Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. We’ll also show you how technology can help you automate your engagement strategy. Reward Customer Loyalty.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

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. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Grow customer base.

Omni-Channel 229

Omni-Channel Chatbots Social Media Software 229

Totango

SEPTEMBER 11, 2020

However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. . Engaging Customers, Both New and Established. Onboarding Clients.

Customer Engagement 81

Customer Engagement Engagement Data Software 81

Wootric CX Blog

NOVEMBER 24, 2020

A common issue that marketers face when adapting to a changing market is maintaining and increasing customer engagement. . In lieu of in-person interaction, remote businesses rely on social media marketing to increase engagement and direct more traffic to the website. Know Your Customer Base. A Social Media Audit.

Customer Engagement 52

Customer Engagement Engagement Social Media Customers 52

Oracle

MAY 21, 2021

The Americans with Disabilities Act (ADA), 21st Century Communications and Video Accessibility Act (CVAA) , and other laws forced companies to make their stores, marketing campaigns, and other aspects of their business more accessible to people with disabilities. Visual considerations.

Engagement 92

Engagement Marketing User Experience Video 92

Oracle

APRIL 29, 2021

The Americans with Disabilities Act (ADA), 21st Century Communications and Video Accessibility Act (CVAA) , and other laws forced companies to make their stores, marketing campaigns, and other aspects of their business more accessible to people with disabilities.

Engagement 89

Engagement Marketing Video User Experience 89

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

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. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Sales 71

ChurnZero

FEBRUARY 4, 2022

Engaging your investors starts by understanding what they care about. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. If perceptual or stylistic barriers are holding you back from engaging with investors, reframe your story. Customer retention.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

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

Totango

SEPTEMBER 15, 2020

The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Engaging your stakeholders , whether they are high or low influence, can not only drive growth but also turn stakeholders into enthusiastic champions of your product.

Communication 70

Communication Engagement Net Promoter Score Competitive Advantage 70

ClientSuccess

NOVEMBER 24, 2021

Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Your customers can be your biggest advocates, your biggest cheerleaders, and some of your best resources for growth – if they’re engaged correctly. Communities can: Provide a way to showcase the great work your customers are doing.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

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

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

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. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Customer Success 71

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. But how do we make this transition?

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

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. Elevate your social media engagement strategy Marketing for interior design businesses thrives on visual appeal and engagement.

Marketing 109

Marketing Social Media Advertising Tips 109

Ecrion

DECEMBER 3, 2019

So, in this article, we’ll delve into customer engagement vs customer experience argument. Let’s dive into the nitty-gritty of this blog post! Customer Experience. In simple terms, customer experience is how the customer rates the journey they’ve had with your company.

Customer Engagement 52

Customer Engagement Engagement Customer Experience Customers 52

Education Services Group

FEBRUARY 14, 2021

How many CSMs would it take to walk each and every one of your new customers through a detailed tutorial of your product, one-on-one? Now, how many would it take if you grow your customer base by 50%? While it may sound dramatic, it’s not a far-fetched scenario for some SaaS companies. Would you like help?

Tools 52

Tools Software Engagement Video 52

Bold360

APRIL 12, 2021

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. How is customer engagement changing in the new normal? As long as customers are getting the information they need quickly, they’re happy to adopt self-service approaches.

Self Service 52

Self Service Customer Engagement Trends Engagement 52

ChurnZero

FEBRUARY 26, 2021

Set crystal-clear rules of engagement between Sales and Customer Success. Whether you think Customer Success or Sales should own the renewal is not as important as having rules of engagement between these two customer-facing teams. “I Blog: The SaaS Debate: Who Owns the Renewal and Upsell?

Customer Success 59

Customer Success Company Management Roadmap 59

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

Totango

MAY 17, 2024

Economic pressures are compelling companies to rethink their strategies, with a heightened focus on both acquiring new business and nurturing existing customer relationships to drive revenue growth. Connect engagement to communications Record your calls! Tools like Chorus and Gong.io Tools like Chorus and Gong.io

Innovation 96

Innovation Call Recording Conference Tools 96

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement Effort Score 52

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 104

Customer Success Effort Score Touchpoint Customers 104

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

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. There are many ways to engage with your customers.

Travel 52

Travel Tourism Communication Company 52

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

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC.

Communication 101

Communication NPS Case Study Metrics 101

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Make Your Company Relevant .

Return on Investment 74

Return on Investment Competitive Advantage ROI Effort Score 74

ClientSuccess

FEBRUARY 8, 2023

ARPU : the average revenue per user (ARPU) looks at the total revenue your customers are bringing in averaged out across all of your customers. If your company is B2B, this could be interpreted as average revenue per logo. For example, if a customer purchases 20 licenses but uses only 5, the license utilization rate is only 25%.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

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

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Innovation 86

Innovation Video CRM Customer Success 86

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. Example of NPS Website Visitors Survey From Ecommerce companies and SaaS services to physical product businesses , customer feedback is extremely valuable.

Net Promoter Score 78

Net Promoter Score NPS Effort Score Ecommerce 78

Strativity

JANUARY 24, 2018

The value and importance of an engaged workforce is imperative now for any brand. Engaged employees understand the company’s goals and customer base, which can have a great impact on customer experience and brand loyalty. Murphy: There are many factors impacting engagement levels within organizations.

Engagement 45

Engagement Customer Experience Employee Engagement Groups 45

Clicktools

MAY 24, 2017

The answer might not be as complex as you’d think—in fact, the concept is simple: a growing number of companies are turning their loyal customer bases into engaged communities to boost CX. Customer Experience versus Customer Engagement versus Community Engagement. Customer engagement.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

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 96

Self Service Customer Journeys Touchpoint Analytics 96