Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. What Is a QBR?

Events 105

Events Customer Success Measurement Customer Journey 105

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). However, CX does not exist in a vacuum; when contact center agents have a good experience, the customer is bound to as well.

2023 78

2023 Contact Center Customer Journey Mapping Touchpoint 78

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Does the job description and posting align with pertinent minimum hiring requirements and expectations around the role?

Call Center 98

Call Center Contact Center Culture Engagement 98

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Wait, say that again? Balance is key.

Interaction 52

Interaction Customer Engagement Engagement Webinar 52

CSM Magazine

JANUARY 8, 2024

But what we customers rarely consider is how these letdowns often start with inefficient manufacturing processes. The truth is, as a maker and shipper of products, your manufacturing efficiency has a huge impact on customer satisfaction. When your production workflows are optimized, orders can be processed faster. No lazy waste.

Customer Experience 52

Customer Experience Competitive Advantage Loyalty Customers 52

Gainsight

JULY 7, 2023

Many organizations face the challenge of a fragmented customer journey—especially because their tech stack, with many disparate customer-facing tools and resources, is disjointed and disconnected. How Does the DCS Package Drive Cohesive Customer Journeys? Who’s the DCS Package For? Here’s how.

Customer Success 52

Customer Success Touchpoint Customer Journey 2023 52

Gainsight

MARCH 21, 2024

It’s not always an easy journey, but one that will be worthwhile. With decades of collective experience in the field, the speakers shed light on how AI is revolutionizing traditional practices and paving the way for more efficient and insightful customer interactions. Let’s dive in!

Customer Success 52

Customer Success Webinar B2B Insights 52

TechSee

MARCH 11, 2024

Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions. Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface.

Culture 124

Culture Virtual Agent Innovation Technology 124

Magellan Solutions

AUGUST 18, 2023

Sales optimization enhances customer experiences, fosters brand loyalty, and drives long-term success. Personalized Customer Interactions and Tailored Recommendations Companies can create individualized customer interactions that improve the entire buying experience. Customers will likely return and recommend you to others.

Sales 98

Sales Marketing Multi-Channel Competitive Advantage 98

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! This cross-functional alignment was a key topic at the recent TSIA World: Interact conference , where leaders across functions emphasized the need for these departments to work together to unlock new growth opportunities​.

Communication 83

Communication Customer Success Customer Journey Webinar 83

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times.

Communication 100

Communication NPS Metrics Engagement 100

SurveySparrow

APRIL 28, 2024

Customization and Integration You have many options for customizing your survey, including survey questions, templates, themes, designs, and more extensive customization options to align with your school’s branding and the specific needs of different classes. Let’s go! Key Features of SurveySparrow 1.

Feedback 52

Feedback Demo Engagement User Experience 52

Gainsight

JANUARY 4, 2024

Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. Buchanan and Greene offered several lessons on fostering digital customer engagement and driving successful customer outcomes.

Customer Engagement 52

Customer Engagement Engagement Webinar Customer Journey 52

Gainsight

DECEMBER 20, 2022

For SaaS organizations, that means it’s becoming table stakes to invest in product-led growth (PLG) and operationalize customer success (CS) with digital touchpoints. But how does a company scale without sacrificing the customer experience? Enter digital customer success. Which customer personas (admins, executives, etc.)

Touchpoint 52

Touchpoint Customer Journey Customer Success 2022 52

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Customer Journey Mapping 2024 Automotive 99

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journey Mapping Social Media Net Promoter Score 99

SurveySparrow

FEBRUARY 9, 2024

Every customer who comes to you has a unique story that influences their journey and impacts their purchase decision. Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible? Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible?

Customer Journey 52

Customer Journey Marketing Social Media Brands 52

Totango

MARCH 25, 2022

Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. After you finally decide on which medium to use and manually map out your journey, then you each use a different tool to run campaigns and tasks. . Enter Canvas. What is Canvas? Key Features of Canvas.

Customer Experience 96

Customer Experience Customer Journey Mapping Customer Journey Customers 96

Magellan Solutions

APRIL 3, 2024

Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. With BPO chat support, your customers can receive instant assistance through a user-friendly chat interface 24/7 at an affordable cost. Keep customers happy with prompt and efficient service.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

Magellan Solutions

FEBRUARY 20, 2024

Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. Step into the competitive battlefield of customer support , where live chat and messaging have revolutionized real-time engagement. Outsource the complexity and own the customer experience. Did you know? Read along!

Customer Satisfaction 52

Customer Satisfaction Loyalty ROI Technology 52

Gainsight

NOVEMBER 16, 2023

Throughout the journey of the event, attendees learned about emerging technologies that drive Customer Success (CS), from Customer Education to Community , Product Experience , and more. As we move through the world, our experience is increasingly filtered through digital touchpoints, and this is true for your customers.

2023 52

2023 Touchpoint Customer Success Technology 52

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Social Media 62

Social Media Feedback NPS Insights 62

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Customer Retention 91

Customer Retention Customer Success Events Customer Journey 91

Gainsight

JULY 12, 2023

As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No No pressure!) Why Invest in a CS Ops Leader?

Leadership 52

Leadership Innovation Omnichannel Customer Success 52

Gainsight

NOVEMBER 21, 2023

In this customer spotlight, we delve into Autodesk’s journey of implementing targeted in-app feedback surveys, powered by Gainsight, to bridge this gap and gain profound insights into their users’ desires. Then, they customized micro-surveys in Gainsight PX to target niche audiences performing specific tasks.

Feedback 52

Feedback Roadmap Entertainment Insights 52

Magellan Solutions

AUGUST 23, 2023

Over time, machine learning algorithms allowed for more advanced customer segmentation and personalization. Over time, machine learning algorithms allowed for more advanced customer segmentation and personalization. It includes customer segmentation, content optimization, social media marketing, and chatbots.

Marketing 98

Marketing Social Media Advertising ROI 98

Totango

MAY 28, 2021

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. The customer’s usage rates are low. You can calculate your customer adoption rate using key metrics.

Net Promoter Score 81

Net Promoter Score Metrics Customer Journey ROI 81

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 98

Customer Retention Customer Success Customer Relationship Management Loyalty 98

Magellan Solutions

DECEMBER 13, 2023

Take a look at Magellan Solutions on a life-changing journey. We value our clients by offering customized solutions and constantly striving for improvement. Join Magellan on a journey of expertise, innovation, and success in BPO partnerships, industry innovation, and sustained growth.

Net Promoter Score 52

Net Promoter Score Measurement Metrics Innovation 52

Magellan Solutions

DECEMBER 13, 2023

Take a look at Magellan Solutions on a life-changing journey. We value our clients by offering customized solutions and constantly striving for improvement. Join Magellan on a journey of expertise, innovation, and success in BPO partnerships, industry innovation, and sustained growth.

Net Promoter Score 52

Net Promoter Score Measurement Metrics Innovation 52

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? Let’s dive in!

B2B 52

B2B Net Promoter Score NPS Feedback 52

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. Each session I attended held alignment with various leading Customer Success topics and strategic concepts, which closely correspond to many of our current account initiatives across ESG today. What is it that customers truly expect? Engagement: It’s Dynamic!

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

Optimove

AUGUST 12, 2021

Including significant upheavals in the online business industry, where, over the past 18 months and as digital commerce of all kinds spiked to all-time highs, brands globally had to make a significant leap in the digital experiences they offer customers – to meet the ever-increasing expectations. At the Edge of a Forward-Moving Industry.

Management 82

Management 2019 Telecommunications 2021 82

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

2024 52

2024 Customer Success 2023 Leadership 52