Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. primarily customer experience or customer success programs). Competing in the Analytics Race.

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

Totango

MARCH 16, 2021

Engagement: prospects interact with a brand’s website and become freemium users. Conversion: freemium users convert to paying customers. Onboarding: customers complete the set-up process to begin using their purchase and deriving the value they paid for. B2B Customer Journey Analysis.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

Confirmit

JULY 26, 2018

You will know who the movers and shakers are, and to engage these individuals it is critical to understand the key business issues they need to address and then demonstrate the role your VoC program can have in helping them to do so. What are the Five 5 Steps to a Voice of the Customer Successful Program? Streamline processes.

White Paper 70

White Paper CEM Return on Investment B2C 70

Amity

OCTOBER 10, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity: login stats, system usage. That is the question.

Customer Success 64

Customer Success White Paper Net Promoter Score Management 64

Amity

OCTOBER 5, 2015

After losing a couple of kilo myself recently (yay), I got to thinking about whether or not customer success health scores need to be weighted. Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn.

Customer Success 61

Customer Success White Paper Net Promoter Score Management 61

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. primarily customer experience or customer success programs). Competing in the Analytics Race.

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

Totango

AUGUST 23, 2022

In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. In this article, we’ll cover what you need to know about B2B customer journey touchpoints and how to plan them out to deliver tremendous customer success. White papers.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

Gainsight

OCTOBER 25, 2021

By digging into customer feedback and behavioral analysis, you can spot those friction points and clear the way to more engaging products. Pepper in strategic engagements. As you’re analyzing your user’s path, you can proactively eliminate friction points by peppering in in-product engagements , product guides, and surveys.

Feedback 98

Feedback White Paper Roadmap 2024 98

CustomerSuccessBox

JUNE 27, 2022

Customer Success Enablement may be a term you’ve never heard of, but you’ve probably heard of sales enablement. Although it’s a crucial idea and job in the Customer Success industry, it still hasn’t fully earned the recognition it deserves. Customer Success Enablement – Definition.

Customer Success 52

Customer Success Customer Experience White Paper Net Promoter Score 52

Confirmit

JUNE 20, 2017

Over the past few years, Voice of the Customer (VoC) programs have become an established path to delivering enhanced customer experiences, engaging employees and driving business change in retail. Why then, is every business not running a slick and successful VoC program? Voice of the Customer White Papers.

White Paper 40

White Paper Retail Customer Success Customers 40

Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. It requires relationship building, thoroughly understanding customer needs, advocating for their wants, and helping every customer — not just the largest — flourish in ways they never could alone.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

CSM Magazine

JANUARY 15, 2025

While silence can mean a lot of things, more often than not, its a passive-aggressive way to react to dissatisfactory customer experience. Today, we will help you understand why your customers stop engaging and what you can do about it. If their experience wasnt great, they might not feel motivated to engage.

White Paper 52

White Paper Communication Interaction Customers 52

Optimove

NOVEMBER 12, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: For marketers aiming to stay competitive and build lasting customer relationships, this post highlights essential insights into the future of marketing. Today, real-time engagement is essential, but Optimove saw its potential long before it was mainstream.

White Paper 52

White Paper 2012 Return on Investment Leadership 52

Education Services Group

JULY 30, 2018

Begin with three simple questions: Which customers are scheduled to renew this quarter? How many are currently engaged in a strategy to keep their accounts? As you do that, new metrics will emerge to track conversions and successes. Download our white paper, Success Through Segmentation. Types of user roles.

White Paper 53

White Paper Download Blog Metrics 53

RapportBoost

NOVEMBER 15, 2018

Give agents time to engage in practice runs before putting them on the air. When it’s done correctly, the customer should never notice that it happened. . That means more than just pointing the customer to a white paper. Chat systems tout their ease of use and turnkey nature. Don’t assume they’ll “pick it up.” .

White Paper 71

White Paper Call Center Telecommunications Omnichannel 71

ChurnZero

SEPTEMBER 30, 2021

As your Customer Success team grows, it becomes necessary to set up an infrastructure around your data, processes, people, and systems to better enable your team – and that’s where Customer Success Operations comes in. That will require more of a high-touch experience with more of the white-glove CSM.

Customer Success 52

Customer Success Webinar White Paper Sales 52

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. Did you like this blog post?

Customer Journey Mapping 53

Customer Journey Mapping Customer Journey White Paper Customer Philosophy 53

Education Services Group

SEPTEMBER 4, 2018

ESG CEO, Michael Harnum, recently asked the members of the Customer Success Forum for advice on measuring subscription consumption and creating plays to manage issues proactively. Pivoting for Proactive Customer Success ( Dana Soza ). “At Download our 10 Simple Traits of an Awesome CSM white paper.

Customer Retention 49

Customer Retention Measurement Management White Paper 49

Education Services Group

JUNE 18, 2018

How do I increase customer retention? Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer Retention 45

Customer Retention Customer Success White Paper Management 45

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.

White Paper 71

White Paper Advertising Sales Social Media 71

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” So, no change in the routine which makes it all a bit… repetitive.

White Paper 52

White Paper Customer Success Metrics Hotels 52

Kustomer

AUGUST 30, 2018

Conversational Customer Support Brings Challenges and Opportunities. The team at Kustomer have been quick to pick up on the concept of “conversational” customer support with various blogs and a white paper. But how can you check you delivered on conversational customer support, in a non-jarring way?

Feedback 45

Feedback White Paper Insurance Omnichannel 45

Amity

FEBRUARY 18, 2014

Engage – developing content and services that engage people and keep them returning to the service. Monetize – finding ways to turn the audience into a revenue stream without reducing the engagement. The key to success is to constantly monitor and improve the slowest gear.

B2B 48

B2B White Paper B2C Reference 48

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Source: Pexels.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

Gainsight

OCTOBER 28, 2021

At the same time, you can use customer feedback loops to build a pipeline of ongoing product-market fit data. By inserting in-app engagements and gathering feedback, you grab an inside look into what’s working and what isn’t from the user’s view.

Marketing 52

Marketing White Paper Roadmap Metrics 52

SmartKarrot

JANUARY 7, 2022

Accumulate case studies and white papers (B2B) . Customer insights help companies improve how competitors are winning more customers. Marketing content is needed to make customers know more about the product or service. Marketing content is needed to make customers know more about the product or service.

2022 10

2022 White Paper Social Media Competitive Advantage 10

SmartKarrot

APRIL 22, 2022

Dedicating resources that provide quick and engaging solutions will help you boost your customer retention. You can have inbound content such as informative blogs, e-books, white papers, etc. You may have to sit with your teams – customer engagement teams and the finance teams to come up with a gift idea.

Customer Retention 10

Customer Retention B2B White Paper Rewards Programs 10

SmartKarrot

JULY 19, 2023

Looking at renewals for example, if customers do not get timely update on due renewals and risk profile of the customers then it’s an uphill battle to defend NRR. Engagement Intelligence Balancing customer relationships across high touch and low touch customers can be daunting. Reach out to us for more.

White Paper 10

White Paper Customer Success Financial Technology 10

Confirmit

MAY 29, 2018

Customers are, and should be, at the center of everything you do. Confirmit’s customer engagement model, Confirmit Voices®, recommends you stay on top of all key sources of knowledge and feedback within your organization: Voice of the Customer. What Channel Should You Use to Collect the Voice of the Customer?

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40