Mark Boyer’s Post

There are 40 unique elements of value that a B2B company can focus on - have you aligned your organization around the B2B elements of value that are most important to your customers? Checkout my B2B workshop series: https://lnkd.in/gjf3wN9 Here are 9 core B2B elements of value associated with ServiceNow that help them differentiate themselves from their competitors: Reduces Effort: ServiceNow automates routine tasks, which can significantly reduce the effort required by IT staff and other employees to manage workflows and processes. Time Savings: Automation and streamlining of workflows lead to significant time savings for ServiceNow customers, as tasks that once took hours can be completed in minutes. Simplifies Business Processes: ServiceNow's platform allows the simplification of complex, cross-departmental business processes by bringing them into a single workflow environment. Risk Reduction: ServiceNow helps mitigate risk by improving visibility and control over IT processes, aiding in governance, risk management, and compliance efforts. Increases Operational Efficiency: The ITSM and operations management solutions offered by ServiceNow can significantly boost operational efficiency across the organization. Information and Analytics: ServiceNow provides powerful analytics and reporting tools that deliver insights into operations, helping businesses to make data-driven decisions. Innovation: ServiceNow’s continuous integration of emerging technologies (like AI and machine learning) into its offerings helps customers stay at the forefront of innovation. Integration: ServiceNow can integrate with a variety of other enterprise technologies, enhancing its value by fitting into and optimizing the existing tech ecosystem of a business. Customer Success and Support (Responsiveness): ServiceNow offers comprehensive support and professional services, ensuring that customers can maximize the value they receive from the platform. IMPORTANT: Customer value propositions must be 'realized' or 'experienced' by your customers - not simply things you 'say' about your company. P.S. If you liked this post, please give it a share, or a simple comment. Insightful 💡or Love ❤️ it! Uncover key customer value propositions leveraging Customer JTBD research methods. Learn more: https://lnkd.in/guntcz2f Customer Centric Solutions LLC #customercentric #customerexperience #valueproposition

Case Study: Enhancing Service Delivery for a Communications Provider with Custom Automation Client Overview: A leading communications provider struggled with scaling operations due to high service request volumes and manual workflows. They needed a solution to streamline processes, reduce delays, and maintain customer satisfaction. Challenges: 👉🏽 Inefficient Order Processing: Manual data entry and coordination across multiple systems caused slow order processing and high error rates. 👉🏽 Resource Allocation Issues: Ineffective scheduling and dispatching of technicians led to delays and resource underutilization. 👉🏽 Lack of Visibility: Limited real-time tracking made proactive management and rapid issue resolution difficult. 👉🏽 Customer Support Overload: With no self-service options, high call volumes overwhelmed the support team. Solution: Apex Consultants implemented a Custom Automation Platform to optimize the client’s service delivery. The solution included: ✅ Automated Order Processing: Integrated with CRM and billing systems, automating the entire order lifecycle and reducing manual errors. ✅ Intelligent Workflow Management: Rule-based workflows prioritized and routed service requests based on location, service type, and technician expertise. ✅ Dynamic Scheduling & Dispatching: AI-driven scheduling minimized travel time and maximized technician productivity. ✅ Real-time Monitoring & Alerts: A centralized dashboard offered real-time visibility and automated alerts for proactive issue resolution. ✅Self-service Customer Portal: Customers could track service requests, schedule appointments, and access support, reducing the burden on the service team. Results: 🤩 30% Faster Service Delivery: Automation and optimized scheduling cut service times, boosting customer satisfaction. 🤩 40% Increase in Technician Productivity: Better scheduling and reduced downtime improved resource utilization. 🤩 50% Reduction in Manual Workloads: Automation freed up employees to focus on strategic initiatives. 🤩 35% Drop in Support Calls: The self-service portal empowered customers, reducing call volumes and improving support efficiency. Conclusion: The custom automation platform transformed the client’s service delivery operations, achieving greater efficiency and scalability. This project highlights Apex Consultants’ expertise in delivering innovative solutions that drive operational excellence and customer satisfaction. Interested in Learning More? If you're looking to optimize IT operations and enhance service delivery, let’s connect! Apex Consultants Inc specializes in custom tech solutions that help businesses overcome operational challenges and achieve their goals.

