiate you from your competitors and lead to revenue growth. Sample B2B Customer Experience Lifecycle Milestones for Transactional Feedback.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Daniel Group

NOVEMBER 9, 2024

2025 Are you looking to boost referrals and maximize your marketing ROI? Increase Customer Referrals , dives into the powerful impact of focusing on customer retention. Welcome to The Daniel Group’s Latest Edition of Success Strategies : Nov. My latest blog post, Need Another Arrow in Your Marketing Quiver?

Customer Retention 52

Customer Retention Strategy Marketing Conference 52

ClientSuccess

FEBRUARY 8, 2023

GRR : gross renewal rate (GRR) measures the percentage of your customers who renew within a given time frame and can be a good indicator of the level of service your team is providing to customers. If your company is B2B, this could be interpreted as average revenue per logo. Did they achieve these outcomes?

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

CSM Magazine

FEBRUARY 17, 2022

Increasingly, customers’ top priority in receiving customer service is empathy and product knowledge, as well as the ability to talk with someone who has experience with the customer base. We’re crossing over from consumer to B2B-style use of these platforms. About the Authors.

Trends 98

Trends Industry Customer Service Chatbots 98

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. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

OCTOBER 1, 2018

Likely, the promise of CXM ROI has been alluring to executives who have asked for quick wins and near-term gains. Apply customer lifetime value to customer intelligence and you’ll prioritize, motivate and sustain internal engagement in improvement and innovation efforts that your whole customer base will reward.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Survicate

APRIL 25, 2019

Pretty good ROI for such a simple survey! Since the company mostly focused on B2B, they typically assumed that the people who were renting out their servers were other tech companies that needed additional storage. Cardinal Digital Marketing have learnt about the misconceptions their customers had about the company.

Survey 81

Survey Net Promoter Score Effort Score Fashion 81

BirdEye

SEPTEMBER 10, 2024

We’ll also explore the differences between B2B and B2C funnels, the role of social media, and how to avoid common pitfalls. Birdeye’s referral marketing tool encourages satisfied customers to refer new businesses. The emphasis is on creating an engaging experience that quickly moves the customer from awareness to purchase.

Marketing 59

Marketing Social Media B2C B2B 59

Waypoint Group

OCTOBER 17, 2019

ZenGRC is very flexible and integrates with Google Apps and JIRA, with a lightning-fast ROI. Reciprocity is a customer-focused company with CSMs who’ve always done a very good job of getting feedback. According to Paul Piazza, Head of Customer Success, “Our CSMs are really engaged with our customers.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40