ChurnZero

SEPTEMBER 25, 2020

[This is the second installment of a two-part article series. The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment.

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Customer Bliss

SEPTEMBER 25, 2020

Have you been keeping up with me on my LinkedIn Live conversations? If not, what are you waiting for? As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. I’ve spoken to leaders in a range of industries, and they all have had incredibly useful things to say about how they’ve been working through these uncertai

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Strikedeck

SEPTEMBER 25, 2020

Shreesha talks about the importance of understanding the voice of the customer and how it can give you a more competitive edge.

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Totango

SEPTEMBER 25, 2020

In today’s digital landscape, the constant evolution of technology continually changes the way we communicate and do business with each other. This especially extends to the world of customer success and retention. With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. .

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Interview Date: July 18, 2020. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. In this episode, Irit Eizips, Chief Customer Officer & CEO at CSM Practice interviews Nick Mehta, Chief Executive Officer at Gainsigh t, on the topic of the Importance of Customer Success Strategy Investments.

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Ann Michaels and Associates

SEPTEMBER 25, 2020

Selecting a vendor for your business can be time consuming and stressful. You are making an important choice that will not just impact you, but an entire department or business. The goal should be to create a partnership with your vendor. Price is important, but it should not be the only thing to consider. Here are three tips that are worth noting. Communication.

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NICE inContact

SEPTEMBER 25, 2020

The ability to use AI in your contact center business is growing exponentially. You might be asking yourself, "where do we start?". Learn the secrets of Fortune 200 companies who are using an AI-powered IVR to achieve their KPIs and gain a competitive advantage.

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SmartKarrot

SEPTEMBER 25, 2020

In the subscription-based economy, companies are progressively shifting from transactional to relationship-based customer engagement. All other functions in a business – Marketing, Sales, Product management, etc., are the same as they used to be before. But with a growing importance of retaining a customer and maintaining a long-term relationship with them, a customer success team has become indispensable for a modern company.

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Forrester's Customer Insights

SEPTEMBER 25, 2020

Sales methodology is a topic that evokes a wide range of comprehension among sales professionals, largely depending on their personal history with the methodologies their previous employers used.

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

SmartKarrot

SEPTEMBER 25, 2020

Unsatisfied customers do not stick around for long, which is an irrevocably true-adage. A happy customer leads to customer satisfaction which in turn leads us to think of more ways to improve customer satisfaction. Statistics suggest that as much as 80% of a company’s future revenue is derived from 20% of its existing clients. Hence, it is imperative to come up with innovative ideas for customer satisfaction.

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Forrester's Customer Insights

SEPTEMBER 25, 2020

This post outlines three key ways product leaders can use customer input and feedback to drive growth in the coming year.

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SmartKarrot

SEPTEMBER 25, 2020

Let’s look at it this way – presume that you planted the seeds of churn pretty early and then left it under the nurture of Mother Nature. Then, the paucity of adaptability takes you down as the churn hits you like a humungous asteroid careening towards your little planet. Therefore, to save your company’s environment from the pernicious seeds of churn, you will have to sprinkle in some of the customer onboarding best practices.

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SurveySparrow

SEPTEMBER 25, 2020

Acquiring new customers is harder than ever. Customers are not really looking at the next shiny thing because each entrant into the market showcases themselves like it. The guards of a prospective buyer is always high. They do not want to get involved with a product that wouldn’t make sense to their objectives and requirements. Did you know that sending a simple question where you ask your customer how satisfied they are with you not only helps your existing relationship, but is also great for

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Measurement

SmartKarrot

SEPTEMBER 25, 2020

Source: Unsplash. It is always nicer when you hear someone appreciating you. That is the kind of feeling you would like your customers to associate you with. Therein, the concept of customer appreciation kicks in. As businesses grow, they tend to focus more on the acquisition, scaling, and revenue and less on the interpersonal relationships with the clients.

