PeopleMetrics

APRIL 15, 2016

In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences. Customer Experience Best Practices: Remember Context. Examples include getting driving directions, checking account balances, or confirming that actor was in that movie I saw. Want more best practices?

Best practices 88

Best practices Customer Experience Wireless Feedback 88

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

PeopleMetrics

MARCH 1, 2017

Make branches available for community events after hours."Build Build mutual trust with our customers."Waive Waive the overdraft fee for customers who overdraw their accounts the first time."Empower Always present different options and offer alternatives to reach goals."Be Be one with the community."Make Empower women."Offer

Customer centricity 61

Customer centricity Best practices Banking Brand ambassadors 61

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. These steps chart a path to communicating the value of your product and brand to your stakeholders, promoting higher engagement and retention. For optimal results, use software that allows you to automate best practices for these steps.

Management 85

Management Best practices Journey mapping Metrics 85

Totango

MAY 24, 2022

Customer relationship management apps and customer success platforms serve different purposes. CRM apps are designed to manage customer data for sales purposes. CS platforms are designed to deliver satisfying customer experiences to promote post-sales customer retention and pre-sales upgrades from freemium products.

CRM 90

CRM SaaS Enterprise Sales 90

Totango

DECEMBER 21, 2021

Milestone Messaging as a Customer Success Manager Automation Strategy. Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. Implement Customer Success Manager Automation to Increase Retention.

Management 106

Management Best practices Upselling Accountability 106

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

FEBRUARY 23, 2022

If all goes well according to your customer journey mapping strategy, successful outcomes at each stage gradually promote prospects into customers who renew their subscriptions, expand their usage of your products, and advocate your brand to others. To encourage desired outcomes at each stage, you can deploy automated best practices.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

JUNE 28, 2022

Totango’s composable customer success platform makes it easy to break each stage of the customer journey down with our modular SuccessBLOCs. Each SuccessBLOC features ready-to-use templates, goals and KPIs, segmentation functionalities, workflow automations and campaigns that are based on data-driven best practices.

Accountability 74

Accountability Marketing Best practices Customer retention 74

Totango

SEPTEMBER 6, 2022

Laying a foundation for customer renewal and expansion. Building QBRs into your standard operating procedures can yield significant increases in customer retention and a reduction in churn. Still, your KPI monitoring indicates that their account activity has dropped significantly below this level. What Makes a Great QBR?

SaaS 106

SaaS Technical Support Benchmark Accountability 106

ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. Advocate on behalf of the customer —even if it means making a sacrifice in terms of time, cost, or other resources.

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

DECEMBER 16, 2020

Out-of-the-box templates automate the process of defining measurable customer goals, establishing key performance indicators, promoting best practices and tracking performance. For instance, you can track Net Promoter Score (NPS) to find out how likely customers are to recommend your brand to family and friends.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far!

Journey mapping 98

Journey mapping Best practices Education Metrics 98

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Totango and Cisco joined together to walk-through the program requirements and the best way to accelerate certification. Customer Success is a growth strategy.

Best practices 79

Best practices Upselling Analytics Technology 79

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics.

Metrics 52

Metrics Upselling SaaS Accountability 52

Totango

AUGUST 23, 2022

Onboarding transitions a new customer to an active user of your product by guiding them through the steps they need to start using your software. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features.

B2B 116

B2B Journey mapping SaaS Engineering 116

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

RapportBoost

OCTOBER 20, 2018

The event, hosted by Customer Service Experience and sponsored by Mitel , will cover: – optimizing live chat conversations with augmented intelligence. – designing a workflow for chat teams’ conversations with customers as well as their interactions with other team members. About RapportBoost. RapportBoost.AI

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

Nicereply

NOVEMBER 21, 2023

Relational NPS Surveys What They Are: Relational NPS surveys aim to gauge the overall sentiment a customer has towards your brand, independent of any specific transaction. This allows customer experience professionals to understand long-term customer satisfaction and identify areas for strategic improvement.

