ClientSuccess

AUGUST 14, 2019

As you structure your CSM compensation plans, here are three best practices to keep in mind: 1. Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. . Make sure outside client metrics are clearly defined for all CSMs, if applicable. . You can learn more here.

Best practices 40

Best practices Metrics Upselling SaaS 40

ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? In part three, we’re looking at initiatives that can help drive all of your customer marketing projects: sentiment. Customer marketing programs can be instrumental in supporting Voice of Customer initiatives, in addition to: Usage Data. Social Media.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

JivoChat

MARCH 10, 2022

A well-planned marketing strategy never works on assumptions. Nothing is really stagnant in the marketing world — be it technologies, trends, or even your consumers. The only way you know you’re on track and keeping up is by gathering market insights, and ultimately using them to your advantage to empower your sales. .

Marketing 75

Marketing Real estate Advertising Telemarketing 75

RapportBoost

OCTOBER 20, 2018

Industry leaders like Heidi Rote and Jenny Craig USA are living proof that perfecting chat conversations and training agents with scientifically-based best practices are the biggest drivers of contact center profitability,” said Medrano. ” Registration information for the webinar can be found at [link]. About RapportBoost.

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View the recorded webinar: Request the Recorded Webinar.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Then you can go and say, “okay we’ve done a great job with the low-touch customers, let’s go out and do mid-market now.” Isn’t that crazy?

Feedback 52

Feedback Sales SaaS Marketing 52

Callminer

NOVEMBER 13, 2018

With this implementation, the team realized impressive improvements in key metrics associated with First Associates’ business objectives such as 25% improvement in call verification and 20% increase in payment collection rates. L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

First call resolution 260

First call resolution Analytics Sales Metrics 260

Uniphore

JANUARY 14, 2022

Program Vice President, Customer Experience at IDC Research, Robert Padron, EVP and Chief Growth Officer at Arise and Vijai Shankar, Vice President, Product and Growth Marketing at Uniphore, to know: What are the AI and automation trends that are redefining customer experience? Strategic roadmap to deliver new-age customer experiences.

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. NPS is a great way to measure customer satisfaction, customer willingness to be part of marketing efforts, and growth potential. Technology – 39.

Benchmark 52

Benchmark B2B SaaS Metrics 52

Hero Digital

AUGUST 5, 2019

As a whole, B2B marketing is boring. In that hunt for safety, too many B2B marketers rely on “best practices”—blindly following whatever the least risky convention is. But if you’re a challenger brand trying to capture or defend market share in a highly competitive market, maybe the safest approach isn’t the smartest. “We

B2B 42

B2B Marketing Best practices Wireless 42

CX Journey

DECEMBER 28, 2017

In a recent webinar, two Everwise Mentors shared their best practices and perspectives on mentoring: Jagdish Pavan Kumar , Senior Manager of Data Management at Veritas Technologies; and Cindy Cruzado , Instructor at Pragmatic Marketing. With any goal or change, it’s best to set up methods of tracking and ongoing feedback.

Best practices 36

Best practices Feedback Accountability Personalization 36

ClientSuccess

FEBRUARY 23, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. I recently spent several months in the car-buying market and I knew my success criteria. 3 Customer Success Best Practices that Drive Powerful Customer Experiences.

Best practices 46

Best practices Customer Experience SaaS Metrics 46

Nicereply

MAY 16, 2023

And it’s not just a one-time event – it’s a continuous journey that starts with the first interaction and continues throughout the customer’s lifecycle, and email marketing is a key component of it. The webinar will cover [Topic] and provide valuable insights on how to overcome [specific problem/struggle].

Upselling 52

Upselling Feedback Best practices Personalization 52

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. Evaluation Stage. What about training specifically?),

Metrics 40

Metrics SaaS Sales Accountability 40

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . I would say, go make friends with the CFO or the finance person and find out what metrics they care about. The Customer Success team needs to define the metric they care about.

Gamification 98

Gamification Marketing Metrics Sales 98

Totango

FEBRUARY 11, 2020

Several key adoption metrics will let you know if your customer is heading in the right direction to achieve maximum value from your product. That said, there is no one formula for measuring adoption, and different teams should track different metrics. Beware of vanity metrics like login rates, which don’t give insight into adoption.

Enterprise 118

Enterprise Metrics Education Best practices 118

ChurnZero

FEBRUARY 17, 2021

Best Practices for Creating Customer Success Capabilities and Organizations. TSIA Resource: 8-Minute Mini-Webinar: Customer Success Maturity Model. TSIA Resource: 8-Minute Mini-Webinar: Customer Success Maturity Model. ChurnZero Resource: Churnopedia – SaaS Metrics. Improve Customer Experience.

