Experience Investigators by 360Connext

APRIL 14, 2020

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. Why Journey Maps Matter Now More Than Ever.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 86

Customer Engagement Customer Journeys Engagement Strategy 86

SurveySparrow

AUGUST 28, 2023

Alright, let’s start with a bit of technical jargon—SaaS customer experience (CX) is the intricate dance of interactions, emotions, and perceptions that customers go through while navigating a Software as a Service (SaaS) product. Customization Options: Allow users to customize their experience by choosing the features they need.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. 3 months after a sale?

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

Gainsight

JANUARY 4, 2024

Customer Education is an impactful way to set up a rock-solid foundation for customer outcomes, and Popmenu has embraced this by providing an extensive resource hub for its customers. By empowering customers to make the most of its platform, Popmenu demonstrates value well beyond being a service provider to its customers.

Customer Engagement 52

Customer Engagement Engagement Self Service Customer Journeys 52

Experience Investigators by 360Connext

MAY 20, 2015

Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping. Touchpoint Inventory.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Gainsight

JANUARY 18, 2024

Organizations have turned to customer experience to stand out. With a top-level CX strategy, the entire customer journey becomes distinctly you—distinctly your brand. Customer experience focuses on the relationship between a business and its customers. Why Has Customer Experience Blossomed?

Touchpoint 52

Touchpoint Advertising Study Customer Journeys 52

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Watch the webinar to get the full inside scoop! How to Win the “Make or Break” Moments in the SaaS Customer Journey.

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

Totango

MAY 17, 2023

CS is a cross-functional sport The customer journey is iterative and continuously evolving, with more touchpoints happening in non-linear and circular motions than ever before. The idea that CS can own the entire customer journey is both unrealistic and outdated. Here are three insights I took away from TSIA.

Sales 108

Sales Marketing Sports Customer Journeys 108

Feedbackly

OCTOBER 20, 2022

In the beginning, you can select a few touchpoints and a limited amount of feedback. You can use the survey at any stage of the customer journey and derive useful correlations by connecting it with other CX metrics. Scalability is one of the biggest factors that sets Feedbackly apart from the rest.

Feedback 75

Feedback Software Multi-Channel NPS 75

ECXO

AUGUST 2, 2023

The journey continues… with real innovation. The open-access webinar with 120 places only is available. 5 things attendees will learn: • Correlation between “autonomous vehicle” and “autonomous Journey” orchestration. He has extensive expertise in customer relationship management, customer decisions, and self-learning.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Gainsight

NOVEMBER 4, 2022

In recent months, companies have been rallying their resources to apply strategies for digital scale to their business. Gainsight dove into the topic of creating a bionic CS organization in the recent Catapult webinar series with Carolyn di Buono, Customer Success Operations Manager at Propeller Aero. . Onboarding and training.

Self Service 52

Self Service Touchpoint Customer Success Resources 52

ClientSuccess

APRIL 12, 2022

The number of touchpoints it takes for a customer to have a question answered or to schedule a meeting with an internal resource. The level of frustration (if any) a customer has with your team’s response times, their time spent on upkeep or input, etc. Webinar: Customer Goals – How to Identify, Track, and Achieve.

Effort Score 52

Effort Score NPS Touchpoint Metrics 52

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. But you end up turning your customer journey into an internal process map.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

PeopleMetrics

JANUARY 24, 2022

All customers being treated the same – in CX programs, customers are often treated equally despite clear evidence that some customers contribute more and their expectations are different. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

Trends 90

Trends Self Service B2B Roadmap 90

ChurnZero

APRIL 10, 2020

Customers may occasionally reach out to Implementation with questions after their final signoff, but Implementation should politely direct them to their Customer Success Manager. This will ensure that customer communications are funneled through one primary channel and don’t risk getting entangled or lost among multiple touchpoints.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

Gainsight

MARCH 22, 2023

In fact, most digital programs occur on a spectrum, blending human and digital touchpoints in a cohesive program that aligns with customer needs and outcomes. So how do you decide which touchpoints customer success managers (CSMs) should handle personally?

Strategy 52

Strategy Self Service Touchpoint Examples 52

Gainsight

FEBRUARY 28, 2023

Along with the renewed emphasis on customer success comes massive expectations for CS teams to produce results. Customer needs are addressed by the most appropriate resource from our dedicated digital-led team. Based on engagement from our customers and users, they would agree.