Surveys 59

Surveys B2B Feedback Education 59

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. ChurnZero is proud to be a Gold sponsor of the event. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Totango

OCTOBER 22, 2019

Help customers fully adopt the product and make sure the promised value is being delivered. Segment the following customers: New customers pending onboarding. Currently onboarding customers . Best practices: . Drive customer advocacy by providing a simple, effective onboarding process.

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

Totango

AUGUST 11, 2022

Monitoring and managing all these interactions effectively requires technology tools to collect data from multiple customer contact points, analyze the results, and put the information to practical use. If the decision-maker isn’t engaged, the account is at risk. 14 Ways to Improve Client Relationships Digitally.

SaaS 106

SaaS Journey mapping B2B Feedback 106

JustCall

MARCH 14, 2023

During the interview process, ask questions that assess their customer service skills and ability to handle difficult situations. Provide Ongoing Training Customer service is not a one-time event, it’s an ongoing process. Here are some best practices for improving customer experience in banking: 1.

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

CSM Magazine

FEBRUARY 22, 2022

When you launch a new product or service, host an event, or make changes to your business, the first thing you should do is inform your clients and potential customers. Thanks to existing technology, you can do this in a multitude of ways, and you can pick the one that best suits your needs. Plan events on social media.

Brand ambassadors 52

Brand ambassadors Education Sales Marketing 52

Taylor Reach Group

MAY 24, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. Learn from industry experts and your peers in almost 80 different sessions during this exciting event. Customer Contact – Europe: June 11-13, Dublin, Ireland.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

ChurnZero

MARCH 13, 2020

Sometimes, having four QBRs a year for a customer IS too much.”. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. Proactive course-correction fuels customer retention.

Metrics 59

Metrics Consulting Consulting Coaching 59

Eptica

MARCH 6, 2019

Being able to respond successfully is key to customer retention. This doesn’t take into account factors such as peaks in activity or sickness – essentially they are not flexible, agile or intelligent enough to meet the changing needs of customers. Earn Your Customers’ Trust, And Loyalty Will Follow.

Customer Service 65

Customer Service Best practices Accountability outsourcing 65

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. Use Customer Goals and Objectives to Personalize Onboarding.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

ChurnZero

JUNE 12, 2020

Who ensures the renewal process happens for all your accounts? Again, if you replied, “Customer Success Director or above,” you’re not getting the most value from leadership. They reactively respond to raised events or close their eyes and wait to see what happens with auto-renew clients. “If Customer Success Around the Web.

SaaS 80

SaaS Metrics Customer retention Analytics 80

Education Services Group

JULY 20, 2021

As much as you automate to the customer, consider automating activities to your CSMs. Scheduling/automating QBRs and touchpoint tasks can be simple ways to help time manage accounts so the CSM doesn’t have to comb through their full account list each day or week. Do you foresee a rise in the implementation of this strategy?

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Education Services Group

SEPTEMBER 12, 2022

This could mean all stakeholders on a project RASCI diagram , or all customer-facing roles (Account Executive, CSM, Account Manager, Support Rep, etc.) throughout a customer’s lifecycle. . These strategies are best applied proactively early in risk management, rather than after the risk event has occurred. .

Management 52

Management Accountability Consulting Consulting 52

Totango

JULY 21, 2020

Customer retention is the primary function of your Customer Success team, so now is the time to ensure your team has the tools and support they need to continue delivering value to your customers. The current downturn makes it vital that you work to defend your core revenue.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

ChurnZero

DECEMBER 27, 2019

Feeling a bit nostalgic , we practiced our own self-reflection to create a curation of our proudest accomplishments this year. I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. 5 Misconceptions Customer Success Has About Product .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Totango

MAY 29, 2020

The scale of the current health crisis may be unparalleled, but we have all dealt with the challenge of how to retain at-risk customers before, even if there may be more of them than usual at the moment. Events like the COVID-19 pandemic are the proverbial rainy days you had in mind when you drafted those win-back campaigns and scenarios.

Enterprise 62

Enterprise Best practices Metrics Accountability 62