ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have.

Customer Success 98

Customer Success Leadership Customers Sales 98

ClientSuccess

AUGUST 16, 2021

It can be hard to know where to focus between serving as the main point of contact between customers and the rest of your business and managing all of the minute details of implementation and ongoing projects. As many know already, having a productive Monday is critical to set the rest of your week up for success. Make a list.

eBook 61

eBook Meeting Customer Success Strategy 61

Russel Lolacher

MAY 1, 2023

In this episode of Relationships at Work, Russel chats with culture consultant and wellness counsellor Rita Chand on what bullying in the workplace feels like, looks like and what we can do about it. What covert bullying can look like. What the personal toll of being bullied feels like. The various forms of bullying.

Culture 98

Culture Course Communication Employee Experience 98

Horizon CX

MAY 7, 2021

But in today’s survey-focused world, when businesses and leaders refer to “closing the loop” they usually narrow the scope to the process which kicks off after a survey response is received. Listen to their suggestions, preferences, and needs; resolve any outstanding problems right then and there if they can be addressed immediately.

Culture 130

Culture Net Promoter Score Hotels Survey 130

SurveySparrow

NOVEMBER 15, 2022

Zoom Icebreakers For 2023: Who Said Zoom Meetings Only Have To Be Awkward Or Boring? “Me: Boss: Again, this is a Zoom meeting.”. And people are saying that about Zoom meetings. However, you don’t need a grand strategy to make people like such meetings. You just need icebreakers, Zoom icebreakers!

Meeting 52

Meeting Video Examples Training 52

Customer Bliss

MARCH 16, 2018

” I want to expound on the concept of CCO support and reiterate how important it is for senior executives to know that a personal commitment is required of them in order to make this a successful business decision. People need to understand that they will be delivering directly to you through working with the CCO.

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. What can trigger it. So when you feel like you don’t measure up, you tend to not put yourself out there. PLAY AND SUBSCRIBE.

Culture 111

Culture Study Leadership Employee Experience 111

PeopleMetrics

JANUARY 28, 2021

To celebrate PeopleMetrics' 20th anniversary, our Founder & CEO Sean McDade PhD and other members of our team shared key business lessons from the last two decades building and working at PeopleMetrics, reflect on lessons learned from the pandemic, and share tips and inspiration for other business leaders and entrepreneurs as we kick off 2021.

Feedback 62

Feedback Customer Experience ROI Industry 62

CustomerSuccessBox

APRIL 3, 2022

Sending an email with the appropriate intent at the right time is essential to a good customer success email. What are Customer Success email templates? You must email individuals to assist them to. “What’s next?” Onboarding Kick off Email templates. Customer Success Email Templates.

Customer Success 52

Customer Success Video Customers Meeting 52

Help Scout

JANUARY 8, 2019

When your teammates are remote, async is the default way to get things done, and it’s one of the things I love most about my daily workflow. Upon closer look at our async process, it became apparent that miscommunications happened often, projects moved too slowly, and I was too quick to get angry or frustrated. I know, I know.

Company 40

Company Video Meeting Communication 40

2020 Research

NOVEMBER 4, 2022

Moderator Steve Mast kicked off the call with a brief overview of these two sides of the research coin: quantitative and qualitative. Steve began by reminding us of what research technology looked like a decade ago: “If you look back 10 years ago, you had these different camps that were emerging.

Groups 52

Groups Study Technology Analysis 52

Russel Lolacher

JANUARY 16, 2022

In episode four of Relationships at Work, host Russel Lolacher revisits Maslow’s Need Hierarchy. You remember that one, right? In his article The Blackfoot Origins of Maslow’s Need Hierarchy , we find another side to understanding needs and how it could apply to our relationship at work.

Culture 52

Culture Connections Groups Financial 52

ChurnZero

NOVEMBER 24, 2020

It’s not them , it’s you ,” says Anna Talerico of Arthur Ventures while handing out some hard truths to Customer Success leaders during her session “ When Customer Success Is a Second-Class Citizen ” at BIG RYG, ChurnZero’s annual Customer Success conference. You can change this dynamic, oftentimes, with really simple fixes,” says Anna.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Russel Lolacher

SEPTEMBER 6, 2022

Why you need a compensation and rewards philosophy. When people are clear about what the reward is going to be from performing at…a higher, more advanced level, that can be a motivator in itself. Because usually, in a lot of organizations, it’s not clear what the way to promotion or to advancement is.

