ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. From a business perspective, mobile gives potential and existing customers the ability to onboard and transact wherever, whenever. Fast, Easy and Secure.

Accountability 236

Accountability Technology Personalization Customer Experience 236

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. The Three Stages of Onboarding . Typically, onboarding breaks down into 3 common stages: 1.

Best practices 71

Best practices Metrics Enterprise Feedback 71

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently.

B2B 270

B2B Customer Support CRM B2C 270

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets.

B2C 271

B2C B2B Customer centricity Employee engagement 271

CSM Magazine

NOVEMBER 21, 2022

One of the most important things for the success of a B2B SaaS company is customer retention. Clients need to be kept satisfied, which is usually a huge challenge and several problems can appear during onboarding. A SaaS customer onboarding checklist is a great place to start but it is rarely enough.

SaaS 52

SaaS B2B Metrics Customer retention 52

CustomerSuccessBox

MAY 25, 2022

Customer retention is an essential component of any successful B2B SaaS firm. While keeping your clients satisfied can feel like a challenge at times, churn is frequently caused by mistakes in the onboarding process. The initial few interactions a customer has with your firm are crucial to their overall satisfaction with your product.

SaaS 52

SaaS Sales Upselling B2B 52

CustomerSuccessBox

DECEMBER 1, 2021

The first impression of your customers is decisive. When you onboard new customers, you introduce them to the way your business works. Results: you gain efficiency and you improve the satisfaction of your customers. The trick is to make the customer experience as good as your products and deliver on your promises.

CRM 52

CRM Accountability B2B SaaS 52

Totango

JANUARY 7, 2020

Onboarding is an opportunity to set your customer up for success. Your customer onboarding workflow should guide you through the process of helping your customer integrate the product into their daily business activities so they can start achieving their goals. Keep an Eye on Onboarding Progress.

Best practices 72

Best practices Enterprise Metrics Sales 72

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

APIs 254

APIs Enterprise Government Customer Experience 254

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. Well-defined Sales-to-Onboarding Handoff.

Education 52

Education Customer retention Sales B2B 52

Totango

AUGUST 28, 2020

A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Define your goals and KPIs.

SaaS 71

SaaS Enterprise Customer centricity Best practices 71

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Transportation 185

Transportation Analytics Banking Metrics 185

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. Many of these employees were tasked with challenging customer-facing positions. However, these employees also present unique challenges to delivering exceptional customer experiences.

Customer Service 271

Customer Service Education Healthcare Customer centricity 271

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating.

Best practices 64

Best practices Metrics Feedback SaaS 64

CustomerSuccessBox

MARCH 11, 2019

Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? But there should NOT be only one customer onboarding process.

Metrics 88

Metrics SaaS Marketing Sales 88

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. Email and Phone Support.

CRM 239

CRM Enterprise Benchmark outsourcing 239

CustomerSuccessBox

JUNE 9, 2021

Over the period, we have seen customer success organizations evolving in multiple ways. And one of the ways in which we’ve seen it distributed is in the way it onboards the customers. How tech-savvy are your customers? What is the onboarding time of the product that you’re selling? Check out the here.

SaaS 52

SaaS Management Upselling B2B 52

OctopusTech

MAY 25, 2021

Closing a deal needs marketing involvement, service demos, multiple calls through Customer Support Outsourcing , and approvals from multiple stakeholders in the companies that Outsource to India to go on and sign the contract. However, it’s just half the work done, and the proceeding step is Customer Onboarding successfully.

B2B 62

B2B outsourcing Customer Support Accountability 62

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. But how exactly does one get onboard with this trend? These numbers are staggering.

Chatbots 190

Chatbots Customer Support Healthcare Scripts 190

CustomerSuccessBox

OCTOBER 2, 2019

No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. More importantly for your business, helping your customers succeed will lead to increased satisfaction—which, in turn, leads to increased engagement, improved retention, and potential brand evangelism.

SaaS 88

SaaS Accountability Surveys Customer Experience 88

REVE Chat Blog

MAY 28, 2020

A positive first impression is a vital start to forging a strong relationship with potential customers. Welcome messages act as a great strategy to be a part of the customer journey, understand them more, and provide better understanding of taking the next action to use the product successfully. What is a welcome message?

Feedback 90

Feedback Education Personalization Marketing 90

CustomerSuccessBox

JULY 2, 2019

Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow.

SaaS 66

SaaS B2B Education Metrics 66

aircall

JULY 28, 2017

Relationships can quickly sour if customers fail to see value in your solution, find it too difficult to use, or simply lose interest. Here are a few of the lessons we’ve learned at Aircall after making major investments in our customer onboarding experience in recent months. Customer onboarding is about the journey.

Outbound sales 97

Outbound sales Abandon Call Construction Sales 97

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Consulting 98

Consulting Consulting Best practices Upselling 98

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Callminer

NOVEMBER 17, 2022

Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including effective onboarding, ongoing training and more.

Best practices 182

Best practices 182

ClientSuccess

JULY 13, 2020

For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. And in the world of customer success, vendor recommendations are paramount. Here are some key features to look for in onboarding software reviews: 1.

Accountability 65

Accountability Marketing Management 65

Education Services Group

OCTOBER 4, 2018

If you’re onboarding a new customer, that can only mean one thing. But now it’s show time for your product and Customer Success team, and if you don’t keep it together, you could just as easily lose that customer. They are (1) onboarding a new customer is complicated and (2) focusing on the wrong things is easy.

Sales 53

Sales Metrics Customer Experience Best practices 53

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

SaaS 52

SaaS Upselling Education Customer retention 52

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ClientSuccess

APRIL 25, 2018

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Let’s move forward with this week’s blog post! 3 Essential Pre-onboarding Principles.

Best practices 42

Best practices SaaS Sales Surveys 42

Mindtouch

OCTOBER 12, 2017

It happened while I was demoing a customer’s deployment of MindTouch to a senior leader in Customer Support. The customer site is CAKE software for restaurant management and point of sale , a software-as-a-service (SaaS) product owned by the massive food service conglomerate Sysco. “That’s what I want!”

Self service 48

Self service SaaS Analytics Sales 48

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

HelpCrunch

AUGUST 1, 2017

Your product caught customers’ interest and they’ve signed up for a free trial. How many of them will convert into paying customers? The post From free trialers into paying customers – successful customer onboarding appeared first on HelpCrunch blog. But will you survive the test?

Sales 48

Sales Marketing Customer Service 48

Mindtouch

SEPTEMBER 27, 2018

Anthony continues to put his coding skills to use as an Implementations Specialist and branding expert for various customers looking to achieve cohesive styling across all brand assets. “I View the video below to check out our recent interview with Anthony and learn some of his tips for onboarding new customers.

Self service 48

Self service Customer effort Feedback Marketing 48