Nicereply

MARCH 23, 2021

He frequently writes on his personal blog about SaaS customer success. Micah Solomon – Author of many great books ( you can find free chapters here ), regular Forbes contributor and customer service consultant. Customer Service Podcast Hosts. ” podcast (formerly the Focus on Customer Service podcast ).

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Blueship Call Center

APRIL 10, 2023

Are you considering outsourcing your customer care department? For several reasons, many firms are thinking about outsourcing their customer support. A company might not always have the means or the motivation to offer top-notch customer service. Outsourcing customer support is useful in this situation.

outsourcing 40

outsourcing Customer Service Call Center Customer Care 40

ProProfs Blog

FEBRUARY 7, 2020

The engagement continues until issues are addressed to the satisfaction of customers. . However, customer support should never be seen as a touchpoint for inbound sales. By definition, customer support can be considered as the technical arm of customer care. And customer support is just one such interaction.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ChurnZero

JUNE 12, 2020

It depends on your go-to-market (GTM) strategy and your product complexity, but there are generally four functional groups: Professional Services (also referred to as onboarding), Customer Care, Customer Success Management, and Customer Success Operations. When should I add Customer Success Operations?

SaaS 80

SaaS Metrics Customer retention Analytics 80

SmartKarrot

MAY 27, 2020

Customer churn is one of the biggest woes of SaaS companies. Companies spend a hefty amount of money on acquiring a new customer. But when the SaaS customer cancel subscription before the customer acquisition cost is recovered, it becomes a point of concern. Fail to get ROI. Conclusion.

SaaS 10

SaaS B2C Customer retention Consulting 10

CSM Practice

MAY 21, 2020

The spread of COVID-19 has had a huge impact on many aspects of our lives, customer success is no different. Customer engagements abruptly slowed down and within days were put on hold or stopped completely. At that time, did customers care about value and success? Did anyone care about KPIs?

SaaS 52

SaaS Surveys Best practices Customer Care 52

Answer Dash

MAY 7, 2018

Brands with effective omnichannel engagement programmes keep 89% of customers,” ( Aberdeen Group ). Customer Experience Capabilities “For 75% of B2B organizations and 40% of B2C organizations, customer experience management is still an immature capability with a fragmented, uncoordinated approach and no clear leader,” ( Gartner ).

Customer Experience 54

Customer Experience B2C B2B SaaS 54

Certified Languages International

FEBRUARY 22, 2021

million people as of the 2019 American Community Survey , is bigger than the entire population of Italy. Providing a good experience builds trust and, in turn, creates loyal customers who bring in more customers who bring in more customers. And your customers want to shop in their language, too. This number, 67.8

Contact Center 52

Contact Center Government Healthcare Banking 52

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 111

Journey mapping Accountability Marketing Metrics 111

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.

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 85

Journey mapping Accountability Marketing Metrics 85

Jon Arnold

MARCH 29, 2019

Similarly, they must learn how to sell subscription-based services, and adopt the cloud with its SaaS-based MRR business model. The technology may be new for them, but the underlying problems they’re trying to address for customers are not new at all. Wow – in this day and age, 2018, you’d think we’d be way past that by now.

Enterprise 45

Enterprise Sales B2B SaaS 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.

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.

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

SEPTEMBER 8, 2021

This book should be a must on your book shelf as it brings home the pertinence of Customer Experience (CX) and gives business a roadmap for getting it right. When you put your customer at the heart of everything, you tend to understand a customer better, delve into their surveys and data, personas, and route through their journey mapping.

Customer Experience 11

Customer Experience SaaS Journey mapping Customer Care 11

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

CCNG

DECEMBER 6, 2023

Gallup’s recent survey has terrifying new data on the state of workplace relationships…indicating that 60% of workers feel emotionally detached at work with 19% being outright miserable. I was recently teaching a Customer Experience workshop for in Orlando, Florida. But wow are we missing the boat.

