Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. Mobile vs desktop retention. This post is the second of two that are based on our Omnichannel white paper.

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Customer Journey White Paper Social Media B2C 40

Education Services Group

APRIL 25, 2021

In the early stages of Customer Success, CSMs have a tendency to fall into supportive, reactive roles as the organization finds its footing. But once you’ve leveled up, it’s critical to ensure your CSMs have a plan of action to follow based on advanced analytical insights, customer segmentation, and customer journey maps.

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Customer Success White Paper Roadmap Customer Journey Mapping 91

Integrity Solutions

APRIL 19, 2024

Create and share a library of content that matches with that customer’s needs/industry/role/other information you’ve learned about them. Add value that’s relevant to them throughout the journey. This is essential to customer retention and loyalty. You want the customer to come back next time every time.

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Sales Loyalty White Paper Contact Center 103

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Unlike computers, they recognize and respond to customers’ hidden, and powerful, emotional responses. Download our white paper, Neuroscience and Customer Success , to learn more about the implications discussed in this blog post.

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White Paper Download Customer Success 2015 51

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

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White Paper Advertising Customer Retention Customers 63

inQuba

JANUARY 10, 2019

Journey Management offers a pragmatic approach for large organizations to leapfrog into a new era of orchestrated customer journeys with early and continuous demonstrable value creation. Digitization has changed the business environment leaving customers in control of who they choose to do business with. Cross-Sell.

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White Paper Management Customer Retention Customer Journey 40

Education Services Group

JULY 30, 2018

Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) Each customer journey is unique to the product and business, and each business is looking for particular outcomes. Share with us – How do you approach segmentation to drive customer outcomes?

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White Paper Download Blog Metrics 53

Education Services Group

MAY 11, 2018

If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. In short, it’s the idea that most CS teams focus on their biggest customers, typically because of limited resources. The five big ways vCSMs will supplement your CS team: Customer journey mapping and opportunity discovery.

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White Paper Customer Success Engagement Customer Journey Mapping 40

Education Services Group

MAY 25, 2018

Yes, there must be a foundation of quality product design and thorough onboarding, but customer education goes beyond how a product works to revealing how customers can reach outcomes faster. And that’s a revelation that must remain present throughout the customer journey. Still doubtful? 135% increase in product usage.

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Customer Success White Paper Customer Journey Mapping Return on Investment 45

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

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Customer Satisfaction Measurement White Paper B2C 60

CustomerSuccessBox

JUNE 21, 2022

The customer begins to understand that the onboarding manager will take them through their customer journey. Most often, what happens is that too much of the customer information is not shared or lost during the hand-off process. So you need to understand how you can add value to their customer journey.

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White Paper Customer Retention Webinar Sales 52

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense.

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Airlines Hotels Customer Experience White Paper 65

Education Services Group

OCTOBER 4, 2018

It’s your job to set customer expectations, drive them toward success, and ensure they get value from your product as early and frequently as possible. Check out the full list in our white paper, Onboarding your Customers with Purpose, Momentum, and Precision.

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White Paper Download Customer Success Blog 53

Education Services Group

FEBRUARY 1, 2023

In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” we shared a timeline that CS leaders should allot 6 to 12 months to test, iterate, and validate the initial engagement models, customer journeys, health scores, playbooks, and broader data mapping.

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White Paper Customer Success Metrics Hotels 52

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. For many customers, consistency must be a given. Enables Successful Customer Journeys. How to Build a Customer Service Knowledge Base.

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Customer Service E-support Article Document 62

ChurnZero

SEPTEMBER 30, 2021

You just want to make sure you don’t assume that a sales operations person is going to build your enablement playbooks, because they probably don’t know the customer journey. Q: How long does it take to implement a Customer Success Operations role or strategy? It’s a very different function.

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SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Annette Franz, CEO, and Founder, CX Journey Inc. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association).

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Customer Success 2021 White Paper Contact Center 17

Qualtrics

MARCH 2, 2021

You could spend millions implementing a new cool idea, but if customers don’t perceive it to be valuable, then it’s money wasted. Get to know what drives your customers expectations, and understand how much value they place on every part of the customer journey. We don't just write white papers.

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Customer Service Social Media White Paper 2021 29

SmartKarrot

JUNE 11, 2020

Having done that, you can create e-books, editorials, white papers and blog posts that zero in on about outlining specific issues that your potential prospects are facing at the moment. This can be better understood with many customer journey examples. Let me elucidate this further with another customer journey example.

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