Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Investing in, and effectively managing, customer success is vital to ensuring the long-term stability and growth of your enterprise.

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Some concerns around customers feeling like they are being spammed. Watch it here if you missed it!). How much is too much automation?

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ChurnZero

APRIL 14, 2020

This is a guest blog post by Alexa Drake from G2. No matter if you’re an associate or a CEO, you know how important the relationship you have with your customer is. . All business models rely on one thing: the people who like your product or service, buy it, and keep your company afloat. What is customer feedback?

Feedback 81

Feedback Brand ambassadors Advertising Marketing 81

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. If you’re a team leader who knows their team has what it takes but is just lacking a little direction, here are a few steps you can take to begin creating a positive, growth-driven customer service team culture.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Management 273

Management Customer Experience Customer Service Coaching 273

aircall

JULY 14, 2021

What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. Learn more below about how to keep employees motivated and engaged with their work—from value-added training to upgrading your snack selection—so you can benefit from a happy, productive team.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

ProProfs Blog

DECEMBER 30, 2021

Successful businesses utilize market research surveys to keep up with the market trends. Not only does it support them while launching a new business or a product, but it also proves to be fruitful throughout the product life cycle. You may now be tempted to learn more about market research surveys… You should be!

Surveys 78

Surveys Marketing Education Feedback 78

Global Response

MARCH 20, 2023

Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. After all, if ACW is taking a significant amount of time, it will eventually reduce the amount of calls agents are able to handle, increasing customer wait time and reducing efficiency.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

CrazyCall

OCTOBER 2, 2019

Believe it or not, but the same rule applies to customer service. All companies know that their customers will stumble upon some problems (either from their own fault or your mistakes) but not all of them decide to act before such things happen. Table of contents: What Is Proactive Customer Service.

Customer Service 79

Customer Service Surveys Best practices Feedback 79

Fonolo

APRIL 24, 2018

You should also check out, 4 Contact Center Reports to Start Off Your Year.). Who wrote it: Contact Center Week / IQPC. About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Amity

JANUARY 9, 2019

This article was originally published on WnTD's blog. One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. Ask yourself, is it easy for customers to pay you?

Morale 81

Morale Metrics Finance Sales 81

ProProfs Blog

JUNE 5, 2020

That said, we all know that customers love asking questions, especially when they are about to make a purchase. But can a business owner ask questions to clients and customers? You certainly can, but not as directly as the customers do. To learn more about the importance of questionnaires , read the blog. Cost-Effective.

Surveys 97

Surveys Feedback Marketing Personalization 97

Kayako

AUGUST 22, 2019

In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. SEO/Organic (Webpages, Blogs). Blog posts.

Engineering 56

Engineering Best practices Marketing Accountability 56

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. Product updates and changes impact SaaS clients immediately.

SaaS 58

SaaS Metrics Accountability Best practices 58

Amity

DECEMBER 9, 2016

The sheer abundance of information we’re exposed to online can overload even the fastest and most voracious readers—some of which include your prospective customers. What if we learned from our most successful customers and used that to speak to our intended audience? Pay attention in pre-sales calls.

Marketing 109

Marketing SaaS Sales Surveys 109

aircall

OCTOBER 25, 2018

Continuous communication was critical to the success of a sales enablement function. For example, a case study produced with curious prospects in mind could also be useful for training a new salesperson on product features and benefits. Top-funnel vs mid-bottom-funnel focus (attracting vs convincing). ROI reports.

Sales 75

Sales B2B Outbound sales SaaS 75

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. What is Customer Support? Training sessions.

Customer Support 52

Customer Support Self service Feedback Upselling 52

GetFeedback

MAY 22, 2018

Customer feedback is a vital part of any business strategy. When you know what your customers want, you can improve your products, fine-tune your messaging, and reach people more effectively every day. Customer surveys are a fantastic, low-calorie method for gathering customer feedback.

Surveys 60

Surveys Feedback Marketing Personalization 60

Fonolo

APRIL 24, 2018

You should also check out, 4 Contact Center Reports to Start Off Your Year.). Who wrote it: Contact Center Week / IQPC. About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Balto

AUGUST 3, 2022

Is the contact center a drain on resources, a necessary expense to manage customer needs? Or is it a way to foster relationships with customers, garner revenue, and otherwise generate value for the company? Agents add the most value to their organization by letting customers know about incentives and asking for online reviews.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Amity

NOVEMBER 24, 2014

Retaining your Customers is and will always be a key concern with any SaaS company and implementing best practices will become pillars for a successful organization. I have listed 5 key areas I believe will provide a solid footprint as you start to form your own best practices.

Best practices 48

Best practices SaaS Feedback Accountability 48

Amity

OCTOBER 12, 2017

I’m not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. It doesn’t change when you move into leadership.

Metrics 61

Metrics Upselling Journey mapping CRM 61

CallSource Insights

JUNE 12, 2019

Products or services cannot be sold solely on the internet or in brick-and-mortar stores. Potential customers must phone your business and engage with a real person to book an appointment before the sale is finalized. Determining where to spend your marketing dollars successfully should be based on the data to determine your ROI.

Management 40

Management Coaching Advertising Accountability 40

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically.

SaaS 40

SaaS Accountability Metrics Enterprise 40

Amity

OCTOBER 12, 2017

I’m not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. It doesn’t change when you move into leadership.

Metrics 49

Metrics Upselling Journey mapping CRM 49

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. What Training Should Cover.

Marketing 45

Marketing Accountability Customer Service Feedback 45

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

OCTOBER 20, 2020

With the evolution of product-based SaaS companies, customer success has taken an upsurge as a new business function. When it comes to the difference between customer success manager vs account manager, most of the companies mistake account manager as a traditional form of CSM.

Accountability 10

Accountability Management SaaS Upselling 10

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Analytics 94

Analytics Feedback Banking Surveys 94

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In the times of the coronavirus pandemic especially, a primary meter that will set businesses apart is customer experience.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

ProProfs Blog

AUGUST 21, 2020

Entrepreneurs are always advised that to taste success, they need to be ruthless, competitive, and above all, pragmatic. Clearly, empathy is both prevalent and much-needed for success. Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Image Source: Techcrunch.com.

Sales 158

Sales Morale Personalization Scripts 158

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. Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Global Response

NOVEMBER 21, 2023

If you’ve worked in or alongside Customer Experience teams for any length of time, you’ve likely heard of NPS, or Net Promoter Scores. and NICE Satmetrix, and it measures the overall likelihood of a customer to recommend your brand to others. As such, it serves as a measure of customer loyalty , retention and perception of your brand.

Benchmark 62

Benchmark Surveys Healthcare outsourcing 62

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

REVE Chat Blog

APRIL 27, 2020

Many businesses face the challenges of understanding customer insights about their behavior or sentiments. They have a negligible idea about how the discovery happened and what are the customer actions across multiple interactions with your brand so that you can have better consistent engagement. What is omnichannel strategy? .

Multichannel 68

Multichannel Analytics Customer retention Marketing 68

JustCall

APRIL 5, 2023

JustCall vs 8×8 is just another one of such conundrums where the long list of features and functionalities makes it difficult to tell which solution is right for you. This blog dives deep to pull out insights that help you choose. Thus, our JustCall vs 8×8 comparison starts with the user interface.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Coaching 0

Coaching Engineering Upselling Marketing 0