CSM Magazine

MARCH 13, 2024

That’s where customer success management (CSM) comes in. In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. Plus, hearing positive feedback from real people is often more compelling than any marketing message you could create.

Management 52

Management Upselling Sales Marketing 52

customer sure

FEBRUARY 1, 2023

Part of this approach is their customer feedback process, which they introduced in 2020, with the help of CustomerSure. Speaking of Marmalade’s commitment to understanding and utilising customer feedback, our CEO Guy Letts said: “ Marmalade Insurance is a great example of a customer feedback process done right.

Feedback 62

Feedback Morale Metrics Customer Experience 62

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

Global Response

FEBRUARY 26, 2024

From robust customer relationship management (CRM) systems to AI chatbots, technology has transformed customer service into a more efficient, accessible, and personalized experience. Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools.

Call Center 62

Call Center Customer Service outsourcing CRM 62

AskNicely

APRIL 4, 2018

They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. To say the fleet management industry is complex is a massive understatement. Empowering an Entire Organization with Customer Feedback. Get the Case Study.

Feedback 60

Feedback SaaS Sales Management 60

Lumoa

JULY 17, 2022

Lumoa Product News for July 2022 We now offer feedback translation to German! By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. Now, we can have ANY feedback be translated to German and the analysis done on the German version of the comment.

Feedback 83

Feedback Surveys Customer Experience Management 83

Global Response

MARCH 27, 2024

Call centers gather data from call logs, voice recordings, customer feedback, chat transcripts, email interactions, and social media communications. Improved operational efficiency Managers can identify bottlenecks and inefficiencies in the call-handling process by analyzing call data (like call duration, wait times, and resolution times).

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

GetFeedback

APRIL 3, 2019

I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. The other aspect of my role is project management and system improvements. How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback! What is your role at YETI?

Feedback 88

Feedback Surveys Analytics Coaching 88

delighted

OCTOBER 22, 2019

Because Bonobos targets working male professionals, Andy and his team needed a survey methodology that’s simple to deliver yet collects the feedback required to make impactful business decisions. Before using NPS, Glassdoor only collected feedback from users reporting bugs or website issues.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. A feedback loop is essential.

Feedback 81

Feedback Surveys Technical Support Analytics 81

CustomerSuccessBox

MARCH 10, 2022

There is a need for managing brand loyalty to the clients and that’s why you need a client success manager. Also called as a client service manager! Roles and responsibilities of a Client Success Manager. Suggested Read : Responsibilities of a Customer Success Manager. Resolve their issues.

Management 52

Management Customer retention SaaS Customer advocacy 52

SmartKarrot

JULY 26, 2022

To write a SaaS case study, you must remember certain pointers. A SaaS case study is a narrative or story of how one has successfully delivered and implemented a solution with a client for results. Are Case Studies Effective? Like any other field, the world is divided on the efficacy of case studies.

SaaS 10

SaaS B2B Feedback Education 10

CCNG

AUGUST 9, 2023

By generating realistic customer interactions and evaluating agent responses, generative AI can help identify areas of improvement and provide actionable feedback for agents, ultimately leading to improved customer support and satisfaction. Take that transcription and have generative AI create a case study, or story from that conversation.

Contact Center 195

Contact Center Chatbots Education Technology 195

CSM Magazine

MAY 27, 2024

Use surveys , interviews, and customer feedback to gather insights. Example : “Unlike our competitors, we offer a dedicated account manager for each customer, ensuring personalized and consistent service.” Use customer testimonials, case studies, or performance metrics to demonstrate the effectiveness of your service.

Customer Service 59

Customer Service Multi-channel support Metrics Accountability 59

TechSee

APRIL 24, 2023

Once again, collecting agent feedback is a critical tool for understanding where and why some agents are showing strong adoption whereas others are lagging. You can also further develop your culture of continuous learning by inviting agents to share their own ideas with management.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

Nicereply

FEBRUARY 13, 2023

There are many different types of customers that a support manager may encounter. Support is the frontline for every company, which means they’re usually the first to hear about issues, feedback, and overall sentiment. As a support manager , you get to meet many of these different types of customers, both directly and indirectly.

Management 52

Management Best practices CRM Coaching 52

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Feedback 83

Feedback Banking Chatbots Automotive 83

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so? This is far from the truth.

Management 67

Management Upselling SaaS Sales 67

Livepro

SEPTEMBER 17, 2019

We can finally reveal this year’s livepro, Customer Service Knowledge Management Awards winners. Knowledge Management Specialist: Daniel O’Callaghan. Click here to see more results or view case studies of other companies who have achieved similar results. Best Knowledge Management Rollout.

