Understanding the B2B Customer Journey and How It Differs from B2C

Totango

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers.

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B2B vs B2C: How Should Your Sales Team Be Allocated to Maximize Success?

Tomasz Tunguz

If you're starting a SaaS company, should you prefer to sell to B2B or B2C companies? If you were to hazard a guess about the share of B2C vs B2B companies, what would it be? Across all US companies, B2B companies outnumber B2C companies 1.6:1. For every B2C company, there are 1.6

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No more B2B or B2C. Say hello to H2H: Human to Human.

DeepStream

Since the days of yore, our mother-tongue has been primarily derived from two dialects – the B2B or the B2C business model. As marketers, we’ve been trained to speak “business to business” (B2B) or “business to consumer” (B2C). There are 3 flavours – B2B, B2C and H2H.

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Later’s Farhan Virji on adapting B2C support strategies for B2B teams

Inside Intercom

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.

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How Top B2C Brands Embrace Product Led Growth

OpenView Labs

To be successful, B2B businesses need to think like B2C businesses and remember that their end user is an actual thinking, feeling human that expects a quality product and a personalized experience. This strategy is how some of the worlds hottest B2C brands, like Allbirds, Venmo and Bumble, to name a few, have become so successful. We’ve compiled a list of quotes from leaders at some of our favorite B2C brands to highlight why all B2B companies could (and should!)

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What is the Difference Between B2B vs B2C for Paid Social Media?

Neil Patel

While the terms B2B (business-to-business) and B2C (business-to-consumer) marketing may sound similar, they differ vastly in practice, especially when it comes to paid social media. What is B2C Paid Social Media? Conversely, B2C marketing means you’re marketing directly to a consumer.

3 customer retention trends for B2C and B2B companies

BrightBack

B2C, B2B and hybrid companies do things differently. B2B and B2C companies have their own ideas. For B2C and hybrid companies, the market is far broader, so these organizations are focused on improving customer satisfaction through better customer support. It’s a reactive approach; B2C companies are least focused on customer education efforts. The major difference in how B2B and B2C companies execute these kind of offers is timing.

B2C 50

10 Things That Aren’t Obvious About Partnering With Big Companies – Workday Ventures (Video + Transcript)

SaaStr

Blog Posts Fundraising International Expansion Metrics Role / Function SaaStr Events Videos b2b B2C CVCs Leighanne Levensaler saastr saastr annual saastr europa 2019 workday

B2C 138

How EdPlace Uses Chargify To Manage Both B2B & B2C Offerings

Chargify

To be clear, EdPlace isn’t just a B2C business. The company has both a B2C product for parents and a B2B product for private tuition businesses (in the U.S. Whether utilizing the B2C or B2B product, the students’ experience is consistent across both products. Managing both B2B and B2C business models. EdPlace not only faced the pain points all subscription businesses do, but also had the added complications of managing both B2B and B2C product offerings.

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How B2C companies are using live chat to drive sales and offer a personalized customer experience

Inside Intercom

The post How B2C companies are using live chat to drive sales and offer a personalized customer experience appeared first on Inside Intercom. For online businesses, customer experience is king. It can be pretty simple if you listen to what your customers want, which usually boils down to a personalized, quick and low friction experience. Channels like live chat and self-service are highly preferred when it comes to customers getting answers to their questions.

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What is a good SaaS Churn Rate?

Customer Success-Driven Growth

Of course there are several factors to consider here, but in B2B SaaS where we’re looking for customer lifetimes of at least 36 months (and likely spending more than in B2C to acquire customers), this is clearly working against our goals. Is 5% a good monthly SaaS Churn Rate?

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Top Five Highlights From Salesforce Connections 2019

CloudKettle

SaaS Sales and Marketing B2C Datorama GDPR Marketing Marketing automation Online Privacy Salesforce Salesforce Connections Salesforce Marketing CloudThis month the CloudKettle team attended Connections; one of the largest annual Salesforce events. Connections brought. The post Top Five Highlights From Salesforce Connections 2019 appeared first on CloudKettle.

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B2B Payments: How They are Different from B2C and What’s Important

wepay

Business-to-Business (B2B) payments involve a similar transaction process to Business-to-Consumer (B2C) on the technical level in terms of the security and compliance that is necessary to transfer money from one entity to another to complete a transaction. But other aspects are different in terms of those involved compared to B2C payments. The post B2B Payments: How They are Different from B2C and What’s Important appeared first on WePay Blog.

B2C 40

How ready is your business for usage-based billing?

Navint

In the B2C world, companies may be able to navigate this change through fixed fees and an “all-you-can-use” pricing structure.

