TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Be Proactive: Support can no longer wait for customers to call.

B2B 81

B2B Customer Support SaaS Strategic Value 81

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

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

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

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

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

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience. Adam Ramshaw Follow @Genroe.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries. Today, Robb leads field services for Sleep Number ( www.sleepnumber.com ).

Automotive 41

Automotive Management Enterprise B2B 41

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

Nicereply

MAY 21, 2019

In support conversations, it’s extremely important to get to the heart of the matter as quickly as possible. Robert Mckee’s 10 Commandments of Storytelling (some also attribute this list to William Goldman ) for screenwriting can help us have better support conversations. You don’t want to make life too easy for your customer.

Airlines 81

Airlines Scripts B2B Customer Support 81

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

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

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why? "I blog linkedin twitter Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

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 64

Customer Experience Journey mapping B2C B2B 64

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. EMEA, and APAC. .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Enghouse Interactive

SEPTEMBER 16, 2020

The impacts have been far-reaching, with companies’ ability to deliver customer experience severely challenged – exactly when consumers required greater reassurance and support. This blog, the first in a series of two, will focus on the pandemic and how it has transformed customer experience in two key ways.

Customer Experience 42

Customer Experience B2C B2B Technology 42

Totango

OCTOBER 13, 2020

Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine inquiries from potential new clients. Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. 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. At Netomi, we deeply care about improving the customer experience. Stacy Sherman. Steve Curtin.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Mindtouch

NOVEMBER 20, 2018

This year’s theme was on the “why, how, and what” your company can do to create customer experience magic moments that lower effort and increase retention. As analytics have overtaken opinion, at least with regard to measuring the customer’s experience, a need to reconnect with customers at a human level has been pushed to the forefront.

Self service 80

Self service B2B Customer centricity SaaS 80

bold360 Blog

JULY 30, 2019

I got to talk to Arjun Pillai , Founder and CEO of Insent.ai, about transforming engagement with prospects and customers through conversational AI. On average, 2% to 3% of the data in CRM get outdated every month. You 10 years ago: I need more data about my customers and prospects. What to Do with All This Data.

CRM 40

CRM B2B Marketing Sales 40

REVE Chat Blog

NOVEMBER 6, 2019

Digital transformation and artificial intelligence (AI) have evolved customer expectations. Forrester reports says, 23% of B2B CMOs see improving the customer experience as a top three objectives. How customers perceive your brand ultimately comes down to their customer experience.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

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?

Journey mapping 60

Journey mapping Customer Service Customer centricity Multichannel 60

Kayako

MARCH 9, 2017

Continuous professional development can transform your career trajectory. For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers.

Customer Service 71

Customer Service Engineering Coaching Self service 71

REVE Chat Blog

APRIL 29, 2020

Artificial Intelligence (AI) is now being widely used to digitally transform businesses and automate their processes. Every business has different chatbot use cases on how they can engage customers in a better way. Businesses can leverage chatbots benefits to improve their sales, customer support, marketing, and customer experience.

Chatbots 119

Chatbots Education Real estate Healthcare 119

ViiBE Blog

JANUARY 22, 2021

ViiBE is the web technology of video assistance and ticketing system designed for technical support and after-sales services. As a button directly embedded in Zendesk Support, ViiBE allows support agents to escalate tickets to video calls with the clients in need of assistance. How has the pandemic impacted your approach?

virtual call center 52

virtual call center Technical Support Engineering Self service 52

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.

SaaS 60

SaaS Feedback Surveys B2C 60

Nicereply

JUNE 20, 2019

It’s important to follow customer service trends because these days, customers can easily jump ship to another brand without a second guess. In this second half of 2019, We’ll show you the customer service trends you need to follow if you’re yet to do so. As you may know, this spells doom for your business. Co-browsing.

Marketing 77

Marketing Chatbots B2C Self service 77

ijgolding

APRIL 21, 2015

I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. Transforming a business culturally, behaviorally and systemically is an enormous, long term challenge for the majority of companies all around the world.

B2B 53

B2B Customer centricity Accountability Technology 53

CSM Practice

JULY 6, 2020

But recently, their customers have struggled with reduced budgets and an unpredictable economy. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. We covered how to make renewals in another blog. 1. Fewer New Prospects.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

But recently, their customers have struggled with reduced budgets and an unpredictable economy. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. We covered how to make renewals in another blog. 1. Fewer New Prospects.

SaaS 71

SaaS Upselling Accountability Sales 71

Natalie Petouhof

OCTOBER 7, 2015

Tweet Customers, Value Chain and The Customer Experience Imperative Should the CMO oversee the whole customer experience? Today, the value chain in business has gone from products that became commodities to services that fuel anticipation of superb customer experiences that go beyond anything customers have expected previously.

Marketing 61

Marketing Customer Experience CRM B2C 61

ChurnZero

JULY 19, 2019

CSM Confidential – Part 1: Difficult Customer Conversations . . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated. The Customer is Always Right, Right? .

SaaS 56

SaaS B2B Sales Accountability 56

SmartKarrot

MAY 13, 2022

Now technology has turned the table completely and made customers more in power for the entire journey. Every decision in a business now needs to be made from the point of view of customers rather than the business itself. Digital disruption affects every industry and every business, including B2B companies.

B2B 10

B2B Advertising B2C Technology 10

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

PeopleMetrics

NOVEMBER 20, 2014

The first installment, A History of Brand and Customer Experience (Part 1 of 2) , can be found here. Last time, we explored the history of brand and customer experience. Customer Experience is Brand 2.0. As I noted in Part 1 , customer experience (CX) involves the interactions between companies and their customers.

Customer Experience 86

Customer Experience B2B Sales Feedback 86