Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services.

Morale 52

Morale Customer centricity Upselling Feedback 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

FEBRUARY 3, 2022

She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. At my global Customer Experience consultancy, we’ve been journey mapping with organizations for 20 years. They want to upsell, cross, sell, whatever. They want to get more revenue.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

CSM Magazine

DECEMBER 13, 2023

Understanding the Customer Service Gap The customer service gap refers to the difference between the level of services customers expect to receive and the level they get. Recognizing and closing these gaps is important to enhance the overall customer experience. Recognize and reward exceptional performances.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

aircall

APRIL 12, 2021

How can you keep raising the standard of your customer experience in line with these heightened expectations? By knowing who your customers are, what they want, and how to give it to them. Customers will always pay attention to pricing, but modern customers are also looking for companies that are responsive.

CRM 71

CRM Customer Experience Call Logging voip 71

Global Response

JULY 3, 2023

Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. Here are six tried-and-true strategies from our decades of experience in call centers and customer service. So, how can you do this effectively?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

CSM Magazine

APRIL 1, 2022

How can demand planning increase customer satisfaction? Customer satisfaction is always the top priority for any business and demand planning can give the customer experience a boost in a number of ways. Supply will respond more accurately to real-time customer demand rather than the result of an informed estimate.

Customer Experience 52

Customer Experience Analytics Finance APIs 52

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries.

Education 59

Education Accountability Customer retention Journey mapping 59

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments?

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data.

Enterprise 70

Enterprise Upselling Metrics Accountability 70

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

Totango

APRIL 2, 2019

It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship? Through customer journey mapping. Gather Feedback.

Journey mapping 107

Journey mapping Upselling Accountability Feedback 107

Totango

FEBRUARY 6, 2020

This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management. Customer Success Software. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Customer Lifecycle Management.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

CustomerSuccessBox

NOVEMBER 17, 2021

When you take into account all these changes with your existing customers and your recurring revenue, what you get is the net revenue retention. It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d).

Upselling 52

Upselling SaaS Metrics Accountability 52

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. Real-time views of customer health. A unified view of customers. Hyper-segmenting capabilities.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

delighted

MARCH 4, 2020

Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” – Brian Solis, Principal Analyst and Futurist, Altimeter. So, how do you go about ensuring more positive customer interactions and fewer negative ones? What if customers don’t proactively share their thoughts? Let’s dive in!

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

JustCall

APRIL 3, 2023

Customer loyalty : A study by Salesforce found that 67% of customers say that they would pay more for a great customer experience. Providing excellent customer success can lead to increased customer loyalty, which can lead to repeat business and increased revenue.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

SEPTEMBER 13, 2022

Success playbooks can help you: Take a proactive approach to customer experience rather than reacting to support issues. Plan, analyze, and understand your customer lifecycle. Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success.

SaaS 89

SaaS Upselling Best practices Customer retention 89

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data. .

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. But, too often, customer data is locked in silos.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

CSM Practice

SEPTEMBER 18, 2020

When they started, they only had ALL-IN-ONE customer success managers responsible for all of the adoption focus, making sure that customers were getting ROI, renewal of contracts, as well as expanding the account. Customer-centric. Small portfolio with large accounts. Large portfolio with mid accounts.

Upselling 52

Upselling Finance Customer centricity Accountability 52

Totango

JUNE 11, 2019

However, this process takes dedicated nurturance of the customer relationship. And you will end up facing customer success challenges along the road of customer-centricity. While problems are inevitable and new ones will always arise, customer-centricity gives you the tools you need to effectively handle any issues.

Customer centricity 93

Customer centricity Best practices Upselling Feedback 93

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. Q: How do you know if you’re successfully putting the customer at the center of your organization?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

JustCall

AUGUST 8, 2023

Offer Personalized Product Recommendations As established, being a medium of collecting and working with customer data, conversational AI is conveniently placed to personalize the customer experience. After all, it accounts for 31% of eCommerce site revenues.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

delighted

MARCH 4, 2020

. “Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” While 86% of those who received a great customer experience were likely to repurchase from the same company , 32% would abandon a brand they love after even one negative interaction. The stakes are high.

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

ChurnZero

JANUARY 18, 2024

“Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes. Champion a customer-centric culture throughout the company.” Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? As with campaign automation, RTIM often falls short for the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

JustCall

AUGUST 7, 2023

This application takes it one step ahead with conversational AI algorithms analyzing customer data to individualize the customer journey. This means that it takes into account customer preferences, purchase history, browsing patterns, etc., To preface, customer feedback and survey lends voice to your patrons.

Chatbots 52

Chatbots Sales Surveys Upselling 52

Totango

FEBRUARY 6, 2020

This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management. Customer Success Software. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Customer Lifecycle Management.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. The traits needed in a chief customer officer.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Metrics Accountability 52

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Persuasion Skills.

Management 93

Management Upselling Coaching Best practices 93

SmartKarrot

NOVEMBER 24, 2021

It would help if you shifted your attention from being product-centric to customer-centric. . Customer-centricity is the key to comprehending where your customers are heading and how you can meet your customers at different journey points whenever required? . The concept of customer-centric thinking.

Customer centricity 10

Customer centricity Education Customer retention Upselling 10

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data. .

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

Tethr

JULY 21, 2020

Customers deserve a spot on your QA scorecard, but they’re often forgotten in the QA measurement process. Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. Modernizing QA. AIS represents a new way forward.

Coaching 71

Coaching Construction Upselling Scripts 71

CustomerSuccessBox

MARCH 17, 2022

You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform!

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52