Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. NPS (Net Promoter Score) : Would you recommend us?

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

JANUARY 10, 2023

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . Let’s find out.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Retently

SEPTEMBER 3, 2024

Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience. To make sure that everyone finds our product easy to use, no matter when they start, we rely on CES (Customer Effort Score) Surveys.

B2B 152

B2B NPS Demo Feedback 152

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Kayako

JUNE 16, 2022

The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. For example, reducing customer effort in self-service options and streamlining the live call experience. But what is the Customer Effort Score ?

Effort Score 62

Effort Score Measurement Net Promoter Score Metrics 62

InMoment XI

OCTOBER 9, 2024

For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business. Asking customers for feedback right after they complete a transaction helps you capture raw and honest thoughts on this key touchpoint.

Feedback 195

Feedback Social Media B2C 2024 195

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Retently

DECEMBER 10, 2024

While it is well-known for its Net Promoter Score capabilities, Retently extends its functionality to include a full suite of CX metrics , such as Customer Satisfaction (CSAT) and Customer Effort Score (CES). Pricing: Retently offers tailored plans for Ecommerce and B2B businesses to help manage customer experience data.

2024 78

2024 Multi-Channel NPS Feedback 78

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey? At what touchpoints and milestones should you launch feedback surveys? CSAT Survey. NPS Survey.

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

Waypoint Group

MAY 28, 2015

Unfortunately for B2B companies, getting a boost in sales doesn’t come from a Tonight Show debut or a Colbert Bump, like it would for artists or public figures. If you’re a B2B marketer, you may attempt to make a viral video, or better yet, use a strategic account based approach to engage with prospects. Averages are often misleading.

B2B 56

B2B Management NPS Effort Score 56

InteractionMetrics

APRIL 17, 2025

Best For Enterprise teams (especially in finance or hospitality) that need visibility into the full customer journey and fast insights from multiple touchpoints. Compared to Qualtrics Where It Wins: Stronger at handling unstructured data, easier to launch with pre-built templates, and more focused on real-world customer touchpoints.

E Commerce 40

E Commerce E-support Hospitality NPS 40

Wootric

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. Step 3: NPS’ Secret Third Question.

NPS 69

NPS B2B Net Promoter Score E-support 69

delighted

MARCH 15, 2019

Of the customer experience survey types , net promoter score (NPS) surveys tend to be used as relationship surveys, while customer satisfaction (CSAT) and customer effort score (CES) surveys tend to fall into the transactional bucket. Sample B2B Customer Experience Lifecycle Milestones for Transactional Feedback.

Net Promoter Score 75

Net Promoter Score NPS Touchpoint B2B 75

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. In B2B SaaS (Business-to-Business Software as a Service), the Voice of the Customer Framework is a complete plan that focuses on collecting, analyzing, and responding to what customers say.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. In B2B SaaS (Business-to-Business Software as a Service), the Voice of the Customer Framework is a complete plan that focuses on collecting, analyzing, and responding to what customers say.

B2B 52

B2B Net Promoter Score NPS Feedback 52

Lumoa

APRIL 24, 2018

"NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. The bias inherent within NPS makes the scoring highly subjective. Obtaining a score is less important though. podcasts linkedin twitter Why? "The

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

Zeisler Consulting

AUGUST 14, 2020

Part of this means different types of surveys at different points along the journey depending on what the Customer feels is important at that touchpoint. That’s a good candidate for Customer Effort Score (CES). That’s natural, and you should allow for different surveys to ask different questions along the way.

Net Promoter Score 93

Net Promoter Score NPS Effort Score Customers 93

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. This connection is a critical factor in driving customer retention and net promoter score improvements over time. What is customer experience?

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

delighted

JULY 19, 2019

Companies most commonly turn to metrics such as Customer Satisfaction Score (CSAT) and Customer Effort Score (CES) to accomplish this, relying on customer surveying to collect customer satisfaction feedback and calculate these scores. What a customer journey map does is plot out each of these interactions as a touchpoint.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

ShepHyken

OCTOBER 6, 2022

Gartner provides various statistics showing that reducing customer effort can greatly impact customer retention and even reduce costs. In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions.

Effort Score 74

Effort Score Customer Journey Mapping Touchpoint Customer Relationships 74

eglobalis

DECEMBER 17, 2024

Instead, dynamic alternatives such as Customer Effort Score (CES) , real-time sentiment analysis, and advanced AI-powered analytics offer deeper insights into customer behaviours. As customer expectations in B2B rise, AI will serve as a critical enabler of personalized, high-touch experiences that drive business partnerships forward.

