TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. Unify your customer data to mitigate risks and identify opportunities.

B2B 98

B2B Upselling Coaching Customer Support 98

TeamSupport

FEBRUARY 23, 2021

That’s according to the Customer Success Association who tells us that being able to prove your worth in both directions is the most crucial aspect of determining success. Where does your customer support team fit in? H istorically, B2B customer support departments have not been thought of as revenue generating.

B2B 78

B2B Upselling Customer Support Sales 78

TeamSupport

JANUARY 12, 2021

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. This three-part blog series aims to break down the main principles of the report into three parts to more clearly highlight the report’s key points. Key Imperatives for Support.

B2B 86

B2B Customer Support Technical Support Coaching 86

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers.

SaaS 98

SaaS Upselling B2B Metrics 98

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. This blog provides the highlights from their talk. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products.

B2B 98

B2B Upselling Metrics Education 98

ProProfs Blog

DECEMBER 27, 2020

Understand that not all your buyers journey end up converting into customers. It’s wrong to assume that every prospective buyer is going to convert into a customer immediately. While some customers purchase instantly, a majority of them take their own sweet time during their own customer purchase journey.

Journey mapping 148

Journey mapping Education B2B Sales 148

TeamSupport

SEPTEMBER 8, 2020

Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. In other words, effective B2B support forms the foundation for long-term successful customer engagements. Characteristics of Leading Support Organizations.

B2B 64

B2B Customer Support Strategic Value Coaching 64

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D.,

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. American Express ).

Customer retention 156

Customer retention B2B Surveys B2C 156

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Define what customer health looks like for your business.

Metrics 94

Metrics B2B Education Accountability 94

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Optimizing customer experience is everybody’s job.”.

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Optimizing customer experience is everybody’s job.”.

B2C 231

B2C Banking B2B Consulting 231

REVE Chat Blog

MARCH 4, 2020

B2B lead generation strategies hold paramount importance for the success of every business. So for every B2B business, defining their lead generation strategy and making sure that the business has continuous flow of qualified leads should remain the top priority. What is B2B lead generation? Qualify leads.

B2B 71

B2B Best practices CRM Sales 71

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in. What Is Customer Success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries.

Education 59

Education Accountability Customer retention Journey mapping 59

ProProfs Blog

AUGUST 14, 2020

Imagine being in your customers’ shoes. This prompts you to start looking for support. That my friend is a tale of bad customer experience. As a business owner, understand that customers don’t just wish to buy a product and leave. As a business owner, understand that customers don’t just wish to buy a product and leave.

Analytics 174

Analytics B2B Education Feedback 174

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole. Common Beliefs.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52

TeamSupport

NOVEMBER 10, 2020

“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. This blog series highlights excerpts from four key concepts for using services to retain and grow recurring revenue. value of relationships.

Customer Support 59

Customer Support B2B Coaching Education 59

ProProfs Blog

MARCH 1, 2019

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Check out her insights into customer support. How will it make her feel?

Customer Experience 147

Customer Experience Journey mapping Customer centricity Multichannel 147

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. 6 Ways to Drive Client Expansion.

B2B 62

B2B Enterprise Best practices Upselling 62

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . But simply creating a map was not found to be a success driver. customer feedback data), involving customers, and defining customer outcomes. .

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

SaaS 73

SaaS B2B Consulting Consulting 73

GetFeedback

APRIL 30, 2018

B2B transactions are complex, expensive, and require long-term investments. Why Every B2B Brand Needs Online Reviews. Before B2B buyers invest in your products or services, they need to know that you’re someone to trust. Generating B2B Reviews: Unique Challenges. B2B products tend to be expensive and complicated.

B2B 68

B2B B2C CRM Surveys 68

Nicereply

MARCH 23, 2023

Customer retention is an important topic for all departments to understand. Typically the onus to renew a customer is on account or success managers, but all aspects of the customer journey contribute to retention. With different customer personas, business models, products, etc.,

Customer retention 52

Customer retention B2B B2C Benchmark 52

TeamSupport

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Part 1 explores the transition of support from a reactive transactional model to a more proactive and preventive approach. offer electronic-only support contact methods.

B2B 64

B2B Customer Support Technical Support Coaching 64

Satrix Solutions

NOVEMBER 28, 2018

What do your customers share about their experiences with your company? The numbers speak for themselves: 84% of B2B buyers are now starting the purchasing process with a referral. Perhaps it’s time to allocate some of your advertising dollars and place your bets on your most powerful resource: your existing customers.

B2B 60

B2B Customer centricity Feedback Advertising 60

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Talkdesk

FEBRUARY 20, 2020

Customers expect more proactive, personalized communication. They expect nothing less than the great customer experience they deserve. Companies must step forward and meet the customer on their terms with a lean sales and service team. Records: Include customer name and phone number. Native Predictive Dialer .

Abandon rate 69

Abandon rate Interactive Voice Response B2B B2C 69

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. This blog post aims to help you with that.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. This blog post aims to help you with that.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

CrazyCall

APRIL 9, 2019

Customer growth, sales and innovation evangelist at Salesforce. Tiffani Bova is not only the global customer growth and innovation evangelist at Salesforce, she is a legend in tech sales. Your greatest advocate is your past customer. The customer doesn’t care about features – they care about solving their problems.”.

Sales 133

Sales Consulting Consulting Coaching 133

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious. SalesIntel is a leading sales intelligence platform and B2B contact data provider.

Accountability 98

Accountability SaaS Upselling Metrics 98

ProProfs Blog

DECEMBER 12, 2019

Companies focus on getting new customers, but retaining them is a whole different story – and more difficult to achieve! what customers want, . The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Why Customers Leave? PwC ) Tweet This.

Customer retention 132

Customer retention Surveys B2B Marketing 132

GetFeedback

JANUARY 19, 2020

Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. Indirect or inferred feedback from analyzing customer interaction data.

Surveys 146

Surveys Journey mapping Feedback B2B 146