Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Totango

NOVEMBER 5, 2021

Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . MH : There are a lot of data sources, and for us, the value of the Totango platform is the ability to integrate data from a variety of sources in order to see what is going on with the customer and create that 360 view.

Journey mapping 112

Journey mapping Accountability Marketing Metrics 112

Totango

NOVEMBER 5, 2021

Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . MH : There are a lot of data sources, and for us, the value of the Totango platform is the ability to integrate data from a variety of sources in order to see what is going on with the customer and create that 360 view.

Journey mapping 86

Journey mapping Accountability Marketing Metrics 86

Amity

FEBRUARY 8, 2017

In an ideal situation, your company will have assigned a customer success manager to each account, but such allocation of resources is usually too expensive to be realistic. This is a common practice, especially at SaaS companies who have thousands of users or have a large customer base with low ARR. Final point.

Surveys 68

Surveys SaaS Accountability Education 68

Totango

NOVEMBER 5, 2021

Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . MH : There are a lot of data sources, and for us, the value of the Totango platform is the ability to integrate data from a variety of sources in order to see what is going on with the customer and create that 360 view.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

CSM Practice

FEBRUARY 8, 2017

In an ideal situation, your company will have assigned a customer success manager to each account, but such allocation of resources is usually too expensive to be realistic. This is a common practice, especially at SaaS companies who have thousands of users or have a large customer base with low ARR. Final point.

Accountability 45

Accountability SaaS Surveys Education 45

CSM Practice

FEBRUARY 8, 2017

In an ideal situation, your company will have assigned a customer success manager to each account, but such allocation of resources is usually too expensive to be realistic. This is a common practice, especially at SaaS companies who have thousands of users or have a large customer base with low ARR. Final point.

Accountability 45

Accountability SaaS Surveys Education 45

SmartKarrot

JULY 8, 2020

There is no denying the fact that going digital is the way ahead for SaaS businesses. Digital transformation funnels down to just one thing: excelling in Customer Experience (CX). How does a digital transformation make way for a fab customer experience? It is the fastest way to lose a customer. In a survey by Accenture,?

Customer Experience 10

Customer Experience SaaS APIs Analytics 10

SmartKarrot

MARCH 30, 2021

A world-class CX is the one where the customers wish to revert, do more business, and not churn away. Look at some of the toughest Customer Experience challenges according to a recent survey by Customer Results. . Source: Customer Results. #1 1 Challenge – Developing a CX Culture and Customer-first Mindset.

Customer Experience 10

Customer Experience Metrics Multichannel Customer Care 10

SmartKarrot

JUNE 29, 2022

As customers are moving towards self-service solutions and personalization, businesses need to empower their customer service with better tools, services, and processes to ensure customer care is at the top of their priority list. What is Enterprise Customer Experience? Create and Enforce Goals for Your CX Team.

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

ChurnZero

DECEMBER 27, 2022

5/ 2022 Customer Success leadership study. Based on a detailed survey of more than 1,000 CS leaders, this is the most comprehensive study of the evolving CS landscape to date. 6/ How to transform Customer Success into a profit center with metrics and forecasting. 1/ Reimagining customer collaboration with Success Centers.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

SmartKarrot

JULY 8, 2020

Personalised and unique product experience has become the SaaS selling point. As this study in the Harvard Business Review showed, subscription customers, if given a fabulous experience, were 74 per cent more likely to renew as against the 43 per cent who didn’t have a good experience. The customer’s gone.

SaaS 10

SaaS Analytics APIs Enterprise 10