B2C 52

CLTV: Important. But Not the North Star Metric It Used To Be.

SaaStr

In B2C and high-churn environments, it’s indeed a critical metric. But in SaaS, in the earlier days, we inherited a lot of our lingo and metrics from B2C web services. Q: What is customer lifetime value, and why is it important? It might not be that important.

Campaign Attribution Models

InsightSquared

B2C Marketing. Impulse purchases often play a role in B2C, resulting in a much shorter sales cycle, sometimes only minutes long. B2C marketing needs to reflect this fast-paced sale. B2C marketers often create simple messaging that is easy to digest and positioned in easily accessible places, such as in web banners and emails. Recommended Attribution Models for B2C.

B2C 171

How eCommerce Brands Can Succeed with Influencer Marketing

Nimble - Sales

Ecommerce has evolved from an alternative to brick-and-mortar stores into a competitive landscape for B2B and B2C brands. Want to know an interesting fact? The global eCommerce market size is set to cross the $2 trillion mark in 2020.

B2C 99

Why Getting Prince Harry to Join BetterUp Was Smart

SaaStr

Brands matter in SaaS and B2B as well as B2C. Q: What are your thoughts about Prince Harry’s new job as Chief Impact officer at BetterUp (startup)?

B2C 173

Campaign Attribution Models

InsightSquared

B2C Marketing. Impulse purchases often play a role in B2C, resulting in a much shorter sales cycle, sometimes only minutes long. B2C marketing needs to reflect this fast-paced sale. B2C marketers often create simple messaging that is easy to digest and positioned in easily accessible places, such as in web banners and emails. Recommended Attribution Models for B2C.

B2C 139

The Annual Per-Seat SaaS Contract: Not Quite The Gold Standard It Used To Be

SaaStr

Today’s buyer is as much influenced by Slack, Zoom, and even B2C apps as how someone used to pay for Oracle. Q: Why do SaaS companies bill annually up front? Perhaps they shouldn’t. A lot of SaaS pricing originally comes from classic enterprise software.

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3 Mistakes SaaS Companies Make When Defining Buyer Personas

Cobloom

For a simple product sold B2C, maybe. If you want to sell your SaaS product, you need to understand your buyers. If you want to understand your buyers, you need to develop buyer personas. Simple, right? But for you, a unique software-as-a-service business, selling B2B? Not quite.

B2C 54

One Simple Rule on When to Build a “Custom” Feature

SaaStr

Especially from VCs, B2C folks, and folks that have never sold bigger deals and into the enterprise. Your Top 10 customers will ask for a lot of stuff that seems custom. Basically never seen the Next Top 10 Customers not want to use at least some of those "custom" feature.

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Effective Tips for Generating Free B2B Leads from LinkedIn

Nimble - Sales

While generalized approaches are a norm in Business-to-Consumer (B2C) marketing, it can be disastrous in the B2B arena. Business-to-Business (B2B) marketing relies on you tailoring your efforts depending on your client.

B2C 70

Every Marketing Initiative, Every Channel … Plateaus. Plan for It.

SaaStr

Perhaps this isn’t true as much in B2C. If TikTok really spent ~$1 billion in ads (per Wall Street Journal ) to become a dominant social network, then clearly the limits are high in B2C. Once you hit Initial Traction in SaaS, say that first $1m-$1.5m in ARR, you’ll finally find something that works. One channel, often. E.g., partnerships. Or Facebook ads. Or an app store. Or a specific outbound strategy. Or blogging, or podcasting, or something. Or paid webinars.

Taking a $4B Company from Consumer to B2B with Pluralsight (Video + Transcript)

SaaStr

We all know and could name several successful B2C and B2B companies. We saw the momentum increase, and we were nailing that B2C customer. We saw inside the company this tension between our classroom business and this new B2C digital business, and we knew we had to make a decision.

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7 “Easy” Ways to Increase Sales in One Quarter. Or Even Just One Month.

SaaStr

Pricing is not a science, even in B2C companies. My 7 top tips to increase sales quickly. Hire a great VP of Sales. Yes, I am a broken record here. But I’ve seen it 100+ times.

Sales 242

SaaStr Newsletters Now Reach 200,000+ a Week. A Few Lessons Learned.

SaaStr

Many B2C folks and ecommerce folks don’t care about open rates, they care about conversions. Since Covid hit, Team SaaStr has understandably focused a bit more on our website, podcast, YouTube and other digital assets, along with building out a unique breadth of digital events.

