Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Contact centers need to account for additional variables, such as agents who specialize in specific and/or asynchronous channels.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

ViiBE Blog

AUGUST 25, 2021

To take into account the different dimensions of customer satisfaction, such as emotional, rational, or behavioral intentions, and to get a full picture of the experience your customers undergo, one must combine different customer satisfaction measurements from various sources. Customer satisfaction measurement: best practices.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

Totango

SEPTEMBER 13, 2022

A customer success playbook is a set of best practices, key performance indicators, workflows, templates, and monitoring tools designed to ensure that clients achieve desired outcomes from using your product at each stage of their customer journey. Automate best practices that promote better customer experiences.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Serenova

MAY 1, 2020

Provide Continuous, Individual Feedback. Remote work environments can make performance monitoring, coaching and feedback challenging because the natural, ongoing interactions between supervisors and agents are missing. Supervisors then review scores and share feedback with agents.

Morale 98

Morale Coaching Contact Center Quality management 98

Totango

JUNE 11, 2019

No matter the cause, your customer success team will always be on the front lines of problem-solving and will need best practices to rectify complaints. Accounts should be tracked and routed to customer success team members or managers for proper engagement. And listen to feedback, as a customer’s goals can always evolve.

Customer centricity 91

Customer centricity Best practices Upselling Feedback 91

ClientSuccess

FEBRUARY 8, 2023

Customer engagement : if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Upselling B2B SaaS 75

SmartKarrot

JUNE 23, 2022

Now, one important thing that all CRMs need to know is that there is no one good way to increase the response rate of the survey and get better customer feedback. To help you better, we will present to you some of the top 10 NPS survey best practices for customer success managers. Read the sentence twice.

Best practices 10

Best practices Surveys Management B2B 10

Totango

FEBRUARY 5, 2021

Improving Margin/Efficiency: Emphasize Annual Recurring Revenue (ARR) to Customer Success Manager (CSM) Ratio, account coverage, and time spent on onboarding. What are the main reasons for escalations? ? Status of accounts. ? Reasons for escalation. . Best Practices for CS Reporting to Executives.

Customer centricity 72

Customer centricity Metrics Enterprise Feedback 72

Totango

OCTOBER 22, 2019

Best practices: . Paying close attention to any customer feedback. . Best practices: Develop and follow a standardized customer adoption user manual. After escalations are resolved, collect customer feedback and make adjustments as needed. Gathering customer feedback. Currently onboarding customers .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

SmartKarrot

NOVEMBER 2, 2022

Strategic account management is a business practice involving activities like providing customers with the best support and services, thus increasing their consumption of products and services offered by the business. Challenges are inevitable in growing customer accounts. Not all customers are made equal.

Accountability 10

Accountability Management Best practices Customer advocacy 10

Totango

SEPTEMBER 19, 2019

By applying best practices, such as sharing data across teams and gathering multiple data points for each customer, you can operationalize data to your advantage. Customer feedback. Best Practices for Customer-Centric Uses of Data. To learn more, request a demo or explore Spark. Support tickets.

Customer centricity 59

Customer centricity Best practices Metrics Accountability 59

Totango

JANUARY 16, 2020

Best Practices for Customer Delight. It is a great way to scale your customer success efforts and accurately track accounts of the same business type, and size. You can segment your outreach to reach the customer most in need of resource documentation to get started, an interactive webinar, or best practice refreshers.

Best practices 62

Best practices Metrics Feedback Personalization 62

JivoChat

JULY 3, 2022

Check out the best UI and UX design courses, and discover how you can create amazing apps and websites. . Do you want to master UI and UX best practices? Feedback and commenting. The course also covers the 10 states of design, the top 51 best practices, and strategies for designing for accessibility.

Best practices 75

Best practices Journey mapping Feedback Strategic Value 75

aircall

OCTOBER 6, 2021

To help you meet these objectives, we offer some best practices for a successful, sales-focused onboarding program in the following section. 6 Best Practices of Sales Onboarding. Here are the six best practices of sales onboarding to guide you as you bring on new team members and engage your existing employees: 1.

Sales 117

Sales Scripts Best practices Feedback 117

Taylor Reach Group

APRIL 4, 2023

You don’t want to discover a mismatch and have to request a change in team members during the implementation. Record every demo and requirements review, transcribe them, and publish those transcripts. Get feedback from the front-line. They will be the ones using the new system, so their feedback should matter most of all.

Contact Center 62

Contact Center Consulting Consulting Feedback 62

Balto

JUNE 23, 2022

Think back to your best coach, teacher, or mentor growing up. Was their feedback thoughtful and relevant to you? Did you want more feedback from them or less? Real-Time Guidance empowers agents with a roadmap and takes into account the entire conversation’s context to guide the conversation forward. Get a Demo.

Contact Center 52

Contact Center Transportation Coaching Best practices 52

Totango

FEBRUARY 10, 2021

Incorporate customer feedback. Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile). For example, you might segregate all customers who have five or more users on their account.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Hodusoft

APRIL 26, 2023

Apart from the total talk time, it also takes total hold time, follow-up time, time taken for call transfers, and after-call work into account. #8. Feedback sessions: One-to-one meetings and feedback sessions are extremely crucial to measure agent satisfaction. Talk to Our Expert!

virtual call center 52

virtual call center Call Center Metrics call center software 52

Totango

OCTOBER 29, 2019

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your CS team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. 5: Collect Customer Feedback.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

ClientSuccess

MAY 8, 2019

Frequent feedback from CSMs and other members of your team about customer disposition and health, usually gathered in the form of a simple Red, Yellow, Green scale. Support tickets submitted by the customer to ask questions, report bugs, request training and provide feedback. You also should go high and wide with customer accounts.

