Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Gainsight

FEBRUARY 29, 2024

Today, the sophistication of Customer Success strategies and supporting technologies are putting through-partner Customer Success to work in entirely new ways. That topic was the focus of Gainsight’s recent webinar with partnership experts Jay McBain from Canalys and Jane Bossert from IBM.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . Click here to know more about the customer journey .

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. as a potential good starting place.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

ProProfs Chat

JUNE 28, 2019

Customer journey mapping has become such a buzzword in business that 34% of companies are already implementing it into their customer service. However, the idea behind mapping the customer journey is quite intuitive. It’s an abstract thing that helps you visualize how customers are converting.

Customer Journeys 63

Customer Journeys Net Promoter Score Effort Score Entertainment 63

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Hear about setting up a successful VoC program in this webinar.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Hear about setting up a successful VoC program in this webinar.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. With the end of year being the busiest buying season, it then also in turn becomes the heaviest renewal period for Customer Success teams. Check their product usage, their customer health score, and their NPS scores.

Customer Journeys 66

Customer Journeys Effort Score Self Service Touchpoint 66

Kayako

AUGUST 22, 2019

In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. Email & Webinars. Customer Success & Support . Training webinars. SEO/Organic (Webpages, Blogs). Social updates. Review sites.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Totango

MARCH 10, 2020

Stay Close to Your Customers . These tips will help you distill the entire customer journey into easy to manage, easy to accomplish daily goals and actions. . Turn Customer Hopes into Personal Goals. Customer goals should become your goals, and they should guide your everyday actions. Training materials.

Tips 93

Tips Customer Experience Effort Score Loyalty 93

InMoment XI

OCTOBER 10, 2023

What Exactly Are Customer Service Metrics? Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. Consider a customer’s feeling of being valued or their sense of trust in a brand.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Solvvy

AUGUST 31, 2022

Successful marketers know that to capture new business — and keep customers coming back — they need to appeal to people’s emotions through engagement and ensure customers associate positive feelings with their brands. What is a CSAT Score? How is a CSAT Score Calculated? CSAT Score Formula.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

Gainsight

FEBRUARY 28, 2023

We’ve entered an era of customer success (CS) where company executives and investors have agreed now is the time to double down on CS efforts. Along with the renewed emphasis on customer success comes massive expectations for CS teams to produce results. EBITDA is a focus instead of hyper-growth.

Effort Score 52

Effort Score Touchpoint Metrics Resources 52

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value.

Strategy 62

Strategy Effort Score B2B Customer Success 62

Survicate

JANUARY 23, 2019

Hubspot explains nicely what customer experience is: “It’s the impression you leave with your customer, resulting in how they think of your brand, across every stage of the customer journey”. Having a clear understanding of what a customer journey is, is vital to creating an outstanding customer experience. .

How To 87

How To Effort Score Net Promoter Score Survey 87

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. She has become the “go-to” person for building the ultimate Customer Success model. Q&A Recap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

SurveySensum

SEPTEMBER 5, 2023

11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. It’s not just about their first impression, but the entire customer journey — from the initial interaction to the lasting emotional connection.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. These efforts are geared towards presenting viable solutions to the challenges of building customer success at scale. Scaling sales capability with customer success.

Customer Success 45

Customer Success Customer Journeys Study Effort Score 45

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. Identifying Journey Steps.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

Amity

JULY 4, 2017

This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” Bring emotion into your health score equation with NPS.

Net Promoter Score 66

Net Promoter Score Effort Score NPS How To 66

ChurnZero

OCTOBER 12, 2018

Conduct Your Preliminary Research – Do preliminary research before reaching out to the customer. Check their product usage, their customer health score, and NPS scores. You have done the research and it is now time to educate your customer on what they’ve done this year. Upcoming Webinar .

Management 45

Management Self Service Tips Effort Score 45

ChurnZero

MAY 23, 2019

A high functioning Customer Success team not only proves itself by solving difficult issues, but by validating the reasons why the customer chose to do business with them in the first place. ? . Map Out Your Customer Journey (and Account for Detours!) . Upcoming Webinar. Customer Success Around the Web.

Tips 40

Tips Net Promoter Score Customer Journeys Effort Score 40

ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. 1: Customer Retention Rate. Your sales team will tell you: getting new customers can be difficult. Make the effort to learn as much as you can from your outgoing customers.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ChurnZero

OCTOBER 4, 2019

Since implementation, I’ve created KPIs for tracking support tickets, onboarding timeframes, customer satisfaction, and retention trends. We’ve mapped out new customer journeys and important post-purchase touchpoints. Instead, many onboarding efforts are ineffective and often are narrowly focused on the technology itself.

Customer Success 40

Customer Success Self Service Effort Score Customers 40

Kustomer

JUNE 17, 2021

From there, it’s easy for leaders to deliver EX that boost office morale and employee satisfaction with their hand picked team of agents, further leading to higher NPS scores and customer loyalty. The employee experience is an integral part of CX because if your employees aren’t happy, your customers surely won’t be happy either.

Sales 99

Sales Employee Experience NPS Banking 99

Education Services Group

MAY 12, 2022

Do you see the connection to Net Promoter Score (NPS) yet? Compare that to the score if the same question was asked before, during, or after the last game of the day, with disappointing glares and gazes of disbelief—I’d have some remediating to do. Keep reading.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

ChurnZero

JULY 2, 2019

As you see these ambitious young people in other departments in your organization, like sales or marketing, you might be asking yourself if it would be a good idea to bring on an intern to help with your Customer Success efforts, and we think it is. Conduct a Customer Survey. Upcoming Webinar.

Customer Success 40

Customer Success Net Promoter Score NPS Effort Score 40

Experience Investigators by 360Connext

MAY 12, 2020

Your customers will need more help as they navigate these breakdowns. Related: COVID-19 Makes Journey Mapping More Important Than Ever. Getting your executive team or other decision-makers on board with customer experience right now has some unique challenges. We need to focus on sales, not customer experience.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

Confirmit

OCTOBER 18, 2018

Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth. Despite this fact, and irrefutable evidence that existing customers are more valuable than new ones, customer retention has often taken a back seat to driving sales. What Are the Benefits of Customer Retention?

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

SmartKarrot

DECEMBER 16, 2022

Work with a large number of internal stakeholders to resolve customer issues/escalations. Own the resolution process ensuring you exceed customer expectations. Support the end-to-end Customer Journey. Design and evolve Customer Success playbook, process, and methods for multiple market segments.

Customer Success 19

Customer Success Self Service Effort Score Customers 19

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Customer Journeys 63

Customer Journeys How To Net Promoter Score Video 63

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

BirdEye

OCTOBER 26, 2023

This empowers businesses to take out actionable insights from what customers are telling them. This blog post delves into the discussion between Zach Watson, VP of Enterprise Sales at Birdeye and Melissa Cameron, SVP of customer acquisitions at National Storage Affiliates. I’m VP of Enterprise Sales at Birdeye.

Feedback 109

Feedback Customer Journeys Effort Score Survey 109

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40