ChurnZero

DECEMBER 28, 2018

We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes. Churn Monster: Slacker Customer.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

CustomerSuccessBox

DECEMBER 20, 2018

SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018. So how do you decide whether SaaS customer success is right for you or not?

Customer Success 66

Customer Success Effort Score Customers Analytics 66

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Self Service Effort Score Customers 40

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Winner will be notified on August 31st, 2018.

Customer Success 61

Customer Success NPS Customer Retention Financial 61

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Best of all, the report’s due diligence can directly supplement your company’s own RFP/RFI efforts, by providing some solid results for many of the Contact Center as a Service (CCaaS) players.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

Customer Success 45

Customer Success Customer Journeys Study Effort Score 45

CustomerSuccessBox

SEPTEMBER 3, 2021

As a Customer Success Manager, you and your team take in a lot of efforts to connect and engage with your customers. Right from the marketing team which finds potential customers to customer success that implements strategies, you are putting in your best. Customer Engagement Score Per Contact.

Engagement 52

Engagement Effort Score Net Promoter Score Customers 52

Lumoa

OCTOBER 31, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of now? Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. How to overcome those challenges?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

ClearAction

OCTOBER 16, 2019

Sweetened deals to lure away competitors’ customers can alienate existing customers. A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. Creating & keeping a customer (i.e.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Kustomer

APRIL 15, 2021

No longer are the days of QA teams and reps who had to take detailed, tedious notes on every customer interaction to gather data and search for opportunities for improvement. New technologies allow for that data to be automatically collected, scored, and reviewed. Those books and all that research was a big team effort.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

ChurnZero

AUGUST 31, 2018

Automated alerts from a Customer Success platform can provide early indicators that could help you save an account, present opportunities to expand the account, and in general allow you to be proactive in contributing to your Customer’s Success. Net Promoter Score – The score your customers give you can be very telling.

Net Promoter Score 45

Net Promoter Score Effort Score Customer Success Training 45

WorkOutLoud

JANUARY 23, 2018

You will gain immediate access to powerful data such as accurate and updated personally identifiable information (PII), traffic and growth, interest and activity, even Net Promoter Score (NPS). This takes place under the watchful eyes of your Success representatives who can jump in to help answer questions and make corrections when necessary.

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

ProProfs Chat

MAY 6, 2020

Customer Experience Training Success Statistics. 60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. This allows them to perform well and create a delightful customer experience journey effectively.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Temkin Group was acquired by Qualtrics in October, 2018. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Temkin Group was acquired by Qualtrics in October, 2018. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

MAY 21, 2018

Most of the functions in an organization have something to do in improving the customer experience. Top leadership Top leadership (C-Suite leaders and senior management) should set and communicate a clear customer centric vision, set targets and follow them up. source ) No wonder, customer experience is the engine of growth in 2018.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326

Lumoa

MAY 21, 2018

To understand better how things work in real life, we asked about the customer experience responsibilities from around a hundred Customer Experience Directors and Managers, CMOs and Customer Success Specialists. Discover all the results of the survey in the State of Customer Experience in 2018.

Customer Experience 160

Customer Experience Customer Centricity Net Promoter Score Feedback 160

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. So, what do those high scores translate into, specifically?

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Pink Guava

OCTOBER 31, 2018

In our last blog, titled ‘Stellar Customer Experience’ we have briefly touched upon what you could still do in 2018 and make Customer Experience work for your organization. The leadership is committed to the effort and driving this effort from front. This has to be Top – Down approach.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

ProProfs Chat

DECEMBER 14, 2018

If you integrate help desk software into your customer support team it will: help the agents to provide a fast service. reduce stress and effort on their part. Help desk software will help the customer service agents to provide a better customer service and improve the quality of the employee experience. Tweet this.

Software 94

Software Knowledge Base Net Promoter Score Effort Score 94

Chattermill

JULY 31, 2019

Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice? customer-centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level.

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

Chattermill

JULY 31, 2019

Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice? customer-centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level.

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40