ViiBE Blog

OCTOBER 28, 2021

Digital aspects have taken a significant role in marketing and it is essential for a company to understand its customers better in order to provide them with the best possible experience. Together, these elements will enhance customers’ experiences while interacting with the brand or product. What is digital CX? Read now 2.

Social Media 52

Social Media Roadmap e-support Video 52

Thematic

JULY 11, 2022

Goes beyond the surface Thematic analysis allows you to dig deep, with themes referring to the thoughts, motivations and ideas behind your data. Insights found via the analysis show how you can improve your product, customer service, or employee experience. Imagine you’re part of a camera company with thousands of product reviews.

Analysis 77

Analysis Roadmap Banking NPS 77

BirdEye

MAY 30, 2023

In business, competitive benchmarking creates a frame of reference so that we can see opportunities for improvement. Market changes, customer preferences, and competitor strategies all affect your growth. Market changes, customer preferences, and competitor strategies all affect your growth.

Social Media 92

Social Media Analysis Metrics Advertising 92

PeopleMetrics

FEBRUARY 26, 2018

End-user NPS feedback should be part and parcel with your software lifecycle management and product development process. Having NPS feedback influence your roadmap and communicating with your clients how you inject end-user feedback into your product investment themes will be met with great enthusiasm. How to get started?

NPS 96

NPS Net Promoter Score Company Feedback 96

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand. Tech support.

Customer Journeys 118

Customer Journeys Touchpoint B2B Social Media 118

ChurnZero

FEBRUARY 21, 2022

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 52

Feedback Loyalty Roadmap Advertising 52

Ecrion

DECEMBER 5, 2019

Customer service refers to direct actions that achieve customer satisfaction. The customer experience refers to what a customer goes through along each step. You have a direct influence on these matters based on the way you put together the right strategy. Here’s what you should know.

Customer Experience 40

Customer Experience Customer Service Roadmap Customers 40

BirdEye

AUGUST 28, 2023

Having a social media profile is one thing, but successfully implementing a strong social media management strategy is a different story for a business. That’s good news for you because you can get ahead of the pack simply with a profile picture and some social media management. Just answer to them and make them feel heard.

Social Media 52

Social Media Strategy Entertainment Multi-Channel 52

Gainsight

AUGUST 31, 2020

ServiceChannel is the number one facilities management platform that helps businesses source, procure, manage, and pay for facility maintenance and repair services. They provide a real-time, web-based view of service data with respect to all trades, locations, and contractors. ServiceChannel’s Progress.

NPS 52

NPS Effort Score Survey Roadmap 52

Retently

MARCH 5, 2024

It’s not just about the content of these emails but how they reflect your commitment to outstanding customer service, showing that you prioritize excellence in every interaction. Crafting responses that take into account the voice of the customer requires a thoughtful approach. Be timely : Respond promptly to feedback.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Customers are the source of budgets, salaries and dividends. Accordingly, customer-centered management is a fitting description of the new Principles of Corporate Governance.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

SurveySparrow

JULY 20, 2023

Every interaction, every click, every purchase, they’re leaving a trail of breadcrumbs known as ‘Customer Experience Insights.’ ’ This isn’t just data; it’s a roadmap to creating a brand that resonates, a service that satisfies, and a product that’s not just bought but loved.

Company 52

Company Customer Experience Social Media Chatbots 52

BirdEye

APRIL 17, 2023

With a good product and exceptional customer service, businesses can make sure that customers stay longer. With a large chunk of their customer base staying in, subscription businesses clock higher recurring revenue than other business models. Monitor churn closely Churn refers to customers canceling their subscriptions.

Customer Retention 93

Customer Retention Consumers Tips Strategy 93

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience. This is scored on a numeric scale.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

SmartKarrot

OCTOBER 17, 2022

Maintain an effective account governance process in collaboration with customers’ key stakeholders as well as the internal account team. Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts.

Customer Success 19

Customer Success Retail Case Study Roadmap 19

SmartKarrot

APRIL 7, 2022

Define operational metrics for the group, and measure the Effectiveness of Customer Success. Hire, develop and retain a team of high-performing Customer Success Managers. Represent Coursera as an executive sponsor and build relationships with key customers. Drive strategy of land and expand within the customer base.

Customer Success 19

Customer Success Self Service Roadmap Knowledge Base 19

SmartKarrot

MARCH 7, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

Amity

JANUARY 30, 2019

Once you understand the customer journey you can start to evaluate the structures and processes that will best support your clients. This includes tech stack requirements, roles, customer segmentation, reporting requirements and departments. Customer Success Management. Account Management / CS Sales.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

Thematic

DECEMBER 5, 2018

Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. What is customer retention? Keeping existing customers allows for more sustainable growth.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

SurveySparrow

AUGUST 28, 2023

Read More: Digitizing Customer Experience: Best practices for Healthy Online CX The Role of Customer Experience in SaaS Why does customer experience matter for SaaS businesses? Imagine you’re a marketing manager at a bustling digital agency. What is Customer Experience in Software?

