Team Support

SEPTEMBER 6, 2022

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. Never even heard of customer centricity? If you raised your hand both times, how certain are you that your business is actually customer centric?

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters. Shows that employee engagement is critical for customer experience.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same?

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Gainsight

JANUARY 6, 2023

They’re investing in product experience (PX) and product-led growth (PLG) strategies to efficiently chart a path to durable growth—and smooth sailing when market conditions improve. The common thread between these three approaches is the product experience.” Product Experience . It Depends. What Is Product Education?

Resources 52

Resources Roadmap eBook Analytics 52

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Daniel Group

JANUARY 30, 2020

Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Most importantly, being open to what your customers are saying isn’t easy.

Strategy 52

Strategy B2B eBook B2C 52

Daniel Group

JULY 29, 2021

What are the Best Practices for Customer Feedback Analytics Tools? New business intelligence tools (BI) like Power BI and others have made it even easier for you to understand Customer Feedback data in real-time. Let’s discuss the best practices for Customer Feedback Analytics tools to get the most out of your data.

Analytics 122

Analytics Tools Feedback B2B 122

Oracle

AUGUST 8, 2019

From a B2B sales perspective, companies are seeing that more B2B buyers are expecting B2C-type interactions – 70% of buyers across generations value the fewer negotiations and improved sales processes that online marketplaces can provide. Slow customer responses, lengthy quote to cash cycles, and lost business opportunities.

B2B 67

B2B Sales eBook B2C 67

Daniel Group

JANUARY 30, 2020

Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Most importantly, being open to what your customers are saying isn’t easy.

B2B 52

B2B Conference eBook B2C 52

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) Let us help you. What’s more?

Self Service 67

Self Service Customer Success B2B Knowledge Base 67

Team Support

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. This blog series will give you a good starting point to understand the basic differences between the two as it relates to B2B customer support. It’s also not as dynamic when customers scale.

B2B 64

B2B e-support eBook Software 64

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. It can then recommend steps to get the customers closer to eligibility. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them.

Chatbots 146

Chatbots Examples Customer Service Banking 146

Oracle

MARCH 18, 2020

When it comes to attracting, converting, pleasing, and retaining customers (both online and off-line), the sands are constantly shifting. So how are customers shopping, and retailers responding? For more stats and tips on digital commerce, view the full ebook: The 2020 Guide to Digital Commerce.

Strategy 64

Strategy Ecommerce eBook B2B 64

Influitive

OCTOBER 30, 2015

With the martech universe expanding rapidly , many marketers are beginning to fear that an overwhelming amount of technology and automation is causing them to lose touch with their customers—at a time when engagement is more important than ever. Use technology to connect directly with your customers and listen to their needs.

Customer relationships 79

Customer relationships Video Engagement Marketing 79

Oracle

MAY 10, 2021

In this case, “health” means an email that provides customers with content featuring relevant products and promotions that meet their specific tastes and interests. Email marketers want to engage customers so they open emails, click on links, and make purchases. However, high volumes of messages sent leads to email fatigue.

Marketing 49

Marketing Data B2C eBook 49

GetFeedback

AUGUST 10, 2018

According to Gleanster Research , only 25% of marketing leads are actually qualified enough to pass to sales, and 79% never become customers. These broken processes create friction throughout the buyer experience, too. In fact, they’re a lot harder to come by than most people (looking at you, marketers) tend to think.

Sales 150

Sales Survey How To eBook 150

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Solvvy

JUNE 17, 2021

Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation. Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Premium Service for Premium Customers.

Self Service 71

Self Service Customer Experience Chatbots How To 71

C3Centricity

DECEMBER 1, 2020

” In it, I compared the positive and negative implications of technology for customers and companies alike. The Age of the Customer and the Fourth Industrial Revolution. I love these statements, as they clearly apply to their employees as much as they do to their customers, clients, consumers. Click To Tweet. ” Why?

Marketing 177

Marketing Customer Centricity Industry Data 177

TeamSupport

FEBRUARY 15, 2019

Despite the rise of chatbots and text support, telephone customer support is still critical. To ensure customer satisfaction, B2B companies must create strategies that both reduce wait times and accelerate call resolution. How much do customers value their time and a quick solution? Which issues come up most frequently?

