CSM Magazine

APRIL 15, 2021

Taking lessons from COVID-19, these resilient organisations share 5 common characteristics including ‘developing a culture that empowers people’ and ‘provides people with technology they need. Applying a strong brand story in conversations, at every opportunity, will deepen staff and customer engagement. About the Author.

Gamification 52

Gamification eBook Multi-Channel Brands 52

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. Voice of the Customer Voice of the Employee Case Studies eBooks.

Insurance 52

Insurance Case Study Touchpoint eBook 52

ShepHyken

MAY 15, 2017

D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D

Customer Service 69

Customer Service Airlines eBook Loyalty 69

Vonage

OCTOBER 22, 2015

We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: Ten Critical Technologies to Transform Customer Engagement ’.

Technology 120

Technology Customer Service Gamification Wireless 120

Beyond Philosophy

JANUARY 26, 2015

Customer centricity is not the result of a sweeping (and frankly, rather relaxed) standard issued by the government. Customer centricity is the result of cultivating a culture that puts the Customer at the heart of everything you do. All attendees will receive a discount code for 50% off the eBook.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

ClientSuccess

MARCH 20, 2019

The metrics I will cover are applicable to customer success departments and also to your entire company. We believe that customer success is not just a department, but a company mindset and culture. In this blog, I will cover the 4 high-level categories of customer success metrics. Customer Engagement.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

ClientSuccess

DECEMBER 20, 2018

Customer Retention Rate/Customer Churn Rate. To learn the formulas and definitions from above download our eBook called The Ultimate Guide to Customer Success Metrics. Compiled from feedback of the top customer success leaders in SaaS. Download: The Ultimate Guide to Customer Success Metrics. Quick Ratio.

Customer Success 49

Customer Success Strategy Customer Journeys eBook 49

Avaya

MAY 9, 2017

A successful digital transformation requires a shift in organizational behavior and cultural mindset. Our ebook, The Fundamentals of Digital Transformation, can help organizations get started. It means creating a strategic road map that outlines implementation and ongoing process improvement.

Customer Experience 76

Customer Experience eBook Government Leadership 76

ClientSuccess

MAY 8, 2019

Identify the features/feature sets that provide the most tangible value (“value features”) for your customers and deliver the outcomes they desire. Customer Engagement. Frequency of engagement a customer has with your team across a number of touchpoints (email, phone, meetings, chat). There you have it.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

Leadership 40

Leadership Customer Success eBook Culture 40

Bizagi

FEBRUARY 21, 2019

AgFirst Bank recognized that automation acceptance requires big cultural changes, so conscientiously took steps to ensure that they walked stakeholders through the new system. Technology was not the biggest issue… it was the cultural change,” says Bala Sivankoil, VP and Director of Application Development. .

Financial 67

Financial Tips Net Promoter Score Banking 67

ChurnZero

MARCH 6, 2020

Meaning that companies must take care of their employees before their employees can take care of their customers. Today’s conscious consumers value openness and transparency; they buy more than a product—they buy a company’s mission, values, and culture. In CMSWire’s article on building a people-centric culture, CX Journey Inc.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. I passionately believe that effective omnichannel customer engagement can’t be achieved without a customer centric business model. Yes, there is!

Multi-Channel 73

Multi-Channel Omni-Channel Customer Centricity Culture 73

Beyond Philosophy

JANUARY 28, 2015

This is effectively the culture of the organization. Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. What are the taboo subjects?

CEM 60

CEM eBook Conference Customer Centricity 60

ChurnZero

JANUARY 15, 2021

Customer Success will transcend the bottom of the funnel. We’ll move from simply a “post-sale” job function to a complete corporate culture that aligns our goals to the customer’s desired outcomes. More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

SEPTEMBER 15, 2018

When marketing and customer success teams are aligned on a high-level basis, it means that messaging and content can be consistent throughout the entire customer journey. It’s easy to lose sight of the fact that customers engage with both of these teams throughout their entire lifecycle with a company.

Customer Success 40

Customer Success Strategy Marketing eBook 40

ChurnZero

FEBRUARY 14, 2020

We run an ongoing user-generated content (UGC) campaign where if customers snap a team picture with their flag and post it on social media, we send them a cookie gift basket to “sweeten the relationship.” Customer Engagement (Testimonials, Referrals, Feedback). dence to own their role in the customer relationship.

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

PeopleMetrics

FEBRUARY 4, 2015

We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback. Real close. So snuggle up, friends.

Feedback 48

Feedback Customer Experience Net Promoter Score Customer Centricity 48

ClientSuccess

MARCH 20, 2018

“Helping customers achieve their desired outcomes with 100% integrity, commitment & conviction will lead towards retention, advocacy, and growth.”. Manager, Customer Success Operations. Monetizing CS at scale achieves best time to value and enables full customer engagement.”. Shreyan Mehta. Nora Paxton.

Customer Success 40

Customer Success Competitive Advantage eBook Customers 40

ClientSuccess

JANUARY 5, 2018

Knowing who is in charge of a customer lifecycle at every touch point makes it easier for organizations to control and manage customer engagement and communication. Engaging with customers in a clear, concise manner also makes it easier to spot issues or red flags. Ultimate Guide to SaaS Customer Success Metrics.

