Kapta Customer Success

MAY 21, 2024

Adapting your key account management approach as customers change is crucial. Read this blog to learn what it takes to succeed in key account management today.

Management 45

Management Blog Customer Change Customers 45

BirdEye

NOVEMBER 8, 2021

The answer is likely no, and you’re not alone – According to a study on how many customers read reviews , 95% of customers read reviews before making a purchase. From the business’ perspective, review management is an important piece of an overall marketing strategy. How to respond to customer reviews?

Management 52

Management Social Media Consumers Feedback 52

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. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Customer Success 128

Customer Success Customer Centricity Financial Metrics 128

CX Journey

JUNE 17, 2019

There’s a New Hire Fail Employees are critical to customer experience transformation success. First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. Customers change.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

Storyminers

JULY 7, 2020

After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them. The more adaptive companies will excel at keeping pace with their customers’ changing needs. What’s the most important thing contact center managers should prepare for in 2017?

Contact Center 59

Contact Center Customer Expectations 2017 Management 59

Beyond Philosophy

SEPTEMBER 26, 2020

Understand that customers change their minds. We recommend discovering these moments by mapping customer behavior rather than process. Develop strategies to manage the potential negatives of the bias.

Books 158

Books Consulting Presentation Customer Satisfaction 158

Customer Bliss

APRIL 27, 2018

These are often done separately from one another, and are not usually guided by the customer journey to manage timing or prevent survey fatigue. Organize all surveys by stage of the customer journey in which the customer receives it. We coach leaders to be a part of the conversation by asking only clarifying questions.

Effort Score 181

Effort Score Customer Journey Social Media Call Center 181

ShepHyken

JULY 29, 2016

This is the idea on which we founded our entire company — omni-channel customer service communication. The idea that when your customer changes the channel (i.e. These three proven practices will help your business create a customer-centric culture and help personalize the customer service experience.

Blog 89

Blog Customer Service 2005 Social Media 89

Customer Guru

JUNE 19, 2018

But, the manager denied access as Starbucks’ policy is that only (paying) customers can access the restroom. The manager might not have intended for them to get arrested and be held in for more than 8 hours. The manager might not have intended for them to get arrested and be held in for more than 8 hours.

2018 89

2018 Poor Customer Service 2015 Customer Retention 89

Totango

DECEMBER 1, 2021

When agile methodology is imported to a customer success context, it serves to optimize collaboration between success management teams and clients in order to deliver clients better outcomes aligned with their goals. Making CS management more responsive to real-time conditions. Define how to measure success. Allocate Resources.

Innovation 103

Innovation Customer Success Document Government 103

ChurnZero

FEBRUARY 8, 2022

In the HBR article, “ Ten Reasons People Resist Change ,” Rosabeth Moss Kanter, the Arkbuckle Professor at Harvard Business School and author of the book Think Outside the Building , outlines the most common reasons people fight change. This is important when it comes to designing your change management process.

Customer Change 98

Customer Change Management Customer Success Customers 98

TechSee

NOVEMBER 17, 2022

Regardless of the deployment option, agents can initiate and manage mobile mirroring as another tool in their TechSee dashboard, alongside live video calling, screen sharing, AR guidance, and more. The Practical Impact of Mobile Screen Mirroring. Scenario 2.

User Experience 109

User Experience Connections Customers Travel 109

Totango

FEBRUARY 5, 2019

Maintaining customer success efforts. Maximizing post-sale customer management. Servicing the customer. Before we consider the solutions, let’s look at the reasons why customers churn in the first place. In most cases, data-driven customer management can rekindle interest and progress the relationship.

ROI 76

ROI Customer Success Customer Journey Roadmap 76

LiveChat

SEPTEMBER 10, 2015

Luckily for the rude customer, the store manager agreed to replace the phone with a new one. After an intense discussion, customer changed her mind and asked for an iPhone 6 Plus. The manager explained that she could not have it without additional costs. Stop, never say “can’t” to a customer.

Customers 75

Customers Customer Service Management Presentation 75

Totango

NOVEMBER 27, 2023

Refining post-sale strategies to better understand and meet the needs of customers. All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks.

Customer Success 98

Customer Success 2023 B2B Customer Relationship Management 98

Maz Iqbal

SEPTEMBER 18, 2014

To encourage and ensure that managers had a lived-experiential understanding of the work of each function and how it related to the work of other functions. Changed the work context so that cooperation was called forth between Housekeeping, Maintenance and the Front Desk (receptionists). Did management pursue this option?

Customer Centricity 67

Customer Centricity Hotels Travel Leadership 67

BirdEye

MAY 14, 2021

You’ve probably noticed a lot of changes in the digital marketing environment over the past few years. Why do you think that so many marketers have shifted their focus from paying for digital ads to online reputation management? There is not a single linear experience for the customer. It has to a certain extent.

Customer Journey 89

Customer Journey Marketing Touchpoint Social Media 89

Eptica

APRIL 30, 2021

Date: Friday, April 30, 2021 Author: Pauline Ashenden - Demand Generation Manager The benefits of building emotional intelligence in your team. Published on: April 30, 2021.