B2B 49

B2B eBook Chatbots Software 49

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world. Very little.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

TeamSupport

DECEMBER 21, 2018

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff. Assessing customer service staff on attitude.

B2B 49

B2B Training Customer Service B2C 49

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Success 65

Customer Success B2B eBook Customers 65

Confirmit

JUNE 4, 2018

You work hard to glean meaningful insights from the feedback you collect from your company’s Voice of the Customer (VoC) program. Confirmit helps businesses realize Voice of the Customer and Customer Experience ROI through a combination of technology and services that help you achieve your business goals.

eBook 40

eBook B2B ROI Advertising 40

Influitive

OCTOBER 28, 2015

They understand your unique sets of needs and challenges, and are most likely to provide sound advice based on their own experience. B2B customers tend to be very informed about the products and services they use— more so than in their lives as consumers. A Guide To Engaging B2B Customers In The Digital Age.

B2B 89

B2B Marketing Social Media eBook 89

ChurnZero

DECEMBER 27, 2019

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer S uccess . It’s not surprising to see this post top our list since your churn rate is deeply connected to the quality of your customer’s onboarding journey. 5 Common Mist a kes Customer Success Managers Make When Managing Their Day .

e-support 64

e-support eBook Chief Customer Officer B2B 64

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B B2C eBook Social Media 56

TeamSupport

AUGUST 24, 2018

This is especially true in a communication dominant field such as customer service where two conversations can be drastically different, yet still have the potential to hold the same value in a spreadsheet. With all of this said, here are the top 3 most misleading customer service statistics….

Customer Service 71

Customer Service Self Service Poor Customer Service eBook 71

PeopleMetrics

MAY 7, 2015

Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact? Trust in the Customer Experience. Employees must trust that their peers can deliver for customers. Will someone be there to catch them when they come back down to earth?

Customer Experience 48

Customer Experience Net Promoter Score How To B2B 48

Daniel Group

NOVEMBER 12, 2019

Want to build better relationships with your customers and your employees? Too often we forget about our “invisible” back-office staff and their impact on customer experience. Just ask one of our clients about the impact of a “Good Job” from a customer! Welcome to Success Strategies.

Strategy 40

Strategy B2B B2C eBook 40

TeamSupport

NOVEMBER 30, 2018

It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes them symbols of how a business performs. Good customer service employees are eager to help; bad ones are eager for the day to be over. Customer service is not the easiest of jobs.

Customer Service 68

Customer Service eBook Omni-Channel Software 68

Thematic

JANUARY 30, 2019

A B2B software client was facing declining quarter-over-quarter sales. Customer churn rate is increasing. Poor customer experience. Every company, from the corner pizza parlor to the giant manufacturer, needs to be on guard against complacency in its customer implementation and services model.

Marketing 59

Marketing Customer Experience Touchpoint B2B 59

PK

SEPTEMBER 18, 2019

We’ve talked in past posts about how Millennials are stepping into B2B buying roles and overturning traditional ideas about how buyers want to interact with technology companies. The answer: invest in customer success. The best way to do that is to reach customers via the right channel and with the right level of information.

B2B 49

B2B Customer Success Social Media Video 49

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Surprise and Delight Your Customers. Leverage Tech to Connect With Customers.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

SurveySensum

MAY 9, 2022

How’d you feel if you called customer service and they resolved your issue in just 2 minutes? And yes, they apologized for the entire experience. The effort they put in to make me (one regular customer) happy left me in awe. . I talked about my experience on Twitter. That’s something CUSTOMERS DO.

Feedback 52

Feedback Case Study Effort Score Chief Customer Officer 52

Influitive

NOVEMBER 5, 2015

From high-growth startups, to multi-national enterprises, every B2B company wants more customer referrals. Referred customers are 30% more likely to convert than leads generated through other channels , and have a 16% higher life-time value. Well, the good news is your happiest customers want to give you referrals!

B2B 96

B2B Multi-Channel eBook Customers 96