Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon.

Best practices 98

Best practices SaaS B2B Consulting 98

CX Global Media

NOVEMBER 13, 2018

Leading organizations driven to improve business outcomes realize that leadership capabilities are the difference in success and failure and they are doing things different. For the modern learner, access to an external Professional Community of Practice (CoP) provides a significantly greater learning opportunity. Executive Decisions.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

Totango

JANUARY 22, 2024

These use cases free up time spent on tasks like pre-calls or sifting through customer data, empowering customer success managers (CSMs) to focus on more strategic initiatives and consultative customer guidance. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. Developing a Dynamic Engagement framework can be associated with the following overarching areas: outcome, experience, ROI, engagement, and validation. Most importantly, how are value and desired outcome perceived by the customer? Customer Content: Video + No CTA = A-Ok.

Journey mapping 98

Journey mapping Best practices Education Metrics 98

Totango

MAY 13, 2022

Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. Learning management system (LMS) tools: Lessonly. It uses artificial intelligence to analyze customer use of apps and help content. LMS Tools: Lessonly.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Video content and ads.

B2B 115

B2B Journey mapping SaaS Engineering 115

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ChurnZero

SEPTEMBER 29, 2023

Yet many customer success managers overlook this simple practice. Unlike monetary or tangible gifts, intrinsic rewards appeal to a customer’s inner motivations and values, such as a sense of achievement, personal growth, or the joy of being part of a community. It’s a testament to a solid, trust-filled relationship.

Benchmark 52

Benchmark Feedback Surveys Best practices 52

ChurnZero

OCTOBER 13, 2020

Agree to expected outcomes 4. QuorumAnalytics VP Andrew Shoaff giving us an executive POV on CS Ops while Manager Lea Boreland takes us bottom up with an operator POV #BIGRYG. How to manage teams remotely with #customersucess VP @WALopez20 @Phone2Action Be vulnerable with your employees. Define vision 2. Create hypothesis 3.

Best practices 98

Best practices Accountability Management Technology 98

AWS Machine Learning

NOVEMBER 7, 2023

However, it’s possible to cross-reference a model answer with the original specialized content, thereby avoiding the need to train a new LLM model, using Retrieval-Augmented Generation (RAG). This synergy enables more accurate topic modeling, content recommendation, and semantic search capabilities.

Enterprise 96

Enterprise APIs Engineering Accountability 96

Russel Lolacher

APRIL 5, 2021

I have the pleasure of working within an organization that prioritizes customer service, which has been a huge benefit as we’ve worked to integrate our non-traditional pubic engagement and digital communications into the ministry’s operations. Community is built through actively being a member of that community.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

ChurnZero

AUGUST 6, 2021

But a consistent and purposeful consumption of creditable content is one of the best ways to build your knowledge base while also welcoming new viewpoints that encourage you to reevaluate your own assumptions and beliefs. So, share your ideas, author content, host webinars, take on speaking opportunities, and be generous with your time.

SaaS 98

SaaS Personalization Accountability Education 98

Mindtouch

JUNE 15, 2018

For anyone creating knowledge content, customer support agents likely represent a large part of the audience. Unfortunately, the content we work so hard to create doesn’t always find its way into the support agent experience. They’ll reference this content while assisting customers, sometimes sending it to them directly.

Customer Support 69

Customer Support CRM Self service Management 69

ChurnZero

JULY 2, 2020

Having an established customer community – whether built through a dedicated platform like inSided or through your team’s collective actions – is a real sign that customers enjoy and benefit from what you’re doing and want to communicate with one another. It leads into a lot of what Robin’s focused on with communities.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Maru Group

MAY 5, 2020

Without intentional efforts to re-engage with fans through compelling content and behind-the-scenes analysis, the economic implications of the sports shutdown may be long-lasting. Sports is also a key nexus for community and connection. For many we met, team loyalty is family loyalty and community loyalty! Cultural Context.

Marketing 52

Marketing Entertainment Personalization Management 52

Nicereply

OCTOBER 24, 2023

Because of this, effective management and improvement of customer experiences are crucial for building customer loyalty and long-term success in business. The outcome? Its personalized content recommendations keep viewers engaged. Evolution of the CX concept Customer experience isn’t a modern phenomenon.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Cincom

MAY 27, 2020

We are still in the thick of it, and the final outcome of this weird time is still unknown. With the understanding that much has changed, re-engagement needs to be managed at both levels. Double Down on Content – If you are trying to explain the “new you,” you are going to have to do the explaining on many levels.

Enterprise 64

Enterprise CRM Sales B2B 64

Andrew Mcfarland

SEPTEMBER 23, 2022

It helps drum up leads and track the outcome of those leads. Lead management tools also offer a complete overview of sales and marketing results. A sound lead management system automates the lead lifecycle and ensures that a leader is followed up on time. It helps with lead outcomes.

Marketing 48

Marketing CRM Sales Consulting 48

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Network (APN) is the global community of businesses using AWS to build solutions and services for customers. AWS has millions of active customers and a dynamic community of over 100,000 partners globally. We are pleased to recognize a variety of partners through the APN Partner Awards EMEA 2021.

