Fri.Apr 09, 2021

Remove customer-success-customers
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Q&A: Surviving Stress in Customer Success

ChurnZero

Customer Success is fueled by customer interaction. In honor of Stress Management Awareness Month, we invited Ryan Johansen, Customer Success Director at RapidMiner, to share his experience dealing with extreme burnout and show us how to survive and thrive under the pressures of being a Customer Success professional.

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April 09 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Columbia, MD, US Organization: Authority Brands As a Director of Customer Success, you will measure and manage customer success, engagement, and support. Improves the supply chain and ordering processes to exceed customer expectations.

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Change Management in Customer Success

SmartKarrot

Change management in customer success is based on behaviour change. Even if the change is a smart one, there is no guarantee it will lead to success. The ADKAR Model will help address customer success issues and adoption. Customer success managers need to have ADKAR to bridge gaps in change management.

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Guest Post: Customer Service Telephone Skills – Master Your Art of Conversation with Clients

ShepHyken

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. Let’s look at some essential skills every customer executive needs to master the art of conversation with clients.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. In this exclusive webinar, Diane Magers will guide you through the journey of aligning your customer and employee experience strategy with financial success.

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Watch: CRM Hack on RFM and our B2CRM Weekly News Update

Optimove

B2CRM News: Trader Joe’s New App, and Stitch Fix’s Secret to Success. Get the guide to advanced customer segmentation >> The post Watch: CRM Hack on RFM and our B2CRM Weekly News Update appeared first on Optimove. All previous weekly shows All our videos on Optimove’s Youtube channel.

CRM 52
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The Top Inbound Contact Center For SMEs

Magellan Solutions

Set ups for inbound customer support services for SMEs. Customer service is crucial for success in your business. Customers are encouraged to choose you among others when they feel that you prioritize them. Engage customers via phone, email, or other channels. Customer Support Outsourcing. TALK TO US!

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The Future of Customer Loyalty: Rewards, Retention, Appreciation, and More

Speaker: Jennifer Hileman - Director, Retail Data & Technology at Orium, and Zach Ettelman - Solutions Partner Team in North America at Talon.One

Elevate your retail game by unleashing the power of customer loyalty! The holidays are the perfect time to redefine and reimagine your retail strategy, as modern customers are being re-engaged through creative retention tactics. November 15, 2023 at 9:30am PST, 12:30pm EST, 5:30pm GMT

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Will the average customer experience improve? What will global firms achieve using customer-facing generative AI? and are excited to help you develop smart and timely CX strategies for a successful 2024. How can leaders leverage their CX metrics to establish financial linkage?

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Getting your customer experience (CX) right drives business success. Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits. That’s why we wrote this eBook.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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The 2023 Customer Experience Management Value Index

Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. Don't miss this exclusive event!

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The Democratization of Customer Success

Speaker: John Ragsdale, Vice President of Technology Research for TSIA

One of the most visible changes to companies as part of this transformation is the advent of customer success. The function of your customer success is tied to several key objectives and most, if not all, of these are litigable through community. How community can democratize customer success.

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The State of Customer Success Pt. 1

In conjunction with Gain Grow Retain, we sat down with some of the most influential Customer Success Leaders out there. Together, Vanilla etched out the State of Customer Success in 2022. Is your Customer Success team as prepared as they should be? What does it look like? How can you prepare?

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Why Product Led Growth is a Customer Success Responsibility

As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. 💡 That’s where the Voice of the Customer (VoC) comes in. Are you excited to actually start making sense of customer analytics? If you can’t identify it, you can’t fix it!

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A Strategic Guide to Community Gamification

In Customer Success terms, an engaged customer is one that is immersed in your product. Ideally, they find value and success daily and help other customers to do the same. Gamification is a proven solution that can strengthen relationships and loyalty between your Customer Success team and customers.

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Your Guide to Boosting ROI Through Customer Service

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

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The SaaS Guide to Customer Engagement, Retention, and Advocacy

Want to lead customers down the path to retention and advocacy? After onboarding, most SaaS customers have to find their own way to success—with little more than a few CSM calls (if they’re a large enough account to have one), and a knowledge base to get them there.

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

Centering a business around the customer is critical for accelerated growth and customer-centricity requires a strong CCO and CMO alliance. When they work together, the CMO and CCO can build better customer experience, satisfaction, and retention. How the CCO can improve CX and drive advocacy. Download the ebook now!

