West Monroe

JUNE 20, 2022

Provider platform expansion: Reconciling complex operating models. To help break these architectures down, healthcare organizations would do well to orient around three focal points: people, processes, and technology. But we’re coming at that story a little differently this time around. Read on to learn more.

Healthcare 52

Healthcare Multi-Channel 2021 Innovation 52

Gainsight

JUNE 14, 2022

The ultimate challenge for any product leader is to ensure that customers not only try, but keep using your product over time. This is the heart of a product-led growth (PLG) strategy. PLG can help you unlock organic expansion and growth. So how can you build a product that people love? Adoption Analysis.

Roadmap 52

Roadmap Feedback Engagement Customers 52

Gainsight

AUGUST 12, 2022

Today’s SaaS product managers need to be problem solvers at heart—wearing multiple hats, keeping teams on track, and focusing on metrics. In a situation where people are reassessing their choices and decisions, especially around software, they will vote with their wallets,” Albuquerque says. “If via GIPHY.

Roadmap 59

Roadmap Sports Metrics Webinar 59

ChurnZero

MAY 20, 2021

In the early stages of your Customer Success team’s journey, where you have little organizational oversight or guidance and the amount of work outnumbers the people to do it, just figuring out the right things to focus on can be a paralyzing challenge – not to mention doing those things right. Pre-Build Phase. Build Phase.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

CSM Practice

APRIL 13, 2021

Every CSM has the primary goal of improving client retention and identifying expansion selling opportunities to grow their customer portfolio over time. Every CSM has the primary goal of improving client retention and identifying expansion selling opportunities to grow their customer portfolio over time.

Customer Success 52

Customer Success Management Customer Retention Customers 52

ChurnZero

FEBRUARY 3, 2021

As a follow-up to our well-attended webinar on “ Selling for People Who Don’t Love Sales ” with Bryan Neale from Blind Zebra Consulting, we wanted to get more of our audience’s questions answered. . I work with a lot of salespeople and I am one at heart. Additional Q&A. So, I think of the customer first.

Sales 52

Sales Webinar Customer Success Books 52

ChurnZero

OCTOBER 19, 2021

Changing the name might help get to the heart of the purpose and value of your QBR. QBRs based on the people in attendance: these meetings could be set up to provide the most important information for those attending the meeting. Rethinking the Quarterly Business Review (QBR). Question the “Q” in QBR. Call it something different.

Events 98

Events Customer Satisfaction Customer Success Metrics 98

West Monroe

JUNE 20, 2022

Provider platform expansion: Reconciling complex operating models A continued surge in platform rollups is bringing providers economic benefits—but it’s also raising complex questions about how buyers can achieve their investment goals while combining different business architectures. Read on to learn more.

Healthcare 40

Healthcare Multi-Channel 2021 Innovation 40

West Monroe

JUNE 20, 2022

Provider platform expansion: Reconciling complex operating models. To help break these architectures down, healthcare organizations would do well to orient around three focal points: people, processes, and technology. But we’re coming at that story a little differently this time around. Read on to learn more.

Healthcare 40

Healthcare Multi-Channel 2021 Innovation 40

Kustomer

MAY 20, 2021

And so you have to have this DNA of resilience to be able to say, “It’s okay if no one can get to an office, we can keep giving great customer service to everyone, irrespective of the language they speak. Listen to the full episode to learn more. Why Your Team Needs Language Translation Software. Thinking Globally.

Customer Experience 105

Customer Experience Multi-Channel Customers Brands 105

Gainsight

JUNE 9, 2021

Imagine a star-studded debut, with entertainers walking the red carpet and searchlights beckoning people to the event. Well, it wasn’t exactly like that at August Hall in the heart of San Francisco, but everyone present at the venue could feel the electricity in the air. Get new subscribers while keeping existing ones.

Entertainment 98

Entertainment Customer Success Events ROI 98

Kustomer

AUGUST 23, 2021

To win customers, you need to create the kind of meaningful connection people are craving in the post-COVID world by infusing every conversation with empathy and emotion. You probably don’t need me to tell you that the pandemic has caused a dramatic shift in how we do business. But do you know just how dramatic a shift we’re talking about?

Interaction 98

Interaction Brands E Commerce E-support 98

ProProfs Chat

APRIL 27, 2020

This incident not only describes that your agents should mold themselves when needed but also keep in mind the customer’s sentiments while sending a reply to them. What’s more, the same customer service definition gets a different connotation from people who experience it first-hand as good or bad. This brings us to our next question.

Customer Service 101

Customer Service Definition Social Media Customers 101

ChurnZero

MAY 15, 2024

Being a good customer leader used to be primarily about human relationships: the emotional intelligence-driven aspects of customer work and people management on fast-growing teams,” says Abby Hammer, ChurnZero’s chief customer officer and chief product officer. Most CSMs are struggling to hit their goals this year, according to new research.

Leadership 52

Leadership Customer Success 2024 Chief Customer Officer 52

Kustomer

AUGUST 26, 2021

Gabe’s first tip to success is showing kindness to people across all departments in the company. Leaders would do well to keep in mind that one team cannot properly function without the help of another team, just as Operations and CX are both key pieces to customer satisfaction. Tip #2 – It Takes Introspection for Expansion.

Customer Service 98

Customer Service Customer Journey Mapping Leadership Information 98

SurveySparrow

JULY 10, 2021

Whether you’re an established brand or an emerging startup, it is always healthy to keep an eye on what your target audience thinks of your brand. Whether you’re an established brand or an emerging startup, it is always healthy to keep an eye on what your target audience thinks of your brand. What Are Brand Perception Surveys?

