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

Beyond Philosophy

JULY 14, 2015

Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think.

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

Alida

JUNE 30, 2017

Here are three of our biggest takeaways from the two-day conference in Marina del Rey, California. Reinvent the brand-customer relationship. To remain ahead in the luxury market, Cadillac is putting customers in the driver’s seat and accelerating its efforts to improve the end-to-end experience.

Automotive 138

Automotive Industry How To Customer relationships 138

GlowTouch

AUGUST 20, 2021

The Association made the announcement based on how GlowTouch helped a long-time client increase market share, per-customer revenue, and customer retention rates. An independent assessment of overall provider capabilities focused on its Top Customer References and top area of provided service in Customer Relationship Management.

First Call Resolution 52

First Call Resolution Contact Center Social Media Knowledge Base 52

Joe Rawlinson

DECEMBER 13, 2018

Lead generation : Marketers who customize content can expect to generate more leads than their less agile counterparts. Customer retention: The last benefit is critical since personalization improves customer loyalty and turns consumers into brand advocates. Measure Results. Contact him on Facebook and Twitter.

Strategy 111

Strategy Marketing Social Media Consumers 111

Beyond Philosophy

MARCH 10, 2015

The strategy above works great for most businesses to business and business to customer relationships. Most of all, it offers an opportunity for your customer to decide what to do and strengthens the relationship between you…most of the time anyway. Elton John said, “Sorry Seems to Be the Hardest Word.”

CEM 60

CEM Policies Customer Retention Conference 60

ClearAction

OCTOBER 16, 2019

conference and in his article, Welcome to Churn Nation, The 9th Biggest Country in the World You’ve Never Heard of — But Are Living In. He said: “Warning: Losing customers can damage your wealth. Strong customer experience performance in the post-purchase phases yields better customer references, case studies, and referrals.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

ijgolding

MARCH 28, 2017

These panellists were not employees, or consultants, or CX ‘thought leaders’ – they were customers. I have witnessed customers or clients attending conferences or company events like this before. On occasion, I have interviewed customers in front of the people who deliver the experience to them.

Customer Experience 120

Customer Experience Customers Interaction Conference 120

NobelBiz

JUNE 19, 2023

Continuous Learning and Adaptation: Real-time management requires supervisors to stay updated with industry trends, customer expectations, and emerging technologies. Real-time monitoring provides the tools necessary to ensure an unmatched customer experience every time.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

ChurnZero

DECEMBER 28, 2021

Talk with any Customer Success leader or hiring manager today, and they’ll tell you that the demand for experienced Customer Success professionals is off the charts. With the pandemic proving the value of investing in Customer Success, organizations everywhere doubled down on their customer retention initiatives.

Conference 52

Conference Fashion Customer Success Trends 52

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. It is great to see but I also see problems, some of which I have written about before.

CEM 60

CEM CRM Conference Employee Engagement 60

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Case Study eBook Exercises 56

SmartKarrot

OCTOBER 10, 2022

As a Customer Success Manager, you will develop and deliver product demonstrations to prospective customers as well as to existing customers during in-person meetings, online sessions as well as at conferences, seminars, and other events. Support your team to build strong customer relationships.

Customer Success 19

Customer Success Roadmap Healthcare Conference 19

SmartKarrot

AUGUST 17, 2022

As a Customer Success Manager, you will develop and deliver product demonstrations to prospective customers as well as to existing customers during in-person meetings, online sessions as well as at conferences, seminars, and other events.

Customer Success 19

Customer Success Roadmap Conference Customer Centricity 19

Gainsight

JUNE 11, 2021

ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership. It’s a simple and effective change that will alter how you interact with your customers forever! Start the kick-off asking the customer to commit resources and time.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

PK

JUNE 5, 2018

Exploring how leading companies build responsive, dynamic experiences as part of an integrated strategy to nurture customer loyalty. The most exciting moment of the conference was taking home two awards for Lenati. Mehalchin shared insights on the strategic role personalization plays in the modern loyalty marketing context.

Loyalty Programs 40

Loyalty Programs CRM Loyalty Conference 40

SmartKarrot

JULY 27, 2022

Drive organizational process improvements for a world-class customer experience. Influence cross-functional business units to drive operational excellence and customer satisfaction. Represent Branch at relevant regional conferences and events.

Customer Success 19

Customer Success Leadership Conference Sales 19

Gainsight

JUNE 9, 2021

Who knew that we’d be able to offer a hybrid-style conference with over 20,000 attendees? The end of this part of the keynote came with a fantastic reveal: a new study is being released today on the subject of retention, and how it affects value, and revenue of publicly traded companies.

