Nicereply

JUNE 21, 2021

Staying positive under pressure is a skill that takes a lot of practice. Maintaining the same customer-facing tone, helpful attitude, and all other customer service best practices can be incredibly difficult when ticket loads spike or some mass failure event occurs.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Influitive

APRIL 6, 2017

This is the sixth post in a series about launching a customer advocacy program. The third post focused on best practices for communicating with advocates. In the fourth post, we looked at best practices for. In the first post in the series, we looked at building a team.

Customer advocacy 40

Customer advocacy Best practices B2B Marketing 40

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. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Jessica Jurmann , Director of Customer Success, G2. Watch the session: Customer Advocacy as a Growth Engine.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. Why Customer Engagement matters: [link].

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. Why Customer Engagement matters: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. Why Customer Engagement matters: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

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. We haven’t applied different surveys to different customer segments and we haven’t used the surveys for any other parts of the business.

Surveys 87

Surveys Customer advocacy Sales Feedback 87

Influitive

MAY 12, 2016

In this free eBook, we’ll share how your advocates can give your account-based marketing strategy an extra boost and explain why these two customer-centric marketing strategies work better together. The five-part Playbook is a detailed “how-to” guide based on proven best practices. Create your dream ABM program!

Accountability 61

Accountability Marketing B2B Customer advocacy 61

AskNicely

OCTOBER 1, 2018

How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. You are ready to go from customer conscious to customer powered.

APIs 60

APIs Surveys Best practices CRM 60

Education Services Group

AUGUST 25, 2023

Business leaders tend to think they’re above the fray, that they have no time for the frivolous, and that only they have access to a rarified and brainier atmosphere where Ayn Rand’s thoughts still predominate and where crassness and course behavior cease to exist. But we know better. So, let’s go. Instead of girl math, how about bro math ?

SaaS 52

SaaS Sales Journey mapping Feedback 52

Totango

OCTOBER 29, 2019

And the best CS teams main priorities include : Product adoption. Customer advocacy. Customer support. Not only will your CS team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. Onboarding. Churn Reduction.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

InGenius

DECEMBER 19, 2019

From the small moments to the landmark events, the thread that joined them all was our clear and unwavering focus on helping our customers do more, coupled with a commitment to innovation and transformation to lay the groundwork for future success. ComSci led the way on best practices sharing for going beyond cost transparency.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Influitive

OCTOBER 11, 2015

In this stage, buyers have made the commitment to invest in your solution and are looking for advice from current customers and product experts to get the most from their investment. Try crowdsourcing tips and suggestions from your advocates to create a best practices user’s guide to share with your new customers.

B2B 111

B2B Marketing Best practices Feedback 111

Amity

JUNE 28, 2017

The good news is that drawing on the experience from other maturity models, we identified a few best practices. These are the customers you love – and they love you! Most recently, Boaz found and led the Customer Success team at Mashery (acquired by Intel). Additional Thoughts and Suggestions.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

Education Services Group

JULY 11, 2022

The CS industry (we know CS is Customer Success already, yes?) We could do it via online poll or at one of the many back-in-person industry events coming up later this summer and into the fall. can get together and pick their favorite choice for what CSP really stands for. It sounds like fun!

Personalization 52

Personalization Sales Technology Best practices 52

SmartKarrot

NOVEMBER 18, 2020

Collaborating with the sales, partnerships, and marketing team to develop a regular stream of multi-channel engagement programs to drive product adoption, retention, and customer advocacy. Apply here: [link] Role: Director of Customer Success (US West) Location: San Francisco, CA, US Organization: Smartly.io

Customer advocacy 10

Customer advocacy Best practices Finance Enterprise 10

ChurnZero

DECEMBER 20, 2019

Greater collaboration between C S and Sales will result in “pods” of sales, C SMs , Consultants and Product Managers driving the expansion of target customers. Data and sentiment will help these “pods” identify advocates and quantify the benefit of greater customer advocacy. Customer Success Resource.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Influitive

APRIL 27, 2018

On Valentine’s Day this year, Nicole Dingley, Director of Customer Success at Wiley—a publishing and education technology company—gave each of her customers a gift card and asked them what it is that they love most about the company and product.

Education 68

Education Technology Best practices Customer advocacy 68

SmartKarrot

JANUARY 5, 2021

Rick has authored the book named “ Practical Customer Success Management: A best practice framework for managers and professionals ” which is an amazing collection of practical advice and assistance for Customer Success professionals at all levels. Peter Armaly. Jay Nathan. Irit Eizips. Ari Hoffman.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

JANUARY 8, 2021

In his new role at Hubb, Phillip will manage driving customer retention and engagement, overseeing profitable client expansion and growth, and developing strategic partnerships and alliances to support the event management ecosystem. Nate Burnes, (First) Vice President of Customer Success, Centage Corporation.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Influitive

MAY 19, 2016

“Their work is cyclical and driven by unmovable deadlines, which may impact the time and the way they interact with an advocate marketing program,” says Lisbeth Hansen , Director, Customer Advocacy at Demand Spring. Keeping your requests clear and simple is the best way to pique their interest. Addressing their concerns.

Finance 40

Finance Customer advocacy Education Marketing 40

SmartKarrot

DECEMBER 3, 2020

Having a proper workflow will reduce time and show customers you care about their purchases and goals. Attend an event tailored for the community. Events and conferences are great opportunities to learn and network. You can become closer to experts in your field, learn amazing tips, best practices, and grow mutually.

Management 10

Management Customer centricity Journey mapping SaaS 10

CustomerSuccessBox

NOVEMBER 24, 2021

Retaining customers Improving your brand’s reputation Customer Advocacy Competitive advantage Converting potential customers into real customers. These reasons give a glimpse of why creating and proving customer value is extremely important. Anticipate customer needs. Be proactive.

Upselling 52

Upselling Feedback Customer advocacy B2B 52