GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Structured feedback.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Lumoa

APRIL 18, 2023

NLP has made feedback analytics way more accessible. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. And customer-centric companies have been using surveys to understand customer needs for even longer than that.

Analytics 83

Analytics Customer Experience Management Surveys 83

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

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. [Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn. .

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Support 90

Customer Support Education Customer retention Feedback 90

Totango

OCTOBER 6, 2020

After these interactions, clients should leave with a reliable solution to their problem and a positive perception of the organization, two things that reliably raise satisfaction metrics. . Individual customer interaction scores. How Customer Success Creates Value Using Data-Driven Measures. webinars, training, etc.)

Customer Support 106

Customer Support Customer advocacy Construction Enterprise 106

ChurnZero

MARCH 29, 2019

You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. You want to try to garner measurable feedback as well as useful commentary on how well your service is fulfilling client needs. Upcoming Webinar.

B2B 73

B2B Surveys Customer centricity Construction 73

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

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

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

Amity

JULY 4, 2017

Not only does it indicate how loyal your customers are, it also helps you gauge the entire company’s customer centricity. One reason why Customer Success teams pay close attention to NPS is that low, decreasing NPS indicates an existing risk of churn. You can’t save a customer, and they churn.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

CSM Practice

MAY 16, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 52

Best practices SaaS Customer centricity Finance 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

NobelBiz

FEBRUARY 14, 2023

Contact centers, through gathering data from multiple sources, can gain a better understanding of the customers. And eventually identify trends and patterns to further improve the customer experience. This type of data can include customer feedback, opinions, and emotions. Such as our OMNI+ entirely cloud-based solution.

Contact Center 52

Contact Center CRM Journey mapping Government 52

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . The first step toward any improvement is understanding where your customers are today.

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” Despite most brands declaring to be customer-centric, many CX programs have failed to realise the full potential of an experience management program. Customer Feedback is Crucial in the Empathy Economy .

Customer Experience 69

Customer Experience Surveys Analytics Feedback 69

ChurnZero

APRIL 8, 2020

So how best do you go about developing customer advocacy in your organization? Creating customer advocates starts with building a customer-centric product that is laser-focused on both the customers’ needs and the customer experience. Gather and prioritize product feedback all in one place.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

Clarabridge

OCTOBER 12, 2016

But, many health insurance companies have started to transform the way they deliver on their customer’s experiences. Clarabridge recently hosted a webinar with Paul Long, VP of Enterprise Customer Experience at UnitedHealth Group. Here are his experiences: Your Customer is a Person. Listen, Analyze, Act.

Healthcare 49

Healthcare Customer centricity Metrics CRM 49

Netomi

NOVEMBER 8, 2021

Hear how AI can improve the customer experience in this webinar featuring Greg Dreyfus from Zendesk. Whether you’re looking for customized surveys, AI-powered Salesforce chatbots , agent routing and productivity. “Service Cloud – the platform for success and customer centricity” Key features.

Chatbots 52

Chatbots Enterprise Self service CRM 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

NobelBiz

JUNE 5, 2023

If you want to learn more about all the best practices with training and staffing for contact centers, we encourage you to watch one of our latest webinars on this very topic: Contact Center Staffing in a Remote World: Most effective strategies for recruiting, retention, and motivation of Contact Center employees.

Call Center 52

Call Center Scripts CRM Contact Center 52

ChurnZero

AUGUST 16, 2019

It will be a lot harder to find that email with product feedback after a few days away from the office! Looking for more Customer Success content and views, tips and tricks for Customer Success Managers? Upcoming Webinar. Speaker: Jason Conrad, Associate Partner, Customer Imperative. Tip 4: Just Do It.

Customer centricity 53

Customer centricity SaaS Sales Metrics 53

JivoChat

JULY 27, 2021

Call them out on social media, or highlight them in a customer success story or testimonial. This will help customers feel like they’re a significant part of your company, and help give a more personalized, customer-centric appeal to your marketing materials. Close the feedback loop. Start Engaging Your Customers.

Gamification 52

Gamification Chatbots Sales Feedback 52

CX Journey

MAY 3, 2016

Through events, webinars, member calls, community forums, mentor-mentee relationships, and experts, there's no shortage of opportunities to learn from peers. Two years ago, the Association launched its own certification program, the CCXP, i.e., Certified Customer Experience Professional. Again, the association is member-driven.

Customer Experience 40

Customer Experience Journey mapping Metrics Customer centricity 40

Totango

SEPTEMBER 4, 2020

You should reach a point where every customer touch has an impact and is an extension of your brand identity. Customer success processes : Campaigns and strategies become standardized to allow for rapid and effective engagement. Embracing a digital solution does not happen overnight.

Enterprise 63

Enterprise Accountability Customer centricity Education 63

SmartKarrot

MAY 13, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (Hybrid) Organization: Lions Prep As a Customer Success Manager, you will be identifying customer needs and help customers use features available to them on the customer portal. Apply here: [link].

Upselling 19

Upselling Customer centricity Best practices Accountability 19

aircall

JANUARY 20, 2021

Create customer-centric goals and let the customers define success. Be aware that every customer is unique. They’re bound to define the value of your products and services differently than other customers. . Gather customer feedback, either on the phone or using automated surveys.

Customer Experience 71

Customer Experience virtual call center Sales Customer Support 71

Dialer 360

JUNE 12, 2023

Craft customer-centric and informative content that addresses the common pain points and questions your target audience may have. Encourage satisfied customers to leave reviews and testimonials, as positive social proof can significantly impact your lead-generation efforts. This can include blog posts, webinars, or case studies.

Advertising 48

Advertising Marketing Engineering Analytics 48

Amity

JANUARY 30, 2019

A team of Customer Success Managers can be one of the most important considerations and impactful hires. CSMs are the bridge between your customers and the rest of your organization. They are the advocates of your customer base and provide critical feedback on your product, service and industry trends.

Education 61

Education Engineering B2C Technical Support 61

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

Pointillist

AUGUST 18, 2021

And 41% of CX teams said that the top barrier to quantifying CX ROI is that CX metrics like NPS and CSAT are difficult to translate into revenue and costs. The metrics are really outcomes. And so we find that the correlation of those metrics is part of the story. We don’t need to create new metrics here, right?

Education 40

Education Metrics Marketing Journey mapping 40

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

Amity

OCTOBER 31, 2016

So we work with our engineering team to ensure we're developing customer-centric features and that customer feedback is being regularly incorporated into our platform. Because we are a content experience platform, we tend to think about our Customer Success team as a team of Marketers.

Coaching 0

Coaching Engineering Upselling Marketing 0

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? She has also held numerous Interim ‘Head of Customer Success’ roles.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

NOVEMBER 6, 2020

Enable customer success throughout Lionbridge by partnering closely with the Sales, Marketing, and Product teams to develop strategies that align with our customers’ key objectives. Always driving customer satisfaction, retention, and advocacy. Define and supervise the operational metrics for the team, company, and board.

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8

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. Like what you are reading?

SaaS 10

SaaS Education Customer retention Upselling 10