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

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

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

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

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

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

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 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

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 99

Customer Experience B2B Travel Article 99

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

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

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

Brandwatch CX

JULY 6, 2022

With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. Some may wish to track the tweets about their brand or competition, some will want to engage with leads or clients, and others may wish to track the success of their campaigns, among tons of other options.

Travel 139

Travel Metrics Engagement Interaction 139

BirdEye

OCTOBER 16, 2020

If the pandemic has taught credit unions anything, it’s that marketing isn’t just about brand stewardship anymore. planning less, experimenting more, executing fast, and learning on-the-fly). A few key areas where the industry is seeing notable progress for both credit union execution and member adoption?

Technology 98

Technology Marketing Financial Banking 98

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Whenever you think about savings, think about value expansion. Enrich your experts’ wisdom in this direction via Experience Leadership for Experts and Executives.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

COPC

APRIL 1, 2024

This phase is about embracing new technologies and utilizing them as substantive, value-adding instruments. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Initially, they might ask about the process for opening a new savings account.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Education Services Group

MAY 6, 2021

I could go on and on about this topic, but for now here are the key traits that I look for when hiring CSMs. Having a solid candidate that understands the principles of Customer Success will put you at a huge advantage compared to competitors who may have simply “rebranded” Account Managers as CSMs. #3

Customer Success 92

Customer Success Sales Social Media Reference 92

One Millimeter Mindset

DECEMBER 7, 2022

Again, which type of account manager do you think your clients (and colleagues) prefer to trust and depend on? Want to learn more about how to create and execute a career strategy leveraging all the golden stuff beyond your job description? Contact me here to get started.

Consulting 119

Consulting Innovation Leadership Presentation 119

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Looping in Customer Experience. Leveraging both angles for an optimized customer relationship.

Customer Success 97

Customer Success Customer Experience Customer Relationships Customers 97

BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. A referral is an effective word-of-mouth marketing strategy where existing happy clients tell their friends, family, and acquaintances about your company, products, or services.

Reference 93

Reference Social Media Travel Customer Retention 93

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management Metrics Customer Relationships 62

Totango

APRIL 6, 2023

VBRs provide account-specific data with real-time metrics that increase customer engagement and retention. About 70 to 80% of Totango’s customers rely on the Outlook email client as their primary email system, and this integration is a plug-in available directly from Totango.

Innovation 85

Innovation 2023 Customer Success Sales 85

Gainsight

JANUARY 26, 2022

The CSM or CS leader should discuss specifics about the customer with the Account Executive to ensure a handoff is accomplished. One CSM could have the luck of the draw by having an extraordinarily healthy set of accounts. By contrast, your best CSM may have been assigned your most challenging and at-risk accounts.

Sales 111

Sales Customer Success ROI Customer Centricity 111

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon.

Customer Success 65

Customer Success Events NPS Customers 65

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 40

Interaction B2B Innovation Technology 40

Russel Lolacher

JANUARY 5, 2022

Here are some reasons why your government social media isn’t going anywhere (and what to do about it): . No executive champions – You can’t be alone in your effort to grow and improve your digital engagement. What to do about it – foster an environment of risk-awareness.

Social Media 98

Social Media Leadership Culture Communication 98

Russel Lolacher

MARCH 29, 2022

Here are some reasons why your government social media isn’t going anywhere (and what to do about it): . No executive champions – You can’t be alone in your effort to grow and improve your digital engagement. What to do about it – foster an environment of risk-awareness.

Social Media 98

Social Media Leadership Communication Culture 98

ClientSuccess

JANUARY 19, 2021

As a refresher, the customer journey is the complete picture of an entire customer account relationship. From the minute the account is handed off to a CSM from sales to their ongoing renewals or eventual termination, the customer journey encompasses every step of the processes and workflows along the way. What is the customer journey?

Customer Journey 69

Customer Journey Customer Success Webinar Leadership 69

CSM Magazine

AUGUST 10, 2023

She joins Calabrio’s executive leadership team and will report to CEO, Kevin Jones. Nugent has experience implementing agile marketing strategies, launching programmatic and account-based marketing (ABM), and driving market presence with a customer-centric approach. About Calabrio Calabrio is a trusted ally to leading brands.

Marketing 52

Marketing Customer Centricity Leadership Brands 52

CX University

SEPTEMBER 11, 2018

This is especially disturbing considering that the workers who care about advancement and promotion are more likely to be valuable contributors than others. The organization also holds regular virtual town hall meetings, where executives discuss changes and then respond to questions and concerns from the workforce.

Management 209

Management 2006 2016 2018 209

Integrity Solutions

APRIL 19, 2024

At its essence, humanizing the sales experience is really about personalization. It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Sales 107

Sales Loyalty White Paper Contact Center 107

ClientSuccess

MARCH 28, 2023

The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process. Map Out the Customer Journey After comprehending the goals and vision of your large account, it’s time to chart out the customer journey.

Management 52

Management Webinar Customer Journey Roadmap 52

Magellan Solutions

MARCH 21, 2024

Data Accuracy Definition Simply put, data accuracy is all about getting accurate information. Accurate data is the key to success , from top-level executives shaping company strategy to everyday employees figuring out the best ways to do their jobs. It’s about gaining a natural edge over your competition.

Government 52

Government Financial Innovation 2012 52

BirdEye

MAY 12, 2023

Referral code vs. referral links 7 referral code examples FAQs about referral code examples Conclusion What is a referral code? After clients sign up for a Dropbox account, they’re automatically assigned a unique referral link to share among friends. FAQs about referral code examples How do I create a referral code?

2023 98

2023 Apparel Reference Social Media 98