Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Training Resources 81

Team Support

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. Smart marketers know that a 5% increase in customer retention can increase company revenue by 25-95%. In short, it can be easier and more profitable to keep customers you have than attract net-new customers. This is part 1 in a 5-part series.

Loyalty 95

Loyalty Brands eBook Loyalty Programs 95

delighted

MARCH 24, 2020

However, there is one area that absolutely should not be compromised: the customer experience. Because tough times for your company indicate tough times for your customers as well, it’s more important than ever for you to focus on customer retention and loyalty. Acknowledge the situation, and put your customers first.

Customer Retention 42

Customer Retention Customer Experience How To NPS 42

Alliance by IFS

MAY 28, 2019

To achieve it, you have to boost customer retention , attract new customers, and/or offer new products and services. Personalizing service delivery through greater digital engagement with customers. To learn more about cutting costs with FSM software, download the complete whitepaper here. Technician Productivity.

Software 92

Software Management Self Service Customer Retention 92

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. Customer Success is growing, which is no surprise. that have a specialized Customer Success Platform (CSP).

Study 98

Study Leadership Customer Success Industry 98

SmartKarrot

JUNE 2, 2020

A list of Top 8 Strategies for Customer Retention which are followed by the Top CSMs of the company to increase brand loyalty. #1 As you manage your relationship with new and existing customers, make sure you give them ample opportunity to trust you. 2 Create peaks in customer experience. 1 Focus on building trust.

Customer Retention 10

Customer Retention Strategy Touchpoint Fashion 10

NobelBiz

MAY 16, 2023

Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences. Hosted contact centers are the wings that enable businesses to soar and reach new heights of customer satisfaction, with the cloud as their limitless sky.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

CSM Practice

JULY 15, 2020

The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.

Customer Success 52

Customer Success Customer Retention Customers Strategy 52

CSM Practice

JULY 15, 2020

The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.

Customer Success 52

Customer Success Customer Retention Customers Strategy 52

ViiBE Blog

AUGUST 18, 2021

Creating a customer-centric business strategy. CRM , Customer experience. The customer is always right, or at least that’s what they say. Any successful business is built on a product or service that appeals to customers. A customer-centric strategy could be a great way to bring it back to basics. ViiBE Blog.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

Strativity

APRIL 27, 2023

This can only be done by owning the customer relationship. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Third-party services represent ~52% of the downloads.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Kustomer

JUNE 7, 2023

Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized. CS versus CX Before building a CX playbook, it’s important to define the difference between customer service (CS) and customer experience (CX).

Financial 98

Financial CRM Banking Effort Score 98

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018.

Customer Success 64

Customer Success e-support Software Trends 64

Michel Falcon Experience

JULY 9, 2015

But what is it for customer-centric organizations? These are the companies that fight tooth and nail for customer loyalty. They are also the ones that invest resources into improving their customer experience, year over year, and don’t see their efforts as a mere campaign. It’s not a higher NPS score. Ready for it?

Loyalty 60

Loyalty eBook Customer Retention Effort Score 60

Strativity

APRIL 27, 2023

This can only be done by owning the customer relationship. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Third-party services represent ~52% of the downloads.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

Waypoint Group

MAY 8, 2018

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring. But because today’s popular CHS methods generally rely on sophisticated modeling that is unique to each business, most “Customer Success” practitioners have found such scores to be incomplete, misleading, and difficult to action.

Effort Score 40

Effort Score B2B Customer Retention Examples 40

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Trends 52

Trends Chatbots B2C B2B 52

NobelBiz

MAY 16, 2023

Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences. Hosted contact centers are the wings that enable businesses to soar and reach new heights of customer satisfaction, with the cloud as their limitless sky.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

Self Service 56

Self Service B2B Customer Success B2C 56

BirdEye

NOVEMBER 19, 2020

Providing great customer experiences is critical in today’s world. Typically, it’s the result of months or even years of experimentation, testing, and listening closely to the voice of the customer. Turning away from the voice of the customer has real consequences. Customer expectations are changing rapidly.

Net Promoter Score 98

Net Promoter Score Marketing Social Media NPS 98

Optimove

JULY 20, 2023

Omnichannel marketing refers to a marketing approach that aims to create a consistent brand experience by utilizing various channels to engage customers. Moreover, the prefix “omni” means “all,” and “channel” refers to the ways in which customers interact with a company—in stores, on the web, social media, email, apps, SMS, etc.

Omni-Channel 40

Omni-Channel Marketing Social Media Rewards Programs 40

ChurnZero

FEBRUARY 25, 2020

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding. This crucial first interaction time between you customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure. . All of your customers are not the same.

Customer Retention 59

Customer Retention Return on Investment eBook Roadmap 59

Inbenta

MARCH 11, 2021

When customers visit an eCommerce website, they want to find things easily and they want your replies to be fast – and unfailingly efficient. What customers want is human empathy matched by machine efficiency, the sort of service that makes successful and enduring business-customer relationships happen.

Ecommerce 52

Ecommerce Chatbots Study User Experience 52

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? One area where AI has already made a significant impact though is in customer experience. The concept of hyper-personalization, which involves creating a personalized experience for each customer, has become a reality, thanks to AI technologies.

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

Method:CRM

JULY 29, 2022

Customer service is essential for any growing business. To provide the best customer experience, you need the right tools behind you, like customer relationship management (CRM) software. But with all the options available, which one is the best CRM for customer service? What is customer service software?

CRM 52

CRM Customer Service Self Service Knowledge Base 52

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. uptime, responsiveness, etc.). This can mean guaranteeing servers will have 99.9%

B2B 49

B2B Industry Guidelines Customer Retention 49

Alliance by IFS

OCTOBER 18, 2019

To boost profitable growth, you’ll need to improve customer retention, attract new customers, and diversify service offerings to open new streams of revenue. Personalizing service delivery through greater customer insights and digital engagement. Personalize the Customer Experience. Faster, More Accurate Billing.

Software 75

Software Self Service Multi-Channel ROI 75

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Great feedback?

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Kayako

MAY 12, 2016

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Much like the early days of B2B “inbound” marketing, customer support didn’t really exist ten years ago.

Conference 120

Conference Tips Call Center Video 120

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment. Everyone says they are customer centric.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

TeamSupport

SEPTEMBER 28, 2018

But, with all these changes, problems can and will arise that require the attention of your customer team. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team.

Customer Success 80

Customer Success Company Roadmap Communication 80

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Work Cross-Functionally During SaaS Customer Onboarding.

Metrics 98

Metrics Customer Success Training eBook 98

ChurnZero

FEBRUARY 21, 2020

How to Build Customer Rapport That Doesn’t Bore. My dentist understands that the magic of a memorable customer experience is found in the smallest of details. It’s the feeling of being seen, heard, and valued—which paying customer or not—is what we all seek in our relationships. Nice weather, isn’t it?

How To 52

How To Return on Investment Customer Retention eBook 52