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

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. 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. .

Best practices 64

Best practices Customer centricity Enterprise Finance 64

Hodusoft

JULY 19, 2023

Best practices for using inbound call center software Future of inbound call center software What is Inbound Call Center Software? Inbound call center software refers to a suite of tools and technologies used to manage and handle incoming customer calls within a contact center environment.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

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 87

Enterprise Customer Experience Best practices Customer centricity 87

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. KPIs to Share With Executives.

Customer centricity 72

Customer centricity Metrics Enterprise Feedback 72

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. 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. .

Best practices 48

Best practices Customer centricity Enterprise Finance 48

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? Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success. Optimize customer onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Totango

AUGUST 15, 2019

Doing so gives you a detailed picture of how customers use your product and interact with your team, making it easier to identify opportunities to enhance the customer experience and improve your product or service. . Here’s how to use customer data to deliver a better customer experience. Now, what do you do with it?

Best practices 80

Best practices Customer centricity Metrics Enterprise 80

Totango

JULY 23, 2019

This is where the proverbial rubber meets the roads and the customer begins to use the product independently. During this phase, customer success teams carefully monitor customer metrics to make sure the product is being used often and effectively. Despite the most eagle-eyed customer management, things could go wrong.

Upselling 89

Upselling Customer centricity Enterprise Education 89

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

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. And it will help your company stay agile amidst changing customer needs. Personalize the Questions You Ask Customers expect to receive personalized attention.

Feedback 94

Feedback Best practices Analytics Surveys 94

Eptica

AUGUST 7, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI Gaining real value from your Voice of the Customer (VoC) program requires not just collecting insight, but ensuring that all relevant teams across the business have access to this intelligence, and can then act on it. This is not always easy with traditional VoC approaches.

Best practices 66

Best practices Feedback Metrics Customer centricity 66

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 48

Enterprise Customer Experience Best practices Customer centricity 48

Hodusoft

FEBRUARY 29, 2024

High Call Volume In call centers, call volume is a metric used to measure the number of inbound calls in a specific period. 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.

Call Center 52

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

Totango

JULY 23, 2019

This is where the proverbial rubber meets the roads and the customer begins to use the product independently. During this phase, customer success teams carefully monitor customer metrics to make sure the product is being used often and effectively. Despite the most eagle-eyed customer management, things could go wrong.

Upselling 63

Upselling Customer centricity Enterprise Education 63

SmartKarrot

NOVEMBER 25, 2020

Even having the right training and education on using CS metrics and tools can benefit you in ways. While implementing something into a brand-new subject like customer success practice in a non-SaaS industry, you must be aware of your target, wants, and expectations. Practice active listening and hear them out completely.

Best practices 10

Best practices SaaS Benchmark Metrics 10

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. To prevent this, show customers the value of their investment, beginning with onboarding and throughout the adoption phase.

Customer centricity 86

Customer centricity Education Upselling Advertising 86

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

NobelBiz

JULY 25, 2023

Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers. Join us as we navigate the landscape of Customer Interaction Analytics and its significant impact on customer-centric approaches in today’s business world.

Analytics 98

Analytics Call Center Scripts Contact center software 98

NobelBiz

FEBRUARY 27, 2023

The second is an advanced technological solution to effectively manage customer interactions, streamline processes, and enable data-driven decision making. And finally, metrics, which constitute the cornerstone for every decision, and a key element to be able to analyze, track, and measure success.

Contact Center 52

Contact Center Self service Metrics Wait times 52

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

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. This metric provides at-a-glance insight into a customer’s likelihood to renew.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

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. CSAT is more difficult to target than other live chat benchmark metrics. Unified console.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. What Is Customer Lifecycle Management? Eliminating Manual Processes and Procedures Is Key.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Remember to keep it focused on key metrics.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

ClientSuccess

OCTOBER 16, 2017

Having a portfolio of satisfied customers who are content with their service and are ready to engage and communicate with a brand is a literal dream of any B2B organization. Organizations who are looking to become truly customer-centric must instil a sense of cohesiveness between customer sentiment and organization sentiment.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41

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

ClientSuccess

APRIL 25, 2017

Customer journey maps help organizations understand who exactly is responsible for particular customer interactions and can help departments determine which customer success metrics are most pertinent to track. View a high rez version of the customer journey map. Walk in Your Customer’s Shoes.

Journey mapping 40

Journey mapping Customer centricity Best practices Metrics 40

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

SmartKarrot

APRIL 15, 2022

It presents the readers with a fresh perspective on customer relations and also throws light on failproof strategies for long-term customer value. The book shares some best practices from world leaders from different industries. This book helps CRMs solve complex customer relations concerns. Conclusion.

Customer retention 19

Customer retention CRM SaaS Customer centricity 19

SmartKarrot

DECEMBER 3, 2020

Here are 10 New Year’s resolutions for customer success managers in 2021. Create a customer-centric culture. Customer success needs to have a centric company approach. It is important for customer success managers to make sure that customer success goals are in line with the overall goals of the company.

Management 10

Management Customer centricity Journey mapping SaaS 10

SmartKarrot

SEPTEMBER 25, 2020

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. Use metrics. Improve business processes through customer feedback.

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

SmartKarrot

APRIL 18, 2023

.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. Customer Satisfaction (CSAT) : This measures customers’ satisfaction with the company’s products or services.

Upselling 10

Upselling Best practices CRM SaaS 10

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

SmartKarrot

OCTOBER 27, 2020

Although the roadmap is quite aligned with the customer journey, it shows the set of actions and your planning for each stage. Before beginning to create a roadmap, or as a first step, you must assess your company’s potential towards customer experience. Choosing the right metrics. Understanding customer goals.

Journey mapping 10

Journey mapping Chief Customer Officer Metrics Customer centricity 10