Totango

JANUARY 23, 2020

Today’s customers are more likely to seek more flexible, subscription-based agreements that empower them to walk away if they are unhappy. As such, enterprises need to prioritize cultivating long-term customer relationships that foster continual, mutual growth. Customers who do not get the support they need will lose interest.

Strategy 107

Strategy Management B2B ROI 107

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 68

Customer Insights Software How To Touchpoint 68

Totango

OCTOBER 8, 2020

In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Proactively Personalize Engagements. Listen to Your Voice of Customer Programs.

Customer Retention 63

Customer Retention How To Customer Success B2B 63

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 49

Customer Insights Software How To Touchpoint 49

Waypoint Group

JUNE 7, 2018

Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Instead, B2B companies must learn to develop and strengthen relationships. If yes, are they sufficient to meet customers’ expectations? Here’s why and how.

Customer Success 40

Customer Success Customer Journeys B2B Feedback 40

Totango

OCTOBER 23, 2020

By utilizing certain customer onboarding best practices in your enterprise, you can ensure that your clients successfully learn to use your product, see its value for their business, and start on the right path toward high lifetime value. KPIs help gauge how effective your onboarding process is at producing customer satisfaction.

Net Promoter Score 72

Net Promoter Score Metrics Customers Training 72

Totango

SEPTEMBER 17, 2019

How do you build that relationship if your team does not have the right tools to engage intelligently with customers? If key information like this is passing you by, then your customer data isn’t properly organized and optimized to turn raw information into value-driven customer engagements. Support tickets.

Data 64

Data Metrics Effort Score Comparison 64

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. Customers always want to hear good news and see positive results. Establish, Track, and Celebrate Goals.

Strategy 62

Strategy Effort Score B2B Customer Success 62

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. One more hint: Voice-of-customer <> NPS!

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

ShepHyken

JULY 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization strives to encourage consistency within every moment of the customer journey. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Social Media 47

Social Media Brands Consumers Customer Centricity 47

Waypoint Group

SEPTEMBER 4, 2019

Dennis Dube, VP Revenue Operations for Advance Local (LinkedIn here ) sat down recently with Steve Bernstein, CEO and creator of the B2B-centric customer engagement solution, TopBox , to talk about Dennis’s experiences with active listening as a means to strengthening customer relationships.

Examples 40

Examples Net Promoter Score Feedback Survey 40

Russel Lolacher

JUNE 15, 2021

Some of these do indeed exist already but as our culture continues to put customers ahead of employees, it might spark some ideas on how an organization can internally better engage their staff. We can’t forget that improving organizational health improves customer engagement. Or at least measure how they are doing.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Amity

APRIL 25, 2016

Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Ed helps subscription-based technology companies reduce customer churn through his consulting practice.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Waypoint Group

MARCH 20, 2019

And so it goes with Customer Success. We all know we should be doing the right things that strengthen customer relationships and get ahead of the renewal so there are no unexpected surprises… but doing what , exactly? In other words, just bringing people to fight a fire wasn’t enough. Beginning With the End In Mind.

Engagement 40

Engagement Customer Engagement Feedback How To 40

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Porte said the numbers were surprising.

Customer Expectations 88

Customer Expectations Technology Analytics Chief Customer Officer 88

Totango

NOVEMBER 19, 2019

In a customer-centered economy, the bulk of customer value is captured throughout the lifetime of a customer relationship rather than at a single sales event. This means retaining and nurturing existing customers has become just as important as acquiring new ones. Personalized customer engagements.

ROI 64

ROI Customer Success How To Customer Centricity 64

Totango

JULY 23, 2019

This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied. . The Role of Customer Success Teams. Onboarding.

Customer Success 90

Customer Success Effort Score Customer Centricity Customer Journeys 90

Totango

NOVEMBER 19, 2019

In a customer-centered economy, the bulk of customer value is captured throughout the lifetime of a customer relationship rather than at a single sales event. This means retaining and nurturing existing customers has become just as important as acquiring new ones. Personalized customer engagements.

ROI 48

ROI Customer Success How To Customer Centricity 48

Totango

JULY 23, 2019

This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied. . The Role of Customer Success Teams. Onboarding.

Customer Success 63

Customer Success Effort Score Customer Centricity Customer Journeys 63

ProProfs Chat

NOVEMBER 26, 2021

VoC programs incorporate various methods, however, the voice of the customer survey remains the key part among all methods. . Data collected from VoC surveys must be captured from the end-to-end customer journeys at every touchpoint, and portrayed into a single picture denoting customer experience.

Examples 52

Examples Survey Net Promoter Score Social Media 52

Second to None

MARCH 26, 2018

Engaged and satisfied customers can have a significant impact on any organization’s bottom line, because these two metrics are signs of a continuing customer relationship. However, too often brands are focusing enough on customer engagement, but not enough on ensuring a positive employee experience.

Consumers 54

Consumers How To User Experience Brands 54

Beyond Philosophy

DECEMBER 23, 2015

Customer Insight, Data and Action Generation. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. Customer Relationship-Building. Customer Journey Management and Lifecycle Strategic Consultation.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Pointillist

AUGUST 26, 2019

To get the full picture, you also need to understand actual customer behavior. Customer journey analytics is an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks.”

NPS 79

NPS Strategy Net Promoter Score How To 79