BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. What will it take to scale your company? We are here today to say, with respect, they’re wrong.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

CloudCherry

MARCH 19, 2018

When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. To get started in that journey, mapping your initiatives with outcomes is a pre-requisite. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

BlueOcean

OCTOBER 4, 2023

The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. If mistakes, delays, or escalations happen because of misinterpretation, your customer loyalty—and your bottom line—is going to suffer.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

AskNicely

NOVEMBER 7, 2018

Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. It is also something companies struggle with day in and day out. Why Customer Advocacy?

Feedback 150

Feedback Net Promoter Score Lifetime Customer NPS 150

Kayako

MAY 18, 2017

The information is available, yet customer support teams still struggle to access all of the elements needed to visualize the customer journey in its full context. The support interaction below is a great example of how customer context can lead to an effortless experience, like the one you imagined earlier.

Loyalty 224

Loyalty Customer Journeys Study Tips 224

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? As these cornerstones of a business transform themselves, the company’s culture may follow suit. And how do you test the waters to see how they compare in the market?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. omnichannel engagement) across the entire customer journey. omnichannel engagement) across the entire customer journey.

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

Totango

JANUARY 24, 2019

To get that level of detail, you need to become obsessive about your customers and fanatical about gathering and analyzing data on their product engagement. You need to adopt a company-wide strategy and prioritize your customer approach based on actual customer data in order to reduce churn and capitalize on upsell opportunities.

Customer Engagement 54

Customer Engagement Engagement Lifetime Customer Customers 54

Bold360

MARCH 20, 2020

Customer experience (CX) is fast overtaking price and product as a key brand differentiator. Companies are scrambling to keep pace with the shifts in customer behavior since the outbreak of COVID-19. Put simply, you need to go where your customers are (i.e., 6x greater annual improvement in customer lifetime value (CLV).

Self Service 72

Self Service Customer Engagement Engagement Strategy 72

Totango

MARCH 21, 2019

So, what customer success team goals can help your enterprise generate real results? The Top Customer Success Team Goals. Every phase of the customer journey can potentially generate results. It’s helpful to use a customer success platform that gathers and maintains all the customer data your company captures.

Customer Success 86

Customer Success ROI Lifetime Customer Customers 86

Oracle

FEBRUARY 23, 2018

A robust Customer Relationship Management (CRM) or web analytics tool will help generate insightful data about your customer base. Digging deeper and getting to know your customers’ behavior can lead to more personalized customer journeys and segmentation.

CRM 87

CRM Chatbots Lifetime Customer Customer Relationship Management 87

Bold360

APRIL 18, 2018

Gone are the days where companies can approach customer experience through a single lens. Each customer is different and what they expect from the companies they do business with can also vary widely. This is where many companies are falling short in this new era of customer experience.

Omni-Channel 51

Omni-Channel Strategy Customer Experience Chatbots 51

Totango

MAY 23, 2019

Such careful attention to the customer and a positive customer relationship will make this process simple and natural. Forging a responsive, proactive relationship with your customers is beneficial for every stage of the customer journey. Natural Customer Success Upsells. Converting Upsell Opportunities.

Customer Success 74

Customer Success Effort Score Customer Centricity How To 74

Wootric CX Blog

MAY 12, 2020

It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

BlueOcean

MAY 16, 2017

The place you order office equipment from or the cleaning crew that comes every day are important to the life of your company, but they’re not really a “partner” in the full sense of the word. When we think of partner, we think of someone who is as invested in your company’s success as you are. Let’s talk strategy.

Contact Center 136

Contact Center Call Center Government Culture 136

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

ProProfs Chat

DECEMBER 7, 2021

It is a crucial metric of the customer experience program and lets you understand how valuable a customer is to your company. Customer lifetime value calculation also helps businesses in identifying the most valuable customer segments. Firstly, your team needs to understand the customers’ journey.

