CustomerSuccessBox

APRIL 6, 2022

Delivering an “aha” moment to a customer entails going the additional mile or going out of your way to express your gratitude and acknowledge the importance of your customer. This does not imply joining a conference call a few minutes early. Three Customer Success aha Process Creation Examples: 1.

Accountability 52

Accountability Customer centricity Personalization Analytics 52

JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Collect feedback based on customer segmentation.

Surveys 74

Surveys Benchmark B2B Feedback 74

ChurnZero

AUGUST 30, 2019

Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. Split out Sales and Account Management . 73% of Consumers Rate Customer Experiences as an Important Factor in Buying Decisions .

SaaS 40

SaaS Customer centricity Sales Metrics 40

SmartKarrot

FEBRUARY 8, 2022

Apply here: [link] Role: Customer Success Manager UK&I Location: London, England, United Kingdom (Hybrid) Organization: Ardoq As a Customer Success Manager, you will lead strategic dialogues with customers through virtual conference meetings, emails, and in-person conversations. Understand the customer use case.

Upselling 19

Upselling B2B Customer centricity SaaS 19

GetFeedback

JANUARY 6, 2020

On the selling (vendor) side, there are salespeople, customer support reps, accounting personnel, manufacturing, accounting, legal, and more. They can all be engaged in different parts of the customer journey. In B2C, yes, in many cases there is exactly one customer as the buyer and user. Sorry, not quite.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

aircall

MAY 21, 2021

Do you know what your customers are looking for in a good customer experience? Do you think that your customers would give you a 5-star rating on every account? You have to do more than read about them, analyze them, and talk about them during a conference call. What metrics and KPIs will help you reach your goals?

Journey mapping 62

Journey mapping Sales CRM Call Logging 62

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

JUNE 15, 2021

Plan and execute client engagements, acting as client escalated point-of-contact for account-related issues and concerns. Improve customer referenceability, deliver case studies and POVs based on implementations. Supporting Awards Manager and Conference Producers with membership engagement.

Upselling 10

Upselling Coaching Customer centricity CRM 10

aircall

FEBRUARY 1, 2021

From the very beginning, emphasize the importance of being customer-centric during your sales coaching program. A successful sales management training program will account for past selling trends. Use metrics and KPIs to evaluate progress on goals. Focus on the importance of the customer experience.

Best practices 62

Best practices Sales Call Center Coaching 62

Kayako

NOVEMBER 21, 2018

While getting this feedback via word of mouth can be helpful, there’s a big difference between being on a phone call with a customer voicing their opinions of your products, and getting a second-hand account of it from a customer service rep. Encourage everyone in your organization to interact with your customers.

Banking 48

Banking Marketing Customer Service Customer centricity 48

Amity

FEBRUARY 2, 2016

Guest speaker, Jocelyn Brown, will discuss challenges that Customer Success teams encounter when their software business grows. She'll discuss difficult decisions related to customer success, account management, and service enablement from her experiences at Oracle (formerly Eloqua). May 10-12 - Pulse 2016 Conference.

SaaS 80

SaaS Education Customer retention Sales 80

SmartKarrot

APRIL 30, 2021

Sustain long-term vision of continued organizational growth by developing a Customer Service team that demonstrates itself as an enabler for sales growth. Captures and analyzes trends through customer feedback to develop proactive measures to improve customer experience. Feed into the overall customer experience (i.e

Best practices 10

Best practices Customer centricity Feedback Education 10

ChurnZero

SEPTEMBER 25, 2020

At ChurnZero, before a CSM submits customer feedback, they must assign a priority. Customer feedback is typically prioritized based on influential factors such as contract size, strategic accounts, and upcoming renewals. As a business, you can’t ignore revenue, but you also don’t want to discount customers based solely on size.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

ChurnZero

NOVEMBER 15, 2019

So, we work with them when we’re noticing trends with customers and maybe red flags early on or helping them better identify who are most successful customers are going to be and constantly tying that back so it’s not just customer handoff and done. I tell my team often, when we are moving through plays, alerts, etc.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

Amity

OCTOBER 31, 2016

It starts with the engineering team: we want to build a product that doesn’t need us to tell the customer how to use it to be successful. So we work with our engineering team to ensure we're developing customer-centric features and that customer feedback is being regularly incorporated into our platform.

Coaching 0

Coaching Engineering Upselling Marketing 0

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Lincoln Murphy. Kristen Hayer. A CX Consulting.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

JULY 6, 2020

Several tasks (reporting, self-onboarding/service, email follow-ups, training modules, satisfaction surveys, FAQs) can be automated to provide a basic level of customer service to all clients, while human interaction is reserved for more complex issues/high-level clients. Customer Success isn’t Just Another Term to be Eventually Forgotten .

B2B 10

B2B Finance Surveys Sales 10

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Does your organization listen to its employees?

Best practices 140

Best practices Feedback Call Center Coaching 140

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. Can you help me get that metric?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. Can you help me get that metric?

SaaS 52

SaaS B2B Upselling Metrics 52