SaaS 59

SaaS Metrics Accountability industry standards 59

Totango

JANUARY 24, 2019

No longer can we be content with a traditional account management relationship that consists of monthly calls and simple questions of, “Is everything okay?”. The word “obsession” represents the new standard in customer success best practices. These points include: Direct feedback via survey and satisfaction scores.

Upselling 54

Upselling Best practices Accountability SaaS 54

REVE Chat Blog

MARCH 4, 2020

So, how to tie the B2B lead generation strategies and best practices? Not all the best practices are tactics that work in a similar way. Best practice for B2B content lead generation: Identify your audience – It is critical to figure out your target audience to create content that revolves around their expectations.

B2B 71

B2B Best practices CRM Sales 71

JustCall

MAY 4, 2023

Demos offered How many demos did each sales rep offer? Provide feedback to sales reps on their performance regularly. Foster a culture of accountability, transparency, and meritocracy within the team. Actively listen to customer feedback. Emails sent What’s the volume of outbound emails each sales rep sent?

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

Demos offered How many demos did each sales rep offer? Provide feedback to sales reps on their performance regularly. Foster a culture of accountability, transparency, and meritocracy within the team. Actively listen to customer feedback. Emails sent What’s the volume of outbound emails each sales rep sent?

Sales 52

Sales Metrics Analytics CRM 52

JustCall

NOVEMBER 24, 2022

A s ales process is a map that guides your sales team on lead generation efforts, speeds quickly on best practices, and guides them at different stages of the sale. However, the sales reps need to be properly trained on the products using product demos, press releases, and documentation. Step 8 – Ask for feedback.

Sales 52

Sales B2B Surveys CRM 52

AskNicely

OCTOBER 1, 2018

How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. Let’s take a quick look at what options might best fit your company. Integration.

APIs 60

APIs Surveys Best practices CRM 60

Totango

MAY 21, 2019

In order to do this, you need to communicate with your customers, listen to their feedback, and constantly be on the lookout for new ways to provide value. Plus, you can take the feedback gathered during escalations to make your product or workflow even better. #4: Request a demo or explore Spark to learn more.

Customer centricity 86

Customer centricity Education Upselling Advertising 86

Totango

MAY 3, 2019

Record customer feedback and make sure management reviews it, as feedback provides invaluable data that can help you identify bottlenecks along the customer journey. Then, act upon that feedback. Customer success platforms offer visibility of every customer’s account and history. Finally, use active listening skills.

Enterprise 79

Enterprise Upselling Feedback Advertising 79

SmartKarrot

SEPTEMBER 25, 2020

Give the team ownership in adoption by asking for feedback on the layout and process. As a leader, take ownership and responsibility for your team adopting these practices. Consider sharing that with anyone focused on driving success at that account after the sale is complete. Create in-built cloud-first products.

Best practices 8

Best practices SaaS Sales B2B 8

Amity

AUGUST 24, 2017

Dear Louise, What are some best practices around preparing, delivering, and following up from a customer meeting? Next steps include: Feedback items such as feature requests, bugs, or requests for new integrations. Deliverables like training material, best practices blogs, demo videos.

Best practices 56

Best practices Finance Accountability Feedback 56

Amity

AUGUST 24, 2017

Dear Louise, What are some best practices around preparing, delivering, and following up from a customer meeting? Next steps include: Feedback items such as feature requests, bugs, or requests for new integrations. Deliverables like training material, best practices blogs, demo videos.

Best practices 54

Best practices Finance Accountability Feedback 54

ClientSuccess

OCTOBER 3, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 52

Best practices SaaS Metrics Accountability 52

ClientSuccess

AUGUST 29, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 42

Best practices B2B SaaS Feedback 42

ClientSuccess

DECEMBER 20, 2018

The base + variable option is typically more beneficial to growth-based customer teams because it embraces accountability and rewards hitting clear targets such as growth, renewals, and account expansion. Compiled from feedback of the top customer success leaders in SaaS. Article: 3 Customer Success Compensation Models.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. CSM from the Trenches Best Practice – Open and Transparent Communication – Opening the Kimono. Best Practice: Open and Transparent Communication (Opening the Kimono).

Best practices 44

Best practices SaaS Employee engagement Metrics 44

Hodusoft

NOVEMBER 1, 2022

7 best practices to boost your FCR. Therefore, FCR is not just a performance accountability indicator, but also a metric that impacts other customer relationship metrics like referrals, CSAT (customer satisfaction), retention, etc. Moreover, it’s an established fact that 77% of customers favor a brand that seeks their feedback.

First call resolution 52

First call resolution call center software Call Center Wait times 52

Totango

MARCH 12, 2019

Provide a means for customers to give feedback. Implement industry best practices that improve the quality of customer engagements and shorten learning and training periods. Customer success software makes it easier to spot trends or adoption bottlenecks by making comparisons across time and customer accounts.

Education 80

Education Best practices Metrics Accountability 80