2025 347

2025 Net Promoter Score B2B Multi-Channel 347

delighted

NOVEMBER 2, 2021

Buyer personas are an important part of customer journey mapping , as they help you to determine how a certain type of person might travel through your customer experience touchpoints. TIP: Remember that though B2C customers might be easy to translate into a buyer persona, your B2B clients might not be.

Net Promoter Score 86

Net Promoter Score Customer Journey Mapping Customer Journey NPS 86

Wootric

AUGUST 31, 2020

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. . Net Promoter Score (NPS). Customer Effort Score (CES). Determine how, technically, to monitor sentiment at critical touchpoints. Salesforce, Hubspot.

Management 52

Management Touchpoint Net Promoter Score Customer Journey 52

SurveySparrow

JULY 26, 2023

Every touchpoint a customer has with your business, be it navigating your website, making an in-store purchase, using your product, or calling your customer service hotline, forms part of the CX. Key metrics include customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).

Customer Success 52

Customer Success Customer Experience Net Promoter Score Touchpoint 52

Wootric

MARCH 18, 2021

Many people at the Growth Stage have already identified critical touchpoints in the customer journey that drive success, including: Achieving first value. The Listen step focuses on asking the right questions at these touchpoints to help you optimize your CX. During the Early Stage, you offered up the Net Promoter Score survey.

Net Promoter Score 52

Net Promoter Score E Commerce E-support NPS 52

Wootric

MAY 12, 2020

For evidence, they point to DocuSign, Slack, Zoom — end user adoption propelled these B2B SaaS juggernauts to IPO. . You’re investing in NPS for more than a score. Openview Partners, proponents of product led growth, argue that to build a successful SaaS today, you must solve end user pain. You’d be crazy not to.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

Think Customers

JULY 25, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. However, in B2B settings, characterized by complex decision-making and long-term relationships, NPS often falls short.

Metrics 40

Metrics Feedback NPS Net Promoter Score 40

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. The customer satisfaction questions you ask vary depending on the touchpoint you’d like to improve. say the same.”. Surveying employees is important too.

Feedback 55

Feedback Net Promoter Score NPS 2014 55

Retently

FEBRUARY 9, 2024

One way to assess this is through the Customer Effort Score , which measures how easily customers can resolve their issues. Businesses can uncover invaluable insights to refine their offerings and fortify customer retention by delving into specific areas and gauging feedback across various touchpoints.

Feedback 93

Feedback Net Promoter Score Customer Satisfaction Loyalty 93

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. They include NPS, Customer Effort Score (CES), Customer Satisfaction (CSAT) , churn reasons, as well as product-based and other open-ended feedback. What the heck do those mean? as a starting point.

Customer Success 52

Customer Success Roadmap Net Promoter Score Touchpoint 52

SurveySensum

JULY 2, 2024

A well-designed customer feedback tool should ideally allow you to create Net Promoter Score Surveys Customer Satisfaction Survey Customer Effort Score Survey Additionally, the tool should also have features like text and sentiment analysis, omnichannel feedback, great support, and so on.

Feedback 52

Feedback 2024 Multi-Channel NPS 52

Confirmit

DECEMBER 5, 2018

Think of how many apps get purchased, downloaded but never actually used… For B2B organizations, this can represent millions in revenue that’s about to go out the window – because they’ve not checked how their products are used, and if they deliver the value their customers expected. SaaS software vendors).

Customer Success 40

Customer Success Definition Touchpoint Metrics 40

delighted

MAY 31, 2019

The Customer Effort Score survey , or CES survey, is a great example of a rating scale survey. Both questions can be modified to evaluate customer sentiment about specific customer touchpoints. For B2B companies, firmographic questions are more common. Rating scale example questions.

Net Promoter Score 47

Net Promoter Score NPS Feedback Advertising 47

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. Customer Effort Score (CES) gauges the ease of customer interactions, emphasizing the importance of reducing customer effort to enhance satisfaction and loyalty. Eglobalis, [link]. Forbes, [link].

NPS 445

NPS Net Promoter Score Metrics 2025 445

delighted

MAY 31, 2019

The Customer Effort Score survey , or CES survey, is a great example of a rating scale survey. Both questions can be modified to evaluate customer sentiment about specific customer touchpoints. For B2B companies, firmographic questions are more common. Rating scale example questions.

Net Promoter Score 43

Net Promoter Score NPS Feedback Advertising 43