ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric.

SaaS 98

SaaS Upselling B2B Metrics 98

aircall

DECEMBER 16, 2022

With a comprehensive CRM that is integrated into your cloud-based business phone system, you can start creating personalized customer interactions. Since 2014, Aircall has been helping businesses around the world not only make sales but also create unforgettable customer experiences. We help you create unique customer experiences.

Sales 62

Sales CRM Interactive Voice Response Coaching 62

Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Their success metrics should have a clear customer focus, and their leaders should care about customer experience.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 Our Customer Success mission statement is to “ retain and grow our customers by helping them achieve their goals ” and our metrics is Net MRR Churn. Our biggest challenge is tracking the impact of the actions we take on our metrics. Our growth has been crazy!

Education 129

Education Metrics Accountability Sales 129

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Does it spell doom for your business?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

GetFeedback

JUNE 3, 2019

90% of consumers find personalization appealing. In fact, 80% say they’d be more likely to do business with a company that offers personalized approaches to their marketing. Between 2014 and 2018 the average office worker received about 90 emails a day —and that’s just to their work inbox. Know your customers .

Surveys 74

Surveys Customer Service B2C Metrics 74

CrazyCall

APRIL 9, 2019

Personal website. In 2014 Tiffani Bova was recognized as one of the most Powerful and Influential Women in California by the National Diversity Council. Personal website. Personal website. If the sales process does get stalled out, the only person who loses is you. ”. Tiffani Bova. Really unique experience!

Sales 133

Sales Consulting Consulting Coaching 133

Vonage

JULY 27, 2015

Our solution helped business software company, Qlik , to manage its call centre more effectively, with key operational metrics available in real-time. Related Posts Improve customer satisfaction by personalizing service. How CFOs plan to deliver on 2014 expectations [Infographic]. Designing a scalable contact centre.

Technology 125

Technology outsourcing Enterprise Sales 125

Customer Guru

MARCH 7, 2018

She is one of the most personable #WomenInCX. She has spearheaded the process of implementing NPS and making it the key customer experience metric at Ferns N Petals. Starting her career as a Personal Assistant at Colt, she made her way to becoming Director of Sales Support Operations, Customer Experience, and Marketing.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. What metrics do you watch closely? There are so many metrics you can look at in Customer Success.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

ChurnZero

OCTOBER 30, 2020

One of the big challenges we see is that the initial users are happy but six months later some person comes on the account. We don’t know who that person is, and their experience is very different from those first individuals.”. . There’s much skepticism about NPS being a valid metric to rely on.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

CrazyCall

SEPTEMBER 4, 2018

If you want to follow everyone on this list, check out the list on Twitter , where we’ve brought together all the sales influencers, so you can easily check their profiles and follow each person you want to. Personal blog. Personal website. Personal blog. Brian Halligan. Noah Kagan . Max Altschuler .

Sales 129

Sales SaaS CRM B2B 129

Certified Languages International

OCTOBER 14, 2019

Speaking of the state of #language access in 2019, read our new blog post about the proposed changes to Section 1557 of the ACA that directly affect language access in #healthcare. theselumps #chump — christine mitchell (@christletine) April 16, 2014. More on the requirements of Section 1557 can be found on the U.S.

Interactive Voice Response 65

Interactive Voice Response Healthcare Education Accountability 65

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. According to Wikipedia, it means an unwelcome person. I like the definition from BusinessDictionary.com, which defines it as: A person who is rejected by those whose acceptance of him or her is required in a situation. OK, a little Latin refresher to start off. An outcome.

Customer centricity 64

Customer centricity Metrics Sales Customer Experience 64

ijgolding

NOVEMBER 17, 2016

I am also remarkably proud of the difference I have personally made in the organisations I have worked for and continue to work with. Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care.

Healthcare 92

Healthcare Government Engineering APIs 92

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? As we move into 2014, companies will be more focused than ever on the customer centric organization. As we move into 2014, companies will be more focused than ever on the customer centric organization. It is abundantly clear that the future is very bright for customer success!

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. I do sometimes find inspiration to write about both customer and employee experiences in the strangest ways, but that story got me thinking about this blog post that I needed to write about customer retention and how to keep customers coming back. I''ll tell you, but first a story.

