ShepHyken

JUNE 27, 2023

When you sell a good product, the price is less relevant. If you have the best BBQ but treat people with disrespect, you won’t be nearly as successful. And when you combine friendly service with a great product, price becomes even less relevant. People will pay more for the best of both worlds! That’s a great goal.

Customer Service 301

Customer Service Marketing Customer Experience 301

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. Part 2: AI and Business Processes: How can it help? How can it hurt?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Totango

FEBRUARY 5, 2024

In: A hand-in-hand, three-team approach to customer success where Sales, CS, and Marketing work together to guide customers through the entire customer journey. No more “Here’s your customer success manager, see you never!” Customer success is a three-legged stool “Chime! Out: The old-school Sales-to-CS handoff.

Sales 98

Sales Enterprise Marketing SaaS 98

Totango

FEBRUARY 13, 2024

TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products! We love your product!

Upselling 105

Upselling SaaS Accountability Enterprise 105

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? However, we also found that most CS and sales leaders believe their business requires a more transparent and coordinated pre- and post-sales strategy to accomplish this goal.

Sales 89

Sales Upselling Accountability SaaS 89

Integrity Solutions

APRIL 8, 2024

The Impact of Mindset on Sales Success Regardless of how many sales techniques someone has mastered or how knowledgeable they are about your solutions, if their mindset is working against them, they will hit a brick wall. Lately, though, it’s as if those pressures have been magnified times ten.

Sales 73

Sales Coaching Personalization Surveys 73

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Enterprise Best practices Metrics 89

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. When you think about the opportunity for partnership between marketing and CS, it’s how you can retain that customer and increase their lifetime value.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 103

Enterprise Best practices Marketing Sales 103

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? How’s that for a few spicy thought starters? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! 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

Totango

OCTOBER 25, 2023

Brent Cogswell, Head of Customer Success at Schneider Electric, shares the organization’s principles and milestones for building a customer success strategy that unites the company and their customers around a shared mission. “It Our mission to unify the customer journey started with a focus on our recurring digital services.

Customer Experience 106

Customer Experience Best practices Finance Enterprise 106

Integrity Solutions

APRIL 8, 2024

The Impact of Mindset on Sales Success Regardless of how many sales techniques someone has mastered or how knowledgeable they are about your solutions, if their mindset is working against them, they will hit a brick wall. Lately, though, it’s as if those pressures have been magnified times ten.

Sales 64

Sales Coaching Personalization Surveys 64

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? Communication is adapted to the customer, not the other way around, creating more positive experiences and exceeding customer expectations. In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment.

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. It offers powerful real-time charts and visualizations of how users interact with digital products. What is Pendo?

Enterprise 91

Enterprise Finance SaaS Analytics 91

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

MARCH 16, 2023

I think the more companies focus on customer care analytics over marketing analytics, the better. Customer satisfaction (CSAT) Just as it sounds, a customer satisfaction score shows how satisfied your customers are with your products or services. AHT includes hold time, call transfers, and after call work, too.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

Integrity Solutions

OCTOBER 23, 2023

You might have some natural talent in talking and gaining rapport with customers or hunting down leads, but until you understand and build confidence and competence in those often more elusive areas, you’ll be limited in how far you can go. “To become successful in sales, you need a lo t of networking.

Sales 114

Sales Coaching Education Feedback 114

Totango

FEBRUARY 23, 2024

It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days. The elusive C-suite is a powerful and exciting place to be.

Marketing 97

Marketing Enterprise Sales 97

Totango

JANUARY 10, 2024

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. We’re more inclined to work proactively together versus being reactive and defensive. Madhavi Bezwada, VP of Client Success at Waystar. So, how did they do it?

Sales 93

Sales industry standards Benchmark Healthcare 93

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. How do you stand in that competition? Customer experience refers to how customers perceive their interactions with your company. Second, you often have to work across functions, geographies, or customer segments.

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

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

Totango

JANUARY 22, 2024

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. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

TeamSupport

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. It’s also imperative that companies know which support channels work best for their business model and are most useful to their unique customer base.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them. What about the individualistic approach?

Customer Service 52

Customer Service Chatbots CRM Customer Support 52

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. CS, more than any other function, is positioned to be the driver of customer results and customer retention to fuel growth.

Enterprise 113

Enterprise Education Best practices Customer retention 113

ChurnZero

APRIL 11, 2024

Every customer success leader I know is being asked to do more with less. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have.

B2B 52

B2B Journey mapping Marketing Sales 52

COPC

MARCH 11, 2024

The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Customer Service Life

DECEMBER 20, 2023

I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Ask your agents how they say no to customers and you’re bound to get an entire thesaurus worth of options. Think about it. Take for example my recent trip to the bank.

Upselling 83

Upselling Contact Center Engineering Banking 83

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. First, let’s define remote work. Remote work is the practice of working from a location other than the traditional office setting.

Management 88

Management Gamification Calibration Quality management 88

AWS Machine Learning

FEBRUARY 13, 2024

They offer a large assortment of over 50,000 products across 1,000 brands, and are operating in more than 500 cities and towns. We were facing the following challenges to operate their existing setup: With the continuous introduction of new products, the computer vision model needed to continuously incorporate new product information.

Engineering 98

Engineering Gamification Scripts Big data 98

ChurnZero

JUNE 15, 2023

Product usage data is one of the best tools customer success managers can use to anticipate customer needs, drive adoption, and increase expansion. What is product usage data? Ethan: Product usage data refers to information collected about how people use a product. How have things been going?”

Accountability 96

Accountability Upselling Analytics Metrics 96

360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success. What did that plan look like? Measurable.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188