SmartKarrot

MAY 15, 2023

Key Account Management (KAM) is the art of strategically managing and nurturing these vital accounts, unlocking their full potential and driving long-term growth. In this blog, we present the top seven books for Key Account Management, carefully curated to provide you with a treasure trove of insights, strategies, and practical advice.

Management 10

Management Handbook Case Study Customer Retention 10

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Never get ghosted by a customer again. Or we can do it in chat, either way.”.

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

Magellan Solutions

MARCH 26, 2020

Hiring a virtual assistant for sales helps in converting leads and bringing in new clients faster. By transferring minor yet important time consuming tasks, your sales team becomes more efficient and productive. . And since better sales performance means higher revenue, it assures you of meeting your monthly goals. Data entry.

Sales 52

Sales Social Media e-support CRM 52

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales.

Customer Service 79

Customer Service Loyalty Programs Retail Loyalty 79

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. The sales team is representing the product as it is today and not as they hope it will be tomorrow.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Ian Williams

MAY 31, 2015

The customer experience ‘movement’ began in earnest around 15 years ago, with the first books on the subject being published shortly after the turn of the millennium. Customer Retention – Let’s start at the very beginning. Something was afoot. They most certainly had a ‘leaky bucket’.

Customer Retention 40

Customer Retention Insurance Customer Journeys Policies 40

ShepHyken

JANUARY 10, 2022

A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Customer Service Is the New Upsell by David Wagoner. My Comment: This article hits two areas.

Customer Service 74

Customer Service Loyalty Programs Loyalty Sales 74

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

Customer Success 106

Customer Success Strategy Management CRM 106

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? First, when introducing new products and services to existing customers, details and nuances get lost in transition. Here’s why. Well, do they?

Sales 68

Sales Customer Confidence Touchpoint Communication 68

Seaton CX

JANUARY 4, 2024

To them, it’s nothing sales can’t smooth over with a steak dinner and a $300 bottle of wine. Customer service teams are located offsite, or in the basement, using taped-together headsets and hand-me-down laptops. Professional services must complete projects to onboard customers and recognize revenue. Just kidding.

B2B 52

B2B Case Study Airlines Roadmap 52

SurveySensum

SEPTEMBER 4, 2019

What Steve Jobs is teaching us is that the secret of truly customer-centric companies lies in the ability to predict their clients’ needs and wants, and to build around it an omnichannel customer journey. And, how to engage customers to focus on the bottom-line growth – to achieve repeated sales from existing customers?

Customer Experience Management 70

Customer Experience Management Customer Experience Tips Management 70

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Tear down that wall : Pave the way for me to build relationships with the sales teams and channel partners.

Customer Success 52

Customer Success Customer Retention Customer Voice Report 52

Beyond Philosophy

NOVEMBER 10, 2014

Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Myra Golden

NOVEMBER 30, 2015

The Sale You’ve Been Waiting For Starts Now![CYBER Resources to help you retain more customers through expert complaint handling and WOW customer service. . Create customers for life and increase your profitability by deploying more that 50 immediate customer retention and growth tactics. CYBER WEEK].

Sales 40

Sales Training Customer Service Training Course 40

ijgolding

NOVEMBER 9, 2014

Anyway, I fell for the sale and accepted the ‘special offer’ Straight after ending the call I went online to your website to see that new members could get the same package but would pay £60 less – do you think I am a mug? and duly booked the time off work for the change of box.

Customer Experience 317

Customer Experience Customer Centricity Customer Journeys Customer Retention 317

BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. Customer referrals can also boost your credibility, optimize your sales cycle, and keep high-value customers engaged.

Examples 93

Examples Social Media Travel Software 93

CustomerSuccessBox

JUNE 21, 2022

To help you, we have compiled a list of the top 8 strategies that will enable you to carry out customer onboarding at scale. 8 Best Strategies for Customer Onboarding at Scale. Well-defined Sales-to-Onboarding Handoff. Making a connection with the customer is essential before they’re onboarded.

Strategy 52

Strategy Customer Retention Video Resources 52

BirdEye

MAY 1, 2023

Pricing accurately will support customer acquisition, customer retention, and profit maximization. Getting the pricing right for your products or services is especially important for local businesses that usually begin with low margins, high demand generation and customer retention challenges. Flat rate bias.

