CustomerSuccessBox

JULY 27, 2020

Since attracting new customers may seem out of reach right now, retaining old ones is a key ingredient in boosting customer retention rate. Once everyone on the team is fully equipped with the tools, connectivity, and coaching to communicate effectively with one another, they can then set out to do the work they need to do.

Customer retention 52

Customer retention SaaS Finance Feedback 52

ChurnZero

NOVEMBER 4, 2022

To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. The biggest upset the industry has seen as of late is investors prioritizing and scrutinizing customer retention rates.

SaaS 98

SaaS Customer centricity Finance Best practices 98

JustCall

NOVEMBER 25, 2022

The most beneficial aspect of this product is that it requires no commitment and is mainly used for agent call monitoring, evaluation, and coaching. Enthu.AI’s salient characteristics include: Use cases: 100% call monitoring, agent evaluation, and customized coaching are the main use cases.

Real estate 52

Real estate CRM Coaching Contact Center 52

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

Customer Relationship Metrics

JULY 26, 2017

The best contact center agents also are the best marketing people, sales people, finance people, and trainers. This results in higher profits, lower costs, higher customer retention and referrals. They were built when customer retention and referrals were not seen as top-of-mind issues and when cost containment drove decisions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

SmartKarrot

DECEMBER 7, 2022

Build strong relationships of trust & collaboration across internal key functions, including Sales, Product, Engineering, Finance, Legal, HR, and Marketing. Your objective is to create a world-class customer experience that minimizes customer churn, maximizes customer retention, and expands existing account revenue.

Customer retention 19

Customer retention Finance Accountability Coaching 19

TechSee

JUNE 25, 2019

The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5 Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations.

Technology 122

Technology Customer Service Gamification Contact Center 122

Balto

AUGUST 3, 2022

From training and coaching to software enhancements, investments allow you to scale your output without hiring, automate repetitive tasks, strengthen your funnel, and improve cross-functional collaboration and visibility. Customer acquisition is five to twenty-five times more expensive than customer retention.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SmartKarrot

FEBRUARY 25, 2021

Develop and nurture cross-functional partnerships across the entire TargetCW organization including software, sales, marketing, finance and operations which impact overall customer success and drive customer retention and revenue growth. Achieve specific targets for retention, expansion, and other key revenue targets.

Journey mapping 10

Journey mapping Finance Customer retention Upselling 10

SmartKarrot

JUNE 4, 2021

Role: Director of Customer Success Location: Denver Metropolitan Area, US Organization: Terrayn Dispensary Marketing As a Director of Customer Success, you will ensure high-quality value delivery of the marketing services to guarantee customer retention and customer success.

Finance 10

Finance Banking Accountability Customer centricity 10

SmartKarrot

JUNE 1, 2021

Ensure that the data is well collected and analyzed in order to provide robust and ranked customer requirements to the project team. Support & coach the team on the methods and quality tools needed to reach Robustness, Customer satisfaction and Quality targets.

Best practices 10

Best practices Finance Benchmark Upselling 10

SmartKarrot

DECEMBER 16, 2020

Develop listening points in customer journey map e.g., usage, satisfaction, and development opportunities, with standardized interventions for each point in the journey. Partner with senior sales leadership to identify opportunities for customer and business development, including process improvement.

Journey mapping 10

Journey mapping Finance Upselling Coaching 10

SmartKarrot

OCTOBER 29, 2021

The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. Thanks to their extensive experience coaching and interacting with customers, CS teams have an exclusive perspective as they are on the frontlines of the customer-company relationship.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

Balto

SEPTEMBER 18, 2023

It enhances your agents’ performance, resulting in higher revenues, a higher first-time resolution rate, minimal human error, and a better overall customer experience. Real-time agent assistance also accelerates the onboarding process and helps managers coach new agents with on-the-job guidance and support.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

SmartKarrot

JUNE 23, 2022

Forge relationships with Sales, Marketing, and other leaders to promote collaboration in order to deliver collectively for the customers. Design processes to drive growth, reduce churn and create feedback loops across your Customer Pods. Collaborate cross-functionally with internal Datadog teams (support, product, finance, and legal).

Education 3

Education Finance Accountability Coaching 3

SharpenCX

JANUARY 14, 2020

Every day you and your agents tackle the biggest problems your customers face. And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting more resources for call center improvements. Through all of it, you’re tasked with managing the most overwhelming metric — customer satisfaction.

Call Center 76

Call Center Customer Service Morale Finance 76

NobelBiz

APRIL 11, 2023

It’s also rumored that ChatGPT might render a good number of jobs obsolete, careers in education, finance, software engineering, journalism, and graphic design are under jeopardy. ChatGPT can also provide feedback and coaching to agents, helping them improve their skills and performance.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

ChurnZero

APRIL 27, 2021

Early-Stage Funding & Customer Success. million round of financing led by Grotech Ventures in 2017. A: Very few of our early-stage investments have a Customer Success team at the time we invest. We coach our companies to staff for Customer Success from day one. Let’s hear what they each had to say. .

SaaS 98

SaaS Metrics Sales Marketing 98

Tethr

JUNE 22, 2020

We’ll also show you the insights that matter and the actions that make a difference in the customer journey. Ask yourself how you will use this insight to improve existing business processes, technology or help your organization coach and support employee skill-building to resolve the issue.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

Amity

FEBRUARY 21, 2018

We interviewed a number of Customer Success leaders and asked them what a brand new hire needs to know upon starting their Customer Success gig. Stephen O’Keefe, Director of Customer Success, advises: “Get technical. Finance: understand financial reports, build a budget, and interpret business models.

Upselling 77

Upselling Sales Finance Analytics 77