Is your B2B software company so focused on accommodating client requests during onboarding that you're sacrificing your company's own profitability? Believe it or not, it's possible to build scalable processes around client onboarding and deliver a quality, personalized experience while protecting your team's time and your margins. In this Forbes Technology Council article, Setuply CEO Rachel Lyubovitzky shares five proven strategies for finding the right balance between personalization and scalability. https://lnkd.in/gXsDRSRe  #SaaS #ClientOnboarding #BusinessGrowth 

The Frends Business Automation Portal (BAP) is a visionary solution to address a series of critical challenges B2B SaaS providers and their customers face. Here's an overview of the primary issues and how BAP provides effective solutions, aligning with future advancements outlined in our roadmap: Need for Integration in B2B SaaS: A common challenge for B2B SaaS providers is the necessity to integrate with other systems. The BAP enables these providers to offer customizable, ready-made integration templates. This significantly speeds up deployment times and enhances service offerings, making integrations smoother and more efficient for their end customers. Self-Service Onboarding: BAP transforms the onboarding integration part into a self-service for ISVs' end customers. This feature allows end customers to effortlessly connect SaaS solutions to their systems, promoting a unique selling point against competitors by enabling better customer engagement and satisfaction. Operational Efficiency and Cost Reduction: BAP reduces the workload and costs associated with custom integration development by facilitating self-serve integrations. This allows ISVs to focus more on core product innovation and market expansion, thereby enhancing their operational efficiency and scalability. Enhanced Competitive Advantage: With the ability to quickly adapt and tailor integrations to meet customer needs, ISVs can significantly improve their market responsiveness. This agility provides a competitive edge, making their products more attractive and responsive to the dynamic market demands. Increased Revenue Streams: By accelerating the integration process and enabling faster deployment, ISVs can start invoicing their end customers sooner. This results in quicker revenue generation and a stronger financial position in the market. Empowerment and Control: The portal empowers both ISVs and their end customers by providing tools to develop, customize, and monitor integration flows. This empowerment fosters innovation while giving users control over their integration processes and data flows. The BAP is part of our ongoing efforts to democratize the integration process, making it accessible and manageable for a broader audience. As this solution evolves, our roadmap includes further enhancements to ensure BAP remains at the forefront of integration technology. For an in-depth view of the future for BAP and other Frends innovations, visit our roadmap at www.frends.com/roadmap.

How B2B SaaS companies manage customer profiles today. - Struggle with fragmented customer data across CRMs, billing platforms, and support tools. - This fragmentation results in inconsistent customer information, complicates analysis, billing operations, and affects entitlement delivery.  - Engineering leaders highlight the need for a system that aggregates customer state. - Business leaders struggle with assembling detailed customer profiles that combine account, usage, and billing information. Versus how B2B SaaS companies could manage company profiles. - The company profile aggregates account, billing, and usage data. - The company profile supports lifecycle management, enabling adjustments based on usage or profile updates. - The company profile provides clear visibility into subscription details, entitlements, custom overrides, and audit logs.

🌟 Managing 1000 SaaS customers is a formidable challenge. 🌟 Here are 10 critical lessons (I'll teach them to you in 2 minutes): 1. Automate as many processes as possible. Imagine onboarding, support, billing, and reporting running smoothly in the background. 2. Create a phenomenal self-service knowledge base. Give customers the gift of finding answers at their fingertips. 3. Implement a robust CRM system. Track every interaction and key metric with ease. 4. Segment customers based on their unique needs. Tailor communications, features, and support to forge deep loyalty. 5. Be available on customers' preferred channels. Your presence on email, chat, phone, or social media speaks volumes. 6. Use customer feedback to drive meaningful improvements. Show customers their input matters and leads to tangible changes. 7. Continually monitor and optimize your onboarding process. Create an unforgettable first impression that sets the stage for success. 8. Invest in a dedicated customer success team. Make your customers' victories your top priority. 9. Keep customers in the loop about product updates. Make them feel valued and included in the inner circle. 10. Obsessively measure and optimize your key metrics. Keep your finger on the pulse of KPIs for sustainable growth. What other strategies have you found effective in your own journey?

