Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Social media.

B2B 91

B2B Customer Success Customer Service B2C 91

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. In Conclusion.

Customer Success 74

Customer Success Culture eBook Social Media 74

NetBase

DECEMBER 31, 2018

Like all years, 2018 offered a number of lessons in how to break new ground using social media. It also reminded us how easily things can go off track when you’re not using social listening to guide your efforts. Customer Success. Insights Should Inform. Understanding Influencers.

Social Media 45

Social Media Video Analytics Sports 45

Totango

FEBRUARY 14, 2022

Chapman’s original research on this topic was intended for use in romantic relationships, it has since been expanded to apply to any type of relationship – including between an organization and its customers. So, in honor of Valentine’s Day, let’s take a look at how you can apply the five love languages to customer success. .

Customer Success 84

Customer Success How To Gamification Social Media 84

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Tips 102

Tips Customer Success Management Social Media 102

Lumoa

MARCH 9, 2023

When you have empathy, you’re more able to understand where a customer is coming from, which should help you understand their problem quicker. Let’s take a look at Buffer , a social media management company as an example. Buffer prioritizes customer empathy in their approach to customer service.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Gainsight

DECEMBER 1, 2022

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO) , chances are you’d get 200 answers. Thankfully, there are best practices to increase your chances of success.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. Customer Success Metrics: Customer Health Score.

Metrics 132

Metrics Net Promoter Score Customer Success NPS 132

Experience Investigators by 360Connext

JULY 20, 2021

And Customer Maria has completed a form at the end of a purchase process asking for someone to contact her about her issue. Many customers who won’t complete a survey still have things to say – and they want you to hear them. Customers often share feedback in user forums, review sites, and social media.

Customer Journeys 361

Customer Journeys Social Media Feedback Survey 361

SurveySparrow

JULY 31, 2023

Identify the channels through which you’ll gather customer feedback. Surveys, social media, customer support interactions, online reviews, or even focus groups can be great sources. Interviews: One-on-one interviews allow you to dig deeper into customer experiences and gather qualitative insights.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

Clarabridge

SEPTEMBER 2, 2015

Let’s face it, enterprise software usually takes up a large portion of your social media and marketing budget. Justifying the cost of enterprise social media software isn’t always as easy and proves to be a time-consuming process to ensure a good fit for your company. by Sofie De Beule, Community Manager at Engagor .

Social Media 40

Social Media Software Competitive Advantage Tools 40

CustomerSuccessBox

MAY 26, 2021

If you start looking online for a Customer Success Platform or a solution you’ll most likely come across a lot of discussion about “B2B SaaS, which might cause you to wonder if Customer Success software is only for Subscription-based, B2B companies. This is where Customer Success comes in. Puneet Kataria.

Customer Success 52

Customer Success B2B Social Media Customers 52

inSided

SEPTEMBER 4, 2019

Customer engagement is at the heart of Customer Success strategies in B2B Software companies. Not only is it a key indicator for customer retention, increasing engagement is a sure-fire way to get feedback on your product while facilitating the sharing of best practices between your users.

Customer Success 56

Customer Success Social Media B2B Customer Retention 56

Comm100

SEPTEMBER 15, 2022

To keep up and provide this level of customer experience, brands need to give their customers choice and convenience. In practical terms, this means adopting a range of digital support channels, including live chat, SMS, social media, and email. In 2020, 67% of consumers used social media for service-related needs.

Omni-Channel 130

Omni-Channel Customer Service Social Media Chatbots 130

CSM Practice

JUNE 16, 2020

The job market is wide, it has a lot of opportunities that can be offered to job-seekers who are seeking Customer Success jobs during COVID-19. Many Customer Success professionals are seeking Customer Success jobs amidst COVID-19. Can I build up my career in Customer Success?

Customer Success 59

Customer Success Advertising Social Media Resources 59

Gainsight

JULY 11, 2023

Whatever the case, one thing is for sure — education has a special meaning when it comes to Customer Success. Essentially, both are about helping a customer adopt behaviors to drive the business outcomes they are seeking. And it’s that aligned mission that makes it a natural step in the evolution of Customer Success.

Customer Success 40

Customer Success Net Promoter Score Social Media Customers 40

Help Scout

MAY 20, 2021

So how can marketing teams create content and messaging to improve customer success and drive retention? In this post, we’re sharing some great examples of customer success marketing — marketing activities and features specifically designed to help existing customers be successful with your product.

Examples 79

Examples Customer Success Marketing Case Study 79

CustomerSuccessBox

JUNE 13, 2022

All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

Clarabridge

SEPTEMBER 17, 2015

In order to handle all customer queries on social media, you need to have the right resources to be able to manage all mentions. Needless to say, your social media team is an integral, essential part of your company’s success to drive and improve customer satisfaction.

