Totango

NOVEMBER 21, 2019

Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . How to Track Customer Satisfaction with NPS . If you discover customers who have low NPSs, don’t despair.

Best practices 91

Best practices Metrics Education Customer advocacy 91

ShepHyken

FEBRUARY 25, 2024

How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown (CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. Customer advocacy becomes your best friend. There are ways around this!

Customer Service 155

Customer Service Customer advocacy Average Handle Time Customer centricity 155

Totango

DECEMBER 3, 2019

They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and an understanding of how to prevent churn, they search for ways to grow customer lifetime value. Responding to customer concerns and coordinating support. Share Customer Data Across Teams.

Best practices 71

Best practices Management Customer advocacy Enterprise 71

ClientSuccess

JUNE 24, 2019

ClientSuccess is excited to host Andrew Stapleton , VP of Customer Success at G2Crowd , for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Webinar: How to Gather and Use Reviews for Customer Advocacy. Best practices for gathering reviews.

Customer advocacy 40

Customer advocacy B2B SaaS Best practices 40

ShepHyken

FEBRUARY 6, 2017

11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. JitBit) In this post, we’ll be discussing the importance of customer advocacy and why you must get on board, or else risk weakening the bedrock of your business. My Comment: Customer advocacy is powerful.

Customer advocacy 211

Customer advocacy Brand ambassadors Customer Service Best practices 211

ShepHyken

FEBRUARY 21, 2017

Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. Top Takeaways: The best expression of customer loyalty is customer advocacy.

Customer advocacy 217

Customer advocacy Customer centricity Best practices Sales 217

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. How has it helped you? ”. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

CustomerSuccessBox

MAY 9, 2022

The third component is a set of KPIs that monitor the performance of their own teams since most heads of CS also have functional responsibility for post-sales customer-facing functions. Advocacy: Customers that are willing to tell others about their positive experience with your product or service are the most valued.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Taylor Reach Group

FEBRUARY 22, 2019

Depending on the severity of the failure, delivery may be anywhere on a priority continuum from; ‘Give the customer the remediation steps when they experience the failure.’. 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

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. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. eBook: Customer Success Best Practices from 20+ Executives.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

CustomerSuccessBox

SEPTEMBER 20, 2021

He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. For over a decade now, he has helped hundreds of companies accelerate growth by optimizing the Customer Lifecycle. Top reads: Managing Customer Success to Reduce Churn.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Amity

DECEMBER 21, 2017

6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. How to Nail a Customer Meeting (Before, During, and After). How to Get a Hold of Your MIA Customers. by guest writer Kristen Hayer.

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107

Totango

DECEMBER 6, 2021

A positive post-sale experience encourages customers to expand their use of a brand’s products, renew their subscriptions and become loyal brand advocates, referring new customers who will soon become loyal advocates as well. Automated workflows can then be set up to implement best practices that promote desired outcomes.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

Eptica

AUGUST 2, 2017

Date: Wednesday, August 9, 2017 How to build a business case for a CX technology project. Author: Neil Titcomb Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. You might also be interested in these posts: Transforming customer experience in local authorities.

Technology 48

Technology Benchmark Customer advocacy Best practices 48

ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. But did you know sentiment management can also be a customer marketing focus? eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

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. eBook: 5 Ways to Surprise & Delight Your Customers.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

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 22, 2019

To retain customers long-term , you’re going to need a clear strategy. Here are some ways to create a customer journey strategy that will help you foster lasting customer relationships. How to Make a Customer Success Strategy that Demonstrates the Value of Your Product. Currently onboarding customers .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

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

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

ChurnZero

MAY 12, 2020

Value Realized caters to individual contributors, managers, directors and leadership in the field by providing thoughtful insight and context on how professionals deliver more value to their customers. Notable Episode: Episode 10 – Successful Change Management in Customer Success. . Customer Success Around the Web.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

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

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. About CSM Practice.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

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

inSided

SEPTEMBER 22, 2022

Well, in times like these, those emails get deprioritized (even ignored) because teams are tasked with working with what they already have or CFOs can’t see how the request generates future revenues. Additionally, if you have segmented your base and / or are using a pooled CSM model, this is a best practice for any customer.

Education 59

Education SaaS Accountability Best practices 59

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. Staying Positive in Crisis Mode.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

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. About CSM Practice.

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. About CSM Practice.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CustomerSuccessBox

MAY 31, 2021

With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need? And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management.

Management 52

Management SaaS Customer advocacy Accountability 52

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. List your capabilities, show how you use those capabilities by customer segment, and what you expect the results to be. Watch the session: How to Capitalize on the C-Suite’s Attention on Customer Success.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

InGenius

APRIL 20, 2018

For more information on how to participate in the community, check out this blog post. Jorie plays an important role here at InGenius as a Customer Relationship Manager and we're so pleased to share her words of wisdom on customer success. CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius.

Management 63

Management Customer advocacy Best practices Personalization 63

Influitive

JULY 13, 2018

Looking to work your way into tough-to-crack ABM target accounts? Let me tell you something. No volume of banner ads, emails, LinkedIn messages, or cold calls will establish the trust you need to start those conversations. Your prospects crave relevancy and authenticity, and they will ignore any messages that don’t speak to them. They want.

Accountability 75

Accountability Best practices Customer advocacy B2B 75

Influitive

MAY 12, 2016

In this blog, we’ll outline how advocate marketing can improve your ABM strategy and how you can start using these complementary strategies together ASAP. Learn how to make your account-based marketing more effective with advocacy. The five-part Playbook is a detailed “how-to” guide based on proven best practices.

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

SmartKarrot

NOVEMBER 15, 2021

Work closely with cross-organizational teams to prioritize customer-requested features to yield the greatest ROI. Champion customer messaging strategy to drive customer education and influence customer behaviors. Ensure customer success team is adhering to customer engagement best practices.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

SmartKarrot

NOVEMBER 24, 2022

Provide monthly agency insights on the development of best practices and processes to promote alignment, collaboration, and accountability for successful client relationships. Grow footprint by expanding current workloads and developing customer advocacy. Apply here: [link].

Customer advocacy 19

Customer advocacy Upselling Accountability Best practices 19

SmartKarrot

OCTOBER 19, 2022

Educate the clients’ workforce and hold webinars to ensure everyone knows how to use the Workplace application. Maximize customer retention by providing excellent customer service, product knowledge and sharing best practice.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19