Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. However, as the focus on retention and expansion to drive growth has become more pertinent, the role of CS has also sharpened to focusing more on driving and ensuring customer value.

Sales 71

Sales Customer Success Communication Leadership 71

Pointillist

SEPTEMBER 26, 2018

Most organizations now report having some level of customer experience measurement program in place. But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. By Swati Sahai.

Metrics 65

Metrics Net Promoter Score Customer Experience Effort Score 65

NICE inContact

SEPTEMBER 20, 2019

But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky. Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment.

Contact Center 159

Contact Center Call Recording ROI Report 159

Kayako

MARCH 9, 2017

For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Customer support directly relates to helping customers use your software effectively.

Self Service 178

Self Service Customer Service Roadmap Customers 178

Magellan Solutions

MARCH 5, 2023

As a business expands, it often needs to broaden its product lines and services just to meet the increasing demands of its customers. Among them are customer expectations, performance metrics, issues with the service, performance levels, and abandonment rate. Customers hate waiting. What Is a Service Level Agreement?

Average Handle Time 98

Average Handle Time Abandon Rate Metrics Telecommunications 98

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 102

Customer Journeys Customer Success Net Promoter Score B2C 102

SurveySparrow

APRIL 19, 2024

You can hook your customers by creating conversational surveys with a 40% higher response rate! Key Features Conversational Interface: As I mentioned, it makes you feel like you’re chatting with your customer. Engage your audience with chat-like forms and reap a higher response rate and improved customer satisfaction.

Tools 52

Tools Analytics Data e-support 52

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Customer success metrics you should track.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

ChurnZero

OCTOBER 8, 2021

How to Map Your Customer’s Vector Path To Determine Whether They’re Heading in a Positive Trajectory. 58% of businesses focus their customer experience strategy on increasing value for their customers. To do this, Customer Success teams are using Customer Success vectors.

Effort Score 98

Effort Score How To Metrics B2B 98

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it? Metrics, You Say?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

Experience Investigators by 360Connext

AUGUST 9, 2022

Can this principle apply to customer experience? Not only do I believe the answer is a resounding “Yes,” I’ll go so far as to say it’s imperative to customer experience success. That’s why CX leaders must do everything they can to be proactive about their customer experience strategy. And if not?

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Education Services Group

JULY 1, 2022

The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. The role that empathy can play in helping deliver value to our customers. Customers want value. Customers need reliability.

Customer Success 52

Customer Success Metrics NPS Data 52

CloudCherry

AUGUST 21, 2018

We get our happiness rankings from surveys sent out after our customer interactions in the queue. We get metrics from the actions that we take in the queue. As customers become more and more savvy, and our products become more technical and nuanced, shouldn’t we, too, be trying to level up our game and dethrone the king?

Customer Journeys 150

Customer Journeys Analytics Analysis Self Service 150

West Monroe

AUGUST 22, 2023

Is your Board—as owners and customers—aware of leading practices to protect the association as well as their own business against cyberattacks? What channels can small business customers apply for credit and how will each process need to be adjusted to collect the necessary information?

Banking 52

Banking Guidelines Financial Metrics 52

West Monroe

AUGUST 22, 2023

Is your Board—as owners and customers—aware of leading practices to protect the association as well as their own business against cyberattacks? What channels can small business customers apply for credit and how will each process need to be adjusted to collect the necessary information?

Banking 52

Banking Guidelines Financial Metrics 52

Fox Metrics

FEBRUARY 13, 2023

The Fox Metrics platform managed to identify these top trends in restaurant analytics through a robust analysis of thousands of restaurants. The rise of customization; it’s all about them. It’s all about image and video, with social media apps documenting many people’s daily routines.

Analytics 52

Analytics Trends Social Media Analysis 52

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Define Customer Health Score.

System 65

System How To Customer Success NPS 65

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Whether you’re a Customer Success leader who just came onboard with a new company or have been in the same leadership role for a few decades—do this exercise.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. What is customer lifecycle management in plain English?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. What is customer lifecycle management in plain English?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Experience Investigators by 360Connext

AUGUST 26, 2020

“Our top CX goal is to create an all-around customer experience.” When we do this, we set our leaders up for failure. “Let’s listen and respond to customers!” But as anyone who’s been doing this work knows, customer experience requires so much more than great intentions.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. The ESG Digital Customer Success Starter Pack includes: One-hour digital Customer Success maturity assessment.

Consulting 98

Consulting Customer Success Strategy Chief Customer Officer 98

Magellan Solutions

APRIL 3, 2024

Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. With BPO chat support, your customers can receive instant assistance through a user-friendly chat interface 24/7 at an affordable cost. Keep customers happy with prompt and efficient service.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

SurveySparrow

DECEMBER 29, 2023

When it comes to business competition, offering an exceptional customer experience (CX) is an absolute must. An outstanding CX is the heart of customer retention and a key strategy for customer acquisition. What is the Customer Experience Roadmap? Why Build a Customer Experience Roadmap?

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

Consulting 89

Consulting Customer Success Strategy Chief Customer Officer 89

Comm100

MAY 7, 2019

In the same way, the standard of customer experience that consumers expect isn’t achieved without technology to bring together disparate channels and make consistent, seamless experiences an easy thing to achieve. Read on for my full checklist of five criteria to help you find the best customer experience platform for your business.

Tips 143

Tips Omni-Channel Knowledge Base Customer Satisfaction 143

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. And it addresses what’s coming next to best meet customers’ needs. Why base them on data that will quickly become outdated? Those deserve higher priority.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

CustomerSuccessBox

JUNE 8, 2021

TL;DR: Customer success is one of the top 10 fields for employment in the tech sector and the Most Customer success departments have different structures to suit each of their unique requirements consisting of a Vice president of Customer Success or Chief Customer success officer, Director of Customer Success and Customer success managers.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

Totango

DECEMBER 10, 2020

Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business. In today’s web-based business world, clients are able to view other product choices with astonishing ease, while competitors are constantly prowling for new customers with high profile marketing campaigns.

Customer Journeys 71

Customer Journeys Loyalty Case Study Metrics 71

ShepHyken

JANUARY 18, 2022

Investing in Customer Experience and Success Teams. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. Tools: The world has changed in terms of how we speak to our customers. The Four CX Pillars.

Average Handle Time 75

Average Handle Time Customer Journeys Sports Customer Experience Management 75

CustomerSuccessBox

DECEMBER 13, 2021

He’s one of the Top 100 Customer Success Strategists. SuccessHACKER is a Customer Success advisory firm focused on providing education, recruiting, and consulting to high-growth companies. Here, he talks about the steps to get a perfect customer onboarding. What are the ingredients of a perfect customer onboarding ?

Sales 52

Sales Tips Measurement Customers 52

Gainsight

APRIL 26, 2022

Similarly, many enterprise organizations feel a sense of accomplishment once they have established a customer success team. After metric-based customer success strategies have been put in place, companies typically enjoy a meaningful increase in their net retention rate (NRR). And why not? They are finally in the game!

Strategy 92

Strategy Customer Success Effort Score Software 92

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Call Experts

JANUARY 29, 2020

Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. With all of these items to monitor, it’s easy to forget to prioritize your customer’s journey. . How can you monitor your customer experience?

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

CustomerSuccessBox

APRIL 26, 2022

So, if you’re a B2B SaaS firm, you might want to consider using customer onboarding software to mitigate these problems. Choosing a new customer onboarding software can be a lengthy and complicated process for some customer success teams. Benefits of a Customer Onboarding Software. Decreased Customer Churn Rate.

Software 52

Software B2B Customer Retention Analytics 52