CustomerSuccessBox

SEPTEMBER 7, 2021

With Customer Success teams who work on onboarding automation and efficiency to set their customers up for a strong initial footing, this will result in long-term success. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Data plays a vital role in customer retention and growth and hence in customer success.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

ChurnZero

JANUARY 15, 2021

Now backed by a proven track record of keeping SaaS businesses afloat amidst change and uncertainty (situational circumstances that aren’t changing anytime soon), Customer Success is destined to be the most influential function in the organization as it progresses from retaining to growing revenue in the new year. Fasten your seatbelts!

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! Joshua Robitaille, Customer Success Program Manager. Engagement: It’s Dynamic!

Journey mapping 98

Journey mapping Best practices Education Metrics 98

Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. Be available online — in more ways than one.

Best practices 52

Best practices Customer Service Customer retention Morale 52

ChurnZero

APRIL 30, 2021

with more and more people receiving vaccinations, we are hopeful about our 2021 conferences.?That’s?right, 7 th , 2021? ? . 18 th , 2021?? ? . to Team Leads and Managers will benefit most from attending BIG RYG: Virtual?with Customer Success Around the Web. our in-person expectations.?? ? . as in plural.?.

Best practices 52

Best practices Engineering Customer retention Personalization 52

ChurnZero

DECEMBER 28, 2021

Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021.

Finance 52

Finance SaaS Accountability Metrics 52

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition.

Customer Service 202

Customer Service B2C Customer retention B2B 202

ShepHyken

JANUARY 10, 2022

A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene.

Customer Service 189

Customer Service Upselling Sales Customer retention 189

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 67

SaaS Best practices Upselling Education 67

ViiBE Blog

AUGUST 17, 2021

What is the purpose of customer experience management? Customer experience. August 17, 2021. This is why customer experience management, meaning a process of tracking customer expectations and undertaking relevant actions, has become one of the focus points of businesses across different industries.

Customer Experience 52

Customer Experience Management Automotive Brand ambassadors 52

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best. Who owns what, when, and how?

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

CustomerSuccessBox

AUGUST 27, 2021

Although Customer Success is usually thought of as a post-sales role, sometimes it’s vital to get Customer Success involved pre-contract by establishing a perfect sale to Sucess handover. Sales teams should be working as a team to push a sale forward, they should bring in the Customer Success Manager (CSM) to be their trusted advisor.

Sales 52

Sales Management SaaS Customer retention 52

Totango

OCTOBER 12, 2022

Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . Developing a winning strategy.

Enterprise 113

Enterprise Surveys Sales Customer retention 113

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program? But what’s the real value of a loyal customer?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

CustomerSuccessBox

JUNE 7, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Anita’s interview where she gives insights into how you can manage churn efficiently. Top 100 Customer Success Strategist 2021. Top Influencer 2021 by Engati. A: Everybody.

Management 52

Management Surveys Chief Customer Officer B2B 52

ShepHyken

APRIL 17, 2020

It will be 2021 before one can see any improvement. What do you do in the interim to gain and retain customer loyalty? When things become normal these customers will remember and reward you. He holds spectacular skills in loyalty programs, marketing, and customer retention. Weak purchasing power.

Customer retention 320

Customer retention Marketing Sales Customer Service 320

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. How to Successfully Manage a Hybrid Workforce. So how can they effectively and successfully manage the digital transformation?

Employee engagement 108

Employee engagement call center software Consulting Consulting 108

ChurnZero

SEPTEMBER 8, 2022

But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! How CSMs play a role in customer education. Customer education is often provided by a Learning Management System (LMS).

Education 98

Education Benchmark Customer retention Metrics 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

Totango

APRIL 5, 2022

The best NPS software lets you: Automatically track customer satisfaction. Accurately predict customer retention , brand growth and revenue. Take steps to win over dissatisfied or lukewarm customers. Leverage satisfied customer responses for upselling conversions and referrals. Here are six of our top picks.

