Fonolo

JANUARY 17, 2023

This familiar technology does things like invite callers to select a language, enter an account number or choose a department at the beginning of a call. The software uses screen pop-ups to offer feedback to agents who can use the recommendations to deliver a better CX and get insight into their own performance. Call analytics.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. When you kick off a customer account, you will have a list of goals the customer brings to the table that they want to achieve with your product or service. eBook: Ultimate Guide to Customer Success Metrics. Want to learn more?

Metrics 77

Metrics Feedback Surveys Accountability 77

ChurnZero

SEPTEMBER 8, 2022

But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! What process improvements can be made in the way you address customer feedback? It doesn’t have to be this way. Customer satisfaction.

Education 98

Education Benchmark Customer retention Metrics 98

Nicereply

NOVEMBER 21, 2023

This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth. Fred Reichheld dubbed this metric the “ one number you need to grow. Strong NPS is the backbone of a thriving customer experience.

Surveys 59

Surveys B2B Feedback Education 59

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Ask for feedback – and take this into account. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. . Ask for their feedback on potential product enhancements and ideas to give them a sense of ownership stake in your product.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Ask for feedback – and take this into account. .

Best practices 64

Best practices Metrics Feedback SaaS 64

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) What is a CRM? Who owns it? Sales or Sales Operations. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. First, you need to create a consistent and comprehensive system to track customer health score , which is a metric measuring whether customers are satisfied with your product or at risk of churn.

Upselling 65

Upselling Accountability Customer retention Metrics 65

ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. When it comes to working with customers, any CSM worth their salt understands the value of customer sentiment. Voice of Customer.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Prioritize Escalations and Cherish Feedback. Direct Voice of Customer information usually arrives in two forms; in response to feedback requests and through escalations. This score is an effective account of the customer’s current mood. Anticipate in Order to Add Extra Value.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What helped you build your customer journey map and what were the main factors you took into account? Sometimes there are several contacts associated with an account.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

ChurnZero

JUNE 12, 2020

Who ensures the renewal process happens for all your accounts? Aspire Business Development breaks down McKewon’s point : “ When you’re not focused, strategic, and accountable for how you spend your time and efforts, the end result is going to be lots of wasted effort, false progress, frustration, and reduced success.”.

SaaS 80

SaaS Metrics Customer retention Analytics 80

ClientSuccess

JUNE 8, 2021

It’s probably along the lines of customer sentiment, issues, and feedback. For that reason, all of these value-based metrics will hold a different meaning from customer to customer. Identify stakeholders throughout your customer organization (from end-user to executives) and consistently reach out for feedback and input.

Feedback 52

Feedback Metrics Customer Support Accountability 52

ClientSuccess

MAY 3, 2022

Here are three keys to earning your customer’s trust and building strong customer loyalty with your accounts: 1. Customers will appreciate and respect the transparency and feel even more comfortable coming to your team with questions, feedback, and recommendations. Get started on the right foot. . Be available and transparent. .

Metrics 52

Metrics Accountability Feedback 52

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). But customer feedback can lead to a wishlist that’s hard to prioritize. In one case, the CX team surfaced a communications issue about changes in account ownership.

Education 60

Education Sales Feedback Healthcare 60

CustomerSuccessBox

APRIL 3, 2022

Learning how to view a playbookUnderstanding how to manage different processes in the playbook How to effectively manage tasks & communication in playbooks What to do to be on top of your accounts How to check whether a customer is moving in the right direction. Cheers, Reminder Invite to a Webinar. Hope you’re good to go.

APIs 52

APIs Accountability SaaS Marketing 52

JustCall

APRIL 3, 2023

Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service. This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

OCTOBER 22, 2020

The type of submitted ticket is the most telling sign that an account might be inching towards an escalated state —a critical support ticket is an obvious sign that there is friction between the customer and the product, and it should be addressed as such. . Poor Customer Feedback . Drops In Usage. Get started for free today.

Management 64

Management Morale Enterprise Accountability 64

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar. What are your metrics?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Comm100

JANUARY 17, 2024

Look at metrics such as response time, resolution rate, and customer satisfaction. Many common service requests – order tracking, account management, balance checking – require agents to work through a set of questions and hunt through external databases. Continuous learning: Implement systems where bots learn from human agents.

