PK

SEPTEMBER 18, 2019

With customers – and particularly Millennials – assessing products and services on their overall experience with the company, the post-purchase experience has become as important as the product itself. The answer: invest in customer success. So what are tech companies to do? Keep reading to find out! ADOPTION & ACTIVE USE.

B2B 49

B2B Customer Success Social Media Video 49

ClientSuccess

MAY 23, 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. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 51

Customer Success Management eBook Software 51

Gainsight

OCTOBER 17, 2023

Customer Success professionals are under more pressure than ever. Secure more renewals and customer expansion opportunities. Here’s the thing: The economic headwinds and premium on efficiency mean company leadership is asking Customer Success Managers (CSMs) and other customer-facing teams to do more with less.

Resources 52

Resources How To Video Course 52

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. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Software 40

Software Customer Success Marketing Sales 40

Kayako

AUGUST 22, 2019

At a high level, the customer journey looks like the following five steps we identified in the previous post – Awareness, Research, Evaluation & Trial, Purchase, and finally Customer success and Support. Customer Success & Support . Customer Success & Support . Customer Success.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

Gainsight

JUNE 10, 2021

They were our lifelines and connections to the outside world. August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Most of all, Gainsight set its team members up for success. Leading the Charge.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SmartKarrot

JULY 27, 2023

Customer success conversations are key for all businesses as they foster healthy customer relationships, drive customer satisfaction, provide valuable insights and uncover revenue opportunities, and facilitate continuous improvement. Prioritizing such conversations helps businesses walk towards long-term success.

Customer Success 10

Customer Success Entertainment Guidelines Communication 10

BirdEye

MAY 3, 2021

We’re focused on helping businesses collect reviews, get discovered online, get connected with customers, and get the feedback they need to offer great experiences. . Of course, our low churn rate also shows how valuable the products that we’re offering are during our current time. Watch a free demo. Thanks for having me.

Software 94

Software How To Automotive System 94

Solvvy

JULY 13, 2022

Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy. For example: Customer Self-Service.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

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. Making a connection with the customer is essential before they’re onboarded. You can do this by giving demo videos or in-product training guides.

Strategy 52

Strategy Customer Retention Video Resources 52

SmartKarrot

JUNE 9, 2022

Did you know that 40% of customers on social media expect the brand to respond to them within an hour? For a company to genuinely offer a great customer experience, it is necessary to connect with the audience. How to Use Social Listening to Improve Customer Success. For example- Take the case of customer success.

Customer Success 10

Customer Success Social Media How To Fashion 10

SmartKarrot

JANUARY 25, 2022

We have recently seen marketing departments in SaaS companies concentrating more on marketing programs to engage existing customers. These programs got the name of customer marketing. . Customer marketing is one of the key functions of an organization. On the other hand, customer success has been around since early 2009.

Customer Success 10

Customer Success Marketing Case Study Customers 10

SmartKarrot

JANUARY 10, 2022

That’s why as a customer success manager, your best achievement could be the list of customer success stories you’ve managed to compile. This makes storytelling a vital tool for connecting with customers, which, as many surveys prove, is the only way to customer satisfaction , aka retention.

Customer Success 10

Customer Success Case Study Banking Customers 10

ClientSuccess

SEPTEMBER 30, 2020

Who are the customers that use your product fearlessly, are forward-thinkers, and push innovation? It’s best to start with a wide range of individuals, and gain insight from Customer Success Managers (CSMs) and others who work closely with customers to determine who should not be included, and who the top contenders should be.

How To 75

How To Net Promoter Score Groups eBook 75

SmartKarrot

MARCH 3, 2021

On that note, promoting strong customer success emotional intelligence might keep you from these concerning numbers. That won’t only enhance your skills as a Customer Success Manager but also build a deeper connection with your customers. EQ Skills a Customer Success Manager should have.

Customer Success 10

Customer Success Management Fashion Customers 10

SmartKarrot

JULY 17, 2023

Customer Success is one of the most important key drivers of the long-term success and sustainability of a business across industries. Businesses require being proactive in ensuring that their customer achieves their desired result and fully realize the value of products and services for which they have made a payment.

CRM 10

CRM Customer Success Customer Relationship Management Tools 10

Totango

OCTOBER 3, 2019

Customers have more choices than ever, so it’s critical that you take a customer-centered approach and offer personalized customer engagement. The Importance of Personalized Customer Engagement . Imagine your business contracts with a video conferencing company so you can stay connected with customers.

Customer Engagement 68

Customer Engagement Engagement Software Communication 68

Totango

AUGUST 27, 2019

Loyal customers are more likely to try new products or features, which increases their CLV even more. This is an excellent strategy for the customer-centered economy: growth from within the current customer base. . And, of course, high CLV customers are good for your bottom line. Create a Community.

Customer Journeys 61

Customer Journeys Software Customers Loyalty 61

SmartKarrot

SEPTEMBER 23, 2022

Customer health cannot be measured in a solitary, simple area but can be divided into five key categories, including service quality, cost, and product packaging. A customer success health score is built using a vast array of variables. Decide on an objective that you wish to accomplish using the customer success health score.

Customer Success 10

Customer Success Effort Score Metrics Customers 10

SmartKarrot

SEPTEMBER 23, 2022

Customer health cannot be measured in a solitary, simple area but can be divided into five key categories, including service quality, cost, and product packaging. A customer success health score is built using a vast array of variables. Decide on an objective that you wish to accomplish using the customer success health score.

