ChurnZero

MARCH 17, 2023

They also found that, on average, 65% of accounts with an “executive change” churn within 12 months. That means having a playbook for dealing with key account change is not just an opportunity, but it’s essential for your healthy recovery, says Ali. In our webinar, “ Your customer champion just left. Now do this. ”

Customers 98

Customers Sales Management Engagement 98

ClearAction

MARCH 22, 2024

And nowhere is that more evident than in executing on the commitment to becoming customer-centric and making it more than just words.” ” It’s not about control or heroics or individual glory. — It’s about everyone keeping their eye on the ball: customers’ well-being.

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

ChurnZero

MARCH 17, 2023

They also found that, on average, 65% of accounts with an “executive change” churn within 12 months. That means having a playbook for dealing with key account change is not just an opportunity, but it’s essential for your healthy recovery, says Ali. In our webinar, “ Your customer champion just left. Now do this. ”

Customers 96

Customers Sales Management Engagement 96

West Monroe

JANUARY 15, 2024

About the episode Explore the essence of digital transformation. Gain insights into the human element of digital transformation, delve into how organizations are aligning their digital visions with practical execution, and learn how companies can effectively navigate this ongoing journey.

Technology 52

Technology Customer Centricity Innovation Measurement 52

CSM Magazine

JANUARY 22, 2024

Any accounting company that wants to grow must prioritize its approach to customer service. In this article, we’ll share ten tips for accounting companies to improve their customer service and keep their clients happy. Accounting companies should communicate clear time frames for responses.

Customer Service 52

Customer Service Financial Communication Customers 52

ChurnZero

JUNE 2, 2023

Regardless of why it happens, the unmanaged key account change is the single greatest leading predictor of churn. Sturdy found that when a customer champion leaves, there is a 51% chance that account churns within the next 12 months. Our internal research shows only about half of Customer Success organizations have such a play.

Net Promoter Score 98

Net Promoter Score Webinar Customer Success Customers 98

SurveySparrow

MARCH 5, 2024

Through Executive Dashboards! Executive Dashboards serve as visual tools, converting complex data into graphical representations. These visual representations will help business executives make effective decisions with dashboard insights. What is an Executive Dashboard? Explore our executive dashboards now!

Insights 52

Insights Net Promoter Score Hospitality Healthcare 52

BirdEye

APRIL 16, 2024

Whether you’re a blogger, an e-commerce business, or a multi-location business, this guide has something for everyone to fully utilize their Pinterest business accounts and drive meaningful engagement. The Pinterest audience comes to the platform for inspiration rather than to follow any business account. Let’s get started!

2024 69

2024 Social Media Multi-Channel E Commerce 69

Zeisler Consulting

OCTOBER 22, 2020

I’ve written previously about different job postings with CX-sounding titles. Customer Success roles are often at executive levels, although these leaders also usually have teams helping them out, too, so not all CS roles are executive in nature. There’s nothing less noble about that.

Customer Success 93

Customer Success Customer Centricity Culture Customers 93

CSM Magazine

JANUARY 26, 2024

Problem Resolution Customer support helps players resolve different problems, including account inquiries, technical problems, and payment problems. Assistance and Information Players often need information about promotions, game rules, or responsible gaming resources. Customer service offers accurate and speedy assistance.

Customer Service 52

Customer Service Fashion Communication Information 52

Retently

AUGUST 23, 2023

One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

ClientSuccess

SEPTEMBER 28, 2020

In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization. The bottom line: increase account growth and decrease customer churn.

Customer Success 105

Customer Success NPS Sales Customers 105

ClientSuccess

OCTOBER 5, 2020

When a new customer first comes onboard with an organization, the CSM will map out the customer lifecycle journey that highlights areas of growth potential within an account. Customer ROI goes beyond the monetary value of an account. Increasing ROI with better customer relationship management.

Customer Relationship Management 80

Customer Relationship Management ROI Customer Relationships Management 80

Waypoint Group

MAY 24, 2022

Our first in this series about Marketing’s need to rise to the “subscription economy challenge” focused on creating shareholder value through a focus on NRR. Which would you rather show on your resume: (a) “Executed demand gen campaigns to increase sales-ready leads by 23%” OR. (b) Which accounts are likely to churn?

Sales 52

Sales Customer Success Marketing Engagement 52

BirdEye

MARCH 22, 2024

Tracks follower growth and demographics across all social media accounts. Instagram Insights Instagram Insights, Instagram’s built-in analytics tool, is an invaluable resource for business and creator accounts aiming to optimize their social media presence.

Social Media 59

Social Media Multi-Channel 2024 Metrics 59

West Monroe

OCTOBER 18, 2023

Two years ago, I wrote about why you should demand ROI from consulting partners. Value is also a common language across a diverse set of executives influencing a single business decision. The challenge is not just about spending, but ensuring it's spent wisely across the organization. The difference between then and now?

ROI 59

ROI Roadmap Financial Consulting 59

ChurnZero

DECEMBER 14, 2022

For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it. Boosting account renewals and expansions using data and automation. Today, this customer segment’s NRR is at 124%.”

2022 98

2022 Customer Success NPS Customer Satisfaction 98

Gainsight

SEPTEMBER 14, 2023

You’ll know your customer health scorecards are an asset when you can confidently respond to the executive inquiry: “What does your customer base look like right now?” Holistically, you should be able to know which customers are at risk, so that your CSMs and executives understand how to engage to get those customers back on track.

Metrics 52

Metrics Webinar Measurement Engagement 52

Kustomer

SEPTEMBER 1, 2023

With the right CRM, companies can gather more information about their customers, outperform competitors and deliver better support. Many customers have apprehensions related to protecting their accounts and sensitive data. Customers need access to their accounts and clients expect to engage with their advisors from anywhere.

