ECXO

JANUARY 25, 2022

The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. You are all welcome to the open-access webinar with 120 places available. You are all welcome to the open-access webinar with 120 places available. Share on whatsapp. Ricardo Saltz Gulko.

Customer Relationship Management 98

Customer Relationship Management Innovation Analytics Technology 98

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. With every new customer issue or new solution on the market, the overarching message and focus of customer success becomes that much more convoluted.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

NICE inContact

AUGUST 1, 2019

Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

ClientSuccess

JUNE 1, 2022

It is more than just working through an implementation or onboarding plan, providing ongoing support to customers throughout their lifecycle, and delivering on customer expectations. . Instead, modern CSMs are often asked to spearhead one of SaaS business’ most daunting and unpredictable aspects: customer churn. .

Tips 52

Tips Roadmap Customer relationships Customer Relationship Management 52

Talkdesk

FEBRUARY 16, 2021

Over the past year, most customer-obsessed organizations were forced to accelerate their digital transformation efforts to meet the demands of the global pandemic. Even organizations that adopted substandard technology have experienced improved employee productivity, higher customer satisfaction (CSAT) scores and lower operating costs.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

NobelBiz

NOVEMBER 6, 2023

Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential. Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

NICE inContact

APRIL 2, 2018

But what does all of this have to do with customer experience? Companies are discovering the value in not only finding new customers but also in retaining them. Improving customer experience (CX), and even making it a competitive advantage, is key. Which is why CX transformation is fast becoming a focus for IT developers.

Innovation 137

Innovation Competitive Advantage Contact Center Omni-Channel 137

NICE inContact

AUGUST 1, 2019

Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. Not product management. Not product management. It’s Customer Success for us. Who owns it?

Software 87

Software Customer Success NPS Net Promoter Score 87

CSM Magazine

MAY 10, 2023

Forex trading can be a complex and overwhelming experience for customers, and the customer service experience can make all the difference. In today’s competitive market, forex companies must prioritize customer service to stand out and retain their customers.

Company 52

Company Customer Service Multi-Channel CRM 52

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. For many, onboarding is one of those situations.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Facilitate learning and information sharing across your customer base.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. For many, onboarding is one of those situations.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

BirdEye

OCTOBER 15, 2021

Attracting new customers is the obvious surface-level goal for any business. But, the reality is true growth is sustained by a focus on customer retention. Increasing customer retention by a mere 5% boosts profits by a whopping 25% to 95% ! By giving your customers what they want, and they want two-way texting. .

Customer Retention 98

Customer Retention Loyalty Communication Customers 98

Team Support

JULY 22, 2020

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. And the likelihood that they will renew?

B2B 52

B2B NPS Knowledge Base Customer Relationship Management 52

Alliance by IFS

APRIL 24, 2019

Watch the on-demand webinar now to see how non-technical users without coding skills can build integrations. Can you afford data entry errors, data silos, long customer response rates and prolonged decision making since your users don’t have a holistic view of customer data? Improve customer response time.

Customer Relationship Management 16

Customer Relationship Management CRM User Experience Connections 16

Natalie Petouhof

JUNE 15, 2015

Tweet Is your brand following any of these best practices for customer experience management? Find out more at this webinar on 6 steps to superb customer experience management and here’s the research paper on best practices in customer experience management, technology, roles and the strategy required for success !

Customer Experience Management 40

Customer Experience Management Technology Strategy Management 40

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management eBook Metrics 62

ClientSuccess

OCTOBER 20, 2020

But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning. Here are three reasons why a customer success management platform needs to be part of your 2021 budget planning: 1.

Customer Success 59

Customer Success eBook Customer Relationship Management Trends 59

Alida

DECEMBER 14, 2017

In a recent webinar , Darrell Beneker, director of consumer insights at Aurora Health Care, shared how the company uses ongoing insight to inform customer experience (CX) initiatives that create a seamless end-to-end patient journey. Customer feedback should go viral .

e-support 100

e-support Sports Healthcare Customer Relationship Management 100

SurveyGizmo

NOVEMBER 4, 2021

Customer experience programs are far more than surveys. Surveys will always play a part in customer experience. Executives have been trying (and largely failing) to integrate customer feedback in a meaningful and profitable way that allows for quick customer interaction and issue resolution , not just data collection.

Survey 98

Survey Return on Investment eBook System 98

SurveyGizmo

NOVEMBER 5, 2021

Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

Myra Golden

APRIL 11, 2023

With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs. By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. A reliable infrastructure enables scalability and flexibility, allowing call centers to adapt to changing business needs and customer demands. Telecom services serve as the lifeline, ensuring seamless communication channels between agents and customers.

Call Center 52

Call Center Contact Center CRM Social Media 52

NobelBiz

AUGUST 28, 2023

In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving. Watch the entire on-demand Webinar episode here. Embrace modern solutions that streamline operations and ensure smooth communication across channels.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

CSM Magazine

JANUARY 17, 2024

From the audience perspective, customers use it to keep updated about the latest products, brands and deals. They incorporate live streaming, visual content management, hosting, analytics, security features and more. Most customers report that they can watch the entire video and may often replay them a few more times.

Video 52

Video Communication Training Social Media 52

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Enhance your blog.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

SurveySparrow

DECEMBER 8, 2023

Some businesses are just pros at effortlessly attracting customers. A lead is a potential customer in the early stages of the customer journey , showcasing a level of engagement that warrants further exploration and cultivation. Read More: What is Customer Relationship Management? What is Lead Generation?

Social Media 52

Social Media eBook Survey Customer Centricity 52

Kustomer

AUGUST 12, 2020

One of the biggest challenges for contact centers and customer service departments is convoluted systems. According to CCW Digital research, two of the top five areas for improvement include agents spending too much time on low-value work and the absence of a 360-degree customer view. Read on to learn why.

Self Service 52

Self Service CRM Chatbots Contact Center 52

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service Training 150

Customer Service Training Course Training Customer Service 150

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. Thus, the need of a 360-degree customer viewpoint. The data usually includes information such as customer demographics and purchase history.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

ClientSuccess

NOVEMBER 18, 2020

In 2020, customer success has become one of the most critical positions in any SaaS organization. With so much confusion and uncertainty across every single industry, an experienced, clear-headed CSM can be the defining difference between a reassured customer and a churned one. This relationship, however, works two ways.

Leadership 59

Leadership eBook Customer Relationship Management Customer relationships 59

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must. Diving Deeper: What Exactly Is Personalized Customer Service?

Customer Service 52

Customer Service Return on Investment Customer Service Strategies Loyalty 52

Talkdesk

MARCH 12, 2020

As customer expectations evolve, so does the contact center. Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

Centercode

SEPTEMBER 24, 2019

Between analytics, surveys, support tickets, and customer testing, there are plenty of opportunities for your product management team to collect information about your customers’ experiences. Customer Validation (CV) is one of the main ways product managers are generating insights about their target market.

Management 55

Management Roadmap Feedback Survey 55

Think Customers

MAY 13, 2020

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious opportunity to provide scale and cost savings to human touch to people when they need it most. 1: Employee experience is a necessity.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80