The Customer Success Dictionary of Reference: Part I

ClientSuccess

Now, a Customer Success Manager (CSM) can be the same role as a Client Advocate or even a Customer Relationship Rock Star. Usage refers to how often customers are logging into their new platform and how they’re utilizing the Isolution to their advantage.

Customer Feedback Management – All You Need to Know

Survicate

On the one hand, with thousands of clients and leads just a couple swipes and clicks away, advertising and collecting feedback has never been so easy. So, let’s talk effective customer feedback management. The Customer Feedback Loop. Customer Feedback Loop ?

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*New* Forrester Wave: Customer Feedback Management (CFM) Platforms Q2, 2017

Forrester

The new Forrester Wave TM : Customer Feedback Management Platforms, Q2, 2017 (paywall) is live! CFM platforms are part of a larger VoC vendor landscape and help CX professionals manage complexity by centralizing and automating essential VoC activities. Client references played a large role in our evaluation: We conducted 30 hours of client reference calls and fielded a survey among 60 client references. Enterprise feedback management.

Top 5 KPIs Every Live Chat Manager Needs to Track

Comm100

As a manager, it is your responsibility to assess your company’s KPIs and use your findings to make any appropriate adjustments to your live chat team. This blog is taken from the full eBook – The Ultimate Guide to Managing a Successful Live Chat Team.

NPS: Achieving Brand Loyalty by Closing the Feedback Loop

Kayako

Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. And I’m still amazed at how too many people and brands neglect this fundamental driver of every great business: feedback. You’re swimming in an ocean of feedback.

NPS Playbook: How Act-On Actions Customer Feedback

AskNicely

Opening the NPS Playbook: Cross-functional Customer Feedback Response Workflows. Action Your Feedback. The best way to improve your score is to get your customers’ feedback. That means all of your feedback — not just the detractors.

NPS 195

Product Feedback: Ultimate Guide – How to Gather, Analyze & Share

Thematic

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers. Why is it a journey manager , and not a director? I look at this role as being structurally similar to that of a product manager.

Chat Rating: Best Way to Get Customer Feedback

ProProfs Chat

Whichever the case, improvement stems from an efficient feedback. Simply put, post chat surveys enable any business to record customer feedback and use that data for continual improvements in customer service. Feedback. In this case, analyzing negative feedback is imperative.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers. Why is it a journey manager , and not a director? I look at this role as being structurally similar to that of a product manager.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers. Why is it a journey manager , and not a director? I look at this role as being structurally similar to that of a product manager.

How To Build Your Own Feedback Analysis Solution

Thematic

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . What should the roadmap look like for developing an automated DIY customer feedback solution? Why you might want to have a feedback analysis solution.

Missing Customer Feedback? 9 Tips for Effectively Promoting Your Customer Satisfaction Survey

Comm100

Depending on how the survey is designed, customers can convey their opinions by providing ratings, answering multiple choice questions, by filling out text boxes, or even by giving vocal feedback. A space for any additional comments or feedback. WE APPRECIATE YOUR FEEDBACK!

Performance Management and the Power of Positive Psychology in the Contact Center

NICE inContact

Some people refer to that phenomenon as “being in the zone.” Flow is when a person is engaged in a doable task, is able to focus, has a clear goal, receives immediate feedback, moves without worrying, has a sense of control, has suspended the sense of self, and has temporarily lost a sense of time” ( Psychology Today, 2015 ). So, let’s breakdown “flow” into a few tactical strategies that can be used in a modern call center utilizing performance management software.

5 Tips for Managing Customer Expectations

Comm100

With careful consideration and a few adjustments, you could be a master of customer expectation management. To see the outside influence on your customers, check chat and phone transcripts, emails, and feedback surveys. What steps do you take to manage customer expectations?

Scrum – The Ultimate Customer Feedback Tool

MaritzCX

Scrum is a term used in Rugby referring to a formation used when restarting a play—but if you work in software, this word has an entirely different meaning. Scrum is a project management tool in the family of agile methodologies that originated with lean manufacturing processes practiced at Toyota. These principles have revolutionized the manufacturing. View Article. Automotive

Tools 200

Scrum – The Ultimate Customer Feedback Tool

MaritzCX

Scrum is a term used in Rugby referring to a formation used when restarting a play—but if you work in software, this word has an entirely different meaning. Scrum is a project management tool in the family of agile methodologies that originated with lean manufacturing processes practiced at Toyota. These principles have revolutionized the manufacturing. View Article

Tools 200

Scrum – The Ultimate Customer Feedback Tool

MaritzCX

Scrum is a term used in Rugby referring to a formation used when restarting a play—but if you work in software, this word has an entirely different meaning. Scrum is a project management tool in the family of agile methodologies that originated with lean manufacturing processes practiced at Toyota. These principles have revolutionized the manufacturing. View Article

Tools 200

Voice of the Customer – Gain Valuable Insights From Customer Feedback

Retently

VoC or Voice of the Customer is a term used in business to refer to data about clients’ preferences, aversions, and expectations. However, let’s go a little deeper, and look into the benefits of collecting, analyzing, and acting on customer feedback: 1. Use Customer Feedback Surveys.

