SmartMessage Blog

JUNE 1, 2023

Marketing communication is the set of strategies and tools that a business or brand uses to reach the target audience, promote its products or services, influence customers, and establish relationships. These fields are used to convey the value, benefits, quality, and unique features of the products or services to the target audience.

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Communication Marketing How To Multi-Channel 40

CustomerSuccessBox

MAY 23, 2022

This is why it’s quite surprising to know that the profession of customer success specialist has been marked universally as a high-demand job profile. Read further to know how can you progress through the customer success career path. Additional Read: The key responsibilities of the Customer Success Manager.

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Customer Success How To Leadership Trends 52

GlowTouch

SEPTEMBER 13, 2022

When only one in four people report being engaged at work, the answers to the previous questions are self-evident, and this prompts the obvious follow-up: what can organizations do to create positive feedback loops that enhance productivity and improve morale? You already know the value of the customer experience.

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Engagement Contact Center Fashion Culture 52

Amity

JANUARY 9, 2019

This article was originally published on WnTD's blog. One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. ’ Knowing how to avoid silos (and what (not) to do) is a big piece of the puzzle.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

ChurnZero

JULY 19, 2019

Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated. That said, thriving in this relatively new discipline is not always easy. we just maybe don’t know what that reason is!

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Software Customer Success B2B Customers 56

BirdEye

OCTOBER 19, 2023

To address these issues, this blog post delves into a panel discussion that Birdeye had with Google experts, Ben Fisher and Steve Wiideman. Dedicating time to build product, service, and location-based pages can influence customers to choose your business over competitors who may not be making these efforts.

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Video Social Media Consulting Tips 59

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. 19 Qualities That Can Make Good Customer Success Managers Great. Being on the CSM frontline allows us to directly influence the success of our clients.

Customer Success 41

Customer Success Management Touchpoint Software 41

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Starting with a particular customer, I called them to let them know I was their CSM and wanted to better understand their goals. Where should I begin?

Software 40

Software Customer Success Culture Customers 40

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. It has been in the roles where I really care about the products that I have authentically and more naturally contributed the most.

Customer Success 40

Customer Success NPS Consulting Metrics 40

Thematic

APRIL 17, 2019

I didn’t have anyone in my family who was a “business man” and I didn’t even know what a “business man” was. I happened to try a design thinking workshop and I remember thinking to myself, “This is what I should be doing!”. However, I was deep down the academic path and I didn’t know a way out. That’s it.

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Roadmap Analysis Data Company 63

Thematic

APRIL 17, 2019

I didn’t have anyone in my family who was a “business man” and I didn’t even know what a “business man” was. I happened to try a design thinking workshop and I remember thinking to myself, “This is what I should be doing!”. However, I was deep down the academic path and I didn’t know a way out. That’s it.

Roadmap 54

Roadmap Customer Insights Company User Experience 54

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. Growing Discipline to Customer Success.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

ChurnZero

MAY 23, 2019

Read on to learn 5 tips that will help you manage an angry customer and recover from difficult interactions. . Remember that as a Customer Success professional your goals are aligned – both you and your customer want to drive value out of your product. Blog Author: Alex Weihmann. Tip 1: Stay Calm and Carry On .

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Tips Net Promoter Score Customer Journeys Effort Score 40

ClientSuccess

MAY 31, 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. What are one or two things you typically do during the first hour of your day that leads to a productive day?

Customer Success 40

Customer Success eBook Software Customers 40

ClientSuccess

MARCH 13, 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. From : Sam Feil , Customer Success Manager. I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success Management eBook Customers 40

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. Nevertheless, you probably already know that the score is just a number. blog linkedin twitter Why? "I

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System Effort Score NPS Net Promoter Score 338

UJET

JULY 21, 2020

Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. Sometimes, it can be difficult for agents to always know where they can improve their skills and supervisors should be offering feedback and building growth plans for agents.

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Feedback How To Metrics Meeting 120

GetFeedback

MAY 23, 2019

This interaction could be a support ticket, an onboarding session, a sales process or a particular feature of the product. The question is about a broader experience with your organization, and overall product or services. It lets you know that the service or action was satisfactory. NPS also targets a wider audience than CSAT.

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NPS Net Promoter Score Effort Score CEM 308

Beyond Philosophy

MAY 12, 2021

However, beyond that, 82 percent of respondents said that the challenges of managing customer engagement in 2021 were growing. So, they know how to make small, incremental changes for the customers, usually related to complaints. But 88 percent say managing growth was also a critical concern. Technology Can Help.

