InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 195

Call Center Management Exceptional Customer Service Customer Satisfaction 195

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies. Need a helping hand?

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

eglobalis

OCTOBER 9, 2024

Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships.

Feedback 513

Feedback ROI Innovation B2B 513

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

Customer Success 112

Customer Success Management Net Promoter Score NPS 112

eglobalis

SEPTEMBER 16, 2024

Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top. C-suite executives must set a clear mission that places customer experience at the core of the company’s strategy. Leaders need to communicate the importance of CX across all departments—not just customer-facing ones.

B2B 378

B2B Customer Experience Customer Centricity Omnichannel 378

Win the Customer

JANUARY 2, 2025

This rapid evolution necessitates a significant shift in the role of the product manager. Today’s product managers must embrace a deeper understanding of AI principles, their applications in CX, and the ethical considerations that come with them. Gone are the days when a basic understanding of technology sufficed.

Management 59

Management Return on Investment Roadmap Metrics 59

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Episode Overview.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

InMoment XI

MAY 31, 2022

As customers go through the various stages in the sales funnel, they cross departments from marketing to sales to product to customer success and customer service. ” – Jessica Pfeifer, VP & General Manager, InMoment. .” ” – Jessica Pfeifer, VP & General Manager, InMoment.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

Experience Investigators by 360Connext

DECEMBER 14, 2021

That’s where customer experience leaders can lean in and really lead in this new year. Here are a few ideas for any leader dedicated to creating better days ahead for their customers and employees. Communicate and support employees serving customers in bigger and more consistent ways.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 127

Communication Webinar Metrics Customer Retention 127

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You did this by formal and informal communication strategies.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Experience Investigators by 360Connext

JULY 6, 2021

Include any leader who will have direct accountability over the most likely actions required to improve the customer journey. This typically includes leaders from marketing, product development, customer success and customer service. Invite team members from other areas that are close to the customer experience.

Document 358

Document Net Promoter Score Government Leadership 358

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? Relationship management.

Customer Success 97

Customer Success Management Social Media Sales 97

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

2024 52

2024 Customer Success ROI Innovation 52

Experience Investigators by 360Connext

OCTOBER 5, 2021

There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. There are leaders who are engineers, writers, designers, and account managers. . Build a customer room. The executives got the point and invested in the overall customer experience. Get creative! .

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Totango

JULY 23, 2021

When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used. Let’s break down these factors and take a look at what components are needed to structure an efficient and successful CS team. .

Customer Success 127

Customer Success Chief Customer Officer 2021 Sports 127

Experience Investigators by 360Connext

AUGUST 17, 2021

Video] Struggling to Manage CX? They’re a long-time customer and were really understanding, but according to our own processes, we definitely should have communicated proactively. For example, part of the overall success statement is focused on “improving our brand reputation, leading to more customer referrals.”

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Customer Success 118

Customer Success Management Customers Presentation 118

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Having a clear understanding of the team structure and who the direct manager will be.

Customer Success 52

Customer Success Insurance Culture Workshop 52

ChurnZero

FEBRUARY 16, 2025

The goal of any customer success interview is to determine if a role is a mutual fit. Does the candidate have the skills and experience the hiring manager is looking for? But aside from the usual suspects, there are plenty of more creative customer success interview questions to get to the heart of a CS candidates experience.

Customer Success 52

Customer Success Return on Investment Hotels Communication 52

Experience Investigators by 360Connext

JANUARY 18, 2022

And customer experience management requires a thorough approach to training and education for all employees. Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. The Common Method of Customer Experience Training. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Totango

NOVEMBER 16, 2023

These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. This functionality eliminates inconsistencies or missed touchpoints that could result in a negative customer experience. Not a problem.

Customer Success 114

Customer Success Touchpoint Document Interaction 114

Retently

OCTOBER 16, 2024

Whether you’re gauging customer satisfaction, gathering feedback on recent interactions, or spotting areas for improvement, embedding a quick survey in your email signature offers a non-intrusive way to collect continuous feedback. Email signature surveys, on the other hand, are naturally embedded into the flow of communication.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

Gainsight

MARCH 25, 2020

My teammates and their families are going through the same issues, and our customers are feeling the financial impact of business uncertainties. What can we learn from Arne and other companies in communicating with our customers? How leading companies communicate during a crisis. security crises (e.g.,

Communication 143

Communication Fashion Financial Hospitality 143

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Success 109

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 109

Totango

AUGUST 13, 2024

But let’s face it: managing renewals can be a time-consuming process – and if you’re relying solely on account executives (AEs) to handle all renewals, then you could be missing out on opportunities to generate new business growth. These are not just any leads – they’re opportunities rooted in deep customer knowledge and relationship value.

Customer Success 101

Customer Success Management Customers Leadership 101

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric. 1. Communicate with Your Customers.

Customer Success 128

Customer Success Customer Centricity Financial Metrics 128

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Sales to Customer Success Handoff Email Template.

Customer Success 115

Customer Success Webinar Seminar Events 115

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Customer Success 109

Customer Success Management Social Media Article 109

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! Communicate effectively with users via announcements and banners: Implement dynamic announcements and banners within your application to deliver real-time updates, product news, and personalized messages to users.

Communication 89

Communication Customer Success Customer Journey Webinar 89

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 98

B2B Customer Success Customer Service B2C 98