West Monroe

APRIL 27, 2022

As business becomes digital, companies are upgrading to modern cloud-based core software platforms and solutions at an accelerating pace—fueling the continuous move toward SaaS solutions where customer retention, lifetime value, and annual recurring revenue (ARR) take the place of traditional sales metrics as key measures of performance.

Software 52

Software e-support Multi-Channel Industry 52

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success. VividCortex - Received $4.5M

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

ChurnZero

APRIL 12, 2024

Just as customer success is always evolving, so is ChurnZero’s customer success software. Feature Update : Chart and table enhancements for Customer Journeys What’s new : Your Journey Milestones and Tasks just got a facelift! How it makes a difference : Save time on segmentation review, search, and updating.

Course 52

Course Customer Journeys Groups Customer Success 52

Team Support

NOVEMBER 30, 2023

Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business. It’s also imperative that companies know which support channels work best for their business model and are most useful to their unique customer base. Interested in learning more?

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

ChurnZero

JULY 8, 2022

It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest.

Metrics 98

Metrics Customer Retention Course Customer Success 98

Talkdesk

AUGUST 30, 2017

Considering that customers have changed and companies have changed, it doesn’t make sense that the contact center software hasn’t changed to bring the two closer together. Companies can adapt to changing customers expectations and upgrade their tools in real time to suit those needs. It shouldn’t be like that.

Contact Center Software 40

Contact Center Software Contact Center Software Self Service 40

Kayako

NOVEMBER 30, 2018

But eventually, every growing business needs to find a solution to customer support—enter help desk software. Like any software today, help desks come in a wide variety of shapes, sizes, and feature sets. For one, a help desk brings some much needed scale and organization to your customer support. Affordable as You Grow.

Self Service 125

Self Service Multi-Channel Software Social Media 125

Totango

NOVEMBER 10, 2023

80% of net revenue comes from the customer base. The good news is that customer success leaders and teams are uniquely positioned to be the driving force in these growth efforts. Without it, your customers and you (as the provider) are likely to veer off course when the winds change.

Customer Journeys 97

Customer Journeys Customer Success Exercises Touchpoint 97

Gainsight

JANUARY 12, 2023

Besides the Taylor Swift Eras concert being epic, of course! CEOs Are Cutting Spend on Travel, Leases, and Software. Also, the de-emphasis on new software means that companies will have to double down on existing products and customer bases. So, I decided to get the scoop.

Travel 52

Travel Software Customer Success Measurement 52

Kustomer

JUNE 7, 2023

Like any playbook, it should contain a stock of methods and go-to tips firms use to provide great customer service and create their ideal CX. Building a loyal customer base doesn’t just happen overnight. As customer trends shift over time, so will the contents of a CX playbook. Through technology, of course!

Financial 98

Financial CRM Banking Effort Score 98

West Monroe

NOVEMBER 20, 2023

About the episode How do you define a strong customer success mindset and what are the benefits? Nick Mehta, CEO of Gainsight and Dhaval Moogimane, Senior Partner and High Tech and Software Industry Leader at West Monroe, discuss how digital businesses prioritize customer success for Net Revenue Retention gains.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

About the episode How do you define a strong customer success mindset and what are the benefits? Nick Mehta, CEO of Gainsight and Dhaval Moogimane, Senior Partner and High Tech and Software Industry Leader at West Monroe, discuss how digital businesses prioritize customer success for Net Revenue Retention gains.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

ClientSuccess

JUNE 26, 2019

From : Tyler Richards, Head of Mid-Market Customer Success. Company : Lucid Software. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? It’s our job as CSMs to understand our customer’s pain and consult on how to solve that pain. Question 1.

Software 40

Software Customer Success Marketing Sales 40

Gainsight

MARCH 2, 2022

Of course, if you need digital support materials such as videos about how to engage with us at different times, that’s fine. Barnes believes one of the keys to their success is they’ve created a hybrid approach: a dedicated CSM for each customer empowered by Gainsight’s tech stack. But digital-touch CSM saves the day.

Customer Success 98

Customer Success Effort Score Course Culture 98

AskNicely

NOVEMBER 24, 2016

Now of course, AskNicely is used by a massive range of businesses from power companies to airlines, but we still have a real sweet spot for the SaaS industry and that’s what I want to talk about. All of this gives some valuable customer data, but not quite the whole picture…. Keeping your finger on the customer pulse of your software.

Net Promoter Score 150

Net Promoter Score Tools Marketing NPS 150

CustomerSuccessBox

MARCH 10, 2022

However, they eventually realized their limitations, necessitating the use of customer success management software to automate the process. We’ll go over what these customer success automation challenges are and how to overcome them in the section below. Challenges of automation in Customer Success.

Customer Success 52

Customer Success Software Touchpoint Effort Score 52

PeopleMetrics

FEBRUARY 21, 2023

For example, a software provider might have previous CX reports that indicate customers find their subscription process confusing. Doing so will help you better understand what customers are doing, what they’re feeling, and what moments of truth they’re encountering. However, it’s unlikely every customer will.

Customer Journeys 117

Customer Journeys Customer Experience How To Net Promoter Score 117

Kustomer

AUGUST 19, 2021

Put simply, VoC is a process for listening to customers to create a better product or service and customer experience. Data from customers can be used in a variety of ways to make business decisions better suited to your customer base. Kustomer continues to improve the way businesses handle customer service.

