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.

B2C 118

B2C B2B Scale Strategy 118

User Pilot

OCTOBER 19, 2024

Set up in-app surveys to capture feedback at crucial moments, such as during onboarding or after specific feature usage. 11 Retently for both B2C and B2B companies with predictive survey analytics Retently survey builder. Segment your audience by criteria like customer lifecycle stage, product usage, or subscription plans.

Software Review 105

Software Review Technical Review Software B2C 105

User Pilot

OCTOBER 26, 2021

What difference does it make if your product is B2B or B2C? We take a look at the North Star Metrics used by Miro, Amplitude, Airtable, Dropbox, and Jira on the B2B side, and Facebook, YouTube, Netflix, Spotify, and Instagram for B2C – and consider the differences between them. B2C North Star Metric example.

B2C 98

B2C Metrics B2B Retention 98

Frontegg

MARCH 10, 2022

SaaS applications need to be powered with strong onboarding experiences and multiple self-served features, but billing and subscription models are key when it comes to establishing a sustainable growth trajectory. Let’s get familiar with the top SaaS billing and subscription models you can use today for your application.

Payment Features 98

Payment Features Subscription SaaS Technical Review 98

User Pilot

APRIL 30, 2024

Appcues enhances user onboarding, adoption , and retention with targeted walkthroughs, in-app messaging, and feature adoption tools. Quickbooks and Xero are accounting SaaS products that help you send invoices, track expenses, and process payroll. HubSpot HubSpot is a comprehensive CRM SaaS company designed for B2B and B2C industries.

SaaS Payments 104

SaaS Payments Payment Methods Payment Services Payment Solutions 104

Stax

FEBRUARY 28, 2024

Here’s an interesting stat: 70% of businesses consider subscription and membership models indispensable for future commercial growth and expansion. They must engineer a well-rounded solution that makes handling subscriptions a breeze (and yes, it is as hard as it sounds). However, only 10% of them currently employ these models.

Payments 88

Payments SaaS Payments Payment Services Merchant Services 88

User Pilot

JUNE 10, 2024

Researching customer onboarding strategies for your SaaS product? The article shares 17 tried-and-tested customer onboarding tactics that will help you build delightful user experiences and drive product growth. Create a welcome series of in-app and email messages to greet users and kick off onboarding. Ready to dive in?

Onboarding 105

Onboarding Strategy Social Media Churn 105

Intercom, Inc.

NOVEMBER 11, 2021

For Samuel Hulick , a UX consultant and one of the biggest authorities out there on user onboarding, that means thinking less about the product itself and more about how to get users the results they’re after. We had them on the podcast way back in 2016, and they’ve even been a guest contributor to our book Intercom on Onboarding.

Onboarding 254

Onboarding Sales Hiring Sales Recruiting Underperforming Technical Team 254

Intercom, Inc.

NOVEMBER 7, 2019

Here are five quick takeaways: The founders of Spendesk noticed that, while the B2C space was innovating with peer-to-peer quickpay options, nothing like that existed in the B2B space (which often lags a few years behind the consumer market). How can you position your experience around onboarding, around enjoying your product?

Scale 162

Scale Payment Methods Payment Solutions Marketing 162

BrightBack

JUNE 13, 2019

B2C, B2B and hybrid companies do things differently. B2B and B2C companies have their own ideas. B2B companies are focused mainly on educating customers to facilitate usage and onboarding new customers effectively. It’s a reactive approach; B2C companies are least focused on customer education efforts.

B2C 56

B2C B2B Retention Trends 56

Neil Patel

MARCH 2, 2021

To help, I’ve broken this list into B2C and B2B review sites, depending on your target buyers. Let’s start with B2C. B2C Review Sites. B2C” businesses sell goods and services directly to consumers. If you’re a B2C business, opt for popular, high-traffic review sites to maximize your exposure. Citysearch.

Software Review 136

Software Review Technical Review Scale Merchant Services 136

FastSpring

APRIL 1, 2021

It provides insights into product functionality and onboarding. Or maybe the onboarding process is too complicated. Inefficient or broken onboarding experience. A B2B company offering a freemium product will have a very different conversion rate than a B2C company offering an opt-out free trial.

