Totango

MAY 5, 2021

You can leverage CSAT scores to do the following: Alert a CSM to customers who might need extra support and a follow-up. Identify bottlenecks in your customer journey. Gauge the effectiveness of your customer education touchpoints . Turn Data into Action with a Customer Success Platform .

Measurement 118

Measurement Effort Score Customer Experience Data 118

Education Services Group

NOVEMBER 16, 2021

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows.

Engagement 52

Engagement Self Service Touchpoint Customer Success 52

GlowTouch

APRIL 16, 2021

No matter what your support strategy looks like– and how many opportunities for answers there are– everything should align with what your customers expect. This, of course, requires a large and well-trained team so that requests can be spread throughout the group. It helps reaffirm customers’ choice to stick with you.

Industry 52

Industry Trends Software Return on Investment 52

Gainsight

SEPTEMBER 8, 2020

In today’s complicated and competitive customer success landscape, delivering value is more important than ever. Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. So, how did IntelliShift do it?

Knowledge Base 52

Knowledge Base Customer Success Customer Journeys Survey 52

Kustomer

JULY 1, 2021

So what does it take to build a fanatical fan base in 2021? Mega corporations simply can’t provide genuine relationships with consumers, and brands should only optimize and digitize so long as they can continue to personalize the experience for the customer, for the person who wants to invest in the brand story.

Retail 90

Retail Omni-Channel Brands Average Handle Time 90

Gainsight

JANUARY 20, 2021

Maybe you already covered the topic, or perhaps it’s entirely from left field—either way, it shows they aren’t listening and can throw an entire constructive conversation off course. This same jarring experience can happen to your customers.

NPS 59

NPS Effort Score Survey Feedback 59

ClientSuccess

DECEMBER 21, 2020

While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. While 2020 may have been difficult, the lessons learned from this past year will influence customer success strategy and planning for years to come.

Customer Success 93

Customer Success eBook Touchpoint Tools 93

SmartKarrot

JANUARY 15, 2021

After writing on Customer Experience for different business functions, we realized a need to discuss Customer Experience as a holistic strategy that applies to the whole organization at large. From an internal viewpoint of an organization, there are multiple stakeholders interacting with the same customer. Engage strategically.

Strategy 11

Strategy Customer Experience Effort Score Touchpoint 11