Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. In Part 2, we will cover the “Effortless” and “Transformative” category trends. Effortless. Transformative.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

ClientSuccess

OCTOBER 5, 2017

Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. It’s important, however, to understand how new trends impact the day-to-day tasks of customer success professionals. Turning Trends Into Action. Competency. So what now? Ultimate Guide to SaaS Customer Success Metrics.

SaaS 41

SaaS Best practices Accountability Technology 41

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. In Part 2, we will cover the “Effortless” and “Transformative” category trends. Effortless. Transformative.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Beyond Philosophy

DECEMBER 25, 2017

Your customers’ emotional and subconscious responses to your brand account for over half of the total Customer Experience. There exists a significant trend toward storytelling in marketing. Sign up to our new podcast, The Intuitive Customer , and get a FREE eBook! Who Wins—Brand or Customer Experienc e?

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. eBook: How to Nail Your Onboarding Process. Modern CSMs are no strangers to multitasking. Toolkit: Customer Success Metrics Toolkit.

Benchmark 76

Benchmark Metrics Education Accountability 76

ClientSuccess

JANUARY 19, 2021

As a refresher, the customer journey is the complete picture of an entire customer account relationship. From the minute the account is handed off to a CSM from sales to their ongoing renewals or eventual termination, the customer journey encompasses every step of the processes and workflows along the way. What is the customer journey?

Accountability 69

Accountability CRM Sales Management 69

SharpenCX

NOVEMBER 17, 2021

The main differences between a Premium account and an unpaid account is that Premium users can listen to music ad-free, can select any song they wish to listen to, can skip songs, and can download music and playlists. Right off the bat, they give new users a list of reasons to stick around.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Influitive

JANUARY 16, 2017

Account-based marketing (ABM) is one of the hottest marketing trends right now—and with good reason. Today’s customers don’t want to be treated like just another email address. They expect personalized, relevant experiences.

Accountability 55

Accountability Marketing B2B Personalization 55

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. The 2020 Customer Success Trends Toolkit. More Toolkits!

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ClientSuccess

FEBRUARY 8, 2023

NRR : net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue. 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

ClientSuccess

OCTOBER 20, 2020

2020 put a spotlight on customer success, and while it was necessary to increase focus and dedication for many customer accounts this attention has now become the norm across the board. Your team may have seen its fair share of customer account churn over the last few months, and this will likely continue into 2021.

SaaS 59

SaaS Accountability Management Sales 59

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. When customer success is a company-wide goal, every team should have some visibility into how things progress with customer accounts.

Upselling 52

Upselling Accountability SaaS Metrics 52

ClientSuccess

DECEMBER 21, 2021

Here is a rundown of some of the most critical customer success metrics to measure regularly: NRR: net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue. eBook: ClientSuccess Ultimate Guide to Metrics.

Metrics 100

Metrics Upselling B2B SaaS 100

ClientSuccess

JUNE 8, 2021

In a perfect world, customer value is always trending up. However, if one user has a bad experience, makes a complaint, flags an issue, or escalates a problem, then this value is no longer trending up. Build your customer success journey around elements of recurring value, so accounts never slip through the cracks.

Feedback 52

Feedback Metrics Customer Support Accountability 52

ClientSuccess

JANUARY 25, 2021

Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team. Webinar: Top 6 Trends in Customer Success. Actionable ways to bridge the gap between customer success and marketing.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Nicereply

MAY 4, 2022

The latest customer success trends clearly show that letting your customers communicate with you in real-time meets their growing demands and makes you stand out. Live chat is one of the most powerful tools in your arsenal to avoid getting ghosted by customers and ensure every eCommerce customer gets exactly what they need. Wrapping up.

Best practices 98

Best practices Self service Sales Surveys 98

CSM Practice

FEBRUARY 12, 2020

This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. This includes the support team, customer success team, delivery or service team, and account managers. DOWNLOAD the Expansion Selling eBook: [link]. Qualitative Data. Quantitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Playvox

JANUARY 11, 2024

While it’s important to analyze historical data for seasonality, peak days and times, and other patterns, you also need to take into consideration current and future business demands, customer trends, upcoming promotions, and other factors. Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

ClientSuccess

NOVEMBER 7, 2019

It is even possible that some accounts will abandon a brand simply because they do not receive as many ‘bonuses’ or incentives as new customers. . If your company’s customers don’t feel appreciated – especially if they have been a long time account – they may seek out another brand that makes the feel as though they matter.

