ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. For many modern customer success operations resources, streamlining inefficiencies and building a more strategically positioned team comes down to solutions and technology.

SaaS 68

SaaS Metrics CRM Sales 68

Hello Customer

OCTOBER 13, 2021

In fact, 80% of them say it serves as a basic system of customer data collection and analysis, rather than an actual agent of change. The reason for this is that many companies, whether or not they like to admit it, are still pretty conservative and stick to traditional business-driving metrics and compartmentalized reporting.

Surveys 98

Surveys Feedback Journey mapping Metrics 98

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. For Agents Makes work, feedback, and learning fun and engaging – Leaders need to find ways to motivate different types of personalities and age groups in customer service centers.

Gamification 79

Gamification Contact Center Coaching Quality management 79

ProProfs Blog

DECEMBER 27, 2020

Honestly, it can get annoying when you come across pushy sales representatives during your buyer’s journey who treat you like a sales target that needs to be acquired at any cost. Understand that not all your buyers journey end up converting into customers. This is where the sales team needs to: Answer buyer’s questions.

Journey mapping 148

Journey mapping Education B2B Sales 148

ClientSuccess

DECEMBER 12, 2022

Despite being left to their own devices, the tenacious and devoted team member used sheer dedication and hard work for the betterment of the account — periodically seeing assistance from sales counterparts every now and then. Hopefully this helps guide you successfully configure your customer success manager compensation plans.

Management 87

Management Accountability Sales Upselling 87

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

ProProfs Blog

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. Suggestion: To be omnipresent for your customers, you must understand the possible ways they are likely to get in touch with your brand.

Self service 157

Self service Feedback Airlines Metrics 157

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. Make sure your team is trained to smooth things over with empathy and understanding.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Inbenta

AUGUST 3, 2021

With 94% of companies having launched customer experience (CX) strategies , ensuring customers are at least getting the information they need should be the number one priority of any customer support department. Empowering Customer Service with AI-Driven FAQ Software.

Customer Service 84

Customer Service Self service Chatbots Sales 84

aircall

NOVEMBER 21, 2022

For sales and support teams, this means a heightened pressure to operate efficiently and better track performance; two tasks that have historically presented a significant challenge. Fabiola Jiménez Sahagún, Head of Customer Experience at Spotahome. So how can you boost productivity by 13%?

CRM 62

CRM Wait times Consulting Consulting 62

JivoChat

JUNE 11, 2023

In this case, you are only responsible for making the sales. Build a Business Plan Once you have defined what you are going to sell, how to source the products, made complete research about your target audience and competitors, and selected the sales channels, it’s needed to put everything on paper.

B2B 75

B2B Sales Analytics Marketing 75

Nicereply

SEPTEMBER 28, 2021

Start by asking yourself what are your company’s core needs when it comes to customer support. For example, if you’re offering your customers support through social media, phone, and email, you might want to only consider help desks that provide full omnichannel support as a feature. Customer Feedback Survey.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Inbenta

JANUARY 17, 2022

Forrester states that B2B buyers find that competence demonstrated during the buying process is the most significant driver of purchase choice, ahead of relationships with sales reps or customer references. Customers increasingly expect organizations to offer self-service support.

Customer Service 98

Customer Service Self service Chatbots B2B 98

Netomi

SEPTEMBER 10, 2022

AI customer service is transforming how companies support the people who support them – working alongside human agents to provide quick, convenient, and personal support. Key Statistics Covering How Customer Service Is The New Marketing. Proactive Customer Support Statistics. Bain and Company].

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth.

Surveys 59

Surveys B2B Feedback Education 59

Nicereply

JANUARY 18, 2023

No wonder a huge number of businesses have already added help desk tools to their customer support tech stack, and even more are planning to do so in the future. Here’s an overview of some of the most popular help desk software solutions to help you find the right fit for your customer support needs.

