Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Challenge things honestly, be bold and be kind.

Customer Success 101

Customer Success Webinar Chief Customer Officer Leadership 101

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. Original Article by Valoir Incorporated. Increased context reduces ACH.

Leadership 52

Leadership Customer Experience Contact Center Books 52

Alida

JANUARY 18, 2017

To re-invigorate sales, automakers and dealers must address the factors that contribute to customer frustration. To provide a better shopping experience, automakers need to focus on pain points in the customer journey. For the past century, cars have been an integral part of the American dream. All of that’s about to change.

Automotive 179

Automotive Retail Competitive Advantage Customer Satisfaction 179

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. However, many companies struggle to find new ways of engaging employees, especially in hybrid and remote work environments.  .

Engagement 87

Engagement Contact Center Culture Feedback 87

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Can CSAT improve customer experience? .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Stella Connect

MARCH 30, 2022

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program. Nixed the idea of a call center rewards program for similar reasons?

Rewards Programs 52

Rewards Programs Call Center Contact Center Culture 52

Gainsight

OCTOBER 17, 2023

Customer Success professionals are under more pressure than ever. Secure more renewals and customer expansion opportunities. Here’s the thing: The economic headwinds and premium on efficiency mean company leadership is asking Customer Success Managers (CSMs) and other customer-facing teams to do more with less.

Leadership 52

Leadership Social Media Article Engagement 52

BirdEye

APRIL 3, 2023

However, rising oil prices and a lacking infrastructure made this type of transportation difficult. That said, there are other great reasons to learn how to draft a business plan: Business plans have value as internal documents to help guide the operations and activities of the company. Table of contents What is a business plan?

Financial 52

Financial Airlines Document Sales 52

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. But if you want to have more than a one-dimensional relationship with your customer, only talking about your product isn’t enough.

Banking 98

Banking Customer Success NPS Customers 98

West Monroe

OCTOBER 19, 2023

Transformation is key to building agility and maintaining growth amid challenges such as a shrinking labor force. But by 2030, they expect digital operations to deliver tangible benefits in the form of speed and flexibility, customer satisfaction, and financial returns. trillion by 2026—representing a 57% increase from 2023.

ROI 52

ROI Technology Return on Investment 2030 52

Call Experts

NOVEMBER 28, 2018

If we look at the surveys, the biggest challenge to the adoption of AI is related to strategy development and managing return on investment. It is challenging to design end-to-end AI solutions and understand functional silos. It is challenging to design end-to-end AI solutions and understand functional silos.

Call Center 58

Call Center 2018 Contact Center Return on Investment 58

Bold360

NOVEMBER 25, 2019

The importance of frontline, customer-facing employees cannot be understated. As the people who directly engage with customers on phone or in person, they are at the forefront of your company as the face of your brand. Here’s a sneak-peek at what Ovum found and what a customer care team manager like you is experiencing.

2011 40

2011 Call Center Customer Satisfaction Engagement 40

Integrity Solutions

MAY 20, 2019

One of the biggest issues on the minds of L&D professionals working in and with financial institutions today: What separates the most effective tellers, CSRs, loan officers and other bank and credit union employees from all the rest? Others just assume the customer won’t want or need any additional products, so they don’t even go there.

Sales 74

Sales Banking Financial Loyalty 74

BirdEye

JUNE 21, 2023

A competitor analysis evaluates the choices your customers have when shopping for your product or service. It would be nice if simply producing a quality product and delivering exceptional customer service were all you need to ensure that your doors never close. ” That’s where competitor analysis comes into play.

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

Storyminers

APRIL 12, 2021

What have you found most challenging as a leader of a small or medium enterprise? Of course, in the beginning, you may be filled with doubt and spend too much time thinking about every issue because you lack the experience. Since I work primarily in professional services, the hardest thing is knowing what my future clients need.

Leadership 96

Leadership Books 2021 2018 96

CSM Magazine

NOVEMBER 12, 2015

Maybe the best way to begin to describe excellent customer service is to talk about what it isn’t. It’s the opposite of this title, “The Lousy Customer Service We Receive Every Day.” ” Excellent customer service is seriously lacking most places we spend our money. Sure you can. How bad is it?

