Totango

MARCH 26, 2021

Tactical goals: Guide your customer through the onboarding process as smoothly as possible. Proactively assist customers who are having difficulty completing onboarding steps. Establish a relationship between your customer and their account manager. Resources: Guide to Customer Growth.

SaaS 66

SaaS Best practices Upselling Education 66

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Customer retention

Education 98

Education Benchmark Customer retention Metrics 98

Call Experts

MARCH 31, 2022

Our highly trained experts are available 24/7, 365 days, to address all your accounting front desk needs. According to a recent study , “For 86% (of respondents), good customer service turns one-time clients into long-term brand champions.” Provide Better Customer Service With 24/7 Availability During Tax Season.

Answering services 98

Answering services Accountability Customer retention Analytics 98

ChurnZero

MARCH 3, 2022

Top five Customer Success resources brought to you by ChurnZero. How to crush SaaS customer onboarding: a roundup of expert advice. SaaS onboarding makes or breaks your customer retention. In this playbook, we catalog the fifteen common monsters that attack customer retention.

SaaS 98

SaaS Customer retention Surveys Consulting 98

Outsource Consultants

OCTOBER 11, 2021

Luckily, there’s never been a better time to broaden your customer engagement repertoire with non-voice channels that can stand alone or elevate your existing voice BPO services. Here are the most common non-voice outsourcing priorities of 2021 — and why they matter. Selecting a Non-Voice Outsourcing Partner in 2021.

Customer Support 117

Customer Support outsourcing Customer advocacy Contact Center 117

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. Consider the following factors, all based on 2021 numbers from consulting firms Forrester and Bloomreach : Digital commerce is the fastest-growing sales channel. Digital Commerce.

Customer retention 52

Customer retention B2C Chatbots Self service 52

ViiBE Blog

AUGUST 25, 2021

How can you measure customer satisfaction? CRM , Customer experience. August 25, 2021. As the subject of customer satisfaction is a rather multilateral and complex one, composed of various aspects and focus points, what are the most efficient methods of measuring key customer experience? 26 August 2021.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

JivoChat

MARCH 10, 2021

Proactive customer service is more than just a buzzword. What once seemed like a novel tac has been proven to deliver tangible results in increased customer retention, loyalty, and sales. When you provide an excellent experience for your customers the first time, why would they not return for more?

Customer Service 52

Customer Service Surveys Feedback Customer Support 52

Satrix Solutions

JULY 21, 2021

In challenging times, it feels more important than ever that Customer Success and Product are not just aligned but allied. What are one or two of your most recommended approaches for minimizing customer churn? SaaS onboarding makes or breaks your customer retention. Click below for more interviews like this: .

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CustomerSuccessBox

JUNE 18, 2021

Customer success for all customers can’t be the same and hence customer segmentation is a must in order to drive customer success. Customer Success Manager. Account Manager Vs Success Manager – What is the difference between them? What is the best way of handoff between Customer Success and Sales.

SaaS 52

SaaS B2B Customer retention Upselling 52

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Invest in the Right Customer Success Technology Partner . Cisco incentives help pay for your customer success investments.

Best practices 79

Best practices Upselling Analytics Technology 79

ChurnZero

MARCH 3, 2022

Top five Customer Success resources brought to you by ChurnZero 1.) How to crush SaaS customer onboarding: a roundup of expert advice SaaS onboarding makes or breaks your customer retention. In this playbook, we catalog the fifteen common monsters that attack customer retention.

SaaS 52

SaaS Customer retention Surveys Consulting 52

ClientSuccess

DECEMBER 16, 2021

Goals by ClientSuccess TM provides a powerful way for customer success managers to deliver measurable results for their customers. goal setting best practices – to capture and complete customer goals that are specific, measurable, attainable, relevant, and time-based. Goals was designed to align with S.M.A.R.T.

B2B 52

B2B SaaS CRM Best practices 52

Skybridge

MARCH 12, 2021

No one said the path forward in 2021 would be easy. Over the past several months, a growing number of research studies points to the extreme customer upheaval many brands have endured. For so many sales organizations, 2021 continues to be a customer experience crisis. By Heikki Väänänen.

Customer Care 52

Customer Care Customer retention Marketing Sales 52

ViiBE Blog

AUGUST 17, 2021

What is the purpose of customer experience management? Customer experience. August 17, 2021. Different forms of customer service, whether remote or onsite, act as the best tools for gathering customer data that can then be stored and used for future practices. 26 August 2021. 25 August 2021.

