InMoment XI

OCTOBER 17, 2023

Design with the End in Mind Understand Successes and Shortcomings Look at Short-term and Long-term Actions Like most things in the world, your customers—and your market—are not stagnant. Tip #2: Understand Successes and Shortcomings Every CX program has something it does well—and something that isn’t quite hitting the mark.

Customer Experience 493

Customer Experience Net Promoter Score Tips Effort Score 493

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. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

BlueOcean

MARCH 14, 2024

Work backwards if needed. That’s why we put together this fundamental guide to the contact center RFP. That’s why we put together this fundamental guide to the contact center RFP. It was a surefire way to confirm the bidders on your list could be successful potential partners. But then, you know, the pandemic.

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front.

Sales 89

Sales Customer Success Customers Communication 89

Totango

JULY 18, 2018

The quality of Customer Support interactions is a big factor in customer satisfaction, yet too often agents aren’t equipped with the customer data they need to do their best work. Customer Service/Support teams do the important work of serving customers at the most trying of times: when the product is not working as expected.

Customer Satisfaction 56

Customer Satisfaction Customer Success Customers Customer relationships 56

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales NPS Customer Journeys Customer Success 89

Helpt

FEBRUARY 27, 2024

But we nerds know that even the most optimized character sheet can't guarantee success. You need: A cohesive party : Reliable companions who understood their roles and worked together seamlessly. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise.

Leadership 98

Leadership Culture Communication Exercises 98

Clarivate

DECEMBER 27, 2023

Together, we can build a future where responsible consumption and production are the norm, leading us towards a more sustainable and resilient world. Let us work together to build a more sustainable future for generations to come. We all have an essential role to play to drive positive, meaningful impact for years to come.

Government 105

Government Innovation Knowledge Base Culture 105

Totango

MAY 17, 2023

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities.

Sales 106

Sales Marketing Sports Customer Journeys 106

Education Services Group

FEBRUARY 26, 2023

Customer Success leaders have a lot in common with rockstars. We are energetic about our work. It involves informing and educating people across your organization about your vision for Customer Success and what it can do for the business. Putting on a CS roadshow is particularly critical in the early stages of Customer Success.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

Circular Edge

MARCH 4, 2024

Circular Edge Recognized with JD Edwards Partner Excellence Award for Continuously Supporting Customer Resilience and Success “If everyone is moving forward together, then success takes care of itself.” Read Customer Success Stories See what more of our customers have to say. My biggest concern going in was the retrofits.

Transportation 52

Transportation Apparel Sports Ecommerce 52

CX University

SEPTEMBER 18, 2018

A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). Each one attributes its success to employees. Even a brief study of our work will also hopefully help you brainstorm for your own employee engagement initiatives. This is true in remote working.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? This article will explore the differences between customer success and customer support and how they work together to help businesses succeed. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits.

Leadership 94

Leadership Transportation Culture Contact Center 94

Team Support

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience.

Exceptional Customer Service 52

Exceptional Customer Service Customer Satisfaction Analytics Omni-Channel 52

Team Support

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience.

Exceptional Customer Service 52

Exceptional Customer Service Analytics Omni-Channel Customer Satisfaction 52

Totango

NOVEMBER 8, 2023

Regardless of technical expertise, anyone can identify what’s working well and spend more time on their best ideas with Mixpanel. Create an open data ecosystem Totango believes in creating an open framework for the entire enterprise tech stack to impact customer success.

Data 91

Data Analytics Customer Retention Software 91

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. What is gross retention?

Metrics 108

Metrics Measurement Strategy Examples 108

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy. Working side-by-side with sales. It’s the chocolate in their cake.

Customer Success 98

Customer Success Sales Customers Roadmap 98

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Effort Score Touchpoint Customers 103

SurveySensum

MARCH 11, 2024

A positive employee environment plays a crucial role in shaping workplace culture, extending beyond mere job satisfaction to foster an atmosphere where individuals feel valued, respected, and integral to the organization’s success. times more likely to create an environment where employees feel empowered to perform their best work.