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The risk of reactive customer retention

BrightBack

In our recent webinar on customer retention trends , Brightback CEO Guy Marion and Crazy Egg General Manager Suneet Bhatt talked retention tactics, and how retention strategy looks different for B2B, B2C and hybrid companies. Guy and Suneet discussed the drivers behind B2C and B2B purchases, and why understanding these elements can help improve retention. B2C purchase drivers. The latest Netflix news isn’t about programming.

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3 SaaS Essentials

Saastronauts

There isn’t a definitive feature set that guarantees success, there are however some fundamentals that appeal to both B2B and B2C buyers, regardless of cost and target market. A significant number of elements combine to create a great SaaS solution. Before drilling down into specifics, advanced features and key differentiators it is important your solution. The post 3 SaaS Essentials appeared first on Saastronauts | The Dedicated SaaS Job Site. Product SaaS Strategy

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How Developer Marketing Parallels Consumer Marketing

Tomasz Tunguz

On the surface, B2B and B2C marketing may seem to be worlds apart. Community alienation occurs in B2D companies just as frequently as B2C companies. B2D and B2C marketing share many similarities. As open-source and developer-led companies become increasingly visible, important, and massive, we should draw the parallel between developer marketing and consumer marketing. They are much closer than it might seem. First, developer marketing is influencer and brand-driven.

The Silent, Lurking Churn: Activation Rates Less Than 90%

SaaStr

While B2C can be different, for a B2B app, why should it be less? It took me a little while to see activation rates as literally one of the 3-4 most important metrics in SaaS, but it probably is.

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Don’t Make Anyone “Head of Sales/Marketing/Engineering/Whatever” in SaaS. At Least, Not For Too Long.

SaaStr

In B2C, it may make sense to have a lot of “Heads of This” and “Heads of That” If you have matrix-type teams, and a lot of individual contributors who are hyper-productive. A little while back, I gave a great SaaS Founder CEO a Gift. A real gift.

A Primer on B2B Marketplaces: Challenges and Opportunities

Point Nine Land

Whilst this means that B2B marketplaces may be tougher to build than their B2C counterparts, it should, in theory, result in more engagement and higher retention rates. B2B transactions, by nature, tend to be significantly larger than B2C transactions.

B2B 70

The subscription sales guide: how to sell subscriptions (B2B/B2C)

ProfitWell

We’ll talk through the importance of audience targeting, the kinds of resources that are helpful, and the ways to differentiate between B2C and B2C sales. B2C subscription sales. Both B2C and B2B companies need to understand the market conditions for their industry.

B2C 52

Rajat Bhargava on Giving First for a B2B company

TechStars

How B2C companies can Give First is another question. What Give First does and doesn’t mean for B2C: “In a B2B situation there’s not this monetization of data in the same way as there is on the consumer side. Why does Rajat Bhargava, co-founder and CEO of JumpCloud, keep starting businesses? How does JumpCloud, a B2B company, Give First? What does their 30 years of friendship mean to Rajat and Give First co-host Brad Feld? Listen for answers to these questions—and more. .

B2B 101

Exploring Two Underappreciated MRR Growth Levers

Chart Mogul

When I took my first assignment as a Head of Growth a couple of years ago at a B2C company that I co-founded, I struggled with where to start? New Business MRR is the easiest to answer for as this is usually owned by the Head of Sales or — in a B2C business — the Head of Marketing. .

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15+ of The Top Sales & Marketing Mistakes SaaS Startups Make

SaaStr

Hiring a B2C marketer for SaaS. A little while back we put together some of the top sales & marketing mistakes SaaS companies and founders make, especially in the early days. I thought it would be worth a quick update of the post.

How, When and Why to Launch a Second Product: A Deep Dive with Dharmesh Shah, CTO Hubspot

SaaStr

Outside of B2C, you probably need one. We caught up with one of the SaaStr community’s favorite speakers, Dharmesh Shah CTO and co-founder of Hubspot on lessons learnings launching a second product. Hubspot recently expanded its Sales products and the learnings were top of mind. The A+ session is above but a few top learnings: Expanding Your Product-Line: Overcoming Your Own Success.

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Big Companies Don’t Churn. They Quit You.

SaaStr

“Churn” is a term we all use in SaaS as a core metric, but its roots, as near as I remember and can tell, come from our B2C colleagues.

Churn 273

5 Reasons Why You Should Add a CRM to Microsoft Outlook

Nimble - Sales

Despite the proliferation of social media, email marketing remains one of the most powerful sales and marketing tools for B2B and B2C organizations. Microsoft Outlook is an email category leader, with than 400 million people using Microsoft Outlook to communicate with customers and prospective buyers. But don’t be fooled into thinking that an email client, […]. The post 5 Reasons Why You Should Add a CRM to Microsoft Outlook appeared first on Nimble Blog. CRM Sales

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