Intercom, Inc.
MARCH 11, 2021
On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. 3 B2C support trends and lessons learned.
Intercom, Inc.
AUGUST 26, 2020
To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. For enterprises that have more than 3,000 employees, they’re 50% more likely to want to make that transition.
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Gainsight
MARCH 25, 2021
With more enterprises and consumers alike subscribing to cloud-based businesses, the competition and costs to keep users happy have continued to skyrocket. For B2C companies, customer experience centers have seen support calls substantially increase and a need to invest more in CX and Support.
Gainsight
FEBRUARY 4, 2021
David Kellogg, the prolific and profound SaaS CEO who writes Kellblog, recently shared a set of 2021 predictions, which included this gem : Net dollar retention (NDR) becomes the top SaaS metric , driving companies towards consumption-based pricing and expansion-oriented contracts. How to Grow Your NDR. We’ll cover each of the top 6 below.
The Product Coalition
JANUARY 24, 2021
In B2C companies, this often translates into initiatives with a very rough guesstimation of how much ARR will each initiative bring. For example, maybe you want to start selling to larger enterprises. Maybe you want to prove that you can support enterprises, so you want one such happy customer by the end of the year.
Userpilot
FEBRUARY 12, 2021
However, our State of SaaS Product Onboarding study we did in 2020 (2021 report coming soon!) Of the 1000 companies we signed up for to study their onboarding, 73% of B2C companies offered a free or freemium product, and 86% of B2B brands offered a free trial instead of freemium. Why Does Freemium Make More Sense for B2C and SMB-B2B?
ProductPlan
OCTOBER 1, 2020
Of course, the 2020-2021 conference circuit looks very different from a typical cycle — many events have been postponed or gone completely virtual during the pandemic. This conference is dedicated to helping SaaS executives, founders, and entrepreneurs of enterprise software companies ramp up their subscription revenue. SaaStr Annual.
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