Making the Most of the Customer Lifecycle Management Process

Totango

How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. How to Manage the Customer Lifecycle.

A Guide to Managing Remote Customer Service Team

SurveySparrow

20 Super-Useful Tips to Manage Remote Customer Service Team. Remote working is definitely in vogue now but having to manage a remote customer service team comes with its challenges. Here are 20 tips using which you can manage your remote customer service effectively.

Employee feedback examples using formal, informal, and constructive techniques

Qualtrics

By developing our feedback muscles and making it a shared accountability to be great at delivering and receiving feedback, we can create distinctive employee experiences. Teams use many combinations of informal and formal feedback systems to connect, align, and accomplish their goals.

5 ways to build better government with citizen feedback

Qualtrics

You probably know it’s important to collect citizen feedback on government services, but have you ever thought about all the ways and places you could do it? Just as importantly, do you know how to “close the loop” with residents and citizens after they give you feedback?

Customer Feedback – A Handy Guide to Understanding Your Audience

Retently

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. The way someone approaches feedback can make or break their business. How Important Is Customer Feedback?

How to Incorporate NPS Feedback into Your Product Roadmap

Retently

Leverage Each Category of Customer Feedback. Whether we refer to Promoters, Passives or Detractors, each of them has valuable feedback to offer that can be transposed into your product roadmap. If a specific request keeps popping up in their feedback, it’s worth taking note of.

Reputation Management Statistics Your Business Needs to Know

ReviewTrackers

Managing online reviews and customer feedback is one of the biggest investment priorities for hospitality brands and organizations in 2016. One of the most fundamental and effective ways to manage reviews is by responding to them. Encourage online reviews and customer feedback.

Closing the Customer Feedback Loop: Turn Insights into Action

Retently

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with.

Field Service Management Solutions for Stronger Staff and Customer Experiences

Astea

Field service management (FSM) solutions can help you achieve a competitive edge in winning and keeping today’s more selective consumers by: collecting actionable data. You may be able to refer to this information, but it remains unorganized and hasn’t driven improvements in operations.

Is NPS Just Another Question In Your Customer Feedback Survey? Oops!

Customer Guru

Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey.

NPS 104

How to Manage a (Suddenly) Remote Customer Support Team

Solvvy

This way, your team will be able to refer to commonly-asked questions at a moment’s notice without needing to go to you for help. The post How to Manage a (Suddenly) Remote Customer Support Team appeared first on Solvvy

Breaking Down Silos for Customer Experience Management

ClearAction

Breaking Down Silos for Customer Experience Management. Send relevant customer feedback to each department in your company regularly. Coordinate Managers of Customer Experience. There is little, if any, coordination among these managers of customer experience in most companies.

How to Start Your Career as a Client Service Manager in an Advertising Agency

CSM Magazine

The position of a client service manager can be one of the best starts one can have in a career. So, let’s discuss a client service manager’s duties and the main tips on how to start a career in advertising. Client Service Manager’s Duties.

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. Gathering omnichannel feedback. You can gather feedback from these five channels in various ways.

The Guide to Evaluating Customer Experience Management Software

Wootric CX Blog

It’s critical that organizations not only know how their customers feel about their product or service but perhaps more importantly, that they utilize that customer feedback to drive growth and innovation. . Customer experience management software (CXM or CEM).

20 Effective Email Management Tips Trending in 2020

ProProfs Chat

We were in a discussion at ProProfs about utilizing working hours productively, and that’s when one of the team members mentioned that he spends about 40% of his time checking and managing emails. Here’s our brainstormed, research-backed, and hopefully useful blog on email management tips!

Baby Boomers, Millennials and More: Here’s How to Manage a Multigenerational Workforce

Comm100

And managing these teams can be a very rewarding experience. Use the following tips for managing multigenerational teams to help you harness the best of these powerful generations. Traditionalists prefer managers that are direct and specific in their instructions and expectations.

3 Ways Customer Feedback Helps CSMs Do Their Job

Amity

I recently published a book on the role that customer feedback should play when it comes to managing a SaaS product. The concepts in the book are especially relevant for Customer Success Managers. Tell your Management, or anyone in a position of power, and get it sorted.