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. . They looked at how revenue was distributed across the customer base. Here are our key takeaways from the session. .

Touchpoint 52

Touchpoint Webinar Customer Success Reference 52

ClientSuccess

NOVEMBER 24, 2021

Communities can: Provide a way to showcase the great work your customers are doing. Facilitate learning and information sharing across your customer base. Communities can be incredibly powerful and, when leveraged correctly, can help transform your entire customer engagement strategy. Toolkit: Customer Journey Toolkit.

Engagement 52

Engagement Marketing Events Customer Relationship Management 52

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. Webinar Software.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

ClientSuccess

MAY 10, 2022

However, with the right formula in hand (and the data to back it up), you can easily calculate Customer Lifetime Value at a customer or company aggregate level. . Total value of non-revenue generating activities: right out of the gate, you should be able to spot marketing opportunities for a customer based on the brand itself.

Metrics 59

Metrics Webinar Leadership Customer Relationships 59

ChurnZero

JULY 9, 2020

in their article on which emotions make successful customer relationships. Networking events paired with open discussions or learning sessions cultivate community and teachable moments – a strong combination to fortify your relationships. . Customers associate those positive feelings with your brand and its equity increases.

Marketing 64

Marketing Webinar Reference Events 64

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

Kustomer

SEPTEMBER 2, 2020

It’s how many tickets there are,” said Coleman during a Thursday afternoon webinar. “We An efficient but personal interaction that builds a lifelong customer relationship. Unlock the Power of Data Through a Customer Service CRM. It almost becomes like data entry for those agents that are working on the same thing.

Omnichannel 52

Omnichannel E Commerce E-support Events 52

Gainsight

JULY 6, 2021

Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base. However, the companies that will win the next era of business know that the technology-empowered human will always be at the center of their relationships.

Customer Success 73

Customer Success Customer Base Technology Webinar 73

Totango

SEPTEMBER 4, 2020

Crowding your customer engagements with unnecessary noise becomes a potential waste of time for both your customer success (CS) team and for your customer. The key ingredient in tech-touch customer success is purpose. Tech-touch customer success solutions: Make Better Use of Customer and CSM Time.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

Gainsight

FEBRUARY 28, 2023

Along with the renewed emphasis on customer success comes massive expectations for CS teams to produce results. It’s more critical now than ever to help your customers achieve clear and quantifiable outcomes. Retention and expansion revenue is a priority, and for some, it’s even more important than net new client logos.

Touchpoint 52

Touchpoint Metrics 2023 Customer Success 52

Gainsight

JANUARY 31, 2022

Nigel’s educational journey helped him understand how customer success is different from support and its importance to a subscription-based or recurring revenue business. . Though Totaljobs is more of an advertising medium, their customers are on a subscription basis. And who did he choose as his CS technology partner?

Customer Success 95

Customer Success E-support Advertising Sales 95

SurveySensum

SEPTEMBER 5, 2023

Note: 91% of customers are more likely to make another purchase after a positive customer service experience. So, make sure you deliver the best customer service. Build Strong Customer Relationships and Take Feedback CONSISTENTLY Did you know that 70% of buying choices are swayed by how customers feel they’re treated?

Insights 52

Insights Customer Experience Metrics NPS 52

Kustomer

DECEMBER 29, 2020

Think of all of the DTC disruptor brands with cult-like followings— yes they have chic branding, but they’ve also built a community of advocates based on how they treat (and value) their customer base. To personalize a customer’s experience, you have to know the customer—and that requires data. The result?

2020 105

2020 E Commerce 2021 Consumers 105

Talkdesk

MARCH 12, 2020

Studio includes pre-built components that enable administrators to simply select and drop in contact center actions, such as a Salesforce data dip which collects context from the customer relationship management (CRM) database and uses that information to inform IVR responses, routing decisions or agent-customer interactions.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

Totango

SEPTEMBER 24, 2020

Customer value is the key to maintaining customer relationships and maximizing customer lifetime value under such conditions. Customers are loyal to the ongoing value you provide them. You don’t need to have people-based outreach in order to maintain excellent communication with customers.

Customer Success 78

Customer Success Customer Journey Customers Metrics 78

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Totango

SEPTEMBER 11, 2020

Going beyond the simple tracking of analytics, data-based customer engagement enables companies to use customer data insights to categorize behavior patterns in order to solve problems, anticipate needs, and ultimately improve the customer relationship. Get started for free today.

Customer Engagement 81

Customer Engagement Engagement Customers Communication 81

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 52

Customer Success Webinar Communication Interaction 52

Totango

JULY 11, 2019

What’s the importance of customer retention? Your business needs a loyal, long-term customer base to become well-established and ensure future revenue. Furthermore, retaining customers just makes good business sense. . After all, attracting a new customer costs five times as much as keeping an existing one.

Customer Retention 63

Customer Retention Advertising Social Media Customers 63

Gainsight

APRIL 18, 2022

Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results. Interestingly, despite the overwhelming proof that customer success has a rightful place in business, especially in times of rapid growth, some remain unconvinced.

