Intercom, Inc.

APRIL 7, 2020

” To find out, we surveyed 400 support managers, directors, and executives across both B2B and B2C and affected industries like media, healthcare, and technology. According to our research, 54% of B2B support teams are seeing increased volume, along with 45% of B2C support teams.

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

Intercom, Inc.

DECEMBER 11, 2018

The post How B2C companies are using live chat to drive sales and offer a personalized customer experience appeared first on Inside Intercom. This enables our support team to tackle higher priority issues like answering questions from potential customers who are ready to buy.

B2C 126

B2C Customer Experience User Testing Product Research 126

Mind the Product

APRIL 19, 2023

As B2B companies build their PLG strategies, they can take lessons from how B2C companies have succeeded. In Pendo’s PLG Teardown web series, the panel of experts take a deep dive into how the app Duolingo has scaled growth so well and why it continues to delight users. Here's what they learned.

B2B 199

B2B Strategy B2C Product launches 199

Product Management Unpacked

JULY 11, 2019

When I started in product management in the mid-1980s, most product managers were hired to work in traditional B2C businesses, which is where the idea of product management originated. Product managers were difficult to hire even when the need for talent was coming more specifically from enterprise and B2C software and technology companies.

Education 217

Education Automotive B2C Product Management 217

Intercom, Inc.

OCTOBER 29, 2019

Indeed, among our customers were B2C companies, small businesses, and large enterprises along with customers in places and industries well beyond Silicon Valley. You can’t find email lists using Job-to-be-Done, but you can find ones for B2C subscription businesses that have a high volume of website traffic.

User Testing 184

User Testing Data Visualization Customer Experience Customer Feedback 184

Userpilot

OCTOBER 26, 2021

What difference does it make if your product is B2B or B2C? We take a look at the North Star Metrics used by Miro, Amplitude, Airtable, Dropbox, and Jira on the B2B side, and Facebook, YouTube, Netflix, Spotify, and Instagram for B2C – and consider the differences between them. B2C North Star Metric example.

B2C 84

B2C Onboarding KPIs Analytic Tools B2B 84

Alchemer Mobile

DECEMBER 9, 2021

Although the buy cycle for a B2C customer varies vastly from a B2B customer, they both have one key thing in common: What people say and feel about you carries more weight than any awesome marketing campaign you put in place. Customer acquisition. How do people discover your brand? What does the buying journey look like?

Customer Experience 264

Customer Experience Customer Feedback User Testing B2C 264

Intercom, Inc.

APRIL 30, 2018

If you were in a B2C scenario here, you wouldn’t walk over and tell them you’ll be in touch later on. This mistake is common in the B2C world and while urgency exists in the B2B world, it’s important when you deal with leads to quickly understand what type of lead they are and what type of response they require.

B2C 214

B2C Research Software User Friction User Testing 214

B2B Product Management

SEPTEMBER 29, 2023

Getting confused between what to do as a B2B Product vs B2C Product manager role? It is important to understand what B2B and B2C products are. And B2C products are products or services that are sold directly to consumers. Here is a brief overview of the key differences between B2B and B2C products.

B2C 52

B2C B2B Reporting Tools User Testing 52

Mind the Product

DECEMBER 15, 2021

Continuing our look at how to be successful in B2B product management, we speak to senior product people to learn what they love about product management in a business-to-business environment, how it differs from B2C, their biggest challenges, and their advice for other B2B product people. [.]

B2B 164

B2B B2C Product Management Product Manager 164

The Product Coalition

OCTOBER 26, 2021

producer, from B2B to B2C A small fresh pasta producer during the pandemic opened a B2C channel (e-commerce) on top of the core business which is B2B. The short lifetime of the product would have killed the B2C market. I have helped them to do it. Also according to our customers.

Research Software 160

Research Software User Testing Feedback Software B2C 160

Intercom, Inc.

DECEMBER 12, 2018

For example, a business that sells their products or services to consumers (B2C) or to businesses (B2B) and use different channels and techniques to acquire customers, and will have varying technology needs as a result. This works as well for a B2B company like Intercom as it does for any B2C company. Stage 2: Engage.

Analytic Tools 223

Analytic Tools Research Software Feedback Software Reporting Tools 223

Product Management University

MAY 24, 2021

This is where B2B and B2C product management completely diverge. As you’re considering new products and enhancements to existing products, the first value test should always be quantifiable impact on the job performance of the users, and the subsequent value to their organization. Tier 2: Department Value.

