SmartKarrot

SEPTEMBER 20, 2023

Navigating the complex waters of Key Account Management (KAM) is difficult. Key Account Management isn’t just about building and maintaining relationships. Every account has its unique challenges. Part 3: How Playbooks Help in Practical Scenarios Scenario 1: Your key account isn’t engaging with your product.

Accountability 10

Accountability Management Feedback Coaching 10

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? Anything you want more feedback on?What

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Totango

FEBRUARY 14, 2020

They can use case studies, testimonials, and other feedback provided by the CS team to boost reputability—positive customer reviews will always be more persuasive to new customers than anything that comes directly from your team. Identify candidates for case studies, testimonials, press releases and more.

Marketing 98

Marketing Enterprise Customer centricity Feedback 98

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

SmartKarrot

NOVEMBER 30, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Pragya stressed the importance of documenting client feedback, case studies, and the root cause analysis of issues.

Accountability 10

Accountability Management Customer advocacy Customer centricity 10

Back Office Centers

DECEMBER 14, 2023

This can include a broad range of tasks including data entry, processing payroll, managing human resources, accounting, providing IT assistance, and more. Case studies and client testimonials Request case studies and client references from possible outsourcing partners. Payroll Processing.

outsourcing 57

outsourcing Finance Accountability Business Process Outsourcing 57

SmartKarrot

OCTOBER 25, 2023

Key Elements of an Effective Crisis Playbook Key Account Managers navigate business and people. Here, we dissect the fundamental elements that form a formidable crisis strategy for Key Account Managers. An effective crisis playbook for Key Account Managers brings together foresight, strategy, flexibility, and introspection.

Accountability 10

Accountability Management Construction Finance 10

SmartKarrot

OCTOBER 25, 2023

In the ever-evolving realm of business, Key Account Management (KAM) remains a pivotal aspect of sustaining and nurturing crucial client relationships. The stakes in managing key accounts are high; these are typically the clients that account for a significant portion of revenue. Enter the power of playbooks.

Accountability 10

Accountability Management Best practices Healthcare 10

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

Totango

AUGUST 21, 2020

Account Management Vs. Customer Success. Account management tends to involve reacting to upcoming contract end dates, customer feedback, and account health, and focusing on encouraging renewal and expansion. Case Study: Monster. Case Study: Zoom. Case Study: SevenRooms.

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

SmartKarrot

MAY 12, 2023

Key Account Management (KAM) is a strategic approach that focuses on fostering long-term, value-driven relationships with a select group of high-potential customers. To excel in this role, Key Account Managers must possess a unique combination of skills that enable them to identify opportunities, build strong relationships, and drive growth.

Accountability 10

Accountability Management B2B Best practices 10

TechSee

DECEMBER 10, 2019

After all, short, easy-to-resolve issues account for approximately 60% of all contacts across industries. They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it.

Call Center 136

Call Center Self service Contact Center Interactive Voice Response 136

Global Response

MARCH 25, 2024

Gather data from surveys, customer feedback, web analytics, and other sources and compare it to your journey map. Here are three case studies of organizations across industries that used customer journey mapping to improve customer satisfaction and drive business success: 1. a map) for employees to reference and use.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

CSM Magazine

JUNE 22, 2023

Be sure to research and evaluate multiple data providers based on the following criteria: Reputation: Check the data provider’s track record, reviews, and case studies. Monitoring and Responding to Feedback Customer feedback, including online reviews and social media comments, is a valuable source of information for businesses.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

ShepHyken

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. These include accountability, honesty, integrity and respect for others.

Best practices 204

Best practices Customer Service SaaS Education 204

ShepHyken

AUGUST 30, 2019

This eye-opening case study states that “segmentation has been vital to the success of NIVEA Sun and allowed the brand portfolio to grow to over 40 products.” It’s about listening to customer feedback and actually implementing customer suggestions. It’s about sending them free gifts when least expected.

Airlines 259

Airlines Metrics Advertising Sales 259

NobelBiz

APRIL 23, 2024

Account Setup and Verification : Upon receiving a debt, the agency sets up an account for the debtor and verifies all the details. Call centers are equipped with tools that allow agents to quickly access a debtor’s full account information, ensuring that every interaction is informed and constructive.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

CSM Magazine

DECEMBER 20, 2022

It also means taking the time to listen to customer feedback and making sure that their needs are taken into account when making decisions. At many online gambling sites, customers are greeted with a unique username and password that they can use to access their account. There is no one-size-fits-all solution.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. As a part of this process, the customer success manager: Organizes welcome emails Sets up their account Resolves queries, etc.

Management 52

Management CRM Analytics Customer retention 52

Totango

FEBRUARY 5, 2021

Keep the priorities of the people to whom you are speaking in mind when presenting your business case for customer success and choosing what types of data to share during your presentation. For VP Sales: Emphasize case studies, references, and expansion revenue data. For CFOs: Emphasize financial KPIs and trends.