Best practices 78

Best practices Upselling Analytics SaaS 78

Totango

AUGUST 8, 2021

We recommend six best practices for using customer information to improve engagement with your software product and increase the likelihood of customer renewal : Establish Goals and Milestones. You can follow their progress by tracking customer success metrics that accurately measure product usage. Offer Relevant Communications.

SaaS 118

SaaS Best practices Metrics Enterprise 118

ChurnZero

JUNE 24, 2022

With the “great resignation,” fluctuations of the public and private markets, and the omnipresent pandemic, we find ourselves continuously, and quickly, adapting to the shifting landscape. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 98

Benchmark SaaS Metrics B2B 98

ChurnZero

JUNE 21, 2019

They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. To explore this topic, we hosted a well-attended webinar with Kia Puhm from the DesiredPath Inc. Q&A Recap .

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. External factors like market demand, pricing trends, or competitors’ initiatives can arise at any time, setting off a chain reaction that affects your overall CX.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

aircall

AUGUST 5, 2022

Trust is the fuel in the motor of relationship marketing: If it’s missing, nothing works. To get the latest industry best practices, we tapped experts at Teamleader and Aircall to give you an exclusive glimpse behind the scenes. . Strategically aligning sales and marketing . Narrow down lead lifecycles.

Sales 62

Sales SaaS Marketing Personalization 62

Totango

SEPTEMBER 22, 2020

There are 5 recommended best practices in using customer information to improve engagement with the product and increase the likelihood of customer renewal : Establish Goals and Milestones. You can follow their progress by tracking customer success metrics that accurately measure product usage. Offer Relevant Communications.

Best practices 97

Best practices Metrics Enterprise Personalization 97

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. This includes providing resources such as user guides, tutorials, and webinars. <H2>Must-Have Measure Customer Success Establish metrics to track and measure customer success.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

JANUARY 20, 2022

Rod Cherkas, CEO of HelloCCO, joined us for a webinar to share his approach to ensure your Customer Success team stays ahead of your company’s growth. During the webinar, we covered how to: Assess your team’s ability to scale. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Sales 52

Sales Finance Metrics Best practices 52

NobelBiz

JANUARY 16, 2024

These goals can include providing support generating sales or gathering market insights. These objectives may include providing support, generating sales, or gathering market insights. ” Call center metrics allow businesses to measure their call center’s performance and identify areas that need improvement.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Education Services Group

FEBRUARY 26, 2020

Create alignment between Customer Success and Marketing. Take time to build a relationship with your Marketing team and work together to accomplish your common goals. Which metrics and KPIs will you be keeping a close eye on to indicate if your new strategies are working? Metrics, You Say? Delivery Rate. Click Rate.

Journey mapping 75

Journey mapping Metrics Marketing B2B 75

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. TC : I’ve also coordinated with Marketing, specifically Campaign Marketing and Product Marketing. Well, if you’re Aruba, you go digital. What’s an auto QBR? But that really didn’t work.

Journey mapping 112

Journey mapping Accountability Marketing Metrics 112

ChurnZero

JUNE 12, 2020

Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. If you replied, “Sales Ops or Marketing Ops,” you’re not prioritizing the customer, because post-sale customer needs will always come second to generating leads and sales team efficiency.

SaaS 80

SaaS Metrics Customer retention Analytics 80

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping the benefits of their own CS CoEs.

Metrics 52

Metrics Best practices Analytics Enterprise 52

CustomerSuccessBox

APRIL 3, 2022

A section of this job is carried out through email marketing. In customer success, email marketing is among the most effective strategies. Since email marketing plays such an important role in customer acquisition, retention, etc., Cheers, Reminder Invite to a Webinar. What are Customer Success email templates?

APIs 52

APIs Accountability SaaS Marketing 52

ChurnZero

MAY 22, 2020

Since onboarding greatly differs by product and market, we made these examples high-level and nonspecific to demonstrate the basis of an onboarding Play while being inclusive of a broader audience. In ChurnZero, a Play automates messaging and tasks based on a user or account’s engagement metrics. Customer Success Around the Web.

Best practices 98

Best practices Accountability Benchmark Sales 98

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . I would say, go make friends with the CFO or the finance person and find out what metrics they care about. The Customer Success team needs to define the metric they care about.

Gamification 52

Gamification Marketing Metrics Sales 52

ClientSuccess

AUGUST 21, 2019

Here are 5 best practices to keep in mind when training customers on new product updates: 1. CSMs should work in tandem with product and marketing teams to create compelling, optimized support content and resources for customers. Host in-person or webinar-based training sessions. Create support resources and content.

SaaS 45

SaaS Best practices Accountability Personalization 45