SmartKarrot

MAY 12, 2022

Customer engagement managers are a great, coveted position in the SaaS space. Though getting a new client is great for a business, keeping the customer relationship positive is the most difficult aspect. Customers need to be engaged once they are on board with the company. Like what you are reading?

Customer Engagement 10

Customer Engagement Engagement Management Customer relationships 10

Experience Investigators by 360Connext

JANUARY 26, 2021

If you’re an executive who’s a few layers away from the actual customer experience, this one’s especially for you. Start by referring to Net Promoter Scores or other metrics to select customers you know have opinions to share. After one or three or ten calls, you’ll start seeing customers as real people.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. Role-playing exercises, real-life case studies, and feedback sessions can be invaluable in this regard.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

CSM Magazine

NOVEMBER 4, 2022

Dixon’s Effortless Experience transformed the business landscape and defined the gold standard for customer experience for the last 10 years – until now. This creates a set of fragmented experiences for customers.

Strategy 52

Strategy Touchpoint Exercises Employee Experience 52

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. What is the Customer Satisfaction Score (CSAT)?

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

Totango

SEPTEMBER 24, 2020

In the post-sales journey, onboarding is the first step toward helping the customer use your product to achieve their business goals. Onboarding is your first chance to implement a practical, data-driven approach to customer engagement. The goal is to get them to first value by educating your customer on your product.

How To 78

How To Customer Success Customer Journeys Customers 78

NobelBiz

JANUARY 16, 2024

According to Forbes “call center metrics are a vital source of truth when it comes to finding answers to important questions such as “Are your customers happy?”, “Are you providing better support and service than your competitors?”, and “Do you have the right people and technology in the right places?”

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

ChurnZero

JULY 16, 2021

Some companies have their own dedicated customer marketing team for cross-sells. It’s an important exercise for anyone who’s sending any kind of messaging to your customers, whether they’re Customer Success or not. A [Britt]: That’s the beginning of a good customer journey map exercise post-sale.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

West Monroe

MARCH 13, 2023

As a result, they enjoy competitive advantages in margin, upselling/cross-selling, order conversion, customer experience, customer lifetime value, and other key sales metrics. They can also model price elasticity to test pricing hypotheses and fuel new marketing strategies.

Software 52

Software Data Strategy Competitive Advantage 52

Gainsight

NOVEMBER 18, 2019

The 2×2 matrix below outlines four types of CX metrics. The types are based on whether they are leading or lagging indicators and whether they measure strategic or transactional customer interactions. Lagging metrics represent outcomes and tell us what the customer experience was in the past.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. The leading metrics that ensure you’re on track to accelerate profitable growth. So what metrics are good indicators of strengthened customer relationships?

Measurement 40

Measurement Customer Success Metrics B2B 40

ChurnZero

FEBRUARY 28, 2020

You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Beyond Philosophy

NOVEMBER 27, 2020

While there have been improvements in common metrics this year, the movements have not been significant. When added to an overall stagnation of the Customer Experience movement, digital transformation does not deliver the results that firms expected. These projects came with a collective price tag of around $900 billion.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

Gainsight

MARCH 19, 2020

Sales determines what types of customers to target and close. Product examines feature requests and provides features they think will drive customer engagement. Success is often not present in setting strategy, despite their extraordinary connection to customers. Cross-selling and expansion often end up back in Sales.

Sales 59

Sales Case Study Strategy Exercises 59

Lithium

JUNE 11, 2019

Through interactive lectures and hands-on exercises, students will get the opportunity to evaluate the importance and impact of different configuration and administration settings. Measurement through Metrics and Lithium Social Intelligence (LSI). Duration: 8 Hours. Audience: Beginner/Intermediate Community Managers and Administrators.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Through interactive lectures and hands-on exercises, students will get the opportunity to evaluate the importance and impact of different configuration and administration settings. Measurement through Metrics and Lithium Social Intelligence (LSI). Duration: 8 Hours. Audience: Beginner/Intermediate Community Managers and Administrators.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Through interactive lectures and hands-on exercises, students will get the opportunity to evaluate the importance and impact of different configuration and administration settings. Measurement through Metrics and Lithium Social Intelligence (LSI). Duration: 8 Hours. Audience: Beginner/Intermediate Community Managers and Administrators.

Social Media 40

Social Media Case Study ROI Course 40

Education Services Group

AUGUST 4, 2021

So, I sat down with Anita to chat about the twenty-five different factors customers use to decide if they will stay with you or look for another solution when renewal time comes around. We wanted to learn how to see beyond surface-level metrics to uncover the real reasons your customers leave. One is Customer Success.

System 52

System Metrics Customer Success Consulting 52

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. You’re missing the boat if you’re only looking at sentiment and customer feedback as a “point in time” exercise.

NPS 40

NPS Financial B2B Exercises 40

Gainsight

MARCH 9, 2020

Sales determines what types of customers to target and close. Product examines feature requests and provides features they think will drive customer engagement. Success is often not present in setting strategy, despite their extraordinary connection to customers. Cross-selling and expansion often end up back in Sales.

