Comm100

JUNE 15, 2022

Speak with management and the wider team so action can be taken to improve business operations. In particular, ensure to include customer-facing team leaders who are in the best position to drive change. Provide clear communication to the customers, so they are aware the program will improve their experience going forward.

Blog 86

Blog Brands Customer Experience Net Promoter Score 86

Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth.

Multi-Channel 113

Multi-Channel 2023 Customer Success Omnichannel 113

Totango

JUNE 21, 2023

The cross-functional nature of customer success As we continue to redefine the landscape of customer success (CS), one thing is clear: the customer journey is a collaborative endeavor that involves marketing, sales, customer success, and product teams.

Communication 83

Communication Customer Success Customer Journey Webinar 83

ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. Playbook Vectors by Vecteezy.

Webinar 72

Webinar Customer Success Blog Customer Journey 72

Team Support

JUNE 20, 2023

By implementing effective strategies, businesses and customer support teams can rise above the limitations imposed by the current economic climate and deliver exceptional experiences. This approach ensures consistency, accuracy, and saves precious time, allowing support teams to handle a higher volume of inquiries effectively.

Customer Satisfaction 97

Customer Satisfaction Webinar Culture Interaction 97

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

2018 59

2018 Blog B2B 2014 59

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. However, disconnected channels create disconnected communication. You must maintain a consistent experience and service level across all channels – and the only way to achieve this is through omnichannel communication.

2024 78

2024 Innovation Customer Service Omnichannel 78

BirdEye

OCTOBER 11, 2023

This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. IBM has shown that 50% of insurance customers prefer personalized digital communication to telephone- and postal-mail-based communication.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector.

Innovation 85

Innovation 2023 Customer Success Sales 85

ShepHyken

JANUARY 5, 2018

I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. Not all customers like to communicate the same way, especially when there are multiple ways to engage. – Shep Hyken. Let’s face it, customer service is the lifeline of any company.

Blog 80

Blog Customer Service Poor Customer Service Multi-Channel 80

One Millimeter Mindset

APRIL 6, 2021

How do you plan on communicating the power of those certifications? Where the lines of communication and collaboration become professionally ambiguous. As you emerge into the post-pandemic global business ecosystem, soft skills are mission-critical to communicating cross-functionally. First, how will you talk the talk?

Leadership 77

Leadership Consulting 2020 Communication 77

One Millimeter Mindset

APRIL 13, 2021

Are you bringing out the cross functional best in your teams? Or do specific team members continuously frustrate and disappoint you? Now, walk around the (virtual) team table. Then, take a different seat at your team’s table. Suggestion 3 – To bring out the best in your teams, trade places. How’s it going?

Leadership 82

Leadership Consulting Innovation Presentation 82

CSM Magazine

DECEMBER 13, 2023

Communicate what people can expect from your products or services. Use improved communication to address issues before customers notice them. Create a positive workplace environment that encourages collaboration, open communication, and recognition within the workforce. Create a system that collects feedback regularly.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

One Millimeter Mindset

NOVEMBER 26, 2020

In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. And so is this blog post. And what can you leverage, moving forward, to become a purpose-driven, trust-based cross-functional leader? However, this is a very different year for all of us. Looking for a 1:1 coach?

2020 124

2020 Innovation 2019 Leadership 124

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. This blog post covers the six metrics every Customer Success professional needs to know.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

BirdEye

JANUARY 17, 2024

In this blog, you’ll learn what social media approvals are, why having the proper social media post approval process in place is critical, and how to set yourself up for success while managing social profiles for multiple locations. ” That’s why having a structured social media approval process is so critical.

Social Media 109

Social Media Multi-Channel Demo Feedback 109

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Many customer service teams face significant challenges holding them back from realizing a complete customer view, including: Unifying disparate systems.

Blog 91

Blog Customer Service Contact Center Customers 91

ShepHyken

MARCH 2, 2018

It’s what Baby Boomers and Generation Xers want as well, so we can safely assume that shoppers of all ages want to feel special when they cross the threshold of a luxury goods store. With luxury retail brands, the goal should be to build a culture where the sales team feels it is its primary task to delight clients. What does it take?