Customer Experience 52

Customer Experience Management Automotive Brand ambassadors 52

Fonolo

MARCH 16, 2021

Contact Center Trends 2021. First Call Resolution is a measure of how frequently you can resolve a customer’s query the first time they reach out. So, failing to resolve the issue at the first attempt means you are putting further stress on your customer — the person who is giving you money.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

SmartKarrot

JUNE 24, 2021

Customer success in focus is a group committed to build a strong customer success community with resource-development and events. You will also access resources like eBooks, cheat sheets, account behavior formula, blogs, and more that will help you collaborate and learn. Customer Success Leadership Network.

SaaS 17

SaaS Best practices B2B Customer retention 17

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His Customer Service Foundations course was LinkedIn’s most-watched customer service course in the world in 2021!

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Education Services Group

JANUARY 8, 2021

Whether you are one of those hit-the-gym, reorganize-your-life, use the New Year to envision a new you types, or simply the type to harness the calendar shift to plan ahead, it’s time to build your 2021 strategy. I’ve compiled seven Customer Success goals to kick-start your CS prosperity and expansion in 2021.

Sales 52

Sales Technology Metrics Accountability 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. As we enter another year, Customer Success is poised to be more sophisticated. Net Revenue Retention (NRR).

SaaS 52

SaaS Metrics Accountability Upselling 52

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Lincoln Murphy. Andrew Michael. Swati Garg.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey. Smartphone apps.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

JivoChat

DECEMBER 12, 2019

Also, by 2021, M-commerce sales will account for more than half of all ecommerce sales. The Net Promoter Score exists to help you understand how well your company is performing regarding customer retention. Aim to improve your Net Promoter Score. This is another great goal for your business’ new year resolution.

Customer retention 52

Customer retention Sales Metrics Customer Support 52

Education Services Group

FEBRUARY 3, 2021

Customers were resolving 37% of the issues themselves, and more mature communities had 70-80% of answers coming directly from their customers. Clearly, there was an opportunity to expand from strict technical support to a scalable channel for more complete customer engagement. Fast-forward to 2021. Give me the data!

Technical Support 59

Technical Support Technology Self service Enterprise 59

SmartKarrot

NOVEMBER 25, 2020

Acquiring these fans is like the prequel of acquiring actual customers. Apart from establishing your social media identity, you can also use these accounts for doing market research. There are many learnings you can glean from the customer experience of your first 100 customers. and start acquiring fans.

SaaS 11

SaaS B2B Marketing Feedback 11

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Education Services Group

OCTOBER 6, 2021

In a 2021 State of Remote Work report, 97.6% But it’s time to take a step back, reassess priorities, and put the processes back in place that make proactive, dynamic engagement with our customers possible. of remote workers said that they would like to continue working remotely at least some of the time for the rest of their career.

Morale 52

Morale Surveys CRM Management 52

Education Services Group

JANUARY 18, 2022

A quick note: From a Customer Success perspective, we’re treating NRR the same as Net Dollar Retention (NDR). From a financial or accounting perspective, they do technically differ slightly, but not in a way that affects how CS will use this metric. The only CS metric your board of directors cares about.

Metrics 52

Metrics Upselling Analytics Sales 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

SmartKarrot

FEBRUARY 26, 2021

It is a way in which companies identify their major competitors, look into their product, sales, marketing, and customer retention strategies. What are some characteristics of the ideal customer profile ? Start with founding date, revenue, funding, employee count, account growth, etc. Conduct a competitor investigation.

SaaS 10

SaaS Marketing B2B Sales 10

NobelBiz

FEBRUARY 15, 2023

Dollars in 2021 to 195,208 Millions U.S. The main idea here is that you must consider your ability to personalize conversations with clients and take into account his profile, the norm for each channel and his history with the company. This is a greater growth rate than the 18.8% predicted for 2022. Dollars projected in 2023.

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

CustomerSuccessBox

JUNE 7, 2022

Top 100 Customer Success Strategist 2021. Top Influencer 2021 by Engati. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. We asked Anita to share her opinion on customer churn and retention. Which one do you prefer and why ?

Management 52

Management Surveys Chief Customer Officer Metrics 52

Education Services Group

MARCH 19, 2021

Some believe tech touch should only be utilized for the long-tail of their customer base – volume accounts with lower dollar value than mid-tier or high-tier clients. But some businesses have a hard time embracing the concept of tech touch or digital CS. Others think tech touch is too impersonal to lean on at all.

Enterprise 52

Enterprise Marketing Surveys Technology 52

Callminer

AUGUST 6, 2019

Call Accounting: Also known as call logging, these tools collect and record phone usage within a call center. Call centers that are understaffed: IVRs personalization tools and tailored messaging allow businesses to deliver personalized service to customers even during periods of understaffing. Analytics are the Competitive Advantage.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. We actually helped some customers do that back in the day.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52