ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

SharpenCX

JUNE 21, 2023

Texts have an astounding open rate of 98% within five minutes of receipt. If text is such a high-volume communication channel for modern consumers, why don’t more call centers have an SMS strategy? An omnichannel call center strategy can save you time and money, while delighting your customers with service at every turn.

Call Center 67

Call Center Contact center software Contact Center Banking 67

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. From strategic plans, to presentations, to customer emails, to training material for their team—the writing never ends. You need proven work.

Management 98

Management Call Center Metrics Entertainment 98

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. What is the ESG Customer Success Maturity Model?

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

Kayako

FEBRUARY 28, 2019

The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with the need to design and deliver a great customer experience in order to support and sustain their growth initiatives. Customer Experience vision.

Customer Experience 48

Customer Experience Government Journey mapping Surveys 48

SharpenCX

FEBRUARY 18, 2020

And, you have a meeting with a customer in an hour to talk about some data they lost due to a bug in your system. You spend your day focused on your agents and your customers. Are your customers happy? Your heart is in building others up. Part of building a successful team means picking the perfect people for it.

Call Center 84

Call Center Coaching Management Contact Center 84

ThriveableBiz

JANUARY 18, 2023

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. It is possible to find business opportunities - if we’re smart about understanding customers and creatively solving their problems. Jozc on How to Market in a Downturn.

Marketing 98

Marketing Banking Education Feedback 98

NobelBiz

JUNE 5, 2023

Outbound lead generation can be a game-changer strategy for businesses, but it is not without its share of challenges. The Basics of Lead Generation Lead generation, at its core, is the process of identifying and nurturing potential customers for a business’s products or services.

Call Center 52

Call Center Scripts CRM Contact Center 52

Eptica

NOVEMBER 20, 2019

Author: Arnaud Dufournet - Chief Marketing Officer Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues. Equally, successful CX programs have to involve the entire business, from senior leaders down and span multiple departments.

Customer centricity 69

Customer centricity Best practices Consulting Consulting 69

Education Services Group

SEPTEMBER 13, 2021

It’s never too early to start building your CS tech stack. The earlier you start, the faster you’ll be able to create an effective, scalable, long-term Customer Success strategy. In other words, the success of your CS strategy and business goals hinge on getting your tech stack right. Cross-functionality.

Customer retention 52

Customer retention Technology Customer Experience Best practices 52

Integrity Solutions

MAY 13, 2021

Customer expectations are higher than ever. Neither have the core selling principles that drive their success. One of the more striking findings from our research is that success, particularly for salespeople, has more to do with “who you are” than “what you know.” What are the traits of a great salesperson in 2021?

Sales 86

Sales Customer centricity Best practices B2B 86

Comm100

SEPTEMBER 29, 2021

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. So far in the series, we’ve covered: Why You Can’t Afford to Ignore It , introducing the many benefits of digital transformation in customer service, including reduced costs, improved CSAT scores, improved efficiency, and much more.

Customer Service 77

Customer Service Best practices Chatbots Personalization 77

Education Services Group

APRIL 12, 2022

You know what I love about being part of the Customer Success movement? Because it stands at the edge between customer and provider, it has no choice but to be nimble, deliberate, and anticipatory. What is ESG and what is Customer Success as a Service (CSaaS)? The tectonic forces that are constantly at play.

Best practices 52

Best practices Customer centricity Technology Enterprise 52

SharpenCX

JULY 22, 2020

They know that legacy tech bogs you down and can’t deliver the omnichannel service your customers expect. They know that legacy tech bogs you down and can’t deliver the omnichannel service your customers expect. That’s why through 2022 , IT-driven organizations will build 75% of successful digital strategies.

Contact Center 67

Contact Center Interactive Voice Response Coaching Engineering 67

Education Services Group

FEBRUARY 9, 2021

Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. As for Customer Success platforms, only 47% of those surveyed said they use them in their tech stack.

CRM 52

CRM Best practices Sales Banking 52

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. The first question was to ask if what they were doing was right for the customer.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

CSM Magazine

SEPTEMBER 29, 2020

Unlike traditional ways of advertising, sending emails turns into a very effective tool for finding new customers. Modern technologies include spam filters and various firewalls that aim to block unwanted messages that aren’t worthy of customers’ attention. Certain factors determine whether emails get delivered.

Advertising 52

Advertising Marketing Technology Accountability 52

Call Experts

JULY 17, 2019

Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line. Customer experience matters.

Customer Experience 66

Customer Experience Customer retention outsourcing Call Center 66

inmoment

AUGUST 16, 2018

Becoming customer-centric doesn’t just happen. Here are five key areas that serve as building blocks for infusing customer centricity into your brand. It should be clearly defined and communicated to employees and understood—and expected—by customers.

Customer centricity 40

Customer centricity Coaching Accountability Personalization 40

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. To build an easy to use IVR that helps your customers follow these five tips! Data matters.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

CSM Magazine

OCTOBER 26, 2016

The conventional approach to gaining customers, based on picking a segment of purchasers to target and developing products for that segment, is no longer enough. Ten principles at the heart of an effective customer strategy. Know your customers at a granular level. Master the art of the possible.

Brand ambassadors 66

Brand ambassadors Customer advocacy Consulting Consulting 66

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A Business Sense.

