TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Practice

MAY 13, 2020

We encourage you to explore the consolidated results of the survey to improve your understanding of business trends, to implement new customer retention strategies. The key findings arising from our survey results are as follows: Customer Engagement. They were able to communicate efficiently with customers and the company.

SaaS 83

SaaS Surveys Upselling Customer retention 83

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Education Services Group

MAY 23, 2022

In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. Who owns the renewal and upsell/cross-sell process? You know it’s a good conference if this was your only piece of feedback.). Your digital transformation is late.

Upselling 52

Upselling Sales Marketing Management 52

Education Services Group

OCTOBER 28, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice, is a world-renowned expert on customer retention, upsells, cross-sells, and customer value strategies and methodologies. Since 2013, Irit has been pivotal in shaping Customer Success best practices.

Chief Customer Officer 45

Chief Customer Officer Best practices Customer retention Upselling 45

Global Response

JULY 23, 2023

As a result, language barriers decrease or are eliminated altogether, aiding in communication and improving service levels and customer experiences. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

JustCall

DECEMBER 24, 2022

The bar is raised so high that roughly 61% of customers would switch to another brand after a single bad customer service experience! In simple words, customers don’t give second chances. As such, it comes as no surprise that 56% of businesses aim to drive better customer service experiences.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

Voxjar

MARCH 10, 2020

There’s pressure from the top to align the performance of the customer service team with the goals of the entire organization. Your starting to hear the acronym KPI tossed around at conferences and even between members of the executive team. Gather valuable customer data for product and service improvements. First Response Time.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

SmartKarrot

JULY 27, 2022

Provide ongoing training, support and guidance to ensure the team is well equipped to provide industry-leading customer success services and proactive support. Identify and implement customer success tools, strategies, and tactics to ensure process efficiencies and scalability of a fast-growing company.

Engineering 19

Engineering Finance Best practices Upselling 19

JivoChat

APRIL 8, 2021

Contrary to what many may believe, business is no longer about products or driving profit—it’s about customer engagement. 81% of marketers expect to compete almost entirely based on the customer experience. Customer engagement tools are the key to a profitable customer experience.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

JustCall

NOVEMBER 24, 2022

Create a clearly defined plan that gives structure to your presentation, like a good pitch, to increase conversion rates, convert more leads into deals, and ensure that all of your sales reps deliver positive and consistent customer experiences. This can offer upsell and cross-sell opportunities or referrals from satisfied customers.

Sales 52

Sales B2B Surveys CRM 52

Amity

FEBRUARY 2, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. May 10-12 - Pulse 2016 Conference.

SaaS 80

SaaS Education Customer retention Sales 80

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. While attending this year’s Gainsight Pulse Conference, the significance of human-touch was made clear across the board. vCSMs deliver more customers who…. Renewal loss.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . 2020 will be all about putting customers’ experience and success at the forefront of all departments across the company. . .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Mindtouch

APRIL 30, 2018

Grafham builds on this idea in his LinkedIn post Scaling Customer Success : What do you want your customers to be doing with your service? What and how much of your service is a ‘good customer’ who renews/upsells using?

SaaS 48

SaaS Upselling B2B Self service 48

SmartKarrot

JANUARY 20, 2021

Provide real-time visibility into customer happiness and drive the right actions at the company to deliver a terrific customer experience. Build and implement a program to help customers deploy Lockstep’s best practices and get the maximum ROI from their investment in Lockstep.

Banking 10

Banking Best practices Engineering Upselling 10

SmartKarrot

FEBRUARY 15, 2022

You need to retain customers, and the best way to do that is with winning customer success strategies. A key aspect of customer retention and customer success is ensuring you get customer loyalty. Customer marketing is vital to enhance customer experience.

SaaS 10

SaaS Education Upselling Technical Support 10

CustomerSuccessBox

DECEMBER 24, 2021

Reimagining the way processes work can tremendously improve customer experience. This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression. Consider surveying your customers at significant points in your interaction with them.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

SmartKarrot

APRIL 5, 2021

This can be done by product education, improved user onboarding, optimised customer relationships, and better adoption. Expansion revenue is the revenue generated from customers who are existing in the database. It measures revenue from add-ons, upsells, cross-sells and more. Expansion Revenue. Network Effects.

Metrics 10

Metrics SaaS Upselling Engineering 10

SmartKarrot

DECEMBER 3, 2020

This list of new year’s resolutions will help customer success managers handle their priorities well for a successful run at the customer front. With the Coronavirus pandemic that has shaken the world in 2020, it is important to look for improvements in customer retention in 2021. Create a customer-centric culture.

Management 10

Management Customer centricity Journey mapping SaaS 10