Financial 98

Financial Omnichannel Loyalty Information 98

Totango

FEBRUARY 5, 2021

Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. Demonstrating the value of Customer Success to executives is crucial. Start by considering what’s most important to your executives. KPIs to Share With Executives.

Customer Success 72

Customer Success Net Promoter Score Presentation Financial 72

West Monroe

DECEMBER 4, 2022

We spoke with numerous clients about how they’re currently navigating through the uncertainty in the current economic environment. First, CSMs are less expensive than a typical account executive. This will enable you to coordinate across functions to mitigate churn and drive account growth.

Interaction 52

Interaction B2B Innovation Technology 52

West Monroe

DECEMBER 4, 2022

We spoke with numerous clients about how they’re currently navigating through the uncertainty in the current economic environment. First, CSMs are less expensive than a typical account executive. This will enable you to coordinate across functions to mitigate churn and drive account growth. Doing more with less.

Interaction 52

Interaction B2B Innovation Technology 52

Totango

DECEMBER 7, 2023

Each pod consists of two account executives, two customer success managers (CSMs), and a product manager who meet weekly to review Totango scorecard metrics for the vertical and discuss opportunities, risks, renewals, product roadmaps, and more. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 89

Sales NPS Customer Journey Customer Success 89

Daniel Group

MAY 4, 2023

4 Ways CX Governance Can Transform Your Customer Experience Strategy What happens when the senior executives have not defined how the organization’s Customer Experience strategy fits into the company’s priorities, and there isn’t a regular plan for providing program governance? Low engagement from the frontline.

Government 52

Government Customer Experience Touchpoint Loyalty 52

Totango

DECEMBER 3, 2021

Customer health is a consolidation of all the information that a company has about its customers, from all probes, people, and systems, past and present. Totango offers two ways to calculate and track customer health: Account Health and Multidimensional Health. Account Health . Multidimensional Health . Ready to get started?

Metrics 92

Metrics Measurement Customer Satisfaction Customers 92

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team.

Books 52

Books Customer Success Webinar Communication 52

ClientSuccess

FEBRUARY 1, 2021

After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. Can we use this platform to manage customers throughout their entire account relationship? And finally, transparency.

Customer Success 104

Customer Success Webinar NPS 2020 104

Waypoint Group

JUNE 3, 2022

Here’s how to execute an effective “listening” program. The good news is that those existing accounts are in the position to be open and share. Yet the context of their daily interactions often prevents this critical motion because they are often working on tactical execution with end users, champions, administrators, and the like.

Transportation 52

Transportation Books Feedback Article 52

Waypoint Group

JUNE 3, 2022

Here’s how to execute an effective “listening” program. The good news is that those existing accounts are in the position to be open and share. Yet the context of their daily interactions often prevents this critical motion because they are often working on tactical execution with end users, champions, administrators, and the like.

Transportation 52

Transportation Books Feedback Article 52

ShepHyken

FEBRUARY 5, 2021

He writes about how to turn negative customer service interactions into positive experiences. In these situations, it may also be helpful to gather other agents and employees to talk about how you should go about handling the negative feedback. Summary: Accountability and Communication. There are two sides to every story.

Customer Experience 97

Customer Experience B2B Travel Article 97

Waypoint Group

AUGUST 8, 2022

Would you like to meet with your key stakeholders in the account on a regular cadence to align on perceptions, future, and priorities? Make it all about them: 1. To make the best use of THEIR time, ask them to complete a ~3-minute assessment questionnaire informing you about their perceptions of key experiences and outcomes.

Customer Success 52

Customer Success Feedback Information Management 52

ChurnZero

JULY 30, 2021

With these integrations, ChurnZero not only pulls data from these CRMs into our application, allowing you to access important notes and information about your customers, but also allows you to make updates to the data in ChurnZero and push it directly back to your CRM. Or, not sure how many accounts live in your “Enterprise Account” segment?

Customer Success 98

Customer Success Roadmap Leadership Customer Satisfaction 98

Totango

JULY 23, 2021

Chief Customer Officer : The highest-ranking member of the CS team, the CCO works with the executive board to create and implement CS strategies, champions a customer-centered mindset within the company, and unifies customer data to create a comprehensive, 360-degree view of customers that is accessible to all team members. Plus, it’s free!

Customer Success 126

Customer Success Chief Customer Officer 2021 Sports 126

Wootric

JUNE 1, 2020

Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. . What does this look like? ” — Kyle Poyar, Market Strategist, OpenView.

Customer Experience 104

Customer Experience User Experience Touchpoint Metrics 104

Optimove

FEBRUARY 26, 2024

Accelerates ideation-to-execution – Marketers shouldn’t have to wait for other teams to provide the insights needed to create new engaging campaigns. As a result, marketing teams can move from insight to execution instantly. With Optimove, iGaming operators create real-time campaigns that take player history into account.

Marketing 52

Marketing Download Demo Loyalty 52

Circular Edge

JULY 29, 2022

Learn about the 5 triggers that indicate QuickBooks is failing your business and how moving to a single, integrated cloud-based system is a better solution. QuickBooks is the best fit for many businesses on day one, but is it the right choice to enable rapidly growing businesses to sustain and accelerate growth? Download this white paper.

White Paper 52

White Paper Apparel Telecommunications Transportation 52

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. This can be manual and biased, leading teams to the wrong conclusions about what needs to change. What does the data show about common reasons customers churn? Reducing churn is at the forefront of all marketers’ minds. Engagement.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journey Touchpoint 97