Management 40

Management Feedback Best practices Customer Care 40

Balto

NOVEMBER 2, 2022

Working to manage a call center has many moving parts and can often create a feeling of drinking from a firehose for those who are newer to a managerial role. Perhaps you’re already in call center management or an agent aspiring to work your way up and are seeking to learn more about what all is involved.

Call Center 52

Call Center Management Average Handle Time Gamification 52

ShepHyken

JUNE 10, 2019

My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). Fast Company) Boeing’s public response to the 737 Max crashes provide a case study for what businesses should and shouldn’t do, argues this customer service expert.

Customer Service 282

Customer Service Surveys Customer Experience Feedback 282

JustCall

AUGUST 10, 2022

Remote team management is a major concern for many companies in today’s business environment. But the task of managing these employees outside the original controlled office spaces also has several hurdles. But the task of managing these employees outside the original controlled office spaces also has several hurdles.

Best practices 52

Best practices Management Morale Personalization 52

ShepHyken

AUGUST 16, 2021

It’s become the preferred way to ask questions, relay information, and receive feedback. TopRank Marketing) Take a look at 10 forthcoming or recently published books that offer an array of fascinating tactics, tips, case studies, and other insight from some of the industry’s top business marketers and subject matter experts.

Customer Service 232

Customer Service Technology Marketing Contact Center 232

NobelBiz

MAY 14, 2024

Text Analytics Text analytics involves the examination of written communication channels, such as emails, online chat sessions, social media posts, and customer feedback forms. Conversational analytics can monitor interactions in real-time, flagging non-compliance and providing managers with the information needed to take corrective action.

Analytics 59

Analytics Call Center Contact Center Sales 59

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. A feedback loop is essential.

Feedback 40

Feedback Surveys Technical Support Analytics 40

Totango

DECEMBER 12, 2019

How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. How to Manage the Customer Lifecycle. Break it down into small steps.

Management 64

Management Enterprise Best practices Benchmark 64

ClientSuccess

JANUARY 25, 2021

Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team. Case Studies. Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Genroe

FEBRUARY 9, 2015

So when you are considering investing considerable time and resources in rolling out a new customer feedback or Net Promoter® program you should make sure that why is the first question you ask as well. Too often this link is not made and long term this undermines the importance of these programs in the eyes of middle management.

Feedback 68

Feedback Employee engagement Construction Customer centricity 68

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Give Product thematic feedback, not anecdotes. Give Product greater exposure to customer experiences.

Management 59

Management Feedback Sales SaaS 59

CSM Magazine

MAY 15, 2024

Look for case studies, statistics, and expert opinions that support or challenge your perspective. Explore the viewpoints of customers, service providers, managers, and industry experts. Consider having a friend or colleague read your work and provide feedback on areas that could be improved or clarified further.

Customer Service 52

Customer Service Best practices Feedback Surveys 52

delighted

DECEMBER 7, 2021

Guest post contribution by Samidha Visai, Product Manager at Secureframe. In this post, we’ll define what product-led growth is, investigate its evolution, and illustrate its benefits with real-life case studies. It is important to emphasize that product-led growth is not about the product manager being centered in the company.

B2B 74

B2B Enterprise Surveys Feedback 74

OctopusTech

MARCH 3, 2024

It provides access to expertise minus the headaches of hiring or managing an internal team. Browse through their portfolio, client testimonials, reviews, and case studies to evaluate previous work. More importantly, own overall success metrics – track adoption, and user feedback.

outsourcing 62

outsourcing Technical Support Government Metrics 62

Verint

JANUARY 23, 2018

After doing its homework, the company chose Verint Enterprise Feedback Management as the critical foundation to solicit and capture feedback from more than one million sports and entertainment fans annually.

Feedback 28

Feedback Entertainment Surveys Enterprise 28

Global Response

JANUARY 31, 2024

Benefits of outsourcing tech support Outsourced technical support , or Managed IT Services, is when companies hire a third-party team to provide technical services and support. Let’s look at a couple of case studies to see the benefits of outsourcing IT support in action. Cloud-based solutions are often ideal for this.

outsourcing 62

outsourcing Technical Support Best practices Education 62

Hello Customer

FEBRUARY 6, 2020

Before Hello Customer, they didn't ask for any feedback. I love the simplicity of having just the scale and one open feedback question. People are willing and motivated to fill it in and it reflects in our response rate and the quality of the feedback. We can really get to work with the feedback we're given." The result?

Marketing 88

Marketing Feedback Surveys Consulting 88