Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” We recently fielded this question with our Customer Advisory Board (CAB) revealing a consensus among CS and sales leaders: improving retention rates is the most important business outcome to focus on this year. From the very start, identify and capture outcomes.

Sales 89

Sales Upselling Accountability SaaS 89

ShepHyken

AUGUST 21, 2020

It is a continuous force that continues even if life were to suddenly stay the same. It will require continuous onboarding and ongoing training, as well as good communication of the vision with customers, partners and employees, so that people align, collaborate and evolve together.

Customer Experience 615

Customer Experience Government Feedback Management 615

Totango

NOVEMBER 27, 2023

Looking at the customer journey holistically and using a combination of human and digital touches, you can efficiently scale business outcomes without sacrificing the value you’re providing to customers. Cross-functional collaboration: customer outcomes The ultimate goal of CS is to ensure that your customer finds value in using your product.

Enterprise 103

Enterprise Best practices Marketing Sales 103

Kapta Customer Success

APRIL 1, 2024

Account managers are tasked with protecting and growing revenue while driving customer outcomes and maximizing customer lifetime value. This puts both customers and account managers under pressure to continue meeting prior goals with fewer resources.

Accountability 59

Accountability Management Marketing Personalization 59

Totango

JANUARY 22, 2024

Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. However, as enterprises continue to embrace the importance of customer results in relation to growth, the customer success objective will also shift to a more outcome-oriented function.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

ShepHyken

OCTOBER 26, 2021

Whether you are selling razor blades, pens, or a streaming service, the goal is to get the customers to say that they are getting enough value for your products to continue doing business with you. How do companies ensure that their customers continuously get value over time so they don’t leave you for your competitors?

SaaS 184

SaaS B2B Consulting Consulting 184

Real Blue Sky

NOVEMBER 21, 2023

With a focus on cultivating deep connections, fostering a culture of engagement, and driving a business model centered on outcomes, growth is not just possible—it’s achievable. A continuous improvement program is the engine that drives these efforts.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Totango

JANUARY 2, 2024

Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations. Most every CS leader wants to achieve or improve the business outcomes for their team, but the CS Ops person is really the one that drives it.”

Automotive 99

Automotive Journey mapping Self service Sales 99

Totango

SEPTEMBER 6, 2022

A quarterly business review is a customer meeting conducted every three months to discuss how well you’re meeting your customer’s desired outcomes and what adjustments you can make to achieve your customer’s future goals. Allowing you to identify issues that are impeding customer success outcomes and satisfaction. What Is a QBR?

SaaS 105

SaaS Technical Support Benchmark Accountability 105

Steve DiGioia

AUGUST 16, 2021

You continue to leave them in the dark about upcoming actions and decisions that affect them. Will continue to emulate the actions of their leaders, whether good or bad. You believe the project’s outcome will be complete and as intended. Who cares what your employees say! The opinions of your employees don’t matter. They don’t.

Construction 245

Construction Personalization Management Customer Service 245

The Northridge Group

NOVEMBER 4, 2021

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. If improvements fall short of the goal, coaches should recommend alternative approaches.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

Totango

SEPTEMBER 22, 2023

We partner with expert vendors across categories in order to support our vision that customer success requires superior alignment across the C-suite to drive business outcomes and customer value.” CS has the multi-pronged connection with customers to understand and nurture their path to business outcomes—over time.

Enterprise 113

Enterprise Education Best practices Customer retention 113

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. delivering results-driven outcomes. Delivering results-driven outcomes. handling complex equipment. Optimizing appointments.

Self service 207

Self service B2B Customer centricity Technology 207

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. At each stage in your customer’s journey, their experience determines whether they continue engaging with your brand. To encourage desired outcomes at each stage, you can deploy automated best practices.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

Totango

JULY 11, 2023

Totango enables CS teams to drive outcomes quickly We recognize that in today’s challenging environment, most businesses are laser-focused on retaining and growing current clients, and they’re turning to their customer success teams to make it happen. ” — Juan G., ” — Juan G.,

Journey mapping 82

Journey mapping Enterprise Accountability Feedback 82

COPC

JUNE 9, 2023

The Evolution of Generative AI While generative AI, like ChatGPT, can provide answers based on publicly available information, controlling outcomes is essential. Then, carefully curate the data to ensure accurate outcomes. Organizations can build reliable AI models that deliver accurate outcomes by ensuring data accuracy.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Nuance

APRIL 19, 2021

Healthcare technology innovations continue to empower physicians, enabling them to achieve the best outcomes for their patients. At Nuance, we’ve had a front row seat to digital transformation for decades; yet the need for continued, even accelerated, innovation has never been more important than it is today.

