Totango

MAY 17, 2024

Economic pressures are compelling companies to rethink their strategies, with a heightened focus on both acquiring new business and nurturing existing customer relationships to drive revenue growth. Connect engagement to communications Record your calls! So, what can CS teams do today? Tools like Chorus and Gong.io

Innovation 89

Innovation Call Recording Government Customer Success 89

8x8

SEPTEMBER 14, 2017

For retailers, clear communications between customers, employees and suppliers is critical for increasing business productivity and accelerating revenue growth. In addition, Town Fair Tire has reduced its total monthly communications cost by over 35%.

Communication 48

Communication Retail Contact Center Call Recording 48

Totango

SEPTEMBER 11, 2020

However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. . Engaging Customers, Both New and Established. Onboarding Clients.

Customer Engagement 82

Customer Engagement Engagement Customers Communication 82

ProProfs Chat

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . So how do you ensure your employees are engaged at work, and low productivity is never a reason for worry? What is Employee Engagement Software?

Engagement 98

Engagement Feedback Culture 2021 98

CSM Magazine

FEBRUARY 26, 2019

Channel options are growing, and the entire consumer engagement environment is becoming complex. While the shift in engagement preferences is happening across generations, it’s being led by Millennials, who are demanding and omnichannel. Unified Customer Experience. This is a true actionable 360-degree customer-centric view.

Multi-Channel 63

Multi-Channel Engagement Customer Engagement Omnichannel 63

Experience Investigators by 360Connext

JUNE 22, 2021

If you don’t know who this group is, here are a few ways to identify these customers: Evaluate renewal data and investigate the customer journey for those who didn’t renew. Did they seek support at similar times or stop engaging with the product or relationship manager? Review milestones along the customer journey.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Bizagi

FEBRUARY 11, 2019

In a time when everyone wants, and expects, immediate answers to their questions, the pressure is on for businesses when it comes to customer engagement. Gartner predicts that by 2020 as much as 85% of all customer interactions will be handled and managed without humans. Engage with customers from the very beginning.

Customer Engagement 45

Customer Engagement Engagement Webinar Financial 45

BirdEye

OCTOBER 3, 2023

Baer is the author of the bestselling book “Hug Your Haters” and has consulted with over 700 major brands on improving customer experience. Access the webinar here. Unfortunately, the vast majority of unhappy individuals quietly stop engaging with a company without saying anything. Want to hear the full conversation?

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full. Later, as you get into customer segmentation as well as health scoring , some of these loyalty builders and their adoption can be components of the way that you assess your clients.

Sales 52

Sales Customer Success Webinar Tourism 52

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Totango

AUGUST 16, 2022

Customer retention software is an app that promotes SaaS subscription renewals and reduces churn rates. For instance, a customer relationship management (CRM) app may be used to segment customers at risk of churn and reach out to them, serving as a CRM customer retention tool. Behavioral Analytics: Hotjar.

Customer Retention 100

Customer Retention Customer Success Customer Relationship Management Loyalty 100

ClientSuccess

DECEMBER 19, 2022

Onboarding Playbook: The onboarding playbook is essential for any CSM team, as it outlines the steps and processes that need to be followed when engaging with a new customer. Playbooks can save time and help CSMs provide customers with the best experience possible. eBook: CSM from the Trenches: Implementing Customer Success.

Webinar 72

Webinar Customer Success Blog Customer Journey 72

Natalie Petouhof

JUNE 15, 2015

Tweet Is your brand following any of these best practices for customer experience management? Find out more at this webinar on 6 steps to superb customer experience management and here’s the research paper on best practices in customer experience management, technology, roles and the strategy required for success !

Customer Experience Management 61

Customer Experience Management Webinar Technology Management 61

ClientSuccess

JANUARY 12, 2022

As with any new customer-focused program, you must establish clear and measurable early goals. Design your engagement strategy. Next, you need to identify precisely how you plan to engage and who you plan to engage with. What is the value-add for a customer to actively participate? Communicate and engage.

Customer Success 75

Customer Success Webinar Measurement Leadership 75

ChurnZero

AUGUST 14, 2020

Using third-party integrations to bring company-wide customer data into a central hub that’s designed to automate and optimize a Customer Success Manager’s output is when Customer Success really becomes a force to be reckoned with. Customer Relationship Management (CRM) Software. What is a CRM?

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

Alida

DECEMBER 14, 2017

In a recent webinar , Darrell Beneker, director of consumer insights at Aurora Health Care, shared how the company uses ongoing insight to inform customer experience (CX) initiatives that create a seamless end-to-end patient journey. The success of Aurora Health Share has also influenced the creation of employee engagement community.

E-support 100

E-support Sports Webinar Healthcare 100

ChurnZero

SEPTEMBER 29, 2023

Celebrating positive customer behavior is one of the most effective methods for increasing product adoption and deepening customer relationships. Yet many customer success managers overlook this simple practice. This is in part because the urgency to save at-risk customers can be all-consuming.

