Team Support

SEPTEMBER 14, 2020

Although the fundamental Support model may not need to change, the objectives and outcomes from Support operations must increasingly focus on sustaining and retaining existing customer relationships. This is the first step in customer retention.

B2B 81

B2B Customer Retention Training Resources 81

Team Support

SEPTEMBER 16, 2020

Support must remain cognizant of the opportunities afforded by helping customers reach full adoption from the products they have already purchased and align support delivery capabilities and strategies with customer success organizations. All with common objectives to sustain and expand customer relationships.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

Amity

SEPTEMBER 7, 2016

Eventually, I began leading a team of Customer Success Managers in our corporate group, and now I lead the mid-market group as well -- the biggest chunk of HubSpot’s customers. How did you get started in Customer Success and what was your path into your current role? How do you address it?

Customer Success 0

Customer Success Groups Customers Metrics 0

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Dennis Wakabayashi.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Dennis Wakabayashi.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld, and, today, it is used by many of today’s top businesses to monitor and manage customer relationships.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld, and, today, it is used by many of today’s top businesses to monitor and manage customer relationships.

NPS 86

NPS Net Promoter Score Data Loyalty 86