Comm100

JANUARY 17, 2024

Leaning into automation is not just about keeping up with technological trends; it’s about strategically adapting to a new era of customer service. Look at metrics such as response time, resolution rate, and customer satisfaction. This balance is at the heart of modern customer service.

Customer Service 79

Customer Service Chatbots Customer centricity Feedback 79

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed.

B2B 62

B2B Enterprise Best practices Upselling 62

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. ” What role will AI and new technologies play in customer success in 2024?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

InGenius

DECEMBER 19, 2019

Upland PSA: The future of professional services is customer-centric. As enterprises strive to put the human touch to our digital businesses, the phrase "customer-centric" has become the buzzword of the decade. Investing in our customers. Our commitment to our customers is matched with our commitment to innovation.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

ChurnZero

JUNE 21, 2019

Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. To explore this topic, we hosted a well-attended webinar with Kia Puhm from the DesiredPath Inc. In the webcast we discussed how to measure and monitor revenue across the entire customer lifecycle.

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

NobelBiz

SEPTEMBER 12, 2023

Pressure on Agents : Overemphasis can pressure agents to rush calls, potentially harming customer experience. Optimizing “Talk” Time: Best Practices In the realm of customer service efficiency, mastering “Talk” Time is essential.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

JustCall

APRIL 3, 2023

This involves understanding the customer’s needs and goals and recommending additional products or services that can help them achieve those goals. Customer feedback and advocacy : Customer success teams also focus on gathering feedback from customers and using it to improve the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. Checking in on customer service objectives? Upcoming Webinar. Customer Success Around the Web.

B2B 73

B2B Surveys Customer centricity Construction 73

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

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. Top lead generation ideas & best practices that work.

Best practices 77

Best practices B2B Sales Chatbots 77

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value. Accelerate Onboarding.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. But that really didn’t work.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

Kayako

JULY 30, 2018

After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages of purchasing a product, to onboarding and through expansion and renewal opportunities. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. But that really didn’t work.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

Netomi

NOVEMBER 8, 2021

Hear how AI can improve the customer experience in this webinar featuring Greg Dreyfus from Zendesk. Best help desk software for integrations with other tools: Salesforce Service Cloud. What makes Salesforce Service Cloud one of the best help desks of 2022? Best help desk software for small businesses: Freshdesk.

Chatbots 52

Chatbots Enterprise Self service CRM 52

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Upcoming Webinar: Unpacking the Power of the Executive Business Review.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Clarabridge

OCTOBER 12, 2016

But, many health insurance companies have started to transform the way they deliver on their customer’s experiences. Clarabridge recently hosted a webinar with Paul Long, VP of Enterprise Customer Experience at UnitedHealth Group. Here are his experiences: Your Customer is a Person. Listen, Analyze, Act.

Healthcare 49

Healthcare Customer centricity Metrics CRM 49

Totango

SEPTEMBER 4, 2020

You should reach a point where every customer touch has an impact and is an extension of your brand identity. The tech-touch approach prioritizes customer education and empowers the customer to independently derive value from your product, leaving them free to grow without the need for constant assistance.

Enterprise 63

Enterprise Accountability Customer centricity Education 63

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. But that really didn’t work.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ChurnZero

APRIL 5, 2019

Upcoming Webinar. How Customer Success Can Catalyze Customer-Centric Change. Customer-centricity is a term that gets bounced around, but what does this really mean and how can customer success teams contribute to their organization’s CX evolution? Customer Success Around the Web.

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

SmartKarrot

MAY 13, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (Hybrid) Organization: Lions Prep As a Customer Success Manager, you will be identifying customer needs and help customers use features available to them on the customer portal. Apply here: [link].

Upselling 19

Upselling Customer centricity Best practices Accountability 19

NobelBiz

JUNE 5, 2023

If you want to learn more about all the best practices with training and staffing for contact centers, we encourage you to watch one of our latest webinars on this very topic: Contact Center Staffing in a Remote World: Most effective strategies for recruiting, retention, and motivation of Contact Center employees.

Call Center 52

Call Center Scripts CRM Contact Center 52

CX Journey

MAY 3, 2016

Through events, webinars, member calls, community forums, mentor-mentee relationships, and experts, there's no shortage of opportunities to learn from peers. Two years ago, the Association launched its own certification program, the CCXP, i.e., Certified Customer Experience Professional. Again, the association is member-driven.

Customer Experience 40

Customer Experience Journey mapping Metrics Customer centricity 40

SmartKarrot

APRIL 30, 2021

Partner with cross-functional leadership to transform and grow the customer success organization and value to meet and expand business needs. Define and implement the vision, planning, and execution of the eCommerce Customer Success function. Maintain existing customer success metrics and data as directed.

Best practices 10

Best practices Customer centricity Feedback Education 10

Amity

FEBRUARY 21, 2018

Being a customer advocate comes naturally if you are highly empathetic and self-aware. Are you a communications master who’s comfortable translating concepts, receiving feedback, and evaluating context? Customer Success Managers’ compensation structures vary widely across organizations. So, ready for this?

Upselling 77

Upselling Sales Finance Analytics 77

Branch Mesenger

AUGUST 29, 2018

He's also an active member of the Customer Experience Professionals Association (CXPA), serving as one of their CX experts, and provides advice to members worldwide. In the webinar (the complete transcript which is published below) outlined three key points: ???? Corporations mentioned in this webinar include: Advanced Auto Parts.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

Netomi

FEBRUARY 28, 2022

Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8! We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. Register Now. Amanda Binns.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Amity

JANUARY 30, 2019

A team of Customer Success Managers can be one of the most important considerations and impactful hires. CSMs are the bridge between your customers and the rest of your organization. They are the advocates of your customer base and provide critical feedback on your product, service and industry trends.

Education 61

Education Engineering B2C Technical Support 61

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? She has also held numerous Interim ‘Head of Customer Success’ roles.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

Amity

OCTOBER 31, 2016

So we work with our engineering team to ensure we're developing customer-centric features and that customer feedback is being regularly incorporated into our platform. Because we are a content experience platform, we tend to think about our Customer Success team as a team of Marketers.

Coaching 0

Coaching Engineering Upselling Marketing 0

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. The customer should also have a place to share feedback.

SaaS 87

SaaS Upselling Enterprise Best practices 87

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. Upcoming Webinar.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

CrazyCall

AUGUST 16, 2019

Here, you’ll get to know how to crack the code of customer’s behavior and what to do to turn complete strangers into long-lasting customers. Recommended episode: Being Customer Centric. Yet, articles and webinars are not the only types of content they produce. account-based selling best practices.

Sales 115

Sales B2B Coaching Personalization 115

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

Metrics 97

Metrics Calibration Accountability Customer Experience 97

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

Metrics 52

Metrics Calibration Accountability Customer Experience 52

ChurnZero

APRIL 2, 2021

Most marketing teams rely on email to reach their customers – whether they’re promoting new content, webinars, or events. To complement their outreach efforts, teams can use a centralized Success Panel, which lives within their own applications, to reach customers when they’re actively using their product.

Sales 64

Sales Marketing Surveys Accountability 64