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.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

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

Nicereply

FEBRUARY 2, 2024

Customer Service Customer service is a reactive business function where businesses handle customer complaints and help customers solve their issues. Excellent customer service is crucial to the success of an organization. Track and Share Data With Other Teams Customer success is a data-driven business function.

Education 59

Education Accountability Customer retention Journey mapping 59

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

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals. Today, hybrid models are becoming more common.

Education 52

Education Upselling Consulting Consulting 52

Enghouse Interactive

JANUARY 27, 2021

With technology adoption increasing across all industries, more companies are leveraging video-based capabilities to become more customer-centric, increase their overall responsiveness, and by extension, become more successful. Find out much more by registering for our upcoming webinar: .

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

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

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

This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” You can’t save a customer, and they churn.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

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

CustomerSuccessBox

APRIL 6, 2022

An aha moment can result in a client referral, account renewal, or even an unprompted endorsement from a customer’s CEO. Creating aha moments for customers is more than a customer success manager’s job description (CSM). It’s all part of a company’s customer-centric culture and dedication to quality.

Accountability 52

Accountability Customer centricity Personalization Analytics 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? Really well.

Coaching 40

Coaching Customer centricity Upselling Sales 40

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

Totango

FEBRUARY 21, 2019

To thrive within this environment, you must know how to launch successful winback campaigns that re-engage your customer with your product. The process begins with fostering a nurturing, customer-centric culture within your company. By this time, however, your customer could be influenced by competitors.

Accountability 63

Accountability Customer centricity SaaS Surveys 63

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. or “how was your experience 0-10?”

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69

inmoment

AUGUST 5, 2019

For brands looking to gain a competitive edge in a customer-centric, digital-first era, quality customer experience (CX) separates the companies that excel from those that fall behind. . Good CX strategies involve more than occasional customer surveys and scoring systems.

Customer centricity 40

Customer centricity Metrics Surveys Customer Experience 40

Russel Lolacher

MARCH 2, 2021

Our focus is to be both proactive and reactive in our customer service, providing timely customer responses while also using that qualitative data to inform our content marketing. As a director in your government agency, what are the most important KPIs you use to measure customer experience benchmarks? We have a few.

Government 52

Government Customer Care Transportation Benchmark 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

CSM Practice

NOVEMBER 4, 2019

These questions include customer success funding and reporting, as well as appropriate customer segmentation. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. However, a growing customer base results in limited CSM resources.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

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

ChurnZero

NOVEMBER 30, 2021

Customer Success Managers must be fluent in all company functions to facilitate and fortify the customer experience. 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.”

Finance 52

Finance Scripts Engineering Metrics 52

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. In the following chapter, we will further discuss the benefits of having a 360-degree customer view.

Contact Center 52

Contact Center CRM Journey mapping Government 52

ChurnZero

MARCH 20, 2020

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 Success focuses on driving positive customer outcomes and growth which translates to retention and expansion revenue for the company.

Customer centricity 52

Customer centricity Finance SaaS Scripts 52

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. Enable customer self-service.

Gamification 52

Gamification Chatbots Sales Feedback 52

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

CSM Practice

MAY 13, 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 128

Best practices SaaS Customer centricity Finance 128

Branch Mesenger

MAY 29, 2018

Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees. In this webinar, Jeanne Bliss and Taylor Pipes chatted about the following topics: How to hire people who care. Cleveland Clinic.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

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

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

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! As a result, ClearGov has reduced average onboarding time by 26%—with a 100% customer satisfaction rating captured through post-onboarding ChurnZero CSAT surveys.

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

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

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

AUGUST 12, 2020

In turn, any team members involved with renewal should have access to data on customer behavior and product usage. Combining data streams and making them easy for everyone to access helps create a customer-centric enterprise that is built to predict and meet its customers’ needs. Train Your Customer.

SaaS 87

SaaS Upselling Enterprise Best practices 87

CSM Practice

DECEMBER 4, 2020

Specifically today I’m going to approach the topic of maximizing customer value and being customer-centric. Is my customer healthy? And for any organization out there, I think one of the good things is, you have defined what you declare customer success asset. Not all of those customers are cloud.

Benchmark 69

Benchmark Surveys Chief Customer Officer Management 69

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

Amity

OCTOBER 31, 2016

It starts with the engineering team: we want to build a product that doesn’t need us to tell the customer how to use it to be successful. 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.

Coaching 0

Coaching Engineering Upselling Marketing 0

C3Centricity

DECEMBER 3, 2018

These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions. Just think customer first in everything you do!

Big data 59

Big data Marketing B2C CRM 59