ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Traits that define a great customer service rep.

Customer Service Training 79

Customer Service Training Training Customer Service How To 79

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 191

Financial Trends Self Service Customer Experience 191

CSM Magazine

NOVEMBER 21, 2022

One of the most important things for the success of a B2B SaaS company is customer retention. Clients need to be kept satisfied, which is usually a huge challenge and several problems can appear during onboarding. A SaaS customer onboarding checklist is a great place to start but it is rarely enough.

Company 52

Company Social Media Measurement B2B 52

CustomerSuccessBox

MAY 25, 2022

Customer retention is an essential component of any successful B2B SaaS firm. While keeping your clients satisfied can feel like a challenge at times, churn is frequently caused by mistakes in the onboarding process. The initial few interactions a customer has with your firm are crucial to their overall satisfaction with your product.

Sales 52

Sales Social Media Customers Measurement 52

CustomerSuccessBox

DECEMBER 1, 2021

The first impression of your customers is decisive. When you onboard new customers, you introduce them to the way your business works. Results: you gain efficiency and you improve the satisfaction of your customers. The trick is to make the customer experience as good as your products and deliver on your promises.

Tips 52

Tips CRM Customer Journeys Customers 52

Totango

JANUARY 7, 2020

Onboarding is an opportunity to set your customer up for success. Your customer onboarding workflow should guide you through the process of helping your customer integrate the product into their daily business activities so they can start achieving their goals. Keep an Eye on Onboarding Progress.

How To 72

How To Roadmap Meeting Customers 72

DemandJump

NOVEMBER 24, 2020

For marketers entering the digital arena fresh-faced and ready to explore the number of ways they can provide valuable content to potential customers, one of the very first steps to take is to start producing blogs.

Marketing 98

Marketing Consumers Customers Management 98

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. Well-defined Sales-to-Onboarding Handoff.

Strategy 52

Strategy Customer Retention Video Resources 52

Totango

AUGUST 28, 2020

A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Define your goals and KPIs.

Customer Success 71

Customer Success Software Customer Centricity Customers 71

CustomerSuccessBox

MARCH 11, 2019

Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? But there should NOT be only one customer onboarding process.

Metrics 88

Metrics Measurement Company Effort Score 88

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

CustomerSuccessBox

JUNE 9, 2021

Over the period, we have seen customer success organizations evolving in multiple ways. And one of the ways in which we’ve seen it distributed is in the way it onboards the customers. How tech-savvy are your customers? What is the onboarding time of the product that you’re selling? Check out the here.

Company 52

Company Management Comparison B2B 52

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Adrian Swinscoe . Bill Quiseng . Brad Cleveland .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

CustomerSuccessBox

OCTOBER 2, 2019

No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. More importantly for your business, helping your customers succeed will lead to increased satisfaction—which, in turn, leads to increased engagement, improved retention, and potential brand evangelism.

Strategy 88

Strategy Knowledge Base Software Customers 88

CustomerSuccessBox

JULY 2, 2019

Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow.

B2B 66

B2B Customer Success Customers Metrics 66

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Customer Success 98

Customer Success Consulting Metrics Customer Centricity 98

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ClientSuccess

JULY 13, 2020

For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. And in the world of customer success, vendor recommendations are paramount. Here are some key features to look for in onboarding software reviews: 1.

Software 65

Software Customer Success Customers Communication 65

Education Services Group

OCTOBER 4, 2018

If you’re onboarding a new customer, that can only mean one thing. But now it’s show time for your product and Customer Success team, and if you don’t keep it together, you could just as easily lose that customer. They are (1) onboarding a new customer is complicated and (2) focusing on the wrong things is easy.

Customer Success 53

Customer Success Tips Course Customers 53

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

Customer Success 52

Customer Success Case Study Resources Customers 52

ClientSuccess

APRIL 25, 2018

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Let’s move forward with this week’s blog post! 3 Essential Pre-onboarding Principles.

Sales 42

Sales eBook Customer Success Metrics 42

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. From a business perspective, mobile gives potential and existing customers the ability to onboard and transact wherever, whenever. Fast, Easy and Secure.

Consumers 94

Consumers Study Loyalty Technology 94

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. A positive customer experience isn’t just about “feel good” experiences, it is about branding, market positioning, perception, and at the end of the day, your bottom line.

Customer Experience 117

Customer Experience Touchpoint User Experience Feedback 117

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently.

B2B 108

B2B CRM Software B2C 108

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets.

Hotels 108

Hotels B2C Loyalty B2B 108

CustomerSuccessBox

NOVEMBER 9, 2018

As the world is moving towards a subscription economy, all the post sales functions (customer onboarding, customer success, customer support, renewals etc) are increasing in importance. Out of all the post-sales functions, customer onboarding is one of the critical functions that decides how fast your company will grow.

CRM 40

CRM Customer Success Report Customers 40

ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. 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.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! , customer health).

Customer Journeys 101

Customer Journeys Software Report Customer Success 101

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. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ClientSuccess

APRIL 18, 2018

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Let’s move forward with this week’s blog post! 3 Essential Pre-onboarding Principles.

Exercises 48

Exercises Customer Success eBook Training 48

Wootric

DECEMBER 21, 2018

Automatically Organize Qualitative Customer Feedback with Auto-tagging. This is where using software to auto-tag customer comments saves the day. Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Customer Journeys 74

Customer Journeys Fashion e-support Travel 74

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. Many of these employees were tasked with challenging customer-facing positions. However, these employees also present unique challenges to delivering exceptional customer experiences.

Customer Service 108

Customer Service Tourism How To Retail 108