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

SmartKarrot

JANUARY 12, 2021

With increasing competition, they have to focus on becoming customer-centric to sustain in their niche. Hence, a few trends and best practices are worth following for such companies. Customer success best practices in healthcare. 1 Build user-friendly products. in platforms like LinkedIn or Twitter.

Healthcare 10

Healthcare Best practices SaaS Customer centricity 10

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. Bonus: repeat customers usually spend more, further demonstrating the value of retention.

Customer retention 87

Customer retention Management Enterprise Best practices 87

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. Leverage these technologies to improve your customer success management and promote repeat business.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. Bonus: repeat customers usually spend more, further demonstrating the value of retention.

Customer retention 85

Customer retention Management Enterprise Best practices 85

ClientSuccess

OCTOBER 8, 2018

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Learn the one question backed by research and data that will help your customers stay and grow.

Customer centricity 40

Customer centricity SaaS Best practices Consulting 40

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer centricity 73

Customer centricity Metrics Enterprise Feedback 73

aircall

OCTOBER 11, 2022

In sales teams, being uninterruptible should be restricted to time alloted for repetitive admin like logging activity in your CRM or high-value actions like sales calls and product demos. Aircall: Call efficiency for productive, customer-centric teams. Calendar appointment booking tools: for automating demo Requests.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

Eptica

AUGUST 7, 2019

This supports a more customer-centric business and enables more informed decision making that is based on real data, rather than hunches and guesswork. If they then drill down into verbatim customer conversations they can uncover the issue behind the fall, and thus take informed actions to counteract any problems.

Best practices 66

Best practices Feedback Metrics Customer centricity 66

Hodusoft

FEBRUARY 29, 2024

Investing in advanced training programs is crucial to ensure that your call center agents stay abreast of the latest industry trends, technologies, and customer service best practices. Prioritize Proactive Customer Engagement Move beyond reactive support and prioritize proactive customer engagement.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Totango

MAY 21, 2019

In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. In that way, escalations can actually help you form a deeper bond with your customers. 4: Poor Customer Engagement.

Customer centricity 86

Customer centricity Education Upselling Advertising 86

Totango

FEBRUARY 22, 2021

This new focus on the customer shined a light on the gaping holes many companies had in their customer success strategies, and they began to seek out a solution that could help them integrate customer-centric practices throughout their operations.

Analytics 62

Analytics Customer centricity Best practices Enterprise 62

NICE inContact

MAY 8, 2019

This might sound simple, but many customer-centric organisations could benefit from adopting industry-leading technology that enables analysing key metrics, such as first response rate, resolution times, customer satisfaction by channel, and more. It’s what customers want — and the best form of promotion you can get.

Advertising 63

Advertising Cloud contact Customer centricity Customer retention 63

Hello Customer

APRIL 5, 2023

As a best practice, we suggest starting with one touchpoint so you can build a use case and expand to other touchpoints over time. The more insight you can get from different key customer interactions, the more obstacles you will spot, and the more friction you’ll be able to resolve.

Customer Experience 52

Customer Experience Journey mapping Metrics Feedback 52

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. The growth opportunities that exist for the future of live chat. Wait Time: 35 Seconds.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

Totango

AUGUST 27, 2019

This software also helps to streamline communication between internal teams, provides tracking for business goals, and makes it possible to create actionable best practices for your CSMs. Raise CLV Using Customer Success Software. Start strengthening customer loyalty and lowering acquisition costs now.

Upselling 61

Upselling Education Best practices Customer centricity 61

ClientSuccess

OCTOBER 19, 2017

What Makes the SoapBox Customer Success Team So Special? What makes them so special is that they’re caring for each other and their customers. This translates into a great customer-centric culture, where each team member is happy and looks forward to helping in any manner they can. Identify a best practice or innovation.

Best practices 41

Best practices Customer centricity SaaS Metrics 41

Totango

JANUARY 10, 2019

What the Perfect Customer Engagement Platform Looks Like. Since your enterprise runs in a digital world that centers around customers, you need a platform that can help you adopt and operationalize customer centricity across every level of your organization. Does this sound like a tall order? Image courtesy shutter2u.

Enterprise 63

Enterprise SaaS CRM Upselling 63

ClientSuccess

APRIL 25, 2017

Making decisions such as this, no matter how difficult they may seem, will pave the way for even more customer-centric strategies. Experiencing brand interactions from a customer’s point of view can also serve as a wake up call to processes or procedures that are tedious or add no real value for the customer.

