eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Choose what matches your organization.

NPS 450

NPS Feedback Net Promoter Score B2C 450

BlueOcean

JULY 12, 2018

That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. 60% of B2B clients are emotionally indifferent toward their suppliers. ”. The post The 3 Hottest Trends Impacting Outsourced Customer Care appeared first on.

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

ECXO

DECEMBER 4, 2024

Subscription-based Model: SaaS companies offer software solutions that are typically delivered over the Internet, allowing customers to subscribe and access these services on a recurring basis. SaaS Companies – SaaS customer success teams often interact with their clients virtually through emails, video calls, or in-app messages.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

eglobalis

AUGUST 13, 2024

The company is also a significant player in the B2B sector, providing solutions in areas like semiconductor manufacturing, display technology, and enterprise IT services. Over the years, Samsung’s rapid response to technological trends and consumer demands has set it apart from competitors.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

ChurnZero

JANUARY 10, 2025

While those consumer innovations may still be a few years away, 2025 is sure to be a year of creativity and change in the B2B technology space, particularly in customer success (CS). And even more specifically, in the sphere of digital customer success. These are noble goals.

Trends 52

Trends Customer Success Net Promoter Score Customer Journeys 52

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. Customer retention statistics: More than 6 in 10 U.S. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Retently

MARCH 11, 2025

They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. being ignored).

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 147

Net Promoter Score B2B Company B2C 147

Daniel Group

JUNE 25, 2024

What’s Next In B2B CX? I wanna spend some time today just talking about where we see CX in the marketplace, how it’s standing with with the clients we’re working with, and some of the trends we see. If you think back, probably the first term you might have heard was customer service. So I hope you like it.

B2B 105

B2B Video Trends Customer Experience 105

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 119

Customer Retention B2B Customer Journeys Loyalty Programs 119

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 106

B2B Customer Journeys Social Media Net Promoter Score 106

InMoment XI

NOVEMBER 26, 2024

Creating a customer journey map is a detailed process that often involves collaboration from multiple departments, so outlining what you hope to learn as a result of the customer journey map will make sure the efforts are well spent. You might have already created these as part of your customer experience strategy.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

MARCH 23, 2025

Marketing your B2B product without first defining your ideal customer profile (ICP) is like shooting in the darkyou may have all the tools you need to hit your target, but that wont help much when you have no idea where it is. An ICP is a detailed description of the best-fit customer from your target audience.

Data 195

Data Touchpoint Effort Score Chatbots 195

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

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

Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . Episode Overview. About Rachael. Assessing The Work To Be Done.

B2B 0

B2B Leadership Data Technology 0

Amity

JUNE 28, 2016

Around the end of each year, something weird happens to B2B marketers: they all tend to drop their usual hats in exchange for a crystal ball and as a result, the marketing world is flooded with posts about what to expect for the next year in trends. Driven by data. If so, what are they?

B2B 51

B2B Trends Customer Success Infographics 51

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. Watch the trends. You want to see a complete view of your customers, what's going on, trends, etc.

System 317

System Effort Score NPS Net Promoter Score 317

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

Trends 98

Trends Industry Customer Service Chatbots 98

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Data Analytics How To 62

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Before we process to discuss the realignment, let us first understand what buyer strategy is all about, specifically with respect to B2B customers. Budgets have run tight, making buyers selective about what they pick.

Strategy 152

Strategy Self Service Customer Journeys B2B 152

CustomerSuccessBox

SEPTEMBER 7, 2021

And in all these -the common thread- Customer Success. Customer Success as a stream has played an important role. So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. 1 Renewed focus on new customer onboarding. via GIPHY. #1 2 CSMs will become even more data-driven.

Customer Success 96

Customer Success Trends Customer Journeys Touchpoint 96

Integrity Solutions

DECEMBER 19, 2018

And more 2019 workplace trends we’re watching. An estimated 73% of millennials workers are now involved in the decision-making process when their companies buy products and services, a statistic that is sure to have consequences for B2B sales teams and sales training approaches. The fight to keep top talent. By Mike Esterday.

Trends 76

Trends Leadership Culture Sales 76

Totango

APRIL 14, 2020

The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. Organizations need to segment customers based on how world events such as COVID-19 affect them. What is B2B Customer Segmentation? Get as Granular as You Need.

B2B 71

B2B Effort Score Metrics Customer Success 71

BlueOcean

SEPTEMBER 23, 2021

With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends. The prior year’s (or quarter’s) volume trends and arrival patterns can, and generally should, inform your projections about what is coming.

Travel 156

Travel Trends Customer Care Retail 156

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business models. In the customer-centered economy, however, retained customers are as good as gold. . How to Increase Customer Retention for B2B Companies .

Customer Retention 65

Customer Retention B2B How To Trends 65

Totango

FEBRUARY 21, 2020

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

Customer Success 83

Customer Success Trends CRM Software 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

Comm100

OCTOBER 16, 2018

Go vertical-specific: Segment your messaging and channels by industry and company type, or by other relevant customer attributes. LinkedIn is huge for B2B companies, while Facebook and Instagram dominate B2C social. Ensure that your customer experience strategy can accommodate the unique needs of your customer base.

Multi-Channel 152

Multi-Channel Customer Experience Customer Journeys Chatbots 152

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. “ How can we do better for our customer? Tactics to Transform and Build Customer Experience.

Leadership 175

Leadership Culture Government B2B 175

SurveySensum

DECEMBER 4, 2024

You don’t want your customers overwhelmed or frustrated. Also, it is essential to consider factors such as response rates, size of the customer base, and customer segments while launching the NPS survey in banks. Gain real-time insights with SurveySensum’s NPS software to drive customer retention and loyalty!

Banking 52

Banking NPS Financial Net Promoter Score 52

Gainsight

NOVEMBER 18, 2019

Over the past few months, I’ve spoken to 50+ customer experience (CX) professionals at business-to-business (B2B) software firms and we’ve been having that feeling a lot. We know that trying the same things again—another journey mapping workshop, launching a new survey, force fitting the latest B2C trend—is not the answer.

B2B 9

B2B Customer Experience Customer Journeys B2C 9

Wootric CX Blog

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. With their permission, we’re sharing some key findings here.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Just as the proverb implies, there is a lot of potential in the assets you already influence.

B2B 63

B2B Strategy Customer Success Customer Centricity 63

SurveySparrow

FEBRUARY 22, 2022

Need some real-world customer segmentation examples to better market and grow your B2B business? The first task a marketer should do, for any kind of business, is customer segmentation. In this article, we’ll cover: B2B customer segmentation definition. Challenges involved in b2b customer segmentation.

B2B 52

B2B Examples B2C Customers 52

Comm100

NOVEMBER 13, 2022

Today’s customer service expectations are sky-high, and companies need to do more. 99% of customers now believe that companies need to improve their service and support. So what ideas for improving customer service are most popular today? Expect to see this trend continue, as there remains much room for growth in this area.

Tools 238

Tools Customer Service Tips Omni-Channel 238

Retently

JULY 16, 2024

Net Promoter Score Volatility and Frustration The benefits of NPS are clear: it provides an easy-to-understand metric that can be tracked over time, helping businesses identify trends and make data-driven decisions. The score itself is highly volatile , causing frustration within the Customer Success department.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148