Accountability 47

Accountability Metrics Customer retention Feedback 47

Noble Systems

MAY 11, 2021

Enhance analytics, identify process gaps and identify trends. By spotting trends, speech analytics and ASR can identify best practices that can be shared with all agents. Ebook: Learn From Every Customer Conversation . Capture Sentiment.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Inbenta

JUNE 2, 2021

HR Automation trends. With all the changes that have arisen during the pandemic, new trends have appeared in HR. HR service automation is undoubtedly the most relevant trend. This can be an email account, a chat tool, or a project management system among other channels. Chatbots can simplify onboarding.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

ChurnZero

AUGUST 6, 2021

And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. . Starting out in Business Operations, Bora made the switch to Account Management and then to Customer Success before ultimately transitioning to Customer Success Enablement.

SaaS 98

SaaS Personalization Accountability Education 98

ClientSuccess

NOVEMBER 7, 2019

It is even possible that some accounts will abandon a brand simply because they do not receive as many ‘bonuses’ or incentives as new customers. . If your company’s customers don’t feel appreciated – especially if they have been a long time account – they may seek out another brand that makes the feel as though they matter.

Accountability 40

Accountability Metrics Customer retention Feedback 40

SharpenCX

JUNE 22, 2021

It might be time to revamp your call center training program to avoid this declining trend. You can search through those interactions to find training gaps, find examples of common customer problems, or track trends in your customer experience. And after only a month on the job, effectiveness dropped to 77%. .

Call Center 67

Call Center Coaching Analytics Employee engagement 67

ChurnZero

JANUARY 15, 2021

Brian Hoffman , Account Executive, ChurnZero. We learned in 2020 that it was indeed possible for CSMs and team execs to work from home, and that trend will necessarily continue through 2021 and beyond. Data-driven decision making is the future of all the trends. 2021 will be an interesting year. ” Expect the Unexpected.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ClientSuccess

MAY 14, 2019

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. We often do this by strategically seeking to understand each one of our accounts needs and goals to help them achieve their success criteria or desired outcomes.

Accountability 45

Accountability SaaS Metrics Education 45

SharpenCX

OCTOBER 1, 2023

This expression has become a buzzword in the market, but the trend is here to stay. The agent is happy to help them do so, but while looking at their account, they see that they also have an upcoming payment due and offer to process that transaction for them now. Personalizing the customer experience.

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

ChurnZero

FEBRUARY 7, 2020

Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention. Now, let’s take a deeper dive into the trends driving the booming Customer Success industry.

SaaS 64

SaaS Transportation B2C Customer retention 64

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. PS: In our second addition of CSM Confidential, we tackle how to deal with a difficult Account Executive, get budget buy-in, and respond to execs who don’t think CS is essential. .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

BlueOcean

MAY 13, 2021

It’s important to note, however, that most of these trends driving convenience were already in the works, and even smaller brands were beginning to catch on. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource.

Average Handle Time 62

Average Handle Time outsourcing Customer Care Sales 62

ClientSuccess

MAY 8, 2019

Your relationship with the executive sponsor for any given customer could make or break your long-term partnership It’s critical to have a strong relationship with each executive sponsor When that relationship fractures or if the executive sponsor leaves the company, consider the account high risk. Average Days to Onboard (ADO).

SaaS 59

SaaS Metrics Accountability industry standards 59

FreshGrade

MAY 5, 2018

Each month we provide our FreshGrade for Schools & Districts accounts with unique data, trends, and insights on student, parent, and teacher engagement to shed light on the learning in their district.

Personalization 40

Personalization Education Feedback Accountability 40

BlueOcean

OCTOBER 6, 2020

Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. Check out more insight on omnichannel trends here.). Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?” Are Your Customers Happy?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Playvox

APRIL 19, 2023

By adhering to their schedules , agents ensure that their availability is accounted for when scheduling tasks and allocating resources. Sharing trends and data around the most common issues is the best way the business can help keep the agents in the know. A great way to keep track of KPIs is with Playvox Performance.

Time management 56

Time management Contact Center Management Schedule adherence 56

ClientSuccess

OCTOBER 22, 2019

There’s no denying that this customer engagement trend is here to stay. After all, customer-focused teams have been so focused for so long on growing accounts however they can that making decisions based on customer value might not come easy. . Don’t skimp on account planning. Webinar: The Customer Success Advocacy Ladder.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

Interactions

OCTOBER 31, 2019

In order to compare results and see trends in customer behavior and perception, direct VoC programs are typically run periodically. . Create accountability, ownership, and prioritize actions. Brands often hire an external market research company to do this for them. The indirect method is best described as“listening” to customers.

Journey mapping 48

Journey mapping Construction Feedback Customer centricity 48

ClientSuccess

SEPTEMBER 5, 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. I check dashboards for possible shift in trends with accounts, keep in tune with sales leadership on expansion deals and set key objectives for the day.

Best practices 40

Best practices SaaS Accountability Metrics 40