Totango

JUNE 3, 2022

Two of the biggest tasks for customer success managers is keeping customers engaged and generating feedback to ensure they are satisfied. An excellent opportunity to engage clients is inviting them to an event, such as a webinar or seminar. The webinar is available at [date, time]. Feedback Request Email Template.

Feedback 110

Feedback SaaS Surveys Accountability 110

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. As Untappd’s Customer Success team conducted outreach and learned more about their customers’ evolving situations, they took key actions, including: Tagging accounts in affected areas with temporary ‘Do Not Call’ flags in Salesforce.

Morale 72

Morale Education Surveys Accountability 72

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. With that in mind, it is generally more useful to conduct a formal survey. Begin with the End. Methodology.

B2B 73

B2B Surveys Customer centricity Construction 73

Toister Performance Solutions

JANUARY 29, 2019

I then launched a survey to ask readers for their feedback on three cover options. The survey was up for just a few days and a 135 people responded. After all, more than half of all survey respondents picked that option. Fortunately, I also included a comment field in the survey. Option B (52%). Option C (20%).

Surveys 54

Surveys Airlines Accountability Feedback 54

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. For example, you can use automated monitoring of client accounts to track user adoption rates. Customer Feedback: Qualroo.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Kayako

FEBRUARY 4, 2016

They hand them off to sales, sales carefully handles the customer through their many segments and moves them into their first account. Many businesses who experience unacceptable levels of churn turn to those big clunky surveys for insight. Sign up for the webinar. Win a 3-month Customer Thermometer account!

SaaS 48

SaaS Accountability Feedback Sales 48

ClientSuccess

MARCH 29, 2022

One of the best parts of any new customer onboarding is looking ahead to where the account can grow and evolve down the road. Ask for feedback. . Before onboarding starts, send out a quick survey asking what users hope to learn during onboarding. Toolkit: Customer Onboarding Toolkit.

Feedback 52

Feedback Surveys Accountability Sales 52

ClientSuccess

MARCH 29, 2022

One of the best parts of any new customer onboarding is looking ahead to where the account can grow and evolve down the road. Ask for feedback. . Before onboarding starts, send out a quick survey asking what users hope to learn during onboarding. Toolkit: Customer Onboarding Toolkit.

Feedback 52

Feedback Surveys Accountability Sales 52

AskNicely

MARCH 16, 2017

Gathering customer feedback in real-time enables a business to be faster and more agile in the way they grow and adapt. Unfortunately for many businesses, the very technology that makes the collection of customer feedback possible is also what makes it hard to act in real time.

Surveys 60

Surveys CRM Feedback Accountability 60

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

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). Advisory boards consist of a sample of your high-impact customers (usually 30-300) that commit to providing feedback for a certain period of time (usually a year). Fire away those ad hoc surveys!

B2B 90

B2B Journey mapping B2C Benchmark 90

ClientSuccess

JULY 26, 2022

On the quantitative side, however, much of the information gathered comes from on-platform performance or surveys. . 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. Want to learn more? Toolkit: Customer Success Metrics Toolkit.

Metrics 77

Metrics Feedback Surveys Accountability 77

Nicereply

JANUARY 11, 2022

There are a lot of ways to help customers proactively, including educational webinars, in-app notifications, knowledge base articles, and more. Plus, by proactively contacting a wider audience, you’ll be able to source feedback from your entire customer base (not just the ones that write into customer service). Add a Survey.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

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. A best practice is for customer marketing to create a separate NPS survey specifically for marketing purposes. Voice of Customer. Support Tickets.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

Fonolo

JANUARY 17, 2023

According to a recent PWC survey, customers value : Speed. 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. RELATED WEBINAR: The Impact of AI on Customer Experience. Convenience. Knowledgeable assistance. Friendly service.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Talkdesk

DECEMBER 1, 2020

Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information. Knowledge Management: How information is curated, maintained and distributed across systems, taking into account searchability for agents and customers to find accurate information.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

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

ClientSuccess

AUGUST 24, 2021

The Account Executive (or whoever is managing the sales process) should send out an introduction email to all customer contacts introducing them to all members of your onboarding team. Internal Handoff: CSMs are required to know the ins and outs of their customer accounts, and this all starts with an internal account download from Sales.

Accountability 52

Accountability Sales Surveys CRM 52

ClientSuccess

JANUARY 10, 2020

Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . Webinar: Why Continuous Onboarding is Critical for Your Business.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . Webinar: Why Continuous Onboarding is Critical for Your Business.

Best practices 64

Best practices Metrics Feedback SaaS 64

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. Proactive indicators alert you to changes to customer accounts prior to human interactions. 20% decline in active users: Add this account to a watch list to monitor for further decline.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. Optimizing CX and customer satisfaction can help build a business; a PwC survey found that 73% of consumers say experience is a primary factor in purchasing decisions. What is CES?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

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

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Amity

JULY 4, 2017

NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” 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.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

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

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. So asking, “Hey product, what are you measuring?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

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

Toister Performance Solutions

NOVEMBER 30, 2017

The webinar software picked the wrong time to get wonky. The rep offered to stay on the line with me until my webinar started. Why Relief Matters in Support A survey of 1,345 consumers conducted by the Temkin Group discovered that relief was the most common emotion experienced after a technical support interaction.

Customer Support 80

Customer Support Technical Support Self service Coaching 80

CSM Magazine

NOVEMBER 29, 2021

A chance to give feedback. To make sure that you know about all the experiences that they have (both good and bad ones), it’s necessary to collect timely feedback. For example, through an email survey, Contact Us window, or phone questionnaire. Collecting feedback is also crucial for analytics and building a client’s lifecycle.

Customer Service 59

Customer Service Journey mapping Analytics Feedback 59

Aria Solutions

JUNE 8, 2020

In my interactive webinar series on how to design a process like a pro, I talked about prioritizing parts of the process to re-engineer based on business values that ranged from revenue generation, to user productivity, to customer experience. Account for the existing security and access, and the possible need to change them.

Engineering 62

Engineering APIs Consulting Consulting 62

Aria Solutions

JUNE 8, 2020

In my interactive webinar series on how to design a process like a pro, I talked about prioritizing parts of the process to re-engineer based on business values that ranged from revenue generation, to user productivity, to customer experience. Account for the existing security and access, and the possible need to change them.

Engineering 62

Engineering APIs Consulting Consulting 62

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

Lumoa

JULY 6, 2023

Now, it will also take into account any filters you have selected. Keyword suggestions is Lumoa’s way of helping you improve your Topics , as new feedback comes into your account. Ability to edit Survey Campaigns Survey campaigns can now be edited. Exporting detailed feedback. to get started!

APIs 16

APIs industry standards Surveys Benchmark 16

ChurnZero

JULY 2, 2019

Create a report of accounts that are up for renewal during the summer months, and as they close have the intern get a handwritten thank you note out to the main point of contact. Conduct a Customer Survey. You could use this opportunity to have your intern built out a customer survey and manage the process and data analysis.

Surveys 40

Surveys SaaS Accountability Feedback 40

Cisco - Contact Center

JANUARY 27, 2020

Their survey of 362 firms found that although 80% of the firms believed that they delivered a “superior service” only 8% of the firm’s customers believed that. In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. What’s Next?

Contact Center 78

Contact Center contact center solutions Enterprise Cloud contact 78

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. In fact, 52% of people around the globe believe that companies need to take action on feedback provided by their customers according to Microsoft. Training sessions.

Customer Support 52

Customer Support Self service Feedback Upselling 52