Totango

DECEMBER 16, 2020

Out-of-the-box templates automate the process of defining measurable customer goals, establishing key performance indicators, promoting best practices and tracking performance. This helps you optimize the experience of each individual customer based on their current progress in their journey.

Journey mapping 72

Journey mapping Best practices Accountability Big data 72

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. The Customer Success Buzz at CCO. Organizations are finally recognizing they cannot afford to ignore their most important asset—their customer.

Chief Customer Officer 55

Chief Customer Officer Customer centricity Best practices Customer retention 55

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. ChurnZero is proud to be a Gold sponsor of the event. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Education Services Group

OCTOBER 15, 2020

Chae Stewart, Digital Customer Success Manager. Attending the virtual BIG RYG event was easily a highlight of my year. So, I asked members of the ESG team to share what stood out to them. Conversations & Product Engagement Score. There was even a debate session, which managed to be both hilarious and informative.

Best practices 105

Best practices industry standards Customer centricity Sales 105

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

Taylor Reach Group

MAY 24, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. Learn from industry experts and your peers in almost 80 different sessions during this exciting event. Customer Contact – Europe: June 11-13, Dublin, Ireland.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Education Services Group

JULY 5, 2022

Some attendees undoubtedly left the event with a brain full of great pieces of advice to take back to their teams to implement ASAP, while others may have walked away with their minds spinning with more questions than answers ( we’ve all been there! Customer centricity needs to be a cross-departmental philosophy.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

Totango

JULY 21, 2020

Customer retention is the primary function of your Customer Success team, so now is the time to ensure your team has the tools and support they need to continue delivering value to your customers. The current downturn makes it vital that you work to defend your core revenue.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

Talkdesk

MAY 5, 2016

The Talkdesk team has been working hard day in and day out to make Opentalk an incredible event. We are hoping to mirror the ideal customer experience in our attendee experience for this event. We are hoping to mirror the ideal customer experience in our attendee experience for this event.

Customer centricity 40

Customer centricity Best practices Customer retention Marketing 40

Education Services Group

OCTOBER 22, 2020

However, the problem I faced back then, was that rather than trying to learn the customer’s goals, we identified the goals we thought they should have and then spent countless hours pushing them to get there. So taking a step back, we, as a collective Customer Success team opted to evaluate our existing process and re-work our thinking.

Customer centricity 52

Customer centricity Customer retention Enterprise Engineering 52

ChurnZero

APRIL 5, 2019

Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. With the event wrapped up, our participants left with great takeaways to share with their own C S teams. in your area!

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

Calabrio

JULY 5, 2016

Calabrio ONE customers have known this all along, and they know that having the right technology in place allows them to: Identify conversational flags. Agents learn techniques to help retain customers, such as redirection and answering questions with a question. Interactions may remain calm, yet still be classified as a negative.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

Fonolo

JANUARY 14, 2020

Top Pick: Creating a winning customer-centric marketing strategy. Bliss is a fitting last name for the Founder and CEO of CustomerBliss, which focuses on improving the lives of customers in any industry. Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Totango

MARCH 3, 2020

Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them.

Customer centricity 84

Customer centricity Best practices Enterprise Accountability 84

CSM Magazine

FEBRUARY 15, 2016

With so much riding on delivering an outstanding customer experience, retailers must now explore ways in which they can successfully enhance the customer buying journey. According to K3 CRM, being able to effectively utilize data stored in customer centric business systems, and using this to build loyalty is the key.

CRM 40

CRM Consulting Consulting Customer centricity 40

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

CSM Practice

DECEMBER 29, 2020

With us today we have Irit Eizips, a customer success thought leader whose mission is helping startups to fortune 100 enterprises, establish proactive and scalable customer retention and expansion selling strategy. I think that’s something that shows up to everyone. Diane Hansen: (17:20) And it’s absolutely both.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. Too many even.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

SmartKarrot

OCTOBER 2, 2023

High churn rates not only impact revenue but also harm your brand reputation and customer loyalty. By acknowledging the value of customer retention, you can prioritize churn reduction efforts and align your overall business goals. While Customer Success Is Not the Same as Customer Support, the Two Go Hand in Hand!

