ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. SaaStock North America Date: June 22-24, 2020 Location: San Francisco.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

PeopleMetrics

JANUARY 20, 2015

I was at a conference once, riding a loud charter bus toward a free dinner. Listening and Responding to Customer Feedback. Cater to the customer''s individual need? That''s why it''s so important for companies to listen and respond to their customers. We''ll call the colleague Michael.) Little help?".

Customer Experience 108

Customer Experience Customer centricity Construction Feedback 108

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? First, customer retention rates are always measured based on a specific timeframe, typically monthly, quarterly or annually. Your call center.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

ChurnZero

AUGUST 15, 2024

One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. Now, back to crafting those perfect customer experiences—happy retaining! How to leverage AI for customer retention by identifying actionable trends.

Customer retention 52

Customer retention Management Accountability Analytics 52

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 265

Gamification Big data Personalization Feedback 265

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If Madeline Evans, Digital Customer Success Manager. Thankfully they are all available now On-Demand !)

Best practices 105

Best practices industry standards Customer centricity Sales 105

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

Joe Rawlinson

DECEMBER 13, 2018

Lead generation : Marketers who customize content can expect to generate more leads than their less agile counterparts. Customer retention: The last benefit is critical since personalization improves customer loyalty and turns consumers into brand advocates. Scott`s the biggest passion is blogging and traveling.

Personalization 111

Personalization Marketing Education Sales 111

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Callminer

AUGUST 6, 2019

Take feedback from users during the trial period. Customer service executives should be able to handle the software within a few hours.” – What to think about when choosing call centre software , Irish Tech News; Twitter: @Irish_TechNews. It’s no different when it comes to delivering on the customer experience.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

ChurnZero

JANUARY 13, 2022

“Our customers are our inspiration, and we grow as they grow. We love hearing them, learning from them and implementing their feedback directly into the Bob platform. Bill Mahoney, Chief Customer Officer, ComplySci. Raman Kumar, Chief Customer Officer, SafeBreach. Follow Chris on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

CX Journey

MARCH 3, 2015

Promising is the fact that Jim did mention the member, member feedback, and the member experience in the earnings call. And I''m a bit skeptical when someone (their CFO) says: We are getting excellent feedback on the product, as Jim mentioned 90% really like it. It''s the only guarantee of long-term customer loyalty.

Advertising 67

Advertising Coaching Feedback Customer retention 67

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 88

Customer Experience Surveys Analytics Customer retention 88

ChurnZero

SEPTEMBER 14, 2018

Last week wrapped up the 7th annual INBOUND conference hosted by HubSpot. INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. Check out our top ten Customer Success takeaways from INBOUND 2018. Focus on retention. .

Education 66

Education Customer retention B2B SaaS 66

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Then be sure to register for BIG RYG , ChurnZero’s upcoming virtual conference built for current and future leaders in Customer Success. . . Customer Success Around the Web.

SaaS 59

SaaS Metrics Best practices Customer retention 59

ClientSuccess

NOVEMBER 22, 2022

These groups of customers provide companies with messaging, positioning, and product strategy but only one aspect of many ways marketers should be working on getting to know their consumers better than ever before. Customer advisory boards are a great way for companies to get feedback from their target consumers.

Marketing 69

Marketing Education Feedback Surveys 69

Fonolo

JANUARY 14, 2020

Here, Jeannie gives her thoughts on the latest industry news, strategies and tactics to improve your customer journey, and round-ups of the conferences and events she attends. . Top Pick: 5 ways to instill customer-focused values throughout your organization. Nice Reply. And their blog reflects that aim very well too.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Kayako

MARCH 21, 2017

. “The most picky and hard-to-please customers are also the ones leaning in the most who are trying to make your product a crucial part of their workflow. Leaning in and embracing the constant feedback about areas to improve will provide insights and opportunities to make things better for all of your customers.”

Education 84

Education Best practices Feedback Personalization 84

ClearAction

DECEMBER 16, 2017

In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How visible is it to your employees?