Definition 52

Definition Brands Net Promoter Score NPS 52

ChurnZero

NOVEMBER 24, 2020

“Because leadership doesn’t value our contribution, or all the behind-the-scenes work that goes into keeping our customers happy – especially when dealing with problems like product bugs or bad-fit customers that were never our fault to begin with; we can’t control the cards we’re dealt. OK, ready for some tough love?

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

CustomerSuccessBox

FEBRUARY 28, 2022

With this model for some reason people churn out and that’s when businesses are more likely to see a net retention rate in SaaSthat is less than 100%. But if you work out to retain existing ones and achieve a high net retention rate, this keeps away the need to acquire new customers. Gross Retention Rate or the Net Retention Rate?

E Commerce 52

E Commerce E-support Customer Retention Sales 52

ClearAction

APRIL 18, 2020

As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”, and re-allocate those resources to higher-value opportunities. Customer experience annuities are a compelling source of growth that is commonly overlooked.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Fox Metrics

FEBRUARY 18, 2021

76% of companies want people to know their expectations and needs. In a market, 54% of people believe that businesses do not have their best interests at heart. This makes it very easy to put in place similar modeling and target such people. Their options were few; their demands were achievable.

Social Media 52

Social Media Advertising Customer Centricity Customers 52

Fox Metrics

FEBRUARY 18, 2021

76% of companies want people to know their expectations and needs. In a market, 54% of people believe that businesses do not have their best interests at heart. This makes it very easy to put in place similar modeling and target such people. Their options were few; their demands were achievable.

Social Media 52

Social Media Advertising Customer Centricity Customers 52

ChurnZero

NOVEMBER 22, 2021

Advocating for increased budget is a grind that’s near and dear to the heart of every Customer Success leader. Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Your team is stressed and ready to walk away.

Customer Success 98

Customer Success Touchpoint Customers Article 98

ChurnZero

JULY 1, 2022

It’s a common question among leaders and executives, and even CS professionals. Like many specialized roles, the boundaries of CS ops aren’t always black and white. But being comfortable and embracing this gray space is what will separate the good from the great—or in finance’s terms, the cost centers from the profit centers.

Customer Success 52

Customer Success Customers Metrics NPS 52

ChurnZero

JULY 1, 2022

It’s a common question among leaders, executives, and CS professionals. Like many specialized roles, the boundaries of CS ops aren’t always black and white. Get comfortable embracing this gray space, because CS ops is what separates the good from the great—or in finance’s terms, the cost centers from the profit centers.

Customer Success 52

Customer Success Customers Metrics NPS 52

ClearAction

JANUARY 6, 2021

Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother digitalization, stronger security and safety, greater inclusion and diversity. Yet they’re not really new needs or luxuries: they’re long overdue.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

Confirmit

SEPTEMBER 11, 2017

I know that for many frontline employees, it can be hard to “heart” all customers, all the time, but for the rapidly expanding world of CX pros, I think there is a real sense that all customers can teach us something. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams.

2017 40

2017 Social Media Webinar Metrics 40

Confirmit

SEPTEMBER 11, 2017

I know that for many frontline employees, it can be hard to “heart” all customers, all the time, but for the rapidly expanding world of CX pros, I think there is a real sense that all customers can teach us something. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams.

2017 40

2017 Social Media Webinar Metrics 40

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Successful sales people know is about doing something for the customer – not to the customer. The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Culture Management Leadership 52

Russel Lolacher

APRIL 24, 2023

A few reasons why he is awesome – he is the found of The Learning Moment, a consultancy for culture coaching, he’s the co-author of the book “Helping People Win at Work: A Business Philosophy Called ‘Don’t Mark My Paper, Help Me Get an A” and he served as the CEO and Chairman of WD-40 for 25 years.

Culture 52

Culture Leadership 2023 Consulting 52

Storyminers

JULY 6, 2020

In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not. That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. Thought leaders come in all shapes and sizes. Adam Toporek. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Amity

OCTOBER 31, 2016

The first being product adoption, the second being customer retention, and the third being customer expansion. Uberflip's intuitive and powerful platform helps marketers tailor and leverage content to engage with their audience at every stage of the buyer journey. Can you tell us about your responsibilities at Uberflip?

Customer Success 0

Customer Success Customers Definition Metrics 0

Storyminers

JULY 6, 2020

In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not. That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. Thought leaders come in all shapes and sizes. Adam Toporek. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CSM Practice

DECEMBER 29, 2020

With us today we have Irit Eizips, a customer success thought leader whose mission is helping startups to fortune 100 enterprises, establish proactive and scalable customer retention and expansion selling strategy. The Interview. 01:16 – Irit explains how the COVID-19 pandemic has affected industries differently. The Interview.

2020 98

2020 Customers Communication Customer Success 98

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). The Super-Heroes of Customer Experience are here! LinkedIn : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Amity

FEBRUARY 10, 2017

Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the customer at the heart of its work throughout its evolution. Brief won’t be easy, but I can try!

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks? What is customer experience in banking?

Banking 62

Banking Customer Experience Omnichannel Leadership 62

Talkdesk

JUNE 6, 2016

Businesses, like people, go through life stages. Absolutely central to all expansion efforts are retention efforts. This means that on top of all the legal and other hoops, expanding companies must place customer service at the heart of their strategy. At every stage, there are new challenges and opportunities.

Call Center 41

Call Center Call Recording Metrics Customer Base 41