Payment Solutions 138

Payment Solutions SaaS Payments Payment Methods Strategy 138

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. Onboarding of new customers. Renewal of product subscription. Adoption of product features.

Customer Success 109

Customer Success SaaS Technical Review B2C 109

FastSpring

APRIL 26, 2022

Last week, I canceled an annual SaaS subscription (I had three weeks left until renewal). Interestingly, even though I paid for a year-long subscription, the company didn’t let me keep the last three weeks of access to its premium features. This action will immediately downgrade your subscription.

Benchmarks 147

Benchmarks Churn Payments SaaS Payments 147

FastSpring

DECEMBER 18, 2020

According to Statista, B2B sales are now 6X larger than the business-to-consumer (B2C) market. In some ways, the move from B2B sales happening offline to online mirrors other trends we see in the B2C market. The buying journey for B2B sales is still longer than a B2C transaction.

Payment Methods 148

Payment Methods B2B Outsourcing Services Payment Services 148

Totango

JULY 13, 2021

The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. Never give a customer who’s missed a payment downgraded service, as they may not notice they have lost functionality or may even learn to do without it.

Customer Success 107

Customer Success Payment Methods Payments Payment Services 107

User Pilot

APRIL 29, 2021

A product without customer onboarding software is a lot like attending a dinner party where you don’t know anyone and haven’t been welcomed in. A majority of consumers experience that same lack of introduction during SaaS onboarding. Customer onboarding is really a synonym for customer education. What is customer onboarding?

Software Review 52

Software Review Onboarding Software SaaS 52

FastSpring

SEPTEMBER 16, 2022

If you’re not sure if FastSpring is the right payment system and merchant of record (MOR) for your B2C and/or B2B SaaS company, we want to know what questions and concerns you have so we can take that into consideration as we continue building out our features and products. About FastSpring.

SaaS Payments 148

SaaS Payments Payment Solutions Merchant Services Software Review 148

Chargify

MARCH 6, 2018

Throughout the series, we highlight Chargify merchants and the lessons learned as they grow their subscription-based businesses. 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. Managing both B2B and B2C business models.

B2C 40

B2C Merchant Services B2B Payment Methods 40

Incredo

NOVEMBER 21, 2019

In its turn, SaaS company is responsible for optimizing conversions and successful onboarding so the visitor becomes a paying customer. Process is simple but would we write about it if everything was that easy? If your landing page isn’t converting, you don’t onboard your users with the right methods, that’s your fault.

SaaS Payments 139

SaaS Payments Payment Methods Merchant Services Sales Recruiting 139

User Pilot

SEPTEMBER 15, 2024

You can use it to trigger onboarding flows or surveys automatically. And only one subscription fee to pay. Talking about subscriptions, Userpilot has a more transparent and competitive pricing structure than other tools. Other tools, catering to B2C or e-commerce businesses, allow you to segment only individual users.

User Experience 111

User Experience B2C Data Pricing 111

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. The answers are normally quite homogenous in B2C (e.g. The Role of Onboarding.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Software installation and onboarding issues. B2B vs. B2C Customer Service. B2B customer service generally parallels the type of support delivered by businesses to consumers, known as B2C customer service.

B2B 98

B2B Customer Success Technical Review B2C 98

User Pilot

MAY 30, 2024

Test the possible Aha moments in your onboarding flows. Use onboarding checklists to guide users to the Aha moments. To learn how Userpilot analytics , feedback, and onboarding features can help you find the Aha moment and drive product adoption, book the demo! Onboarding checklist built in Userpilot.

AI Search 105

AI Search Onboarding User Experience B2C 105

BrightBack

JULY 22, 2019

Subscription businesses of every size and industry are vying for customers with a lot of options at their fingertips and increasingly savvy tastes. Guy and Suneet discussed the drivers behind B2C and B2B purchases, and why understanding these elements can help improve retention. B2C purchase drivers.

Retention 66

Retention B2C B2B Education 66

Frontegg

APRIL 21, 2022

With SaaS businesses becoming increasingly complex with subscription tiers and feature-based pricing, the number of use cases is constantly growing. Onboarding new users can create a lot of friction and maintenance can become increasingly cumbersome (and error-prone) with ACLs as the business scales up.

