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. If you’re considering the role yourself, check out our eBook, The Future CCO , for firsthand advice from industry leaders on what it takes to become a CCO. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Customer Experience 117

Customer Experience Morale Journey mapping Customer centricity 117

Comm100

AUGUST 5, 2020

On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk. And perhaps more simply, a missed engagement could mean a missed sale. .

Wait times 52

Wait times Interactive Voice Response Customer Service Chatbots 52

ChurnZero

MARCH 22, 2022

If your checkout process is longer than a few steps, your customer may experience purchase friction and consider a competitor instead. After you’ve successfully completed a sale, minimizing friction is still crucial throughout the onboarding process. Let’s take a look at some strategies for reducing customer friction.

Customer retention 52

Customer retention Sales Analytics Advertising 52

Nicereply

NOVEMBER 21, 2023

Transactional NPS Surveys What They Are: Transactional NPS surveys are deployed immediately after a customer has had a specific interaction with your company, such as making a purchase or talking to customer support. Customer Churn: An NPS survey when a customer leaves can tell you why they’re going.

Surveys 59

Surveys B2B Feedback Education 59

ChurnZero

OCTOBER 22, 2020

This article will cover the reasons to give pause before undertaking the complex development of a Customer Success platform. . The oft-misunderstood maturity, viability, and complexity of Customer Success software. If your Sales team needed a CRM, you wouldn’t expect it to be built in-house – they’d purchase Salesforce.

CRM 59

CRM Customer retention Technology Best practices 59

ChurnZero

JANUARY 10, 2020

And if you’re considering the role yourself, check out our eBook: The Future CCO , for firsthand advice from industry leaders on what it takes to become a Chief Customer Officer. . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . Yamini joins HubSpot from Dropbox where she was their Chief Customer Officer.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

JivoChat

APRIL 1, 2021

Customers expect quick replies. From marketing and sales questions to customer support requests, speedy issue resolution is of crucial importance to 82% to 90% of customers. With automated reply messages , businesses can stay in touch with customers—even if staff members are out of the office. Image Source.

Chatbots 52

Chatbots Personalization Best practices Multichannel 52

ProProfs Blog

FEBRUARY 5, 2021

Increase Customer Retention: Businesses invest heavily on acquiring new customers, but does it always work? In fact the sure fire investment that is bound to give your results is on your existing customers. With this, you send out a positive message of valuing your most loyal customers. . Source: GoDaddy.

Feedback 78

Feedback Surveys Advertising Customer Support 78

ClientSuccess

MAY 30, 2018

This week, we’ll showcase one such conversation with expert Mark Pecoraro , advisor to many B2B SaaS companies all of which have cultures of Customer Success. What led Mark into Customer Success? Since the beginning of Mark’s career, he’s been in post-Sales B2B software.

SaaS 40

SaaS B2B Upselling Sales 40

Comm100

OCTOBER 11, 2017

You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Better Customer Retention.

Customer Service 49

Customer Service Customer Care Morale Marketing 49

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Andrew Michael. Swati Garg.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21