ChurnZero

FEBRUARY 3, 2021

As a follow-up to our well-attended webinar on “ Selling for People Who Don’t Love Sales ” with Bryan Neale from Blind Zebra Consulting, we wanted to get more of our audience’s questions answered. . I work with a lot of salespeople and I am one at heart. Additional Q&A. So, I think of the customer first.

Sales 52

Sales Customer Success Customer Experience Consulting 52

ChurnZero

OCTOBER 19, 2021

Changing the name might help get to the heart of the purpose and value of your QBR. QBRs based on the people in attendance: these meetings could be set up to provide the most important information for those attending the meeting. Rethinking the Quarterly Business Review (QBR). Question the “Q” in QBR. Call it something different.

Customer Satisfaction 98

Customer Satisfaction Meeting Customer Success Tips 98

Gainsight

JUNE 14, 2022

The ultimate challenge for any product leader is to ensure that customers not only try, but keep using your product over time. This is the heart of a product-led growth (PLG) strategy. PLG can help you unlock organic expansion and growth. So how can you build a product that people love? Adoption Analysis.

Strategy 52

Strategy Analysis Self Service Roadmap 52

C3Centricity

JULY 17, 2016

However, this needs to be managed carefully in order to avoid people jumping too quickly to incorrect conclusions, as detailed below. There is a very well-known example of the challenge of observation, in a video showing two teams of young people passing a couple of balls around. The same can happen when people watch customers.

Exercises 120

Exercises Customer Centricity Culture Connections 120

ChurnZero

MAY 20, 2021

In the early stages of your Customer Success team’s journey, where you have little organizational oversight or guidance and the amount of work outnumbers the people to do it, just figuring out the right things to focus on can be a paralyzing challenge – not to mention doing those things right. Pre-Build Phase. Build Phase.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Gainsight

JUNE 9, 2021

Imagine a star-studded debut, with entertainers walking the red carpet and searchlights beckoning people to the event. Well, it wasn’t exactly like that at August Hall in the heart of San Francisco, but everyone present at the venue could feel the electricity in the air. Get new subscribers while keeping existing ones.

Entertainment 98

Entertainment Customer Success ROI Trends 98

GlowTouch

JULY 5, 2022

Company decisions have always been guided by how well they impact our clients and their customers, our employees, and our communities; the GlowTouch “Putting People First” in our logo is more than words, it’s who we are and what we do. Our company’s natural reaction to COVID-19 was to immediately take care of our ‘people.’

Hospitality 40

Hospitality Comparison Exercises Contact Center 40

CSM Practice

APRIL 13, 2021

Every CSM has the primary goal of improving client retention and identifying expansion selling opportunities to grow their customer portfolio over time. Every CSM has the primary goal of improving client retention and identifying expansion selling opportunities to grow their customer portfolio over time.

Customer Success 52

Customer Success Management Customer Retention Customers 52

Kustomer

MAY 20, 2021

And so you have to have this DNA of resilience to be able to say, “It’s okay if no one can get to an office, we can keep giving great customer service to everyone, irrespective of the language they speak. Listen to the full episode to learn more. Why Your Team Needs Language Translation Software. Thinking Globally.

Customer Experience 105

Customer Experience Multi-Channel Customers Brands 105

NetBase

NOVEMBER 23, 2018

Ever since Coke taught the world to sing in perfect harmony in the 1970s, and likely even before that, the beverage giant has demonstrated its ability to capture the hearts and minds of consumers, particularly around the holidays. The conversations just aren’t necessarily hearts and thumbs-up emojis.

Social Media 46

Social Media Entertainment Advertising Trends 46

Totango

FEBRUARY 4, 2020

Customer-centric growth puts customers at the heart of your business strategy. Identify expansion opportunities with greater precision. A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. 5 Best Practices for Customer-Centric Growth.

Customer Centricity 71

Customer Centricity Software Customers Strategy 71

Kustomer

AUGUST 26, 2021

Gabe’s first tip to success is showing kindness to people across all departments in the company. Leaders would do well to keep in mind that one team cannot properly function without the help of another team, just as Operations and CX are both key pieces to customer satisfaction. Tip #2 – It Takes Introspection for Expansion.

System 98

System Customer Journeys Tips Customer Service 98

Totango

FEBRUARY 4, 2020

Customer-centric growth puts customers at the heart of your business strategy. Identify expansion opportunities with greater precision. A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. 5 Best Practices for Customer-Centric Growth.

Customer Centricity 62

Customer Centricity Software Customers Strategy 62

ChurnZero

DECEMBER 28, 2021

Retention Deficit: How to Keep Customers by Talking About More Than Your Product. It’s the end of the year which means it’s once again time for roundups of the most popular trends from the past 365 days. Leading the way, Google released their Year in Search for 2021. And to reintroduce Beanie Babies as a form of (social) currency?

Conference 52

Conference Fashion Customer Success Trends 52

Confirmit

SEPTEMBER 11, 2017

I know that for many frontline employees, it can be hard to “heart” all customers, all the time, but for the rapidly expanding world of CX pros, I think there is a real sense that all customers can teach us something. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams.

Case Study 40

Case Study Social Media Analytics Study 40

Confirmit

SEPTEMBER 11, 2017

I know that for many frontline employees, it can be hard to “heart” all customers, all the time, but for the rapidly expanding world of CX pros, I think there is a real sense that all customers can teach us something. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams.