CCNG 195

CCNG Healthcare Consulting Consulting 195

SmartKarrot

MARCH 30, 2021

Before we dive right in, it is essential to know what is Customer Experience? 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. .

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?

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

Amity

JANUARY 22, 2014

The panelists included Mario Da Roza (Director of Customer Care at Trapeze Group), Kristian Gaetano (Manager, Customer Success at Achievers), Dave Strang (Team Lead, Professional Services at Achievers) and Jessica Weisz (Chief Customer Office at SoapBox). The event consisted of a panel discussion.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

Lumoa

MARCH 12, 2023

Improving your customer experience always pays off for your business. Most companies have a good gut feeling about the top issues customers care about, but it’s hard to quantify and prioritize those issues. A CX platform offers: Improved customer engagement. Consider customization options. It is the safe choice.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

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

ProProfs Blog

MARCH 29, 2019

You email customer support in a hurry, right? This email is basically a trouble ticket for the customer support and a help desk software enables them to track the ticket. Dimensional Research conducted a survey among various customers asked them about the one factor that affects their loyalty towards the company – the most.

Customer Support 112

Customer Support Surveys Banking Feedback 112

SmartKarrot

FEBRUARY 16, 2022

Here are some numbers defining its significance – Despite the growing demand, overall customer satisfaction was up by only 2% across most channels by 2020. 48% of small businesses across the globe have improved their customer service and have seen a positive impact on their business. How does Gen Z see customer experience?

Customer Experience 10

Customer Experience B2B Advertising B2C 10

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. 1/ Reimagining customer collaboration with Success Centers. Want more of our most popular Customer Success content?

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Help Scout

JULY 20, 2021

Don’t make your customer do all the work Would you prefer that someone walk you through a customer service solution or just painlessly fix the issue for you? Hubspot cited a Customer Contact Council survey based on 75,000 customers. Here’s a typical example: Imagine you’re on the support team for a SaaS product.

Sales 145

Sales Feedback Metrics Surveys 145

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

JivoChat

AUGUST 9, 2021

According to a 2019 Microsoft report , 90% of respondents said customer service has a significant influence on the brands they buy from—and stick with long-term. Today, many customers care more about experience than product or even price. Or, if you’re a SaaS/B2B brand, you might try something like Evernote does here: Source.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

According to a 2019 Microsoft report , 90% of respondents said customer service has a significant influence on the brands they buy from—and stick with long-term. Today, many customers care more about experience than product or even price. Or, if you’re a SaaS/B2B brand, you might try something like Evernote does here: Source.

Personalization 52

Personalization Customer Service B2B SaaS 52

3CLogic

MARCH 5, 2021

Business leaders can sometimes focus too closely on the operations side of the organization, and lose sight of what the customer is experiencing. Leverage tools like CSAT scores, customer surveys, speech analytics, and sentiment analysis to truly understand how your customers feel.

Customer Experience 75

Customer Experience Enterprise SaaS Customer retention 75

Callminer

OCTOBER 11, 2018

If you give your operators clear guidelines to solve commonly occurring problems things will run more smoothly, wait time will be cut down, and best of all, your customers will be very pleased. . Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Ben M Roberts @Roberts_Ben_M. Brian Dooley @Brian_Dooley.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. It’s easy to find authoritative articles, like this one , that claim customers love to use social media for customer support—and they have statistics to back it up.

Customer Care 48

Customer Care Customer effort Customer Support SaaS 48

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty.

B2C 64

B2C B2B Advertising Accountability 64

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

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty.

B2C 40

B2C B2B Advertising Accountability 40

SmartKarrot

NOVEMBER 4, 2021

UserRepor t is a customer feedback tool that centers around two primary widgets, one being a survey widget and the other being a feedback widget. This can run as an integrated part of your website or mobile app and allow you to interact with your customers directly. Without any further ado, let us get into the topic right away.

Feedback 10

Feedback Surveys Upselling B2B 10