CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. During that time, we noticed that the live chat market was growing increasingly competitive.

Sales 111

Sales Customer Experience Upselling Self service 111

ChurnZero

MAY 3, 2022

“Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. Start with: CSM Mastermind: Sharing Customer Feedback Effectively. CSM Mastermind: Handling High-Risk Customers and Preventing Churn. 2: CSM Practice.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

Global Response

MARCH 13, 2024

Challenge #1: Understanding customer needs and expectations One of the primary challenges businesses face is understanding customers’ evolving needs and expectations. As customer behavior and preferences change, businesses must adapt quickly to meet these expectations.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Global Response

FEBRUARY 26, 2024

Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools. Use this feedback to regularly improve your service and product offerings. LET’S CONNECT As all managers know, empowering employees to make customer-centric decisions is key.

Call Center 62

Call Center Customer Service outsourcing CRM 62

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections.

SaaS 98

SaaS Customer centricity Finance Best practices 98

JustCall

AUGUST 7, 2023

In fact, the strategic use of AI in sales and marketing can automate the entire value chain and make businesses even more profitable. At the same time, advancements in conversational AI have made it possible for chatbots to imbibe empathy and active listening to pivot conversations in response to customer reactions.

Chatbots 52

Chatbots Sales Surveys Upselling 52

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

JANUARY 18, 2024

Key responsibilities include securing customer renewals and expansions, which are measured by gross revenue retention (GRR) and net revenue retention (NRR). If a company needs to hire a chief marketing officer (CMO), they’ll find many marketing leaders with 20 or 30 years of experience.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

CSM Magazine

MAY 16, 2023

The Voice of Customer (VoC) is an invaluable asset for businesses, providing crucial insights into the needs, preferences, and feedback of customers and prospects. By actively listening to the Voice of Customer, businesses can gain a deeper understanding of their target audience, their pain points, and their expectations.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

Win the Customer

JANUARY 20, 2020

This also results in building more opportunities for upselling and cross-selling. It’s similar to how a store clerk greets customers when they step into a store. Better customer understanding – All businesses would do better if they were in a position to target their customers better.

Chatbots 159

Chatbots Feedback Surveys Sales 159

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer. Super-charging Customer Acquisition.

Advertising 98

Advertising SaaS B2C Engineering 98

Totango

SEPTEMBER 13, 2022

Promote customer engagement. Increase overall customer health for an improved customer retention rate. Build a brand reputation as a customer-centric business. These benefits make customer success playbooks invaluable for SaaS companies. How Do You Use Playbooks For Customer Success? Onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Quality Contact Solutions

JANUARY 27, 2022

One technique is to follow up with customers after a transaction or just after delivery. The risk, you may think, is that you may receive feedback that something did not go as well as you hoped, but now you can address it, and your customer knows you cared about their business enough to find out how they felt proactively.

Sales 98

Sales Upselling B2C Best practices 98

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed.

B2B 62

B2B Enterprise Best practices Upselling 62

Netomi

FEBRUARY 21, 2024

Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention. The airline achieved an impressive 87% resolution rate of customer issues with no human intervention. In 2022, the chatbot market size was valued at $4.7 billion by 2028.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

ChurnZero

MAY 3, 2022

“Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization. Start with: What is Customer Experience?

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Lumoa

NOVEMBER 29, 2021

It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers. As a leader, you often know what your customers think about your products and services, and where are the key improvement areas. Not always, but often.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

JustCall

MARCH 28, 2023

By involving them in customer satisfaction, revenue generation, and growth-related metrics, agile approaches empower support teams to redefine their roles within the organization and contribute to revenue-generating activities like retention, upselling, and cross-selling. Learn more about it here.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

Playvox

SEPTEMBER 30, 2022

Salesforce reports that 48% of customers have left a brand for better customer service elsewhere, and 94% say good customer service makes them more likely to buy again. Your team also builds revenue through cross-selling and upselling. Talking to marketing? Good reporting relies on the right tagging structure.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

delighted

MARCH 30, 2021

This makes them more likely to talk about your company (naturally) and drive new customers through word-of-mouth marketing. According to one study , companies who improve engagement increase their ability to cross-sell by 22% and upsell by as much as 51%. The best thing you can do is listen to your customers.

