ECXO

MARCH 6, 2025

If a B2B company prides itself on premium, high-touch service, its CX transformation might emphasize personalized customer success, account management and proactive consulting. Modern VoC platforms can categorize feedback by topic and sentiment, helping CX teams to identify the most frequent pain points across the customer base.

B2B 339

B2B Customer Journeys How To Effort Score 339

Totango

FEBRUARY 11, 2022

This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase. B2B customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Totango

JULY 1, 2022

Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. Finally, we’ll show you how you can leverage customer loyalty to promote B2B referral programs that expand your customer base and increase your revenue. What Is Customer Loyalty?

B2B 114

B2B Loyalty Net Promoter Score B2C 114

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. This volatility can lead to several issues.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 60

Customer Success B2C NPS e-support 60

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Bonus Takeways*.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 84

B2B Engagement Self Service Strategy 84

Retently

APRIL 11, 2023

Moreover, a proactive approach to customer satisfaction, fueled by an ongoing NPS process, will help you foster long-term customer loyalty and leverage advocacy marketing. Regardless of your size or niche, a similar approach will help you pinpoint growth opportunities while maintaining a loyal customer base.

Net Promoter Score 156

Net Promoter Score Survey NPS Customer Satisfaction 156

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Retently

JUNE 28, 2023

Despite being priced higher than many competitors, the brand has built a loyal customer base that love the unique experience and perceived value their products offer, paired with the exceptional service that justifies the price tag.

Customer Satisfaction 135

Customer Satisfaction Net Promoter Score Fashion B2C 135

Gainsight

AUGUST 22, 2019

“Why should my Customer Success (CS) teams think marketing?”. My short answer is that CS must evolve with the customer experience, and the experience is more digital and personal than ever before. B2B might work differently than B2C. Customer Success vs. Customer Marketing. Let me explain why.

Customer Success 20

Customer Success Marketing Touchpoint B2C 20

Customer Guru

AUGUST 21, 2018

Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ChurnZero

JUNE 2, 2021

Lessons learned over the last year from the Customer Success community. If you’re a successful company, you would imagine that overall, your customer base should not only be growing, but they should also be using more products. Even consumer (B2C) operates very differently. Q&A Recap.

B2B 98

B2B Company B2C Survey 98

ChurnZero

JUNE 1, 2022

“If you’re thinking about a product or service, either you’re going to bring [a customer] joy, you’re going to make them money, or you’re going to solve a pain point. With a Customer Success platform, you’re solving a pain where companies don’t even know what’s going on in their customer base.

Marketing 98

Marketing B2C Metrics Technology 98

Gainsight

NOVEMBER 18, 2019

Yet we’re seeing varying results , especially when compared to our business-to-consumer (B2C) counterparts. 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. B2C has decades of refinement and standardization in CX.

B2B 9

B2B Customer Experience Customer Journeys B2C 9

Gainsight

FEBRUARY 4, 2021

Customer Success 2.0 = Net Dollar Retention. In parallel, the Customer Success space has significantly evolved since its early days. Many CS teams started focused on defense – “firefighting,” customer health management, and churn. McKinsey captured the spirit of this in their article on Customer Success 2.0,

Tips 72

Tips Metrics Software B2C 72

Totango

JUNE 4, 2021

However, today’s technology allows you to go much further with personalization by incorporating data about your customer’s profile and behavior. If you have a good 360-degree view of data on your customers and the ability to segment customers based on your data, you can engage clients in highly personalized ways.

Customer Engagement 63

Customer Engagement Engagement Customer Journeys B2C 63

Gainsight

SEPTEMBER 5, 2019

It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work.

B2B 49

B2B Tips Customer Experience B2C 49

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Team Support

JUNE 3, 2020

Other signs include no software integrations (which creates duplicate work), software built for B2C (business-to-consumer) when they are B2B, and no set standards for responding to customers based on issue severity. This is often a clear sign of chaotic support interactions.

