GlowTouch

SEPTEMBER 22, 2020

In terms of the experience, however, there is also a converse effect: The 7% of dissatisfied customers account for a great deal more than 7% of supervisors’ attention. We help clients effectively scale their operations and seamlessly integrate customer success across their channels, platforms, and devices. Tonya Morgan.

Return on Investment 52

Return on Investment Contact Center Omni-Channel Touchpoint 52

GlowTouch

NOVEMBER 6, 2020

It’s among the reasons that companies hire Customer Success Managers before hiring salespeople. Specializing in omnichannel customer and technical support, we solve issues, satisfy customers, and sell additional services, therefore providing a superior return on investment for our clients.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

GlowTouch

OCTOBER 16, 2020

Communicate clearly while showing empathy for customers who may be upset or confused. Emotional intelligence is necessary since it helps in relationship management. Support agents should be able to evaluate and manage their emotions and those of customers. 7 Questions to Ask Your Customer Support Vendor.

Training 52

Training How To Contact Center Return on Investment 52

GlowTouch

DECEMBER 4, 2020

It could mean that either they do not survey end customers or the scores aren’t good enough to share. How Much Management Attention Will You Give My Business? Ideally, you want a dedicated account manager to handle your business. The vendor may offer a shared account manager to keep it cost effective. Tonya Morgan.

Customer Satisfaction 52

Customer Satisfaction Return on Investment Competitive Advantage Transportation 52

Ecrion

MARCH 27, 2020

Since there have not been clear objectives, with observable metrics, success has been assumed. Before I go any further, let me state that I’m a practitioner and proponent of the Customer Success (CS) movement. There’s a strong parallel between Customer Experience in the B2C world and Customer Success in the B2B.

Customer Experience 74

Customer Experience Customer Journeys How To B2C 74

GlowTouch

SEPTEMBER 22, 2020

Specializing in omnichannel customer and technical support, we solve issues, satisfy customers, and sell additional services, therefore providing a superior return on investment for our clients. 7 Questions to Ask Your Customer Support Vendor. How to Select the Right Customer Support Channels for Your Company.

Contact Center 52

Contact Center Return on Investment Omni-Channel Sales 52

GlowTouch

FEBRUARY 16, 2021

If anything, outsourcing customer support means using a support specialist while focusing on what you do best: providing delicious meals that consumers will continue ordering. A well-trained, third-party managing your customer support frees up your time for: ? Scaling your support to keep up with growth. ? About GlowTouch.

Trends 52

Trends Return on Investment Groups Consumers 52

GlowTouch

OCTOBER 15, 2020

Specializing in omnichannel customer and technical support, we solve issues, satisfy customers, and sell additional services, therefore providing a superior return on investment for our clients. 7 Questions to Ask Your Customer Support Vendor. How to Select the Right Customer Support Channels for Your Company.

Contact Center 52

Contact Center Return on Investment Competitive Advantage Study 52

ChurnZero

FEBRUARY 25, 2020

How can we ask your customers to trust in your processes to correctly onboard and manage them effectively, if there is a disconnect after the sales process and beginning to work with the Customer Success team? Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT. dence to own their role in the customer relationship.

Customer Retention 59

Customer Retention Return on Investment eBook Roadmap 59

GlowTouch

JULY 13, 2020

Any operations manager in a customer support center will say that support tickets are one of the biggest cost variables that a company must face, in terms of both volume and duration. We help clients effectively scale their operations and seamlessly integrate customer success across their channels, platforms, and devices.

First Call Resolution 52

First Call Resolution Analysis Return on Investment Social Media 52

GlowTouch

JUNE 18, 2020

In many cases, business organizations have managed to bridge any such gap through effective training/onboarding programs. By investing in employees with great potential upfront, companies are in position to reap the rewards of their conscientious efforts for many years to come. Isn’t that any manager’s dream?

Return on Investment 52

Return on Investment Competitive Advantage Contact Center Omni-Channel 52

ChurnZero

MARCH 24, 2020

4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . So given all that… why would I be promoting hierarchy as a tool to help Customer Success Managers, and their clients, drive results?

Return on Investment 60

Return on Investment Customer Success eBook Customers 60

GlowTouch

AUGUST 26, 2020

Finally, you’d have to manage and maintain your in-house agents. Specializing in omnichannel customer and technical support, we solve issues, satisfy customers, and sell additional services, therefore providing a superior return on investment for our clients. 7 Questions to Ask Your Customer Support Vendor.

Customer Satisfaction 52

Customer Satisfaction Contact Center Software Contact Center Omni-Channel 52

GlowTouch

JULY 6, 2020

We specialize in helping clients obtain the highest return on their investment by offering omnichannel customer and technical support as well as results-driven solutions such as database management, back-office processing, live chat support services, and much more! 7 Questions to Ask Your Customer Support Vendor.

Omni-Channel 52

Omni-Channel Return on Investment Culture Sales 52

GlowTouch

APRIL 24, 2020

One of the biggest decisions they may have to make is whether to outsource customer support or keep it in-house. For instance, an in-house solution allows for closer management of day to day support processes, and some small businesses don’t really need an expanded workforce to handle customer issues. Tonya Morgan.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

GlowTouch

JUNE 12, 2020

It may be tempting to micro-manage your agents, especially if they’re working remotely. Improving the productivity of your agents improves the quality of customer support the business provides. 7 Questions to Ask Your Customer Support Vendor. How to Select the Right Customer Support Channels for Your Company.

