TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 327

Customer Service Journey mapping Customer Experience Feedback 327

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Upselling Accountability SaaS 89

Aspect

DECEMBER 10, 2019

I recently had the opportunity to sit down with Aspect Software User Group Association (ASUGA) board member Ann Swift to discuss her role on the ASUGA board and the benefits of being a part of ASUGA. Additionally, Ann’s Team supports the telephony system and Salesforce Customer 360. Ann said the board meets twice a month.

Airlines 118

Airlines Best practices Feedback Contact Center 118

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Facilitate learning and information sharing across your customer base.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

ChurnZero

NOVEMBER 17, 2020

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! There is nothing like closing a big deal with a new customer! This series of longer term wins is why I ultimately shifted my focus to Customer Success.

Sales 98

Sales CRM Consulting Consulting 98

Nuance

SEPTEMBER 26, 2018

This past week in Philadelphia, Nuance Document Imaging held our first Customer Advisory Board (CAB) for the legal sector. Discussions were […] The post Valuable, modern & simple: What all customers need from today’s content management solutions appeared first on What’s next. This is a summary.

Management 60

Management Best practices 60

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. So… What can companies do to improve their voice of the customer success?

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Alorica

OCTOBER 11, 2018

She is a member of our CCW advisory board and sits on Alorica’s internal board for their Women’s Initiative which is geared toward women in CX, leadership training and development, work-life balance and other topics pertaining to women in customer contact. Colleen Beers is an SVP of Alorica.

48

48

Anexa BPO

MAY 24, 2023

In today’s hyper-connected and customer-centric business landscape, understanding and meeting customers where they are is vital for success. And unfortunately, despite its importance, many companies still struggle to effectively listen to their customers and harness their insights.

Personalization 52

Personalization Customer centricity Feedback Surveys 52

ClientSuccess

MAY 10, 2022

When a new customer joins your book of business, there are some things that are known right out of the gate. The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. What is Customer Lifetime Value.

Upselling 59

Upselling Metrics Accountability Sales 59

Horizon CX

MARCH 10, 2023

by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with headcount, structure, budget, and an ongoing, unending mission statement all its own.

Education 52

Education Finance Accountability Coaching 52

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company.

Journey mapping 34

Journey mapping Feedback Surveys B2B 34

ClientSuccess

MARCH 8, 2018

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. See point one.

Best practices 40

Best practices Feedback Upselling SaaS 40

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

ClientSuccess

APRIL 4, 2019

ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. David will share his thoughts on how to scale your team and organization with product-led customer success. The challenges facing customer success today.

SaaS 46

SaaS B2B Feedback Sales 46

GetFeedback

FEBRUARY 6, 2019

Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on. Many businesses are. You can use online surveys. ” .

Surveys 74

Surveys Education Marketing Management 74

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection.

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

CX Journey

DECEMBER 19, 2018

It appeared on their blog on March 26, 2018. There are a lot of different ways to listen to customers and employees. One of my favorite approaches is via a customer advisory board. What is a customer advisory board? Running a customer advisory board is really a full-time job.

Metrics 36

Metrics Feedback Customer retention Marketing 36

Stratifyd

DECEMBER 28, 2018

We strive to give our customers the best platform full of cutting-edge functionality to provide comprehensive, useful insights. Our customers can now use this to analyze call and chat transcripts to predict missing CSAT scores and have a more robust data set. We helped the Kimberly-Clark Corporation prevent customer loss.

Engineering 40

Engineering Customer retention Consulting Consulting 40

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! I don't even know how that makes sense.

Surveys 58

Surveys Feedback Metrics Marketing 58

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy. Rick Adams.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Verint

DECEMBER 20, 2017

Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Verint’s Customer Advisory Board (CAB) met earlier this month and the agenda included a session on automation, artificial intelligence (AI) and robotics.

Contact Center 25

Contact Center Enterprise Management Technology 25

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! I don't even know how that makes sense.

Surveys 32

Surveys Feedback Metrics Marketing 32

CSM Practice

SEPTEMBER 15, 2019

All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to driving long-term customer lifetime value through various processes and operations.

Accountability 45

Accountability Consulting Consulting Upselling 45

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Mentor Questions.

Best practices 59

Best practices Metrics SaaS Customer Service 59

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Analytics 52

Analytics Customer centricity Metrics Accountability 52

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries. Mark specializes in finding sustainable solutions for large, messy, customer-facing problems.

Automotive 41

Automotive Management Enterprise B2B 41

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Surveys 182

Surveys Contact Center Consulting Consulting 182

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. Create a Customer Advisory Board for Your Company.

Marketing 69

Marketing Education Feedback Surveys 69

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 82

Customer Service Coaching Education Best practices 82