Metrics 52

Metrics Lifetime Customer Customers Customer Retention 52

NobelBiz

FEBRUARY 21, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. The lifetime value of a client, however, is a number that can be calculated with ease with the right method.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

NobelBiz

FEBRUARY 15, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. The lifetime value of a client, however, is a number that can be calculated with ease with the right method.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

CustomerSuccessBox

OCTOBER 21, 2021

For so many years, SaaS has focused so strongly on the acquisition that they have been blind to other aspects of the customer journey. What customer success does to mitigate a lot of the problems that SaaS companies go through is put proactive measures in place. It is going beyond what the customer was originally paying.

Customer Success 52

Customer Success Effort Score B2B Customers 52

CSM Magazine

FEBRUARY 6, 2019

Call tracking from providers such as Mediahawk tracks all online to offline interactions, providing seamless information on the entire customer journey. You can then calculate how valuable these interactions and conversions are from lifetime customers. Together this all forms a frictionless customer journey.

Customer Service 51

Customer Service Omni-Channel eBook Social Media 51

Optimove

NOVEMBER 14, 2019

ActiveTrail helps businesses of all shapes and sizes turn customers into loyal fans with automated customer journeys and personalized email campaigns. The company is present in all major gaming markets in the world. Based in Stockholm, Sweden, the company has offices on three continents and clients across the globe.

Omni-Channel 40

Omni-Channel Multi-Channel Sports Ecommerce 40

Avaya

JUNE 18, 2018

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. As a regulation on company behavior, GDPR does not apply to technology directly.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

CSM Magazine

AUGUST 10, 2017

The 600 insight companies using the Vision Critical platform learn more in less time, with less effort and achieve higher customer lifetime value. The importance of understanding customer relationships. Most companies know what their customers buy, when they purchase and where. Possibly not.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Kitewheel

FEBRUARY 20, 2019

This gets much more complicated when you start to look at the second definition with regards to companies or brands. Additionally, this allows brands and companies to properly channel their resources to the customers that will provide the most value. How Industry Experts Define Personalization.

Customer Experience 49

Customer Experience Ecommerce Omni-Channel Consumers 49

SmartKarrot

AUGUST 17, 2020

Retaining existing customers is five times cheaper than acquiring new ones. For example, software as a service (SaaS) companies continue to develop new tools for businesses and individuals. As the term suggests, it is the revenue a company generates through repeat payments from the same customer. Subscription model.

Customer Retention 19

Customer Retention Software Ecommerce Lifetime Customer 19

SmartKarrot

JANUARY 5, 2021

Lincoln’s valuable Exponential Growth Framework is the culmination of his tactics to bolster the growth strategy for companies around the globe. She has also geared up many product-based SaaS companies as an Investor in recent times. Allison Pickens. Dave Jackson. Jeanne Bliss. Andrew Marks. Jay Nathan.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Totango

AUGUST 8, 2019

Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers. Whatever the scenario, customer success depends on optimizing the customer journey and nurturing them every step of the way.

Customer Centricity 91

Customer Centricity Customer relationships Metrics Lifetime Customer 91

SmartKarrot

JULY 26, 2021

Right from the executive level, the company has to make CX a part of its DNA. How to measure customer experience? Popular customer experience metrics/ KPIs?). CX Metrics are the KPIs used by a company to track customer feedback. How to improve customer experience? Helps understand customer behaviors better.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11

Totango

JULY 30, 2019

It is as easy to confuse customer experience with customer success as it is to confuse the journey with the destination. The key difference is the attitude of the company providing both the product and the product experience. Customer Experience vs Customer Success: A Valuable Partnership .

Customer Success 77

Customer Success Customer Experience Lifetime Customer Effort Score 77

SmartKarrot

OCTOBER 1, 2021

The sad part is that while businesses may comprehend the term “customer-centricity” in theory, they fail to utilize this concept when it comes to practical implementation truly. The problem lies in changing the entire mindset from the business’ perspective from what is good for the company and me to what is good for the customers.

Customer Centricity 11

Customer Centricity Customer Journeys Customer Experience Net Promoter Score 11

SmartKarrot

JUNE 10, 2020

You’ll also need to conduct periodic customer success surveys along the way to determine new tastes and trends since their preferences are vital in understanding where your product would fit into their equation. . Create a Customer Success Journey Map . What their responsibilities will be?

Customer Success 10

Customer Success Customer Journeys Metrics Lifetime Customer 10