Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Enterprise 91

Enterprise Finance SaaS Analytics 91

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction. 3 customer churn symptoms and cures.

CRM 117

CRM Customer Service Self service Management 117

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. Some of the best leaders have a higher EQ than IQ.

Management 195

Management Personalization Call Center Customer Experience 195

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Accountability 155

Accountability Feedback Sales Upselling 155

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Enterprise 112

Enterprise Best practices Feedback Education 112

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success.

B2B 80

B2B B2C Best practices Self service 80

TeamSupport

SEPTEMBER 6, 2022

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. Never even heard of customer centricity? Never even heard of customer centricity? 86% of customers are willing to pay more for a better customer experience.

Customer centricity 98

Customer centricity B2B Customer Support Metrics 98

AWS Machine Learning

MARCH 11, 2024

To support small businesses on their brand-building journey, VistaPrint provides customers with personalized product recommendations, both in real time on vistaprint.com and through marketing emails. A CDP is used to capture events from an ecommerce website, for example when a user views a product or adds a product to their shopping cart.

Personalization 96

Personalization Engineering APIs Advertising 96

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

Playvox

FEBRUARY 27, 2023

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.

Management 75

Management Schedule adherence Contact Center Coaching 75

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. Meet your customers where they are.

Banking 76

Banking Personalization Customer Experience Chatbots 76

CSM Magazine

MARCH 13, 2024

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience. Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat.

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

TeamSupport

APRIL 10, 2024

Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also cultivate relationships based on trust and satisfaction. This is where TeamSupport comes in.

Analytics 52

Analytics Upselling Sales Management 52

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

NobelBiz

JUNE 9, 2022

We are delighted to be joined today by Customer Experience Expert Colin Taylor who has 40+ years of experience helping companies deliver excellent CX, innovation and customer success to the call center/contact center landscape.

Contact Center 52

Contact Center Call Center Customer Experience 52

CSM Magazine

DECEMBER 12, 2023

Deep integrations with Salesforce and SAP provided agents with a 360-degree customer view for more personalised service. Additional custom APIs enabled tighter integration with ENGIE’s other applications. As well as over 4,600 agents, the migration covered the handling of 150 million annual voice minutes.

Abandon rate 52

Abandon rate Interactive Voice Response APIs Self service 52

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Totango

APRIL 7, 2021

The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . Workflow Automation and Customer Success. Automating workflows is especially useful when it comes to your customer success goals.

APIs 118

APIs Enterprise Analytics Technology 118

Peter Lavers

FEBRUARY 27, 2018

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. Get a 360-degree view of your business to proactively mitigate disruption and risk, and drive competitive advantage.

CRM 100

CRM Customer Experience Marketing Personalization 100

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. Learn how TechSee’s helped Achmea improve their core KPIs and enhance customer satisfaction . Data Analytics.

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

delighted

OCTOBER 17, 2023

Nevertheless, it can be quite challenging to pinpoint areas for improvement and identify the best strategies to achieve it. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey. Increasing employee performance.

Surveys 81

Surveys Employee engagement Feedback Management 81

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. In today’s digital age, companies can get a comprehensive or 360? Messaging applications.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. In today’s digital age, companies can get a comprehensive or 360? Messaging applications.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

CustomerSuccessBox

SEPTEMBER 7, 2021

And in all these -the common thread- Customer Success. Customer Success as a stream has played an important role. So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. 1 Renewed focus on new customer onboarding. With the changing world, customer needs also change.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

HGS

JANUARY 25, 2021

Gartner ranks trends such as digital experience platforms, Internet of things for customer service, natural language processing, 360-degree view of customers, chatbots, robotic process automation, etc. according to how hyped or mature the technologies are.

Contact Center 130

Contact Center Banking Education Self service 130

TeamSupport

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. Openly discuss solutions.

Management 126

Management B2B Customer Support Customer centricity 126

TechSee

APRIL 24, 2018

In addition, a positive unboxing process has been proven to engage customers emotionally and enhance the overall customer experience (CX). In fact, YouTube reports an increase in product unboxing video views by 57% in one year, and an increase in uploads by more than 50%. Unboxing goes visual.

Self service 116

Self service Call Center Surveys Customer emotions 116

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. The current state of customer experience is more challenging.

Contact Center 78

Contact Center contact center solutions Benchmark Call Center 78

Ameyo

FEBRUARY 11, 2020

Messaging applications are leading the new age customers and millennials prefer to connect via multiple messaging apps. With the ever-emerging need of adding new channels, it becomes necessary for businesses to get a 360-degree multichannel view.

Multichannel 64

Multichannel Customer Experience 64

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). However, CX does not exist in a vacuum; when contact center agents have a good experience, the customer is bound to as well.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

Nicereply

DECEMBER 5, 2019

In 2019, as predicted, customer experience has become one of the crucial business strategies for leading brands. Customer experience is the new battleground for leading organizations worldwide. It also has been found that almost 86% of the buyers are willing to pay extra for rich customer experience. For example, in 2020.

Customer Experience 90

Customer Experience Transportation Customer centricity Analytics 90

CustomerSuccessBox

APRIL 27, 2021

In a subscription economy, customer retention is a necessary focus for business as a SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. This is where Customer Success Platforms comes in. So, how do you do it?

Customer retention 52

Customer retention SaaS Accountability Engineering 52

customer sure

JANUARY 10, 2024

These are the most common pitfalls we’ve witnessed from organisations when they’re evaluating and improving customer experience. Neglecting Customer Feedback One of the most common mistakes businesses make is disregarding customer feedback. Businesses often overlook the qualitative aspects of customer experience.

Customer Experience 62

Customer Experience Feedback Metrics Healthcare 62

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer retention 52

Customer retention Chief Customer Officer Accountability SaaS 52

CSM Magazine

DECEMBER 17, 2020

As we approach 2021, Michael Tansini at Speechmatics explains how automatic speech recognition can result in better conversations while offering a 360-degree view of customer interactions. Consumer facing businesses will find that increasingly the first interaction with a customer will be virtual.

Technology 52

Technology Engineering Enterprise Marketing 52

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Customer Service Technical Support Analytics 159