CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. 8 Best Strategies for Customer Onboarding at Scale.

Education 52

Education Customer retention Sales B2B 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? Engaging your investors starts by understanding what they care about. Good investors care about the results of your organization.

Metrics 98

Metrics Consulting Consulting Best practices 98

HGS

MAY 22, 2018

Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. There are key differences between other industries and healthcare organizations, which have to navigate these market complexities: 1.

Healthcare 100

Healthcare B2C Government Analytics 100

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is what’s commonly known as joint account planning.

Accountability 42

Accountability Upselling SaaS Feedback 42

Amity

NOVEMBER 14, 2016

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. Product Management.

Management 95

Management Sales Analytics Metrics 95

Amity

MARCH 5, 2018

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. Product Management.

Management 77

Management Sales Analytics Metrics 77

ChurnZero

JUNE 28, 2019

4 Customer Success Lessons That You Can Learn From Playing Tetris. I’m not talking about Farmville or Candy Crush, but rather the classic game of Tetris. But what could it possibly have to do with Customer Success? Your goal as a player is to prevent horizontal lines of blocks from stacking until they reach the top.

B2B 49

B2B B2C Entertainment Customer advocacy 49

Amity

DECEMBER 9, 2016

Ever log on to your computer in the morning and immediately get that sense that you’re drowning? The sheer abundance of information we’re exposed to online can overload even the fastest and most voracious readers—some of which include your prospective customers. Pay attention in pre-sales calls.

Marketing 109

Marketing SaaS Sales Surveys 109

Vistio

DECEMBER 15, 2021

His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. One of the most successful pest management companies in the US. Do I have your permission to record this call for quality assurance? And that was about 28 years ago. Yeah, sure.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Mentor Questions. Question 1. I learned early on the value of really caring about what I do and bringing that passion to my work.

Consulting 40

Consulting Consulting Coaching Metrics 40

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. A SAM is crucial for nurturing key relationships, ensuring customer satisfaction, and driving growth. As a result, having a robust playbook at your disposal is pivotal for achieving long-term success.

Accountability 10

Accountability Construction Upselling Education 10

Vistio

APRIL 2, 2022

I just have to ask, do I have your permission to record this call for quality assurance? Can you give our listeners and our readers some insight into your background? So where you started, maybe your first job getting out of college, and then where you got to where you are today? Really quick. Absolutely. Yeah, sure.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

SmartKarrot

JUNE 30, 2021

This product adoption FAQ will answer some of the core questions around the concept. Let us start with the frequently asked questions around Product adoption. Frequently Asked Questions: What is Product Adoption? Businesses and product creators need to know how the product works and is adopted by customers.

SaaS 10

SaaS Upselling Metrics Advertising 10

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In this mix, it is necessary to find efficient ways to sustain your business. What do Experts have to say?

Customer retention 21

Customer retention Consulting Consulting Marketing 21

CustomerSuccessBox

JANUARY 31, 2022

S/he typically has a deep understanding of your solution and its benefits, understands the value and impact of ROI. Over the past few years, you’ve spent a significant amount of time and energy building a relationship with your Executive Sponsor on your account. Guide: All you need to know about churn !

Upselling 52

Upselling Accountability SaaS Best practices 52

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. What is customer retention?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

GetFeedback

DECEMBER 10, 2018

It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. This is an obvious way to drive more revenue and improve your bottomline.

Real estate 84

Real estate Surveys Analytics Feedback 84

ChurnZero

JANUARY 17, 2020

Blog Author: Alex Weihmann. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. That being said, if you apply the right tactics, supercharging your CS efforts can be a simple process. Curious where your team should begin?

Best practices 72

Best practices Accountability Upselling SaaS 72

JustCall

JUNE 26, 2023

In the competitive world of real estate, where success hinges on building strong relationships and closing deals, effective lead follow-up is a simple but often overlooked strategy to increase your chances of converting leads into net new customers. Are you ready to take your lead follow-up game to the next level?

Real estate 52

Real estate Chatbots CRM Metrics 52

ChurnZero

NOVEMBER 2, 2018

Breaking Down the Ultimate Question – NPS (Net Promoter Score). Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. You can think of it as a numerical value that indicates how loyal your customers are.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

Nicereply

NOVEMBER 30, 2021

Trying to win back every single customer who churned might have a negative impact on your profitability. Customer churn is an unpleasant reality of any business, both B2C and B2B. Customers may be leaving for a variety of reasons – price issues, unresolved complaints, poor service, competitors offering greater value, etc.

Surveys 104

Surveys B2C Benchmark Accountability 104

ChurnZero

FEBRUARY 23, 2021

Think customer health scores are only good for calculating renewal likelihood? How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? During the webinar, we cover: Who uses customer health scoring. The true impact of customer health scores.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

CSM Practice

MARCH 13, 2020

Executive sponsors leverage their deep understanding of the organization’s ecosystem to support your platform’s selection and implementation despite other alternative solutions. They can also align and educate relevant teams and top executives with the benefits of your solution, ensuring customer success as they do.

SaaS 82

SaaS Best practices Enterprise Accountability 82

ClientSuccess

MAY 15, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. New Mentor Questions and Upcoming “Frontline” Segment. Question 1. Let’s get started with this week’s post! I owned that.

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive? We do that too.

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

Noble Systems

OCTOBER 21, 2020

ACDs often provide some form of Automatic Customer/Caller Identification (ACIS) , such as Direct Inward Dialing (DID), Dialed Number Identification Service (DNIS), or Automatic Number Identification (ANI), for use in routing calls based on a series of user-configured rules. What does an ACD do? How does it work?

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

Comm100

NOVEMBER 15, 2017

He or she tells you that your problem is solution-less; that he or she is sorry, but if you just give it 24 hours maybe the problem will just go away on its own. Your problem has not been resolved. Is this the first time that you have contacted us about this issue? Frustrated, you hang up. What Is First Contact Resolution?

First call resolution 44

First call resolution Metrics Best practices Customer Service 44

NobelBiz

SEPTEMBER 21, 2020

For more updates on the contact center space, check out our Blog section. But don’t be too alarmed, voice is still alive and well and remains preferential for complex customer support issues. You can find out more about the virtual contact centers from our insightful webinar on how the COVID-19 crisis has ushered in a new normal.

Call Center 52

Call Center Contact Center Government Banking 52

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! What about the work output, its monitoring and optimization? Outbound and inbound customer services should be constantly measured to be improved. Enter your business email. First Call Resolution.

Call Center 52

Call Center Metrics Abandon rate Management 52

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. Ready to put on your holiday best? Introduction. percent begin shopping before September.

Self service 53

Self service Chatbots Advertising Sales 53

AWS Machine Learning

NOVEMBER 30, 2023

We believe generative AI has the potential over time to transform virtually every customer experience we know. And global services and solutions providers like Accenture are reaping the benefits of customized generative AI applications as they empower their in-house developers with Amazon CodeWhisperer.

APIs 127

APIs Enterprise Best practices Technology 127

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98

ChurnZero

JULY 24, 2020

Botsman contends that most definitions of trust are too rational, describing trust focally as an assessment of risk while neglecting our human nature. Facing the unknown makes us vulnerable , which opens us up to the risk of feeling shame – something we avoid at all costs. Customer Success as an Agent of Change: Why Trust Matters.

Surveys 59

Surveys Consulting Consulting Upselling 59