Case Study 40

Case Study Social Media Analytics Study 40

ChurnZero

NOVEMBER 24, 2020

“Because leadership doesn’t value our contribution, or all the behind-the-scenes work that goes into keeping our customers happy – especially when dealing with problems like product bugs or bad-fit customers that were never our fault to begin with; we can’t control the cards we’re dealt. OK, ready for some tough love?

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

CustomerSuccessBox

FEBRUARY 28, 2022

With this model for some reason people churn out and that’s when businesses are more likely to see a net retention rate in SaaSthat is less than 100%. But if you work out to retain existing ones and achieve a high net retention rate, this keeps away the need to acquire new customers. Gross Retention Rate or the Net Retention Rate?

Self Service 52

Self Service Software e-support Customer Retention 52

Russel Lolacher

APRIL 24, 2023

A few reasons why he is awesome – he is the found of The Learning Moment, a consultancy for culture coaching, he’s the co-author of the book “Helping People Win at Work: A Business Philosophy Called ‘Don’t Mark My Paper, Help Me Get an A” and he served as the CEO and Chairman of WD-40 for 25 years.

Culture 52

Culture Leadership Employee Engagement Consulting 52

ChurnZero

JULY 1, 2022

It’s a common question among leaders and executives, and even CS professionals. Like many specialized roles, the boundaries of CS ops aren’t always black and white. But being comfortable and embracing this gray space is what will separate the good from the great—or in finance’s terms, the cost centers from the profit centers.

Customer Success 52

Customer Success Customers Metrics NPS 52

ChurnZero

JULY 1, 2022

It’s a common question among leaders, executives, and CS professionals. Like many specialized roles, the boundaries of CS ops aren’t always black and white. Get comfortable embracing this gray space, because CS ops is what separates the good from the great—or in finance’s terms, the cost centers from the profit centers.

Customer Success 52

Customer Success Customers Metrics NPS 52

Maru Group

APRIL 9, 2020

Last week, we shared an update from US-based parents managing school closures during the pandemic. Many find themselves balancing home-schooling with family care and careers. Interviews showed how these parents are struggling, managing, and relying on technology companies to deliver easy-to-navigate educational platforms.

Sports 52

Sports Connections Culture Groups 52

ClearAction

APRIL 18, 2020

As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”, and re-allocate those resources to higher-value opportunities. Customer experience annuities are a compelling source of growth that is commonly overlooked.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Fox Metrics

FEBRUARY 18, 2021

76% of companies want people to know their expectations and needs. In a market, 54% of people believe that businesses do not have their best interests at heart. This makes it very easy to put in place similar modeling and target such people. Their options were few; their demands were achievable.

Data 52

Data Social Media Advertising Customer Centricity 52

Fox Metrics

FEBRUARY 18, 2021

76% of companies want people to know their expectations and needs. In a market, 54% of people believe that businesses do not have their best interests at heart. This makes it very easy to put in place similar modeling and target such people. Their options were few; their demands were achievable.

Data 52

Data Social Media Advertising Customer Centricity 52

ClearAction

JANUARY 6, 2021

Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother digitalization, stronger security and safety, greater inclusion and diversity. Yet they’re not really new needs or luxuries: they’re long overdue.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Successful sales people know is about doing something for the customer – not to the customer. The most important variable in the success of any salesperson is themselves.

Training 52

Training Sales Culture Management 52

CSM Practice

DECEMBER 29, 2020

With us today we have Irit Eizips, a customer success thought leader whose mission is helping startups to fortune 100 enterprises, establish proactive and scalable customer retention and expansion selling strategy. The Interview. 01:16 – Irit explains how the COVID-19 pandemic has affected industries differently. The Interview.

How To 98

How To Customers Communication Customer Success 98

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks? What is customer experience in banking?

Banking 62

Banking Trends Customer Experience Self Service 62

C Space

JULY 24, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. The clinics, which offer expansive services including primary care, dental exams, X-rays, hearing services and mental health counseling, began opening last fall.

Brands 52

Brands Sports Advertising Transportation 52

C Space

SEPTEMBER 10, 2020

But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. The Brand Move Roundup – September 10, 2020. We missed too much. We are sorry for the harm we’ve caused.

Brands 40

Brands Retail Groups Government 40

ChurnZero

JULY 29, 2022

But keeping the customers you have is better. To tap retention as a growth channel, you need a customer success strategy that elevates your customer success teams and puts customers at the heart of everything you do. This article was originally published on Forbes.com. Acquiring new customers is good. Data and technology matter.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

West Monroe

JANUARY 25, 2022

At the heart of the industry, though, financial services has always been about close, personal relationships between experienced bankers and decades-loyal customers. At the heart of the industry, though, financial services has always been about close, personal relationships between experienced bankers and decades-loyal customers.

Banking 52

Banking Financial Trends Multi-Channel 52

Storyminers

JULY 6, 2020

In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not. That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. Thought leaders come in all shapes and sizes. Adam Toporek. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Grade.us

FEBRUARY 11, 2020

They’re used by more than 6,000,000 people each month. Reading Time: 14 minutes. Zocdoc, the online medical care booking service, was launched during the TechCrunch40 conference in 2007. Zocdoc isn’t a mainstream review platform. Don’t let their small size fool you. Don’t let their small size fool you. Get Started.

Healthcare 33

Healthcare How To Insurance Wait Times 33

Storyminers

JULY 6, 2020

In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not. That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. Thought leaders come in all shapes and sizes. Adam Toporek. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Retently

AUGUST 3, 2023

It’s the heart and soul of your brand. “Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground.

Customer Experience 148

Customer Experience Net Promoter Score Effort Score Social Media 148