There's a common belief in the business world that solely investing in comprehensive SaaS tools is the best strategy for growth. The benefits are evident: these tools provide essential data insights, streamline operations, and enhance productivity. By using advanced software, companies can efficiently manage customer relationships, track performance metrics, and make data-driven decisions. However, relying too heavily on one technology can lead to potential risks. Issues such as decision paralysis may arise, as organizations feel overwhelmed by options, leading to inefficient budgeting or implementation failures. An alternate approach is adopting a more personalized customer relationship management (CRM) strategy, focusing on building meaningful human connections. This strategy emphasizes direct interactions and empathy, enhancing customer engagement and loyalty. The advantages include deeper relationships with clients, increased trust, and improved customer satisfaction. Nonetheless, it may require more time and resources and could lack the data insights that SaaS tools provide, leading to less efficiency in operations. Why not combine the strengths of both approaches? Implementing a balanced strategy that incorporates advanced SaaS tools while prioritizing customer relationships could yield outstanding results. Start by analyzing data from SaaS platforms to understand customer needs better and pair that information with tailored human interactions to nurture relationships. Actionable advice: Begin by defining clear objectives for both your tech stack and relationship-building efforts. Create a robust feedback loop where customer insights gathered through data drive personalized engagement initiatives. Foster a collaborative environment across your teams to ensure that both tools and human connections are leveraged for success.

🌟 The Secret to Delivering Exceptional Customer Support at Scale 🌟 One of the biggest challenges growing companies face is balancing fast response times with the complexity of customer inquiries. Whether in the PEO industry or the SaaS world, the goal is always the same: scalability and customer satisfaction. 🚀 In my experience, working with businesses through PEO services taught me the importance of delivering tailored, scalable solutions—often while handling complex HR, compliance, and payroll needs. When you’re managing these critical elements for companies, the stakes are high, and customer engagement becomes your competitive advantage. Here’s how we can elevate support: 1️⃣ Automation with a Human Touch: Automating routine inquiries, whether they are payroll questions or HR-related support, is a game-changer. However, just like in PEO, maintaining personal connections and empathy is crucial when dealing with sensitive issues. 2️⃣ Real-Time Data Insights: In PEO, leveraging data to predict and address compliance or payroll concerns before they escalate was invaluable. The same principle applies in SaaS—proactively solving problems with data-driven insights leads to quicker resolutions and happier customers. 3️⃣ Seamless Collaboration: Just as PEOs thrive when there’s smooth communication between HR, legal, and finance teams, service desk solutions should ensure that customer feedback flows seamlessly across departments. This is where cross-functional tools make all the difference. 4️⃣ Upskilling Your Support Team: The success of any PEO offering lies in empowering your teams to stay updated on industry regulations and client needs. Similarly, SaaS support teams must continuously hone their skills to stay ahead of the curve and keep customers satisfied. At the end of the day, regardless of the industry, it’s all about solving real-world problems and delivering consistent value to the customer. When your customer support works seamlessly, so does your business. 💡 https://lnkd.in/gsYFDt_B #CustomerSuccess #SaaS #TechSales #PEO #CustomerSupport #SupportAutomation #CustomerExperience #SaaSgrowth #CustomerSatisfaction #SalesLeadership #Servicenow