Social Media 52

Social Media Omni-Channel Return on Investment Training 52

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. Top Picks: Simplifying Customer Success.

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

ChurnZero

MARCH 11, 2020

This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. When I ran Customer Success at PeopleMatter I interviewed every customer who canceled their services with us.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

ChurnZero

FEBRUARY 21, 2020

Like a good dentist, Customer Success Managers are in the business of building rapport. . Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT. Customer Success is about helping your customers realize value with your product. But how do you systematically ensure they are maximizing their return on investment?

How To 52

How To Return on Investment Customer Retention eBook 52

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

GlowTouch

JULY 2, 2020

Teaching and learning ‘verbal charisma’ can be a challenging task—for agents and managers! The following best practices are meant to help you build, train, and manage a personable, successful live chat team who delivers exceptional customer care and support. Are customers abandoning chats? Avoid Acting Robotic.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

Education Services Group

JUNE 21, 2021

An Interview with Maranda Dziekonski, SVP of Customer Success and People at Swiftly. Human capital management (HCM) in Customer Success can mean slightly different things to different organizations, but it all boils down to making your employees successful so they can make your customers successful.

Customer Success 52

Customer Success Management Customers Training 52

Natalie Petouhof

JUNE 3, 2017

By 2020, the market will be worth $22.8 Customer lifetime value. Tracking KPIs enables you to see which of your marketing campaigns are generating the best return on investment so that you can reallocate resources to those efforts rather than non-performing ones. billion in 2017 , a 7.3 Cost per lead acquisition.

Analytics 40

Analytics Marketing Company Return on Investment 40

ChurnZero

APRIL 3, 2020

Customer Success helps your customers realize value with your product. But how do you systematically ensure they maximize their return on investment? EBRs facilitate customer alignment on business objectives and outcomes as well as allow you to learn about customer initiatives and opportunities.

Customer Journeys 52

Customer Journeys Customer Success Sales Return on Investment 52

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

SmartKarrot

NOVEMBER 16, 2022

The main objective of your entire revenue organization is client success. Client success occurs when your clients perceive the ROI (return on investment) they seek from your offering. In times of genuine market uncertainty, this commitment to client success is even more crucial. .

Handbook 10

Handbook Customer Success Chief Customer Officer Analysis 10

Grade.us

JUNE 2, 2020

Buying reputation management software for your business is like purchasing a moat for your castle and party confetti at the same time. Alternatively, you’re actively listening to unhappy customers so you can solve their problems, improve your own business, and illuminate a channel of open communicate. In 2020, Grade.us

Software 47

Software Management Net Promoter Score Multi-Channel 47

GlowTouch

MAY 19, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail How Customer Support Leaders Can Manage a Crisis Like COVID-19. As a customer support leader, you were likely anxious and full of questions when the COVID-19 crisis emerged. How will you keep operations running? Develop a plan.

Management 52

Management Return on Investment Feedback Communication 52

GlowTouch

SEPTEMBER 18, 2020

New personnel need a roadmap of expectations: do people work collaboratively or independently, is management top-down or is associate feedback encouraged? In this regard, consistency is part of the organizational DNA, and it is a tremendous tool for driving and managing performance. 7 Questions to Ask Your Customer Support Vendor.

Culture 52

Culture Company Government Leadership 52

GlowTouch

SEPTEMBER 22, 2020

Specializing in omnichannel customer and technical support, we solve issues, satisfy customers, and sell additional services, therefore providing a superior return on investment for our clients. 7 Questions to Ask Your Customer Support Vendor. How to Select the Right Customer Support Channels for Your Company.

Return on Investment 52

Return on Investment Contact Center Omni-Channel Sales 52

Gainsight

OCTOBER 22, 2020

KBCM Technology Group’s 2020 SaaS Survey Results indicate that the cost to acquire one dollar of new customer Annual Recurring Revenue (ARR) is $1.60., while the cost to expand an existing customer is only 69 cents. To effectively improve retention, companies need to have a defined process in place to manage renewals.

Customer Base 59

Customer Base Return on Investment NPS Metrics 59

GlowTouch

SEPTEMBER 17, 2019

Many perceive that it’s difficult to set up and manage. More companies are discovering the ease of chat for customers and their business, which is fueling its recent growth. Customers are saying they want live chat–if you give it to them, they will give you more of their business. Conclusion. Tonya Morgan. Tonya Morgan.

ROI 73

ROI Company Multi-Channel Return on Investment 73

ChurnZero

MARCH 13, 2020

Convening in a meeting room chock-full of Customer Success Managers, we pondered the purpose of the arguably antiquated QBR. Customers complain they take too long.”. Sometimes, having four QBRs a year for a customer IS too much.”. Sometimes, having four QBRs a year for a customer IS too much.”.

Metrics 59

Metrics Customer Success Consulting Return on Investment 59

GlowTouch

JANUARY 15, 2021

Here are the 5 tools your customer service team needs to get the job done right and maximize productivity. 1) Customer Relationship Management System (CRM). A CRM is a system to manage interactions with customers. It lets the entire team access the same customer information so everyone’s on the same page.

Tools 52

Tools Self Service CRM Infographics 52

ChurnZero

MARCH 27, 2020

Blog Author: Bri Adams, Customer Success Manager, ChurnZero. Walkthroughs accelerate time to value (the amount of time it takes a customer to realize value from your product), which drives feature adoption, and ultimately, customer loyalty. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Tips 52

Tips Self Service Effort Score Customer Success 52