TSIA

JANUARY 4, 2018

While most customer-facing organizations tend to stick to their favorite tried-and-true customer satisfaction metrics, the secret to improving survey response rates might just lie outside of these common practices.

Customer Satisfaction 40

Customer Satisfaction B2C B2B Customer Experience 40

The Product Coalition

APRIL 25, 2018

3 years ago I decided it’s time for me to leave my product role in a large B2B software company and start my own B2C startup called Missbeez. I would like to share with you some of the insights of my journey so far and the key differences between leading a B2B product and a B2C one. In a B2C product?—?conversion If you fail?—?you

B2C 60

B2C B2B Feedback Software User Testing 60

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

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

Userpilot

APRIL 30, 2024

Microsoft offers enterprise solutions, productivity suites, and cloud services for both B2B and B2C sectors, emphasizing innovation and efficiency. Oracle ERP provides advanced financial and supply chain optimization, and human resources management for large enterprises in both B2B and B2C sectors. Userpilot ’s integrations.

Analytic Tools 104

Analytic Tools Feedback Software Data Visualization Reporting Tools 104

Userpilot

OCTOBER 15, 2022

B2B customer experience is all of the interactions that a customer has when interacting with a business-to-business (B2B) company. B2B customer experience differs from B2C because it’s rooted in building trust over the long term. B2C sales cycles are shorter so factors like speed are more important.

Customer Experience 98

Customer Experience B2B User Testing Customer Feedback 98

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. The responsibility of customer experience is never up to just one department. Especially if you’re B2C.

Data Visualization 98

Data Visualization Reporting Tools Customer Experience User Testing 98

Amplitude

OCTOBER 8, 2024

Learn about product management KPIs that help you track financial performance, user growth, customer engagement, and customer satisfaction.

B2C 52

B2C B2B Product Management Product Manager 52

Intercom, Inc.

MARCH 28, 2022

Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. Second, expectations are rising for consumer-grade experiences. Read more ?.

Reporting Tools 228

Reporting Tools Customer Communications Data Visualization Research Software 228

Intercom, Inc.

JULY 26, 2022

In the B2B world, customers are referred to as clients, since the buyer-seller relationship is usually more intricate than in the B2C world. Thus, the use of the term client success as opposed to customer success. What is customer success management?

User Friction 129

User Friction Customer Experience Data Visualization B2C 129

Userpilot

APRIL 7, 2023

Their overall satisfaction level with your product. B2B customer insights vs B2C customer insights B2B insights focus on businesses as customers, while B2C insights focus on individuals as customers. What are the different types of B2B customer insights? An example is shown below.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Research Software 98

Userpilot

NOVEMBER 25, 2021

Increase customer loyalty and word of mouth by acting on feedback. Without feedback, you won’t know when users are not happy and couldn’t proactively act on data. Collecting customer satisfaction feedback surveys such as NPS will help you identify promoters and detractors and what’s making them happy or not.

Feedback Software 98

Feedback Software Analytic Tools User Testing Data Visualization 98

Userpilot

DECEMBER 19, 2022

Creating buzz with consumers or even having a product go viral is quite easy in a B2C (business-to-consumer) environment. However, getting the attention of your target customers with B2B marketing strategies is a lot harder. B2B vs. B2C marketing. Apple is the best example of a company with B2B marketing and B2C marketing.

B2B 105

B2B User Testing Research Software Analytic Tools 105

The Product Coalition

JULY 19, 2022

This cohort of users is called ‘High value’ because they bring more revenue to your company or these segment of users are your core users. For some companies, these customers can be B2-B customers, and for some companies, they are B2C.

User Friction 141

User Friction Customer Experience User Testing Customer Feedback 141

The Product Coalition

JANUARY 27, 2024

There’s a clear distinction between technical and business-oriented roles, as well as between those focused on B2C and B2B markets. Customer Success and Support Metrics: Evaluating the resources needed for customer support and success, as these can influence customer satisfaction and retention, thereby impacting CLV.