User Testing 246

User Testing Customer Experience Product Management Product Manager 246

Intercom, Inc.

NOVEMBER 18, 2019

B2C companies were twice as likely as B2B companies to be satisfied with their chatbot investments, perhaps due to the fact that B2C queries are generally more repetitive and less complex than B2B ones. Satisfaction with chatbots varied by sector.

User Testing 42

User Testing Banking Product Research B2C 42

Product Talk

AUGUST 21, 2024

If you work on a B2C product , your customers are the people who buy and use your product. When continuous interviewing: Your customer is whoever uses your product or service or is making the purchase decision. Your outcome will determine who you’ll want to talk to. Tweet This Let’s look at a few common scenarios.

User Friction 263

User Friction Customer Experience User Testing Product Research 263

Lenny Rachitsky

JANUARY 16, 2024

Figma -> FigJam) Hitting more expensive tiers Raising prices Reactivation ARR Reactivated logos Reactivated users Churned ARR Churned logos Contraction ARR Reduced seats/usage Downgrading tiers Stopped using additional products B2C/consumer equations Consumer businesses make a software product for individual consumers. Faire, Pachama).

User Testing 136

User Testing B2C Outbound Feedback Software 136

Product Talk

NOVEMBER 6, 2024

Example 1: A B2C tax software platform One company Teeba interviewed with was a B2C tax software platform. The revenue formula, business outcomes, and product outcomes Teeba mapped out for a B2C tax software platform. A Closer Look at Teeba’s Process for Defining Outcomes What exactly did Teeba do?

Product Research 168

Product Research Research Software Feedback Software User Testing 168

Intercom, Inc.

OCTOBER 1, 2019

But thanks to his experience as a marketing leader in both B2C (in online gaming ) and later in B2B (at AdRoll , where he managed 45 people and a budget of €30 million), Shane had a keen sense of how to continue fueling growth by moving upmarket and differentiating from a crowded marketplace. .

Engineering 177

Engineering Marketing B2C B2B 177

Intercom, Inc.

FEBRUARY 6, 2020

Leveraging data from both the B2C and B2B sides, she examines each market closely before launching a course collection in a new language – using quantitative signals like pipeline growth along with qualitative feedback from sales reps. The patterns Yvonne and the team see on the B2C side often foreshadow behavior on the B2B side. “We

Feedback Software 243

Feedback Software Analytic Tools Research Software Data Visualization 243

The Product Coalition

FEBRUARY 3, 2022

The same approach with a few alterations can be replicated for B2C SaaS products as well. In case of B2C customers it could be a usage related cohort, that is, MAU/ DAU. For B2C, one can send out targeted questions with some personalized incentives to the customers. Revenue Cohort: $10M+, $1M?—?$10M, 10M, $500k?—?$1M…$10k?—?$100k

Data Visualization 160

Data Visualization Customer Feedback User Testing Analytic Tools 160

Intercom, Inc.

NOVEMBER 12, 2020

So while these shifts in consumer behaviors may be expedited by current circumstances, many unexpected industries were already exploring how to adopt B2B strategies for B2C – without losing the personal customer relationships that are at the core of their businesses. Learning from B2B. This time, it’s personal.

B2C 221

B2C Customer Experience B2B Branding 221

Intercom, Inc.

MAY 7, 2019

There are many B2C sectors where nearly 100% of business is driven by search e.g. care homes for the elderly: most of us end up looking for a facility for a loved one in a rush and turn to Google as our first port of call. We do that by having an “SEO-informed” content strategy rather than an “SEO-driven” one.

Marketing 222

Marketing Data Visualization B2C User Testing 222

The Product Bistro

MAY 26, 2016

This is particularly true for B2B, as often in the B2C world, the sheer volume of transactions and analytics that can be extracted and modeled makes the job more straightforward. Understanding the strengths of your offering, and how it relates to the segments of your market allows you to better guide your investment strategy.

Marketing 170

Marketing B2C Data Visualization B2B 170

The Product Coalition

AUGUST 10, 2020

Although we all have users, a B2C product will differ in many traits from a B2B or even a B2B2C product. In a B2C product the data collection is usually much easier, as we have direct interaction with our users and they have connectivity, so we can apply multiple methods of data collection. open tickets and feature requests.

