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. Profitability wasn’t a focus or concern.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Additionally, AI helps you identify how agent actions relate to customer sentiment.

Quality management 52

Quality management Call Center Management Contact Center 52

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Market research & trends, best practices, tech.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

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

aircall

JULY 6, 2022

CLV is a metric that shows the total revenue a company is likely to receive from a single client or customer. For the mathematicians among us, it can be calculated as CLV = Average purchase cost * average number of purchases per year * average customer retention rate in years. Customer renewal rate.

Analytics 62

Analytics Call Center Customer Experience Interactive Voice Response 62

GetFeedback

AUGUST 14, 2019

Measuring CSAT can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . Goal 2: Coach employees.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

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. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

JustCall

APRIL 26, 2022

AI is now an integral part of many sales and customer support teams, assisting them to close more deals, enhance customer satisfaction (CSAT) score, and get more wins. The modern solutions are amplifying training and coaching, helping reps be more productive and achieve enhanced performance. Coaching insights.

Call Center 52

Call Center Sales Interactive Voice Response call center software 52

SmartKarrot

JANUARY 11, 2023

Architect a holistic enterprise-level Customer Success framework including service policies, procedures, and standards that scale to support present and future business needs. Build meaningful relationships with customers by communicating consistently and effectively while providing a high level of service and support.

Education 19

Education Upselling Enterprise Customer centricity 19

SmartKarrot

FEBRUARY 18, 2022

Role: Director of Customer Success Location: San Francisco Bay Area, US (On-site) Organization: Gorgias As a Director of Customer Success, you will create and execute scalable strategies to improve customer engagement, CSAT, product usage, and retention. Manage the CSM team via 2 Leads.

Customer advocacy 19

Customer advocacy Best practices Accountability Coaching 19

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

NobelBiz

APRIL 11, 2023

Rather than replacing agents, AI can be used to augment their abilities and help them provide better customer service. This doesn’t mean that present AI applications can’t aid agents: One way that AI can assist human agents is by providing them with relevant information and suggestions in real-time. Learn more here.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

JustCall

NOVEMBER 16, 2022

It is a great way to apprise and educate employees of call center about the changes in the organization without them having to deal with the discomfort of sitting through monotonous presentations or face-to-face classroom sessions. Let us look at some of the key benefits that call centers can derive from eLearning : Increase Customer Loyalty.

Call Center 52

Call Center Consulting Consulting Education 52

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Allison Pickens. Anita Toth. Annette Franz. Annette Franz is the Founder and CEO of CX Journey Inc.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

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

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. Customer cohorts set your metric baselines. Compare your customer’s time in app against customers in similar onboarding journeys (past and present).

Metrics 98

Metrics SaaS Surveys Self service 98

SmartKarrot

AUGUST 12, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Jama Software As a Director of Customer Success, you will deliver industry-leading customer retention and renewal rates.

Government 16

Government Upselling Coaching CRM 16

Noble Systems

FEBRUARY 14, 2019

Customer retention rates are an average of 18% higher when employees are highly engaged ( Cvent ). Regular training in the contact center on soft skills, compliance, new products and services and best practices is essential to helping agents improve performance. Present clear goals and expectations.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Peter Armaly. Sue Nabeth Moore.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Noble Systems

FEBRUARY 14, 2019

Customer retention rates are an average of 18% higher when employees are highly engaged ( Cvent ). Regular training in the contact center on soft skills, compliance, new products and services and best practices is essential to helping agents improve performance. Present clear goals and expectations.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

SmartKarrot

JULY 9, 2021

Define and optimize customer lifecycle by mapping customer journeys, developing listening points in the journey (e.g., usage, loyalty), standardizing interventions for each point in the journey, defining segmentation of customer base and varying strategies, and identifying opportunities for continuous improvement.

Best practices 10

Best practices Coaching Accountability Education 10

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. The way my brain has meandered over time is, you know, we’ve been talking about this concept of customer-led growth for a while.

Marketing 52

Marketing Sales Customer centricity Accountability 52

SmartKarrot

JANUARY 5, 2021

While all care has been taken to ensure our selection (presented in no particular order) is free of bias, we understand we might have had our blind spots. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. as a Coach and Advisor respectively. Lincoln Murphy. Jeanne Bliss.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

APRIL 17, 2023

For example, a software company uses an AI-powered voice assistant to provide real-time updates on product development to its enterprise customers, resulting in faster issue resolution and improved customer retention. Develop targeted renewal strategies based on customer needs and preferences.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

Callminer

JULY 15, 2019

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Register for 9am BST Session . Register for 11am EST / 8am PST Session .

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

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. Customer cohorts set your metric baselines. Compare your customer’s time in app against customers in similar onboarding journeys (past and present).

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

MAY 21, 2021

Deliver meaningful, strategic, and tactical insight to the leadership team through customer feedback, business goals, key performance indicators, and customer analysis. Manage customer escalations as the senior business owner for their success. Identify opportunities for continuous improvement.

industry standards 10

industry standards Metrics Upselling Enterprise 10

SmartKarrot

MAY 10, 2021

Apply here: [link] Role: Customer Success Manager Location: Arkansas, United States Organization: Inspectorio As a Customer Success Manager, you will build and deepen executive relationships with customers. Negotiate and manage entire cycles, presenting to C-level executives in corporate and global customers.

Best practices 10

Best practices Enterprise B2B Metrics 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

Education Services Group

OCTOBER 20, 2022

Her secret to success included three personas: A Coach. Best when this relationship is positive, save the venting for your coach. Note that this version was distilled down to support a 90-minute presentation. The person you look to for career advice. Could be a manager but that’s not required.

Coaching 10

Coaching Upselling Feedback Metrics 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. Apply here: [link].

SaaS 8

SaaS Consulting Consulting Accountability 8