ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. It did not take long for me to start becoming interested in the customer service elements of the business. Was HP a customer focused organisation at that time? I became a marketing consultant!! What happened next?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

The Petrova Experience

APRIL 3, 2024

And when they are confused about what customer experience is. We are breaking down inaccurate assumptions about customer experience and diving into how customer experience adds value. Customer Experience is Not Customer Service – or Customer Care Customer service is only one piece of the overall customer experience.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CSM Magazine

DECEMBER 5, 2017

Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues. Customers expect a higher level of accountability and companies need to prepare their staff to be able to manage these situations effectively.

Customer Service 80

Customer Service Gamification Self service CRM 80

ProProfs Blog

MAY 21, 2020

What Are the Different Customer Service Job Descriptions You Can Post? Customer Service Manager. Customer Service Supervisor. Customer Service Engineer. Customer Service Specialist. Remote Customer Service Representative. Customer Service Representative. Customer Support Representative.

Customer Service 166

Customer Service Engineering Customer Support Management 166

C3Centricity

JUNE 2, 2021

It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. Look at ERP (Enterprise Resource Planning) systems that can cost millions upfront over the first few years with consultants and implementation. I have been privy to many research and consulting proposals.

B2B 78

B2B B2C Marketing Consulting 78

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

SmartKarrot

MARCH 8, 2022

Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

AUGUST 18, 2022

Communicate customer needs to OfferFit’s product & marketing teams to ensure a customer-centric product roadmap. Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Prescryptive Health, Inc. Provide consultative services and present growth opportunities to clients.

Upselling 19

Upselling Education Engineering Advertising 19

NobelBiz

JULY 18, 2023

Agent Profiles provide a comprehensive overview of each agent’s expertise and capabilities, enabling precise matching of customer needs with the most suitable agent for exceptional service delivery. Brad Butler, Contact Center Software Consultant @NobelBiz Defining Routing Rules – Algorithms Next comes defining the routing rules.

Management 52

Management First call resolution Contact center software Call Center 52

Toister Performance Solutions

OCTOBER 26, 2017

Author, speaker, consultant, Brad Cleveland Company, LLC. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Customer Service Evangelist, Help Scout. I had an engineer spend 15 minutes on a live ‘leaderboard’ that showed who had and had not done their weekly reviews.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

ChurnZero

MARCH 20, 2020

It’s used in a range of fields including psychology, biology, economics, and engineering. Applied to Customer Success talent, it translates to possessing skills that aren’t too technical, nor too service-oriented, but rather a happy medium. The new growth engine. Almost) everything else can be trained.

Customer centricity 52

Customer centricity Finance SaaS Scripts 52

SmartKarrot

OCTOBER 21, 2021

Forecast and deliver on renewals and retention targets across the growing customer base (historical NRR is above 100%). Work collaboratively with Sales leadership to ensure a consistent handoff experience to the Account Management team through CSQL’s. Consult with instructors on implementation and curriculum design.

Upselling 19

Upselling Accountability Customer centricity Coaching 19

CSM Magazine

OCTOBER 15, 2018

Thinking from the outside in will yield a set of metrics that enable agents to focus 100% on the customer – the true meaning of effectiveness. With customer-centric success criteria in place, turn to innovative workforce. Carlos Muñoz is Teleopti’s Director of Sales Engineers for the Americas. About the Author.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

ChurnZero

FEBRUARY 26, 2021

“I could argue either way for who should own the renewal,” says Amanda Ingraham, Director of Customer Success at 15Five, “but what I’ve seen not work is when you don’t have a clear division of who exactly owns the renewal.”. That was years of friction between Product and Customer Success that was distilled into a few training sessions.

Management 59

Management Feedback Sales SaaS 59

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Customer Success will grow businesses.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

SmartKarrot

NOVEMBER 3, 2020

Role: Director of Customer Success Location: Los Angeles Metropolitan Area, US Organization: 80Twenty As a Director of Customer Success, you will lead, scale, and manage a team of CS Specialists with immediate global expansion plans. Be an account escalation point for adoption, renewal, and executive support.

Engineering 10

Engineering Consulting Consulting Enterprise 10

Kapta Customer Success

JANUARY 31, 2018

A CX Consulting. We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. In this interview, you will learn: How to build proactive Customer Success Plans. Why it’s important for Customer Success teams to be prescriptive with their clients.

Accountability 45

Accountability SaaS Consulting Consulting 45

REVE Chat Blog

FEBRUARY 12, 2020

According to the Gartner report , it is estimated that 85% of banks and businesses will perform customer engagement with the help of AI chatbots by 2020. A chatbot is the best channel banks can use to automate their simple and routine tasks (knowing account balance, outstanding credit card amount, how to change the address, etc.)

