CSM Practice

DECEMBER 29, 2020

Today we are talking about your business and how to achieve success with your existing customers. With us today we have Irit Eizips, a customer success thought leader whose mission is helping startups to fortune 100 enterprises, establish proactive and scalable customer retention and expansion selling strategy.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

NobelBiz

FEBRUARY 22, 2023

Intuition will not teach you how to optimize your call center operations or meet your key performance indicators. They may also see how a certain option affects call times, conversion rates, and handling times. Improved customer retention Many organizations suffer from high churn, especially in customer retention.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Customer Relationship Metrics

JULY 26, 2017

When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. This results in higher profits, lower costs, higher customer retention and referrals. And it sets agents up to fail in a customer-centric world.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

NobelBiz

JUNE 19, 2023

This enables them to identify areas for improvement and provide timely feedback and coaching to agents. Advanced Monitoring Tools: Equipping supervisors with advanced monitoring tools that offer real-time analytics and insights enhances their ability to monitor and respond to customer interactions effectively.

Call Center 52

Call Center Coaching Contact Center Metrics 52

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Profitability wasn’t a focus or concern.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Balto

SEPTEMBER 12, 2023

In this guide, we delve into the driving factors behind customer experience evolution, how you can develop a customer-centric culture, make the most out of emerging AI (Artificial Intelligence) tech, and maintain customer trust and loyalty.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Global Response

FEBRUARY 9, 2023

All of these spectacular experiences often come from an initial obsession with the customer’s needs and desires. Starbucks While Starbucks hasn’t always been a customer-centric company, its pivot toward customer obsession in recent years provides a great example for other companies to follow. Ready to perfect your CX?

Customer centricity 62

Customer centricity Feedback Customer retention Customer Experience 62

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Totango

OCTOBER 20, 2022

Let’s start by defining what a customer success manager does so we have a clear CSM meaning in mind. A customer success manager helps customers continually see value in your product by helping them discover new features and teaching them how to use your product to their maximum benefit. Coaching and training.

Management 91

Management Upselling Coaching Best practices 91

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics SaaS Surveys Self service 52

ProProfs Blog

DECEMBER 12, 2019

Every business aims to be customer-centric now. Only a company that makes its customers’ prime focus can stand out from the crowd and gain recognition. Customer support? Whatever be the case, it is only a good customer experience that can make you recommend it to your loved ones. . Learn how to enjoy your work.

Customer Experience 120

Customer Experience Customer Service Advertising Customer retention 120

SharpenCX

JANUARY 21, 2020

When you treat your customers like a valuable piece of your corporate puzzle they’re going to be more loyal. And those loyal customers pack on a higher LCV and ROI than new customers. Reese found that customer-centric companies fulfill the big picture needs of customers. Access to customer information?

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

Integrity Solutions

SEPTEMBER 28, 2023

Because the customer experience (CX) will mirror your employees’ experience, your mission, vision and values have to be clear and embedded into the culture. Clearly define what “customer-centric” actually means as a core value in your organization, and then pull it through into your customer service training.

Customer Service 106

Customer Service Coaching Contact Center Banking 106

Tenfold - Contact Center Blog

AUGUST 10, 2018

While it might seem like it’s back-breaking to get a customer to buy, today’s empowered customer is also loyal–as long as they get their money’s worth. Businesses love to declare they’re customer-centric but fail to keep their customers. Great customer experience is an organization-level pursuit.

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

Integrity Solutions

JULY 28, 2022

This resurgence and importance of the human aspect in customer service has risen steadily along with the increased adoption of AI and automation. AI is often sufficient for addressing the simple problems and helping customers who prefer to go the self-service route. How to Humanize the Contact Center Experience. The Observe.AI

Contact Center 52

Contact Center Coaching Metrics Self service 52

aircall

JULY 6, 2022

Experts agree: It pays to prioritize the customer experience. To help you craft a seamless CX journey from start to finish, we’re taking a look at how to unlock the benefits of customer experience analytics , what this means for your contact center , and how you can upgrade it to deliver delightful experiences from every interaction.

