Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 110

B2B Loyalty Net Promoter Score B2C 110

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Totango

AUGUST 11, 2021

The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention. Communication is the key to a positive customer experience.

Customer Experience 117

Customer Experience Net Promoter Score Customer Satisfaction Customer Journey 117

ShepHyken

MARCH 2, 2018

This week we feature an article by Christophe Cais who writes about how the internet and Millennials have disrupted retail, suggesting that retail KPIs and incentive schemes need to be evaluated. – Shep Hyken. In fact, Accenture found that when made to feel welcome in stores and treated right, Millennials can be extremely loyal customers.

Retail 79

Retail Blog Culture Article 79

Interactions

MARCH 28, 2024

39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Strategic Crossroads: The panel explored the challenge of reconciling competing objectives and KPIs across departments that often impede CX efforts. Yet, many aren’t delivering.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Success 105

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 105

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 89

Customer Success Customer Journey Customers Customer Retention 89

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Blog 101

Blog Demo Competitive Advantage Insurance 101

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. What languages do you currently support? Reporting Customization and Client Access What custom reporting capabilities do you have?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Here we’ll cover what you need to know about customer health scores. We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts.

Metrics 120

Metrics Customer Journey Mapping Customer Journey Customer Relationships 120

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 106

Customer Engagement 2022 Engagement Return on Investment 106

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? And to do that you need to use a SaaS feedback platform that can set and track your SaaS KPIs the right way. And to do that you need to use a SaaS feedback platform that can set and track your SaaS KPIs the right way. Let’s begin!

Metrics 52

Metrics 2023 Net Promoter Score Measurement 52

BlueOcean

DECEMBER 18, 2018

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI can be a powerful tool, but it is just one cog in the customer care engine. You’ve got your game face on.

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

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 118

Touchpoint Customer Journey B2B Customer Journey Mapping 118

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Their customers?

Social Media 157

Social Media Feedback User Experience Insights 157

SurveySparrow

MARCH 5, 2024

In this blog post, we will learn more about executive dashboards and how different industries use them for industry-specific dashboard solutions. This simplified data enables C-level executives and other decision-makers to focus on Key Performance Indicators (KPIs) that are vital for business growth. Patients are not customers.

Insights 52

Insights Net Promoter Score Hospitality Healthcare 52

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 109

Events Customer Success Measurement Customer Journey 109

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Guiding customers through how to use basic features.

Customer Journey Mapping 95

Customer Journey Mapping Customer Success Document Customer Journey 95

Wootric

DECEMBER 21, 2018

Automatically Organize Qualitative Customer Feedback with Auto-tagging. This is where using software to auto-tag customer comments saves the day. Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level. Is it time for you to hire one?

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

Feedbackly

MAY 2, 2024

During these times, even customers seek brands that offer value for their money. But did you know that having a strong customer experience strategy can help brands shine through the challenges? In fact, as per the latest CX trends , customer experience will be one of the top priorities of many businesses this year.

Financial 52

Financial Customer Experience ROI 2024 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

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 102

B2B Customer Journey Mapping Social Media Net Promoter Score 102

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Let’s take a look at how you can empower remote support heroes. Promote better decision making Contact center agents come across multiple customer interactions that involve complex decision making.

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Customer success. What Are SaaS Tools?

White Paper 71

White Paper Advertising Sales Social Media 71

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

2019 64

2019 Blog E-support Chief Customer Officer 64

Totango

AUGUST 31, 2021

Artificial intelligence in customer success is no longer an innovation but an established best practice. AI has changed the way customer success is defined, placing a digital-first approach at the forefront of CS management. How Has Digital Technology Changed Customer Success?

Customer Success 93

Customer Success Customer Journey Technology Customers 93

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 99

Innovation Customer Success Document Government 99

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

Roadmap 100

Roadmap Customer Centricity Metrics Customer Satisfaction 100

Feedbackly

JANUARY 27, 2023

Customer Experience (CX) is important for your brand’s growth, and it’s only gaining more momentum every year. Unarguably, a good CX program needs Key Performance Indicators (KPIs). They help you measure and improve different aspects of CX, like customer satisfaction, loyalty, and happiness!

2023 98

2023 Customer Experience Net Promoter Score NPS 98

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B customer service may be manual or automated.

B2B 94

B2B Customer Success Customer Service B2C 94

Lithium

JULY 5, 2022

A common request from Khoros Customers is having more insightful content to drive future strategies in an ever-changing industry. The Khoros Customer Engagement team has been hard at work developing content with a fresh outlook on modern solutions and paths to follow as you continue your journey. Thought Leadership Blogs and Label.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. What is a Customer Success Dashboard? Sharing KPI data with your team.

Metrics 95

Metrics Customer Success Net Promoter Score Measurement 95

ChurnZero

APRIL 21, 2020

This is a guest blog post by Anita Toth,Chief Churn Crusher. Customer Success teams are under enormous pressure right now trying to cope with all the fast changes brought on by the pandemic. And they are also trying their best to serve customers who are experiencing upheaval too. Support for Customer Support.

Customer Success 97

Customer Success Measurement Customers Loyalty 97

Totango

FEBRUARY 24, 2021

Customer success tools can help you increase your revenue by promoting client satisfaction and retention. Here are six essential features to look when selecting customer success tools. Customer success tools don’t work in isolation. Support for Scaling. How many customer accounts can you support?

Customer Success 71

Customer Success Net Promoter Score Customer Journey Mapping Customer Journey 71

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Customer Engagement 99

Customer Engagement Engagement Net Promoter Score Metrics 99

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Maximize Your Return on Investments. Make Your Company Relevant .

Return on Investment 75

Return on Investment Competitive Advantage ROI Communication 75