Feedback 52

Feedback Surveys Upselling Customer centricity 52

JivoChat

APRIL 16, 2023

You need a strategy that considers all the different aspects of ecommerce, from marketing and product selection to payment processing and fulfillment. Let’s explore how to develop an effective ecommerce plan that will keep your customers happy and help you increase profits. Of course, it’s slightly different in the market.

Analytics 82

Analytics Engineering Advertising Sales 82

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

CustomerSuccessBox

MARCH 10, 2022

Gather the feedback and make them brand advocates. Now it’s about collecting their valuable feedback for the company to make an improvisation of the product for the better and also help other folks to think of buying your product for the benefits they made. For customer advocacy, write case studies, and ask for referrals!

Management 52

Management Customer retention SaaS Customer advocacy 52

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. He writes about designing a compelling customer experience process and training your team to implement it. Regularly update training materials based on customer feedback.

Customer centricity 334

Customer centricity B2C Feedback Upselling 334

JustCall

APRIL 5, 2023

What is customer success software, and why use it? Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. Customer Success Management Strategy 1.Setting

Management 52

Management CRM Analytics Customer retention 52

SmartKarrot

DECEMBER 13, 2023

Customer Success For Growth Customer success is not merely a department within your organization; it is the very heartbeat of sustainable growth. In a world where customer expectations are evolving rapidly, businesses must go beyond traditional models and embrace customer-centric approaches.

Engineering 10

Engineering Customer centricity Upselling Feedback 10

SmartKarrot

DECEMBER 13, 2023

Customer Success For Growth Customer success is not merely a department within your organization; it is the very heartbeat of sustainable growth. In a world where customer expectations are evolving rapidly, businesses must go beyond traditional models and embrace customer-centric approaches.

Engineering 10

Engineering Customer centricity Upselling Feedback 10

aircall

DECEMBER 9, 2016

This presents you with opportunities for upselling and capitalizing on their loyalty towards a mutually beneficial relationship. But by upselling your existing customers and enticing them to make further purchases as they grow, it can ultimately yield a much higher ROI for your own business. Never stop evolving.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Squelch

JULY 23, 2019

In part one of our interview with Irene , we discussed the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization. How has the role of customer success evolved with the rise of SaaS companies?

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

Method:CRM

AUGUST 15, 2022

The main objective of customer relationship management is to meet customer needs to increase revenue and customer loyalty. Customer relationship management software allows you to do the following. Maximize marketing efforts. These insights are also great inspirations for your upsell and promotion strategies.

Customer Experience 52

Customer Experience CRM Journey mapping Feedback 52

Totango

SEPTEMBER 18, 2020

Adoption metrics: Is the customer using the product efficiently and impactfully? Voice of Customer data: What has your customer had to say about your product? Support and escalation feedback: What challenges or support has the customer encountered? Voice of Customer. Support and Escalation Feedback.

Metrics 62

Metrics Enterprise Feedback Upselling 62

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. The CSMs who build the strongest relationships with customers are the ones who end up getting asked the most.

Management 59

Management Feedback Sales SaaS 59

Kayako

MAY 16, 2018

My good friend runs a content marketing company. She decided that she also wanted to offer email marketing services, and so she built a landing page and set up LinkedIn Ad, hoping to gain some inbound leads. She sold the email marketing service to 80% of her current clients via phone. How does this apply to sales and marketing?

Customer retention 59

Customer retention Upselling Sales Feedback 59

Education Services Group

JULY 5, 2022

Customer centricity needs to be a cross-departmental philosophy. Despite the many differences in circumstances of my fellow conference-goers, there is one theme that consistently rings true: focus on the customer. There continues to be a battle in some organizations over who should own renewals or Customer Success.

SaaS 52

SaaS Customer centricity Best practices Upselling 52