Journey mapping 40

Journey mapping Customer centricity Best practices Metrics 40

Totango

MAY 15, 2019

Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them. This way, every customer interaction is informed by as much personal information as possible. Why a Customer-Centric Culture Matters.

Customer centricity 88

Customer centricity Enterprise Best practices Metrics 88

Totango

OCTOBER 29, 2019

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Support your team by focusing on building a customer-centric culture , and you’ll soon see improvements in your customer’s success, growth, and retention rates. .

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Totango

JUNE 18, 2019

And to do that, your enterprise must be able to gather data from every customer interaction and draw conclusions to make smarter onboarding decisions. Customer-centric onboarding starts with realizing that your business’s success and your customers’ success are really one and the same. How to Onboard New Clients.

Education 65

Education Upselling Customer centricity Feedback 65

ClientSuccess

MARCH 28, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Sara Masson , Senior Customer Success Manager. I’m constantly hearing from Customer Success Leaders who spend half of their time (or more!) Company : Loopio.

Management 41

Management Best practices Customer centricity SaaS 41

ClientSuccess

NOVEMBER 15, 2017

For larger companies or those in more mature marketplaces, creating a seamless customer experience relies heavily on eliminating manual processes and procedures. How Is Your Organization Handling Customer Lifecycle Management? Customer Success as a Culture: Customer Success Leaders Edition. Blog Posts.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer centricity 84

Customer centricity Enterprise Metrics Personalization 84

Totango

JUNE 25, 2019

That knowledge is essential to creating a customer-centered enterprise that can generate ongoing value for customers. The digitization of business has created a customer-centric economy dominated by subscription services and SaaS enterprises. Request a demo or explore Spark to better understand your customers.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

SmartKarrot

MARCH 11, 2024

Reviewing previous notes is a best practice, avoiding redundant questions and demonstrating a commitment to understanding the client’s needs. Best practices involve having notes readily available, practicing active listening, and adapting your agenda based on customer responses.

Upselling 8

Upselling Best practices Accountability Customer centricity 8

NICE inContact

AUGUST 25, 2016

Enterprises often start with a departmental instance of SpiceCSM and adopt an iterative approach to process design and automation, uncovering additional opportunities across their customer-centric enterprise. Bridge Silos of Customer Engagement, or Risk Killing Your Customer Experience , Gene Phifer, August 3, 2016.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

SmartKarrot

JULY 7, 2021

Work with CS and Sales VPs to continuously improve the customer journey and develop the tools and templates to ensure the CSM team employs best practices. Model world-class customer care and be an advocate for the voice of the customer in product testing and design.

Enterprise 10

Enterprise Engineering Best practices Accountability 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. How to best segment your customers comes down to your product and usage characteristics.

Best practices 72

Best practices Accountability Upselling SaaS 72

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Netomi

FEBRUARY 21, 2024

They offer a seamless blend of efficiency, personalization, and convenience, critical in today’s fast-paced and customer-centric world. This process often requires customization and careful planning to ensure seamless operation. Book a demo today and see first hand what Netomi can do for you.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer centricity 48

Customer centricity Enterprise Metrics Personalization 48

SmartKarrot

MARCH 24, 2022

The entire team needs to gain the customers’ trust – so product mastery is necessary. They must learn to read data, create customer value maps, and adopt customer-centric orientation practices. Provide training about how to write success stories and communicate with the customer. Conclusion.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

SmartKarrot

SEPTEMBER 25, 2020

This way, you would always have a better visibility on your customer’s health. And unwanted incidents, like customer churn, can be prevented way before they take place. In short, this is how you build and scale your customer success team: Impart customer-centric culture. Structure your customer success department.

Customer retention 13

Customer retention Customer centricity Metrics Best practices 13

SmartKarrot

JUNE 11, 2021

Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. The course is led by trainers who have 60+ years of combined experience in the customer success space. For course details, click here.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

NOVEMBER 3, 2020

Being customer-centric has become more than necessary for modern companies to sustain in this competitive world. Customers need to be treated with utmost care right from the beginning of their relationship. The quality of service they give to the customer depends on how well a CSM is able to manage and direct the team.

Management 10

Management Customer centricity SaaS Metrics 10