Social Media 40

Social Media Guidelines Exercises Tools 40

ProProfs Chat

SEPTEMBER 27, 2019

The live chat software enables them to offer real-time answers to their customers’ queries. The social media management app keeps customers in focus; its support team is better known as the Happiness Team. Omnichannel customer service is another key support desk benefit. Improve your response time on social media.

Omni-Channel 70

Omni-Channel Software Customer Success Social Media 70

Influitive

APRIL 6, 2018

You’ve probably heard it declared that “customer service is the new marketing” on several prolific business blogs. In an age where bad experiences can easily go viral on social media, it’s a pretty accurate sentiment.

Social Media 86

Social Media Marketing Customer Success Customers 86

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. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

Totango

MAY 14, 2019

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? Choose Customer Success KPIs Tailored to Your Customers.

Customer Success 93

Customer Success Metrics Measurement Customer Satisfaction 93

Alliance by IFS

AUGUST 13, 2019

a leading global provider of field service management and mobility solutions , announced today that it has been named a Top Performer in the Field Service Management (FSM) Software category for the Summer 2019 Customer Success Report published by FeaturedCustomers. HORSHAM, PA (August 15, 2019) — Astea International Inc.,

Software 88

Software Report Customer Success Case Study 88

Retently

JUNE 28, 2022

Ask customers to spread their love on social media. There’s a reason why customers that rate your business as 9 or 10 are called Promoters: they’re so happy with your product or service that they feel totally confident to recommend it to their friends and colleagues. Incetivize customers to bring in more business.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Retently

NOVEMBER 27, 2023

Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different. Skilled professionals The biggest issue companies confront in their customer success programs is not collecting the data but efficiently acting on it.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 63

Customer Success Case Study Social Media Conference 63

ReviewTrackers

MARCH 6, 2017

Whether it’s in the form of a detailed review on Google or Facebook, an overall star rating on Dr. Oogle or Healthgrades, personal recommendations on ZocDoc or Vitals, or candid comments on social media, the opinions, experiences, and feedback shared by patients have the power to influence the behavior of those looking for care.

Hospitality 85

Hospitality Customer Success Healthcare Automotive 85

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 61

Customer Success Case Study Social Media Conference 61

PK

SEPTEMBER 18, 2019

With customers – and particularly Millennials – assessing products and services on their overall experience with the company, the post-purchase experience has become as important as the product itself. The answer: invest in customer success. One critically important way to keep an ear to the ground is via social media.

B2B 49

B2B Customer Success Social Media Video 49

Totango

FEBRUARY 21, 2019

A survey of more than 1 million SaaS customers found that cancellations were almost always preceded by a period of non-use. In fact, over 50% of paying customers weren’t using the service they paid for. Such programs can pique a customer’s interest and enforce the value of your partnership. Incentivize Engagement.

Examples 63

Examples Customer Success Social Media Rewards Programs 63

Gainsight

MARCH 17, 2020

If you’ve spent any time on any social media these last few days, the responses to the current coronavirus crisis range from: All the way to: In response to these highly polar emotional reactions, many may believe the sensible path is cold reason—set aside feelings and take the rational path.

Customer Success 71

Customer Success Hospitality Social Media Retail 71

Lithium

MARCH 5, 2024

If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. Marketing Fresh Features Ep 3, January 2024 | Khoros Social Media Management: Check out these new social media software capabilities that make social publishing and engaging even easier.

Social Media 52

Social Media Self Service Roadmap Insurance 52

Amity

APRIL 12, 2016

SaaS Tattler Issue 81 - Sales or Customer Success? It's an uphill battle for a CSM when the customer-facing teams are misaligned. To help break down silos, w e've decided to dedicate this issue of the SaaS Tattler to aligning the key customer-facing teams within your organization.

Sales 48

Sales Customer Success e-support Effort Score 48

SurveySensum

DECEMBER 22, 2022

Your loyal customers are marketing your brand, increasing referrals, and spreading good Word of Mouth (WoM) amongst their friends, family, colleagues, and on the web i.e., social media channels and much more. . So, what are you giving to your loyal customers in return? Well, it’s time to make them feel special.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Wootric

SEPTEMBER 6, 2018

While Customer Success may be a newer function than sales, it’s only growing in popularity. For those who don’t know what Customer Success is, it is the way businesses ensure customers are using their product or service to achieve their desired outcome. Take Advantage of Social Learning Theory.

Customer Success 69

Customer Success Tips Comparison Social Media 69

ReviewTrackers

JUNE 2, 2017

To drive revenue, insurance industry executives must spur innovation and focus on new ways to understand, delight, and earn the trust of their customers. By doing so, they can build a stronger foundation for customer experience and fill the gap between expectations and performance. Customer Success Story: American Family Insurance.

Insurance 56

Insurance Customer Success Social Media Customer Centricity 56