ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Totango

AUGUST 18, 2022

Customer onboarding progress may be monitored through key performance indicators (KPIs) that reflect successfully completing onboarding steps. Tracking this metric can help your customer success team identify when individual customers need help completing onboarding. Listing steps in your client’s onboarding progress.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

SmartKarrot

MARCH 21, 2023

Use your management consulting skills to provide customers with strategic direction on their e-commerce or ad spend management projects as well as assistance in identifying and resolving complicated business problems. Lead a group of customer success managers and make sure they are working towards the same goals.

Consulting 19

Consulting Consulting SaaS Benchmark 19

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Once the customer had a positive CX, it will set a new benchmark.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

CSM Practice

NOVEMBER 4, 2019

Proper customer base segmentation precedes an effective low touch/digital customer success strategy. Customer-centric businesses aim to deliver excellent customer experience at all levels of segmentation. However, a growing customer base results in limited CSM resources. Segmentation Strategy.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

aircall

OCTOBER 11, 2022

Aircall: Call efficiency for productive, customer-centric teams. Real-time analytics that enable real-time call performance monitoring and KPI benchmarking. Here, we’ve explored a few proven ways to improve team performance in customer-centric sales and support environments. And guess what?

Customer centricity 118

Customer centricity CRM Sales Analytics 118

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

Beyond Philosophy

MARCH 19, 2019

We had a guest that explained why Innovative Service is crucial to Customer Experience on our recent podcast. Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. Bell also helps many Fortune 100 companies implement innovative customer-centric strategies.

Customer centricity 339

Customer centricity Customer retention Consulting Consulting 339

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics SaaS Surveys Self service 52

ClearAction

MAY 18, 2017

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric. Design CX metrics as a value chain.

Feedback 54

Feedback Surveys Benchmark Analytics 54

SmartKarrot

APRIL 26, 2021

Create a culture and processes which achieve the business goals and objectives with regards to their customer service. Create NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric. Identify new tools and technologies to better serve the customer.

Enterprise 10

Enterprise Benchmark Accountability Metrics 10

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JUNE 11, 2021

The Cisco Customer Success Manager Specialist certification has a validity of three years. To earn the recognized Cisco certification, you need to pass the following exam- 820-605 DTCSM exam which tests discovery, benchmarking, evaluation, and enablement. Customer Success- How to Exceed Your Customers Expectations by Udemy.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

AUGUST 5, 2022

In contrast to a startup that might only have a customer success onboarding playbook, a major company with numerous customer tiers is more likely to have a comprehensive set of onboarding playbooks for each customer tier. How engaged are the VIP clients following the VIP onboarding flow?

Scripts 10

Scripts Accountability Benchmark B2B 10

NobelBiz

JULY 25, 2023

Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers. Join us as we navigate the landscape of Customer Interaction Analytics and its significant impact on customer-centric approaches in today’s business world.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. I would NEVER rely on NPS as the only measurement of customer perception."

Consulting 135

Consulting Consulting Metrics Feedback 135

ClearAction

JULY 23, 2023

B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have already discovered customers’ intended outcomes as part of their outcomes-based selling and consultative selling approaches. That in itself may be part of your B2B customer experience governance charter.

Government 62

Government B2B Customer Experience Enterprise 62

CSM Practice

DECEMBER 4, 2020

Irit Eizips: Hello my customer success friends, Irit Eizips here from CSM Practice, a customer success consulting firm. Today I have Chris Singh, Global head of customer success management at SAP. Specifically today I’m going to approach the topic of maximizing customer value and being customer-centric.

Benchmark 69

Benchmark Surveys Chief Customer Officer Management 69

Pointillist

JUNE 7, 2021

In this year’s survey, we sought to uncover what separates customer experience leaders from laggards. Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. Spreadsheets Are Still the Most Common Way to Produce Metrics.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. Happier agents are also more productive, which means that they can better achieve contact center metrics. Value in Customer Satisfaction. And, Chatbots more than pull their weight.

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

SmartKarrot

NOVEMBER 25, 2020

Five such bullets are awaiting you to give you some thinking: Kick start with the right Team Aim a benchmark to target Hear them out for real Define what success is to you Keep Faith and Momentum. Building toned customer success practices from scratch could be as daunting as a task. Aim a benchmark to target.

Best practices 10

Best practices SaaS Benchmark Metrics 10

Comm100

FEBRUARY 7, 2018

Tips for avoiding this pitfall: Consult with a sales representative and make specific pricing inquiries to ensure full, transparent pricing. Low-quality engagement tools also fall short on delivering personalized service to customers, which is one of the most essential qualities that defines a customer-centric brand.

CRM 41

CRM Enterprise Multichannel SaaS 41