Healthcare 119

Healthcare Technology 119

NobelBiz

APRIL 2, 2024

Omnichannel Routing With omnichannel routing capabilities, interactions seamlessly transition between channels, allowing customers to start a conversation on one platform and continue it on another without interruption. This can help contact centers tackle seasonality and unpredicted activity spikes with virtually no infrastructure update.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

CSM Magazine

OCTOBER 18, 2023

With new language support and agent intelligence, Zenarate continues to innovate breakthrough capabilities to allow globally distributed teams to train in their native languages and improve agent proficiency and performance. Ensuring they’re prepared before they ever go live with customers and continuously developing them once they do.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

Cincom

AUGUST 19, 2021

Those who are looking to better understand how value is being delivered for IT should not only look toward the building blocks that make up their IT cost base; they should also consider ways to translate them into an outcome-based measure of IT value. Support of Key Business Outcomes. the level of financial return.

Management 98

Management Construction Upselling Metrics 98

Totango

FEBRUARY 23, 2023

By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Metrics 83

Metrics Upselling Accountability Enterprise 83

CSM Magazine

MARCH 1, 2024

By placing a wager on the outcome of a match or event, spectators add another layer of engagement to their sports experience. It’s not just about the possibility of winning; it’s also about feeling a part of the game, analyzing strategies, and predicting outcomes based on skill and knowledge.

Entertainment 52

Entertainment Technology Customer Support Personalization 52

Vistio

MARCH 11, 2024

This enables you to establish a baseline against which to measure the success of your training program, allowing for informed evaluation of training outcomes and agent performance improvements. This, in turn, enables you to refine and adjust your training programs to better align with agent needs and desired outcomes.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Totango

OCTOBER 12, 2022

For instance, it’s evident that customer success is continuing to mature as it develops from a niche business unit into a mission-critical function. Continuing a trend from previous years, product management and operations teams emerged as key collaboration partners. We can see this development in our recent survey.

Enterprise 110

Enterprise Surveys Sales Customer retention 110

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. What’s their secret?

Quality management 83

Quality management Customer centricity Management Contact Center 83

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. This way, customer support, and customer service teams can work in tandem to help deliver outstanding experiences and desired outcomes to customers.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Connect

DECEMBER 11, 2023

Through continuous learning and improvement, automated AI solutions will continually update and refresh the information agents receive to make the contact centre solution smarter, which enlivens future engagements with customers and makes every interaction more efficient. Better agent experience.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

Totango

APRIL 13, 2022

In order to be successful, keep your customers happy and continue providing them the value they want from your product, you need to be approaching customer success with a “modern” mindset. An agile customer success strategy involves making continuous, iterative, incremental improvements to achieve consistently optimized client outcomes.

Enterprise 91

Enterprise Technology Personalization Customer Experience 91

Nuance

JUNE 23, 2022

Microsoft and Nuance are dedicated to ensuring our products complement each other, accelerate better business outcomes, and continue to deliver value well into [.] Since Microsoft and Nuance joined forces earlier this year, both teams have been clear about our commitment to putting our customers first. This is a summary.

Management 88

Management Enterprise Contact Center 88

Cisco - Contact Center

JANUARY 10, 2023

They design from the ground up to architect and build innovative solutions business users adopt, and produce game-changing technical and business outcomes. With our partners, we continue to help our customers expand the boundaries of what is possible in financial services.

Banking 145

Banking Enterprise APIs Contact Center 145

Comm100

APRIL 22, 2024

These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes. Continuous training programs equip agents with the necessary skills and knowledge to perform their roles effectively, adapting to new tools and technologies.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Totango

DECEMBER 1, 2021

An agile customer success strategy employs a methodology of continuous, iterative, incremental improvements to achieve consistently optimized client outcomes. Delivering more customized, personalized CS outcomes. Agile follows the principles of Kaizen, continuous forward progress.

Government 96

Government Journey mapping Accountability Benchmark 96

CSM Magazine

MARCH 26, 2024

Gather information on their behaviors, preferences, pain points, and desired outcomes. Performance optimization should be a continuous goal in the development lifecycle. Continual Learning and Adaptation SaaS ecosystems are dynamic, so staying ahead of the curve is essential.

SaaS 52

SaaS Customer Experience Construction Analytics 52

Totango

JUNE 15, 2022

Bleeding cash into the quest for new customers simply doesn’t make sense when all organizations are looking for ways to cut costs, so it’s imperative that you prove your worth and show your customers why they should not only stick with you, but continue to invest more in your product. . Reorient Your Operating Model.

Upselling 95

Upselling Analytics Self service CRM 95

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. Continually improving your customer journey to remove weaknesses in your procedures.

Journey mapping 91

Journey mapping Benchmark Best practices Accountability 91

Totango

JULY 8, 2022

The best way to shift right is by implementing composable customer success software that is purpose-built on CS best practices, features embedded intelligence, and is simple to get started and quick to deliver outcomes. Shift Right with Totango .

CRM 103

CRM Customer retention Self service Best practices 103