Analytics 62

Analytics Call Center Customer Experience Interactive Voice Response 62

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. Why This is a Great Time to Change Your Customer Habits.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Balto

NOVEMBER 2, 2023

A contact center is considered successful if it’s customer-centric. In other words, every action and decision should directly contribute to higher customer satisfaction levels. Technology can also help contact centers guide and coach agents by easily identifying their strengths and weaknesses.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

3CLogic

DECEMBER 10, 2021

Unfortunately, an August Market Study from CCW shows that only about 40% of customers think companies have gotten better at delivering great customer experiences via phone and digital channels in the last year. How An Effective Customer Experience Strategy Affects The Bottom Line. Improves Customer Retention.

Contact Center 52

Contact Center Coaching Analytics Customer centricity 52

Fonolo

JANUARY 14, 2020

Top Pick: Creating a winning customer-centric marketing strategy. Bliss is a fitting last name for the Founder and CEO of CustomerBliss, which focuses on improving the lives of customers in any industry. Jeanne has been helping companies create deeper relationships with their customers for over 35 years. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Be clear about how to succeed.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Horizon CX

MARCH 25, 2019

In customer-centric organizations, issues are resolved with the customers’ best interests in mind. Great customer experience is an organization-level pursuit. CX leaders worth their salt are steadfast in cultivating customer-centric practices and a culture that puts the customer first.

Customer centricity 45

Customer centricity Employee engagement Construction Coaching 45

Return Customer

AUGUST 15, 2018

Several insights can be ascertained, like trends in customer complaints, geographic trends and time differences between product purchases and initial complaints. More training for customer care executives = More satisfied customers. Then they will automatically take care of your customers.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Kate Nasser.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

SmartKarrot

JANUARY 20, 2023

Build an efficient customer success function, driving meaningful impact on customer satisfaction, retention, and overall revenue. Responsible and accountable for overall customer satisfaction and retention overseeing customer onboarding, account management, and expansion.

Government 19

Government Upselling Accountability Customer centricity 19

NobelBiz

FEBRUARY 13, 2024

Seamless CRM integration enables call centers to offer personalized customer service by providing agents with immediate access to customer histories, preferences, and prior interactions. This integration is crucial for delivering a customer-centric experience.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Coaching 0

Coaching Engineering Upselling Marketing 0

SmartKarrot

NOVEMBER 2, 2020

These services aim to augment customer satisfaction and net retention. Their customer-centric approach automatically improves the CSM ratio as well. Based out of Europe, it offers operational consultancy services to the evolving needs of the customer of today. Customer Success Enablement. Infinipoint.

Consulting 10

Consulting Consulting Coaching SaaS 10

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Sue Nabeth Moore. Nils Vinje.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

pindrop

OCTOBER 21, 2021

Contact centers have been constantly transforming and reinventing themselves with a focus on improving customer experience. Growing call volume, greater competition for customer retention, and pressure to increase revenue have all contributed to contact centers becoming the focal point of customer interactions.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57

Education Services Group

OCTOBER 25, 2022

Or, if a CFO needs to make cuts, how presumptive will they be about seeking cuts from CS? Chris Hicken (CH): The way that I would coach CS people to talk to their CFOs is to start by looking at the unit economics of the business. How do we make CS a high functioning, the best functioning organization in the company? Being an

Marketing 52

Marketing Sales Customer centricity Accountability 52

Netomi

FEBRUARY 28, 2022

I think that the trend that will dominate in the next couple of years (not just in 2022) in CX will be ‘personalization’ and learning how to create a personalized experience not only for luxury products/services but for all industries. It’s a simple yet effective way to retain customers in a busy world.”. Connect with Dione.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Amity

FEBRUARY 21, 2018

Things to consider for your career in Customer Success: Is Customer Success For You? How to Nail Your CSM Interview. How to Become a Top Performer. Is Customer Success For You? First, can you easily answer the question “what is Customer Success? How to Nail Your Customer Success Interview.

Upselling 77

Upselling Sales Finance Analytics 77