Customer Success 52

Customer Success Metrics 2003 Webinar 52

Totango

JULY 11, 2019

What’s the importance of customer retention? Your business needs a loyal, long-term customer base to become well-established and ensure future revenue. Furthermore, retaining customers just makes good business sense. . After all, attracting a new customer costs five times as much as keeping an existing one.

Customer Retention 61

Customer Retention Advertising Social Media Customers 61

Kustomer

JULY 10, 2020

In a recent article , we highlighted personalized customer service and how it works well with an omnichannel approach. Artificial Intelligence magazine defined personalized customer service as the assistance provided by a customer service agent that is tailored to each individual customer, based on their specific wants and needs.

Customer Service 52

Customer Service Return on Investment Magazine Customer Service Strategies 52

SurveySparrow

JANUARY 31, 2024

Those who answer with a 9 or 10 are considered happy customers, 7 or 8 are okay, and anything below is not so good. Based on that score, the customer base is divided into Promoters, Passives, and Detractors. Promoters (9-10) : Happy customers who love and recommend your business to others.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

ChurnZero

MARCH 11, 2020

Were you able to work with your peers in our customer base to share best practices to increase your proficiency and ROI with our product? What advice would you give us to help serve our customers better in the future? Upcoming Webinar: Unpacking the Power of the Executive Business Review. Customer Success Around the Web.

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Education Services Group

MAY 13, 2020

Revenue is a hot topic in the CS world, so I sat down with Mark Stoddard, VP of Sales and Marketing at ClientSuccess, to discuss the ins and outs of tying revenue to Customer Success. Here are some of the key takeaways from our webinar. We may see Account Managers within the sales organization owning that relationship.

Customer Success 52

Customer Success Sales Leadership Customer Relationships 52

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 1. More Customer Success. Types of SaaS Expansion.

Sales 71

Sales Customer Success Connections Customer Base 71

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 1. More Customer Success. Types of SaaS Expansion.

Customer Success 71

Customer Success Sales Connections Customer Base 71

ClientSuccess

OCTOBER 2, 2019

A CSM has a wide range of responsibilities, but is entirely focused not only on renewing, upselling or cross-selling as an Account Manager, but on each customer’s ultimate success using a product or service. As a general guideline of the duties of a Customer Service Manager, JobHero’s definition is helpful: . “A

Customer Success 47

Customer Success Management Definition Metrics 47

ChurnZero

APRIL 10, 2020

Implementation is a project-based team and rolls off customer accounts once the implementation phase is completed. Unlike Customer Success, their relationship with the customer is finite and bound by a project deadline. Involve Customer Success early. dence to own their role in the customer relationship.

Customer Success 61

Customer Success Customer Journey Mapping Loyalty Programs Reference 61

BirdEye

MARCH 24, 2023

For example, if you email customers monthly snapshots of their results, include a social media sharing button or link that allows them to share those results with their followers on LinkedIn. Advertising Advertising can increase brand visibility and grow your customer base.

2023 98

2023 Return on Investment Social Media Sales 98

SmartKarrot

DECEMBER 16, 2022

Role: Customer Success Manager Location: Birkenhead, England, United Kingdom (Hybrid) Organization: The Access Group As a Customer Success Manager, you will provide both reactive and proactive services to the customer base. Work with a large number of internal stakeholders to resolve customer issues/escalations.

Customer Success 19

Customer Success Customers Webinar Sales 19

ShepHyken

AUGUST 10, 2018

Personalization is key in today’s sophisticated market; creating campaigns for customers based on their personal interests can spark new interests and provide memorable experiences. Again, utilizing historical information, PCA helps with this process by comparing the customers in question with past customers.

Blog 67

Blog Social Media Travel Banking 67

Amity

FEBRUARY 8, 2017

For a crash course in scaling Customer Success with automated plays, join our upcoming webinar on February 23. In an ideal situation, your company will have assigned a customer success manager to each account, but such allocation of resources is usually too expensive to be realistic. Onboarding Playbook. Final point.

Customer Success 68

Customer Success Webinar E-support Customers 68

SurveySparrow

JULY 17, 2019

Customer Experience Management Software #3 SurveyMonkey CX. SurveyMonkey CX comes with training through documentation, webinars, and online. Essentially, SurveyMonkey CX is an NPS solution that helps different businesses to gather, analyze, and act on the collected customer feedback. The price starts at $3000 per year.

Customer Experience Management 55

Customer Experience Management 2019 Customer Experience Management 55

Kayako

JULY 27, 2017

Do you get an increase in volume when a webinar is broadcast? The executive team can use this metric to see how effectively your team growth of the customer base is scaling. Customer satisfaction (CSAT). If you have tools in place, you can track the responses of one specific customer each time they reach out to your team.

Metrics 80

Metrics Net Promoter Score NPS Customer Satisfaction 80

SurveySparrow

FEBRUARY 27, 2021

While customer attrition is a painful reality to face, it is important to understand that most customers will not remain with your business indefinitely. One such tool that can help improve customer relationships is SurveySparrow. What is Customer Attrition Rate.

Poor Customer Service 52

Poor Customer Service Net Promoter Score E Commerce Customers 52