Education Services Group

APRIL 1, 2020

Building a Customer Success Organization is no easy task. Because CS does not operate in a silo, you’ll need the support of cross-functional leaders to ensure systematic success. ESG has created a proven way to make this daunting task much easier, with the ESG Customer Success Maturity Model.

Benchmark 52

Benchmark Metrics Marketing Consulting 52

ChurnZero

DECEMBER 29, 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. Top 10 Blog Posts from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Education Services Group

JANUARY 19, 2021

At ESG, we’ve gone all-in on the future of Customer Success. Our Customer Success as a Service ® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on.

Finance 52

Finance SaaS Benchmark Surveys 52

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. When 72% of U.S.

Technical Support 59

Technical Support Technology Self service Enterprise 59

bold360 Blog

OCTOBER 28, 2019

There has been a litany of research over the last decade or so showing that the experience a company gives its customers is now more important than things that were traditionally most important, such as product quality and price. Making Maturity your Customer Engagement Secret Weapon. STOP before you go.

Consulting 40

Consulting Consulting Metrics Customer Experience 40

ClearAction

MAY 2, 2016

Marketing Maturity Model to Mobilize Mightiness Lynn Hunsaker. Marketing maturity models are falling short in empowering your organization’s mightiness. In sports skills , maturity matters because it puts your game at the top echelon of competition. In marketing , maturity matters for the same reasons! SEO maturity.

Marketing 62

Marketing Accountability Enterprise Metrics 62

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. Who administers your customer systems (such as your Customer Success platform, CRM, or support desk)?

SaaS 80

SaaS Metrics Customer retention Analytics 80

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Metrics 52

Metrics Accountability Feedback SaaS 52

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. Published on: November 27, 2019. For example, companies with 7+ channels averaged 3.1

Self service 97

Self service Best practices Management Surveys 97

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. Improvements in these areas have been proven to translate into lower customer churn and an improved bottom line. Maturity of Visual Engagement.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Eptica

MARCH 28, 2018

Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. One reason for this is a focus on using customer feedback from surveys to drive VoC programs, which gives an incomplete picture of consumer needs.

Brand ambassadors 65

Brand ambassadors Best practices Surveys Banking 65

ClearAction

MAY 16, 2016

Marketing Maturity Mobilizes Customer Experience Mojo. In sports skills , maturity matters because it puts your game at the top echelon of competition. In marketing , maturity matters for the same reasons! In marketing , maturity matters for the same reasons! Digital marketing maturity. SEO maturity.

Marketing 54

Marketing Customer Experience Enterprise Metrics 54

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Customer Segmentation/Categorization Considerations.

Strategic Value 91

Strategic Value Customer retention SaaS Sales 91

Eptica

APRIL 25, 2018

Date: Wednesday, April 25, 2018 4 ways to transform your CX maturity levels. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. It found that just 13% of the 171 large companies surveyed had reached the top two (out of six) levels of its CX maturity scale.

Feedback 49

Feedback Surveys Employee engagement Chatbots 49

Satrix Solutions

FEBRUARY 1, 2022

If like me , you’re in a Customer Experience (CX), Customer Success, or Research-related role, I imagine you have. There are some people who probably fall into those categories, but I suspect the most common reason is that they’ve been “conditioned” to have a distaste for surveys. Related Reading.

Surveys 78

Surveys B2B Feedback Technical Support 78

Quadient

DECEMBER 14, 2021

What fast-paced digital evolution means for customer experience transformation. But just facilitating the switch to digital isn’t enough to ensure a successful customer experience (CX). But just facilitating the switch to digital isn’t enough to ensure a successful customer experience (CX). Andrea Haughton.

Customer Experience 52

Customer Experience Banking Call Center Surveys 52

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

Maru Group

FEBRUARY 15, 2021

billion dollars, although companies struggled with profitability and retaining customers. We used Maru/HUB ’s proprietary panel and surveying tools to get updated insights on consumers responses to this elusive category. It’s an important spending category for younger shoppers and should be watched carefully in the years to come.

Construction 80

Construction Marketing Education Surveys 80

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. Published on: May 30, 2018. This will rise to 81% in just two years.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Given the importance of Peak to retail success and ever-increasing competition, it is no exaggeration to say that this Christmas will be make or break for many companies.

Multichannel 62

Multichannel Best practices Surveys Sales 62

DMG Consulting

OCTOBER 10, 2022

The change will benefit businesses in having a more accurate view of why customers are reaching out to them. A second major upside may be driven by an expansion of the categories of users within an enterprise that use IA. The post Outlook for Interaction Analytics appeared first on DMG Consulting.

Analytics 48

Analytics Contact Center Enterprise Engineering 48

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. Security is a shared responsibility between AWS and AWS customers. All the principles of the AWS Shared Responsibility Model are applicable to generative AI solutions.

Best practices 125

Best practices Government Engineering Accountability 125

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Journey mapping 93

Journey mapping Best practices B2B Sales 93

Mindtouch

NOVEMBER 16, 2017

The most successful companies are those that have built and scaled customer focus. These companies become category killers that consume entire markets because they deeply understand their customers and continuously adapt to the ever-evolving wants and needs of their clients. The Customer Focus Effect. Team Effort.

Best practices 63

Best practices Enterprise Marketing Personalization 63

Mindtouch

MAY 23, 2018

Today, MindTouch is the world leader in self-service customer support. As we sought to establish product-market fit, I held every position at the company over the years, including Product, Sales, Marketing, Support, Success, and others. Now, business operations have matured. We defined a new market and product category.

Self service 91

Self service Marketing Coaching Customer Support 91

ChurnZero

MARCH 11, 2020

This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. When I ran Customer Success at PeopleMatter I interviewed every customer who canceled their services with us.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

Andrew Mcfarland

SEPTEMBER 22, 2022

They can help you reach new customers and strengthen existing relationships with loyal customers. Establishing clear objectives and guidelines is the key to creating a successful partnership. These disagreements can make it challenging to develop a successful partnership. Strategic partnerships. New products or services.

Marketing 48

Marketing Personalization Enterprise Surveys 48

Education Services Group

JUNE 22, 2020

What do you know about your customers’ health? I’m talking about understanding your customers adoption of, and reliance on, your product. Healthy customers are enthusiastic users who value your company, have incorporated your product into their everyday workflows, and therefore have a low level of churn risk.

Metrics 52

Metrics Construction Engineering Analytics 52

Eptica

MAY 23, 2018

It is adopting Eptica’s artificial intelligence (AI)-powered digital customer experience platform for all its incoming emails in order to improve the end-to-end customer experience it provides to more than 73,000 charities, 250,000 individual donors and 7,300 corporate donors. Data Protection and GDPR within Customer Experience.

Banking 55

Banking Customer centricity Marketing Customer Experience 55

Talkdesk

AUGUST 25, 2015

The uninformed customer is gone. The modern customer is much more savvy. She expects more from the companies she works with and won’t accept anything less than excellent customer service. Modern companies must adapt to this shift in customer attitudes by developing and iterating upon their customer success strategies.

Chief Customer Officer 72

Chief Customer Officer call center software Benchmark Upselling 72

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Metrics 71

Metrics Accountability Surveys Feedback 71

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? Customer Effort Score (CES).

Metrics 111

Metrics Surveys Feedback Customer effort 111

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Q&A Recap.

Gamification 98

Gamification Marketing Metrics Sales 98

CX Journey

NOVEMBER 25, 2014

Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. category''?s Category is King : To engage those smarter, high-expectation consumers, brands need to be smarter about their own category-specific emotional values that they can leverage and own.

Finance 68

Finance Advertising Marketing Metrics 68

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94