SurveySensum

JANUARY 26, 2024

The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey? So let’s deep dive into different stages of the customer journey.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Digital: Set up consistent journey metrics (e.g.

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

ClientSuccess

DECEMBER 7, 2021

Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The post-sales survey collects customer feedback and input to ensure that salespeople – and the processes they use – set proper expectations during the sales process. Make the most of your customer survey strategy.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

InMoment XI

APRIL 23, 2024

This enables businesses to allocate resources more efficiently and focus on initiatives that drive meaningful outcomes. How InMoment Can Help Driving Business Results through Smartest Actions The ultimate goal is to deliver tangible outcomes for both businesses and customers.

Social Media 260

Social Media Analysis Feedback Loyalty 260

ClientSuccess

JANUARY 4, 2021

Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages. As your team looks ahead to 2021, now is the perfect time to reconsider your customer journey and build more customer-centric stages.

Customer Journeys 104

Customer Journeys Customer Centricity eBook NPS 104

Experience Investigators by 360Connext

AUGUST 9, 2017

They do their research, read the blogs, and the books, and even attending some webinars. They begin to see this customer experience thing as more than what they originally thought it was. Sometimes that means creating something not only out of thin air, but a strategy with little or no dedicated resources of either time or people.

Customer Journeys 181

Customer Journeys Strategy How To Comparison 181

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 111

Customer Engagement Customer Journeys Engagement Strategy 111

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

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. How do they apply customer feedback to enhance and transform the customer experience? The good news is that there are still ways to get VoC programs back on track. Here are some key insights.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

CloudCherry

FEBRUARY 11, 2019

This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. ” NPS & Other Metrics. ’ Journey Mapping.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

ChurnZero

FEBRUARY 17, 2021

Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. Top 20 Business Challenges for Customer Success According to TSIA. Best Practices for Creating Customer Success Capabilities and Organizations.

Resources 78

Resources Customer Success Tips Analytics 78

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. A positive SaaS customer experience involves: Seamless onboarding Responsive support Personalized interactions Consistent value delivery , throughout the customer journey.

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 85

Customer Engagement Customer Journeys Engagement Strategy 85

Education Services Group

JULY 21, 2022

In some of the cases, partners did not have a dedicated resource to act as the CSM, so some existing resources had been repurposed and were already doing CSM-like activities, but they really weren’t mapped to what I would call the ‘art’ of Customer Success. What does the expectation from the customer look like?

Customer Journeys 52

Customer Journeys CEM Customer Success Chief Customer Officer 52

Lithium

JANUARY 28, 2020

Starting Out on the Community Journey. Community, Everywhere Webinar. How Online Communities Improve Every Stage of the Customer Journey. 4 Steps to Building a Killer Digital Customer Experience Strategy. Webinar Recap: Community Engagement with Cloudera and The Community Roundtable. Getting started.

Resources 52

Resources Gamification Measurement Customer Journeys 52

Lithium

JANUARY 28, 2020

Starting Out on the Community Journey. Community, Everywhere Webinar. How Online Communities Improve Every Stage of the Customer Journey. 4 Steps to Building a Killer Digital Customer Experience Strategy. Webinar Recap: Community Engagement with Cloudera and The Community Roundtable. Getting started.

Resources 52

Resources Gamification Measurement Customer Journeys 52

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

ClientSuccess

JANUARY 19, 2021

Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey. What is the customer journey? Webinar: Creating an Onboarding Program.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Webinars: Customer Retention Strategy Examples. Perfecting the Handoff Between Sales and Customer Success.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

Heart of the Customer

DECEMBER 18, 2014

There’s a webinar below that I conducted with nanoRep where I lay out more details on measuring and reducing effort. I end that webinar with four steps to create a simpler experience: Measure effort. If you’re getting low scores, using customer journey maps to find out why from your customer’s view.

Effort Score 138

Effort Score Customer Journeys Net Promoter Score Measurement 138

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

Totango

JANUARY 2, 2024

To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Customer Success 100

Customer Success Tips Self Service Customer Journeys 100

ClientSuccess

JANUARY 5, 2022

This is when both parties discuss the customer in great detail – including their entire customer journey map, tribal knowledge, etc. – so when the new CSM steps into the role, they are equipped to pick up exactly where the previous CSM left off with little to no impact on the customer. Step 3: Do the research .

Customer Journeys 68

Customer Journeys eBook Leadership System 68

Lumoa

FEBRUARY 14, 2024

But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

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. Training, online events and webinars.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Comm100

JULY 6, 2021

For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of. Say hello to Comm100 Task Bot !

Chatbots 256

Chatbots Sales eBook Resources 256

Lithium

APRIL 2, 2024

If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Learn how Sky revolutionizes the customer journey and serves customers end-to-end.

Roadmap 52

Roadmap Metrics CRM Resources 52

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

ClientSuccess

AUGUST 28, 2020

Being able to quickly pivot to help customers reach their goals – even if these are new goals established very recently – is key in stopping potential customer churn in its tracks. A dedicated customer churn platform gives CSMs the flexibility and insight they need to successfully change customer journey maps mid-program.

Customer relationships 95

Customer relationships Software Customer Journeys Customer Success 95

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. How are you categorizing your customers?

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Gainsight

OCTOBER 19, 2021

Here are some steps to ensure you get everything you need to build a well-resourced Customer Success team. Customer success drives revenue growth in ways that other functional teams simply cannot. We know it contributes significantly to the retention and expansion of your current customer base.

Resources 52

Resources Customer Success ROI Metrics 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

ChurnZero

APRIL 8, 2020

When you’ve built a community of users that are invested in your product, you reduce churn and see better retention rates, you make overall Customer Success initiatives simpler and more streamlined, and you continue to build even more effective features and functionality for your product that will ensure your success well into the future.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ClientSuccess

MARCH 28, 2023

As a SaaS organization scales, there inevitably arises a distinction between SMB customers and enterprise customers. Generally, the division between small and medium-sized businesses and large organizations is based on contract size, user base, and internal resource allocation. appeared first on ClientSuccess.

Company 52

Company Management Case Study Customer Journeys 52

inQuba

JANUARY 27, 2023

Launch 2023 With our most popular resources from the last year! What is Customer Journey Management, & Does It Matter? Customer Journey Management is the laser technology of CX, offering precision & control, addressing experiences & guiding customers forward.

NPS 52

NPS Customer Journeys Banking Metrics 52