ShepHyken

FEBRUARY 21, 2017

But Bell asserts that the best expression of customer loyalty is customer advocacy. In other words, the customer talks about you, tells stories about you, and tweets about you. In essence, the customer becomes an extension of your sales and marketing staff.

Customer advocacy 215

Customer advocacy Customer centricity Best practices Sales 215

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. Let’s get started!

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

Talkdesk

APRIL 13, 2021

We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. PPT Solutions is a premier provider of client-centric, performance-based customer experience, and contact center solutions and one of Talkdesk’s most strategic partners. Boost business growth.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

Taylor Reach Group

FEBRUARY 22, 2019

Fixed means the failure is designed out of the product, out of the customer experience (CX), while remedied may mean the failure is still in the product but there is a workaround. Here are three examples from the industry; 1) The smartphone applet community is a great example of best-practice; low CES with transparent delivery.

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

Customer Experience 45

Customer Experience Management Customer advocacy Best practices 45

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

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. You can learn more ways to set up winning customer marketing strategies in your organization with our first three entries in this series: Customer Advocacy.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. Emilia D’Anzica is a strategic management consultant and founder of Customer Growth Advisors.

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

CustomerSuccessBox

SEPTEMBER 20, 2021

Role of Customer Success Manager in a SaaS Company. 10 Customer Success KPIs. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Totango

DECEMBER 6, 2021

Older approaches viewed the customer journey from the perspective of the seller, visualizing the customer experience as a linear progression toward sales conversion using the image of a funnel channeling prospects toward sales. Automated workflows can then be set up to implement best practices that promote desired outcomes.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

ClientSuccess

DECEMBER 5, 2022

Have a high-level executive such as the CEO directly invite customers to join your CAB, and outline all expectations, travel requirements and input needed. Even in the beginning stages of a business, it’s important to create an early customer advocacy CAB. When to Form Your First CAB.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

GetFeedback

JANUARY 15, 2020

Customer experience (CX) is an ever-evolving industry with unexpected twists and turns. Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . Yes, Customer experience is not just the service part — the place, the product, and much more.

Customer advocacy 60

Customer advocacy Self service Coaching Feedback 60

AskNicely

SEPTEMBER 25, 2018

While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program. Even worse, companies that lack high-level support for NPS tend to experience both higher customer turnover and significantly lower revenue growth.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

Mindtouch

MARCH 14, 2017

.” Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud. Without the proper internal structure geared towards helping your customers succeed, you will find high churn that results in lower retention rates, poor customer advocacy, and your competitors stealing your base out from underneath you.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

NICE inContact

OCTOBER 5, 2017

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. Customer Experience Measures –. Net Promoter Score (NPS).

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. Customer Experience Measures –. Net Promoter Score (NPS).

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

NICE inContact

OCTOBER 5, 2017

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. Customer Experience Measures –. Net Promoter Score (NPS).

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

NICE inContact

OCTOBER 12, 2017

First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate.

Customer Experience 48

Customer Experience Customer advocacy Metrics Contact Center 48

NICE inContact

OCTOBER 12, 2017

First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate.

Customer Experience 48

Customer Experience Customer advocacy Metrics Contact Center 48

CustomerSuccessBox

MARCH 17, 2022

A playbook is a set of actions, next moves, and strategic things that Customer Success Managers (CSMs) can use to assist clients in achieving a scalable goal or aim. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. You can watch him speak at Customer Advocacy conferences.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CustomerSuccessBox

MAY 9, 2022

While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Customer Service is a difficult job. Many customer-facing roles deal with high-pressure situations, emotional customers, negativity and insults, delivering bad news, and many other draining activities.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Totango

OCTOBER 22, 2019

Always providing an excellent customer experience. Help customers fully adopt the product and make sure the promised value is being delivered. Segment the following customers: New customers pending onboarding. Currently onboarding customers . Best practices: . Repeat customer escalations.

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. You find these customers by tracking customer data. . So, how do you spot your potential advocates? Spot the Potential Advocate.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. Q: Graham, how did you find yourself working in the customer experience space? . I didn’t intend to be in the CX industry.

Surveys 87

Surveys Customer advocacy Sales Feedback 87

Nicereply

MAY 22, 2023

The experience of your team can make the process of developing guidelines easier, so be patient and allow your team to collect the most common questions from your customers. Don’t hesitate to use templates and best practices from the professionals of the industry.

Complaint resolution 52

Complaint resolution Customer Support Feedback Surveys 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

SmartKarrot

NOVEMBER 22, 2022

Consistently meet targets for customer satisfaction, issue resolution, cross/up-sell, and the economics of customer care organization. You will partner with leadership across sales, ops and account management to ensure governance and standard best practices are not only in place but followed. and Customer Advocacy.

Best practices 19

Best practices Customer advocacy Government Upselling 19

Eptica

AUGUST 2, 2017

Author: Neil Titcomb Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. Equally, some benefits are indirect i.e. they directly benefit the customer which in turn produces an indirect benefit to the organization – such as increased loyalty or customer advocacy.

Technology 48

Technology Benchmark Customer advocacy Best practices 48

InGenius

APRIL 20, 2018

CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From: Jorie Basque , Customer Relationship Manager. Location: Ottawa, Canada.

Management 63

Management Customer advocacy Best practices Personalization 63

Education Services Group

JUNE 12, 2023

Not everyone does it exactly like this, but we’ve seen many a customer journey map in all our years helping businesses build them. While there is no universally accepted, one-size-fits-all model for the journey, we’ve divided it into the five stages that broadly fit CS best practices the most.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

SmartKarrot

SEPTEMBER 7, 2022

Establish executive-level customer relationships with the most strategic customers. Inspire and drive a company-wide culture of Customer Success, creating a strong culture that fosters customer advocacy. Ensuring best practices across clients in line with agreed processes. Apply here: [link].

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19