Customer Expectations 89

Customer Expectations Technology Analytics Chief Customer Officer 89

Thematic

MAY 22, 2019

CX professionals know that this discipline is as scientific as they come. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. CX professionals should find solutions and methods that can quantify their qualitative data.

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Exercises ROI Conference Video 97

NetBase

JULY 20, 2020

It’s about people sharing their lives with others they know – or get to know – based on common interests. It should, perhaps, seem obvious. This intelligence is then analyzed and used to create meaningful content and make business decisions across many disciplines. Social media isn’t about brands.

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Social Media Analytics Net Promoter Score Analysis 104

Customer Guru

MARCH 5, 2018

While we do know that customer experience is the next battleground for businesses and that it is the only true differentiator for brands in today’s ultra-competitive world, we see only a handful of women in the CX space. Management practices have changed considerably in the last few decades. CX is a change management process!

Customer Centricity 110

Customer Centricity Financial B2B Culture 110

ReviewTrackers

AUGUST 6, 2020

Not only do they help give professionals the career boost (and credibility) they’re looking for; these courses and certifications can also bring real benefits to organizations across a wide range of industries, especially at a time when the whole marketing discipline is in the middle of an evolutionary change. ReviewTrackers Academy.

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Course Marketing Social Media Advertising 114

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. For example, with the sales team we might consider how customer success can help the company become more commercial in the way we pitch products.

Customer Success 40

Customer Success Culture Leadership NPS 40

Horizon CX

DECEMBER 27, 2019

Based on your experience, how likely is it that you would recommend our (product, brand or service) to a friend or colleague? What is one thing we could do differently to increase the value of our (product or services) to you? This blog is a summary of those findings. The Reason Why Question [an open-ended question].

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Net Promoter Score NPS B2B Metrics 130

Amity

JANUARY 11, 2017

Hundreds of customer-obsessed organizations -- and their developers, quality assurance engineers, and product managers -- rely on the power and flexibility of test IO’s self-service platform to ship their software faster with confidence. Christoph: At first, we had one dedicated CSM and a team of “Implementation Managers.”

Customer Success 48

Customer Success Customers Software Self Service 48

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

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Customer Journeys Self Service Omni-Channel Measurement 40

Grade.us

JUNE 17, 2019

If you want to have some real "light-bulb " moments, just spend a few minutes reading any of Andy Crestodina's plethora of articles on Orbit Media Studio's blog. Content strategy, blogging , SEO, social media, and email marketing all converged into what we now just call content marketing. Andy: Well, the outcome should be consistent.

Banking 39

Banking Ecommerce Analytics Conference 39

Qualtrics

JUNE 23, 2020

As organizations accelerate their digital transformations, they’ll need to expand their experience management (XM) efforts. By providing easy access to on-demand listening posts, across websites, apps, chatbots, intranets and partner extranets, companies can discover insights they didn’t even know to ask about.

Multi-Channel 26

Multi-Channel Abandon Rate Apparel Retail 26

Grade.us

JULY 15, 2019

Particularly for real estate, it's really all about managing millions or tens of millions or even up to hundreds of millions of pages. To take that feedback, reincorporate it back into the content. Rob: I don't know that there's so much pitfalls, in my opinion. Real estate is an interesting one. Rob: Yeah, absolutely.

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Consulting Industry How To Ecommerce 23

Grade.us

MAY 6, 2019

To which, I say, " I don't know! ". It could also mean talking to their stakeholders, management, business partners, list of suppliers, anything like that. Or it could be something to do with completely missed query opportunities that should be there, that are not. We never call them products. As simple as that. "

Data 37

Data Banking Conference Tools 37

Grade.us

JULY 31, 2018

Do you know it? It gets to the heart of the matter immediately, identifying business problems, use cases and product concerns. Compare that with software providers like Infusionsoft who require that you hire a consultant at $200 per hour if you need help using their product. Even if it's bad news, it's good news to know.

Tools 21

Tools Survey Analytics Feedback 21

SurveySparrow

OCTOBER 2, 2020

A product marketer belongs to a lot of departments; they cannot be responsible for just one area of business. Everything that a product marketer does has the customer in mind. Product marketers need help ranging from planning, launching features, encouraging product adoption, etc. What is Product Marketing?

Tools 59

Tools Marketing Infographics Analytics 59

Comm100

MAY 1, 2018

And managing these teams can be a very rewarding experience. Use the following tips for managing multigenerational teams to help you harness the best of these powerful generations. According to a recent CIPD study , less than one-third of organizations report having an HR strategy in place for managing their aging workforce.

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Management How To Groups Financial 103