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Kustomer

NOVEMBER 1, 2021

Paolo starts his conversation with Gabe by defining digital customer experience. This type of service is the conversation happening with the customer over digital channels. When Paolo refers to digital customer service or digital channels, he focuses on three main types: social media, live chat, and instant messaging apps.

Customer Service 78

Customer Service Social Media Customer Journeys Course 78

SmartKarrot

JANUARY 11, 2022

Build and lead the world-class Customer Success team by developing and refining processes and procedures to meet/exceed defined KPIs and metrics of success. Increase renewal rates and reduce churn revenue growth and support new business growth through greater customer advocacy and reference-ability.

Customer Success 19

Customer Success Roadmap Metrics Sales 19

SmartKarrot

AUGUST 24, 2021

Influence customer lifetime value (CLV) through higher product adoption, customer satisfaction, retention, and overall health scores. Collaborate as a part of the product steering committee and product roadmap investment. Utilize customer feedback and performance data to drive both true and perceived customer value.

Customer Success 19

Customer Success Roadmap Customer Journeys Customer Satisfaction 19

Solvvy

OCTOBER 25, 2022

Measure Overall Customer Satisfaction. Knowing how satisfied your customer base is with your business overall is valuable information. While overall satisfaction provides insights into customer loyalty and future purchases, it also gives you an idea of the “brand ambassadors” engaged in word-of-mouth marketing. .

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

ClientSuccess

MARCH 8, 2018

When a customer provides feedback or suggestions for the product or services, or even feedback on internal processes or team members, it should never be ignored. I’m not advocating that you only build what customers ask you to build, but you need to be tuned in to their use cases and pain points.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

SmartKarrot

DECEMBER 21, 2020

Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Identify key opportunities to improve the customer journey by developing and executing on customer programs.

Customer Success 10

Customer Success Roadmap NPS Leadership 10

delighted

DECEMBER 10, 2019

Understanding how ROX works and the importance of mapping enhanced customer experience to your business’ operating objectives can help you present a strong case for why measuring, managing, and acting on customer insights benefit your brand in some surprising ways. Expected Customer Experience (CX) impact on loyalty.

ROI 40

ROI Measurement Customer Experience Effort Score 40

SurveySensum

JULY 11, 2023

Here’s how you can do it – Collect relevant customer data to understand their preferences and needs. Segment your customer base based on common characteristics or behaviors. Use customer persona to deliver personalized recommendations and offers. Here’s how Starbucks does it with – Starbucks Rewards.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Kustomer

SEPTEMBER 24, 2020

Paolo starts his conversation with Gabe by defining digital customer experience. This type of service is the conversation happening with the customer over digital channels. When Paolo refers to digital customer service or digital channels, he focuses on three main types: social media, live chat, and instant messaging apps.

Customer Service 52

Customer Service Social Media Customer Journeys Course 52

SmartKarrot

OCTOBER 23, 2020

Role: Director, Customer Success Location: Boston, MA, US Organization: Carbonite In this role, you will be responsible for driving strategy and success across the Americas Customer Success team. Drive new business growth through greater advocacy and reference-ability. Strategize and identify new use cases to grow accounts.

Customer Success 10

Customer Success Roadmap Customer Satisfaction ROI 10

Retently

JUNE 4, 2018

They’ve likely already provided testimonials, acted as references, written an online review, or talked up your brand at industry trade shows. While Promoters are certainly your ideal customer segment, most businesses make the mistake of taking them for granted. But they aren’t just loyal to you – they advocate for you.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

SmartKarrot

MARCH 3, 2021

Oversee all aspects of people management within the designated customer success team including recruitment, selection, training, performance management, coaching, and motivation. Develop an ongoing customer lifecycle management profile, tracking methodology and enhancement plan to identify, grow and retain the best customers.

Customer Success 10

Customer Success Metrics Roadmap Training 10

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. The Rise of SaaS and Customer Success. Paul’s first foray into the world of Customer Success included managing customers and delivering Market Research.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Lumoa

OCTOBER 12, 2020

Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop. While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges.

Feedback 208

Feedback How To NPS Customer Centricity 208

SmartKarrot

JULY 20, 2020

A specific thing about customer success is that it is a new field. There are hardly any institutionalized best practices made so far which everyone can refer to. Thus, the whole industry is growing based on their own ways of shaping this job profile. 1 Monitoring Customer Usage. This is a problem.

Customer Success 10

Customer Success How To Net Promoter Score Roadmap 10

Chattermill

SEPTEMBER 3, 2018

Promoters will actively advocate your business on your behalf, repeatedly purchase and refer you to friends. They not only bring in the most revenue, but are also most likely cheaper to manage than detractors. There are so many different ways for people to refer to the same theme, which can make theme tagging labor intensive.

Net Promoter Score 53

Net Promoter Score NPS Effort Score Survey 53