360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You leveraged customer journey mapping and invited various leaders to participate. .

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

360Connext

JANUARY 4, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You leveraged customer journey mapping and invited various leaders to participate. .

Journey mapping 72

Journey mapping Customer Experience Education Feedback 72

Totango

MAY 6, 2022

75-100 = Doing Well : The customer’s health indicators rank high, indicating satisfaction. 50-74 = Take Notice : The customer meets some criteria for high satisfaction but does not rank equally high in all categories. How to Improve Customer Health Score.

Best practices 120

Best practices Metrics Upselling Journey mapping 120

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 75

Customer retention Best practices Education Benchmark 75

Totango

DECEMBER 16, 2020

One of the most exciting new trends in customer success is the emergence of out-of-the-box solutions that allow you to automate the implementation of optimized customer journey maps. This technology provides you with pre-designed templates for each stage of your customer journey, from lead acquisition to retention.

Journey mapping 72

Journey mapping Best practices Accountability Big data 72

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. These steps chart a path to communicating the value of your product and brand to your stakeholders, promoting higher engagement and retention. For optimal results, use software that allows you to automate best practices for these steps.

Management 87

Management Journey mapping Best practices Metrics 87

Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.

B2B 118

B2B Journey mapping SaaS Engineering 118

OctopusTech

MARCH 27, 2023

Enhanced data analysis Omnichannel contact centers collect data from different channels, allowing companies to analyze customer behavior and identify trends. This information can be used to improve products and services, develop targeted marketing campaigns, and increase customer retention.

Contact Center 62

Contact Center Multichannel Interactive Voice Response Call Center 62

GetFeedback

AUGUST 14, 2019

But the fast-food chain could do the same thing and meet your expectations without issue, leading to a satisfied customer. . To truly understand customer satisfaction, you must know what expectations you are setting. How to measure your Customer Satisfaction Score . Of course not. It’s truly a win-win.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

NobelBiz

MARCH 12, 2024

It leverages a centralized data source to provide consistent interactions throughout the customer journey. By breaking down silos and integrating data from various touchpoints, Unified CXM enables businesses to meet customers where they are and anticipate their needs effectively.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Totango

AUGUST 11, 2022

Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions. It also helps your customer success team track your performance and adjust to meet target goals.

SaaS 109

SaaS Journey mapping B2B Feedback 109

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Invest in the right customer success technology partner. Leverage the latest customer success best practices. Customer Success Is A Growth Strategy.

Best practices 81

Best practices Upselling Analytics Technology 81

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Build a reputation as a thought leader by sharing content that meets your audience’s needs. Conversion.

SaaS 67

SaaS Best practices Upselling Education 67

Education Services Group

DECEMBER 21, 2021

Bottom line, every industry has a way to measure success, when interviewing for a Customer Success role you don’t have to know what NRR is to be able to speak about how you measure success. CS Term: Journey Map. CS Term: Executive Business Review (EBR). Teacher Term: Parent/Teacher Conferences.

Journey mapping 52

Journey mapping Education Metrics SaaS 52

CustomerSuccessBox

FEBRUARY 20, 2022

As the quote goes, ” Customers do not know what they want until it is shown to them”. At the same time, you as their Customer Success Manager , have a journey map laid out for them. Often in practice, this leads to a conflict of interest. A customer who saw success using your product is not going to go away.

Best practices 52

Best practices Journey mapping Customer retention Marketing 52

Totango

OCTOBER 22, 2019

This way, you can spot customers who stay within the onboarding period too long. You can also watch KPIs that indicate a customer is not seeing their desired value, such as infrequent use of specific features. . Goals to focus on: Meeting timelines to ensure onboarding progress stays on track. Currently onboarding customers .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

Education Services Group

MAY 17, 2021

All businesses need happy employees to succeed, but so much of Customer Success depends on the strong connection CSMs develop with their customers. If CSMs aren’t supported, they won’t be able to fully support your customers, and then all the customer journey maps and CS playbooks in the world aren’t going to save you.

Journey mapping 52

Journey mapping Morale Customer retention Customer Experience 52

ProProfs Blog

OCTOBER 30, 2021

Helps to identify happy customers (Improving Customer Retention). A low churn rate and good customer retention are the vital determinants of any business’s success. Thus, the main objective behind gathering feedback is to increase business revenues while reducing the churn rate and initiating customer retention.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

Education Services Group

APRIL 25, 2021

The Transform phase is one of growth and has everything to do with streamlining and scaling to meet your ultimate potential. In the early stages of Customer Success, CSMs have a tendency to fall into supportive, reactive roles as the organization finds its footing.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Totango

SEPTEMBER 12, 2019

When you gather and analyze customer data, you can uncover customer journey insights that will allow you to take action to deliver a more personalized customer experience. Plus, you can use it to improve standardized processes and better serve customers in the future. Turning Customer Journey Insights into Action.

Best practices 70

Best practices Surveys Education Feedback 70

ChurnZero

NOVEMBER 2, 2018

Your job is to hopefully meet those needs. In this NPS Cheat Sheet you will find a complete description of NPS and key terms to enrich your Customer Success vocabulary. You will also learn how to administer and calculate NPS, recommended follow-up actions for each segment, and other best practices. Why NPS Matters.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

Education Services Group

MAY 11, 2018

That’s where the cavalry, more commonly known as virtual Customer Success Managers (vCSM), comes in. vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation. vCSMs deliver more customers who….

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. CS Meets ES: Driven by Outcomes. What customers really care about: outcomes. Ron Arndt, Education Success Lead.

Education 52

Education Best practices Journey mapping Analytics 52

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The Financial Times selected his company, Beyond Philosophy LLC, as one of the best management consultancies. Jake Perez.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

DECEMBER 3, 2020

If you are running your own business, it is a great time to look for business goals you want to meet. One particular goal that all companies can strive for is to boost customer satisfaction. This list of new year’s resolutions will help customer success managers handle their priorities well for a successful run at the customer front.

Management 10

Management Customer centricity Journey mapping SaaS 10