ShepHyken

MAY 10, 2019

Before you consider outsourcing for your company, learn some of the benefits you can enjoy from implementing it. Reducing costs is one of the most common reasons why companies outsource. You can then broaden your customer base by offering support in languages other than English. Saves money and resources.

Resources 109

Resources Customers Groups Customer Service 109

Comm100

JANUARY 2, 2024

This is the promise of Generative AI customer service. Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents.

Customer Service 180

Customer Service Chatbots Interaction Customers 180

ShepHyken

OCTOBER 19, 2018

So, how is AI changing customer experience? There are two main angles that describe how AI improves CX for e-commerce companies, their end consumers, and own employees. Customers receive far deeper personalization that they were used before. Anticipating and recommending new options for customers based on past history.

Customer Service 111

Customer Service e-support Chatbots Automotive 111

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions.

Company 71

Company Strategy Tips Customer Success 71

CSM Practice

JUNE 15, 2017

As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. 1: Value Segmentation. Source: Altitude Labs. #2:

Customer Base 40

Customer Base Customer Success Customer Journeys Groups 40

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. For more information on why digital-first customer service strategies are growing, check out this blog.). Grow customer base.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. Now the message has finally caught on.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Case Study 59

Case Study Chatbots Study Tips 59

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

ChurnZero

FEBRUARY 26, 2021

As Amanda points out, this advice isn’t only reserved for technical products: “We don’t have a very technical product, but we have a very complex product because it’s all based around people. Every company does things a little different – their values, culture, how they approach feedback and reviews. Customer Success vs. Sales.

Customer Success 59

Customer Success Company Management Roadmap 59

Totango

FEBRUARY 23, 2024

When CMOs and CCOs form a partnership around their customer knowledge, marketing can focus on customer acquisition while CS focuses on retention, increasing customer lifetime value, and brand advocates who refer more prospects. This partnership helps to activate the flywheel and propel growth from the existing customer base.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). If you are focused on customer retention, then you need to know the answer to?the

NPS 96

NPS Net Promoter Score Company Feedback 96

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Training 48

Training Customer Service Customer Service Representative Customer Service Training 48

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Success 52

Customer Success Company eBook Customer relationships 52

ShepHyken

MAY 18, 2018

Advertising and marketing your brand is costly, and it’s never certain whether these efforts will attract enough new customers to justify the cost of expensive advertising. Never underestimate the value of a customer base that is loyal to your brand, though. appeared first on Shep Hyken.

Loyalty Programs 79

Loyalty Programs Advertising Loyalty Brands 79

CSM Practice

SEPTEMBER 15, 2019

However, customer success extends to driving long-term customer lifetime value through various processes and operations. Value Creation for Service Companies. In customer success , we could classify the goal of maximizing value into monetized and non-monetized value. Client Success Approach for Small Companies.

Customer Success 45

Customer Success Company Effort Score Customers 45

Customer Bliss

JUNE 8, 2020

In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one? Customer centricity requires that your go-to-market functions work in sync. Get blog posts, articles, and videos straight to your inbox by subscribing below!

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Optimove

MARCH 31, 2020

Since the outbreak of the novel coronavirus, we noticed a shift in the way leisure companies – travel and ticketing mostly – are approaching their customers. To overcome these challenges, many of our clients are focusing on nurturing existing customer bases. That’s a smart second step.

Travel 52

Travel Tourism Communication Company 52

NICE inContact

APRIL 24, 2019

If you had the choice of selling to a customer base that’s happy or for a company that has a stellar reputation for customer service, compared to the opposite that would be a no-brainer decision. The quality of service customers receive when contacting a business has a direct impact on sales success and company revenue.

Sales 136

Sales Customer Service Conference CRM 136

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”. How to Shift Right .

Self Service 103

Self Service CRM Customer Retention Customer Journeys 103

CX Journey

JANUARY 22, 2016

It was published on their blog on August 20, 2015. When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. He says every company has a mainstream and an edge. What does that mean?

Innovation 80

Innovation Company Voice of Customer Meeting 80

Amity

JULY 21, 2015

It’s my first day at Amity , a small, mighty and friendly organization in Toronto working hard to change the way Software-as-a-Service (SaaS) companies take care of their customers. Sheepishly I admit that that sums up most of what I know about my new company and customer success. To share Amity’s expertise.

Customer Success 48

Customer Success Company Management Software 48

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. What is Pendo? Check out our full list of technology partners or request a new integration.

Data 91

Data Analytics Customer Retention Software 91

BirdEye

NOVEMBER 21, 2023

This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing. Explore diverse content formats such as joint blog posts, Instagram takeovers, or collaborative design projects. Tailor email content to the specific interests and needs of each segment.

Marketing 110

Marketing Social Media Advertising Tips 110

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success. Enterprise — Enterprise deals are far from a walk in the park.

Customer Success 71

Customer Success Sales eBook Resources 71

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business.

Customer Success 101

Customer Success Customer relationships Exercises Communication 101

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Think About Your CAB’s Charter.

Tips 87

Tips Customer Success eBook Meeting 87

Totango

JANUARY 22, 2024

– Karen Budell, Chief Marketing Officer, Totango Generative AI will be an evolving partner for CS Businesses will depend on CS teams to drive revenue growth from the customer base. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Customer Success 94

Customer Success Consulting Customers Leadership 94

Gainsight

FEBRUARY 8, 2024

At The Customer Conference, Gainsight spoke about Commercialising Customer Success: A Fundamental Problem. In this blog post, we delve into the transformative changes reshaping the CS landscape and explore how CS teams can adapt to this new reality. Check out the full video below. Want the highlights?

Customer Success 52

Customer Success How To Conference Touchpoint 52

Daniel Group

FEBRUARY 3, 2022

Focus on Customer Experience! The start of a new year is the perfect time to focus on Customer Experience. Regardless of what type of B2B business you are in, your company changed in the last two years. Your customers have changed too. Customer Experience Makes Your Company More Competitive. Lynn Daniel.

Customer Experience 105

Customer Experience B2B Touchpoint Employee Engagement 105

BirdEye

JULY 5, 2023

However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. To first time customers turn into loyal customer, it is important to invest in building relationships with them. This blog helps you grow your business with relationship marketing.

Examples 98

Examples Strategy Marketing Social Media 98

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Effort Score Touchpoint Customers 103

Win the Customer

SEPTEMBER 6, 2023

Customer service is the lifeblood of any business. It’s the bridge that connects consumers to products and services, and how companies handle customer inquiries and issues can make or break their reputation. This accessibility can help businesses tap into new markets and serve a more diverse customer base.

Customer Service 64

Customer Service Chatbots Analysis Customers 64

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Treat the Customer Journey as a Product.

Self Service 95

Self Service Customer Journeys Touchpoint Analytics 95

Kustomer

JUNE 1, 2023

Now is the time to ensure your customer experience strategy includes data driven personalization. Personalized customer service is when a company, customer service agent or chatbot provides tailored experiences to each individual customer, based on their specific preferences, behaviors, wants and needs.

Data 78

Data Customer Service CRM Customer Service Strategies 78