Effort Score 52

Effort Score Touchpoint Metrics Resources 52

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Does it Take to Lose a Customer? CMSWire) Customer experience. can take care of the simpler routine tasks, thereby freeing up the team to focus on higher-level issues and connect with customers.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small.

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

ChurnZero

MAY 22, 2020

Creating a well-defined outreach strategy ensures Customer Success consistently connects with customers throughout this pivotal phase. To show what this outreach may look like, we’re sharing an example of a low-touch (a mostly automated interaction) and high-touch (many personal touchpoints) onboarding Play from ChurnZero.

Resources 98

Resources Touchpoint Video Meeting 98

ChurnZero

MARCH 28, 2023

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. As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Gainsight

SEPTEMBER 8, 2020

Another pressing problem plaguing customer success? The challenge of scaling customer success was a topic in our recent Gamechanger webinar series. At this event, Gainsight’s Kellie Capote , VP of Client Outcomes, speaks with Kristi Faltorusso , VP of Customer Success at IntelliShift. Journey Orchestrator.

Knowledge Base 52

Knowledge Base Customer Success Customer Journeys Survey 52

NobelBiz

JANUARY 3, 2022

Many contact centers must develop methods and use their resources to manage client expectations and create a pleasant customer experience. by 2022, 50% of major enterprises would have failed to combine interaction channels , resulting in a disconnected and walled customer experience devoid of context.

Contact Center 52

Contact Center Tools Strategy Omni-Channel 52

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. Wrapping Up!

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

ChurnZero

AUGUST 2, 2019

Through the use of automation and proper product resources , trial users can experience the touchpoints and guidance that is typically reserved for top-tier customers. No matter your approach, ensure that both paid and trial users always have access to additional resources within easy reach. . .

How To 58

How To Tips Touchpoint Customer Success 58

Gainsight

SEPTEMBER 5, 2022

The process required a lot of hands-on attention, with new departments and customer success agents being added to meet evolving needs. Today, organizations devote even more time and resources to building customer relationships. After all, many customers already expect to access resources to help them overcome problems online.

Customer Journeys 98

Customer Journeys Self Service e-support Touchpoint 98

BirdEye

MAY 3, 2023

A lot of time, money, and valuable resources go into designing and executing each campaign. Common examples of B2B marketing channels are Search Engine Optimization (SEO), Pay-Per-Click (PPC) advertising, content marketing, B2B online communities and select social media platforms, email marketing, and webinars.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

ClientSuccess

JULY 16, 2019

I’ve learned that meeting with your customers face-to-face greatly helps to build relationships that last over the long run. Obviously you have to have the budget and resources to be able to do so, but you can never go wrong with meeting with your customers as early on and as frequently as possible. . How has it helped you?

Customer Success 41

Customer Success Touchpoint Meeting Customer Journeys 41

Solvvy

AUGUST 31, 2022

Although you may hear the terms customer satisfaction and customer experience (CX) used interchangeably, they are actually different. CX is what occurs at each touchpoint of a customer’s journey from the customer’s perspective. With this data, you can improve processes for all customers.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

ChurnZero

JANUARY 10, 2020

His expertise is helping organizations focus on the customer journey to deliver an extraordinary customer experience, underpinned by world-class customer success, on-boarding and support organizations. . Investing in our customers’ success is one of ShootProof’s top priorities.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Qualtrics

NOVEMBER 6, 2019

From there we could better understand the customers end-to-end experience.”. The first step was to identify all the touchpoints along the customer journey and bring 35 representatives together from the many cross-functional teams who impact the overall experience. “We Join the Webinar.

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33

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

Vonage

MARCH 27, 2018

And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies? For example, if a customer calls a bank to change their address, their underlying goal is really to ensure that their banking will be effective and convenient for them in their new location.

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228

Pointillist

JULY 25, 2018

By Swati Sahai 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. If so, you are not alone.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

SmartKarrot

MAY 30, 2022

Help customers take charge with helpful resources. Every company needs to create a plethora of information like blogs, webinars, whitepapers, videos, and other collateral. This is crucial to ensure customers can take a look and refer to these resources in case of any queries.

B2B 10

B2B Abandon Rate Conference Customer Success 10