article thumbnail

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack

ECXO

When customers dont feel supported or valued, theyre unlikely to stick aroundeven if your product or service is excellent. Statistic to Consider: Studies show that 89% of consumers have switched to a competitor following a poor customer experience.

Sales 259
article thumbnail

Why Is B2B Marketing Automation Growing So Slowly?

Customer Experience Matrix

Let me start by saying that the 50% revenue increase I’m projecting for B2B marketing automation in 2013 is a very healthy one. For example, LoopFuse reported 42% of respondents had marketing automation in place, a Forrester study reported 45% use among B2B enterprise marketers, and the Lenskold Group found 70% marketing automation usage.*

B2B 106
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

From marketplace to SaaS business: How Udemy acquired 80% of the Fortune 100

Intercom, Inc.

“The shift from serving just consumers to serving consumers and companies is a massive one” For Udemy, investing in a B2B arm seemed too obvious, and too good, an opportunity to ignore. At the helm of Udemy for Business’ customer acquisition machine is their VP of Marketing Yvonne Chen.

B2B 243
article thumbnail

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

The second, a B2B example, involves a major business services firm. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. appeared first on.

B2C 102
article thumbnail

The 23 Keys to Creating Raving Fans Part 1

C3Centricity

I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. During this time, I have seen some great successes and some tragic failures in trying to make customers Raving Fans.

B2C 127
article thumbnail

How to Calculate the Cost of Customer Retention Versus Customer Acquisition

Totango

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Calculating the Cost of Customer Acquisition. To calculate your average CAC, total up all the marketing and sales costs that go into your acquisition efforts for a given period.

article thumbnail

What metrics are the most important for your product?

Intercom, Inc.

In the early days of the analytics team at Intercom, our tracking mostly consisted of typical SaaS company finance metrics , such as the conversion rate of our customers from trial to paid, and monthly recurring revenue. A $99 B2B SaaS app will define engagement very differently to an e-commerce website.