Gainsight

APRIL 2, 2021

Yet, one cohort of CS leaders exists that I’ve found to truly be special snowflakes: Customer Success teams in companies that employ Product-led Growth strategies. As with all Gainsight events, we opened up with an icebreaker themed to our company value of “Child-like Joy”: “What’s the first vacation you plan to take post-vaccination?”

Customer Success 52

Customer Success Handbook Software Groups 52

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. High maturity—Measure on financial outcomes for your company (e.g.,

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Comm100

NOVEMBER 5, 2020

For your company to thrive, your departments and the teams that comprise them must be on the same page at all times. As a self-serve tool, external knowledge bases are available 24/7 and save companies valuable time and resources by reducing the amount of incoming chat requests, calls, and emails.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

Gainsight

NOVEMBER 10, 2021

Let’s face it: Successful SaaS companies don’t operate the way they used to. Read on for an introductory taste of product-led success and a preview of our in-depth guide, “Product-Led Success: The Professional’s Handbook.”. How can your company benefit from product-led mastery? What is product-led success?

Handbook 52

Handbook Roadmap ROI Strategy 52

Gainsight

JUNE 11, 2021

Major Takeaways: We’re seeing five PM trends: salaries and hiring are rising, career paths are widening, companies are becoming product-led, tools are becoming no code, and lifelong learning is a must. Companies report that when they are asked for value analysis from their customers, they are unable to provide it.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

ProProfs Chat

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. To make customer service worse, British Airways replied something straight out of things that you should never say on “Twitter handbook” . Your business accomplishes the goal of a higher ROI, as your customers keep on coming back. Annually, U.S.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

SmartKarrot

NOVEMBER 16, 2022

Client success occurs when your clients perceive the ROI (return on investment) they seek from your offering. It is they who need to build long-term relationships with clients on the behalf of their company. When customers contact someone in a company they need to be heard. Predictive and expectation management.

Handbook 10

Handbook Customer Success Chief Customer Officer Analysis 10

SmartKarrot

OCTOBER 16, 2020

70 percent of the clients churn away from a company when faced with poor customer service. Let me put it this way, Say, a garment manufacturing company began with 5000 customers on the 1st of January 2020 and had 4500 clients by 31st December 2020, the attrition rate would be 10 percent. Poor Revenue and ROI.

Measurement 10

Measurement Handbook ROI Return on Investment 10

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Arie Goldshlager.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Arie Goldshlager.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ImprintCX Articles

MARCH 5, 2024

.” – Eric Ullman, CCXP Ask 10 different people to define CX, and you will likely get 10 different answers that are close but not entirely accurate: the service a company provides to customers, the experience a customer has with customer support when there is a problem, how a company treats its customers, how a company makes customers feel, etc.

Brands 52

Brands Customer Experience Management Customer Centricity 52

Michel Falcon Experience

AUGUST 18, 2014

Often, companies confuse onboarding with training. Say yes or nod your head if you felt lost during your first few days with your past or current company. Similar to how a company will map out and design their customer experience, you must do the same for your employees. Warby Parker does this very well. Email to the masses.

Handbook 123

Handbook eBook Training Exercises 123

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Even now, we are still seeing that the majority of companies don’t take advantage of their data and strategic decisions are based off anecdotes and assumptions.

Data 59

Data Customer Service How To Contact Center 59

Comm100

NOVEMBER 14, 2017

Should My Company Be Driving This? Author of The Service Culture Handbook. While searching for ways to improve your skills, remember what is available within your own company and ensure that you are taking advantage of it wherever possible. Each activity focuses on a particular area of learning and comes with suggested debriefs.

Resources 109

Resources Customer Service Customer Service Training Course 109

SurveySensum

JULY 14, 2020

He has been named as one of the world’s ‘Top 150 Business Influencers’ by LinkedIn, and The Financial Times has recognized his company Beyond Philosophy as being one of the best management consultancies for two years in a row. She led CX company-wide for 11 years at Applied Materials. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Education Services Group

FEBRUARY 19, 2019

To keep up your business’ momentum and show your customers the ROI that you offer, you need to keep track of your TTV as a key metric. They have a need, they hire a company to meet those needs, and their needs are immediately met. Download our guide, Lead Nurture How-To Handbook. Why Measuring TTV Matters. Case Studies.

Measurement 40

Measurement Case Study Handbook Software 40