Tips 52

Tips Culture Feedback Survey 52

Cyara

FEBRUARY 22, 2024

The last mile of a journey, whether that be a walk to your car after a long hike, a few final numbers added to the odometer as you near your destination, or – more metaphorically and also relevant to this blog post – the last few elements that must work seamlessly together to ensure your contact center agents can serve customers over the phone.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. These results should be the North Star that brings your marketing, customer success, and even your sales team together ,” Karen explained.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Gainsight

AUGUST 17, 2022

The theme this year is “Unstoppable Together” and the opening keynote by Nick Mehta, CEO of Gainsight, proved just how important that message is for everyone at this moment in time. While we may not be able to predict what comes next, one thing we know for sure is that we are unstoppable together. . Pulse 2022 is officially underway!

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Magellan Solutions

JANUARY 18, 2024

In a room echoing the collective success of a year’s hard work, CEO Fred Chua stepped up to the stage, marking the start of our much-anticipated year-end celebration. Mr. Chua expressed how grateful he was for everyone’s hard work this past year. It’s the result of preparation, hard work, and learning from failure.

Course 52

Course Company 52

ShepHyken

SEPTEMBER 4, 2023

According to Gallup research , 70% of employees are disengaged at work. Often, leaders think they are empowering their team by giving them more work. An attractive fixed salary is number eight, while the number one factor is “Appreciation for your work.” However, only 30% of leaders feel that way.

Leadership 85

Leadership How To Culture Employee Engagement 85

Very Best Service

JANUARY 26, 2024

Making Marketing and Customer Service Work Together Image by DALL·E 3 Imagine this: your marketing team crafts a beautiful campaign, promising the world to potential customers. In fact, when marketing and customer service work together, it's a match made in brand heaven. A bitter mess that nobody enjoys. Here's how: 1.

Customer Service 52

Customer Service Marketing Touchpoint Loyalty 52

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon.

Customer Success 98

Customer Success Leadership Sports Resources 98

One Millimeter Mindset

MAY 3, 2023

Quality time is mission critical to project success. Consequently, making your time together count as high quality time should become a top priority. When everyone is focused on making their time together important, the quality of your work becomes a function of the quality of the time spent together. Together. |

Consulting 75

Consulting Innovation Leadership Meeting 75

ShepHyken

JANUARY 29, 2024

What is the key to successfully transforming work culture to better serve customers? By allowing different departments to work together, companies can address issues and improve processes more effectively, ultimately improving customer experience. ” “People want to work with each other.

Customer Experience 95

Customer Experience Customer Centricity Culture Leadership 95

Gainsight

APRIL 22, 2024

While business impact should be measured within any customer community, you can really only ensure its long-term success if your customers are the ones in the driver’s seat. Reaching out to your top customers and seeing what they want to get out of a community will allow you to work backward and build the community around their needs.

Metrics 52

Metrics Customer relationships Customers Engagement 52

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

Customer Success 74

Customer Success Culture eBook Social Media 74

One Millimeter Mindset

FEBRUARY 8, 2023

Do you work with colleagues and clients who now feel like strangers? Click here and let me know how these work for you this week. Now, when colleagues and clients and I spend time problem-solving together, we establish a set of ground rules and assumptions. Together. | How about you? Your thoughts? Let me know.

Meeting 91

Meeting Consulting Innovation Leadership 91

Clarivate

FEBRUARY 27, 2024

To identify and fill the gaps in our collections, ProQuest works with the academic community including academic advisory boards, partners with faculty on projects and talks regularly to their librarian partners and archivists. Together, we create an inclusive and equitable educational landscape.

Healthcare 52

Healthcare Case Study Resources Government 52

Team Support

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Understanding the Importance of Customer Support Customer satisfaction is a necessity for the longevity of a successful business.

Technology 52

Technology Company Self Service Knowledge Base 52

DemandJump

JULY 31, 2023

Whether you’re cooking up pizza crust or a marketing strategy, a tried-and-true recipe makes success a lot easier. After all, if you’re starting from scratch—with no knowledge and no recipe to follow—success is pretty unlikely. No matter what, you run the risk of getting lost in the sauce.

Company 52

Company Strategy Marketing 52