Interactive Voice Response 52

Interactive Voice Response Technical Support Contact Center contact center solutions 52

Noble Systems

MARCH 30, 2020

6 suggestions to capitalize on all resources available for managing high call volumes. They also offer intra-day management that allows for real-time adjustments for unforeseen circumstances. Virtual assistants can provide new announcements and manage call back requests. Optimize scheduling. Analyze issues and trends.

Management 90

Management Gamification Contact Center Coaching 90

ShepHyken

DECEMBER 13, 2019

Get it wrong and, at best, you are in for a tortuous journey with an uncertain outcome – you may even be forced to restart the process at twice the cost. Get ahead of risk management before it strikes. Darcy Alexander is a content writer for the CX Network. What will happen if unforeseen costs are encountered?

APIs 254

APIs Enterprise Government Customer Experience 254

Cincom

MAY 27, 2020

We are still in the thick of it, and the final outcome of this weird time is still unknown. With the understanding that much has changed, re-engagement needs to be managed at both levels. Double Down on Content – If you are trying to explain the “new you,” you are going to have to do the explaining on many levels.

Enterprise 52

Enterprise CRM Sales B2B 52

Certified Languages International

AUGUST 30, 2020

As such, it provides a wealth of resources promoting ongoing education and professional development workshops — all with the focus to better service the LEP community. Its contents served to highlight a component of interpreting that most newcomers do not know: the emotional one. Handling emotions and fear as an interpreter.

Education 98

Education Healthcare Management Personalization 98

OctopusTech

AUGUST 18, 2023

Custom web designers use it to design pages and organize their content online. JavaScript: Simply put, JavaScript is a programming language that facilitates the development of a website of interactive and dynamic web content. Continual expenditures for hosting, themes, domain names, and website management should also be considered.

Construction 62

Construction Engineering APIs Enterprise 62

AWS Machine Learning

APRIL 18, 2023

MLSL helped RallyPoint save and improve the lives of the US military community. The idea is that the more relevant a recommended job is, the higher the likelihood of members applying to those jobs, leading to improved employment outcomes. Yash Shah is a Science Manager in the Amazon ML Solutions Lab.

Personalization 73

Personalization Metrics Healthcare Automotive 73

Babelforce

DECEMBER 3, 2020

Crucially, the scholarships are awarded for any area of study – the company isn’t just putting people through management training. What’s the outcome? Middle manager and senior leadership spend 35-50% of their time in meetings. What’s the outcome? What’s the outcome? So how do you manage that?

Feedback 59

Feedback Contact Center Benchmark Interactive Voice Response 59

ChurnZero

MARCH 3, 2020

It’s also a great opportunity to meet and network with peers within the Customer Success community. SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. BIG RYG will focus on the people and the content.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Babelforce

DECEMBER 3, 2020

Crucially, the scholarships are awarded for any area of study – the company isn’t just putting people through management training. What’s the outcome? Middle manager and senior leadership spend 35-50% of their time in meetings. What’s the outcome? What’s the outcome? So how do you manage that?

Feedback 52

Feedback Contact Center Benchmark Interactive Voice Response 52

CSM Practice

FEBRUARY 12, 2020

This includes the support team, customer success team, delivery or service team, and account managers. Usage data, survey data, and online community discussions can be used to identify customers with additional business needs or interests in additional services. 3 Interview Tips for Hiring Customer Success Managers: [link].

Upselling 52

Upselling Customer centricity Sales Accountability 52

Hero Digital

MARCH 26, 2020

We now face critical shortages of staff, space and supplies, all factors that can have a negative impact on patient outcomes. To do this well, customer relationship managers (CRMs) must provide access to real-time data and insights that enable HCO employees to act, not analyze.

Healthcare 79

Healthcare Chatbots Technology Education 79

Livepro

SEPTEMBER 17, 2019

We can finally reveal this year’s livepro, Customer Service Knowledge Management Awards winners. Best Knowledge Object Outcome. We were looking for examples of clients who were showing innovation in their content and as a result, achieving great results for their organisations. Best Knowledge Management Rollout.

Management 40

Management Feedback Best practices Customer Care 40

InGenius

APRIL 20, 2018

For all you customer success managers out there, you may have seen our own Jorie Basque featured recently as a mentor on CSM from the Trenches , a community launched by ClientSuccess. CSM from the Trenches is a community where CSMs can learn from one another and it provides content on what it's really like to be on the CSM frontline.

Management 63

Management Customer advocacy Best practices Personalization 63

DMG Consulting

JUNE 8, 2021

Interaction analytics enables companies to alter the outcome of customer conversations, responding with real-time alerts and next-best-action guidance to agents, regardless of where they are located. Enterprises need data on how well their employees are delivering service on an ongoing basis.

Consulting 59

Consulting Consulting Analytics Marketing 59

CustomerSuccessBox

DECEMBER 7, 2021

In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. This role comes into the picture where the regular Customer Success Managers (CSMs) do not get in touch with the customers at regular intervals. Who is a Digital CSM? Skills required for a digital CSM.

Management 52

Management SaaS Marketing B2B 52