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

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

SaaS 59

SaaS B2B Customer retention Consulting 59

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

SaaS 54

SaaS B2B Customer retention Consulting 54

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. In fact, 2021 has reportedly already seen a 102% rise in ransomware attacks compared to 2020. Choosing the Right Technology for the Future of Work.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

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.

Customer retention 52

Customer retention B2C Chatbots Self service 52

aircall

OCTOBER 13, 2022

Those using Aircall will benefit from a 20% discount with HubSpot, while HubSpot customers will get two months free for annual sign-ups, plus a complimentary one-hour business consultation session. . Enabling Aircall customers to provide superior customer service – from marketing to sales to customer service.

CRM 54

CRM Customer centricity Education Customer retention 54

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. 6-hour virtual session with $5k full investment with 3rd party consultant. Customer Success Optimization. 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

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. A CX Consulting. Lincoln Murphy. Rick Adams. Nimesh Mathur.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

DECEMBER 29, 2020

To help CCOs hone their focus and avoid the dangers of fixating on irrelevant or flawed metrics, we asked ChurnZero’s CCO Abby Hammer about the Customer Success metrics she cares most about and why. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience. 7 Trust-Building Tactics to Increase Customer Loyalty.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

aircall

JULY 28, 2021

In early May 2021, Google made headlines worldwide. With these tools, it will be easy for your business to create and implement strategies tailored to your customers’ needs. Are you ready to improve customer retention rates for your company?

Real estate 104

Real estate call center software Call Center Wait times 104

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

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Through his leadership, his teams have consistently attained above 90% customer satisfaction ratings (CSAT); an extraordinary feat,” said Ross Wainwright, CEO of Alida.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

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

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more.

Chatbots 105

Chatbots Education Benchmark Personalization 105

Education Services Group

FEBRUARY 22, 2022

The Customer Success industry is coming into its own. The 2021 Customer Success Leadership Study found that 54% of CS organizations report directly to the CEO. 75% of Customer Success leaders have a seat at the executive table. We’re in the spotlight now, baby! But, uh, wait a minute. Take a personality assessment.

Personalization 52

Personalization Consulting Consulting Enterprise 52

ChurnZero

JANUARY 22, 2021

To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”. Their customer asked to talk in November 2021. There’s no harm in that to me. Then I apply common sense.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Education Services Group

MARCH 4, 2021

We talk to Customer Success organizations at all phases of development, so we often get asked about the differences between hiring a consultant, a staffing agency, and ESG. Scaling Customer Success is a huge undertaking, no matter where you are in your journey to full Customer Success maturity. Consultants.

Consulting 52

Consulting Consulting Journey mapping outsourcing 52

Education Services Group

APRIL 16, 2021

What is the ESG Customer Success Maturity Model? Each customer segment will have their own engagement procedures, delineated by factors like high touch and tech touch (though these pathways of communication are no longer mutually exclusive ). Where does your Customer Success team sit within your larger organizational structure?

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

CSM Practice

DECEMBER 29, 2020

I’m Diane Diane Hanson, management consultant, and with me is Christine Salvo, therapist, certified mediator, and certified hypnotherapist. Today we are talking about your business and how to achieve success with your existing customers. Diane Hansen: (00:28) This is business therapy. What was your personal experience? .

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Callminer

AUGUST 6, 2019

“The number of customers is increasing at an alarming rate, and for the same reason more customers are opting for online premises for transaction and purchase. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

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. Q: Please introduce yourself. .

Management 52

Management Surveys Chief Customer Officer Metrics 52

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services. Andrew Marks.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Beyond Philosophy

NOVEMBER 9, 2023

I have long been an advocate of focusing on customer retention over acquisition. However, my pessimistic side is still surprised that few organizations focus on customer retention. It cripples their customer-driven growth. For example, all the new incentives are for new customers. I would, too. Click here.

Customer retention 195

Customer retention Sales Consulting Consulting 195

Satrix Solutions

JANUARY 24, 2022

Looking back now, it is easy to see that a change in customer priorities began in the early days of the pandemic in 2020, when the surge in distributed workforces and e-commerce began. Some organizations also make an investment into something like retention marketing.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

SmartKarrot

NOVEMBER 18, 2020

Apply here: [link] Role: Strategic Customer Success Manager Location: San Francisco, CA, US Organization: Miro As a Strategic Customer Success Manager, you will manage a portfolio of 25-35 Enterprise customers. Maximize customer retention metrics.

Customer advocacy 10

Customer advocacy Best practices Finance Enterprise 10

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ChurnZero

MARCH 31, 2023

Renewals and retention are key in trying economic times Most Customer Success professionals the Customer Success Collective spoke with for a trend round-up expect their companies to put greater emphasis on customer renewals and customer retention. customers will leave after “just one bad experience.”

Benchmark 98

Benchmark B2B Accountability Consulting 98

JustCall

AUGUST 2, 2021

She can also be seen sharing valuable insights related to customer service on Twitter. How to use decisioning for customer service: [link] #custserv #KM #knowledgemanagement #cctr #CRM. — Kate Leggett (@kateleggett) June 11, 2021. How to Build Customer Trust Through Product Data [link] pic.twitter.com/mkWsNoImss.

Customer Experience 52

Customer Experience Consulting Consulting Best practices 52

aircall

JUNE 16, 2021

But good customer service is no longer enough to stand out in your competitive niche. In our 2021 ECommerce Report , we surveyed nearly 6,000 eCommerce shoppers across seven countries. From there, we determined that 55% of customers will continue purchasing from a brand after a positive customer service experience.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

aircall

JUNE 18, 2021

The conversion rates of your marketing campaigns measure how often they achieve their goals by converting a lead into a potential paying customer. Depending on your campaign, a conversion could be anything from signing up for your mailing list or clicking on a CTA button to scheduling a free consultation.

Interactive Voice Response 71

Interactive Voice Response Feedback Metrics Marketing 71

Netomi

FEBRUARY 28, 2022

As Pixalate’s Senior Vice President, Global Customer Success, Amanda oversees the company’s growing global customer success team, including the East and West Coasts of the U.S., A leader in the programmatic industry, Amanda joined the Pixalate team in September of 2021. ?? EMEA, and APAC. . ” .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

NobelBiz

APRIL 27, 2021

But the questions remain, how do you keep your customers happy? How can a contact center solution enhance customer loyalty? Understanding Customer Loyalty Customer retention is described as a contact center’s ability to keep its customers over time.

contact center solutions 52

contact center solutions Contact Center Contact center software CRM 52

SmartKarrot

NOVEMBER 25, 2020

This blog here is about to walk you through the practices that you can inculcate to bring in the best flavors of CS for 2021. In the end, what all of them want is enhanced customer retention. Consulting a psychiatrist or a psychologist is all about venting yourself to the professions in exchange for some mental fitness.

Best practices 10

Best practices SaaS Benchmark Metrics 10

ChurnZero

JANUARY 26, 2021

Reduce regrettable team member attrition from 4% to 3% in 2021. In 2017, Jay founded Customer Imperative, a consultancy focused on B2B SaaS, which eventually developed the Gain Grow Retain customer success leadership community. Improve field manager satisfaction with process and solution from 50% to 75% by August 30.

Management 98

Management Chief Customer Officer Upselling SaaS 98