Consulting 52

Consulting Communication Employee Experience Culture 52

Kustomer

APRIL 28, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Jochem van der Veer , the CEO of TheyDo , to learn more about what it means to be a journey-centric CX organization. Ensuring that your customers have a seamless experience is key to retaining loyalty.

Customer Journeys 97

Customer Journeys Management Roadmap Groups 97

SurveySparrow

MARCH 24, 2020

Today, we’ll have the opportunity to pick Gordon’s brain about why projects fail and what we can do to give our projects a better chance at success. SurveySparrow: Hello, thank you for joining us today to talk about your experience in the leadership space. So let’s jump in!

Leadership 60

Leadership Culture Effort Score Measurement 60

LiveChat

NOVEMBER 13, 2018

You may think that being a Customer Success Manager is a piece of cake. But I’m here to bring you closer to all the specifics I learned from LiveChat’s Customer Success Managers. To better understand their role, let’s recall what Customer Success Management is in general. Is it though? Well, it’s not for me to judge.

Customer Success 54

Customer Success Management Measurement Customers 54

Kustomer

AUGUST 13, 2020

It has brought out a need for a more proactive approach to customer service. To comment on this trend, Vikas states, “When you see the escalation on the phone channel, that means that customers, the consumer, their patience is waning, right? … Increases in Inquiries and Changes in Media Channels.

Customer Service 52

Customer Service Industry Customers Contact Center 52

Chattermill

JUNE 25, 2019

If you look after customers they will look after you. Much of what customer experience leaders build derives from listening to customers. It’s critical to ask customers what they want, listen carefully to their answers, and figure out a plan to provide it thoughtfully and quickly (speed matters in business!).

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

SmartKarrot

JULY 2, 2020

Client onboarding is the phase when you start building a relationship with your client. It is the time when you get a chance to create a positive perception about your company in your customer’s mind. We have created a template that you can use for your business. We have created a template that you can use for your business.

Customer Success 10

Customer Success Meeting Guidelines Roadmap 10

SmartKarrot

JULY 2, 2020

Client onboarding is the phase when you start building a relationship with your client. It is the time when you get a chance to create a positive perception about your company in your customer’s mind. We have created a template that you can use for your business. We have created a template that you can use for your business.

Customer Success 10

Customer Success Meeting Guidelines Roadmap 10

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. But how do you know if your onboarding tactics are working? How do you know if the targets you’ve set are overly ambitious or not big enough?

Metrics 98

Metrics How To Effort Score Self Service 98

Gainsight

DECEMBER 12, 2019

We had a big board meeting this quarter where we not only covered the past quarter’s “state of the union” and metrics, but also plans for the next year. I wanted to leverage my instance of Gainsight to prepare the deck for the board meeting. Call me biased, but if you’re a CS leader, you need to use it.

Net Promoter Score 11

Net Promoter Score Effort Score Metrics ROI 11

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. But how do you know if your onboarding tactics are working? How do you know if the targets you’ve set are overly ambitious or not big enough?

Metrics 52

Metrics How To Effort Score Self Service 52

Magellan Solutions

FEBRUARY 24, 2022

Outsourcing Lead Generation: A Comprehensive Guide for Choosing the Right Provider. Have you ever heard about Lead Generation ? Even if you can’t figure out the right way to get leads, it’s easy to feel like lead generation is a pain in your side. What is Lead Generation Outsourcing?

Social Media 40

Social Media B2B B2C Sales 40

ChurnZero

FEBRUARY 5, 2021

Here’s the short and the long of it: if you’re a Customer Success leader who is looking for consolidated business, product, and customer data, then you can probably piggyback on the Business Intelligence (BI) tool your SaaS company already uses – and this will likely be heavily suggested (or even mandated) by your CEO or other C-suite leaders.

Tools 96

Tools Customer Success Effort Score Customer Journeys 96