Feedback Software 145

Feedback Software Analytic Tools Onboarding KPIs B2B 145

Userpilot

SEPTEMBER 28, 2022

In the article, we explore what anticipatory design is, discuss its benefits, identify its elements and look at a few good examples in B2B and B2C products. Anticipatory design focuses on predicting user needs before they even experience them. This improves overall customer satisfaction. How about B2C products?

Data Visualization 98

Data Visualization Feedback Software Customer Experience Customer Feedback 98

Mind the Product

OCTOBER 19, 2016

Firstly, product managers should look to own the success of their products, including the commercial and customer satisfaction performance. Why should product managers be under any more pressure to make sound decisions than finance managers or sales and marketing teams? It’s a question of responsibility:-.

Product Management 122

Product Management Product Manager Technical Review Customer Experience 122

Userpilot

JULY 16, 2021

This can give you valuable insights into product growth and user engagement. In this article, we’ve compiled the key metrics for your SaaS product that help you measure customer satisfaction, user activation, retention, product adoption, and growth. Metrics for SaaS products: Measuring customer satisfaction.

Onboarding KPIs 98

Onboarding KPIs Feedback Software Customer Feedback Data Visualization 98

Userpilot

DECEMBER 21, 2022

Key product metrics to track and optimize include Customer Acquisition Cost, Number of Active Users, Time to Value , Feature Usage Rate , Net Promoter Score , Customer Lifetime Value , Customer Retention Rate , Churn Rate, Customer Satisfaction Score, and Monthly Recurring Revenue. Time to Value. Churn Rate.

Analytic Tools 98

Analytic Tools Onboarding KPIs Data Visualization Embedded Analytics 98

Userpilot

MARCH 21, 2024

The B2B Customer Profile Template captures in-depth insights into business clients, aiding in developing strategies for partnership and revenue growth. The Target Audience Customer Profile Template aids B2C companies in reaching individual buyers. Customer sentiment data analysis in Userpilot. Source: Fit Small Business.

Data Visualization 105

Data Visualization User Testing Customer Experience Customer Feedback 105

Userpilot

NOVEMBER 16, 2022

TLDR; B2B marketing automation involves designing automated workflows that will trigger at the right time to replace manual marketing tasks and retain customers. B2B marketing automation is more complex than B2C since the B2B sales cycle is longer and often involves more than one persona. What is B2B marketing automation?

Feedback Software 98

Feedback Software Analytic Tools B2B Embedded Analytics 98

Userpilot

SEPTEMBER 15, 2023

In this article, we’ll go over some concept testing examples from some of the best B2B and B2C brands to help you get started with your strategy. Concept testing helps to build customer relationships, understand customer needs , and gather market research data to drive decision-making.

User Testing 105

User Testing Feedback Software Product Research Analytic Tools 105

Userpilot

JULY 7, 2024

The best CCM solutions for 2024 include: Userpilot – best in-app customer engagement solution for web apps. UserGuiding – best customer interaction platform for small businesses. Respond.io – best customer communications software for B2C companies. It allows you to create one survey and two checklists.

Customer Communications 105

Customer Communications Analytic Tools Feedback Software Reporting Tools 105

ProductPlan

MARCH 19, 2020

With the proliferation of AI into business it is easy to see applications to B2C and B2B products and services: Google Search / Photos / Translate, Alexa, Amazon Recommendations, Stitch Fix. Explainability : Trust plays a crucial role in customer satisfaction and retention and overall business success. Nest, Tesla Autopilot.

Artificial Inteligence 101

Artificial Inteligence Reporting Tools Software Review Data Visualization 101

The Product Coalition

JANUARY 25, 2021

Here are 11 things you can do to maintain your product momentum with close to zero development budget: Note : Many of the ideas here were written with B2B products in mind, but I’m sure many B2C product managers will find useful stuff in there as well. When there are no new developments occupying the majority of your time?

