Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Adrian Travis is the Founder and President of Trindent Consulting.

Call Center 345

Call Center Contact Center Finance Consulting 345

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? However, despite these compelling statistics, the reality remains stark.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

Vcaretec

JUNE 6, 2022

I tweet about customer focus, leadership, IT, and tech. Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.' Connect: @RichardDumas Al Hopper Bio: The Al Hopper #CustServ (chat Tues 9pET) & @Social_Path helping our Customers on the path to social.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. Looking to be a part of a new CS community?

SaaS 98

SaaS Best practices Gamification Feedback 98

Outsource Consultants

AUGUST 3, 2020

In short, traveling customers will have even more *cough* baggage *cough* to handle than before. . Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences. Lower Your Average Handle Time to Increase Customer Revenue.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Invest in the right customer success technology partner. Leverage the latest customer success best practices. Customer Success Is A Growth Strategy.

Best practices 79

Best practices Upselling Analytics Technology 79

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center 52

Call Center Coaching Contact Center Metrics 52

ClearAction

FEBRUARY 14, 2015

Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege? Think capability-building.

Customer Experience 88

Customer Experience Customer centricity Finance Entertainment 88

ChurnZero

JANUARY 13, 2022

“Our customers are our inspiration, and we grow as they grow. In his new role, Bill will be responsible for ensuring success throughout the customer entire lifecycle, from initial onboarding onward. ” Bill comes to ComplySci with over 15 years of building and scaling customer experience teams in high growth SaaS companies.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

CustomerSuccessBox

DECEMBER 31, 2021

For example- a PS team can configure a feature on behalf of customers. Hence, many B2B SaaS firms offer Professional Services as they can certainly add value to both pre and post-sales customer experiences. Services like Onboarding & Implementation, Product customization, Change management , etc. Proactive function.

B2B 52

B2B SaaS Consulting Consulting 52

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. Ensure you have “real” buy-in.

B2B 78

B2B Feedback Consulting Consulting 78

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. This Canadian customer experience-obsessed organization is a vibrant and integral part of the North American CS and CX verticals. 6 Must-Read Customer Experience Trends in 2019.

CCNG 102

CCNG Customer Service Education Contact Center 102

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Through his leadership, his teams have consistently attained above 90% customer satisfaction ratings (CSAT); an extraordinary feat,” said Ross Wainwright, CEO of Alida.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Call Center Weekly

APRIL 9, 2018

This is valuable data and insight to your customer's thinking that can be applied to modify your retention efforts, and to improve your business processes. Chris Truitt is an Email Deliverability Manager with over 11 years of experience.

Best practices 143

Best practices Consulting Consulting Feedback 143

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 91

Management Upselling Coaching Best practices 91

Amity

JULY 13, 2016

Bain & Company - Bain’s Loyalty Insights newsletter is a bi-monthly email series that discusses how to focus your entire company on customer loyalty. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. Subscribe here. Subscribe here.

SaaS 81

SaaS Best practices industry standards Consulting 81

CSM Magazine

JUNE 22, 2023

By combining their own data with purchased datasets, businesses can obtain a more comprehensive understanding of their target audience, enabling them to craft customer service strategies that enhance the overall customer experience. Consult with your data provider to resolve any compatibility issues.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

CSM Magazine

JUNE 21, 2018

Fatal flaws in customer experience (CX) foretell the demise of many companies. These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employ­ee-Customer-Profit Chain, a 1.3% The best you can achieve is mediocrity.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

ChurnZero

NOVEMBER 4, 2022

With most businesses having gone partially, hybrid, or fully remote, You Mon recommends that all businesses adopt the mindset and best practices of a remote-first company to stay competitive. 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

SmartKarrot

NOVEMBER 25, 2020

Although ‘lean’ comes into force, with a primitive target to cut down on the wastes, the second major half of this concept has got to do with streamlining the customer experience. A revamped internal process gives rise to a better product which in turn imbues loyalty in a customer.

Best practices 10

Best practices SaaS Benchmark Metrics 10

ClearAction

DECEMBER 13, 2017

The essence of what differentiates a nice policy from a naughty policy is whether the company recognizes that customer experience gravitates toward the nicest and easiest solutions. For example, customers naturally prefer absence of penalties, caveats, exclusions, and extra steps (hassles).

Customer centricity 54

Customer centricity Sales Entertainment Government 54

ChurnZero

FEBRUARY 4, 2022

Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. We cover: How does customer success work with investors? Customer retention.

Metrics 98

Metrics Consulting Consulting Best practices 98

CSM Practice

DECEMBER 8, 2019

At the same time, a 5% increase in customer retention rates can increase profits by up to 95%. Why Do Customers Churn? Understanding the numerous reasons for customer churn enables SaaS business to conduct better churn analysis, mitigate churn, increase customer retention, and consequently increase revenue.

SaaS 88

SaaS Customer retention Accountability Feedback 88

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Global Response

MARCH 18, 2022

Omnichannel contact centers can be a great solution for any business that: Is struggling to keep up with the demand of customer service inquiries. Needs to provide a streamlined customer experience. Studies have shown that customers who receive good customer care are 3.5x After a few bad experiences?

Contact Center 71

Contact Center Call Center Best practices contact center solutions 71

PeopleMetrics

JANUARY 18, 2022

Customer satisfaction has always been a make-or-break consideration for businesses. Learning from your customers’ experiences gives you direct insight into what you’re doing well and where you can improve to drive more revenue, acquisition, and retention. What is customer satisfaction software?

Feedback 62

Feedback Surveys Telecommunications Advertising 62

Global Response

JANUARY 23, 2023

And of course, this makes sense—satisfied customers are more loyal to your brand, making them more profitable for your business. And, after all, the goal of customer service is to resolve customer issues in a satisfactory way and design customer experiences that will create happy, loyal customers.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

ClearAction

JULY 21, 2016

Beyond that, consider the silos of various components of customer experience management (CXM). For example, Voice-of-the-Customer (VoC) managers are often completely absorbed in the administration of customer listening posts. And others are pursuing VoC actions or customer retention.

B2B 54

B2B Best practices Customer retention Feedback 54

Amity

JULY 13, 2016

Bain & Company - Bain’s Loyalty Insights newsletter is a bi-monthly email series that discusses how to focus your entire company on customer loyalty. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Bain & Company - Bain’s Loyalty Insights newsletter is a bi-monthly email series that discusses how to focus your entire company on customer loyalty. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Bain & Company - Bain’s Loyalty Insights newsletter is a bi-monthly email series that discusses how to focus your entire company on customer loyalty. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Bain & Company - Bain’s Loyalty Insights newsletter is a bi-monthly email series that discusses how to focus your entire company on customer loyalty. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

CSM Magazine

MAY 9, 2022

Not only does excellent customer service set you apart from your competition, but it also helps you to improve customer retention rates while extracting the maximum value from each of your engagements. However, writing customer service emails is not as straightforward as it appears. About the Author.

Customer Service 52

Customer Service Best practices Customer retention Consulting 52