Data Visualization 173

Data Visualization User Testing Analytic Tools B2C 173

Product Talk

OCTOBER 16, 2024

Our case studies cover B2B scenarios, B2C scenarios, even complex B2B2B2C scenarios. It includes 12 real-world case studies where teams share in detail how they automated their recruiting process using one of these strategies. We include web and mobile scenarios.

Product Research 220

Product Research User Testing Customer Feedback Customer Experience 220

UX Planet

NOVEMBER 4, 2024

Comparing B2B vs B2C Application for Designers Continue reading on UX Planet »

B2C 45

B2C B2B Framework UX 45

Usersnap

JULY 1, 2020

We pivoted the data to compare trends of B2B companies versus B2C, highlighting the companies with established CX practices and strategies. The ownership of CX differs in B2B and B2C business models. In B2C, the highest contender is still support at 67%, but the following teams are rather different. Especially if you’re B2C.

Data Visualization 98

Data Visualization Reporting Tools Customer Experience User Testing 98

The Product Coalition

NOVEMBER 14, 2023

We’re a non-profit, but design and technology-wise we operate more with a B2C mindset because our founder comes from the B2C world (he created Shopzilla, which he later sold to become TikTok). I can usually immediately tell if they have an eye for B2C design that matches what I’m looking for. Here’s what I look for: 1.

User Testing 128

User Testing Startups B2C Product Research 128

Intercom, Inc.

NOVEMBER 13, 2018

For a B2C business, the cost of a self-service transaction can be measured in pennies, while the average cost of a live service interaction (phone, email or web chat) totals more than $7. Tip 4: Empower customers to resolve their own holiday issues with self-service. Today’s customers overwhelmingly prefer self-service.

Customer Experience 183

Customer Experience B2C Messaging Engineering 183

Lenny Rachitsky

JANUARY 9, 2024

For inspiration, here are the original ideal customer profiles (ICPs) for top B2B products and, below that, the original target audience for top B2C products (what I call the “super-specific who”). Change your target audience/ICP You may have the perfect solution to a different person’s problem.

B2C 118

B2C Customer Experience User Friction User Testing 118

Intercom, Inc.

NOVEMBER 4, 2020

According to the Harvard Business Review , for a B2C business, the cost of a self-service transaction can be measured in pennies, while the average cost of a live service interaction (phone, email or web chat) totals more than $7. Today’s customers overwhelmingly prefer self-service.

Customer Experience 228

Customer Experience Technical Review Data Visualization Outbound 228

Intercom, Inc.

MAY 2, 2019

However, Bangaly cautions against monetizing your product too soon, especially in the B2C space: “For B2C, definitely start off being free, getting product market fit, figuring out what is the thing that really is the feature, the set of features, the experience that retains people well.

User Testing 184

User Testing Customer Experience B2C Customer Feedback 184

The Product Guy

JULY 18, 2019

Identifying user needs, or customer needs in the B2C environment, is currently a weakness of mine and a skill that is a hallmark of both B2B and B2C product managers. I found, coming from an agency project management background, my strengths lie in prioritization and advocating for the client and user on a scrum team.

Weak Development Team 137

Weak Development Team B2C Customer Experience Advertising 137

Intercom, Inc.

NOVEMBER 18, 2020

To understand the way support leaders are thinking about automation, we worked with an independent market research firm to survey a random sample of 404 customer support leaders across both B2B and B2C industries in several sectors, including retail, healthcare, and technology.

User Testing 223

User Testing Customer Experience Research Software Product Research 223

Intercom, Inc.

JUNE 12, 2018

What is their business type – B2B or B2C? Here’s what some of our customers who are already using this feature have been asking their leads: Which product or plan is the lead interested in? Is their intended use for business or personal? Let Operator save you time by automatically disqualifying bad leads and sending targeted content.

User Testing 174

User Testing Customer Experience Inbound B2C 174

Product Talk

OCTOBER 11, 2023

I agree that B2C apps have more desirability risk than B2B apps, but desirability is still important in the B2B space. I want to connect all of my smart devices in one app, but I run into so many usability issues with the app that it simply doesn’t work for me. This is a usability issue, not a desirability issue.

Feedback Software 305

Feedback Software User Testing Technical Review Product Research 305

Intercom, Inc.

NOVEMBER 11, 2020

Our new report reveals that many companies – across both B2B and B2C – are turning to conversational support to manage high conversation volumes more efficiently and exceed customer expectations. So how exactly are forward-thinking support teams rising to the challenge and thriving in this new era?

Data Visualization 145

Data Visualization Reporting Tools B2C Customer Experience 145