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. Engaging your investors starts by understanding what they care about.

Metrics 98

Metrics Consulting Consulting Best practices 98

ProProfs Blog

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Your customer service team, of course!

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. When it comes to delivering exceptional customer service, businesses face numerous challenges.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

aircall

JUNE 25, 2021

It’s one thing to have a lot of employees and revenue, but it’s another to have operations management that enables optimum efficiency. Your business is a finely tuned machine, just like a sports car. If your business is lacking in any of these areas, then you have room to improve. What Is Operations Management?

Management 62

Management Education Call Center virtual call center 62

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

aircall

DECEMBER 28, 2020

If your company made the leap to develop distributed teams in recent years, you’re surely realizing the benefits of using the distributed team model. Once distributed teams are in place, you may find that your workflows are more efficient, your business is growing, and it’s time to scale. Why You Use a Distributed Team Model .

Analytics 62

Analytics Call Center Agent burnout Metrics 62

aircall

DECEMBER 16, 2016

First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), A successful call center monitoring strategy directly affects customer satisfaction, employee retention, and your bottom line. What is call center monitoring?

Call Center 82

Call Center call center software Abandon rate Metrics 82

ClientSuccess

MARCH 4, 2019

It’s essential that all teams across your organization work together to ensure the customer is successful. Customer success should make up the DNA of your company culture , no matter the department. Customer success begins to be measured the minute the deal is signed.

Sales 42

Sales SaaS Accountability Management 42

Kayako

AUGUST 22, 2019

In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. SEO/Organic (Webpages, Blogs).

Engineering 56

Engineering Best practices Marketing Accountability 56

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. Understanding Post-Sales Lifecycle Management. One of the most critical stages of the customer lifecycle is the sales handoff.

Sales 40

Sales Upselling Best practices SaaS 40

Mindtouch

AUGUST 20, 2018

Finding the right support model for your customers and product is not an easy process. Here is some advice from my experience with Intelligent Swarming (IS) while managing the Support Enablement Team at Red Hat ( redhat.com/support ). What is Intelligent Swarming? How do you get management buy-in for IS?

Engineering 48

Engineering Customer effort Accountability Customer Experience 48

aircall

DECEMBER 16, 2016

First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), A successful call center monitoring strategy directly affects customer satisfaction, employee retention, and your bottom line. What is call center monitoring?

Call Center 48

Call Center call center software Abandon rate Metrics 48

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? Bringing you back to my old QA days, but absolutely.

Contact Center 52

Contact Center Banking contact center associations Technology 52

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? Key Takeaways.

Surveys 54

Surveys Customer Support B2C CRM 54

Amity

NOVEMBER 25, 2014

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. Here are the “aha!” We don’t think so.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Help Scout

AUGUST 8, 2018

How the company approaches the price increase, however — from gathering data, to writing the price increase letter to customers, to implementation — makes a huge difference in how customers will interpret the decision. Our goal is to make the transition as seamless as possible, particularly for our loyal customers.

Banking 40

Banking SaaS Accountability Engineering 40

SmartKarrot

JUNE 29, 2022

Enterprise customer experience is not just another buzzword. It represents a crucial customer journey for enterprises, now more than ever. What is Enterprise Customer Experience? Typically, enterprise software is used in B2B environments where multiple decision-makers have a hand in choosing and using it.

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Self service Advertising Airlines 0

ChurnZero

APRIL 23, 2021

If you are a high-touch Customer Success Manager (CSM) and simply cannot imagine a world where you actually enjoy using Customer Success software, I’m here to help. Allow me to convince you that high-touch Customer Success paired with automation is actually a match made in heaven.

Accountability 98

Accountability Personalization SaaS Management 98

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Hodusoft

JUNE 28, 2023

Complete Guide on Busy Lamp Field: Functions, Benefits, and Configuration Tips Just imagine how frustrating it would be if you have a room full of customer service representatives in your call center but you have no idea how many of them are speaking with callers and how many of them are available. What is a Busy Lamp Field?

voip 52

voip Call Center Contact center software call center software 52

Blueship Call Center

MARCH 31, 2023

You frequently need to think about scaling up your operations as your firm expands to more effectively satisfy your business needs. Every business that is having trouble keeping up with the need for reliable customer service might profit from an outsourced option. What Is Outsourcing of Contact Centers?

outsourcing 45

outsourcing Call Center Calibration Contact Center 45

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

aircall

NOVEMBER 3, 2021

There’s no doubting the value of good customer service. 54% of people consider good customer service to be a major factor in their decision to do business with a company. That’s why you should be doing everything it takes to provide excellent customer service. These customers are inaccessible to your customer support team.

CRM 62

CRM SaaS Sales Feedback 62

Vistio

JANUARY 13, 2022

Listen to the full podcast recording here: Do I have your permission to record this call for quality assurance? I’ve heard your other guests. Great, so to start us off, can you give our readers and our listeners some insights into your background where you started and how you got to where you are today?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

Listen to the full podcast recording here: Do I have your permission to record this call for quality assurance? I’ve heard your other guests. Great, so to start us off, can you give our readers and our listeners some insights into your background where you started and how you got to where you are today?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

aircall

APRIL 16, 2021

SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. Let’s look specifically at how SaaS software can help sync your sales and support teams so they work together in perfect harmony.

SaaS 62

SaaS Sales Coaching APIs 62

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

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. It also sought to understand the major trends of customer health scores. Who Is Using a Customer Health Score?

Surveys 64

Surveys SaaS Benchmark Upselling 64

JustCall

APRIL 5, 2022

The technology brings a plethora of rich features that can empower sales and customer support teams to perform at their peak and enjoy limitless possibilities. In this post, we discuss various VoIP phone features that you should look for in VoIP software. VoIP Features for Sales and Customer Support Teams. Smart call routing.

voip 52

voip CRM Interactive Voice Response Sales 52

JustCall

APRIL 22, 2022

Good customer experience reaps positive word of mouth and is a key factor in whether customers choose to buy from you again or renew. However, customer support can be a game of hits and misses unless you have the right guidance. Customers remember negative experiences more than positive ones . Clare Muscutt.

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 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. Missed phone calls. Success Rate. Transfer rate.

Call Center 52

Call Center Metrics Abandon rate Management 52

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. But in order to bring it up a notch, you need to discover some new resources. • Blog Posts.

SaaS 80

SaaS Education Customer retention Sales 80

JivoChat

JUNE 1, 2021

It doesn’t matter what industry you’re in — customer satisfaction is crucial. Each of these customer touchpoints offer brands an opportunity to improve customer satisfaction, whether it’s an in-store visit, a live chat conversation, or a phone call. As a result, so too could your brand reputation and conversion rates.

CRM 52

CRM Advertising Chatbots Surveys 52

aircall

DECEMBER 23, 2020

Advancements in digital technology can assist your sales teams greatly. Today, you have many viable options for software programs to help you create efficiency and streamline the sales cycle. . With so many digital tools to choose from, it can be easy to load up your technology stack to avoid the fear of missing out.

B2B 62

B2B Sales Technology voip 62

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Yet, it’s easily one of the most important elements to the growth of your company. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

aircall

NOVEMBER 4, 2016

What is Computer Telephony Integration? This allows users to perform all call-related tasks, usually handled through a PBX or key system telephone, directly from their desktop. Computer telephony integration also lets your communication devices to communicate with one another: phone, computer, fax, voice mail, mobile, etc.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83