Upselling 105

Upselling Surveys Analytics Customer retention 105

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.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 252

Customer Service Chief Customer Officer Contact Center Consulting 252

ViiBE Blog

AUGUST 25, 2021

How can you measure customer satisfaction? CRM , Customer experience. August 25, 2021. Have a strong customer service strategy and different features in place, such as an active contact center, an email help desk, AR and video assistance , as well as 24/7 social media support and a live chat. 26 August 2021.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

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. and PracticalCSM.

SaaS 59

SaaS B2B Customer retention Consulting 59

Quadient

OCTOBER 1, 2021

The State of CX: A series on customer experience trends and beyond - empathy's key role. Fri, 10/01/2021 - 17:30. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention.

Customer Experience 52

Customer Experience Journey mapping Enterprise Customer centricity 52

Satrix Solutions

JULY 21, 2021

One phenomenon of COVID, was all of a sudden, a subset of our customers were faced with the harsh realities of economic instability which is an uneasy spot for any Customer Success Manager whose job is to secure the renewal. What are one or two of your most recommended approaches for minimizing customer churn?

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

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. E-Commerce Apps.

Customer retention 52

Customer retention B2C Chatbots Self service 52

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. and PracticalCSM.

SaaS 54

SaaS B2B Customer retention Consulting 54

CustomerSuccessBox

JUNE 18, 2021

Customer Onboarding- How to prevent drop offs. The blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer . Who should manage customer onboarding in a SaaS company? or how tech-savvy are your customers? Customer Success Manager.

SaaS 52

SaaS B2B Customer retention Upselling 52

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

CSM Magazine

MARCH 18, 2021

Failing to meet these customers where they are results in poor customer retention and millions of dollars in lost revenue. Speakers include: Ana Guzman, Director CRM & Customer Engagement, TGI Fridays. Christina Turner, Product Marketing Manager, Upland. I hope you can join us!

CRM 52

CRM Customer retention Personalization Marketing 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. It’s not about retroactively helping customers reach their goals once they have raised their hand to get help. Leverage the Latest Customer Success Best Practices.

Best practices 81

Best practices Upselling Analytics Technology 81

Totango

MAY 19, 2021

At Totango, we understand the importance of this decision, so we built a Customer Success Platform Evaluation Scorecard to provide you with a customizable template to help you narrow down your search and evaluate platforms against one another based on the factors that are most important to your specific business requirements. Customer 360.

Real estate 109

Real estate Customer retention Enterprise Analytics 109

Anexa BPO

AUGUST 29, 2023

This data introduces new selling platforms like TikTok and gives retailers the opportunity to deliver an incredibly seamless, transparent experience while meeting customers where they want to engage. Our customer retention rates speak for themselves, and we measure our success in terms of your success.

outsourcing 52

outsourcing Customer retention Sales Personalization 52

aircall

JULY 28, 2021

In early May 2021, Google made headlines worldwide. Our flexible working model enables broader access to a more geographically diverse candidate pool, further enabling an environment that is diverse, equitable, and inclusive for colleagues, and more broadly, for Wiley’s customers and communities.”. Improving the Employee Experience.

Real estate 104

Real estate call center software Call Center Wait times 104

Call Experts

MARCH 31, 2022

With Call Experts, you don’t have to worry about the hassles of hiring and managing support staff. . According to eFile , “The IRS reported that as of December 2021, approximately 152,300,000 tax returns were e-filed for Tax Year 2020 out of a total of 169,098,000 2020 Returns filed.

Answering services 98

Answering services Accountability Customer retention Analytics 98

ClientSuccess

DECEMBER 16, 2021

Goals by ClientSuccess TM provides a powerful way for customer success managers to deliver measurable results for their customers. Goals empowers customer success managers (CSMs) to proactively collaborate with customers to achieve key objectives, desired outcomes, success criteria, and goals.

B2B 52

B2B SaaS Best practices CRM 52

SmartKarrot

JUNE 24, 2021

You can also be part of their resources like Customer Success Wiki, CSM Competency Standard, and many customer success events. Success Hub is a free community from PracticalCSM for all aspects related to customer success career development, management training, process, research, and more. Success Hub . Gain Grow Retain.

SaaS 17

SaaS Best practices B2B Customer retention 17