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. As the team expanded, so too did the need for automated, scalable processes and engagements.

Accountability 98

Accountability SaaS Upselling Metrics 98

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. Product engagement refers to how and how often customers use your products. What Is Product Engagement?

Management 62

Management Upselling Metrics Accountability 62

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Best practices 79

Best practices Benchmark Upselling Accountability 79

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Here are seven great customer engagement ideas you can easily put into practice. We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs.

B2C 62

B2C Upselling Journey mapping B2B 62

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. They are: Use Customer Goals and Objectives to Personalize Onboarding.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

aircall

MARCH 16, 2022

91% of consumers say that a positive customer service experience leaves them more likely to make another purchase. Put simply, putting customer satisfaction at the center of your sales processes is a powerful business asset. . But some of the magic also stems from how you work and the technology you use. Automating Manual Tasks.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Consulting Consulting Best practices 98

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. Define Customer Health Score.

Upselling 65

Upselling Accountability Customer retention Metrics 65

ProProfs Blog

APRIL 25, 2019

Running an eCommerce business is all about surviving the competition and sustaining a steady upward growth in revenue generation. Customer relationship management. Customer support management. It is important to use effective tools to boost conversion rate. What do you need to build customer trust in your business?

Analytics 112

Analytics CRM Engineering Marketing 112

JustCall

AUGUST 12, 2022

You can’t constantly stop and shift between tasks to send an SMS when your company serves multiple customers every day. Many customers, however, consider texting to be a proper communication medium, and a 10 minutes delay for a first answer can appear outrageous. What exactly is an automated-reply message?

voip 52

voip Advertising Wait times Sales 52

Comm100

NOVEMBER 10, 2021

Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality. Increasing customer satisfaction by lowering wait times and providing faster answers.

Chatbots 76

Chatbots Customer Service CRM Personalization 76

REVE Chat Blog

OCTOBER 10, 2019

Artificial intelligence has drastically changed the way businesses interact with their customers. As per Business Insider , 80% of businesses will be using chatbots by 2020. Chatbots are important to improve customer experience and are deployed across business functions to improve performance. . Customer service.

Chatbots 83

Chatbots Sales Personalization Customer Support 83

ProProfs Blog

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Your customer service team, of course!

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

JivoChat

OCTOBER 14, 2021

With more than 2 million websites hosted, HostGator is one of the most famous web hosting for ecommerce. To support the amount of traffic you need, the service provides unmetered bandwidth. They also have ecommerce tools that enable you to use HostGator to create your online store through the website builder and register your domain.

Customer Support 52

Customer Support Accountability Sales Marketing 52

inmoment

NOVEMBER 6, 2019

Your organization needs an all-encompassing customer experience (CX) strategy that grants you peripheral views of customer service shortcomings, as well as insights into the most critical lines of your business. Improving the customer experience doesn’t just affect the customer.

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Noble Systems

JANUARY 30, 2019

In Part 1 of this blog we will discuss the “Human” category trends. Part 2 will cover the “Effortless” and “Transformative” category trends. Human touch is more important than ever to customers, which is why 2019 brings a new emphasis on this basic need. Dive Deeper into Customer Intelligence with Analytics.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

aircall

JUNE 14, 2021

Do you know what your agents are doing, how fast they’re doing it, and whether they’re effectively satisfying your customers? Call center metrics and KPIs provide a reliable and objective way to measure team performance while improving customer satisfaction. The Differences Between Individual & Team Performance.

Call Center 62

Call Center Metrics First call resolution Wait times 62

ChurnZero

JUNE 28, 2019

4 Customer Success Lessons That You Can Learn From Playing Tetris. Fortunately for us, gaming is no longer confined to consoles. With powerful phones in our pockets and an increased use of personal tablets, mobile gaming is just as popular and even more accessible. A similar lesson can be applied to Customer Success.

B2B 49

B2B B2C Entertainment Customer advocacy 49

Amity

MARCH 5, 2014

Customer Relationship Management or CRM has fast become a term associated with multiple departments within an organization. CRM technology was positioned as organizing, automating and synchronizing sales, marketing, customer service and technical support. Existing tools were not built to match your use case.