Customer Journeys 40

Customer Journeys eBook Customer Success Feedback 40

ShepHyken

SEPTEMBER 30, 2019

What is Customer Engagement: Strategy, Examples, and Tips by Brayn Wills. CustomerThink) Actively engaged customers spend more money, participate in branding initiatives, and often become your company’s best brand advocates. How To Boost Customer Retention Effectively Using Video by Koushik Marka.

Customer Service 18

Customer Service Contact Center eBook NPS 18

PeopleMetrics

MAY 30, 2015

If we pay attention to each step, and show some heart, then we can build our businesses together, with our customers. And as we keep improving, those tiny steps will combine into cultures based on commitment to building trusting relationships with customers. Want More? Keep up the good fight. (You

Customer Experience 48

Customer Experience Customer Journeys Net Promoter Score Effort Score 48

ClientSuccess

OCTOBER 10, 2017

Some metrics that CSMs should pay attention to during this stage include customer engagement numbers, types of content customers are engaging with (which often highlights the features they’re interested in), as well as interest in any marketing materials that deal with the customer success process or roadmap.

Metrics 40

Metrics How To Effort Score Customer Success 40

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Customer happiness and product features won’t float the bill. . James Scott , VP of Customer Success, ShootProof .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

InMoment XI

APRIL 3, 2024

This means prioritizing positive interactions with products and services, engaging with people online, implementing customer feedback, and more. A well-designed digital experience can increase customer engagement and interaction with a brand. References Fullstory.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Qualtrics

JUNE 6, 2019

Donald Miller – Miller is the CEO at StoryBrand and he helps companies clarify their message so customers engage through online courses and in-person workshops. Heidi Browning – Heidi is the CMO of the National Hockey League whose happy place is the intersection of media, tech, music, culture & hockey.

Brands 33

Brands Leadership Consulting Travel 33

ClientSuccess

OCTOBER 25, 2021

Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one. Leading Indicator 1: Customer Engagement. This first leading indicator measures how involved and active a customer is in your project plan. Ready to learn more? .

Customer Success 64

Customer Success Metrics eBook Measurement 64

Kustomer

JUNE 7, 2023

The customer is the lifeblood of the brand, and the modern customer has high expectations for its interactions with your company. Transforming your customer service into a company-wide customer experience culture is essential to delivering a CX strategy that not only meets but exceeds expectations, creating life-long brand advocates.

Trends 84

Trends Self Service Customer Experience e-support 84

ClientSuccess

OCTOBER 12, 2020

Build a customer success journey map: Understanding the entire customer journey from onboarding to adoption to renewal to growth is key for proactive customer engagement. You can learn more about proactive customer success with these other resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

Bold360

MARCH 2, 2018

If a goal for your organization is to shift to or maintain a customer-first mantra, it should be no surprise that creating that culture requires a good hard look at your current customer journey and, of course, your approach to service and support. How do your customers get answers to their questions? Are responses fast?

Self Service 63

Self Service Tips Strategy Multi-Channel 63

Kustomer

DECEMBER 14, 2021

Website downloads can include brand catalogs, ebooks, video tutorials, infographics, user manuals, coupons and more. This kind of content deepens customer engagement, heightens brand visibility, generates new customers and nurtures the customer journey from discovery to point of sale. Website Downloads.

Self Service 97

Self Service Tools Knowledge Base Chatbots 97

ClientSuccess

JULY 17, 2019

If your product requires a complete rebrand or refocus, it’s these areas of customer insight that can help direct success. . Customer sentiment. Customer advocacy. Customer engagement. Customer relationship. Customer ROI. #3: eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Company 40

Company eBook Metrics Course 40

ClientSuccess

JANUARY 4, 2019

This also gives your internal team another strong goal to work towards if a customer isn’t currently a reference or advocate. Customer Engagement. Customer engagement metrics are focused on your personal interactions and communications (emails, phone call, meetings) with your customers and key contacts.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

ClientSuccess

MAY 15, 2019

By doing this you can now create a process that is scalable and repeatable, or you can do something that is more custom – it really doesn’t matter where you go from there. But if you truly understand how your customers are defining success, you can be successful. Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 45

Customer Success Chief Customer Officer Leadership Culture 45

ClientSuccess

FEBRUARY 27, 2018

While it can be easy to onboard a customer and keep them stuck in a ‘customer-only lane,’ it’s important to realize that all departments have something unique to share with customers, and because of this the customer journey must travel between departments. What made the customer decide to renew?

Customer Journeys 40

Customer Journeys Metrics Case Study Customer Satisfaction 40

LiveChat

DECEMBER 27, 2016

Many customers leave a company because of poor customer service. To change that you need to implement a more customer–centric culture at your company. Forrester’s Customer Experience Index 200 , companies with a customer centric culture have a higher valuation compared to their competitors.

Marketing 51

Marketing Social Media Loyalty Programs Customer Centricity 51