TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). CXM has completely revolutionized how brands engage with their customers. Table of Contents What is Unified Customer Experience Management? billion in 2023 to $52.54

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

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. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 92

Management Upselling Coaching Best practices 92

PeopleMetrics

DECEMBER 7, 2015

So what are some practical considerations for “retraining” your customers? Outline a customer-centric progression. Your current customers have developed expectations and behaviors over time. If you want to change them, then start with a common tenet of customer centricity: define your customer segments.

Best practices 67

Best practices Customer Experience Customer centricity Customer retention 67

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations.

Chief Customer Officer 124

Chief Customer Officer Customer centricity Education Best practices 124

PeopleMetrics

MAY 30, 2015

In customer experience management , those challenges can threaten how we relate to customers as people. However, when we approach data in aggregate, and consider customers as a singular entity, it’s possible to forget the individual emotions and histories that drive customer actions.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

Global Response

MARCH 13, 2024

Omnichannel support: CX outsourcing companies provide integrated support across digital and traditional channels, ensuring a consistent and cohesive customer experience. Customer retention and loyalty programs : Outsourcing providers design and manage customer retention strategies to increase customer loyalty and reduce churn.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Totango

FEBRUARY 11, 2022

Relationships with B2B customers tend to be more challenging to manage successfully due to complex requirements, a greater number of stakeholders, and organizational interdependencies. Why Take B2B Customer Experience Seriously? Deliver Satisfying B2B Customer Experience to Increase Customer Retention.

B2B 109

B2B Customer Experience B2C SaaS 109

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

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Profitability wasn’t a focus or concern.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Totango

SEPTEMBER 13, 2022

We’ll show you how to create a customer success playbook customized for your business. What Is a Customer Success Playbook? Track metrics measuring customer success. Automate best practices that promote better customer experiences. Optimize customer onboarding.

SaaS 88

SaaS Upselling Best practices Customer retention 88

Peter Lavers

FEBRUARY 27, 2018

This often-underlooked type of customer service training focuses on teachable skills like negotiation and psychology and is one of the best tools for increasing your company’s customer retention. It’s not enough for support reps to say nice things to customers. That’s where coaching comes in.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

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

CSM Practice

DECEMBER 19, 2021

A CS tech stack that is not customer-centric loses usability gradually. A stack of well-integrated software is developed to guide customers to success. Best practices for building a CS tech stack. Best practices for building a CS tech stack. You have a large number of customers. Onboarding.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Champion a customer-centric culture throughout the company.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

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. AI supports customer success management by helping you align trends in your customer data with outcomes desired by your customers.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” What Does a Great Customer Success Strategy Look Like?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. Increasing customer loyalty. Feedback will reveal what customers want and how you can improve your products or services. It is valuable for short-term and long-term feedback strategies.

Feedback 94

Feedback Best practices Analytics Surveys 94

TechSee

APRIL 16, 2019

What Matters Most to Contact Center Managers. Contact center managers need clear strategies to create efficient, productive and effective teams. Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. Too many customers for current headcount. Best practices. What Is the Renewal Process for Customer Success? Renewal Manager.

SaaS 98

SaaS Customer centricity Accountability Education 98

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Support 90

Customer Support Education Customer retention Feedback 90

ChurnZero

JUNE 14, 2023

For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” When choosing your platform, think beyond your customer success team.

Finance 52

Finance Surveys Sales Customer centricity 52

Education Services Group

OCTOBER 15, 2020

Chae Stewart, Digital Customer Success Manager. There was even a debate session, which managed to be both hilarious and informative. Jennifer Kolle, Customer Success Manager. Jiho Han, Business Development Manager. Madeline Evans, Digital Customer Success Manager.

Best practices 105

Best practices industry standards Customer centricity Sales 105

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

Totango

OCTOBER 25, 2022

Customer success occurs when your clients achieve the goals they hoped to attain when they purchased your product. Customer success teams are members of your organization tasked with making this happen through automated and manual CS management strategies. What Is Customer Success Team Structure? Build Customer Loyalty.

Best practices 95

Best practices Chief Customer Officer Customer centricity Sales 95

Totango

AUGUST 18, 2022

In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. The term is borrowed from human resources management. By extension, the term is used in SaaS to describe the steps in orienting a new customer on how to start using your software product.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

Totango

AUGUST 28, 2020

Set up an early warning system that will identify red flags, such as inactivity or too many support tickets, and automatically notify Customer Success Managers and provide proactive next steps for them to take. Optimizing your customer onboarding may not be your only priority, but it should definitely be high on your list.

SaaS 71

SaaS Enterprise Customer centricity Best practices 71

NobelBiz

JUNE 19, 2023

. – Brad Butler, Contact Center Software Consultant @ NobelBiz Mastering the Art of Real-Time Monitoring as a Call Center Supervisor Real-time monitoring is an art that, once mastered, opens a new dimension of customer service management. It enables managers to take swift actions for process optimization.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. These groupings, referred to as “Topics”, can be managed and edited by your organization.

Surveys 83

Surveys Feedback Banking Best practices 83

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Market research & trends, best practices, tech.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. How is CSAT Measured?

Metrics 59

Metrics Surveys Analytics Feedback 59

ProProfs Blog

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

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

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 Centricity.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48