Self service 52

Self service Analytics Enterprise APIs 52

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Download the free ebook. Examining the journey through the customer’s eyes . Because so much of any customer journey is guided by effort.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

ChurnZero

SEPTEMBER 16, 2021

If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong. Track and Analyze Your Churn Metrics. Metrics you could track include: Customer usage behaviors — when do your customers log on, and for how long? Net Promoter Score ®.

Customer retention 52

Customer retention SaaS Education Feedback 52

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

C3Centricity

MARCH 18, 2020

There are countless examples of brands that have disappeared because they didn’t keep up with the changing needs of their customers: Kodak who didn’t understand the impact of digital photography. Borders bookstores who didn’t get into eBooks. How are sales and distribution? Brand #Marketing #Sales Click To Tweet.

Marketing 62

Marketing Advertising Sales Finance 62

Mindtouch

AUGUST 21, 2019

A customer support agent, for example, needs access to the right information that enables them to quickly deliver the best solution to the customer. This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof. Agent adoption metrics.

Management 88

Management Self service Chief Customer Officer Chatbots 88

JivoChat

NOVEMBER 2, 2021

Video content marketing is a very important digital marketing strategy where brands develop content in different video models to achieve their defined goals, such as getting more leads, increasing the number of sales, strengthening the relationship with their target audience, and conquering more visibility. Increase the number of sales.

Marketing 52

Marketing Scripts Metrics Sales 52

LiveChat

JUNE 8, 2018

Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. On the flipside though, failure to communicate well can create dissatisfaction, frustration, and a decrease in sales. Focus on Quality, Not Quantity.

B2C 66

B2C B2B Scripts Wait times 66

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

ChurnZero

MARCH 20, 2020

Applied to Customer Success talent, it translates to possessing skills that aren’t too technical, nor too service-oriented, but rather a happy medium. Departments share company-wide goals, but often have differing views on how to achieve them due to isolated focuses, competing priorities, and individual success metrics.

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

LiveChat

FEBRUARY 22, 2016

Being able to notice and understand them is crucial for succeeding in your marketing and customer support strategies. Targeted email campaign, greeting for a returning customer, dynamic content on your website. TIP: Learn how to turn your data into satisfaction from our data-driven support management ebook.

Marketing 44

Marketing Real estate CRM Personalization 44

ClientSuccess

MARCH 7, 2017

She believes that true Customer Success happens when organizations stop waiting for customers to contact them with problems, but rather, accompany customers along their entire customer journey. Her first book, now in its second edition, is “ The Art of Support ”. Drive Value at Every Stage of the Journey.

Finance 40

Finance Benchmark SaaS Consulting 40

TeamSupport

FEBRUARY 18, 2022

then chances are that your sales team is chasing new business. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? Yes, but not exactly.

B2B 105

B2B Upselling Customer Support Sales 105

TeamSupport

FEBRUARY 18, 2022

then chances are that your sales team is chasing new business. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? Yes, but not exactly.

B2B 98

B2B Upselling Customer Support Sales 98

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 49

B2B Customer Support Abandon rate Metrics 49

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 40

B2B Customer Support Abandon rate Metrics 40

ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. Why should CSMs track product metrics?

SaaS 52

SaaS Metrics Surveys Feedback 52

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. As of now, she is the GVP NAA Customer Success & Renewals at Oracle. Kristen Hayer.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

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

ClientSuccess

OCTOBER 16, 2017

Here are 5 reasons why focusing on customer success is imperative for any organization’s company culture: 1. A customer’s relationship with a brand begins with the very first sales call or email. Every single interaction from then on impacts the success this customer will have throughout their journey.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41

Comm100

SEPTEMBER 7, 2017

It means knowing how to de-escalate a situation with an angry customer, and using problem solving skills to make sure that everyone walks away from the interaction satisfied.”. eBook] The Guide to Becoming a Top Performing Live Chat Agent. Average handle time is of great significance to customer satisfaction.

Average Handle Time 46

Average Handle Time Customer Service Feedback Call Center 46