Totango

FEBRUARY 5, 2019

We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Maintaining customer success efforts.

ROI 76

ROI Customer Success Customer Journey Roadmap 76

CSM Practice

MAY 16, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Customer Success 52

Customer Success Financial Metrics Customer Centricity 52

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Hunter Montgomery , CMO, ChurnZero.

Customer Success 52

Customer Success Webinar Communication Interaction 52

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Changing management is hard but critical to the success of a CS team.

Customer Success 49

Customer Success Net Promoter Score ROI Measurement 49

SmartKarrot

AUGUST 26, 2022

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs. Implementing customer change programmes.

Customer Success 19

Customer Success E Commerce E-support Reference 19

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? The CSM perspective: how to encourage the adoption of Customer Success software. Tip #1 for CSMs: embrace change. That’s okay.

Customer Success 98

Customer Success Chief Customer Officer Customers Leadership 98

Totango

MARCH 7, 2019

Every cancellation is an opportunity to learn more about how customers experience your business and how you can improve your customer success efforts. Viewed this way, customer churn can provide valuable insight for customer success teams. Your customer needs to reduce costs. Acknowledge the problem.

Social Media 76

Social Media Customer Success Webinar Customers 76

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? I have a few tips to help you drive customer success software adoption that sticks. Tip #1 for CSMs: embrace change As humans, we struggle with change.

Customer Success 52

Customer Success Chief Customer Officer Customers Leadership 52

Qualtrics

MARCH 19, 2020

Make sure your feedback invitations are designed in such a way that the customers and employees recognize that you care about them, and that you aren't just continuing with business as usual. Take a hiatus on metrics. How do we handle changes to COVID-19 relative to metrics, reporting, and compensation? Not necessarily.

Airlines 56

Airlines Metrics Healthcare Feedback 56

Gainsight

APRIL 18, 2022

Customer health dashboards are one of the critical keys to durable revenue growth. At its heart, a good dashboard can summarize tens or hundreds or even thousands of metrics on customer experience into one simple, impactful snapshot of sentiment and behavior. Step #4: Build and Test a Prototype.

Sports 52

Sports Customers Touchpoint Feedback 52

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0, The Ultimate Question 2.0

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Integrity Solutions

SEPTEMBER 28, 2023

Customer Service Sales Mindset This kind of mindset shift will enable everyone within the company to comfortably and confidently adopt a role in selling, and bridging that gap between the two will have a huge, positive impact on the customer experience. call resolution)?

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

Kustomer

JUNE 17, 2021

It’s a great question because when I look at where I, when I started in the industry 20 some years ago, it was all about the metrics and I always hate using this phrase but it fits here, where often sales teams are referred to as coin operated people, right? Laurent Pierre: (03:27). Absolutely. Vikas Bhambri: (08:52).

Sales 99

Sales Employee Experience NPS Banking 99