Playvox

APRIL 21, 2023

Providing different channels as contact methods without monitoring for performance or quality means the customer experience could suffer in those channels without you even realizing it. Capacity planning, forecasting, and scheduling were all based on averages and educated guesses.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. So if you’re looking for answers on how best to manage customer renewals, then read on!

Customer Success 71

Customer Success Sales eBook Resources 71

Qualtrics

JULY 22, 2021

Learn why customer relationship measurement (CRM) isn’t enough - and why customer relationship health management is the new way to create impactful experiences. Customer relationships form the heart of any business, but how these relationships are managed is still a point of contention for many brands.

Measurement 26

Measurement Management Net Promoter Score Effort Score 26

ChurnZero

OCTOBER 26, 2021

It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. Every customer is different.

Customer Success 96

Customer Success Groups eBook Customers 96

BirdEye

AUGUST 21, 2020

Review your customer lists and identify those who have: Been loyal for the longest period of time Generate higher than average revenue Early adopters of any new products or services you offer Purchase more frequently than average. It must communicate a genuine message that you appreciate their support and value them. Start now.

eBook 85

eBook e-support Tips Chatbots 85

ChurnZero

JANUARY 10, 2022

Since successful onboarding really depends on providing the most value for your customers’ specific needs, it makes sense to train them on your products based on those needs. Segment your customers based on these needs, or based on other attributes that you think will be most helpful to drive a successful onboarding experience.

Metrics 98

Metrics Customer Success Training eBook 98

Gainsight

SEPTEMBER 1, 2022

To be sure, Product Managers spend a lot of time deciding which features need to be added to their product. But with multiple products and new urgent bugs and features to manage daily, it can be hard to focus on an organization’s bigger vision. And it addresses what’s coming next to best meet customers’ needs. Better budgeting.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ChurnZero

JANUARY 19, 2022

By going the extra mile to deal with customers that aren’t too happy, businesses can reduce churn and expand their customer base over time. Top 5 Tips on How to Deal With an Angry Customer. A customer that’s already angry won’t appreciate being spoken to in an uncertain or — worse — confrontational tone.

Tips 52

Tips How To eBook Exceptional Customer Service 52

ChurnZero

OCTOBER 26, 2021

It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. Every customer is different.

Customer Success 52

Customer Success Groups eBook Customers 52

ChurnZero

MARCH 31, 2020

Jeremy Jeffers from Untapped, an app that allows users to socially share and explore the world of beer with others, shared that as a global company, their internal communications surrounding affected areas was crucial. Customers who were highly active and engaged prior to COVID-19, may now be experiencing something completely different.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Quadient

JULY 25, 2022

Customer journey software enables a business to create a customer journey map which helps them to visualize the process a customer goes through to accomplish a goal. Customer journey mapping helps ensure that you’re aware of where and how to best deliver communications to assure they meet your customers’ expectations.

Customer Journeys 52

Customer Journeys Software Tips Touchpoint 52

CSM Magazine

FEBRUARY 6, 2019

Once you know which channels are driving calls and where an individual customer is in the buyer journey, you can draw conclusions and improve the way your team communicates. Having this information available aids the call handler’s ability to meet the caller’s needs through better service, making the customer likelier to buy again.

Customer Service 51

Customer Service Omni-Channel eBook Social Media 51

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Inbenta

JULY 6, 2021

Businesses already segment their customers by demographics, affinity, and a host of other criteria (including preferred language) in most other aspects of their operations. And bridging the gap between the various languages spoken in a given customer base through chatbots and other technology is high on the list for many organizations.

Chatbots 52

Chatbots Knowledge Base Multi-Channel Competitive Advantage 52

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

Centercode

AUGUST 8, 2019

But then we came to recognize how many technographic combinations there are within our customer base. All the different apps, different usages, different types of customers and customer needs. We’d never manage to ship ever again. The second ingredient is a central place for two-way communication.

eBook 72

eBook Feedback Communication Technology 72

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it?

How To 75

How To Net Promoter Score Groups eBook 75

ClientSuccess

NOVEMBER 16, 2017

We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience! From : Mieke Maes , Customer Success Manager.