𝙏𝙝𝙚 𝘽𝙚𝙣𝙚𝙛𝙞𝙩𝙨 𝙤𝙛 𝙊𝙪𝙩𝙨𝙤𝙪𝙧𝙘𝙞𝙣𝙜 𝘾𝙖𝙡𝙡 𝘾𝙚𝙣𝙩𝙚𝙧 𝙊𝙥𝙚𝙧𝙖𝙩𝙞𝙤𝙣𝙨 Outsourcing your call center operations allows your business to tap into the expertise and resources of a dedicated team, resulting in improved customer service and satisfaction. With a focus on delivering exceptional customer experiences, outsourced call centers can help enhance your brand reputation and loyalty. 𝘾𝙤𝙨𝙩 𝙎𝙖𝙫𝙞𝙣𝙜𝙨 𝙖𝙣𝙙 𝙎𝙘𝙖𝙡𝙖𝙗𝙞𝙡𝙞𝙩𝙮 One of the key advantages of outsourcing call center operations is the potential for significant cost savings. By leveraging the economies of scale offered by call center service providers, businesses can reduce overhead costs associated with staffing, infrastructure, and technology investments. Additionally, outsourcing allows for scalability, enabling businesses to efficiently handle fluctuating call volumes without the need for additional internal resources. 𝘼𝙘𝙘𝙚𝙨𝙨 𝙩𝙤 𝘼𝙙𝙫𝙖𝙣𝙘𝙚𝙙 𝙏𝙚𝙘𝙝𝙣𝙤𝙡𝙤𝙜𝙮 Call center service providers often invest in cutting-edge technology and tools to optimize operations and enhance customer interactions. By outsourcing, businesses can gain access to these advanced technologies without the upfront investment, ensuring that they stay competitive and up-to-date with the latest industry standards. 𝗙𝗼𝗰𝘂𝘀 𝗼𝗻 𝗖𝗼𝗿𝗲 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗙𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝘀 Outsourcing call center operations allows businesses to redirect their focus and resources towards core functions and strategic initiatives. By offloading the day-to-day management of customer support, companies can allocate their internal teams to more value-adding activities, driving overall business growth and innovation. 𝗚𝗹𝗼𝗯𝗮𝗹 𝗥𝗲𝗮𝗰𝗵 𝗮𝗻𝗱 𝗠𝘂𝗹𝘁𝗶𝗹𝗶𝗻𝗴𝘂𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 For businesses looking to expand their reach and cater to a diverse customer base, outsourcing call center operations offers access to multilingual support and around-the-clock service. This global reach can help businesses connect with customers on a more personal level, regardless of their location or language preferences. 𝗘𝗻𝗵𝗮𝗻𝗰𝗲𝗱 𝗙𝗹𝗲𝘅𝗶𝗯𝗶𝗹𝗶𝘁𝘆 𝗮𝗻𝗱 𝗔𝗱𝗮𝗽𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 Outsourced call center services provide businesses with the flexibility to adapt to changing market demands and customer needs. Whether it's seasonal fluctuations or sudden spikes in call volumes, outsourcing allows for quick adjustments and seamless transitions, ensuring uninterrupted customer support. 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗔𝘀𝘀𝘂𝗿𝗮𝗻𝗰𝗲 𝗮𝗻𝗱 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗠𝗲𝘁𝗿𝗶𝗰𝘀 Call center service providers often have robust quality assurance programs and performance metrics in place to ensure consistent service delivery and adherence to industry standards. 𝗖𝗼𝗻𝗰𝗹𝘂𝘀𝗶𝗼𝗻 Outsourcing call center operations provides businesses with specialized expertise, cost savings, and improved customer service. Partnering with a reputable service provider streamlines operations and enhances overall success.

🔄 Intelizen.co can automate your contract management while giving important insights to prevent revenue loss ☕ Reach out to us for a chat and a coffee on us to see how Intelizen can help your business at info@intelizen.co #TheNextWave #Intelizen #ContractManagement #DocumentManagement #EasyContracts #Contracts #Procurement #AI #AIContracts #SaaS #B2B