Gainsight

OCTOBER 22, 2018

It checked all the boxes for me—strategic thinking, working collaboratively, creativity, working with sales, and above all a total focus on giving the customer a great experience. When I left the world of product management to become a CEO, Customer Success was barely a gleam in my colleague Dan Steinman’s eye!

Sales 95

Sales Marketing Customer Success Customer Insights 95

ChurnZero

JULY 17, 2020

In some cases, the renewal process is owned by the Sales team (not the Customer Success team). Assuming that the Sales team owns the renewals, this blog will first address the question of which role within Sales should own the renewal process. Who in Sales owns the Renewal Process? Account Manager – A farmer.

Sales 59

Sales How To Net Promoter Score Chief Customer Officer 59

Magellan Solutions

MARCH 30, 2020

Closing a sale is perhaps the most difficult part of the sales process. Many businesses have learned the value of sales strategies. To close deals faster, it usually boils down to using closing techniques to seal a sales deal. The tactics of selling are crucial to any sales strategy. Sales Agent: I see.

Sales 52

Sales CRM Strategy Hospitality 52

delighted

MARCH 4, 2020

To understand what Customer Experience Management is, it’s important to first understand what exactly customer experience is. Customer experience (CX) is the overall perception of your brand in the eyes of your customer, based on the individual and accumulated interactions they have with and about your brand.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

CSM Practice

APRIL 16, 2019

In this blog, I’m going to share best practices and proven tactics to help your company increase new business deals, accelerate your sales cycle and increase net retention rate using best of breed advocacy playbooks for Customer Success teams. In the customer success word we use the term “advocate” to define a customer who t?

Customer Success 55

Customer Success e-support Customers Management 55

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. InMoment believes that sharing your wins, whether that is increased sales, increased customer acquisition , or increased net promoter score , is the last step in how you prove the ROI of customer experience in your organization.

How To 260

How To ROI Net Promoter Score Measurement 260

Lumoa

SEPTEMBER 11, 2023

Booking tickets through the website, checking in online, and attractive introductory offers – all these contribute to customer experience even though the passenger hasn’t even reached the airport. This is the secret ingredient to retaining customers, increasing sales, and succeeding as an organization.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

InMoment XI

JULY 7, 2022

Essentially, brand equity is a measurement of how much customers trust your brand’s product over a generic, which can indicate how much more likely a customer is to pick your product over a generic brand. The better your brand equity, theoretically the better your company will perform in sales and public perception.

Brands 492

Brands How To ROI Social Media 492

Lumoa

SEPTEMBER 11, 2023

Booking tickets through the website, checking in online, and attractive introductory offers – all these contribute to customer experience even though the passenger hasn’t even reached the airport. This is the secret ingredient to retaining customers, increasing sales, and succeeding as an organization.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Totango

JULY 19, 2022

In order to keep customers happy, you need to be collecting as much data as possible, perhaps from multiple different sources, and then analyzing and applying that data to nurture customers, providing them with the resources and value they need when and where they need it. . Double Down on Your Customer Base with Composable CS.

CRM 89

CRM Customer relationships Customer Success Exercises 89

delighted

MARCH 4, 2020

To understand what Customer Experience Management is, it’s important to first understand what exactly customer experience is. Customer experience (CX) is the overall perception of your brand in the eyes of your customer, based on the individual and accumulated interactions they have with and about your brand.

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Comm100

JANUARY 9, 2018

As you continue focusing on addressing issues raised and building improved satisfaction and loyalty, you can expect to reap rewards in increased sales and market reputation! The best way to gauge satisfaction would be to use rating-based questions (NPS model) in your surveys and ensure that the information is as unbiased as possible.

Customer Satisfaction 205

Customer Satisfaction Survey Tips How To 205

Customer Bliss

MAY 9, 2018

Most important, it shifts conversations about this work from the internally driven attention to the achievement of sales or a survey score, to caring about customers’ lives. To care about “why” customer behavior changed as a result of their journey with you. Then move to specifics. And most importantly “WHY?”

ROI 245

ROI Customer Experience How To Leadership 245

CustomerSuccessBox

DECEMBER 13, 2021

What are the ingredients of a perfect customer onboarding ? It depends on your product and your customer base. When should you start customer onboarding? Pre-sales / Post Sales). It depends on your product, customer, and segment. Any tips on a handoff from sales to the onboarding team?

Sales 52

Sales Tips Measurement Customers 52

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

ChurnZero

APRIL 12, 2022

Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. These are great building blocks of customer acquisition.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ChurnZero

APRIL 27, 2022

The stages of value realization are definition, delivery, realization, validation, and optimization. Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. Definition. These can vary from product to product or from customer to customer.

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

ChurnZero

FEBRUARY 21, 2022

What is a customer advisory board? Here’s a standard customer advisory board definition: a customer advisory board is a group of trusted, hand-picked customers or influencers brought in by a business to be thought leaders and help the company gain key insights into their customer base.

Feedback 98

Feedback Loyalty Roadmap Customers 98

ChurnZero

JANUARY 10, 2022

One cross-functional relationship that absolutely cannot be ignored when it comes to SaaS customer onboarding is the relationship between Sales and Customer Success. CS teams should get as much as they can from the Sales team in order to be best prepared for this customer relationship.