Social Media 98

Social Media Voice of Customer Analysis Survey 98

Gainsight

JULY 25, 2022

For starters, when CFOs look to tighten their software budgets, they’re looking to keep the solutions that their team uses daily and that have an impact on Net Revenue Retention (NRR). If your product fuels critical business processes throughout your customer’s organization, then it becomes sticky—and so do your customers.

Strategy 64

Strategy Customer Success Roadmap Consulting 64

GetFeedback

SEPTEMBER 14, 2018

Fixing problem areas in your customer experience can yield the greatest benefits, including increased growth around revenue and customer advocates. In this post, let’s take a deeper look at the role customer effort plays in retention and churn, as well as how you can measure this throughout the course of a customer relationship.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Did they achieve these outcomes?

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

NobelBiz

MAY 9, 2023

Understanding Dialers and Dialing Strategies A dialer is a software application designed to automate the process of calling phone numbers by using predetermined calling and routing rules. – Source Let’s look at some of the most important benefits of using auto-dialer software. from 2021 to 2028 to reach USD 12.2 billion by 2028.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Team Support

NOVEMBER 30, 2023

Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business. It’s also imperative that companies know which support channels work best for their business model and are most useful to their unique customer base. Interested in learning more?

Omni-Channel 40

Omni-Channel Customer Service How To eBook 40

CSM Magazine

OCTOBER 14, 2022

Decision engines use data and analytics to identify the best course of action in a situation. This can help businesses take the guesswork out of customer service and ensure that every interaction is handled in the most efficient way possible. A decision engine is a piece of software that makes decisions based on data.

Customer Service 52

Customer Service Customer Service Representative Course Wait Times 52

Gainsight

JULY 7, 2020

Churn (the amount of revenue lost from a company’s existing customer base each year) is a metric that rises to the top of most SaaS leaders’ minds; it is one of the most commonly tracked metrics in SaaS businesses. Of course not. Companies that had a ‘CS Ops’ function and used CS-specific software tools also had lower churn.

Customer Success 97

Customer Success Management Metrics Software 97

West Monroe

FEBRUARY 19, 2024

But while smart grid technology such as digital sensors and distribution automation have advanced, so have customer expectations and regulatory requirements. In recent years, innovative utilities have started to deploy IT-based solutions by leveraging an agile software development lifecycle approach. Learn More

Self Service 52

Self Service Innovation Financial Software 52

GetFeedback

JANUARY 7, 2019

Today, 30% of customers expect to find live chat customer service on any company’s website. And as high as 62% of customers expect to chat with a representative via their mobile device. This means a large portion of your customer base that needs support will want to communicate through live chat.

Customer Service 225

Customer Service Feedback Resources Survey 225

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

Kustomer

NOVEMBER 1, 2021

Paolo emphasizes the importance of leveraging conversations via social media, live chat and instant messaging apps for various industries, to build customer relationships. Given his past experience and insightful courses, businesses would benefit from his advice in this episode. Intro Voice: (00:04).

Customer Service 97

Customer Service Social Media Customer Journeys Course 97

Gainsight

JANUARY 8, 2021

You can send enticing messaging that helps the customer maximize the value of the products they are using while encouraging additional products for consideration. . Our enterprise software customer utilized PX successfully across multiple products. Personalizing the customer experience across multiple products is easier in PX.

Customer Confidence 52

Customer Confidence Customer Retention Software Analysis 52

Kayako

OCTOBER 5, 2018

Immediate gratification and meeting high customer expectations are paramount. Technology is what got your customers to start feeling this way, and it is also the solution to giving them the best experience possible. The best way to do this is, of course, by leveraging technology. And who knows? Website Live Chat.

Customer Satisfaction 121

Customer Satisfaction Technology Customers Wait Times 121

Totango

NOVEMBER 21, 2019

How to Track Customer Satisfaction with NPS . Customer satisfaction metrics keep an eye on how customers are responding to your initiatives and whether any customers need support. Of course, happiness is subjective, so customer satisfaction must be rated along a continuum. What areas need improvement? .

Customer Satisfaction 91

Customer Satisfaction NPS Metrics Net Promoter Score 91

Totango

JUNE 30, 2020

And make sure you deeply understand your customer base, what they want and what they need, at this time. . Communication during a crisis begins with reinforcing the lines of communication and ends with a unique conversation about each customer’s path through their challenges.

Communication 126

Communication Strategy Metrics Customer Retention 126

CSM Magazine

DECEMBER 18, 2023

Lost customers mean lost profit. You must step up and provide your customers with what they want/need quickly and kindly during customer service interactions to keep your customer base happy and thus loyal. I am, of course, referring to social media. OTRS Group is a service management software developer.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

CSM Magazine

SEPTEMBER 3, 2021

They’ll use their creative minds to communicate, inspire, and inform prospective customers and your current client base about your products, your name, and your business values. Ultimately, you’ll want your customers and prospective clients to recognize your brand and associate it with positive things.

Brands 52

Brands Course Software Sales 52

Gainsight

JULY 5, 2022

A CS ops leader must have the above abilities, especially a complete understanding of the customer journey and the experience your company needs them to have. Data tracking is a huge part of the process, and that requires a customer success software platform with the capability to reveal actionable insights.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

CustomerSuccessBox

JUNE 13, 2022

Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities. Creating a devoted customer base. Customer intelligence insights aid long-term customer development.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52