Poor Customer Service 65

Poor Customer Service Customer Service Airlines Hotels 65

SurveySparrow

JANUARY 28, 2020

That’s probably been the biggest challenge we’ve faced: pushback from people who want or expect, it to be easy.”. Your lifelong passion for customer experience (CX) has led you to create Heart of the Customer – a firm that assists companies in increasing customer engagement. So let’s jump in!

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

Magellan Solutions

APRIL 1, 2020

Ask these people who failed big in life and they would show you how you can see your biggest strength when you’re pulled into the rock bottom. Without customers, businesses are forced to stop operations which can then lead to layoffs to skyrocketing unemployment applications. This limitation comes with a price.

Government 52

Government Leadership 2003 Events 52

ProProfs Chat

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science. Customer Support Defined.

Multi-Channel 106

Multi-Channel Customers Social Media Definition 106

Inbenta

MAY 16, 2022

But how exactly is the telecom industry adapting to the challenges of today’s market? But how exactly is the telecom industry adapting to the challenges of today’s market? One of the biggest advantages of using AI technology is the incorporation of machine learning. 2020 saw spending drop to $1.3

Telecommunications 52

Telecommunications Call Center Customer Satisfaction 2024 52

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” Why employee engagement is important to the customer experience. Lezli Harrell, Vice President at COPC Inc.,

Engagement 59

Engagement Customer Experience Culture Government 59

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Culture Management Leadership 52

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Author: Steve Nattress There are multiple factors that feed into the customer experience. At a basic level companies need to deliver the information that consumers want, as quickly, accurately and consistently as possible.

Loyalty 49

Loyalty Insurance 2016 Contact Center 49

Kustomer

APRIL 15, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by guests Matt Dixon from Tethr and Vikas Bhambri from Kustomer to discuss Matt’s most recent research on over one million customer service phone calls. Adapting in the Biggest Stress Test Ever for CX.

Contact Center 92

Contact Center Call Center Travel Insurance 92

Tricia Morris

AUGUST 12, 2016

The survey questions also uncovered certain traits consistent with the most mature companies. The survey questions also uncovered certain traits consistent with the most mature companies. They integrate their digital strategy with the company’s overall strategy. They cultivate a dynamic culture.

Culture 49

Culture Innovation Retail Management 49

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees. Things just got deep.).

Customer Success 69

Customer Success Culture 2025 Webinar 69

Integrity Solutions

MARCH 9, 2022

They’re beginning to question what value they can bring in a multichannel world where customers can find any information they need from an internet search and a cognitive agent. And high turnover can impact your customer’s perception of your brand and their confidence in your ability to meet their needs.

Sales 75

Sales Culture Leadership Feedback 75

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Customer Expectations 40

Customer Expectations 2012 Social Media Measurement 40

SurveySparrow

APRIL 28, 2022

Market research is the process of gaining your target customer’s insights about new products, competitors, preferences, or more. Market research is all about gaining valuable information on things that could benefit a company and help them grow. We all have had our share of coke, haven’t we? They are a success, no doubt.

2022 52

2022 Marketing Customer Service Representative Advertising 52

SurveySparrow

MARCH 9, 2019

Having a solid brand name amongst customers is one of the biggest dreams of brands around the world and most businesses spend hundreds of thousands of dollars to be on the top of their customer’s minds. The kind of experience a customer has with your brand will be a huge reason for why they want to remain with you or not.

Brands 81

Brands Customer Experience Net Promoter Score NPS 81

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. In some sectors (such as retail), email makes up 30% of customer service interactions.

Engagement 52

Engagement Customer Service Social Media Contact Center 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Anna’s Customer Success experience runs the gamut – from her early roles as an individual contributor to leading and scaling teams of her own.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Amity

OCTOBER 3, 2016

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Jason: The first 90 days of an implementation are critical.

ROI 76

ROI Roadmap Measurement Customers 76

West Monroe

JANUARY 24, 2023

Our perspective: The companies that come out on top this year—and in the future—will be those that manage to mitigate near-term risks while still achieving quick wins and making long-term gains. Let’s set the scene: The past few years have been an economic rollercoaster. That’s not to say you should shoot for the moon.

2023 52

2023 Innovation E-support Healthcare 52