Interactions

SEPTEMBER 19, 2023

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Q: How would you describe your roles and responsibilities within your respective organizations? Time flies!

2015 48

2015 Interaction Contact Center Call Center 48

ChurnZero

FEBRUARY 1, 2024

Below, you’ll find Emilia’s answers to questions asked in the post-webinar Q&A session. Q: Our CSMs each have 100+ clients of varying sizes. Q: What’s an effective strategy for when a customer gatekeeps you from engaging with others in their organization? A: It’s a common scenario.

Customer Success 52

Customer Success Webinar Sales Customers 52

Lithium

APRIL 2, 2024

RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

2024 52

2024 Webinar Roadmap Events 52

Totango

AUGUST 21, 2020

Q: How is experience, particularly around human experience infused across customers, employees, and partners playing into this as Customer First is being scaled to massive levels? We try to infuse people’s experience and customer experience product experience into everything we do. A big part of that is coming into Totango now.

Innovation 115

Innovation Customer Success NPS Reference 115

Alida

JUNE 30, 2020

A Q&A with Crystal Miceli, Vice President and Head of Product Management.

NPS 227

NPS Management Customer Experience Customers 227

Lithium

MARCH 5, 2024

Khoros Fresh Features Product Release & Roadmap Webinar : Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team. If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager.

2024 52

2024 Social Media Roadmap Webinar 52

ChurnZero

JULY 22, 2022

As Donna Weber , the world’s leading expert in customer onboarding, knows, onboarding is about more than completing product training and filling out checklists. Whether it’s greater efficiency, increased revenue, cost savings, or achieving compliance, every customer has a reason for purchasing your product.

Customers 98

Customers Sales B2B Metrics 98

ChurnZero

MARCH 9, 2021

Q: What do you like about working at ChurnZero? . The product itself is awesome and works. This make my job way easier when I’m confident in the product and it’s capabilities. . This make my job way easier when I’m confident in the product and it’s capabilities. . Q: What was your first job?

ROI 85

ROI Definition Customer Retention Customer Success 85

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. Extended Q&A. Here’s a short Q&A of some questions answered after the live event.

Webinar 91

Webinar Customers Customer Service Customer Confidence 91

ChurnZero

MAY 19, 2020

Q&A: Brian Hartley, Senior Director, Customer Success, RFP360. Q: Why do you think it’s important to invest in Customer Success? Q: What’s the best thing a customer has ever said to you? Q: In your opinion, what makes your company better at Customer Success than others in the market?

Customer Success 98

Customer Success Consulting Customers User Experience 98

ClientSuccess

DECEMBER 14, 2021

CSMs are becoming more and more involved in the customer renewal and/or upsell process alongside sales team members because they are intimately familiar with how the customer is using a product and the value they see from the solution. Q: Is there growth potential? Q: Do you need to modify? Q: Let’s discuss, can we overcome?

Sales 90

Sales Brands Customer Success Engagement 90

ChurnZero

DECEMBER 21, 2022

Dave answers common questions from CS professionals in this webinar Q&A recap. So much so that we asked Dave to come back for a Q&A part two. Related reading: The webinar’s Q&A recap touches on topics that hit close to home for so many of us, such as how to spot the signs of excessive workplace stress, the no.

Webinar 98

Webinar 2022 Customer Success Metrics 98

ChurnZero

JULY 16, 2021

Q&A Recap. Q: How do you incorporate digital aspects into your existing customer journey? Then, you can move into things like automating product updates and things that are going to your customers. That’s probably a really good thing to talk through, especially if we’re talking about product updates.

Touchpoint 98

Touchpoint Webinar Customer Success Events 98

ChurnZero

JUNE 8, 2021

Q: What do you do for ChurnZero? Q: What is one word that you would use to describe your team? Q: What’s the best thing you accomplished last year? Q: What was your first job? Q: What do you like most about your career? Q: What’s your favorite way to unwind after a busy day? A: Meticulous.

Management 98

Management Books 2019 Touchpoint 98

Lithium

NOVEMBER 7, 2023

Recap: Q&A with the Khoros Product Team Whether you missed it, or want to see it again, the Khoros Fresh Features Live Q&A is now available on demand! Check out the Q&A on-demand, as well as other resources to help you unlock the full power Khoros has to offer. High five, y'all!

2023 52

2023 Metrics Blog Government 52

ChurnZero

JUNE 2, 2021

Q&A Recap. Q: How do you calculate net revenue retention for a usage-based model? When they start to be onboarded, they still have to love your product and they still have to use your product. Q: What do you predict the SaaS market will be like in the next 12 months? Q: Growth is so valued, does burn matter?

B2B 98

B2B Webinar 2004 2020 98

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. How do you prioritize what feedback gets incorporated into the product roadmap? Read on to learn how these six product professionals listen and act on customer feedback. Chris Chumley.

Feedback 117

Feedback Roadmap Demo ROI 117

ChurnZero

MARCH 18, 2022

Q&A recap. Q: What’s the rationale for keeping the cadence on Monthly Recurring Revenue (MRR) versus Annual Recurring Revenue (ARR)? Q: In your version of logo retention rate, how would you treat customers on contracts that allow early opt out? Q: What’s the difference between Annual Contract Value (ACV) and ARR?

Metrics 98

Metrics Customer Success 2021 NPS 98

ShepHyken

SEPTEMBER 28, 2021

Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling. Reilly also hosts The Q and A Sales Podcast, where he answers the most pressing questions facing today’s sales professional. Certainty and stability are important to your customers.