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

ChurnZero

JUNE 21, 2019

They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. To explore this topic, we hosted a well-attended webinar with Kia Puhm from the DesiredPath Inc. Q&A Recap .

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

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. Customer Success eBooks.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What helped you build your customer journey map and what were the main factors you took into account? Sometimes there are several contacts associated with an account.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

OctopusTech

MAY 25, 2021

It has many aspects that involve training, accounts setup, incorporating the software, and assuring that the product complies with user needs. Product usage metrics of the user. Keep in mind that the quicker the users sign up for their account, the more satisfied as well as happy they are. Get the feedback.

B2B 62

B2B outsourcing Customer Support Accountability 62

Amity

JULY 4, 2017

But there’s even more 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. From outcome metrics, to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Rethinking the Quarterly Business Review (QBR).

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Help Scout

MAY 12, 2021

For a subscription business, this is a clear and simple metric. Review “lost customer” feedback. To discover why customers are leaving, start by talking to the following folks: Your customer success team or account managers, if you have them. Your finance team, who may be involved with larger account billing.

Customer retention 115

Customer retention Finance Analytics Customer effort 115

PeopleMetrics

APRIL 3, 2015

Balance the customer feedback. Share early successes, and develop a regular feedback rhythm. So, as you use Voice of the Customer software to gather customer feedback, make it a point to share some great stories in company communications like newsletters, videos, emails, webinars, podcasts, or town halls.

Best practices 102

Best practices Customer Experience Management Feedback 102

ClientSuccess

JULY 31, 2019

While most CSMs will try their hardest to deliver amazing customer experiences, make data-backed account decisions, and escalate issues wherever applicable, there are always problems that are just out of reach. Patterns often emerge in customer accounts that give CSMs and their managers a deeper look into the reason behind churn.

Accountability 49

Accountability Metrics Benchmark Sales 49

Playvox

AUGUST 11, 2022

With this data, stakeholders across the business can make better decisions based on customer feedback. Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. Related On-Demand Webinar: Ensuring Quality Among Your Agents: 5 Lessons for eLearning & Training. Poor Tag Coverage. Cost Of Manual Chat Tagging.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

Totango

JANUARY 16, 2020

It is a great way to scale your customer success efforts and accurately track accounts of the same business type, and size. You can segment your outreach to reach the customer most in need of resource documentation to get started, an interactive webinar, or best practice refreshers. It can also be used as a learning tool.

Best practices 62

Best practices Metrics Feedback Personalization 62

Totango

AUGUST 14, 2020

Escalation : Rapid, personalized, and inclusive responses to customer feedback and challenges can actually improve the customer relationship and your product. Some KPIs for escalations are the time it takes to resolve an escalation as well as customer feedback and health post-escalation. Everything your customer does generates data.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What helped you build your customer journey map and what were the main factors you took into account? Sometimes there are several contacts associated with an account.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ChurnZero

MAY 22, 2020

In ChurnZero, a Play automates messaging and tasks based on a user or account’s engagement metrics. Low- and high-touch: engage the account ChurnZero Action: Create an email and add it to your Play to automate sending. Identify and reiterate why the account purchased to keep their needs top of mind and their momentum going.

Best practices 98

Best practices Accountability Benchmark Sales 98

SmartKarrot

NOVEMBER 30, 2022

Role: Customer Success Director Location: Edmonton, AB, Canada (Hybrid) Organization: Drivewyze As a Customer Success Director, you will lead, coach, and mentor a high-performing team accountable to manage the deployment of software for the customer fleet organizations. Host and present in webinars, in-person events, and company events.

Coaching 19

Coaching Accountability Upselling Metrics 19

Calltools

DECEMBER 9, 2020

While that may sound like a lot of money, it only accounts for 13.2% Take advantage of video conference tools, call monitoring, and group webinars to improve at-home training. Some tools to consider include: Project management tools that let teams work on different aspects of a project and share feedback with each other.

Call Center 52

Call Center Interactive Voice Response CRM Morale 52