CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically.

Customer Success 40

Customer Success Metrics ROI Customers 40

Gainsight

MARCH 21, 2019

It’s the whole reason behind the customer success philosophy. The most insidious churn cause is also one of the most common, and it’s the namesake of the customer success movement. In fact, a great customer experience can mask underlying risk. The y-axis is experience—does the customer like you?

ROI 78

ROI Return on Investment Customers Customer Success 78

Gainsight

DECEMBER 20, 2020

What is the consumption gap (as it relates to Customer Success)? If your end customers can’t figure out how to use your product or they can’t get it to work in their network, or they can’t change their business process to adapt to its features , it has little or no value to them.

How To 59

How To ROI Training Customer Success 59

Natalie Petouhof

MAY 27, 2016

Customer Experience IOT in the Automotive Industry-Upcoming. **. . Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. •

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

SmartKarrot

JULY 12, 2021

Role: Director, Customer Success Location: Louisville, CO, US Organization: Envysion, Inc. Partner with Marketing, Customer Care, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth.

Customer Success 10

Customer Success Customer Satisfaction Metrics ROI 10

SmartKarrot

JULY 30, 2021

Role: Customer Success Director Location: Remote, Boulder, CO, US Organization: arturo.ai As a Customer Success Director, you will manage all customer engagement activities, with a focus on enablement and adoption, facilitated by a strong relationship-building, product and industry knowledge, planning and execution.

Customer Success 10

Customer Success Ecommerce Customer Retention Government 10

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service. About the Authors.

Trends 98

Trends Industry Customer Service Chatbots 98

GlowTouch

DECEMBER 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Service Trends for 2021. Did you know… that one of the fastest-growing career fields is Customer Success Manager? Otherwise, fast resolution of issues in real-time has a bottom-line. About GlowTouch.

Trends 52

Trends Customer Service Self Service Contact Center 52

CustomerSuccessBox

APRIL 19, 2022

From marketing to customer support to even customer success. This enables marketers to rise above opens and clicks and connect campaign performance to customer experience goals and business objectives such as revenue, cost, and retention. Customer Care and Customer Service Team. Wrapping up!

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

Amity

NOVEMBER 6, 2017

There is still time to reframe your approach, but first things first, you need to get this customer on a call. Below are some useful tips to get unresponsive customers to finally get back to you. There’s nothing like a sneak peek to make a customer feel special. Tease Them With Your Product Roadmap. Congratulate Them.

How To 81

How To Roadmap Case Study Tips 81

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

GlowTouch

SEPTEMBER 6, 2019

GlowTouch has deep expertise in customer care and technical support. On average our clients see a 177% ROI on every dollar they spend with us and a consistent increase in first call resolution and customer satisfaction. With 17 years of experience, we have mastered the art of chat and email support.

Conference 40

Conference Contact Center First Call Resolution Return on Investment 40

ClearAction

DECEMBER 11, 2016

No wonder getting in-tune is the number 1 success factor for strong business results in customer experience management. 2 ClearAction Business-to-Business Customer Experience Management Best Practices Study , 2010-2013. Image purchased under license from Shutterstock.

Customer Experience 48

Customer Experience Net Promoter Score How To Effort Score 48

SmartKarrot

MARCH 30, 2021

Ensure that you define the customer experience and business drivers to assist in balancing the customer needs and internal needs in prioritization decisions. 5 Challenge – Ensuring CX ROI. 8 Challenge – Maximize CX Centric Customer Care and Customer Success. Place CX initiatives appropriately.

Customer Experience 10

Customer Experience ROI Financial Metrics 10

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. What is the expected ROI? The process!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Kustomer

OCTOBER 22, 2020

Practically overnight, the CX world transferred to a remote environment and agents were servicing customers with a whole new set of needs. Gordon Schleffer, VP of Customer Care at Magellan Healthcare , thinks that the companies who succeed in a remote environment have strong cultures, and keep their staff engaged.

Conference 96

Conference Self Service Sports CRM 96

SmartKarrot

DECEMBER 18, 2020

So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. 1 More control over metrics to measure ROI. Measuring the impact of customer service has always been difficult for entrepreneurs. 2 Instant access to service for the customers.

Trends 10

Trends Self Service Customer Service Net Promoter Score 10

SmartKarrot

DECEMBER 18, 2020

So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. 1 More control over metrics to measure ROI. Measuring the impact of customer service has always been difficult for entrepreneurs. 2 Instant access to service for the customers.

Trends 10

Trends Self Service Customer Service Net Promoter Score 10

Natalie Petouhof

JULY 16, 2015

One way to show they care is by providing better customer care. The value great customer service and customer experience has long been an underestimated value proposition in companies- even though people like me have created dozens of customer service and customer experience / social and digital media ROI models.

Analytics 40

Analytics System Customer Service Customer Experience 40

Natalie Petouhof

AUGUST 13, 2015

Operationalizing Social Customer Care on Twitter. One way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands. What’s your take on Social Customer Care?

Customer Service 40

Customer Service Social Media Airlines Hotels 40

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Kustomer

OCTOBER 22, 2020

Practically overnight, the CX world transferred to a remote environment and agents were servicing customers with a whole new set of needs. Gordon Schleffer, VP of Customer Care at Magellan Healthcare , thinks that the companies who succeed in a remote environment have strong cultures, and keep their staff engaged.

Conference 52

Conference Self Service Sports CRM 52

SmartKarrot

JULY 8, 2020

So, they knew what the customers wanted – and gave it to them. It gives your Customer Success (CS) staff more time to think up of ways to interact and engage with customers to help them attain their desired outcomes, thereby creating fab customer journeys. Provide continuing value.

Customer Experience 10

Customer Experience How To Culture Customers 10

Lumoa

MARCH 12, 2023

Improving your customer experience always pays off for your business. Most companies have a good gut feeling about the top issues customers care about, but it’s hard to quantify and prioritize those issues. A CX platform offers: Improved customer engagement. That’s why a CX platform can make all the difference.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

SmartKarrot

MAY 27, 2020

Companies have to aim for increasing the customer lifetime value (CLV) through various strategies. It can range from providing perks to your customer to having a great Customer Success team in place. Apart from long-term customer retention strategy , a Customer Success Manager should also prepare for a last minute rescue.

B2C 10

B2C Customers ROI Strategy 10

Natalie Petouhof

JUNE 9, 2016

Speaking of great customer service, I got this note from Claudia Kardzair & Nena Gadingan who are Guest Care Managers at the San Francisco Marriott Marquis: The days of loyalty driven by customer care are here. Some analysts think companies will be competing on customer experience in the future.

Technology 40

Technology CRM Conference Strategy 40

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He authored the Customer Success book for Wiley!

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He authored the Customer Success book for Wiley!

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Natalie Petouhof

OCTOBER 19, 2016

Tweet Field Service Management provides the best capabilities to help employees serve customers. Field customer service occurs when resources or services are deployed onsite at a client. These offerings are great at detecting problems before having to send someone to repair or fix a customer’s issue.

Management 40

Management Resources Analytics Analysis 40

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies.

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Natalie Petouhof

MAY 11, 2016

Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. About the SuperNova Awards.

Case Study 40

Case Study Study Innovation Leadership 40

Natalie Petouhof

MARCH 3, 2016

Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

Natalie Petouhof

SEPTEMBER 26, 2016

In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system. CUSTOMER ROI CASE STUDY: VIVINT SOLAR . The ROI: Costs were reduced by several hundred thousand dollars, year over year.

System 40

System Communication Tools ROI 40

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Organic customer engagement has highest viral power.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120