Product Research 100

Product Research User Testing Customer Experience Reporting Tools 100

Centercode

OCTOBER 28, 2020

This study reinforces Centercode’s role in helping hundreds of companies run highly effective, customer-facing tests that significantly increase product quality and customer satisfaction with less time and capital invested. Centercode’s software solved all these challenges for me.

User Testing 69

User Testing Reporting Tools Feedback Software Research Software 69

Userpilot

JANUARY 9, 2023

We also look at the process of building a product persona, the data you need to collect, and some user persona examples that you can use for your SaaS. Product personas are fictional characters that represent real users. A product persona, on the other hand, is a fictional character inspired by your product users. Interested?

Feedback Software 98

Feedback Software Research Software Analytic Tools User Testing 98

Intercom, Inc.

NOVEMBER 11, 2021

And by focusing on the paths that help people reach those outcomes, you’ll unlock not only higher customer satisfaction but better conversion and retention rates and, ultimately, revenue. Sometimes, all it takes is providing your customers a spatula so they can convert the mix into actual pancakes. Take pancakes, for example.

Customer Experience 254

Customer Experience Onboarding KPIs User Testing Feedback Software 254

Userpilot

SEPTEMBER 10, 2024

Considering analyzing user activity patterns, customer stickiness, navigation paths, etc. By learning from the experiences of your most engaged segments, you can refine your product strategies to boost overall adoption and improve customer satisfaction across market segments. Track segment usage trends with Userpilot.

Research Software 104

Research Software Data Visualization Marketing Customer Experience 104

Mixpanel

OCTOBER 20, 2020

Introducing too many new components to the user experience all at once rarely goes swimmingly from a user satisfaction perspective. Now, let’s dive in. What is a product stack? Your annual tool budget may be blown out of the water, and if results don’t come quickly, you’ll have some unhappy higher-ups to deal with.

Analytic Tools 91

Analytic Tools Data Visualization Onboarding KPIs User Testing 91

Userpilot

MAY 31, 2023

Slack’s empty state helps to show its features and minimize the user’s cognitive load. Airtable uses a simplified sign-up form to collect customer data and avoid overwhelming users with too many questions. The user completes their actions and progresses to the next step without being overwhelmed.

UX 97

UX Customer Experience Data Visualization User Experience 97

Usersnap

MARCH 16, 2023

In this article we’ll be covering: What is a B2B2C business model Who is POM and what they do The challenges POM was facing The value of customer feedback & the appropriate tools to solve issues What Is a B2B2C Business Model? B2B companies that need help marketing their products or services can partner with B2C online shops.

Feedback Software 52

Feedback Software User Testing Customer Feedback Customer Experience 52

Userpilot

AUGUST 30, 2021

Track and understand user behavior across the entire customer lifecycle to identify and remove friction points to reduce churn. Identify opportunities for upsells and cross-sells at targeted users to drive customer account expansion. Fullstory is ideal for B2B and B2C product, support, and engineering teams.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Reporting Tools 98

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.

Customer Experience 49

Customer Experience B2B Customer Feedback User Friction 49

Userpilot

MARCH 24, 2024

11 User flow examples to inspire you to create your own user flows User flow design depends on your needs. For a B2C company like Spotify, they’ll need a music app user flow, an e-commerce payment flow, and so on. The important thing is to understand your users and their needs. Customer support user flow.

Customer Feedback 105

Customer Feedback Data Visualization User Testing Analytic Tools 105

Userpilot

JUNE 10, 2024

Assign a call with a customer success manager Let’s be honest: if you’re targeting small businesses or are in B2C, providing high-touch onboarding and support may not be a viable option because you can’t hire enough people.

Onboarding KPIs 105

Onboarding KPIs User Testing Data Visualization Analytic Tools 105

Centercode

DECEMBER 18, 2019

Centercode, a leading provider of Customer Validation solutions for global B2B and B2C enterprises, has been declared a finalist this week in the international Cloud Computing Awards program, The Cloud Awards. Laguna Hills, CA. The full shortlist is available at the Cloud Awards’ website.

Naming 10

Naming User Testing B2C Customer Satisfaction 10