Beyond Philosophy

JULY 4, 2020

What A Face Mask Can Do for Customer Segmentation. However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them. Everyone has an opinion about face masks.

Government 386

Government Consulting Consulting Customer Experience 386

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Consulting 406

Consulting Consulting Marketing Personalization 406

Beyond Philosophy

SEPTEMBER 23, 2023

However, the fact we differ on these points demonstrates a critical overarching theme of this podcast: segmentation matters, and accommodation is key to deliver an excellent experience. Moreover, if they prefer to cater to a specific segment of customer that prefers the way they do things, that is their prerogative.

Management 195

Management Customer Experience 195

Beyond Philosophy

DECEMBER 28, 2020

It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We call it a Customer Experience Statement (CES), and it defines the emotional outcome you want your customers to feel about their experiences with you. We covered this topic on a recent podcast.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

ChurnZero

APRIL 12, 2024

Just as customer success is always evolving, so is ChurnZero’s customer success software. Feature Update : Chart and table enhancements for Customer Journeys What’s new : Your Journey Milestones and Tasks just got a facelift!

Accountability 52

Accountability Management 52

LiveVox

OCTOBER 3, 2023

In financial services, each interaction carries a lot of weight, so the art of segmentation is a powerful ally. It enables a tailored approach that resonates with each customer’s unique needs.

Personalization 91

Personalization 91

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Totango

APRIL 18, 2023

As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news.

Engineering 98

Engineering Accountability Enterprise Sales 98

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

Best practices 99

Best practices B2B Journey mapping Upselling 99

Education Services Group

OCTOBER 4, 2022

Customer segmentation and tiering are not the same thing! But I still see far too many Customer Success leaders (yes, even smart ones!) Be sure you’re making a real distinction between segmentation and tiering in your Customer Success strategy. segmentation and tiering go great together.

Best practices 52

Best practices Finance Enterprise B2B 52

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Journey mapping 97

Journey mapping Construction B2B Education 97

CSM Magazine

FEBRUARY 12, 2024

Businesses are continuously on the lookout for innovative approaches to enhance their customer outreach and engagement strategies. However, one essential element of customer communication often goes unnoticed – outbound voice communication. Building lasting customer relationships is a key objective of outbound voice communication.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

VirtualPBX

NOVEMBER 8, 2023

In today’s fast-paced business world, effective communication is the lifeline of any successful company. Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

Win the Customer

SEPTEMBER 7, 2023

The McKinsey Matrix, a tool initially designed for portfolio analysis, proves to be surprisingly versatile when applied to customer experience strategies. By mapping customer segments onto the matrix, companies can make informed decisions about where to allocate resources for the greatest impact.

Customer Experience 59

Customer Experience Marketing Management Personalization 59

ProProfs Blog

DECEMBER 23, 2020

Are your customers young and rustic or toolbelt traditionalists? Feeling lost as to why we are referring customers with such nicknames? Well, market research firms such as Claritas use these to divide customers into different segments. And why not, it helps you understand your customers even better.

Marketing 131

Marketing Accountability Feedback Customer Support 131

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Resources to dig deeper: 5 Tips to Simplify Your Customer Journey Map.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

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. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 98

Customer retention Upselling CRM SaaS 98

CSM Practice

APRIL 29, 2020

Recently, I find many of my clients segment their existing client base in a new way in response to Covid19. This new segmentation strategy is placed to ensure customer success teams are able to prioritize customer slew of stop-payment requests, discount asks as well as to effectively identify expansion opportunities.

Accountability 75

Accountability CRM Management Customer Experience 75

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Enterprise 112

Enterprise Best practices Feedback Education 112

AWS Machine Learning

NOVEMBER 15, 2023

In this post, we explore the basics of visual prompt engineering, its benefits, and how it can be used to solve a specific use case: image segmentation for autonomous driving. In recent years, the field of computer vision has witnessed significant advancements in the area of image segmentation.

Engineering 88

Engineering APIs Automotive Entertainment 88

Totango

APRIL 5, 2022

Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. Your respondents’ average score can be used to measure customer satisfaction and predict business growth. Customizing your survey with additional response fields. Branding your survey.

Upselling 101

Upselling Surveys Analytics Customer retention 101

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue. What is survey fatigue?

Surveys 81

Surveys Feedback B2B SaaS 81

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Journey mapping 82

Journey mapping Enterprise Accountability Feedback 82

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 83

Analytics Customer Experience Management Surveys 83

CSM Magazine

APRIL 19, 2024

In today’s business world, companies are always looking for ways to stay ahead and improve how they connect with customers. One effective strategy that is gaining popularity is using Customer Experience (CX) software. This tool can make a difference in how businesses engage with customers and build connections.

Multichannel 59

Multichannel Metrics Analytics Feedback 59

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? This type of consumer segmentation is merely high-tech stereotyping in disguise. After all, stereotypes are primarily segmentations of a group using the observed or perceived behaviors of a few to then identify the whole.

Customer Experience 251

Customer Experience Telemarketing Entertainment Contact Center 251

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Customer Experience 69

Customer Experience Management Journey mapping Customer centricity 69

Education Services Group

NOVEMBER 28, 2022

As presenters at ChurnZero’s BIG RYG 2022, Jordan Olivero and I discussed segmentation, tiering, and capacity planning in our session: Financial Modeling for Customer Success: From the Top Down and Bottom Up. So back to the big question: “How do I cover my entire install base of customers in the most efficient way possible?”.

Finance 52

Finance Government Metrics Best practices 52

Totango

APRIL 7, 2021

The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . Workflow Automation and Customer Success. Automating workflows is especially useful when it comes to your customer success goals.

APIs 118

APIs Enterprise Analytics Technology 118

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology.

Technology 62

Technology Consulting Consulting B2B 62

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84