ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

Metrics 97

Metrics Calibration Accountability Customer Experience 97

ChurnZero

JUNE 21, 2019

Companies work hard to attract and win their customers. They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. A: I talk about random acts of Customer Success often.

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

JustCall

APRIL 3, 2023

Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service. This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Comm100

JANUARY 17, 2024

Automated Ticketing System Automated ticketing systems manage and route customer support tickets automatically based on predefined criteria. This streamlines the ticket handling process, ensuring that customer issues are addressed efficiently and by the most suitable agent. Now is the time to embrace this transformation.

Customer Service 79

Customer Service Chatbots Customer centricity Feedback 79

Nicereply

FEBRUARY 2, 2024

Excellent customer service is crucial to the success of an organization. A Salesforce survey found that 94% of customers are more likely to purchase again because of positive customer service. Current customer experience : The customer journey map for your business and key areas of improvement.

Education 59

Education Accountability Customer retention Journey mapping 59

JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Help Scout

SEPTEMBER 18, 2018

We’ve seen tremendous success with it at Help Scout since formalizing the initiative earlier this year, and we’re excited to share those results with you now — and hopefully spark a broader conversation about how Support-Driven Growth can benefit a range of customer-centric businesses. What is Support-Driven Growth?

Coaching 40

Coaching Customer centricity Upselling Sales 40

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

Metrics 52

Metrics Calibration Accountability Customer Experience 52

Netomi

NOVEMBER 8, 2021

Attrition for customer support agents is one of the highest (with turnover rates between 30-40%), which leads to significant hiring, training and onboarding costs. Hear how AI can improve the customer experience in this webinar featuring Greg Dreyfus from Zendesk. Improved agent experience. Knowledge Base. SLA Management.

Chatbots 52

Chatbots Enterprise Self service CRM 52

aircall

JANUARY 20, 2021

According to CX industry veteran Clare Muscutt , who is also the Founder and Director of the CMXperience, “Building a great customer experience doesn’t happen by accident, it happens by design.”. And your customer support and customer success teams play the most significant roles in ensuring a smooth customer acquisition.

Customer Experience 71

Customer Experience virtual call center Sales Customer Support 71

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. My first experience with call-back technology was via Amazon’s Customer Support.

Call Center 108

Call Center Contact Center Engineering Construction 108

ChurnZero

JANUARY 10, 2020

“Customers’ expectations for exceptional service are changing faster than ever, so it was critical to add to the Talkdesk management team a strong CCO who can provide a thorough customer perspective in executive decisions,” said Tiago Paiva, CEO, Talkdesk. 7) Brian LaReau, Vice President of Customer Success, Sureify .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

NobelBiz

DECEMBER 19, 2021

It is also worth noting that call abandonment has a direct impact on customer satisfaction. Call waiting time is one metric that tends to define the quality of a customer’s experience and that of the service. This necessitates the internal propagation of customer culture and the sensitization of all teams.

Abandon rate 52

Abandon rate Contact Center Abandon Call Wait times 52

Talkdesk

MAY 31, 2016

Our inaugural summit, Opentalk 2016, explored the of the future of customer experience. We went above and beyond to make this event interesting and valuable to all of the customer-centric business leaders in attendance. 2016 is the first year that we are handing out Talkdesk Customer Awards. Most Customer-Centric Culture.

Outbound sales 40

Outbound sales Customer centricity Interactive Voice Response Sales 40

ChurnZero

MARCH 20, 2020

Applied to Customer Success talent, it translates to possessing skills that aren’t too technical, nor too service-oriented, but rather a happy medium. As Morgan explains , “You might not have a degree in IT or finance, but you need to know how to speak their languages so you can work together to create a unified, customer-centric strategy.”

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. Thus, the need of a 360-degree customer viewpoint. This will help ensure that the data is being used effectively and that the customer experience is being improved.

Contact Center 52

Contact Center CRM Journey mapping Government 52

SmartKarrot

MARCH 21, 2023

Lead a group of customer success managers and make sure they are working towards the same goals. Metrics for customer success should be measured and analysed to find areas for improvement. Promote an organization-wide customer-centric mentality to represent the voice of the consumer and influence internal stakeholders.

Consulting 19

Consulting Consulting SaaS Benchmark 19

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. It’s different from customer support which is inbound: I have a problem right now, I need to talk to someone to solve that problem. Can you help me get that metric?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. It’s different from customer support which is inbound: I have a problem right now, I need to talk to someone to solve that problem. Can you help me get that metric?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

NOVEMBER 30, 2021

This can be more difficult than it sounds, especially with the recent evolution of Customer Success. With its intersection and overlap with departments and roles like Account Management and Customer Support, the ideal and desired Customer Success skills can seem murky and ambiguous. .

Finance 52

Finance Scripts Engineering Metrics 52

Talkdesk

JANUARY 12, 2018

In fact, a customer’s experience with support can make or break a company’s chance at repeat business: three out of every five Americans would try a new brand or company for a better service experience. You need a next-generation solution that incorporates context from a customer’s other interactions.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

In fact, a customer’s experience with support can make or break a company’s chance at repeat business: three out of every five Americans would try a new brand or company for a better service experience. You need a next-generation solution that incorporates context from a customer’s other interactions.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

SmartKarrot

MAY 4, 2022

How can product managers or teams help Customer Success Managers or teams? The product manager can ensure the CSM reduces the time to value to customers. TTV is a big metric used to measure customer experience. How can Product Teams and Customer Success Teams Empower Each other and improve customer Journey?

Management 19

Management Customer retention Upselling B2B 19

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team.

Coaching 0

Coaching Engineering Upselling Marketing 0

SmartKarrot

APRIL 30, 2021

Sustain long-term vision of continued organizational growth by developing a Customer Service team that demonstrates itself as an enabler for sales growth. Captures and analyzes trends through customer feedback to develop proactive measures to improve customer experience. Feed into the overall customer experience (i.e

Best practices 10

Best practices Customer centricity Feedback Education 10

SmartKarrot

MAY 28, 2021

It is calculated by the CES Index which measures value by asking customers to vote how easy it was to work or be associated with you. This metric is an evaluation of all your departments. Ensuring customer success will mean that the entire company should be tuned to be customer centric.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

JANUARY 18, 2022

Establish strong relationships with BIOVIA R&D and Product management leadership to ensure customer needs are well represented. Recruit, develop and manage a team of product experts who deliver high-quality customer support service to customers- Ensure technical software expertise to support products to appropriate levels.

B2B 3

B2B Customer centricity SaaS Service level 3

Totango

SEPTEMBER 1, 2020

In fact, by becoming familiar with the causes of churn and using data to identify its warning signs, it is possible to predict and reduce customer churn. Luckily, customers that receive satisfactory responses to escalations are highly likely to develop loyalty to their provider. What Causes Churn? Every business suffers churn.

Enterprise 104

Enterprise Construction Customer retention Metrics 104

Lumoa

JUNE 28, 2018

During the last 10 years HubSpot has gone far in building a truly customer-centric culture, a fantastic product and the community, that many love and are proud to be a part of. Everyone and everything is customer experience. Scale your company, scale your customer experience management. It’s simple. concludes Michael. "At

Customer centricity 64

Customer centricity Feedback Surveys Finance 64