Wootric

DECEMBER 21, 2018

Automatically Organize Qualitative Customer Feedback with Auto-tagging. When you find yourself drowning in survey responses, unstructured qualitative CX feedback can feel overwhelming. This is where using software to auto-tag customer comments saves the day. Customer Success Operations Manager: Does Your Team Need One?

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Touchpoint 117

Touchpoint Customer Journey B2B Customer Journey Mapping 117

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. But how exactly does one get onboard with this trend? These numbers are staggering.

Blog 76

Blog Social Media Healthcare 2017 76

Optimove

OCTOBER 5, 2023

Many were uncovered in our 2023 Marketer’s survey that are below.  Others originate from our 2023 Marketing Fatigue survey. This is followed with six solutions to consider keeping customers loyal and not scare them away. In contrast, only 13% have opted to invest over half of their budget in customer retention.

Marketing 119

Marketing 2023 Loyalty Consumers 119

SurveySparrow

AUGUST 28, 2023

While factors like features and pricing play a role, there’s a secret ingredient that truly defines their success: delivering an unparalleled customer experience in the realm of Software as a Service (SaaS). Did you know that a remarkable 86% of buyers are willing to pay more for a better customer experience?

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. What is Customer Service Coaching?

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible. What Is the Client Onboarding Process?

Customer Journey Mapping 94

Customer Journey Mapping Customer Success Document Customer Journey 94

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Katie poses, “do you have an onboarding motion? Do you have a renewal playbook?”

Customer Journey Mapping 81

Customer Journey Mapping 2023 Metrics Customer Success 81

CSM Magazine

MARCH 26, 2024

But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.

Customer Experience 52

Customer Experience Feedback Customers Insights 52

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 100

Customer Retention Customer Success Customer Relationship Management Loyalty 100

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Article 68

Article Customer Service Hospitality Hotels 68

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

2018 49

2018 Blog Net Promoter Score Social Media 49

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? customers say most companies need to improve the experience they deliver.

Brands 105

Brands Customer Experience E Commerce E-support 105

BirdEye

MAY 30, 2023

Because of this, it has become a popular method for businesses to engage with customers. To leverage this opportunity, companies use it to gain a better understanding of their customers through SMS text message surveys. Research shows that 48% of customers prefer direct communication from businesses through text messages.

Insights 95

Insights Net Promoter Score Events Feedback 95

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Net Promoter Score 97

Net Promoter Score Roadmap Seminar NPS 97

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After onboarding has been completed.

Feedback 103

Feedback Net Promoter Score NPS Customer Satisfaction 103

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. What Is a Customer Success Playbook?

Customer Success 88

Customer Success Customer Journey Customers Customer Retention 88

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journey 112

Customer Journey Customer Journey Mapping Touchpoint Events 112

SurveySensum

SEPTEMBER 14, 2023

Have you ever wondered how you can enhance user onboarding and improve your product not just to meet customers’ expectations but to exceed them? With IN-APP SURVEYS. W hat are In-App Surveys? In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints.

Feedback 52

Feedback Multi-Channel 2023 Social Media 52

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Customer Success 107

Customer Success Management Net Promoter Score NPS 107

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

SurveySparrow

DECEMBER 24, 2023

Listening intently and catering to your customer’s needs is the only way! One great way to crack this is by using customer experience surveys ! In this blog, we will look into all you need to know about a CX survey, including its importance, types, and best practices to follow. But how do we do it?

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

SurveySensum

NOVEMBER 13, 2023

Well, the answer lies in tapping into customer feedback , and what better way to do that than with a robust customer feedback tool ? Enter mobile survey tools. However, choosing the right mobile survey tool is as critical as designing the right types of survey. What is a Mobile Survey Tool?

Customer Experience 52

Customer Experience 2024 NPS Feedback 52

SurveySensum

SEPTEMBER 19, 2023

While browsing, she kept receiving in-app surveys asking her to rate her experience. The answer was as vague as the question and the survey missed the mark. This shows that asking the right questions in in-app surveys can be a game-changer. What is an In-App Survey? What is an In-App Survey? Why Use In-App Surveys?

Insights 52

Insights User Experience Customer Satisfaction Books 52

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. Sounds too good to be true? Well, it’s not.

2024 52

2024 Marketing Demo NPS 52

SurveySensum

SEPTEMBER 26, 2023

You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. Customers were signing up but not sticking around, and her SaaS platform was inundated with user complaints. Don’t drag your onboarding process by asking for unnecessary details.

Management 52

Management Demo User Experience Measurement 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

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? customers say most companies need to improve the experience they deliver.

Brands 87

Brands Customer Experience E Commerce E-support 87

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

SurveySensum

OCTOBER 23, 2023

GetFeedback is a customer feedback platform that empowers businesses to capture real-time data from customers at different touch points of the customer journey. The tool provides several exciting features, like survey customization, a gamified user interface, feedback segmentation, custom reports, and many more.

2023 52

2023 NPS Multi-Channel Feedback 52

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Sales to Customer Success Handoff Email Template. Escalations.

Customer Success 110

Customer Success Webinar Seminar Events 110

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

2021 111

2021 Customer Success Webinar Multi-Channel 111

SurveySensum

JULY 25, 2023

You’re eager to identify areas for improvement and boost customer satisfaction. So you decide to conduct a B2B survey. However, when you send out the survey to your customer base, you’re met with a dishearteningly low response rate. The same holds for B2B surveys. So, let’s jump right in.

B2B 52

B2B Customer Satisfaction Feedback Demo 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? customers say most companies need to improve the experience they deliver.

Brands 83

Brands Customer Experience E Commerce E-support 83

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Contrary to popular belief, surveys are not just useful after the close of a big project or after a renewal. The post-sale survey. NPS surveys.

Customer Journey 83

Customer Journey NPS Webinar Feedback 83

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. Read customer reviews online, right? So, let’s start exploring.

2023 52

2023 NPS Feedback Metrics 52