Metrics 98

Metrics Customer Success Training eBook 98

CX Journey

SEPTEMBER 19, 2017

By definition, the mapping process is a collaborative effort that brings different departments together to build that initial assumptive map: for discovering, learning, and sharing. For example, think about buying a car: sales isn’t the only person/department involved; financing, service, parts, etc. Definitely not.

Customer Journeys 121

Customer Journeys Touchpoint Customer Experience Professionals Customer Experience 121

ChurnZero

JANUARY 18, 2024

Hence, the the role of a chief customer officer (CCO) which we define this way. What does the chief customer officer role encompass? A chief customer officer is an operational role responsible for all customer-facing activity post-sale. Champion a customer-centric culture throughout the company.”

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

Education Services Group

MAY 28, 2021

One way to help this process go smoothly is for sales and CS to work together during the handoff between pre-sales and post-sales. This transition is really key to getting all the pieces to fit perfectly together in a picture of blissful customer satisfaction. Working side-by-side with sales.

Customer Success 98

Customer Success Sales Customers Roadmap 98

Comm100

JULY 23, 2019

Can you imagine a customer service agent hanging up on you? How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever. MaximumOn assures our customers that their core live chat offering would always be available for their customers.

Communication 114

Communication Social Media Chatbots Customer Centricity 114

Vonage

MARCH 26, 2018

Providing a seamless omni-channel service that makes sense for your customer base is essential. To survive in the customer experience economy, businesses have to adapt to customer behavior. That includes letting customers choose how they want to get in touch. Here’s what we learned.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Gainsight

MAY 13, 2021

For this customer success guide, they interviewed and studied companies, products, and customers looking to clarify the market “definition, description, and direction” regarding customer success and management platforms. It’s definitely worth the read.

Customer Success 52

Customer Success Marketing Management Transportation 52

Integrity Solutions

SEPTEMBER 30, 2022

While recession fears and speculation continue to bubble up, the economy has been plugging along, and that means your sales could be through the roof right now. When costs eat into revenues and there’s no long-term expectation of things reverting back, it’s time to have that discussion about raising prices with customers.

Sales 57

Sales Leadership Communication Customers 57

Andrew Mcfarland

SEPTEMBER 23, 2022

Business development is a broad concept that encompasses all tasks related to generating leads and converting them into customers. This includes lead generation and nurturing marketing tasks and sales tasks. Business development is a process that helps a company develop relationships with existing and potential customers.

Fashion 48

Fashion Resources Sales Marketing 48

Gainsight

MARCH 2, 2022

At Gainsight, we always say that introducing a digital customer success strategy is definitely not something to be done on a whim; it takes careful planning, consideration, and execution. When our CEO, Steve Tzikakis, joined in 2020, he made huge investments in our customer success efforts. Plan Your Work and Work Your Plan.

Customer Success 98

Customer Success Effort Score Course Culture 98

CSM Magazine

JULY 2, 2020

The period of lockdown from which we are slowly emerging has been near catastrophic for industries like travel and hospitality, while businesses in other sectors, such as technology and gaming, have seen a huge boost in sales. The pandemic hasn’t changed these trends: it has accelerated them.” Focus on CRM experts. About the Author.

Travel 98

Travel Entertainment Hospitality Trends 98

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Did you ever face any difficulties in matching resources (people and budget) with the stuff noted on the customer journey map? TC : Yes, definitely.

Customer Engagement 110

Customer Engagement Customer Journeys Engagement Strategy 110

Comm100

JANUARY 9, 2018

As you continue focusing on addressing issues raised and building improved satisfaction and loyalty, you can expect to reap rewards in increased sales and market reputation! The best way to gauge satisfaction would be to use rating-based questions (NPS model) in your surveys and ensure that the information is as unbiased as possible.

Customer Satisfaction 100

Customer Satisfaction Survey Tips How To 100

ChurnZero

JULY 9, 2021

But by putting in the upfront work to clearly define your range of customer fit, you can avoid both customer heartaches and headaches – building greater trust across your market, customer base, and organization. In this article, we’ll cover: What’s an Ideal Customer Profile? Who Should Define Your ICP?

Customer Journeys 75

Customer Journeys Customer Success Sales Social Media 75

Team Support

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. 1 So, for to continue to flow, customers must continue to use your products. Download the report.

Effort Score 98

Effort Score B2B Customer Success Metrics 98

Gainsight

SEPTEMBER 29, 2021

You need to understand what is going on in your customer base according to past predictors and current trends. Can you tell when a green customer is about to churn? It can be a definite asset if you have a background in data management systems, data analysis, or a degree in operations management.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. 20 Interview Questions to Ask Your Customer Success Manager Candidates.

Customer Success 72

Customer Success Customers Sales Management 72

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us. Account Management / CS Sales.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

BirdEye

JULY 3, 2023

Affiliate marketing is when a business engages with an influencer or publisher to generate more sales using its already established network. The affiliate links track the conversion and sales from one website to the next. This makes it difficult to forecast revenue if your business is relying on the affiliate marketer to make sales.

Sales 98

Sales Marketing Social Media Video 98