Webinar 52

Webinar Workshop Feedback Customers 52

Totango

OCTOBER 6, 2020

With the help of customer-centricity software , this data is seamlessly provided to the entire company, helping to inform customer success teams on how they can proactively engage clients. How Customer Success Creates Value Using Data-Driven Measures. Customer success is vital to the success of an entire organization.

Customer Success 107

Customer Success Customers Measurement Communication 107

ClientSuccess

JUNE 29, 2022

Here are a few tips for building a strong rapport with customers: 1. Establish strong lines of communication: All CSMs tell their customers to reach out if there are any questions or problems. eBook: How to Become a Great Customer Success Manager. But how often do you mean this? Want to learn more?

Webinar 59

Webinar Customers Communication Customer Relationships 59

SurveySparrow

DECEMBER 8, 2023

A lead is a potential customer in the early stages of the customer journey , showcasing a level of engagement that warrants further exploration and cultivation. It is a foundation for businesses to initiate meaningful interactions, ultimately converting this interest into a lasting customer relationship.

Social Media 52

Social Media Webinar Customer Centricity Events 52

Alliance by IFS

APRIL 10, 2019

Join our webinar on April 18th to learn about key integration challenges faced by today’s service organizations and see how our FSM solution’s “Low-Code/No Code” Integration Toolkit can help your organization. Improve customer response time. Drive technology adoption and engagement.

Webinar 36

Webinar Connections Multi-Channel User Experience 36

ClientSuccess

OCTOBER 5, 2021

Five customer success leading indicators. Here are five critical customer success leading indicators your team should start tracking this year: 1.Customer Customer engagement: Regular, ongoing check-ins and communication with your customers is vital for fostering long-term value and building relationships.

Customer Success 72

Customer Success Customer Relationships Metrics Webinar 72

BirdEye

FEBRUARY 13, 2024

Include engaging visuals like photos and videos that showcase your office and team. Harness the power of social media: A social media marketing strategy for chiropractors includes regular posting of engaging content on platforms like Facebook and Instagram to build a community and increase brand awareness.

Marketing 57

Marketing Social Media Healthcare Multi-Channel 57

BirdEye

OCTOBER 15, 2021

No surprise here, delivering fantastic customer experiences is at the core of boosting retention. However, to effectively do that you need to meet your customers where they are, and they’re texting. In fact, 9 out of 10 consumers would like to communicate with businesses through text messaging. .

Customer Retention 98

Customer Retention Events Loyalty Communication 98

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Customer Success 104

Customer Success Webinar NPS 2020 104

ClientSuccess

MARCH 23, 2021

As more companies announce they will continue remote operations indefinitely, customer success teams are either auditing their existing remote communications strategy or looking for ways to keep things running smoothly long-term. Here, we’ll look at a some of the key things to keep in mind when video conferencing with customers: 1.

Webinar 65

Webinar Customer Relationships Customer Success Customers 65

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 98

Customer Success Webinar Communication Interaction 98

SurveySparrow

NOVEMBER 29, 2023

Value Proposition Articulating the value proposition is about communicating the product’s unique benefits to consumers. This component answers the crucial question: Why should customers choose this product over alternatives? In-depth market research is crucial to identify and respond to changing customer preferences.

Consumers 52

Consumers Innovation Loyalty User Experience 52

ProProfs Chat

AUGUST 14, 2020

67% of customers expressed how good customer experience encourages them to stay longer or spend more money. ”. And if you fail to engage your customers during their time on your website, then there is a possibility that they won’t return either. 5 Ways to Optimize Customer Journeys Using Live Chat. Tweet this.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

Gainsight

FEBRUARY 21, 2023

That may sound overwhelming, but the Gainsight Community always rallies to lend support to help you maximize CS Ops responsibilities when it’s just one of many hats you’re wearing. Recently, the Catapult webinar series welcomed Kendra McClanahan, Director of CS Ops at Gainsight.

Customer Success 52

Customer Success Multi-Channel Webinar Call Recording 52

ChurnZero

FEBRUARY 28, 2020

You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. Q&A Recap.

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. What is Adoption? Product training. Plan for Escalations.

Customer Success 118

Customer Success Metrics Customer Journey Measurement 118

ClientSuccess

OCTOBER 25, 2021

Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one. Leading Indicator 1: Customer Engagement. This first leading indicator measures how involved and active a customer is in your project plan. Ready to learn more? .

Customer Success 64

Customer Success Metrics Measurement Document 64

ChurnZero

NOVEMBER 16, 2021

You won’t believe your customers’ excitement and delight when you surprise them by remembering some sort of personal detail. With customers that you’ve had for a bit longer, you might also want to try strong talk. You can ask your customers for their advice, and you can both learn from each other in the process.

Connections 97

Connections Customers Customer Relationships Webinar 97

Gainsight

NOVEMBER 4, 2022

Gainsight dove into the topic of creating a bionic CS organization in the recent Catapult webinar series with Carolyn di Buono, Customer Success Operations Manager at Propeller Aero. . Most companies have a requirement to support multiple customer segments through their CS program. Internal handoff communications.

Touchpoint 52

Touchpoint Webinar Customer Success Reference 52