Customer retention 83

Customer retention Advertising Multichannel Metrics 83

ProProfs Blog

FEBRUARY 13, 2020

billion from 2014 to 2016 alone. Loyalty programs have witnessed steady growth from 2014-2016 because of the deals they have to offer to the customers of a brand. 70% of businesses said they were improving client experience because customers expect more personalization, while 60% simply want to improve customer loyalty.

Customer retention 164

Customer retention Sales B2B Marketing 164

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Temkin Group was acquired by Qualtrics in October 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

JUNE 16, 2016

I was promoted to lead in October 2014 to manage the growing team. From there, we hand them off to our Onboarding Specialists, who give 1-on-1 personalized demos to customers. We offer workshops and personalized training courses. What kind of news sites or blogs do you read religiously, or have piqued your interest recently?

Engineering 80

Engineering Accountability Feedback Marketing 80

aircall

MARCH 19, 2021

Identity data or personal data is the foundation of a customer profile and helps companies identify each of their customers. Qualitative data goes one step further, helping you understand the personality of your customers and the why behind every action, interaction, and reaction. It also gives you insight into how to improve.

Sales 62

Sales CRM Marketing Best practices 62

Mindtouch

APRIL 30, 2018

Give one person responsibility for listening to your customers and authority to act on what they hear. – Guy Letts , CustomerSure. Editor’s Note : This post was originally published in 2014. The post 12 Impactful Customer Success Quotes appeared first on MindTouch Blog.

SaaS 48

SaaS Upselling B2B Self service 48

Amity

OCTOBER 31, 2016

How did you personally get started in Customer Success? He would post a great piece of content from Uberflip’s blog and I would go read it or comment on it on Linkedin. And that mentality was already built-in when I joined the team in 2014. What metrics do you watch closely? And that’s really important.

Coaching 0

Coaching Engineering Upselling Marketing 0

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. You cannot deliver a personalized customer experience across your various channels if the data are housed in several disparate systems. You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures.

Big data 71

Big data Customer Experience Journey mapping Benchmark 71

Amity

MARCH 24, 2016

Vend hired a Chief Customer Officer in May 2014 and I think that having that voice at the executive table changed everything. In terms of one of our biggest strengths on the team is every single person that we have hired has Retail experience. What blogs or news sites are you reading at the moment?

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

CX Journey

MAY 12, 2015

It appeared on their blog on November 20, 2014. So, rather than using metrics and charts to tell employees what customers want, we spun a story for better understanding Let me take a few steps back and answer some basic questions about storytelling. Focus on your personal strengths as you tell your story. Have a theme.

Metrics 66

Metrics Customer Experience Personalization Management 66

Amity

JANUARY 11, 2018

When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. What metrics do you watch closely? I focus heavily on this metric, especially since our Product Coaches are responsible for one-on-one training and following up with customers to drive engagement and adoption. She made the entire thing happen.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

delighted

OCTOBER 22, 2019

In this blog, we’ll examine 4 real-world examples of companies using NPS to gain insight into their businesses. The team decided to use NPS as one of their key metrics for measuring exactly how a customer felt about their Bonobos experience and whether or not the customer would be willing to refer Bonobos to friends or family.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. Now onto the best of 2015!

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Comm100

JANUARY 14, 2016

Depending on their personal preference, different consumers will choose any number of methods to communicate with any given company. According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014. Customer Service Becomes an Obsession. It’s everyone’s job.”

Customer Service 0

Customer Service Self service Advertising Airlines 0

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. The older a person was, the longer they were in their job, and the higher on the corporate ladder they were, the more likely they were to view their contact center as an avenue for value creation.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CallSource Insights

MAY 29, 2019

Email marketing allows brands to talk to their prospects more personally on a consistent, ongoing basis. Cookies are not altogether dead as many would have suggested back in 2014. Marketing is made more effective in every circumstance when the information communicated is personalized to the end user.

Management 40

Management Advertising Engineering Analytics 40

Toister Performance Solutions

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Do clear metrics exist for measuring progress? There's clarity around what this person does.

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. Nabahat Shanza. nabahatShanzA.

Call Center 140

Call Center call center software outsourcing Coaching 140

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. WordPress blogs. The question is a loaded one.

CRM 42

CRM Enterprise SaaS Marketing 42