Management 69

Management Customer centricity Customer Experience Metrics 69

Comm100

MARCH 21, 2022

This inherent and necessary fact can lead to frustration with government service delivery, and is a key reason why government customer satisfaction falls so far behind the private sector. Here are the top five. . When improving service delivery in government, efficiency is the first building block. Start with efficiency

Government 65

Government Wait times CRM Technology 65

Avaya

FEBRUARY 7, 2017

With digitization proven to enhance business outcomes, cost savings, and CX possibilities, implementing a digital strategy seems to be a no-brainer today. For example, they can uniquely differentiate themselves by embedding video into the mobile customer experience. So, how can hotels stay ahead?

Entertainment 55

Entertainment Upselling Call Center Self service 55

aircall

MARCH 8, 2021

Plus, you will also see statistics stating that cold calls are the second top sales strategy in use today. Plus, you will also see statistics stating that cold calls are the second top sales strategy in use today. Cold calling is still an essential sales strategy tool. This is the key to unlocking outbound calling success.

Scripts 62

Scripts Sales Personalization Marketing 62

C Space

DECEMBER 5, 2019

Christina Stahlkopf is an Associate Director in C Space’s Boston office and a core member of our Global Research Team, Christina turns stats to stories and is a lead architect of our annual Customer Experience Code (CXC) Study, which connects key brand relationship behaviors to stronger business performance. We All Need Friends.

Airlines 52

Airlines Advertising Personalization Technology 52

ChurnZero

FEBRUARY 16, 2023

As a CSM, you think about customers—their wants, needs, feelings, and concerns—all day long. In my early days in Customer Success, I remember a conflict where my team received notice from marketing that we were now responsible for writing one-pagers because we, as CSMs, were the product experts. I’m guilty of this myself.

Construction 52

Construction SaaS Feedback Personalization 52

ChurnZero

FEBRUARY 16, 2023

As a CSM, you think about customers—their wants, needs, feelings, and concerns—all day long. In my early days in Customer Success, I remember a conflict where my team received notice from marketing that we were now responsible for writing one-pagers because we, as CSMs, were the product experts. I’m guilty of this myself.

Construction 52

Construction SaaS Feedback Personalization 52

C Space

APRIL 27, 2020

Grants and donations raised from this campaign will provide immediate and ongoing financial, livelihood and health needs of customers and their communities across FINCA’s global network of banks and social enterprises in the face of the COVID-19 pandemic. The Brand Move Roundup – April 27, 2020.

Finance 52

Finance Enterprise Healthcare Banking 52

Mindtouch

MAY 13, 2016

Ok, so Gainsight might produce the software that others use to listen in, but that doesn’t mean they don’t track their own customer’s heartbeat as well. As Jason Lemkin of Saastr points out, in today’s economy 90% of your revenue comes from current customers versus 10% from new acquisitions. But, now that it’s there, what’s next?

Self service 48

Self service SaaS Sales Best practices 48

CrazyCall

NOVEMBER 22, 2018

This week’s featured interview is Dan Martell – a serial entrepreneur, a world-famous business coach for SaaS founders and an angel investor since young years (40+ successful investments so far!). Then I finally launched Clarity.fm, which obviously became a huge success and my last company that I exited. Email address.

Sales 61

Sales SaaS Coaching Outbound sales 61

JivoChat

NOVEMBER 7, 2019

With that said, you definitely don’t want to leave a bad first impression and lose potential customers all because you don’t have an appealing website design. With that said, you definitely don’t want to leave a bad first impression and lose potential customers all because you don’t have an appealing website design. No need to worry!

Sales 40

Sales Engineering Marketing Customer Service 40

Nicereply

MARCH 12, 2019

Attack plans always provide a better CX, even if the customer doesn’t follow the steps provided, doesn’t see the next issue you described, or ends up escalating the case as you anticipated. Customer frustration with your support can be caused by many things. And do they need to re-explain their issue multiple times?

Transportation 45

Transportation Construction Customer effort Chatbots 45

C Space

MAY 29, 2020

Therefore, booking platforms have been encouraging retailers, such as markets and grocery stores, to sign to help ease traffic and encourage customer visits. The Brand Move Roundup – May 29, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully.

Healthcare 40

Healthcare Sales Marketing Advertising 40

Russel Lolacher

SEPTEMBER 6, 2022

In this episode of Relationships at Work, Russel chats with organizational consultants and compensation experts Crystal Henrickson and Annika Reinhardt on the role of employee compensation in professional development and workplace culture. Connect with them: Website – Talent Collective. Linkedin – Talent Collective. KEY TAKEAWAYS.

Consulting 52

Consulting Consulting Coaching Marketing 52

JivoChat

AUGUST 27, 2023

However, there exists a hidden powerhouse—the robust E-commerce infrastructure that drives their operations and ensures a seamless shopping experience for customers. However, there exists a hidden powerhouse—the robust E-commerce infrastructure that drives their operations and ensures a seamless shopping experience for customers.

CRM 75

CRM Technical Support Analytics Customer Support 75

ChurnZero

JANUARY 28, 2022

To overcome this doubt-induced inertia, companies need to codify their strategies for effectively adopting new software, lest you end up with pricey shelf-ware or controlled chaos in a system that creates more issues than it solves. Execute your rollout strategy. I’d be lying if I said I came up with these strategies on my own.

SaaS 98

SaaS Feedback Coaching Education 98