Retail 79

Retail Blog Culture Article 79

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Offer self-service functionalities through community and knowledge centers. Deliver in-app guidance and content aimed at prioritizing user adoption. Customer health.

Customer Success 91

Customer Success 2023 B2B Customer Relationship Management 91

One Millimeter Mindset

APRIL 20, 2021

First, read these 3 blog posts. Planning your next team, corporate or association meeting? Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. One millimeter at a time.

Leadership 79

Leadership Consulting Innovation Presentation 79

ChurnZero

APRIL 15, 2022

If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. As the team expanded, so too did the need for automated, scalable processes and engagements.

ROI 98

ROI Presentation Metrics Sales 98

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

One Millimeter Mindset

MARCH 18, 2021

Because your professional success involves creating a cross-functional passport, so you get to where you really need to go. Many of you reading this blog are mid-career professionals. By that time, you focus on developing skills to become more professionally visible, cross-functionally relevant, and strategically visible.

Leadership 72

Leadership Consulting Culture Innovation 72

Totango

AUGUST 8, 2021

In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations. Offer Relevant Communications. Build a Customer Community.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customer Journey 118

ChurnZero

JANUARY 25, 2024

As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles. Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

2024 52

2024 Customer Success 2023 Leadership 52

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. What’s more, it will help you build a link between your CX team goals and the broader company goals. So, let’s get started!

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Success 105

Customer Success Customers Measurement Communication 105

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. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 90

Customer Success Management Social Media Sales 90

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 98

Customer Care Transportation Social Media Government 98

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. When you’re traversing up, down, and across an organization, you’re bound to encounter some cross-functional friction. Bri Adams , Customer Success Team Lead, ChurnZero. Incentivize cross-functional requests. All of the above (and more).

Customer Success 59

Customer Success Management Roadmap Feedback 59

Totango

SEPTEMBER 22, 2020

Offer Relevant Communications. Build a Customer Community. Create a Cross-Functional Customer Journey Team. Offer Relevant Communications. Every communication should be relevant to the customer’s needs and situation to be of value. Create a Cross-Functional Customer Journey Team.

Customer Engagement 95

Customer Engagement Engagement Customer Journey Customer Success 95

SurveySparrow

JUNE 30, 2023

In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact. 3 Collaborate with cross-functional teams Engage with relevant teams (e.g., Collaborate with teams to roll out new features, services, or processes. #9

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

Beyond Philosophy

JULY 29, 2021

” However, the truth is I built an excellent team. So, today, we will look at the 5 Rules for building a successful Customer Experience team. . So, if you’re trying to build a successful team, I hope these help. The Five Rules for Building a Successful Customer Experience Team.

Customer Experience 89

Customer Experience Consulting Communication Customers 89

Optimove

JANUARY 3, 2024

Transparently communicate how their data is employed, instilling trust and compliance right from the customer’s perspective. Essentially, cross-channel consistency should always start with the customer’s experience in mind.   11. Data practices should always start with the customer’s consent and trust. 

2025 59

2025 Marketing 2024 Customer Centricity 59

ClearAction

NOVEMBER 11, 2022

Your Marketing team supports customer retention in balance with customer acquisition. Include cross-functional representatives in each workshop. Communicate to customers what you plan to do, and at a promised time, what you have achieved. Your non-customer-facing groups and partners learn how to prevent issue occurrence.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

SurveySensum

JANUARY 22, 2024

They can be anyone from the clients or customers who want the final product to be perfect, to the team members who do the work, to the investors who want to make a profit. In this blog, we will look at why stakeholder expectations are so important and strategies to balance their expectations. It’s like an art.

Management 52

Management Demo Communication Financial 52

Amity

JANUARY 16, 2019

Enforce Cross-Functionality. A cross-functional approach helps organizations build a customer-centric mentality. The lack of cross-functionality leads to departments which are working individually, with their own solutions and encourages silos. Webinars, blog posts, and events can help you build your advocates!

Customer Success 66

Customer Success Sales Communication Webinar 66