inmoment

MARCH 24, 2020

The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. There are several means by which brands can communicate their commitment to squashing the coronavirus to customers. You can access it for free here!

Communication 40

Communication Social Media Brands Customer relationships 40

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

JUNE 22, 2022

This overarching question made our team at ClientSuccess go back to the basics of customer success to determine what exactly goes into every customer relationship that ensures retention, satisfaction, and ongoing loyalty. Here is the tried and true recipe: trust + communication = customer loyalty.

Loyalty 52

Loyalty eBook Customer relationships Customer Retention 52

Gainsight

JANUARY 4, 2024

Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. By empowering customers to make the most of its platform, Popmenu demonstrates value well beyond being a service provider to its customers.

Customer Engagement 52

Customer Engagement Engagement Self Service Customer Journeys 52

ClientSuccess

OCTOBER 5, 2021

Here are five critical customer success leading indicators your team should start tracking this year: 1.Customer Customer engagement: Regular, ongoing check-ins and communication with your customers is vital for fostering long-term value and building relationships.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Set Clear Expectations Don’t make the mistake of trying to stand out from competitors by promising customers the world. Automation can also be extremely useful for communication services.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ClientSuccess

JANUARY 12, 2022

Identify which of your customers would benefit the most from this initiative, and then thoughtfully and carefully pair your participating executives with their customer counterparts. Communicate and engage. eBook: Customer Success as a Culture: Customer Success Leaders Edition. Want to learn more?

Customer Success 75

Customer Success eBook Measurement Leadership 75

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

BirdEye

OCTOBER 3, 2023

Baer is the author of the bestselling book “Hug Your Haters” and has consulted with over 700 major brands on improving customer experience. Access the webinar here. Distinguishing between public & private complainers Every dissatisfied customer is unique, which means there’s no magic solution to making things right.

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full. A: I’ve found it to be very common that customers don’t know how to launch things, while, for us, these are pretty simple exercises to complete. appeared first on ChurnZero.

Sales 52

Sales Customer Success Tourism Roadmap 52

ClientSuccess

JUNE 1, 2022

Unfortunately, while these are all not directly related to customer success or customer relationship management, the CSM is on the front lines of these relationships and is often looked to as the leader in all things customer churn. How to prevent customer churn. Toolkit: Churn Management Toolkit.

Tips 52

Tips Roadmap Customer relationships Customer Relationship Management 52

Totango

AUGUST 16, 2022

Customer retention software is an app that promotes SaaS subscription renewals and reduces churn rates. For instance, a customer relationship management (CRM) app may be used to segment customers at risk of churn and reach out to them, serving as a CRM customer retention tool.

Customer Retention 100

Customer Retention Software Customer Success CRM 100

ClientSuccess

AUGUST 2, 2021

Ensure other team members are keeping customers in the loop. . As a CSM, you maintain the majority of back-and-forth customer communication, but you are not the only person involved from your side. It means establishing a mutual relationship based on two-way trust and communication.

eBook 68

eBook Customer relationships Customers Tips 68

ClientSuccess

DECEMBER 19, 2022

Onboarding Playbook: The onboarding playbook is essential for any CSM team, as it outlines the steps and processes that need to be followed when engaging with a new customer. Playbooks can save time and help CSMs provide customers with the best experience possible. eBook: CSM from the Trenches: Implementing Customer Success.

eBook 72

eBook Resources Customer Success Training 72

CSM Magazine

MAY 10, 2023

Understanding the Customer’s Needs The key to providing excellent customer service is understanding the customer’s needs. Forex companies should take the time to understand their customers’ goals, trading strategies, and preferred methods of communication.

Company 52

Company Customer Service Multi-Channel CRM 52

Experience Investigators by 360Connext

JUNE 22, 2021

Five ways to understand at-risk customers. You may not be able to stop all of your at-risk customers from leaving you, but you can learn a lot about how to avoid putting future customer relationships at risk! Identify what happens when a customer defects. Have a place to capture those stories.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

ClientSuccess

MARCH 23, 2021

As more companies announce they will continue remote operations indefinitely, customer success teams are either auditing their existing remote communications strategy or looking for ways to keep things running smoothly long-term. How is your team currently running video calls with customers?