Customer centricity 72

Customer centricity Metrics Enterprise Feedback 72

Inbenta

DECEMBER 14, 2021

Ask: Provide account access and support. AI-powered chatbots let policyholders easily and instantly manage their accounts and access customer support across multiple channels and at any time, with no waiting around or being left on hold until a human agent is available to help. Engage: Get feedback, receive complaints.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Quality Contact Solutions

JULY 19, 2018

Here are a few examples of current B2B outbound, inbound and multi-channel call center client programs: Healthcare Industry Case Study. The client has an internal telemarketing sales organization (called Medallion Group) and they outsource the small and medium accounts to Quality Contact Solutions. Contact types: Outbound calls.

Telemarketing 63

Telemarketing Inbound sales Outbound sales outsourcing 63

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. 5 resources to set your CSMs up for success.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Amity

MARCH 1, 2018

But the great news is that we made a helpful infographic to inform you on things you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

Nicereply

DECEMBER 7, 2022

Next, ensure that the new employee understands the customer’s needs and how they can handle customer feedback. This includes everything from training on your product or service to customer support materials like case studies and whitepapers to contact information for key stakeholders within your company. Conclusion.

SaaS 52

SaaS Morale Feedback Accountability 52

ProProfs Blog

JUNE 21, 2019

A key benefit of such customer interviews is that you can get detailed feedback on your product. This feedback can enhance the customer experience, which ultimately leads to higher customer retention for your company. One of the most powerful forms of content marketing is a case study.

Customer retention 95

Customer retention Sales Marketing Scripts 95

JustCall

MARCH 28, 2023

Promote accountability and responsibility. Using online surveys, questionnaires, target market studies, and methodical research involving case studies, you can easily find out: What are these personas looking for? These are some excellent ways to gather client feedback: Long-form questionnaires.

Sales 52

Sales Coaching Feedback Surveys 52

CSM Magazine

FEBRUARY 2, 2021

A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) improved the customer experience provided to merchants who use its payment terminals, in spite of the challenges created by the pandemic. They felt this could be achieved by implementing chatbot solutions. Finding the right technology partner.

Banking 78

Banking Interactive Voice Response Chatbots Accountability 78

CSM Magazine

JUNE 7, 2023

For example, it can be beneficial to highlight customer testimonials, reviews, and case studies that showcase positive customer experiences with your brand. Be sure to encourage satisfied customers to share their feedback and thoughts on review platforms or social media.

Feedback 52

Feedback Customer centricity Best practices Personalization 52

ChurnZero

SEPTEMBER 20, 2022

The potential ROI for you includes glowing reviews, solid customer case studies, and constructive feedback to improve your product and service—as well as increased retention and recurring revenue. This was their plan for us: The presentation is visually appealing and easy to understand. A great demonstration of thoroughness.

Construction 52

Construction Consulting Consulting SaaS 52

CustomerSuccessBox

MARCH 10, 2022

Gather the feedback and make them brand advocates. Now it’s about collecting their valuable feedback for the company to make an improvisation of the product for the better and also help other folks to think of buying your product for the benefits they made. For customer advocacy, write case studies, and ask for referrals!

Management 52

Management Customer retention SaaS Customer advocacy 52

Satrix Solutions

NOVEMBER 28, 2018

And, they are asking for feedback during networking events. How willing they are to participate in case studies. Regularly ask your customers for feedback. Account reviews are also another enlightening activity your company can perform. Use customer feedback to drive improvements. How often they refer you.

B2B 60

B2B Customer centricity Feedback Advertising 60

Nicereply

JUNE 18, 2020

It’s the blind spot of Johari Window, where customer feedback can really make the difference. While CSAT surveys will provide you with plenty of feedback, in the beginning, chances are you’ll hit a point of diminishing return as you start moving into the higher 90s of your CSAT score. Measuring Customer Satisfaction in Zendesk.

Metrics 86

Metrics Surveys Customer effort Education 86

aircall

OCTOBER 25, 2018

For example, a case study produced with curious prospects in mind could also be useful for training a new salesperson on product features and benefits. Case studies. The last thing they want to be doing is clicking through folders trying to find a specific case study or product sheet. Case studies.

Sales 75

Sales B2B Outbound sales SaaS 75

AskNicely

AUGUST 8, 2018

Use a customer-facing name such as your CEO or the account manager. If you set up trigger points in your customer journey, you will not only get better feedback, but you’ll be able to identify what you’re doing right and what you need to improve. It’s best to keep the subject line personable, clean, and crisp. Integrate with your CRM.

CRM 60

CRM Surveys Accountability Feedback 60

CustomerSuccessBox

FEBRUARY 14, 2019

Proactively provide feedback to the product team. Customers are going to provide the most real feedback as they are actually using the product. CSMs interact the most with the customers and are the best people to collect this feedback and share it with their product team which can then work upon it.

Management 67

Management Upselling SaaS Sales 67

inSided

SEPTEMBER 22, 2022

And by building those digital capabilities you will eventually offset the cost required to service each account, by being able to handle more customers with a similar or more efficient investment. A CSM is only able to handle a set amount of accounts, requests, calls, whatever per day. Ha, that look on your face. Let's explain.

Education 59

Education SaaS Accountability Best practices 59