Totango

FEBRUARY 11, 2022

Then, we’ll walk you through three steps for creating a solid customer experience strategy. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. What is B2B Customer Experience? Why Take B2B Customer Experience Seriously?

B2B 107

B2B Customer Experience B2C SaaS 107

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 74

Customer retention Best practices Education Benchmark 74

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. The best NPS software lets you: Automatically track customer satisfaction. Accurately predict customer retention , brand growth and revenue.

Upselling 101

Upselling Surveys Analytics Customer retention 101

ClientSuccess

DECEMBER 5, 2022

Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. Increase customer satisfaction, retention, and loyalty. Receive invaluable customer feedback on products, services, and strategies. Gain insights into customer needs in order to develop better offerings.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement.

Enterprise 48

Enterprise Customer centricity Finance Employee engagement 48

Totango

SEPTEMBER 13, 2022

At Totango, we build customer success playbooks from SuccessBLOCs : modules that combine optimized automated and manual workflows called SuccessPlays with KPI, monitoring, and segmentation tools to trigger SuccessPlays at the exact moment when your customer needs them to achieve their goal. Optimize customer onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Totango

SEPTEMBER 20, 2022

This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. A customer enablement program is a vital part of the customer landscape for B2B and SaaS companies that rely on customer retention for growth. Incorporating feedback.

B2B 82

B2B SaaS Education Brand ambassadors 82

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Feedback 77

Feedback Best practices Customer retention Enterprise 77

Totango

JULY 13, 2021

You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen. Businesses need a new strategy for customer success growth. In order for your enterprise to survive this shift to a customer-centered market, it must become customer-centered, too.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. How SaaS Enterprises Can Streamline New User Onboarding.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

ProProfs Blog

JUNE 26, 2020

The reports help you measure ratings, read feedback, and more. The customers will see the callback message when they request one during or after a customer support process. 50 EXAMPLES OF CANNED RESPONSES > Channels. Channels are different mediums you choose to connect with your customers. Customer Service.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Proactive assistance is the practice of identifying and resolving customer issues before they become problems. What Matters Most to Contact Center Managers.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Investing in, and effectively managing, customer success is vital to ensuring the long-term stability and growth of your enterprise.

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To use customer health score effectively, create scoring systems and profiles specific to each phase of your customer’s journey and each type of customer.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

JUNE 4, 2021

If you have a good 360-degree view of data on your customers and the ability to segment customers based on your data, you can engage clients in highly personalized ways. For example, you can set up Totango Spark’s SuccessBLOC modules to trigger automated messages based on specific customer behaviors.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

DECEMBER 21, 2021

For example, after a customer finishes setting up their profile, it may be appropriate to send them a tutorial with an introduction to your portal’s dashboard. A check-in message may be as simple as a prompt mentioning that you’ve noticed a customer hasn’t logged in for a while and asking them if they need assistance.

Management 105

Management Best practices Upselling Accountability 105

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Related posts What is a chief customer officer?

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Stratifyd

DECEMBER 4, 2018

Customer experience workflows often get treated like fishing with dynamite. Businesses don’t have the tools, manpower, or practices in place to efficiently analyze troves of customer feedback in order to implement change, so they typically just take a sample of insights, apply them, and hope for the best. How Can Stratifyd Help?

Customer retention 58

Customer retention Feedback Enterprise Contact Center 58

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Together both elements provide a feedback loop for continuous improvements to stakeholder engagement. For example, if your data indicates a stakeholder’s Net Promoter Score is low, you can trigger actions to promote increased engagement.

Management 84

Management Best practices Journey mapping Metrics 84

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Total Value Returned Rate is a key metric that also has to be tied to customer retention. Is the anecdotal feedback positive and encouraging?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Customer onboarding progress may be monitored through key performance indicators (KPIs) that reflect successfully completing onboarding steps. Define your goals and KPIs.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Hello Customer

JUNE 16, 2022

By combining them with open feedback, you gain insights into the reasons behind the scores you receive from customers. When you truly understand your customer’s frustrations, you can tackle them in a targeted way. So, what should be improved to increase your customer experience? The result? Your employees.

Best practices 52

Best practices Customer Experience Feedback Surveys 52

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Enterprise 63

Enterprise Accountability Customer centricity Education 63

Totango

FEBRUARY 23, 2022

The SaaS customer journey follows the same general path as customer journeys in other markets but differs in detail. For example, a SaaS customer may begin their journey with your brand by reading a review by one of your customers on a software review site. Mark Customer Milestones.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

Totango

OCTOBER 20, 2022

A customer success manager helps customers continually see value in your product by helping them discover new features and teaching them how to use your product to their maximum benefit. CSMs act as the voice of the customer bringing user experience feedback to the product team. What do you do if a customer is angry?

Management 90

Management Upselling Coaching Best practices 90

Win the Customer

NOVEMBER 6, 2020

Gather Customer Feedback How do you know if your customers are happy with your product or service? Feedback is a gem many business owners overlook. This is strange because gathering customer feedback doesn’t cost much. Be sure to have a touch of human connection as you gather feedback.

Customer Experience 52

Customer Experience Brand ambassadors Feedback Surveys 52

ClearAction

DECEMBER 16, 2017

In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Achieving this goal requires the commitment of all employees on a daily basis to: Ensure all decisions support increasing value for key customers. Can we do this successfully, and will our customers notice?

Customer centricity 54

Customer centricity Customer retention Consulting Consulting 54

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

JivoChat

APRIL 8, 2021

What Are Customer Engagement Tools? Customer engagement tools are software solutions that facilitate ongoing two-way interactions between companies and customers, which enable companies to gather feedback and insights from the target market and allow customers a means of communicating their needs and interests.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

JivoChat

APRIL 5, 2021

It can have a knock-on effect—impacting everything from sales numbers to customer retention and online reputation. Even small events like passing your customer from service agent to service agent can negatively impact their experience with your company. For example, questions like "What is your return policy?”

Customer Service 52

Customer Service Self service CRM Metrics 52

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.

B2B 73

B2B Surveys Customer centricity Construction 73

Education Services Group

JUNE 8, 2021

More and more, larger enterprises are taking a look at their successful CS efforts and wondering, “Can I apply this to my channel partner relationships?” But just how to go about applying Customer Success best practices to Partner Success has yet to be fully defined. Let’s look at an example. The answer is yes!

Journey mapping 52

Journey mapping Best practices Enterprise SaaS 52

Stratifyd

NOVEMBER 12, 2019

Now many are realizing the significant impact employee experience has on customer experience. Here we examine three areas in which EX influences CX and how that looks at an example company. These are just a few ways in which the employee experience (EX) directly impacts the customer experience. Hence, they care about outcomes.

Customer Experience 40

Customer Experience Analytics Enterprise Feedback 40

ChurnZero

JULY 19, 2022

For example, rather than calculating conversions for all customers, you can measure conversions for a specific customer segment or subscription tier. You can also have someone from your team make contact with this potential customer to solicit feedback, answer questions, and learn more about their goals.

SaaS 52

SaaS Feedback Personalization Upselling 52

Totango

NOVEMBER 5, 2021

For example, we might say in the last three quarters, here’s how many new customers we’ve had on average. We need to hire two more CSMs this month because, by the time they get ramped up in the next quarter, they’re already going to be fully loaded with customers. Try Totango for free today! .

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110