Banking 76

Banking Customer Experience Chatbots Big data 76

SmartKarrot

APRIL 26, 2021

Role: Director of Customer Experience Location: Dallas-Fort Worth Metroplex, US Organization: Loloi Rugs As a Director of Customer Experience, you will strategically lead and develop a management team to enhance performance by setting clear accountable performance measures.

Enterprise 10

Enterprise Benchmark Accountability Metrics 10

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. Rick Adams.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

NOVEMBER 20, 2020

Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization. Also, partner closely with product and engineering teams to ensure product-market fit and great service level.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

SmartKarrot

DECEMBER 22, 2020

Role: VP, Customer Success Location: San Francisco Bay Area, US Organization: NexHealth As a VP of Customer Success, you will inspire, recruit, and develop top talent Customer Success team leaders and members who bring a customer-centric view to their everyday roles. This is a “player/coach” role by design.

Customer advocacy 10

Customer advocacy Accountability Customer centricity Coaching 10

ChurnZero

NOVEMBER 22, 2019

Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. With deep expertise in scaling organizations, she works with companies globally to build programs that are customer-centric and scalable.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

JUNE 11, 2021

CCSM Level 2 curriculum focuses on refining the ability to manage multiple accounts and internal relationships. CCSM Level 3 focuses on developing skills that one needs to become a strategic customer success manager. CCSM Level 4 curriculum is based on instilling skills that drive portfolio or account expansion.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

JUNE 10, 2020

This is one of the most followed blogs on Customer Success. He is a leading CS consultant, keynote speaker and an author. Follow him to enhance your knowledge especially on Customer Success, Customer Experience and Customer-centric business. #2 1 Keep THE CUSTOMER. 3 Chief Customer Officer 2.0:

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

ChurnZero

NOVEMBER 15, 2019

Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. With deep expertise in scaling organizations, she works with companies globally to build programs that are customer-centric and scalable.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

SmartKarrot

MARCH 11, 2022

Oversee customer experience design ensuring that they deliver on our promise to improve well-being, demonstrate care, drive real employee engagement, and help build great companies. Partner closely with Manage, hire, develop, and onboard a team of strategic account executives to serve the needs of our customers and business.

Employee engagement 3

Employee engagement Enterprise Upselling Consulting 3

Education Services Group

OCTOBER 25, 2022

The fact that existing customers are way more profitable than new customers, they’re more likely to be upsold and [be] more referenceable. The CS leader or Account Management leader needs to figure out the language to speak with this person to get what they’re looking for. Being an . It goes on and on.

Marketing 52

Marketing Sales Customer centricity Accountability 52

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . After purchase, you have the customer’s contact information. Click here to enlarge map) .

Surveys 146

Surveys Journey mapping Feedback B2B 146

ChurnZero

NOVEMBER 8, 2019

Customer Relationship Management systems (CRMs) primarily function as a relationship information database. They focus on opportunity management – like the manual activities that typically exist within accounts. In fact, they allow your team to manage more accounts without the need to increase headcount. .

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

Netomi

FEBRUARY 28, 2022

We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. A ccording to a recent survey from travel search engine KAYAK, travel ranks among the top reasons Americans want to learn another language.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. What does the culture of Customer Success look like at Uberflip?

Coaching 0

Coaching Engineering Upselling Marketing 0

Taylor Reach Group

JUNE 11, 2018

Leveraging an Omni-Channel strategy can drive Customer Loyalty by delivering consistent customer service regardless of the channel of interaction. This also supports differentiated service for different customer segments and customer journeys. 59% of 25-34 year-olds share poor customer experiences online.

Contact Center 50

Contact Center Self service Scripts Call Center 50

inmoment

MARCH 9, 2020

Leiter is chairman of Leiter & Company, a strategy consulting and investment firm, and a distinguished strategy fellow at The Conference Board. Automakers weren’t alone in prioritizing quality back when dead batteries, overheated engines, flat tires, and broken turn signals were all frequent car problems. Avoiding Common Mistakes.

Customer Experience 52

Customer Experience Self service Engineering Telecommunications 52

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? What more could you wish for than 288% higher lifetime value of your key accounts? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. how to be in-sync with customers?

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

ChurnZero

JUNE 3, 2022

To talk about what needs to change and to offer his thoughts on how you can do it, we’re joined by You Mon Tsang who founded not just one, but four successful software companies, including Biz360, Engine 140, and Milktruck, before going on to found his latest business ChurnZero where he’s CEO and founder. You Mon: Accountability.

SaaS 52

SaaS B2B Upselling Metrics 52