ShepHyken

JUNE 2, 2017

We’ve effectively become the victims of our own success. We’re driven by revenue and margin, but our success can make us more bloated and rigid, less adaptive, and more disconnected from the people we’re supposed to serve. The larger an organization becomes, the harder it is to stay connected.

Wireless 189

Wireless Banking Analytics Call Center 189

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Totango

NOVEMBER 16, 2023

These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. Every customer interaction matters in today’s digital age. Not a problem.

Accountability 107

Accountability Enterprise Marketing Management 107

CCNG

NOVEMBER 29, 2023

If a contact center is well managed and properly leveraging the right technologies for reducing contact volumes and automating repetitive tasks related to being an agent, AHT may seem high. They are also the most at risk of cutting ties with the organization. Lowering AHT lowers the cost to serve and increases agent availability.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. Understanding and addressing LLM vulnerabilities, threats, and risks during the design and architecture phases helps teams focus on maximizing the economic and productivity benefits generative AI can bring.

Best practices 120

Best practices Government Engineering Accountability 120

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Build your process and your plan with transparency and communication as the cornerstones on which all success will be built. An MOU helps both sides mitigate risk while getting key tasks accomplished.

outsourcing 71

outsourcing Customer Care Best practices Management 71

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Totango

NOVEMBER 8, 2023

Create a 360-degree view of the customer Truly understanding customers and delivering them an exceptional experience requires unifying data from across the organization: sales, support, customer success, marketing, finance, and product. Check out our full list of technology partners or request a new integration.

Enterprise 91

Enterprise Finance SaaS Analytics 91

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. . Leveraging the Detect Risk SuccessBLOC and Avoid Customer Churn .

Accountability 84

Accountability Enterprise Metrics Marketing 84

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

B2B 91

B2B CRM Enterprise Upselling 91

3CLogic

FEBRUARY 7, 2024

Success starts with an honest assessment of your organization's weaknesses. In this blog, we’ll explore three common red flags indicating your contact center is falling behind, and, more importantly, we share strategies to help you get back on track. The question is — where do you begin? Why is that?

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. Measuring and analyzing how your company manages these two factors is critical to growth. appeared first on Best Customer Success Blog: Articles for Enterprise Growth. What is gross retention? What is net retention?

Upselling 108

Upselling Metrics Enterprise Best practices 108

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Now let’s have a look at the area that is nowadays the main differentiator between a failing and successful business – customer satisfaction.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. The GTM team uses these insights to determine the best way to work together to set customers up for success and future growth.

Sales 89

Sales Enterprise Best practices Metrics 89

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Call Design

JULY 14, 2020

Contact centres are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment between team members throughout the day. In this blog, we go into detail on what bringing your staff back to the contact centre should look like. Maintain Social Distancing.

Best practices 135

Best practices Management 135

Totango

JULY 5, 2022

As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion. The Customer Success Playbook: 4 Actions to Take Right Now . Identify At-Risk Customers .

Upselling 97

Upselling Accountability CRM Best practices 97

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. We’ll also highlight essential tools for a successful hyper-personalization strategy. Customers want to feel seen. Let’s start with some definitions.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Totango

JUNE 15, 2022

This is why having a proper escalation management process in place is essential. . Escalation vs. Risk: What’s the Difference? It’s important to understand that the escalation of a customer’s issue does not necessarily mean that the customer is at risk for churn. Accounts at risk. At risk contract value.

Metrics 81

Metrics Chatbots Accountability Enterprise 81

Totango

OCTOBER 12, 2022

Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Given the current state of affairs, it’s no surprise that 58% of respondents in our 2022 Customer Success Industry & Salary Report identified churn reduction as a top priority. Leading the charge. Expert collaborators.

Enterprise 110

Enterprise Surveys Sales Customer retention 110

Hodusoft

MARCH 21, 2024

Whether it is about offering customer support or managing the data, BPO plays a key role in the success of today’s businesses, connecting companies with specialized services across borders. They need to handle and manage all the complex customer data, which makes data security a top priority for these companies.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace. What is Computer Telephony Integration (CTI)?

Management 64

Management Call Logging CRM Call flow 64

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. To foster cross-functional collaboration, Dishman recommends having a process for documentation, like customer success plans, that enables teams to track and transparently manage the process and progress toward objectives.

Sales 71

Sales Enterprise Accountability Metrics 71

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. First, we’ll define what customer retention automation is.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. CRM tools are great at what they’re designed for.

Upselling 91

Upselling CRM Revenue potential Feedback 91

CustomerSuccessBox

JUNE 2, 2021

When it comes to decoding about- “How should a day in the life of a Customer Success Manager look like? Or How should every Customer Success Manager (CSM) be planning their day? So let’s see how a CSM can organize this otherwise chaotic world and still be successful at the end of the day. Risk Alerts .

Management 52

Management Upselling APIs B2B 52

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Management Approval Struggles? It’s time to get the green light from upper management! Delaying automation risks frustrating customers with long wait times and inconsistent service quality, leading to decreased satisfaction and loyalty.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

Totango

JUNE 15, 2022

What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? And Totango’s composable customer success platform provides all of this and much more.

Upselling 95

Upselling Analytics Self service CRM 95

CSM Practice

JUNE 11, 2023

If you’ve been in the Customer Success profession long enough, you should have had the opportunity to be part of an account reassignment. There are a few reasons for this, but one of which is that account reassignments are, in my opinion, one of the most overly complicated processes in the Customer Success space. No automated emails.

Accountability 59

Accountability CRM Management Personalization 59

CSM Magazine

NOVEMBER 23, 2023

In today’s fast-paced business world, effective warehouse management is a critical component of success. Traditional warehouse management solutions are evolving to meet the demands of the digital age. With the advent of technology, warehouse management has undergone a significant transformation.

Transportation 52

Transportation Analytics Morale Customer centricity 52

Totango

APRIL 15, 2022

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. Customer Retention : Easily view customer health and receive alerts for at-risk customers. But what do you do when the platform you’ve been using goes out of business?

Customer retention 84

Customer retention Enterprise Analytics Personalization 84

OctopusTech

MARCH 3, 2024

It provides access to expertise minus the headaches of hiring or managing an internal team. Risk Mitigation Outsourced projects provide a cushion against losses/delays arising from resource crunch or skills mismatch. More importantly, own overall success metrics – track adoption, and user feedback.

outsourcing 62

outsourcing Technical Support Government Metrics 62

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Management 102

Management Brand ambassadors Enterprise Engineering 102

Totango

FEBRUARY 9, 2022

In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time. Customer Success Management Software. With Totango’s Multidimensional Health Model you can detect often overlooked user behaviors that pose risks to the renewal process.

Customer retention 93

Customer retention SaaS Best practices Upselling 93

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. That’s part of the definition of Customer Success as given to us by the Customer Success Association.

B2B 98

B2B Upselling Coaching Customer Support 98

Anexa BPO

OCTOBER 16, 2022

Managing financial risk is one of the cornerstones of successful financial organizations – these include credit risk, market risk, along with funding and liquidity risk. The analysis of how these other sectors manage critical infrastructure could be of great benefit to the finance industry.

Telecommunications 52

Telecommunications Finance Banking Automotive 52