Gainsight

APRIL 18, 2022

For years now, Gainsight has been leading the campaign regarding the value of customer success and its return on investment. . Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results. Interestingly, despite the overwhelming proof that customer success has a rightful place in business, especially in times of rapid growth, some remain unconvinced.

Self Service 52

Self Service Customer Success Metrics Return on Investment 52

InMoment XI

APRIL 18, 2022

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need.

Employee Experience 558

Employee Experience Culture Employee Engagement Connections 558

ReviewTrackers

APRIL 18, 2022

In case you missed it, Google recently updated its review policy and added the following requirements: Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers. What exactly does this mean for businesses? The short answer is: you can no longer filter customers before asking them for a review. You can’t choose who you’re going to ask (“selectively solicit”) reviews from.

Policies 132

Policies Guidelines Hotels Social Media 132

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . We’ve all been there.

Customer Success 93

Customer Success Self Service Customer Journeys Tools 93

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

MyCustomer

APRIL 18, 2022

According to Salesforce’s 2020 State of the Connected Customer report, nearly 70% of business customers and over half of consumers want. 11th May 2022 Hyper-personalisation: The future of CX? By Michael Hinshaw Founder and President.

Customer Experience 80

Customer Experience Report Connections Consumers 80

Perceptive

APRIL 18, 2022

Brand attributes are a vital component to brand he alth. Understanding them helps you hero the features of your brand customers are drawn to, and ultimately make them choose you over a competitor. If you’re new to brand attributes, here’s a 101 on what they are and how to measure, track and use them to the benefit of your brand.

Brands 75

Brands How To Measurement Customers 75

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. But this is an old vision retained from the 90s and early 2000s. As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies.

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Call Center Contact Center How To Gamification 52

CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. In this blog, we have covered why a product-driven approach is important to step-up your customer success game and a few strategies to adapt the approach to your business.

Customer Success 52

Customer Success Customer Journeys Roadmap Customers 52

Gainsight

APRIL 18, 2022

This article was originally published by Sales & Marketing Management. . Customer health dashboards are one of the critical keys to durable revenue growth. At its heart, a good dashboard can summarize tens or hundreds or even thousands of metrics on customer experience into one simple, impactful snapshot of sentiment and behavior. It can tell you which customers are likely to expand, retain, or churn.

Effort Score 52

Effort Score Sports Analysis Groups 52

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

McorpCX

APRIL 18, 2022

Radically boost brand relevance while improving experience for your customers. According to Salesforce’s 2020 State of the Connected Customer report, nearly 70 percent of business customers and over half of consumers want companies to better understand their needs.

Customer Experience 52

Customer Experience Report Connections Consumers 52

SurveySparrow

APRIL 18, 2022

No matter how great your product is, customer churn is inevitable. But with a well-timed customer exit survey, you can actually make this churn work in your favor. How? Well, in this article, we’re going to cover just that, along with: Questions to ask + a free template. Best practices for a customer exit survey. What is a customer exit survey? A customer exit survey (or customer cancellation survey) is a questionnaire shared with a customer who’s a click away from canceling their account or sub

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Survey Feedback Customers Customer Experience 52

CustomerSuccessBox

APRIL 18, 2022

Has there been a brand to this day that has survived without listening to customers? I say no! You have the business but its end goal is to sell the product to a customer after all. So it matters you listen to their needs and expectations from the product, identify how well your product meets those needs, and what do your customers think of your product?

Voice of Customer 52

Voice of Customer Net Promoter Score Social Media Effort Score 52

dscout People Nerds

APRIL 18, 2022

See why the NPS can lead to unclear results and what you should use instead to better understand how pleased (or unhappy) your users are.

NPS 59

NPS Measurement How To 59

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

CustomerSuccessBox

APRIL 18, 2022

The best way to persevere within the SaaS industry is through better networking and productive collaboration. This domain is expected to boom exponentially in the near future. That is due to the changes instilled by the technological revolutions in the industry. So, it becomes very important to stay updated with creators and innovators from around the world.

Conference 52

Conference Case Study Innovation Industry 52

Forrester's Customer Insights

APRIL 18, 2022

Earth Day is Upon Us! Earth Day is this Friday, April 22nd. As such, I wanted to take a break from my normal IT service management/knowledge management cover to discuss my own journey to reduce my carbon footprint using smart technologies: I have lived in California for over 20 years, and every month I get […].

Technology 49

Technology Management Customers 49

My Customer

APRIL 18, 2022

TThe metaverse has been a source of much promise, confusion, and speculation. Media headlines tout any extended reality (XR) experience as. 18th Apr 2022. By Forrester Independent research and advisory firm.

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Forrester's Customer Insights

APRIL 18, 2022

Advances in AI, automation, and analytics paired with growing expectations from audiences will fundamentally change the way we think about content and how it’s used.

B2B 47

B2B Analytics Marketing Strategy 47

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Topdown

APRIL 18, 2022

What Is User-Generated Content?

Communication 62

Communication Strategy Customers Management 62

Forrester's Customer Insights

APRIL 18, 2022

Responsible and ethical tech practices start with the premise that technology is not neutral—and that represents a significant shift in thinking in the tech industry.

Technology 44

Technology Industry Government Data 44

SmartKarrot

APRIL 18, 2022

Role: Director of Customer Success Location: New York, United States (Hybrid) Organization: Fireblocks As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success. Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can

Customer Success 19

Customer Success Multi-Channel e-support Advertising 19

Forrester's Customer Insights

APRIL 18, 2022

On April 22, countries across the world will celebrate the 52nd annual Earth Day. To highlight the important role of sustainability to industrial firms, I’m providing a preview of key findings from an upcoming state of industrial sustainability report. Industrial firms in key sectors (e.g., primary production, product manufacturing, pharmaceuticals, medical equipment, chemicals, oil, gas) […].

Industry 26

Industry Report 26

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

SmartKarrot

APRIL 18, 2022

Listening to users. Most great ideas don’t always transform into prodigious software. And if you manage to create impressive software then not necessarily all features that you develop in it add value to customers leading to something we popularly refer to as ‘feature bloating’ in software parlance. Take our own experience on the software we use, how many features in a software or app do we really use?

Customer Success 10

Customer Success Survey Software Voice of Customer 10

Forrester's Customer Insights

APRIL 18, 2022

The toughest battle SOC analysts face every day should not be with the technology they use. Analyst Experience (AX) will help solve that problem.

Technology 26

Technology Trends Customers 26

Grade.us

APRIL 18, 2022

Reading Time: 8 minutes. It’s the worst-case scenario. Several customers have just written negative reviews about your business. You’ve worked hard to provide them with exceptional service. It seemed like they were happy. Only they’re not. They’re unhappy, and now, instead of discussing it with you directly, they’ve decided to publicly share damaging feedback about your business for the world to see.

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How To Feedback Social Media Report 47