Call Recording 72

Call Recording 2021 Webinar Customer Satisfaction 72

ChurnZero

JANUARY 28, 2022

I’ve had the pleasure of working with some incredible teams during my time in Customer Success. So, I’d like to give a quick shoutout to Lauren Dill , Director of Success & Services at Ellevation Education, and Kelly Jo Drey , Partner Success Operations Manager at FreeWill. Make Adoption Stick with a Change Management Mindset.

Document 98

Document Feedback Customer Success Call Recording 98

Daniel Group

FEBRUARY 5, 2021

Lynn Daniel, CEO, The Daniel Group, interviews Jodi Phillips, Marketing Manager, Butler Ag Equipment. They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers. So we evaluate our introduction to the customer. Butler Ag Equipment.

Leadership 111

Leadership 2011 Communication Culture 111

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over.

Customer Success 59

Customer Success Webinar Leadership 2020 59

BirdEye

SEPTEMBER 11, 2023

Imagine you own a small restaurant and encourage your customers to leave reviews on your Google Business Profile or social media pages. One day, a customer writes, “The food was delicious, but the service was slow.” ” That’s AI in social media management working in the background.

Feedback 108

Feedback Insights Social Media E-support 108

Influitive

OCTOBER 21, 2015

Customers who participate in advocate marketing programs have an emotional connection to the brand , making these relationships stronger over time, even if that customer changes companies. “We Advocate marketing programs can help employees enjoy their jobs more, and in turn, provide better service to customers.

B2B 99

B2B Marketing Social Media Advertising 99

Experience Investigators by 360Connext

JULY 24, 2019

Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out. CX Problem #3.

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

ChurnZero

MARCH 25, 2022

This allows the manager or tCSM to notify the customer at exactly the right moment of what’s to come and who will be taking over their account. In situations where the tCSM is leaving your organization or the consider a little extra care with these steps: Introduce the nCSM ASAP and have the nCSM’s manager make the introduction.

Books 98

Books Touchpoint Customer Success Customers 98

ClientSuccess

AUGUST 10, 2022

It’s important to realize that these are questions that nearly all customer success teams have at one point or another. Of course, you’re most likely measuring all of these metrics and dutifully tracking when a customer changes course. Customer contact engagement. Customer sentiment and account health.

Customer Success 78

Customer Success Metrics NPS Measurement 78

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D., when making decisions.

Culture 83

Culture 2002 Customer Centricity 2007 83

Totango

NOVEMBER 27, 2023

However, a customer’s health score is constantly shifting. At different points in their journey, your customers will need a customer success manager (CSM) to help facilitate the next step or solve an issue. Dishman notes that a common mistake people make is having a “set-it-and-forget-it” mentality around health scores.

Customer Success 111

Customer Success Touchpoint Customers Insights 111

C Space

MARCH 12, 2020

Demand Shock: Some companies are set up to manage disruption much better than others. This is not only hard to manage and bad for sales – as the photos of empty shelves in supermarkets and online recipes for DIY hand sanitizer are starting to show. This is where closeness to core customer groups plays another critical role.

Tourism 59

Tourism Travel Sales Government 59

CX Journey

JUNE 17, 2019

There’s a New Hire Fail Employees are critical to customer experience transformation success. First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. Customers change.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

ChurnZero

AUGUST 13, 2021

Show whoever holds the purse strings, whether it’s your CFO or the head of the department: “This is how much I need to handle 5,000 customers, or we can hire 10 more Customer Success Managers at this cost.” Another way that a few of our customers do it is through “Meet the team” emails.

Customer Success 98

Customer Success Webinar Communication Return on Investment 98

CSM Magazine

MARCH 3, 2020

Service teams can also use this software to identify the customers that lack designated administrators and are therefore not ready for onboarding. The team can then provide managed services that are tailored to a customer’s specific needs. Additionally, service teams can also monitor the onboarding process through the software.

Customer Success 52

Customer Success Return on Investment Workshop Sales 52

Totango

MARCH 7, 2019

Your customer needs to reduce costs. Your customer changed key personnel. If your customers say your service isn’t returning value, for instance, the real problem may lie in the way you educate and engage with your customer. Employing Strategies to Win Back Lost Customers. Your solution is no longer needed.

Social Media 79

Social Media Customer Success Webinar Customers 79

Gainsight

FEBRUARY 12, 2019

As your customers change priorities and shift strategies, maintaining alignment with their executives and decision makers becomes paramount. With Stakeholder Alignment, Gainsight helps you set up a regular process for executive check-ins, monitor when there are organizational changes, and keep an eye on stakeholder sentiment over time.

Chief Customer Officer 81

Chief Customer Officer Document Reference Measurement 81

ReviewTrackers

SEPTEMBER 13, 2018

Voice of the Customer data. Customer feedback. These sources of information are crucial in helping your business understand why customers do things a certain way. Organizations that monitor, manage, and analyze data from these sources are also in a better position to establish and build trust-based customer relationships.

Consumers 62

Consumers Insights Social Media Call Center 62

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers.

Customer Experience 88

Customer Experience Social Media 2020 Customers 88

Oracle

JULY 22, 2020

Holly Simmons, Vice President, Outbound Product Management for Oracle CX Marketing and CX Unity. Bryan Finfrock, Senior Product Marketing Manager, Oracle. The 90-minute virtual event plans to deliver insights into how marketers can remain resilient in the face of constant change. Agenda highlights.

Marketing 60

Marketing Social Media Events B2C 60