Gainsight

APRIL 7, 2022

The second you launch a new feature or a customer signs up for your product, the clock starts ticking. Product adoption describes how a customer becomes aware of your product, makes purchases within your platform, and uses your tool. Build customer feedback loops. Metrics You Can Use To Measure Product Adoption.

Analytics 52

Analytics Measurement How To Handbook 52

Kayako

JULY 6, 2017

All that is captured in these customer service books. Luckily, as support grows as an industry, support minded folks are taking to their computers to write books on customer service which serve as guidance and thought-leadership for those building a career within it. 10 of the best career-inspiring customer service books.

Self Service 93

Self Service Handbook Customer Service Culture 93

Gainsight

MAY 3, 2022

Snagging one-time customers and walking away won’t cut it if you want your Product team to grow. Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. Wondering how?

Handbook 52

Handbook Roadmap User Experience Metrics 52

Gainsight

NOVEMBER 10, 2021

With customers testing your product out right away and competition on the rise, delivering value is a must. Product improvements are essential to selling your product and keeping customers on board. . One study by Dimension Data found 84% of companies that worked to improve customer service saw an upswing in revenue.

Analytics 52

Analytics How To Handbook User Experience 52

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. There are two types of knowledge bases for customer support: internal and external.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. Customer Success is a relatively new discipline.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. to drive better customer-centric decision-making.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. Let’s begin with what makes you unique as a customer success professional. Over the past ten years, the role of Customer Success Manager has evolved and changed as much as the field of SaaS has. Core CSM competencies.

Handbook 59

Handbook Sales Customer Success Customer Journeys 59

Gainsight

JULY 6, 2021

We’ve already shared why customer visibility is crucial to improving internal customer strategy and overall customer health. Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base.

Handbook 73

Handbook Customer Success Customer Base Technology 73

Gainsight

NOVEMBER 16, 2021

Active customers. Loyal customers. The traditional sales and marketing funnel was set up for companies that needed to attract a variety of new customers and land one-off sales. Understand the customer experience. One study found 84% of companies that made an effort to improve customer experience saw revenue growth.

Tips 52

Tips Handbook Analytics User Experience 52

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operationalizing Customer Success Journeys.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

Hallmark Business Connections

AUGUST 11, 2021

The differentiation power of mail delivered directly to your customers or prospects cannot be ignored. Chewy, an online pet product retailer, sends handwritten greeting cards to new customers and condolence bouquets when owners lose their pets. developed a printed Period Handbook for Dads in Sweden. What do they need to know?

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Well, have you ever tried to be your own customer? Salesforce Survey Shows Customer Experience Now Job No.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Gainsight

NOVEMBER 10, 2021

Read on for an introductory taste of product-led success and a preview of our in-depth guide, “Product-Led Success: The Professional’s Handbook.”. Within a product-led growth strategy, you use your product as the fundamental tool to acquire new customers, retain users, and grow. What is product-led success?

Handbook 52

Handbook Roadmap ROI Strategy 52

Ann Michaels and Associates

OCTOBER 28, 2018

Customer service training is one of the smartest investments a company can make… Ever talked to a phone representative who was anything but helpful? With proper training, companies can make sure their employees provide service with a smile—and make customers smile in return. . Customer Service as a Key Value.

Handbook 61

Handbook Customer Service Training Training Measurement 61

NobelBiz

FEBRUARY 15, 2023

It sets up the framework for a common customer relationship reference point between the company and the call center, so that the two won’t have different ideas about what “quality” means. Call calibration for agents helps you improve your customer service by evaluating call patterns What is a call calibration?

Call Center 52

Call Center How To Handbook Measurement 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SmartKarrot

MARCH 16, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Terminus As a Director of Customer Success, you will manage a team of 8 (and growing) Customer Success Managers. Manage to production metrics and data-based performance goals.

Customer Success 10

Customer Success Handbook Case Study Roadmap 10

Qualtrics

JULY 23, 2019

Without data and market research , you wouldn’t be able to provide a great employee, brand, product, or customer experience because you couldn’t understand how to accomplish it. Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World , and the founder of Bain’s Loyalty practice.

