2021 Survey: The State of Journey Management & CX Measurement

Pointillist

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand.

Battle Scars and Lessons Learned in Implementing Customer Success Systems

CSM Practice

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. In this conversation, Paul shares lessons learned from his own experience implementing Customer Success software solutions. A CS representative has to be able to change management on a frequent basis.

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How to Bring Agile Innovation to Customer Success

Totango

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. What Is an Agile Customer Success Strategy?

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX.

6 Best Practices to Ensure Customer Success During COVID-19

CSM Practice

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Is Your Customer Success Team Reactive or Proactive? 

ClientSuccess

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over.

eBook 57

How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul? Have there been personnel changes on your team? Have you mapped your customer journeys? Data collection methods have changed.

Customer Success Best Practices During COVID-19

CSM Practice

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Good Customer Experience is Now Required

Kitewheel

The world has begun to catch on to the importance of great customer experience, and for good reason. Customer experience is the overall impression that consumers have of your brand. Providing a remarkable customer experience is vital to business success. Customer Engagement

5 Ways Customer Success Automation Can Maximize Your CS Team’s Time

Totango

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service.

The 5 Best Strategies to Win Back Lost Customers for Your Enterprise

Totango

Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Today’s customer-centered economy means every customer should feel your product is built around their needs. After investing time and effort into helping your customer through the onboarding and adoption phase, it can be discouraging to see them leave. You don’t have to give up on your customers, though.

15 Customer Service Psychology Tips to Provide Better Support

ProProfs Chat

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. You record and understand customer pain-points better. Customer Support chat

Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Whether you work in marketing, sales, support, engineering or product, if you want to become a master of your craft and deliver a great experience for customers, here’s our advice for getting an edge: Read books. Customer What?

Aug 26 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs.