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

NOVEMBER 19, 2019

The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. How Customer Success Maximizes ROI. Drive Customer-Centricity.

Best practices 64

Best practices Customer centricity Enterprise Finance 64

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. Voice of Customer Best Practices Now that you have a framework for creating your own VoC template, here are five best practices to help keep in mind.

Feedback 94

Feedback Best practices Analytics Surveys 94

SmartKarrot

JUNE 14, 2021

Nothing irks a customer more than overpromises and under-delivery. And this works in personal relationships too. Your customers want you to be honest and transparent with them. Every business strives to be more customer-centric and create customers for life. Respect your Promises and Commitments.

Best practices 17

Best practices Feedback Sales B2B 17

Totango

DECEMBER 16, 2020

Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Optimizing customer experience with personalization. Reducing customer churn by detecting risk . Read on to learn how these important new trends in customer success can help you retain more customers.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

Totango

NOVEMBER 19, 2019

The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. How Customer Success Maximizes ROI. Drive Customer-Centricity.

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? For example, you can have a different playbook script for customers with low satisfaction scores versus those with high satisfaction scores. Track metrics measuring customer success.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Totango

JULY 23, 2019

Instead, you have to mold your enterprise and service to reflect the needs of the customer, demonstrating how the product can deliver continued value over time. The Customer Journey . Monitoring metrics such as product usage and license utilization equips the team with personalized data that informs future engagements. .

Upselling 89

Upselling Customer centricity Enterprise Education 89

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

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

JUNE 12, 2020

With everyone scrambling to retain customers while simultaneously strategizing ways to attract new business, it pays to know what your customers want. The #1 way to be sure of customers’ needs is to employ a customer-centric focus across your company. Shared insight delivers the needed customer context.

Customer centricity 62

Customer centricity Upselling Customer retention Accountability 62

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 72

Customer centricity Metrics Enterprise Feedback 72

Hodusoft

FEBRUARY 29, 2024

When your front-line staff is consistently inundated with calls, it can lead to burnout, increased handling times, and a decline in customer service quality. Overwhelmed staff may struggle to provide personalized attention, resulting in frustrated customers. Connect with HoduSoft Expert Now!

Call Center 52

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

Totango

JULY 23, 2019

Instead, you have to mold your enterprise and service to reflect the needs of the customer, demonstrating how the product can deliver continued value over time. The Customer Journey . Monitoring metrics such as product usage and license utilization equips the team with personalized data that informs future engagements. .

Upselling 63

Upselling Customer centricity Enterprise Education 63

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. AI chatbots allow for smart and capable automation of your most common customer queries.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

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

Totango

FEBRUARY 22, 2021

By definition, a game changer is a person or thing that dramatically changes the course, strategy, or character of something. At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!).

Analytics 62

Analytics Customer centricity Best practices Enterprise 62

REVE Chat Blog

NOVEMBER 21, 2019

No matter if you are a small business or a big enterprise, acquiring customers with lead generation ideas play a vital part of any business strategy. . Hubspot says, 74% of companies say converting leads into customers is their top priority. You can further convince your leads with the help of demos, free trial offers, etc.

Best practices 77

Best practices B2B Sales Chatbots 77

Totango

JULY 25, 2019

If you do it right, the relationship will ultimately generate higher profits, as you’ve shown the customer that you value them as a person and don’t simply see them as a source of revenue. In short, you must humanize the relationship between the customer and your brand. Combine Your Customer Success and Sales Efforts .

Sales 80

Sales Upselling Customer centricity Best practices 80

Hello Customer

APRIL 5, 2023

When adding the touchpoints your customer encounters, you can place them on the map based on how personal the encounter is. The closer to the center, the more personal or human the touchpoint is. As a best practice, we suggest starting with one touchpoint so you can build a use case and expand to other touchpoints over time.

Customer Experience 52

Customer Experience Journey mapping Metrics Feedback 52

NobelBiz

JULY 25, 2023

In this article, we delve into the insights that these analytics provide, enabling companies to enhance service quality and understand their customers better. Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Totango

AUGUST 27, 2019

While you benefit from maintaining your current customers, those same customers will also become more successful by fully adopting your product. Nurture your current clients, analyze their habits, and personalize their experience so they will stay by your side. This means different things depending on your customer.

Upselling 61

Upselling Education Best practices Customer centricity 61

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 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. Lots of customers mean lots of accounts to manage.

Enterprise 63

Enterprise SaaS CRM Upselling 63

Balto

SEPTEMBER 7, 2023

With conversational AI , you can understand the root causes behind lost sales and common problems customers face when they interact with your business. You’ll also be able to identify the strengths and weaknesses of your sales agents to create personalized coaching sessions.

Sales 52

Sales Coaching Analytics CRM 52

Netomi

FEBRUARY 21, 2024

These AI-powered tools are revolutionizing how hotels and travel agencies interact with their guests, offering convenience, speed, and personalized service. As 90% of customers rate immediate responses as important or higher when they have a question, speed and accuracy are of greatest importance.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

ClientSuccess

APRIL 25, 2017

It’s easy to get caught up in the traditional picture of customer experience and how a customer is expected to interact with a brand but, as more customer success leaders are finding out, the traditional route doesn’t always cut it any more. The Customer’s Perspective.

Journey mapping 40

Journey mapping Customer centricity Best practices Metrics 40

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

NobelBiz

FEBRUARY 27, 2023

Success is a concept whose meaning varies from person to person. It is purely subjective and can mean a myriad of things, as what is considered successful for one person may not be the same for the other. On a broad scale, success is defined as achieving a desired goal or outcome, either on a personal or a professional level.

Contact Center 52

Contact Center Self service Metrics Wait times 52

Totango

JUNE 25, 2019

It is a living repository of every customer engagement, touchpoint, product interaction, and piece of data generated by your customer relationship. This covers every aspect of the customer relationship, including: Financial: Contract and transactional data. Voice of Customer: Survey responses and satisfaction scores.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. Synchronous customer communication channels involve real-time communication between a customer and a service agent.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

ClientSuccess

APRIL 7, 2017

It’s easy for CSMs to get caught up in the excitement of a new logo and the fast-paced energy of new customer kickoffs, but sometimes this comes with a price—key individuals and their specific needs and goals can get lost in the shuffle. Make sure your hand off clearly passes on key goals and needs for each person in the buying process.

Upselling 40

Upselling Customer centricity Personalization Best practices 40

NICE inContact

AUGUST 25, 2016

Integrations with valued partners like inContact, leverage feeds of information that drive real-time, personalized actions and responses for your customers. . SpiceCSM is a Platinum Sponsor and will be located in the Solutions Lounge where you can demo our integration platform and learn how to connect, automate and iterate.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

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

DECEMBER 3, 2020

It is no wonder that the new year is the time for setting personal goals. One particular goal that all companies can strive for is to boost customer satisfaction. Here are 10 New Year’s resolutions for customer success managers in 2021. Create a customer-centric culture.

Management 10

Management Customer centricity Journey mapping SaaS 10

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

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. . Happy hiring!

Management 10

Management Employee engagement B2B SaaS 10