Upselling 10

Upselling Customer centricity Feedback Metrics 10

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. My Calendar: Integrate your Google or Office 365 calendar to sync your customer meetings. Request a demo here. .

Best practices 72

Best practices Accountability Upselling SaaS 72

CSM Practice

JULY 6, 2020

To sell customers, make sure your buyers have a real need for the product and add value to it. Customer success has always been about helping customers to achieve their goals. Now is the time to be even more customer-centric in order to match customer problems with innovative solutions precisely.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

To sell customers, make sure your buyers have a real need for the product and add value to it. Customer success has always been about helping customers to achieve their goals. Now is the time to be even more customer-centric in order to match customer problems with innovative solutions precisely.

SaaS 71

SaaS Upselling Accountability Sales 71

Talkdesk

MAY 25, 2016

The term “CSAT” is most often used in the context of a “CSAT score,” which describes a numerical measure of customer satisfaction. To measure CSAT, businesses directly ask the applicable customer base to rate their satisfaction of an event, product or service. What are some CSAT best practices? Click to Tweet.

Call Center 41

Call Center Surveys industry standards Benchmark 41

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

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. Jay Nathan. Andrew Michael.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

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. LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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. “We’re thrilled to have Phil on board because of his expertise as a customer advocate with over 15 years of experience in the event technology space.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Totango

NOVEMBER 19, 2019

ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. . How Customer Success Maximizes ROI. This means retaining and nurturing existing customers has become just as important as acquiring new ones.

Best practices 64

Best practices Customer centricity Enterprise Finance 64

SmartKarrot

AUGUST 5, 2022

In addition to explaining what an online automated customer playbook is in detail, this article will show you how to effectively put one into practice so that it serves both the goals of your customers who use your product or service and your anticipated business outcomes and teams. Definition of customer success playbook.

Scripts 10

Scripts Accountability Benchmark B2B 10

Totango

NOVEMBER 19, 2019

ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. . How Customer Success Maximizes ROI. This means retaining and nurturing existing customers has become just as important as acquiring new ones.

Best practices 48

Best practices Customer centricity Enterprise Finance 48

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Train Your Customers. Keep Customers Engaged. Or, get started with best practices for free today. Set Milestones.

SaaS 87

SaaS Upselling Enterprise Best practices 87

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation. This involves prioritizing customer needs and preferences.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

Totango

APRIL 20, 2020

Customer churn can occur at any point along the customer journey. The reasons behind a customer’s decision to leave may reach back farther than you might expect, and may involve a sequence of events rather than a single incident. Cutting-Edge Customer Churn Analysis.

Enterprise 78

Enterprise Customer centricity Feedback Best practices 78

Totango

JUNE 12, 2020

The #1 way to be sure of customers’ needs is to employ a customer-centric focus across your company. No longer solely the role of the CS team; customer-centricity belongs to everyone and requires collaboration across sales, executives, product groups, and marketing groups. . Zoe enables customer-centricity.

Customer centricity 62

Customer centricity Upselling Customer retention Accountability 62

Totango

JULY 9, 2019

To improve the customer experience, everyone within your organization must adopt a customer-centric approach. Because the customer experience is the cumulative result of the effort put forth by every team member. No single person can turn the customer experience around without an organization-wide effort. .

Enterprise 88

Enterprise Customer Experience Best practices Customer centricity 88

ClearAction

AUGUST 6, 2019

Customer insights from CRM and the Sales team inform the rest of Marketing about what customers want to know and learn about. In turn, processes are in place to make sure field events deliver this, tailored by customer persona. group that makes sure anybody interacting with customers (internal/partner/etc.)

Marketing 48

Marketing Journey mapping Customer centricity Best practices 48

CSM Practice

NOVEMBER 16, 2020

There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole. Little did they know that customer journey mapping gives you the framework to be more customer-centric, most especially for companies that embrace such methodology. Major Categories.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52