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ShepHyken

SEPTEMBER 25, 2020

This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service?

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Contact Center Competitive Advantage Article Customer Service 110

SmartKarrot

SEPTEMBER 25, 2020

With the evolution of the business processes in modern companies, the sales process is not left untouched. It’s not just about acquiring more customers in a spree anymore; you have to be equally conscious about the brand reputation. And until you find the right customer, it is hard to build such a reputation. If you are in a red ocean, meaning, you have a dearth of customers in your industry then your real ethical values come to the test.

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Oracle

SEPTEMBER 25, 2020

A customer data platform (CDP) could be your secret weapon to creating a more engaging CX. New research from Forrester suggests that brands serious about customer data and personalization should consider CDP software. A CDP is an underlying marketing and customer experience platform that aggregates and organizes customer data from across multiple customer experience touch points into a single customer profile.

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Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

SmartKarrot

SEPTEMBER 25, 2020

In the past few years, the SaaS industry has grown from scarcity to abundance. Today in 2020, there exists a service-based digital solution for every other problem or cause. SaaS has become a prime element in every business’s architecture. To stand out in such a tough competition, the SaaS market needs to leverage strategies like verticalization, exceptional segmentation, meeting customer demands, and providing excellent features.

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SaleMove

SEPTEMBER 25, 2020

Glia Guide: A Non-Coder’s AI Management Tale. Machine Learning (ML), an application of Artificial Intelligence (AI), is where a computer algorithm’s accuracy and performance is dependent on the types/quantity of experience. More experience results in a more precise outcome. ML can help aid in completing simpler, more mundane tasks in order for us to be more effective in a shorter amount of time.

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SmartKarrot

SEPTEMBER 25, 2020

In the past few years, the SaaS industry has grown from scarcity to abundance. Today in 2020, there exists a service-based digital solution for every other problem or cause. SaaS has become a prime element in every business’s architecture. To stand out in such a tough competition, the SaaS market needs to leverage strategies like verticalization, exceptional segmentation, meeting customer demands, and providing excellent features.

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2020 Financial E Commerce Travel 8

Qualtrics

SEPTEMBER 25, 2020

Right now, as brands plan for the holiday season they find themselves at a crossroads, determined not to fall foul of the consumer. Competition will be fiercer than ever, so here are three ways to help you capitalize on emerging trends during a time of significant uncertainty. In any normal year, September signals the build up to the holiday season and brands will typically have their festive campaign tied up in a bow, ready to go - confident that their message will resonate to the masses.

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SmartKarrot

SEPTEMBER 25, 2020

When it comes to marketing, there are different channels that you can resort to. While all these channels are driven by companies with the only motive of promoting their products and acquiring new customers, there is one method that is the “cleanest” and most effective of all. That is called brand advocacy and every company aspires to have as many brand advocates as possible.

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SmartKarrot

SEPTEMBER 25, 2020

Source. Generally, a subscription-based contract is marked by renewals and recurring payments. This reduces the switching costs and harbors opportunities for the customers to jump in. In response, many SaaS user adoption companies have started exploring strategies that focus on driving product usage by end-users. A recent research study by Gartner , states that in 2020, the companies will spend $155.7 billion on SaaS and PaaS capabilities.

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SmartKarrot

SEPTEMBER 25, 2020

If you are in the field of customer success for quite some time, you would have known the definition of it by heart by now. It is a business strategy through which you ensure that the customer is able to reach their goals by using your product. Needless to say, all strategies are just theory as long as they don’t have an action plan for success. And the above said strategy calls for a customer success plan that we are going to discuss today.

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SmartKarrot

SEPTEMBER 25, 2020

It’s no more a secret that whatever may be your domain or your business, without customers it’s nothing. So when was the last time you had a good conversation with your customer? If you had one recently, then you have surely tried or created a good relationship with your customers. If not, then maybe you should be focusing more time on creating one.

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement