Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ChurnZero

NOVEMBER 4, 2022

To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. Customer Success leaders will be judged on their ability to bounce back. Is professional services offering trustworthy consulting services?

SaaS 98

SaaS Customer centricity Finance Best practices 98

JustCall

NOVEMBER 25, 2022

Businesses can use CI software to record meaningful discussions with potential customers, identify unsafe or illegal conversational subjects, train new salespeople on best practices, and for any other purposes where the analysis and transcription of sales calls is required. Top 10 Best Conversation Intelligence Software.

Real estate 52

Real estate CRM Coaching Contact Center 52

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Recruit, hire, mentor and coach Customer Success team members.

Upselling 19

Upselling Coaching Best practices Consulting 19

GetFeedback

AUGUST 14, 2019

Why only consider the percentage of those customers who call themselves satisfied? . A big reason is that tracking the two highest values from CSAT is the more accurate predictor of customer retention than overall averages. . Goal 2: Coach employees. Understand your customer expectations. Free CSAT Calculator.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Fonolo

JANUARY 14, 2020

Top Pick: Two questions every customer service manager should be asking every day. Jeannie Walters is the Chief Customer Experience Investigator and founder of 360Connext, a global consulting firm specializing in the customer experience. . Top Pick: 5 ways to instill customer-focused values throughout your organization.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Instead, I recommend supplementing random sampling with analytics.

Contact Center 56

Contact Center Analytics Coaching Self service 56

SmartKarrot

DECEMBER 13, 2022

Role: Customer Success Associate Location: Chicago, IL, United States (On-site) Organization: Wolters Kluwer As a Customer Success Associate, you will deliver prompt and professional service to the customers (Small Businesses, Law Firms, or Corporations) through verbal and written communications. Apply here: [link].

Engineering 19

Engineering SaaS Coaching Government 19

SmartKarrot

MARCH 8, 2022

An exceptional thought leader and a brilliant coach to thousands of executives, Allison Pickens, is a leading expert on recurring revenue growth. Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. Allison Pickens. Anita Toth. Annette Franz. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Education Services Group

FEBRUARY 16, 2022

You will need to be their coach because this orientation will inevitably force them to confront their own organizational challenges as they set about to retool and reorient the way their individual teams operate.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

OCTOBER 22, 2021

Collaborate with Sales teams to innovate, improve the process, and aid to define procedures that minimize customer risk and improve customer retention rates and growth! Collaborating with internal teams and partners to optimize the customer experience and value realization.

Brand ambassadors 19

Brand ambassadors Education Upselling Consulting 19

SmartKarrot

MARCH 10, 2022

Audit, refine, develop, and implement Customer Service/Success processes. Drive customer outcomes, product adoptions, and customer experience through implementing customer retention and customer engagement strategies. Owning customer communications and issues from initial contact until resolution.

Technical Support 19

Technical Support Consulting Consulting Metrics 19

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Join this webinar to learn: The different types of customer reviews and when to use them.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. If you find any prominent influencers missing, kindly nominate them in the comments below.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

CSM Practice

DECEMBER 29, 2020

I’m Diane Diane Hanson, management consultant, and with me is Christine Salvo, therapist, certified mediator, and certified hypnotherapist. Today we are talking about your business and how to achieve success with your existing customers. Diane Hansen: (00:28) This is business therapy. Or maybe my company wasn’t so good.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

SmartKarrot

JANUARY 13, 2021

Apply here: [link] Role: Vice President of Customer Success Location: San Diego, CA, US Organization: SOCi, Inc. As a Vice President of Customer Success, you will set and manage your team’s objectives and priorities to ensure they achieve customer adoption, customer retention and customer satisfaction metrics.

Consulting 10

Consulting Consulting Metrics Customer retention 10

Robert Davis

NOVEMBER 4, 2019

Do your supervisors seem to be stuck at their computers answering emails, attending countless meetings, and handling a lot of administrative work, taking them away from coaching and developing their teams of 12, 15, 18, or more members? This is a very common challenge in contact centers and leads to missed KPIs, low morale and high attrition.

Morale 9

Morale Coaching Best practices Customer retention 9

Callminer

JULY 15, 2019

Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. Generate and Accelerate ROI with Speech Analytics and Consulting Services featuring Ember Services. Register for 9am BST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Prepare and educate customers on new features and releases. Apply here: [link].

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

SmartKarrot

MAY 21, 2021

Apply here: [link] Role: Director, Customer Success Location: Raleigh, NC, US Organization: insightsoftware As a Director of Customer Success, you will drive Customer Success outcomes. Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals.

industry standards 10

industry standards Metrics Upselling Enterprise 10

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. 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

JANUARY 19, 2021

Achieving all quarterly targets including adoption, retention, expansion and referenceability metrics. Provide leadership and direct oversight of CSMs to ensure they develop strong customer relationships and serve in the role of trusted advisor to the customers. Apply here: [link] .

Accountability 10

Accountability SaaS Coaching Best practices 10

SmartKarrot

JULY 5, 2021

Develop a culture of continuous improvement for process repeatability, operations scaling, capacity management, and customer satisfaction. Ensure close coordination and collaboration with Sales, Account Management and Customer Success teams to ensure customer retention and growth.

Advertising 10

Advertising Enterprise Upselling Accountability 10

SmartKarrot

DECEMBER 3, 2020

Role: VP, Customer Success Location: Phoenix, AZ, US Organization: States Title As a VP of Customer Success, you will be responsible for setting the Vision & Direction of the Customer Success Team at States Title to achieve Revenue, Customer Retention, and Product Adoption goals.

Enterprise 10

Enterprise Technical Support Accountability Coaching 10

SmartKarrot

APRIL 14, 2020

Organization: Palo Alto Networks As a Customer Success Manager, you are a critical part of their customers’ adoption of security integrations. You act as their day-to-day contact, establishing relationships with them to ensure best practices for their secure environments.

SaaS 8

SaaS Consulting Consulting Accountability 8

NobelBiz

MARCH 14, 2022

So here is a small list of KPIs that you might find helpful in 2022: In the past, organizations didn’t have a good track record of being open and honest with their customers about their activities and lead generating efforts. It is possible, though, if you use the proper best practices and the right software.

Contact Center 52

Contact Center Scripts Average Handle Time Cloud contact 52

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Coaching 0

Coaching Engineering Upselling Marketing 0

aircall

JUNE 16, 2021

What Is Great Customer Service? Good customer service is all about making customers feel positive about the time they spend talking to you. You can achieve this through several best practices: Promoting a warm and welcoming approach among your customer service agents.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

JustCall

NOVEMBER 16, 2022

Highly interactive, consulting-based, and highly regarded eLearning call center training helps you fill the gaps created by these difficult times. eLearning offers them the opportunity to view their progress because consultants can follow their completion rates in a series of different modules and see the progression they do in each area.

Call Center 52

Call Center Consulting Consulting Education 52

NobelBiz

APRIL 11, 2023

For example, if a customer asks a question that the agent is not sure how to answer, an AI system could provide suggestions for how to respond based on previous interactions with similar customers or common best practices. This AI-driven approach results in cost-effective growth and improved customer satisfaction.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. In her role, Bree lives and breathes measurement.

Metrics 98

Metrics SaaS Surveys Self service 98

SharpenCX

JANUARY 14, 2020

Can you boost morale, improve your service level, and retain customers without the extra cash? Download Now: Learn 29 best practices and coaching techniques for running your call center. Let’s take a look at some budget-friendly ways to improve your call center internally, all while making your customers happier.

Call Center 76

Call Center Customer Service Morale Finance 76

Taylor Reach Group

NOVEMBER 18, 2019

In fact, we have seen situations where internal quality results had negative correlations with customer satisfaction and by extension customer retention! If high customer satisfaction and retention is part of the center mandate, then it is a ‘best practice’ to include customers’ feedback and input as part of the process.

Coaching 18

Coaching Contact Center Surveys Best practices 18

ChurnZero

MARCH 13, 2020

That requires an ongoing, event-based mindset that puts customer performance before QBR quotas and recurring scheduling expectations. Now, this isn’t an argument to entirely do away with QBRs, but rather, to question if and why you’re blindly following a best practice that may no longer be relevant to your customers’ success.

Metrics 59

Metrics Consulting Consulting Coaching 59

Education Services Group

OCTOBER 25, 2022

Chris Hicken (CH): The way that I would coach CS people to talk to their CFOs is to start by looking at the unit economics of the business. Is Professional Services offering high quality, trustworthy, consulting services. Q: Is CS fully leveraging its “seat at the table” by tying revenue and growth? It goes on and on.

Marketing 52

Marketing Sales Customer centricity Accountability 52

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. In her role, Bree lives and breathes measurement.

Metrics 52

Metrics SaaS Surveys Self service 52