Entertainment 98

Entertainment Customer Success ROI Trends 98

Beyond Philosophy

MARCH 3, 2016

Delivering at promised levels on pricing, completeness, accuracy, timeliness, reliability, and consistency are minimum standards for building a foundation level of trust and helping to build the supplier-customer relationship. After all, your business partners represent your company and products to their customers.

Consulting 60

Consulting Loyalty Advertising Analysis 60

CSM Magazine

FEBRUARY 15, 2016

The free event brings together a host of retail experts and businesses to share best practice on how retailers can utilise technology to love their customers. Tony, recently attended the NRFs annual conference in New York and will be sharing his key takeaways, including upcoming retail trends, from Retails Big Show.

Retail 40

Retail Loyalty CRM Social Media 40

BirdEye

MARCH 24, 2023

We have mentioned a few key metrics and we’ll include those here along with additional key metrics to track: √ Sales growth √ Customer acquisition cost (CAC) √ Customer retention rate √ Conversion rate √ Pipeline growth √ Market share Tracking metrics is essential to making data-driven decisions to achieve growth objectives.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

SmartKarrot

NOVEMBER 8, 2021

Typically it starts with purchasing a product or service, goes through customer onboarding and deployment, and ends with post-contract service/maintenance. Thus, we can define customer success as “the set of activities that enhance the value of the customer relationship with their purchase.”

Customer Success 10

Customer Success Chatbots Net Promoter Score B2B 10

Ian Williams

MAY 13, 2016

Over the past few years, there has been quite a bit of discussion about the principle of sacking or firing customers. A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014.

Comparison 40

Comparison Course Customers Conference 40

SmartKarrot

JUNE 10, 2020

The customer success manager plays a critical role in the development of customers since he is responsible for guiding customers through the process of sales into the support stage. . Develop Strong Customer Relationship .

Customer Success 11

Customer Success Company Management Return on Investment 11

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

JANUARY 5, 2021

The trust and following of over 27,000 members in the Customer Success Community on LinkedIn is just the tip of the iceberg for Mikael. He is the Executive Director at The Customer Success Association and as the Director/Analyst of Mikael Blaisdell & Associates Inc. , Matt Myszkowski. Andrew Michael. Swati Garg.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

MAY 14, 2015

Self-service channels evolve every year to be a bigger part of your Customer Experience. If your channels’ design does not deliver a consistent Experience with your brand promise, it will damage your Customer relationships, creating a level of doubt in what might otherwise have been a trusting relationship.

Self Service 60

Self Service Exercises Analysis Call Center 60

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Customer Success 52

Customer Success Net Promoter Score Effort Score Chief Customer Officer 52

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

BirdEye

APRIL 7, 2023

Well, here’s how: Set up tracking goals: Your customer relationship management (CRM) software can be configured to determine how much money it costs to generate a single lead. Customer retention rate As much acquisition is important, retention is cheaper and more substantial in the long term.

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

ShepHyken

MARCH 27, 2018

About: Joey Coleman is an award-winning speaker at both national and international conferences, and author of “Never Lose a Customer.” A former criminal defense attorney, Joey has offered counsel and advice to small start-ups and Fortune 500 companies alike, and he’s an expert on developing customer retention strategies.

Customer Retention 86

Customer Retention Loyalty Customer Journeys Conference 86

SurveySparrow

APRIL 23, 2023

By targeting prospects more likely to become customers, you can allocate your resources more effectively, resulting in a better return on investment (ROI). Better Customer Relationships Generating quality leads and building demand involves understanding your target audience’s needs and pain points.

B2B 52

B2B Marketing Social Media Advertising 52

Kayako

MAY 12, 2016

Flavio’s great customer service tips are insightful, and he often writes about how call centers can up their game and create amazing customer experiences. Named one of Mind Touch’s top 100 customer success influencers of 2016 , you can find Sarah on Medium and Twitter. Customer support newsletters. Andrew Spittle.

Conference 120

Conference Tips Call Center Video 120

Optimove

JANUARY 16, 2024

OptiGenie : In November, we unveiled OptiGenie, a comprehensive AI-powered suite designed to empower brands in delivering highly personalized customer messages. This highlights our efficiency, customer retention, and enhancement of customer order value. It measured the value, benefits, and cost of using Optimove.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey. About CSM Practice.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59