Customer Success 10

Customer Success Effort Score Metrics Customers 10

SmartKarrot

JANUARY 24, 2022

If you are a customer success leader with the ultimate objective of obtaining a C-level position, this blog is specifically written for you. . As a customer success leader, you have just reached one milestone in your career. Connecting with a board member for learning the nuances attached. What is C-Suite?

Customer Success 10

Customer Success Leadership Consulting Industry 10

SmartKarrot

DECEMBER 23, 2020

The customer success niche in itself could be seen as a daunting task, if not dealt with in the right manner. It can make your day even longer and mundane with the never-ending customer complaints barging into your space. Hence, it is the need of the hour to build resilience in your respective customer success teams.

Customer Success 10

Customer Success How To Customers Customer Centricity 10

SmartKarrot

JANUARY 12, 2021

With so many tech-companies supplying healthcare-related software products, customer success in healthcare has become an indispensable part. Customer success is as applicable in the service industry as it is in products. Customer success is as applicable in the service industry as it is in products.

Healthcare 10

Healthcare Industry Customer Success Trends 10

Solvvy

AUGUST 17, 2022

It’s vital to get to the bottom of why interactions are more difficult than they would like, but you can also walk through processes from a customer’s point of view and make some changes immediately. For example, make sure your contact information is easy to find and give customers the option to connect via a chatbot.

Net Promoter Score 102

Net Promoter Score Measurement Effort Score Chatbots 102

NetBase

MARCH 11, 2019

Of course not. And if that wasn’t impressive enough, as a worldwide Olympic partner, you can be sure Bridgestone had set the bar for success pretty high! Listening to – and trusting – what the insight revealed, GMR created custom audiences for the large nationalities Bridgestone wanted to connect meaningfully with.

Data 40

Data Social Media Travel Brands 40

UJET

DECEMBER 10, 2020

Contextual routing pairs real-time customer requests with notes from previous calls and communications to determine the best road to customer success. One of your customers found fraudulent activity on their account, and they call to put a hold on their account. Say, for instance, that you own a credit card company.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Contextual routing pairs real-time customer requests with notes from previous calls and communications to determine the best road to customer success. One of your customers found fraudulent activity on their account, and they call to put a hold on their account. Say, for instance, that you own a credit card company.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

SmartKarrot

FEBRUARY 21, 2023

Account Overview: Gather all important info about the customer relevant to account plan Solution: Identify potential solutions that support your customer’s objectives Account Planning: Decide course of action and plan out necessary tasks. Define value. Implementation: Agree actions, decide owners and due dates.

Management 10

Management Customer Success eBook Exercises 10

SmartKarrot

JULY 6, 2021

Today, in this blog, we will walk you through how an effective customer follow-up can take place with the help of these battle-tested ideas. How to Conduct Effective Customer Follow-up? Let u now look at these six effective customer follow-up strategies via a magnifying lens. Stay Connected Socially.

B2B 10

B2B Social Media Customer Success Customers 10

SmartKarrot

FEBRUARY 14, 2022

As a customer success manager, you spend a lot of time in customer meetings, sales calls, and product meetings. You need to connect with your customers and explain products in detail. Customers and other stakeholders need to listen to the CSM to know more about the company, product, pricing, and features.

Tips 10

Tips Customer Success Communication Connections 10

SmartKarrot

JANUARY 19, 2021

Only a fully satisfied customer will revert to you and will do more business. On that note, there are said to be four levels of customer satisfaction that stand as a testament to glorying customer success. On the third level, a customer served here is indeed delighted. That’s a Wrap .

Customer Satisfaction 19

Customer Satisfaction Customer Expectations Loyalty Effort Score 19

SmartKarrot

JULY 6, 2022

To create enduring connections with clients and colleagues in this dynamic environment, put up a few best practice courses on how to make the most of attendees’ time at conferences, dinners, and workplace gatherings. Investing in digital customer success is strategic and essential to promote scalability and efficiency.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

SmartKarrot

JANUARY 21, 2022

What is the one thing CSMs (Customer Success Managers) love to do apart from retaining the existing customers? Reducing churn, of course, along with, perhaps, word-of-mouth referrals! All these CS objectives can be achieved only if you can fulfill your customers’ needs. Multi-channel support is thus required.

Tips 10

Tips Customer Service Self Service Multi-Channel 10

SmartKarrot

AUGUST 2, 2022

It focuses on users’ online behaviors, including registering for a service, viewing a product demo , returning to the service after a long absence, and interacting with aspects of a good or service. ‍Of course, the implementation procedure can be adjusted when the range of needs inside the business changes.

B2B 10

B2B Analytics ROI Customer Success 10

SmartKarrot

APRIL 13, 2023

He writes extensively on topics such as customer success, customer health scores , reducing churn, account management and so on. With more than 25 years of teaching experience, he has extensive knowledge of the skills required by managers and leaders in the areas of Sales, Marketing, Key Account Management, and Customer Service.

Management 11

Management Consulting B2B Sales 11

SmartKarrot

DECEMBER 13, 2021

Of course, intelligent assistants have become a talk across the globe in recent times. For this particular reason, for the smooth functioning of any personal assistant, a reliable internet connection is a must. IVAs reduce dependency on human agents by handling routine queries, customer queries, and FAQs. Read to know.

Chatbots 10

Chatbots Omni-Channel Software Analysis 10