Comm100

DECEMBER 14, 2022

Whether you’re a bootstrapped team looking to manage growing customer demands or a large organization that wants to streamline your customer service process, this list has something for you. You can also use automated emails to up-sell and cross-sell, for customer education when new features are added, and to get customer feedback.

Customer Experience 130

Customer Experience Self Service Chatbots How To 130

One Millimeter Mindset

NOVEMBER 24, 2020

And like it or not, you and your team have pandemic stories to tell, not hide away or try to forget. Yes, the stories you and your team individually dismiss as unimportant or insignificant. I offer five of my recent blog posts which reflect client conversations I’ve had during the past 8 months. One millimeter at a time.

How To 95

How To Leadership Exercises Innovation 95

Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth.

Multi-Channel 113

Multi-Channel Customer Success Omni-Channel Software 113

Totango

JANUARY 10, 2024

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. The goal is then to use these insights proactively to build cross-collaborative nurture strategies that will promote customer satisfaction, retention, and growth. Madhavi Bezwada, VP of Client Success at Waystar.

Sports 93

Sports Leadership Customer Satisfaction Culture 93

Totango

FEBRUARY 5, 2024

In: A hand-in-hand, three-team approach to customer success where Sales, CS, and Marketing work together to guide customers through the entire customer journey. It’s a challenge because it requires cross-functional alignment, cross-functional collaboration, and communication. Out: The old-school Sales-to-CS handoff.

Multi-Channel 98

Multi-Channel Sales Customer Success Effort Score 98

Totango

DECEMBER 20, 2023

These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers. I felt fully supported by the Totango implementation, data, and support teams. The onboarding experience was in-depth and thorough.

Report 108

Report Effort Score Customer Centricity User Experience 108

Totango

JUNE 21, 2023

The cross-functional nature of customer success As we continue to redefine the landscape of customer success (CS), one thing is clear: the customer journey is a collaborative endeavor that involves marketing, sales, customer success, and product teams.

Communication 83

Communication Customer Success Customer Journeys Conference 83

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. What’s more, it will help you build a link between your CX team goals and the broader company goals. So, let’s get started!

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Totango

JULY 11, 2023

We’re grateful to all the Totango users for sharing their perspectives and support with the G2 community. Continuous improvements like our recent launch of Totango In-App and integration of AI enabled tools are critical to these efforts and make it easier for teams to work together and drive customer outcomes more quickly.

Customer Journeys 82

Customer Journeys Customer Success Sports Software 82

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Having a process and that information flow through the various teams and the overall implementation of a customer is critical,” Dishman said.

Sales 71

Sales Customer Success Communication Leadership 71

Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. In addition, a testament to the workplace we have built is the fast reactions and dedication of our team as they thought of new ways to support Calabrio customers through the pandemic.

e-support 264

e-support Culture Innovation Employee Engagement 264

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector.

Innovation 85

Innovation Video CRM Customer Success 85

BirdEye

JANUARY 17, 2024

In this blog, you’ll learn what social media approvals are, why having the proper social media post approval process in place is critical, and how to set yourself up for success while managing social profiles for multiple locations. ” That’s why having a structured social media approval process is so critical.

Social Media 109

Social Media Multi-Channel Software Feedback 109

Steve DiGioia

MAY 17, 2021

To top it all off, people used to tell 10 people about a bad experience, but now they can post a blog or a video on YouTube and tell thousands of (or more) people. C ommunication – Clearly communicate the process and set expectations. C ommunication – Clearly communicate the process and set expectations.

Customer Service 341

Customer Service e-support Self Service Customers 341

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Offer self-service functionalities through community and knowledge centers. Deliver in-app guidance and content aimed at prioritizing user adoption. Customer health.

Report 91

Report Trends Customer Success Self Service 91

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. More than half raised hands for sales and the CRO, and when asked if they felt the relationship with product teams could be enhanced, even more hands shot up.

Sales 106

Sales Marketing Sports Customer Journeys 106

Team Support

JUNE 20, 2023

By implementing effective strategies, businesses and customer support teams can rise above the limitations imposed by the current economic climate and deliver exceptional experiences. This approach ensures consistency, accuracy, and saves precious time, allowing support teams to handle a higher volume of inquiries effectively.