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Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

But what many customer success professionals don’t understand is that this work can actively impact an organization’s new revenue. CSMs can identify and use customer stories, quotes, and referrals to help drive revenue and business growth. Register to understand: The customer inputs sales and marketing are crying out for.

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The Customer-Powered Enterprise Playbook

In today’s crowded marketplace, it’s no longer good enough to just be customer-centric. In order to win the market, organizations need to leverage their customers not only to inform their business strategy, but also to fuel it. 7 tactical worksheets to help you start integrating customer-power into each of your departments.

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Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. How do customers see community as a solution to their customer experience expectations?

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Maximizing Productivity in the Contact Center

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers.

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Transforming the Digital Customer Support Journey

As customer demands continue to grow, more organizations are looking to digitize their customer support journey, since the more traditional methods of support such as the call-center are no longer fulfilling customer needs. Notable customer behaviours that can drive your digital support strategy.

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Data-Driven Marketing 101

Here’s what’s covered: How data-driven marketing drives the customer experience. The most challenging obstacles to data-driven marketing success. This eBook highlights how data-driven strategies empower marketing campaigns through personalization tactics. Understanding marketing strategy & performance.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. In this webinar, you will learn to: Build a customer-centric culture.

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Customer Perceptions of the Community Experience

Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. We uncovered what customers expect from CX, and then turned their attention explicitly to community. The key topics we cover in this report are: What do Customers Expect from CX?

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Developing Valuable Community-Based Advocacy Programs

Speaker: Bill Johnston, Community Innovation Officer at Structure3C

Customers who share stories, knowledge, and experiences with other customers or prospects are more effective and authentic than traditional marketing programs. On Tuesday, June 21, at 12pm ET, join us to learn: The key element of a successful program. All attendees will receive access to exclusive program planning templates.

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The Best Ideas From CS Experts Worldwide – All in One Place

From designing the ideal onboarding journey to driving post-sale efficiency and growth with professional services, from optimizing customer success operations to fostering a culture of customer-centricity across the entire organization – this eBook spans the breadth and depth of the post-sale journey.

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CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

With this paradigm shift in buyer behavior, the partnership between the Chief Customer Officer (CCO) and Chief Marketing Officer (CMO) has become critical for organizations. How to effectively engage and optimize your customer experience. In this session we will discuss: The emerging importance of advocacy in the buyer journey.

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The Better Way to Onboard Customers

Speaker: Skilljar Experts

Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. Join Skilljar's all-star team of onboarding pros for this next webinar featuring: Sara Robba, Director, Customer Success. Can't make it?

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How ZoomInfo Enhances Your ABM Strategy

For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns.

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How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

They contribute to brand awareness, improve revenue, and build trust among existing and prospective customers. Kristi Faltorusso, the VP of Customer Success at ClientSuccess, is joining us to discuss how to avoid ambassador burnout and build brand ambassador programs that stand the test of time.

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How Empathy, Creativity and Compassion Drive Results

Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections

Using your innate empathy and applying that to your marketing and customer experience through emotional intelligence CAN be the game changer you’re looking for. Brands that connect with customers on a personal, emotional level will be more successful than others.

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Make Your Customer Experience As Great As Your Products

When it comes to Voice of the Customer (VOC) programs, B2B organizations are often behind the curve, adopting best practices and innovations more slowly than B2C companies. The result: they achieved a 24-point boost in customer loyalty in just 12 months. Read about Fastly’s success by downloading today.

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce.

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Conquering CX Through Workforce Engagement

Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC

By investing and focusing on employee engagement, your company will be able to increase productivity, retain top talent, and increase your customers' experience. How to define, measure and track success. Best practices of successful employee engagement companies.And more!

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The Ideal Support Community for Your CX Team

Speaker: Adrian Speyer, Head of Community and Lead Evangelist for Higher Logic Vanilla

Customers want to receive support through multiple different mediums. Over the span of his career, Adrian Speyer, Head of Community at Higher Logic Vanilla, has seen numerous companies achieve massive success in their support offering through community. How to measure and prove the success of your support community efforts.

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Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

How do you encourage your customers to help others? They are ready to share the trials and triumphs, and everything in between, on the road to a successful community. Vanilla’s Head of Community, Adrian Speyer leads the panel to uncover and discuss their common initiatives and their individual journeys to success.