Totango

JANUARY 22, 2024

Most expect to see CS emerging as a growth engine. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth. Additionally, our CAB members are buzzing about AI. Retention is the new acquisition.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. 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.

Automotive 99

Automotive Journey mapping Self service Sales 99

Beyond Philosophy

MARCH 10, 2020

Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. Misinterpreting why a customer acts the way they do can lead to limits on your customer-driven growth.

Consulting 448

Consulting Consulting Call Center Personalization 448

Outsource Consultants

APRIL 18, 2024

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. Lastly, some metrics are synergistic with strongly correlated outcomes, where others can be distinct and have more opaque connection to each other. We encourage you to check it out.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Real Blue Sky

NOVEMBER 21, 2023

Unlocking Growth: The Power of Adaptation and Innovation Introduction In the current economic climate, where unpredictability is the only constant, businesses are grappling with the reality of tightened budgets and a future that’s hard to forecast.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Totango

JANUARY 3, 2024

These touchpoints are key for driving positive customer outcomes and unlocking new revenue potential—which makes connecting revenue intelligence platforms, like Gong and Chorus, directly into Totango critical to accelerate the path to success for customers, relieving what would be an otherwise time-consuming and difficult burden.

Revenue potential 102

Revenue potential Enterprise Accountability Marketing 102

Strikedeck

AUGUST 25, 2020

Vincent Manlapaz, in an interview with Sean Whitsitt, talks about the importance of strategic planning to help customers achieve outcomes and hit their goals.

Customer advocacy 52

Customer advocacy SaaS Customer Experience 52

ShepHyken

AUGUST 21, 2020

For some, it has been a monumental and frustrating struggle, while others have been able to plan and execute deep changes that have improved adoption, satisfaction, safety, and (most likely) loyalty and growth for years to come. No one wants global events like this nightmare pandemic to occur in the first place, much less ever again.

Customer Experience 615

Customer Experience Government Feedback Management 615

ClearAction

MARCH 27, 2021

It compares desired versus undesired outcomes , as seen by customers. 1 Those who excel in minimizing customers’ undesirable outcomes while maximizing customers’ desirable outcomes will be rewarded. Outcomes are the basis for customers’ behavior: rebuy, recommend, etc. Outcomes must be both effective and efficient.

Customer Experience 77

Customer Experience Metrics Benchmark Advertising 77

ShepHyken

JANUARY 4, 2021

How to design your business to deliver better customer outcomes by Vala Afshar. ZDNet) To successfully compete in the next normal, companies must develop a new strategic playbook for improving the stakeholder experience and business growth opportunities. The focus is on customer outcomes. These ideas are brilliant!

Customer Service 357

Customer Service Entertainment Customer Experience Marketing 357

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Kapta Customer Success

NOVEMBER 13, 2023

In today’s marketplace, customer retention is dependent on customer outcomes. Forrester also found that B2B organizations that consistently prioritize customer outcomes are three times more likely to experience at least 10% growth in revenue, profits, and customer retention.

Accountability 59

Accountability B2B Customer retention Management 59

ClearAction

AUGUST 19, 2020

To paint a concise picture of growth strength. Secondly, it should generate appropriate behaviors and outcomes. Assumes satisfaction is sufficient toward growth. Assumes all 3 factors must co-exist for reliable growth. CX Value Quotient: This CX index: Communicates positive vs. negative outcomes for customers.

Customer Experience 174

Customer Experience Customer centricity Metrics Sales 174

Totango

MAY 17, 2023

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities.

Sales 106

Sales Marketing Metrics APIs 106

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Well, as with any other work you do within your organization, shining the spotlight on culture is also all about the outcomes!

Customer centricity 103

Customer centricity Coaching Employee engagement Consulting 103

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. Based on customer feedback, Totango is thrilled to accelerate customer success-led growth by recently introducing new partnerships and integrations.

Enterprise 112

Enterprise Best practices Feedback Education 112

IdeasUnlimited

MARCH 6, 2024

The Next Level of Business Growth With IdeasUnlimited’s team as the backbone of your support services, you can anticipate growth and results that propel your business forward. With 100% uptime and minimal response delay, they ensure that your customers always have a reliable point of contact.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

Totango

DECEMBER 7, 2023

In Hodges’ episode of the CS School podcast, she discusses how JLL successfully implemented this strategy, the early benefits they’re seeing in terms of customer outcomes, and the opportunities ahead to establish best-in-class processes.

Sales 89

Sales Enterprise Best practices Metrics 89

Totango

JULY 8, 2022

Essentially, this means that if your business is currently focusing 80% of efforts on acquiring new customers and 20% on customer-based growth, now is the time to shift your efforts to protecting and growing your current customer base to solidify the foundation of your business’ stability and revenue, regardless of what’s happening in the market.

CRM 103

CRM Customer retention Self service Best practices 103

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

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Why does this drive growth? Higher growth, with sustained upward trends, result from customer-aligned organizations.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Totango

JUNE 8, 2022

These companies are seeing net revenue retention (NRR) rates at over 125%, driving 10x growth, and have extremely low churn rates at 3% or less. In order for a high-growth operating model to work, you have to move to a customer-value-driven approach. An outcome-first design. Eliminate Chokepoints . How do you do this?

SaaS 87

SaaS Best practices CRM Enterprise 87

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. Expansion and growth.

B2B 115

B2B Journey mapping SaaS Engineering 115

Vistio

APRIL 1, 2024

This targeted and well-planned style of practice leads to enhanced learning outcomes and fosters more effective skill development. It fosters a growth mindset, encouraging agents to constantly strive towards improvement in their performance.

Accountability 52

Accountability Customer Service Contact Center Morale 52

NobelBiz

APRIL 2, 2024

Scalability Built to scale effortlessly, accommodating growth and fluctuations in call volume without sacrificing performance or reliability. May lack the scalability to support rapid growth or sudden spikes in demand, potentially leading to performance issues during peak periods.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

TeamSupport

FEBRUARY 1, 2024

This leads to tangible business outcomes like revenue growth, reduced churn rates, and elevated customer satisfaction. With TeamSupport, companies can elevate their customer experience and drive positive business outcomes while maintaining a customer-centric approach. Take a self-guided tour or sign up for a live demo !

Customer Support 52

Customer Support Customer centricity First call resolution outsourcing 52

City Communications

MARCH 4, 2024

CIOs often look for specific qualities and outcomes when working with a technology agent. Scalability : CIOs need technology solutions that can scale with the organization's growth, providing flexibility to add or remove services as needed.

Technology 52

Technology Customer Support 52

Totango

OCTOBER 18, 2023

Totango accelerates revenue retention and customer growth Last month at Totango Live! , That’s why many CEOs and executive boards are turning to customer success teams to be the drivers for business growth. If you missed Totango Live! If you aren’t yet a customer, sign up for your demo to get started today!

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101

Maru Group

DECEMBER 13, 2022

Consumer Duty raises the bar of regulatory consumer protection in the financial services sector by shifting the regulation paradigm from a process-driven approach to one based on customer outcomes. What are the Consumer Duty outcomes? Price and value outcome : The price of products and services represents fair value for consumers.

Metrics 84

Metrics Analytics Customer effort Surveys 84

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. Expansion opportunities.

B2B 91

B2B CRM Enterprise Upselling 91

Integrity Solutions

NOVEMBER 29, 2022

These are all good goals to have, but they’re outcomes; they’re not predictive. To gauge sales training ROI, you must drill down into what it takes to get to those outcomes and, more specifically, how people are doing things differently to generate those outcomes. Did our salespeople see value in the training?

Metrics 87

Metrics Sales Coaching Accountability 87

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