Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journey 44

Customer Journey Effort Score Webinar Social Media 44

Talkdesk

MARCH 12, 2020

Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support. Customizing the customer journey. Choosing Talkdesk.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . Click here to know more about the customer journey .

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

COPC

OCTOBER 26, 2023

The fine-tuning process involves human interaction. Experts interact with the AI, scoring its responses and providing corrective feedback. Design: Crafting a user-friendly conversation design starts with mapping the customer journey to solutions.

Technology 78

Technology Customer Experience Consulting Insurance 78

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions.

Social Media 262

Social Media Feedback Webinar Books 262

Kitewheel

MAY 18, 2021

It does this by determining which information is relevant and deciding when, where, and what to surface up to the customer in real-time. In a recent webinar , Mark Smith shared some of the key ways to drive great customer experiences with journey orchestration. Finally, automate your customer’s experience.

Customer Experience 52

Customer Experience Roadmap Customer Journey Webinar 52

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journey 43

Customer Journey Events Metrics Government 43

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Robin van Lieshout, CEO & Co-Founder, inSided.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Experience Investigators by 360Connext

JUNE 1, 2015

Did you miss the webinar? This core value makes a powerful statement, but it’s a statement that can be true no matter what kind of transaction the customer is having, and it leaves plenty of room for change. Core value #6 is communicated to everyone who sees, touches, and interacts with the package. Sign up for the next one.

Brands 234

Brands 2015 Roadmap Retail 234

Gainsight

DECEMBER 8, 2022

Using Gainsight Journey Orchestrator, Salesforce, Calendly, and group webinars, the company was able to convert its drawn-out and highly personalized onboarding journey into a standardized, templated digital journey. Knowing their usage, upcoming roadmap, and how to better utilize our product is key.

Customer Success 52

Customer Success Roadmap Touchpoint Customers 52

ChurnZero

APRIL 8, 2020

When it comes to product development, weighing customer ideas and feature requests against your own vision and priorities on the roadmap is always a delicate balancing act. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. Who doesn’t want a piece of that?!

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Gainsight

JULY 26, 2022

Product experience is a primary driver of customer experience. This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . For many, that means triggering email communications at regular intervals or key milestones of the customer journey.

NPS 59

NPS Webinar Roadmap Feedback 59

Wootric

MARCH 15, 2020

Improve customer experience at customer journey touchpoints. To get serious about retention, consider asking for feedback at critical SaaS journey points–after onboarding, support interactions, and during product/feature use. Now is the time to double-down on understanding and improving the customer journey.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

CSM Magazine

SEPTEMBER 20, 2021

Only when you get your customers to come back again, and again, can you turn them into loyal brand advocates. Because loyalty doesn’t happen overnight or over the first two or three interactions with your brand. To ensure that the dicey game of customer happiness remains in your favor, we share 10 excellent customer support tips.

Social Media 98

Social Media Seminar Customers Customer Service 98

SmartKarrot

JANUARY 18, 2023

Participate in webinars as a subject matter expert as needed. Coordinate the various departments associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints. Contribute to the creation of training or marketing assets.

Customer Success 19

Customer Success Roadmap Document Webinar 19

ProProfs Chat

JULY 6, 2018

It really doesn’t matter, how great your product is or how talented your staff is, one of the things (and the most important one) that makes a mark on customers is the direct interaction they have had with your company. Those direct interactions have to be pleasant and precise. Be excited to engage with a customer.

Customer Service 100

Customer Service Culture Customers Interaction 100

SmartKarrot

MARCH 21, 2023

Use your management consulting skills to provide customers with strategic direction on their e-commerce or ad spend management projects as well as assistance in identifying and resolving complicated business problems. Lead a group of customer success managers and make sure they are working towards the same goals.

Customer Success 19

Customer Success E Commerce E-support Consulting 19

Amity

JANUARY 30, 2019

Create a CS mission statement that is shared across your organization, and where appropriate, with customers. Map and evaluate your customer journey (both current and desired state). Look at the structure that is required to support your CS definition, mission and desired customer journey.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

SmartKarrot

FEBRUARY 16, 2023

Conduct frequent training webinars and calls in conjunction with the marketing and training staff at Axon. Get a thorough understanding of the Axon product line and make sure that each customer’s environment is properly implemented. directing the Customer Success System’s implementation.