B2B 64

B2B Software Self Service B2C 64

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 103

Net Promoter Score How To NPS Customer Journeys 103

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 102

Net Promoter Score How To NPS Customer Journeys 102

Retently

FEBRUARY 27, 2019

Below, we’ve listed 12 proven tactics to increase your average CLV and generate more revenue from your existing customers. When it comes to customer success, onboarding is the process you should spare no effort on in order to ensure sustainable business growth. Use Customer Success Software. Provide 24/7 Support.

Social Media 112

Social Media NPS Omni-Channel Effort Score 112

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 100

Net Promoter Score How To NPS Customer Journeys 100

Lumoa

OCTOBER 31, 2018

Stop organising by function and skill set, start organising by ‘ability to deliver customer success’ create ‘experience teams’ of people with different skills and different core competencies that can manage the entire customer life cycle and reward them together for the achievement of customer success, not completing tasks and activities.”.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Gainsight

NOVEMBER 1, 2022

Thankfully, with today’s sophisticated digital tools like AI and automation, it’s much easier now to scale your customer success and marketing efforts than it was during the last recession. In other words, with digital customer success, we can all easily do more with less. New growth avenues.

B2B 52

B2B B2C Software Customer Success 52

TeamSupport

APRIL 26, 2019

Tying personalization into the previous point, automating certain aspects of the customer experience won’t remove the human touch from customer service. Rather, it will provide service teams with an opportunity to foster more one-to-one connections with their customer base. Understand the customer.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

Magellan Solutions

FEBRUARY 9, 2021

Magellan Solutions provides premium B2C and B2B solutions for market research. . Customer support applies the principles of customer service in helping customers. Also, they function as part sales, part tech support, and part customer success. We have responsive and round-the-clock help to customers.

Social Media 52

Social Media Advertising B2C B2B 52

Influitive

AUGUST 3, 2015

The days of social media being a B2C-only marketing tool are long gone. Grow Your Customer Base. Traditional customer reference programs are self-serving, biased and come way too late in the buying process. Increase social media buzz. Cut Your Reference Program. The worst part is: buyers know it.

B2B 66

B2B Report Social Media Marketing 66

Up Your Service

FEBRUARY 24, 2019

Another session is “Gearing-Up Your Customer Service”. What do you do when your customer base grows faster than expected. It may sound like a nice problem to have, but you got to solve it fast to serve and keep those customers. The Service Cloud Platform can help with tools to support your team.

B2C 40

B2C Travel B2B Report 40

SmartKarrot

JULY 21, 2020

There are basically two categories in which your business would fit – B2B and B2C. While in the B2C category, you would want to target your product to direct consumers. In both the categories you need to ensure that you retain your customers. Hence, customer success has a key role to play in both kinds of businesses.

B2C 10

B2C B2B Customer Success Customer Journeys 10

Magellan Solutions

APRIL 26, 2021

Magellan Solutions provides premium B2C and B2B solutions for market research. . Customer support applies the principles of customer service in helping customers. Also, they function as part sales, part tech support, and part customer success. We have responsive and round-the-clock help to customers.

Social Media 52

Social Media B2C Advertising B2B 52

Gainsight

MARCH 20, 2019

In the health analogy, customers are like patients and Customer Success Managers (CSMs) are like doctors. CSMs do tests and measure signals to diagnose any “diseases” and prescribe the right treatment to reduce risk and improve customer outcomes. This especially true in a high-touch environment.

Data 45

Data Healthcare Measurement NPS 45

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

PeopleMetrics

NOVEMBER 4, 2014

These two beer masters score very highly on what we consider the four most important metrics for customer engagement. In their endeavor to help the brewers in their own homes, the gurus are doing much more than giving advice: they are ensuring their customers’ success. Advocacy: Enable Your Customer Base to Sell For You.

Customer Engagement 54

Customer Engagement Engagement Social Media Customer Centricity 54

LiveChat

JANUARY 3, 2019

When your business grows, your customer base grows too. And one day you might notice that your customer service team is not able to catch up with all incoming inquiries and if you want them to keep up the good work, you need to hire new people. Customer success management in SaaS – LiveChat team strategy.

Case Study 59

Case Study Chatbots Study Tips 59