Customer centricity 54

Customer centricity Customer retention Consulting Consulting 54

CallSource Insights

NOVEMBER 29, 2022

Your company’s reputation isn’t just important from a customer acquisition perspective; it also affects your bottom line in terms of sales as well. A good reputation often leads to higher customer retention rates and more repeat purchases, which translates into more revenue for your business over time.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Nicereply

MAY 14, 2019

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Customers feel like the relationship is a give and take situation – and this relationship continues even beyond the initial sale. Communities are powerful. The benefits of communities.

Sales 76

Sales B2C B2B Customer retention 76

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

PeopleMetrics

MARCH 1, 2017

This will help you capture a wide range of customer interactions from your first interaction, buying a product and using your support team. Step 2: Plan how to capture their feedback. The ability to keep feedback anonymous. Step 4: Analyze the feedback. Examples include iTracks , or Artafact. Polling questions.

Feedback 63

Feedback Sales Customer Experience Personalization 63

aircall

FEBRUARY 23, 2017

Advocacy refers to a customer whose loyal, emotional attachment to your brand compels them to actively endorse it. Word of mouth recommendations, referrals, serving as references, and speaking at conferences on your behalf are all possible for an engaged advocate. Customer retention is key.

B2B 79

B2B Advertising Customer advocacy Customer retention 79

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. It streamlines content delivery and doing so at the appropriate time can keep customers not only educated, but engaged, without adding fatigue.

Journey mapping 98

Journey mapping Best practices Education Metrics 98

Stratifyd

JULY 9, 2019

. — July 9, 2019 — Stratifyd announced today that is has been selected to present its AI-powered analytics platform at FinovateFall 2019 , the world’s most influential fintech conference which showcases the most successful and innovative banking and financial technology. To learn more visit www.stratifyd.com. About FinovateFall.

Analytics 40

Analytics Banking Enterprise Customer retention 40

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. These might include providing product feedback or internal collaboration. Ensure successful adoption of our product and maximize customer value through effective knowledge transfer and support.

SaaS 52

SaaS Upselling Enterprise industry standards 52

aircall

MAY 11, 2017

It allows teammates to confer with one another before transferring a call, without losing the customer on the line. Combined with a representative’s pleasant demeanor and an explanation of why they are being put on hold, the “warm” transfer feature takes frustration out of being transferred for customers.

Interactive Voice Response 91

Interactive Voice Response voip Call Logging First call resolution 91

CSM Magazine

AUGUST 31, 2023

Provide proactive support: Provide proactive support by anticipating the customer’s needs and offering personalized assistance before they ask for it. Use customer feedback: Use customer feedback to improve the customer experience and tailor your approach to better meet their needs.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

aircall

MAY 11, 2017

It allows teammates to confer with one another before transferring a call, without losing the customer on the line. Combined with a representative’s pleasant demeanor and an explanation of why they are being put on hold, the “warm” transfer feature takes frustration out of being transferred for customers.

Interactive Voice Response 89

Interactive Voice Response voip Call Logging First call resolution 89

PeopleMetrics

APRIL 28, 2015

conference organized by MoSA. Customer loyalty and customer retention are at risk. This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Bankers Association G.R.O.W.T.H So, how do you evolve in an ever changing banking world?

Banking 79

Banking Customer Experience Surveys Finance 79

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. 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

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

Integrity Solutions

JULY 26, 2019

From an operational point of view, the concerns were largely related to managers’ inability to move the needle on results or coach effectively, as well as the continuous cycle of agent turnover and the time it takes to get agents ready to interact with customers. Contact Center Challenges: Behind the Numbers.

Coaching 64

Coaching Scripts Contact Center Call Center 64

Education Services Group

MAY 20, 2022

I lock my laptop and go into a conference room to answer. Stop chasing your definition of value…unless it aligns with your customers’. Stop chasing customer surveys that aren’t actioned. Read the responses your customers are taking the time to submit. Before I can say anything, I can tell that she has been crying.

Metrics 98

Metrics Construction Surveys Best practices 98

Education Services Group

APRIL 27, 2022

CES (Customer Effort Score): For a metric that has the potential to be a real-time feedback avenue for customers, why does the way we ask this question seem like a kid seeking praise from a parent after doing a summersault? It feels awkward to me, like we are desperate in our attempt for the customer to validate our process.

Metrics 98

Metrics Surveys SaaS CRM 98