Customer Success 19

Customer Success Roadmap Customers Webinar 19

ChurnZero

JANUARY 10, 2020

His expertise is helping organizations focus on the customer journey to deliver an extraordinary customer experience, underpinned by world-class customer success, on-boarding and support organizations. . Investing in our customers’ success is one of ShootProof’s top priorities. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

ChurnZero

JULY 12, 2019

Bear with me for a second while we go through the user adoption journey and you’ll see how customer success is tightly linked to the user onboarding experience and proactive support you offer. The Beginning of the Journey. Your user adoption journey starts long before users actually interact with your product or platform.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

Amity

FEBRUARY 23, 2016

“As it turns out, effort -- how much effort your customer must expend to resolve an issue with you -- is the primary driver for customer loyalty.” Be clear and timely, in everything that has the possibility to touch a customer. Clear Roadmap/Expectations/Next Steps. ” (Desk.com).

Entertainment 63

Entertainment Loyalty Roadmap Customers 63

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

SmartKarrot

JULY 20, 2022

A customer success specialist is responsible for handling the customer launch lifecycle. This starts with sending the customer the product credentials, guides, product roadmaps , and any FAQs. This will help customers familiarize themselves with the product. This will help customers know how to use the product.

Customer Success 10

Customer Success Roadmap B2B Customer Journey 10

SmartKarrot

OCTOBER 20, 2020

Role: VP, Customer Success Location: San Diego, CA, US Organization: HashiCorp As a VP of Customer Success, you will be accountable for the success of the HashiCorp customer journey as measured by both the gross and net revenue retention for each customer segment.

Customer Success 10

Customer Success Roadmap ROI Webinar 10

Gainsight

MARCH 19, 2020

We hosted a webinar with Slack on this topic. Early in Gainsight’s tenure (2014), we had a big client (still a customer today) who had a feature request and wanted to see our roadmap. The funny thing is that we ran out of time during that preceding week to change our roadmap much at all. Watch the recording here!

Customer Success 85

Customer Success Roadmap Multi-Channel Webinar 85

Amity

OCTOBER 31, 2016

When hiring, I encounter a lot of ex-salespeople who want to see the rest of the customer journey, and I encounter people in tech support who tend to be more reactive than they need to be. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. A lot also happens with our sales team.

Customer Success 0

Customer Success Customers Definition Metrics 0

Gainsight

MAY 18, 2023

The team made some showstopping announcements, from an amped-up AI engine under the hood of the Gainsight platform to personalized, effective ways to engage customers and drive value throughout the digital customer journey. “The The history of Customer Success and the history of Gainsight are fundamentally intertwined.

2023 52

2023 Chief Customer Officer Customer Journey Customer Success 52

CustomerSuccessBox

FEBRUARY 14, 2019

To do that, CSMs should advocate for the customers. They have to ensure that the issues are resolved ASAP and customers achieve their goals as well as get value from the product throughout the customer journey. And high product adoption can be achieved if a customer uses more sticky features. Facilitate renewals.

Customer Success 67

Customer Success Management Webinar Customers 67

ChurnZero

JUNE 18, 2021

Customer exit interviews, when properly structured and executed, provide a unique chance to dig deep and discover valuable information which can lead to actionable churn-preventing insights. Anita Toth, Chief Churn Crusher, joined us for a webinar to discuss how to: Conduct killer customer exit interviews. Q&A Recap.

Webinar 98

Webinar Sales Customer Success Customers 98

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. In-App Guides/Survey.

Customer Success 59

Customer Success Roadmap ROI Sports 59

ChurnZero

JANUARY 17, 2020

Factors like usage, account health or their position in the customer journey, enable Plays to target customer contacts with the right messaging at the right time. Rather than waiting to notice a customer in need, Plays automatically assign tasks and deliver emails based on your client’s position in their onboarding process.

Metrics 72

Metrics Customer Success Insights Webinar 72

Gainsight

JUNE 10, 2021

To create this targeted experience, it’s important to put together a bespoke program that involves multiple channels like email, webinar, and office hours in a way that’s best suited to your users. There is more training for tenured CSMs to drive and outcomes throughout the customer journey by aligning the training to the customer lifecycle.

Metrics 52

Metrics Customer Success Customer Journey Measurement 52