B2C 111

B2C compliance Finance Business Model 111

OPEXEngine

AUGUST 17, 2021

With the explosive growth of the SaaS business model impacting businesses worldwide, many are navigating SaaS financial operations and subscription management for the first time. When you move away from spreadsheets to a subscription management platform, make sure it is tailored for B2B SaaS. Choose a solution made for B2B.

Payment Services 52

Payment Services B2B SaaS Payments Payments 52

CustomerSuccessBox

JULY 9, 2021

Onboarding. Customer onboarding is the first thing that a customer goes through after buying/subscribing to your product. Customer onboarding experience is almost wholly in the hands of the customer success team. Bonus Tip: Designing a Customer Onboarding Framework for B2B SaaS. B2B vs. B2C Customer Journeys.

B2C 59

B2C Scale SaaS Software Review 59

Totango

NOVEMBER 3, 2021

The wording also may vary depending on whether your market is a B2B or B2C niche. This provides you with insight into customer satisfaction, helping you predict how likely customers are to renew their subscriptions or churn if other factors remain stable. How Do You Ask the Net Promoter Score Question?

Scale 103

Scale Systems Review Technical Review Branding 103

User Pilot

APRIL 20, 2022

Most SaaS companies appeal to FOMO to make free trial users purchase a subscription. B2C companies typically offer straightforward solutions to end consumers, and longer trial periods, so the benchmark is 57%. However, you must guide these users from onboarding to activation, helping them experience the value your product offers.

SaaS Payments 98

SaaS Payments Payment Solutions SaaS Benchmarks 98

Totango

NOVEMBER 3, 2021

The wording also may vary depending on whether your market is a B2B or B2C niche. This provides you with insight into customer satisfaction, helping you predict how likely customers are to renew their subscriptions or churn if other factors remain stable. How Do You Ask the Net Promoter Score Question?

Scale 102

Scale Systems Review Technical Review Branding 102

Neil Patel

DECEMBER 3, 2020

Onboarding. Expect an onboarding process customized for your team after you sign the contract. If you’re looking for serious email pros for your B2C company, I’d reach out to them. #3 3 Fix My Churn – Best for SaaS Onboarding Emails and churn. User onboarding emails are a very unique skill set.

Marketing 118

Marketing Outsourced Development Underperforming Technical Team Scale 118

Totango

NOVEMBER 3, 2021

The wording also may vary depending on whether your market is a B2B or B2C niche. This provides you with insight into customer satisfaction, helping you predict how likely customers are to renew their subscriptions or churn if other factors remain stable. How Do You Ask the Net Promoter Score Question?

Scale 100

Scale Systems Review Technical Review Branding 100

User Pilot

MAY 3, 2022

Inbound works really well for smaller SaaS businesses, whether B2B or B2C. It’s easy to spend $100,000 or more on subscriptions to sales intelligence tools alone — tools that are essential to targeting high-ticket customers. How is enterprise SaaS marketing different compared from acquiring and retaining users for an SMB?

Enterprise 98

Enterprise Strategy Marketing SaaS 98

ProfitWell

SEPTEMBER 4, 2019

Reducing churn is one of the biggest things that subscription companies can do to accelerate their growth. But this week, Kim Terry at Subscription Systems has a slight variation on the common question of how to reduce churn. Churn is part of the game we play in the subscription economy. Here’s what we found.

Churn 53

Churn Payments Payment Solutions B2C 53

Totango

MARCH 26, 2019

The new customer-centered economy favors recurring revenue business models for B2B markets and partial ownership, or subscription models, for B2C ones. Never give a customer who’s missed a payment downgraded service, as they may not notice they have lost a functionality or may even learn to do without it.

Customer Success 69

Customer Success Payment Methods Payment Services Software Review 69

Totango

JUNE 4, 2021

Let’s say a customer made a purchase a week ago but they still haven’t completed their onboarding process. You can set up the Onboard New Customers SuccessBLOC to reach out to customers proactively offering tips or assistance. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback.

Engagement 63

Engagement B2C Technical Review Retention 63