Totango

NOVEMBER 27, 2023

Refining post-sale strategies to better understand and meet the needs of customers. All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks.

Report 91

Report Trends Customer Success Self Service 91

Blake Morgan

JULY 29, 2023

Among the top digital investments are customer relationship management (CRM) systems, AI, and customer analytics. Digital experiences make interactions more convenient for customers and allow them to fully experience a brand, regardless of the channel they use.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

ShepHyken

OCTOBER 27, 2023

Transparent Pricing and Flexible Agreements Customers appreciate transparency in pricing and flexible lease agreements, so be sure to clearly outline the costs involved, including any additional fees for amenities or services.

Customer Experience 56

Customer Experience Sports Innovation Feedback 56

Experience Investigators by 360Connext

JULY 24, 2019

Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out. CX Problem #3.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

Beyond Philosophy

NOVEMBER 25, 2021

Therefore, it would be best to remember that the specifications of products are essential, but they might not be necessary to the customer. . Of course, what is essential to the customer changes depending on the type of customer they are. Project Managers cared about software compatibility and networking.

Hospitality 78

Hospitality CRM Insurance Travel 78

CSM Practice

AUGUST 26, 2019

A CS representative has to be able to change management on a frequent basis. Change yourself and your customer’s habits to deliver value. If you can’t even change your own behavior, how do you expect to change others? Changing management is hard but critical to the success of a CS team.

System 49

System Customer Success Net Promoter Score ROI 49

Think Customers

NOVEMBER 3, 2020

Jamie Lancaster, vice president in Kroger’s Contact Center of Excellence, oversees Kroger’s customer contact center, support center and contact center shared services. Customer Strategist: How has the pandemic affected your business? There is no picture in someone’s mind of an Amazon manager. Here are some highlights.

Contact Center 52

Contact Center Self Service Loyalty Programs Brands 52