Education Services Group

JUNE 18, 2018

How do I increase customer retention? Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer Retention 45

Customer Retention Customer Success Management Customers 45

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. This is why a salesperson who asks the right questions to help customers sift through and make sense of all this information is the most valuable resource in the entire equation.

Sales 100

Sales Loyalty Communication Contact Center 100

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals.

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

Education Services Group

JULY 30, 2018

Begin with three simple questions: Which customers are scheduled to renew this quarter? How many are currently engaged in a strategy to keep their accounts? Download our white paper, Success Through Segmentation. Level of on-boarding engagement. Check out this white paper to learn more about that.)

Comparison 53

Comparison Analysis Metrics Customer Success 53

Hallmark Business Connections

AUGUST 11, 2021

Given the crowded digital content space, your content marke ting strategy can benefit from an offline component. Print pieces have permanence and materiality that allow audiences to engage differently than they would with digital content. Your goals and measurements will differ from your digital metrics and strategies.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

Education Services Group

FEBRUARY 1, 2023

It’s all a bit like the stage of business transformation when the CS organization is transitioning from a support-driven organization reactive to the needs of the customer to a success-driven organization that is proactively engaging with customers and one step ahead of their customer’s next steps.

Effort Score 52

Effort Score Customer Success Metrics Hotels 52

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey? Did you like this blog post?

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

NobelBiz

FEBRUARY 13, 2024

It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. These features range from managing calls to analyzing customer data. The efficiency of a CRM strategy can significantly influence the overall performance of a contact center.

Call Center 59

Call Center Self Service Software Contact Center 59

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

Advertising 63

Advertising Customer Retention Customers Customer Journeys 63

Education Services Group

MAY 25, 2018

What we can do though is shine a light on how ES can positively impact CS strategy. the first roadblocks to embracing ES: Make assumptions about customer capacity for absorbing knowledge. the first roadblocks to embracing ES: Make assumptions about customer capacity for absorbing knowledge. 2x the rate of engagement.

Customer Success 45

Customer Success Customer Journeys Return on Investment Strategy 45

One Millimeter Mindset

APRIL 10, 2019

Especially to right brain professionals who count on being likable and personally engaging to influence decision making. Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. Also, terrifying. Why move beyond the stuff that gives them Pause?

Customer Retention 13

Customer Retention Employee Experience Communication Culture 13

SmartKarrot

DECEMBER 2, 2020

A report by Forbes states that women were better rated than men on 12 out of 16 leadership strategies. With her glittering career spanning over two decades, her involvement in running world-class customer success strategies is something to remember. Sue Duris, Director of Marketing and Customer Experience, M4 Communications.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Uniphore

JANUARY 4, 2022

White Papers. How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Conversational AI Platform.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Qualtrics

MARCH 2, 2021

There’s an undeniable link between employee experience and customer experience. Happier employees go on to provide better support to customers, who have a better experience overall. According to Gallup , highly engaged workplaces saw a 10% increase in customer ratings and a 20% increase in sales. We just don't just talk.

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

CSM Magazine

OCTOBER 16, 2020

It is not enough to attract new customers to your services. Customer retention is even more important than customer acquisition. More than that, customer retention is the best form of marketing. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction.

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

Education Services Group

APRIL 25, 2021

Or, you might be squarely in the Operationalize phase but still have to work to do on your customer segmentation or engagement models. As a Customer Success leader, you’re probably working on all of these capabilities all of the time. Email automation can keep your customers engaged and eliminate repetitive CSM tasks.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

inQuba

JANUARY 10, 2019

Digitization has changed the business environment leaving customers in control of who they choose to do business with. As a result executives are faced with decreasing retention rates, and acquiring new customers can cost up to 25% more than retaining existing customers. Want to read the rest of the 2019 white paper?

Management 40

Management Customer Retention Customer Journeys Interaction 40

One Millimeter Mindset

JANUARY 28, 2019

Download my white paper “New Strategies for Selling to Skeptical Technical Decision Makers” by clicking on this link. . Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. Book a 45-minute strategy session with me. Then take these next steps.

Guidelines 73

Guidelines Roadmap Customer Retention Communication 73

ChurnZero

SEPTEMBER 30, 2021

Q: What are examples of low-touch versus high-touch strategies? A: A low-touch strategy can be something like WalkMe, Cast App, and Pendo. So, you want to make sure that you’re rolling out these low-touch strategies. Q: How long does it take to implement a Customer Success Operations role or strategy?

Customer Success 52

Customer Success How To Effort Score Sales 52

Bold360

NOVEMBER 30, 2016

They’re the latest and greatest thing in the world of marketing and customer support automation, and they’re providing a tremendous opportunity for companies to better engage and support both prospects and customers throughout the buying journey and post-purchase. Why You Need a Chat Bot Strategy.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. With the fame came a wave of social media engagement. Increase Customer Loyalty.

Social Media 130

Social Media Customer Service Customer Care Feedback 130

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. Customer service agents can refer to the knowledge base during calls so that customers receive consistent information, regardless of how they engage.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62