Sales 52

Sales Case Study Strategy Exercises 52

Kustomer

FEBRUARY 3, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Elizabeth Dominicci from TriNet to learn the secrets of using data and AI to boost customer engagement. Using Data to get Customer Insights. Tune in to the episode to learn more! Growth, repeat purchase.

Customer Journeys 98

Customer Journeys Data Analytics Interaction 98

PeopleMetrics

FEBRUARY 4, 2015

Customer feedback can validate perception and/or smash it into pieces. Any two-way interaction—like the one between you and your customers—is an exercise in exploration and translation. Knowing that the connection is tenuous, why would you project your worldview on the customer? The Road to Collecting Customer Feedback.

Feedback 48

Feedback Customer Experience Net Promoter Score Customer Centricity 48

ChurnZero

NOVEMBER 13, 2020

You shouldn’t instruct or expect your customer to use every feature in the beginning of their journey (or maybe even ever) if it doesn’t help them reach their goals. You often see the best results from working out when you stick to a few basic exercises and progressively increase your weight over time.

Chief Customer Officer 52

Chief Customer Officer Resources Customer Success Exercises 52

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. Over time, their metrics (i.e. handle times, etc.) showed significant growth.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

PeopleMetrics

JUNE 26, 2015

To an on-the-fence new customer, early interaction with your customer experience is an exercise in discomfort. If you don’t think a customer’s first interaction with one of your employees matters—well, you’re either out of business, or you’re biding your time. Value is an interesting metric. Mary, June 2015.

Customer Centricity 48

Customer Centricity Employee Engagement Exercises Insurance 48

BirdEye

DECEMBER 8, 2022

This frees them up to work, exercise, drive, and other activities while engaging in the platform. With ready-made metrics for impressions, engagement, and reach, you can keep track of your progress regularly and make changes accordingly. About: Audio sharing social media fills a niche that video and image sharing can’t.

Social Media 98

Social Media Brands Video Entertainment 98

COPC

JUNE 26, 2019

Lean Six Sigma can be used to drive improvements in nearly every aspect of your customer experience operation, from hiring and training to workforce planning to customer engagement. This Lean Six Sigma exercise is referred to as building a critical-to-quality (CTQ) tree.

Call Center 40

Call Center Contact Center Training Analysis 40

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. At Nylas, Matt shares that they use Productboard, a product management software, to manage their customer feedback.

Customer Success 59

Customer Success Company Management Roadmap 59

West Monroe

JULY 24, 2017

As you move into this world of big data-driven marketing, though, it is critical to understand exactly what is out there and exercise caution in how you use it. While knowing “everything” about customers may sound like a good idea, it can also make it easier to cross an ethical line. If you do dive in, be a responsible data guardian.

Data 51

Data Marketing CRM Advertising 51

SmartKarrot

DECEMBER 22, 2020

Customers stick-on or retain with the company when they realize the value. Customers choose products that deliver the value they sign up for. Value realization, especially for SaaS companies, is a huge metric to understand how long-term success looks for the customer. Measuring metrics. Value delivery.

Customer Success 10

Customer Success Metrics Measurement Customer Retention 10

SmartKarrot

FEBRUARY 21, 2023

The biggest change that account management has had to factor is the convergence of 3 key factors: Value orientation in service delivery and measurement Impacting customer’s key metrics (as opposed to internal metrics) Partnering with the customer as opposed to being a vendor.

Management 10

Management Customer Success eBook Exercises 10

Experience Investigators by 360Connext

MAY 12, 2020

This is a great logical exercise to include in any presentation around a new CX initiative — just vary it to fit your needs. Reducing expenses with customer experience initiatives means more top-line revenue for your brand -- often to the tune of tens of thousands of… Click To Tweet.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

Kustomer

OCTOBER 28, 2021

Starting the morning off with a fun meeting or exercise can start the day off right and in many cases, help your agents to feel a better bond with those around them. With customer service having taken most of the brunt during the pandemic, they could certainly use a break. I like it. Gordana, anything you’d add?

Customer Service 98

Customer Service Customers Interaction Customer Experience 98

SmartKarrot

MAY 19, 2021

Customer success roles: Here, team members can act on clear roles and responsibilities across the portfolio. Customer success technology: In this segment, usage data, customer success metrics and tools are automated. Advantages of Tech-Touch in Customer Success. This will help scale the business.

Customer Success 10

Customer Success How To Effort Score B2B 10

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Improve the Quality of Customer Engagements.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

SmartKarrot

APRIL 20, 2023

All this data can be used to enhance the customer experience and identify the areas of improvement. Make sure that you use call recording and analysis software in order to listen to and identify patterns in customer calls. This exercise is also very helpful in identifying the trends in customer behaviours and interests.

Resources 19

Resources Customer Success Chatbots Analytics 19

ChurnZero

JANUARY 26, 2021

So how can CSMs engage with their customers in an outcomes-oriented way? . We’ve designed a tool called the Joint Success Plan which helps CSMs capture, measure, communicate and execute against customer goals. . The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name).

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98