Video 65

Video eBook Meeting Customer relationships 65

Alida

DECEMBER 14, 2017

In a recent webinar , Darrell Beneker, director of consumer insights at Aurora Health Care, shared how the company uses ongoing insight to inform customer experience (CX) initiatives that create a seamless end-to-end patient journey. Aurora Health Care is on a mission to help people live well. Get insight, STAT .

e-support 100

e-support Sports Healthcare Customer Relationship Management 100

ClientSuccess

JUNE 29, 2022

Here are a few tips for building a strong rapport with customers: 1. Establish strong lines of communication: All CSMs tell their customers to reach out if there are any questions or problems. eBook: How to Become a Great Customer Success Manager. But how often do you mean this? Want to learn more?

eBook 59

eBook Meeting Tips Customers 59

ChurnZero

AUGUST 14, 2020

Using third-party integrations to bring company-wide customer data into a central hub that’s designed to automate and optimize a Customer Success Manager’s output is when Customer Success really becomes a force to be reckoned with. Customer Relationship Management (CRM) Software. Webinar Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

Alliance by IFS

APRIL 24, 2019

Watch the on-demand webinar now to see how non-technical users without coding skills can build integrations. Your business has many moving parts – but how seamlessly do they communicate with one another? The post [ON-DEMAND WEBINAR] Intelligent Integration appeared first on Astea. Drive technology adoption and engagement.

Customer Relationship Management 16

Customer Relationship Management CRM User Experience Connections 16

CX Journey

AUGUST 24, 2017

I love attending webinars and reading articles about journey mapping because I'm always curious about how others talk about them, what their approaches are, what outcomes they've achieved, etc. Recently, I attended yet another webinar where the host touted great things about the content - but fell flat in delivery.

Customer Journeys 116

Customer Journeys Customer Experience Professionals Sales Customer Experience 116

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Team Support

MAY 28, 2020

Taking the relationship to the next level where you fight for a customer on the front lines during internal discussions may seem strange at first, but it can be well worth it when in the future the customer fights for you to win new business through referrals, testimonials, and more. so you can fund these efforts?

How To 72

How To Customer relationships Leadership Video 72

Natalie Petouhof

JUNE 15, 2015

Tweet Is your brand following any of these best practices for customer experience management? Find out more at this webinar on 6 steps to superb customer experience management and here’s the research paper on best practices in customer experience management, technology, roles and the strategy required for success !

Customer Experience Management 40

Customer Experience Management Technology Strategy Management 40

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 98

Customer Success Effort Score Tools Self Service 98

ClientSuccess

JULY 13, 2021

This is why we recommend prioritizing customers in a high-touch, low-touch system to ensure you are delivering the right communication experience to the right customers. Sure, your customers are investing in your platform and looking for a specific value from your services. Toolkit: How To Build Customer Loyalty.

eBook 52

eBook Customer relationships Customers Communication 52

ClientSuccess

APRIL 28, 2021

If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. When a customer account is moving smoothly, with no big issues or concerns, this may seem like a good thing to the discerning CSM. Here are a few ways to proactively avoid being ghosted by customers: 1.

How To 64

How To eBook Metrics Customer relationships 64

ChurnZero

SEPTEMBER 29, 2023

Celebrating positive customer behavior is one of the most effective methods for increasing product adoption and deepening customer relationships. Yet many customer success managers overlook this simple practice. This is in part because the urgency to save at-risk customers can be all-consuming.

Case Study 52

Case Study Course Knowledge Base Meeting 52

ChurnZero

FEBRUARY 28, 2020

You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. Q&A Recap.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Effort Score Communication Customer relationships 63

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. What is a Customer Engagement Strategy? These actions are the way we personalize our service to meet the demands of our customers.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

Totango

OCTOBER 6, 2020

How Customer Success Creates Value Using Data-Driven Measures. Customer success is vital to the success of an entire organization. Key things for customer success teams to concentrate on are personalized expansion opportunities, customer advocacy achievement, and churn prevention. . webinars, training, etc.)

Customer Success 106

Customer Success Customers Measurement Communication 106

SurveyGizmo

NOVEMBER 5, 2021

Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

Totango

FEBRUARY 14, 2020

Once a customer is ready to convert, they typically pass into the hands of the sales team , after which they are transferred to the team with whom they will build their longest relationship—the customer success team. The key to all of this is clear communication. Create a free trial account to get started today.

Customer Success 98

Customer Success Marketing Case Study Study 98

Totango

SEPTEMBER 11, 2020

Going beyond the simple tracking of analytics, data-based customer engagement enables companies to use customer data insights to categorize behavior patterns in order to solve problems, anticipate needs, and ultimately improve the customer relationship. Engaging Customers, Both New and Established.

Customer Engagement 81

Customer Engagement Engagement Data Software 81

SurveySparrow

DECEMBER 8, 2023

A lead is a potential customer in the early stages of the customer journey , showcasing a level of engagement that warrants further exploration and cultivation. It is a foundation for businesses to initiate meaningful interactions, ultimately converting this interest into a lasting customer relationship. Get that lead!

Social Media 52

Social Media eBook Survey Customer Centricity 52