Marketing 32

Marketing Handbook Net Promoter Score Entertainment 32

Bob Hayes

AUGUST 23, 2015

Consider Facebook likes, number of tweets, customer satisfaction and customer loyalty, to name a few things businesses measure and try to understand and predict. For example, we can place customers in order according to their satisfaction level. customer, transaction). Ordinal Scale. regression, factor analysis).

Measurement 40

Measurement Data Handbook Metrics 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

JUNE 10, 2022

Role: VP, Customer Success (Remote) Location: Remote, United States Organization: Sales Talent Agency, Inc. As a VP of Customer Success, you will be responsible for driving success outcomes across the entire customer journey; including implementation, support, operations, and renewals.

Customer Success 3

Customer Success Handbook Customer Journeys NPS 3

delighted

FEBRUARY 22, 2022

The customer experience (CX) space is relatively new – those courageous enough to take the reins of a young CX program at a growing company are often an army of one, with limited headcount and even fewer resources. Draw the curtains, dim the lights, and enter stage center… The Delighted Customer Experience Maturity Assessment ].

Customer Experience 88

Customer Experience Net Promoter Score Self Service Handbook 88

ImprintCX Articles

MARCH 5, 2024

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. Therefore, customer experience is brand management in action. — Beth Karawan, Co-founder & EVP, ImprintCX As it turns out, everything! One cannot be managed without impacting the other.

Brands 52

Brands Customer Experience Management Customer Centricity 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

MARCH 29, 2022

Within the strategy, you use your product to accomplish everything from acquiring customers and improving onboarding to increasing retention, enhancing adoption, and expanding the company. In fact, one in every three customers now say a single bad experience is enough to cause them to walk away from a brand they love. The result?

Strategy 98

Strategy Marketing Handbook User Experience 98

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Let’s look at does unstructured data actually include, how does one approach the analysis to ultimately improve customer service.

Data 59

Data Customer Service How To Contact Center 59

Gainsight

NOVEMBER 16, 2021

Here are some common problems: Customers don’t always have the latest releases. In addition to laying out clear retention dashboards based on your most important metrics, software also lets you dive into user preferences, behaviors, and habits. . The bad news? Time to value (TTV) is usually longer.

Handbook 52

Handbook Analytics Analysis Software 52

LiveChat

FEBRUARY 15, 2019

A happy customer is the beginning of a positive chain reaction leading to better sales, strong word of mouth and hopefully, recurring revenues. Indeed, cumulative data from over a decade shows that companies that are customer experience leaders outperform those that are CX laggards by a whopping 3X!

Customer Service 34

Customer Service Handbook Chatbots Customer Service Representative 34

Survicate

MARCH 20, 2019

Voice of the Customer – a buzzword that’s shaken the marketing world in recent years like no other. We all aspire to put customers in the spotlight, but how do we ensure our efforts are truly effective ? Let’s start with what our experts have to say on cross-organizational changes: Embrace customer focus, organization-wide.

Tips 85

Tips Customer Centricity Social Media Insurance 85

Education Services Group

FEBRUARY 19, 2019

Your customer has bought your software, and they’re excited to dig in and start using it! But, how do you avoid the pitfall of managing their onboarding via a standardized checklist driving toward a timely go-live, and then moving on quickly to the next customer? Your customer’s TTV varies, depending on your product or the service.

Measurement 40

Measurement Case Study Handbook Software 40

Help Scout

SEPTEMBER 28, 2021

Our technical support specialist candidates are asked to give a live demo of the product over Zoom and then spend some time in our Help Scout queue responding to realistic customer questions. Typeform We value and embrace feedback at Help Scout, so asking candidates to share their thoughts on our process is a critical metric for us.

Effort Score 125

Effort Score Feedback Multi-Channel e-support 125

Answer Dash

APRIL 16, 2019

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76