Leadership 47

Leadership eBook Customer Success Roadmap 47

ChurnZero

APRIL 10, 2020

Client Onboarding Specialist or Manager). And although Customer Success is equally as focused on delivering outcomes, they prioritize long-term relationship building over agile management. Tracking sentiment helps indicate where your customers’ priorities lie. dence to own their role in the customer relationship.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

Qualtrics

APRIL 29, 2020

Digital commerce, content, account management, self-service and customer experience will all be tested against consumer expectations. The brands that thrive in this new reality will be those who have invested in digital transformation and more importantly, understand digital experience management.

How To 36

How To Effort Score Self Service Retail 36

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 40

Customer Service Self Service Poor Customer Service eBook 40

ClientSuccess

MARCH 8, 2018

Have Regular Customer and Product Meetings (Conversations). Customer success leaders and teams should have a regular cadence of meetings (conversations) with their product leaders. This one-two punch of customer success and product is instrumental in building a loyal customer base who understands the value of personal relationships.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

ClientSuccess

OCTOBER 3, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

eBook 52

eBook Customer Success Resources Culture 52

Confirmit

OCTOBER 18, 2018

Several key strategies come into play when it comes to preventing customer churn: Ensure you provide great channels of communication for your customers to get in touch with you when things go wrong, in the channel they deem appropriate. The Road to Success: Using CX to Conquer the Hearts & Minds of Customers.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. With so many priorities being juggled by the CSM team, time management and prioritization are key.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . CS and Product work lockstep to meet customer needs and wants. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Stella Connect

MARCH 20, 2018

These companies must ensure they have the right resources in place to consistently meet the sky-high expectations they’ve set while serving a rapidly expanding customer base. What will your agent-to-manager ratio be? We’ve seen agent-to-manager ratios run the gamut, from 1:5 to 1:20. Are you in the same situation?

Customer Service 55

Customer Service Contact Center How To Training 55

Talkdesk

FEBRUARY 13, 2017

Filling those call center jobs with the right people is extremely important in terms of maintaining a positive work environment and improving relationships with new and existing customers. It’s important for these agents to stay receptive to the managers and more senior members of their team in order for them to grow in their role.

Call Center 40

Call Center eBook Resources Contact Center 40

Waypoint Group

MARCH 31, 2015

but certainly needs a cross-functional communication structure to disseminate info from Support to Marketing, Sales, and Product teams. The rise of customer marketing also focuses on communicating with current install base to keep them successful, rather than trying to obtain new customers. What questions to ask?

B2B 40

B2B eBook Tips Groups 40

SurveySparrow

APRIL 11, 2021

They would hardly collaborate, and the only time they communicate with each other is to blame the other one. Thanks to an Account-Based marketing strategy, businesses understand the importance of the sales and marketing team working together. . Lead Scoring: In this, you assign points to leads based on specific parameters.

Strategy 98

Strategy How To Effort Score Social Media 98

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. Customer Success Leaders Share Best Practices.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We had our work cut out for us to build a Customer Success organization and process without really knowing much about our customer base.

Software 40

Software Customer Success Marketing Sales 40

Stella Connect

MARCH 20, 2018

These companies must ensure they have the right resources in place to consistently meet the sky-high expectations they’ve set while serving a rapidly expanding customer base. What will your agent-to-manager ratio be? We’ve seen agent-to-manager ratios run the gamut, from 1:5 to 1:20. Are you in the same situation?

Customer Service 40

Customer Service Contact Center How To Call Center 40

ClientSuccess

JULY 5, 2017

Understanding Post-Sales Lifecycle Management. After the customer signs on the dotted line and officially enters into a partnership with a vendor organization, there is a clear customer lifecycle that falls into place. Without regular engagement and communication, CSMs can miss an open door to an expansion or upsell opportunity.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. The Rise of SaaS and Customer Success. Paul’s first foray into the world of Customer Success included managing customers and delivering Market Research.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 113

Contact Center Tips Management Call Center 113