Sales 140

Sales Brands Customer Expectations Customer Service 140

Alida

JUNE 30, 2020

A Q&A with Crystal Miceli, Vice President and Head of Product Management.

NPS 130

NPS Management Customer Experience Customers 130

BirdEye

OCTOBER 31, 2023

Business name availability FAQs Q: Where can I check for business name availability? Q: What are the legal implications of using a taken business name? Q: What to do when my ideal business name is unavailable? Q: How can I ensure my business name aligns with my brand?

Social Media 111

Social Media Brands Reference Consulting 111

Forrester's Customer Insights

AUGUST 10, 2014

Carl is head of digital at Avon Products, leading the company''s initiatives to implement systematic, measurable change on the path to digital disruption. Q: When did your company first begin focusing on the customer experience? Q: How do you determine which aspects of the customer experience you must try to excel at?

Customer Experience 38

Customer Experience Social Media Omnichannel Customer Centricity 38

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Is there a difference in CSQL growth with B2B and B2C customers?

Customer Success 97

Customer Success B2C Webinar B2B 97

Education Services Group

MAY 25, 2022

Q&A Recap. Q: Talking about a “best in class” customer community, what does that look like? Q: Have you ever seen Customer Education owning community? . Q: Would you ever include non-customers or non-employees in your community? . Is there a department that owns it, and do other departments play a role? .

Webinar 52

Webinar Chief Customer Officer Multi-Channel Engagement 52

Alida

JUNE 15, 2018

As Marcus Lofthouse, senior director of user experience at Audible, recently told us in a Q&A, the company sees UX design as a strategic priority. At Audible, UX is more than just about the visual polish of a product—it is a critical part of the company that helps bring the voice of the customer to the product development process.

User Experience 166

User Experience Webinar Workshop ROI 166

Magellan Solutions

JANUARY 17, 2024

Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. It results in greater job satisfaction, productivity, and employee retention. Q: How did Magellan develop its unique company culture? It boosts employee satisfaction and productivity and fosters a sense of belonging.

Culture 52

Culture Leadership Feedback Social Media 52

TechSee

JANUARY 29, 2024

This can include classical data sources like product documentation and non-traditional datasets like service transcripts and FAQs. These key Q&A sets can help you conversationally address common informational queries more efficiently. Define Key Questions and Answers: Not all customer questions require advanced LLMs.

Document 124

Document Contact Center Leadership Technology 124

ChurnZero

AUGUST 13, 2021

InSided VP of Customer Success Anika Zubair joined us to talk about the product categories and solutions that leading Customer Success professionals are embracing as they build out their digital-led programs. Q&A Recap. Q: How should you make a business case to purchase Customer Success tools? . [A]

Customer Success 98

Customer Success Webinar Communication Interaction 98

BirdEye

SEPTEMBER 13, 2023

More importantly, it will reveal whether your brand, products, and services impact your customers positively. When a customer writes a review, they talk about what is top of mind at that time — their experience with your business, their satisfaction with your products, etc. What made you seek out our product or service?

2023 59

2023 Brands Feedback Financial 59

ChurnZero

APRIL 21, 2023

This approach uses self-service learning, embedded courses, and digital academies to reduce a customer’s reliance on CSMs and eliminate their role as the gatekeepers of product knowledge. Q: Have you fully transitioned from traditional (e.g., Enter digital customer education. Steve: By and large, yes.

Webinar 52

Webinar Customers Communication Demo 52

ChurnZero

JULY 2, 2020

Q&A Recap: Speakers: Abby Hammer, Chief Customer Officer, ChurnZero. Q: How do you know if you’re successfully putting the customer at the center of your organization? Q: How do you tie employee compensation plans to the customer to promote customer-first behaviors or expectations? Even if it is part of their compensation.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

ChurnZero

NOVEMBER 18, 2022

The Q&A portion of the webinar covered topics including how to overcome budget objections, promote CS wins across the organization, secure budget at the same rate as sales, and much more. Q: Many CEOs acknowledge that Customer Success teams are important for business growth, yet they still push back on their budget.

Customer Success 98

Customer Success Webinar Leadership Customers 98

Education Services Group

AUGUST 31, 2022

Q&A Recap. Q: What are the top metrics to measure the Chief Customer Officer ( CCO ) on? . Q: Do you use surveys to measure success and value? . Q: At what cadence do you measure these metrics like Customer Effort Score and NPS? . The post Webinar Q&A Recap: The Post-Sale Ecosystem appeared first on ESG.

Webinar 52

Webinar Sales Chief Customer Officer Effort Score 52

SurveySparrow

NOVEMBER 1, 2023

Businesses use these to gauge customer satisfaction after a sale, diving into factors like product quality, shipping experience, and overall satisfaction. Product Feedback Surveys Launching a new product or feature? Here’s where product feedback surveys come into play. Post-Purchase Survey Template 2.

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. Q&A Recap. Q: What journey mapping resources and tools do you recommend?

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

Oracle

JANUARY 25, 2018

Today, it’s no longer enough to simply provide them with a great product or service. Q: Fill in the blank. Q: In what ways can social media be used to improve customer experience? Q: Any other thoughts for business owners? Q: Fill in the blank. Q: Fill in the blank. Let them know you appreciate them.

2018 110

2018 Customer Experience Social Media Consulting 110

ChurnZero

DECEMBER 9, 2022

In the session’s Q&A, Gabby further explores shifts in the CEO persona, the importance of professional sponsors, and expanding to serve an entire market. Q: CEOs can tend to be self-serving. As CS leaders, you’re in the catbird seat to solve the hardest problems because you have the nexus between the product and the market need.

Customer Success 52

Customer Success NPS Metrics Roadmap 52