Self Service 97

Self Service Chatbots Analytics Knowledge Base 97

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Case Study 59

Case Study Chatbots Study Tips 59

ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. Playbook Vectors by Vecteezy.

eBook 72

eBook Resources Customer Success Training 72

NICE inContact

JUNE 20, 2017

Cross-functional job shadowing. Cross-functional job shadowing positively contributes to a culture of understanding. Additionally, viewing each other’s processes from an outsider’s perspective often results in the identification of process or communication improvements. Work together to create SLAs for communication.

Contact Center 122

Contact Center Culture Exercises Customer Service Representative 122

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. Cross-departmental collaboration is a reflection of a healthy internal culture. This is often the root of communication breakdowns and interpersonal conflict.

Strategy 48

Strategy Meeting Conference Culture 48

BirdEye

OCTOBER 11, 2023

This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. IBM has shown that 50% of insurance customers prefer personalized digital communication to telephone- and postal-mail-based communication.

Insurance 111

Insurance Industry Customer Experience Self Service 111

ShepHyken

JANUARY 5, 2018

I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. Not all customers like to communicate the same way, especially when there are multiple ways to engage. – Shep Hyken. Let’s face it, customer service is the lifeline of any company.

Customer Service 80

Customer Service Poor Customer Service Multi-Channel Study 80

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. This blog post covers the six metrics every Customer Success professional needs to know.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

One Millimeter Mindset

APRIL 6, 2021

How do you plan on communicating the power of those certifications? Where the lines of communication and collaboration become professionally ambiguous. As you emerge into the post-pandemic global business ecosystem, soft skills are mission-critical to communicating cross-functionally. First, how will you talk the talk?

Leadership 77

Leadership Consulting Communication Innovation 77

CSM Magazine

DECEMBER 13, 2023

Communicate what people can expect from your products or services. Use improved communication to address issues before customers notice them. Create a positive workplace environment that encourages collaboration, open communication, and recognition within the workforce. Create a system that collects feedback regularly.

Customer Service 52

Customer Service CRM Call Center System 52

One Millimeter Mindset

APRIL 13, 2021

Are you bringing out the cross functional best in your teams? Or do specific team members continuously frustrate and disappoint you? Now, walk around the (virtual) team table. Then, take a different seat at your team’s table. Suggestion 3 – To bring out the best in your teams, trade places. How’s it going?

Leadership 82

Leadership Consulting Innovation Meeting 82

One Millimeter Mindset

NOVEMBER 26, 2020

In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. And so is this blog post. And what can you leverage, moving forward, to become a purpose-driven, trust-based cross-functional leader? However, this is a very different year for all of us. Looking for a 1:1 coach?

Innovation 124

Innovation Leadership Communication Tools 124

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Many customer service teams face significant challenges holding them back from realizing a complete customer view, including: Unifying disparate systems.

Customer Service 90

Customer Service Contact Center Self Service Call Center Solutions 90

ShepHyken

MARCH 2, 2018

It’s what Baby Boomers and Generation Xers want as well, so we can safely assume that shoppers of all ages want to feel special when they cross the threshold of a luxury goods store. With luxury retail brands, the goal should be to build a culture where the sales team feels it is its primary task to delight clients. What does it take?

Retail 79

Retail Culture Sales Study 79

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. If that communication breaks down, customer engagement will drop, and they’ll likely take their business elsewhere.

Communication 97

Communication Social Media Self Service Touchpoint 97

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. You can unsubscribe anytime.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 130

ChurnZero

APRIL 15, 2022

If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. As the team expanded, so too did the need for automated, scalable processes and engagements.

ROI 98

ROI Data Examples Report 98

Optimove

MAY 25, 2023

Reader – if you’re not already doing so, it’s time to focus on decreasing churn, increasing retention, and optimizing the cross-sell to maximize customer lifetime value. CLV and the cross-sell – how Optimove helps So how do we crank up those CLV figures with your cross-selling efforts?

Multi-Channel 52

Multi-Channel Strategy Customer Journeys Touchpoint 52

One Millimeter Mindset

APRIL 20, 2021

First, read these 3 blog posts. Planning your next team, corporate or association meeting? Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. One millimeter at a time.

Company 79

Company Leadership Consulting Innovation 79

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Education Services Group

MARCH 15, 2023

It also means gathering a cross-functional team from across the business, sharing intelligence with other departments, and taking action on what you have learned to make your systems, operations, and experience better. Customer Success is ideally situated to captain Voice of the Customer the cross-functional connector.

How To 52

How To Social Media NPS Effort Score 52