CRM 48

CRM SaaS Technical Support Sales 48

Noble Systems

JANUARY 30, 2019

In Part 1 of this blog we will discuss the “Human” category trends. Part 2 will cover the “Effortless” and “Transformative” category trends. Human touch is more important than ever to customers, which is why 2019 brings a new emphasis on this basic need. Dive Deeper into Customer Intelligence with Analytics.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Help Scout

APRIL 16, 2019

Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever. Per this timeline, phone support has been around for over 100 years!

Accountability 40

Accountability Wait times Self service Technology 40

SmartKarrot

OCTOBER 31, 2022

The customer success/account management industry is constantly evolving, but one main thing that has not changed is the need for personalized recommendations for clients. Augmented Intelligence can be described as a system that allows you to create a personal-assistant-like experience for your customers.

Accountability 10

Accountability Management Engineering Personalization 10

ProProfs Blog

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. Two sips and a few smiles later, you open your phone to see news alerts and blogs that you would just love to read. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out?

Personalization 167

Personalization Customer Service Self service Feedback 167

ProProfs Blog

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. Two sips and a few smiles later, you open your phone to see news alerts and blogs that you would just love to read. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out?

Personalization 148

Personalization Customer Service Self service Feedback 148

Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. Mapping the Modern Customer Journey.

Journey mapping 65

Journey mapping Upselling Metrics Customer retention 65

CustomerSuccessBox

AUGUST 31, 2021

In a SaaS, measuring customer engagement allow you to get a comprehensive look at how your customer feels about your product. Most importantly, It also tells the likelihood of the customer turning into a long-term user. This is where a SaaS Customer Engagement model as an organizational process comes into the picture.

SaaS 59

SaaS Technical Support Feedback Accountability 59

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. The CS tech has evolved exponentially.

Management 52

Management Upselling SaaS Accountability 52

ChurnZero

JANUARY 17, 2020

Blog Author: Alex Weihmann. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. With so many tools at your disposal, it can be challenging to determine how to best leverage a Customer Success platform and hit the ground running.

Best practices 72

Best practices Accountability Upselling SaaS 72

GetFeedback

JANUARY 27, 2020

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. Simply put, it’s not enough to say your company delivers great service—you have to make sure your customers agree.

Feedback 88

Feedback Surveys Journey mapping Metrics 88

JustCall

JUNE 26, 2020

With a high opening rate of 98%, SMS support is the most effective way to touch more customers. Innovative SMS support can help you to improve your service and thus scale up your business. You create more customer engagements no matter how many or few people work for your company. And this generates more revenues.

Real estate 52

Real estate Education Sales Feedback 52

aircall

FEBRUARY 22, 2021

For example, B2B sales strategy planning can help you ensure long-term revenue by acquiring and retaining customers on a consistent basis. The key to keeping the stream of revenue rolling? Should You Use a Sales Strategy Template? The answer is no, but using one will save you a lot of time. Marketing strategy.

Sales 62

Sales call center software Interactive Voice Response Call Center 62

aircall

APRIL 5, 2021

Teamwork is the best way to increase your call center team’s productivity levels. Productivity makes it possible to provide more products and services to customers in a shorter period of time, and that leads to higher profits. . We all have those days when we roll out of bed feeling alert and mentally strong.

Call Center 59

Call Center Best practices Sales Morale 59

Pointillist

SEPTEMBER 26, 2018

Most organizations now report having some level of customer experience measurement program in place. But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. By Swati Sahai.

Metrics 65

Metrics Customer Experience Analytics Feedback 65

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Blog Author: Alexander Weihmann. These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. Now more than ever Customer Success is essential to the long-term success of your entire organization. Your CRM is Not Enough!

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

ProProfs Blog

DECEMBER 20, 2018

Customers today want their voices heard and problems resolved with the minimum turnaround time (TAT). Customer service, thus, is now recognized as the primary focus for enhanced customer interaction, loyalty, and retention. It is a key brand differentiator that rewards businesses with better brand loyalty and increased revenue.

Customer Support 92

Customer Support Surveys Sales Self service 92