Strategy 98

Strategy Telecommunications Analysis Consumers 98

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? What goals, metrics, and tools does Customer Success Operations use?

Customer Success 81

Customer Success Metrics Customer Retention Tools 81

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention Strategy e-support Social Media 21

ClientSuccess

JUNE 8, 2022

As a modern customer success professional, you probably read all the books on delivering incredible customer experiences, follow all the thought leaders on LinkedIn who share tips and tricks on daily customer engagement, and check your favorite blogs regularly to stay up-to-date on industry trends.

Tips 52

Tips Return on Investment Effort Score Customer Retention 52

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. Keeping Customers results in a high increase in value.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ChurnZero

JUNE 10, 2020

But unplugging from it all and diving into a good book can, if only for a little while. Enjoy this list of must-read Customer Success books. . . A veritable blueprint for success in the new membership economy, this book is a must-have for organizations of any size. Never Lose a Customer Again.

Customer Success 69

Customer Success Sales Customers Loyalty 69

SmartKarrot

NOVEMBER 16, 2022

Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex. The dynamics of relationships are fundamental to SaaS (Software As A Service) sales. Enhance retention rate and decrease the churn ratio.

Handbook 10

Handbook Customer Success Chief Customer Officer Analysis 10

Kayako

NOVEMBER 10, 2016

Without after sales service or customer care, you’ll hit a point where the revenue you lose has greater impact the bigger you get. Churn is the term for customers asking to stop their subscription, or customer attrition. The customer! Understanding four customer personas to help you kill churn. Quick fixes.

Strategy 171

Strategy Customer Retention Hospitality Customers 171

West Monroe

MARCH 28, 2023

What’s more, recent market volatility and threats to banks around deposit run off only heighten the need for banks to adopt a balanced segmentation and portfolio management strategy—one anchored by data—that can help banks both attract and deepen relationships with their most valuable customers and mitigate risk of deposit runoff.

Banking 52

Banking Data Meeting Self Service 52

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. Who administers your customer systems (such as your Customer Success platform, CRM, or support desk)?

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

ShepHyken

OCTOBER 8, 2018

My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience. He has a library of customer service books, and in this article shares some of the quotes and ideas he underlined. ” Even what happens after the sale is made. .”

Customer Service 85

Customer Service Customer Retention Culture Tips 85

CSM Practice

SEPTEMBER 25, 2020

06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. 16:40 – Irit discusses a part of the survey result that shows companies are planning on letting customer success managers go or shrink.

Customer Success 85

Customer Success Survey Chief Customer Officer Customers 85

Strativity

AUGUST 19, 2014

Join Automotive Management Services, Inc. AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

CustomerSuccessBox

NOVEMBER 2, 2021

To manage them, you need different champions. Example- account managers, CSMs, other champions, internal teams, etc to manage your team. Once you have all these teams you must design an effective way to collaborate on accounts & share customers’ knowledge. Monitor and handle the Customer Onboarding process.

Customer Retention 52

Customer Retention CRM Customers Analytics 52

Gainsight

DECEMBER 15, 2023

Why CS Needs to Learn How to Speak CFO For years, we’ve been talking about your CS team being trusted advisors to your customers and doing the important work of helping them be more successful. Learn more in our blog, Customer Success Teams, It’s Time to Take Credit for Expansion Revenue. But don’t worry, this is a good thing.

Tips 52

Tips Leadership Sales Training 52

Michel Falcon Experience

JANUARY 16, 2020

And/or you can host a sales contest within your sales team to increase top-line revenue. that’s having a customer experience strategy! You become too focused on customer acquisition and neglect customer retention which is the primary reason why we want new customers in the first place!

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Comm100

MARCH 8, 2017

By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter. She is an expert on customer-centric leadership, and an active tweeter. Roy Atkinson.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Education Services Group

JULY 5, 2023

This stage of the customer journey map should focus on activities that build loyalty (no surprise there!). We’ve steered our customers into a sturdy steady state during Service, and we’re continuing to proactively check in, demonstrate value, and manage the conversations that need to happen to facilitate renewal.

Customer Journeys 52

Customer Journeys Loyalty Touchpoint Customer Success 52