Comm100

AUGUST 21, 2023

One key strategy that is gaining traction is the removal of standardized testing in the admissions process. In this blog we will explore what standardized testing is and dig into the pros and cons of standardized testing for schools and students alike. What is standardized testing in higher ed?

2024 52

2024 Culture Measurement Travel 52

PeopleMetrics

FEBRUARY 25, 2022

How do you design and manage a CX strategy? CX Management and High-Impact Customers. The Customer Experience Management Process. Let's start by reviewing the fundamentals. What is customer experience management? Customer experience (CX) has become an essential cornerstone of modern business strategy.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

Circular Edge

MAY 2, 2022

Blog Credit: Ian McCue, April 26, 2022 ( 10 Ways to Excel in the Evolving Role of the CFO | NetSuite). Key themes include collaborating with business units and being proactive in hiring. In short: Three experienced finance chiefs at fast-growing companies talk about excelling in this redefined role. Our Sources.

2014 52

2014 Culture Healthcare Apparel 52

SurveySparrow

SEPTEMBER 26, 2023

In this blog, we’ll look into the secrets of customer experience in utilities- from the latest trends shaping the industry to effective strategies for enhancing utility services. In the simplest terms, utilities encompass a range of fundamental services that provide for our basic needs. What Are Utilities?

Customer Experience 52

Customer Experience E-support E Commerce Customer Satisfaction 52

Gainsight

APRIL 17, 2019

But for CEOs, one of the most fundamental changes about the job is how much more real-time it’s become. So as business is becoming more real-time—information being collected and digested for immediate use in decision-making—the layers of abstraction between a CEO and the key stakeholders and systems must be reduced.

Presentation 79

Presentation B2C Roadmap Webinar 79

ClientSuccess

OCTOBER 3, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why? Mentor Questions. Company : PacketSled.

Customer Success 52

Customer Success Books 2016 Blog 52

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What this does is help you get a sense of the strategic direction the customer is undertaking and the key challenges they might be facing.

Customer Success 40

Customer Success Culture Books Blog 40

SurveySparrow

OCTOBER 7, 2023

In this blog, we will look into the meaning of DEI, explore the nuances, and uncover its potential to reshape workplaces for the better. DEI in the Workplace You see, Diversity, Equity, and Inclusion are not principles restricted to the HR department or the managers alone. Intriguing, right? What is DEI? So, what does DEI stand for?

Culture 52

Culture Leadership Innovation Feedback 52

ClientSuccess

JUNE 20, 2017

Too often, Customer Success Managers (CSMs), leaders, or even company executives can become over-excited and try to push customers into doing something they’re not ready for, like agreeing to an upsell or activating a new department. The key differentiator between SaaS vendors is the overall customer experience they provide.

Customer Success 40

Customer Success Culture Customer Relationships Customers 40

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Wootric

JUNE 13, 2019

Since you’re here on the Wootric blog, you probably already know that providing a high-quality experience to your customers is vital to your business. You’ve heard people talk about CX becoming the key differentiator for brands in the coming years. This is where customer experience enablement comes in. So many acronyms!

Customer Experience 69

Customer Experience Communication CEM B2B 69

Middlesex Consulting

DECEMBER 27, 2015

This is a guest blog by my friend Nick Frank of Service in Industry. Nick is British and I did not Americianize his spelling. By the very nature of their history, engineering and industrial businesses tend to focus on technology and processes when developing product related services. 5 Recognise and reward success.

Culture 60

Culture Technology Brands Brand Values 60

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. 19 Qualities That Can Make Good Customer Success Managers Great. Doing so regularly strengthens a CSMs position within that account.

Customer Success 41

Customer Success Management Touchpoint Customers 41

Gainsight

JULY 16, 2019

The daily life of a product manager is busy—you don’t have time to waste on software that doesn’t fit your needs. Especially when you consider how much time and resources get put into evaluating, implementing, onboarding, and navigating change management. So, what can you do to save yourself all that effort?

Demo 45

Demo Engagement Customer Success Insights 45

Circular Edge

MAY 10, 2022

Blog Credit: Scott Beaver, August 19, 2020 (What is Accounts Payable (AP)? A company’s accounts payable represents its short-term liabilities—invoices owed to suppliers, for example. AP is a key line item in the liabilities section of an organization’s balance sheet. Accounts Payable Explained. NetSuite).

Competitive Advantage 10

Competitive Advantage Document Consulting Insurance 10

SurveySparrow

APRIL 11, 2021

It puts them in a difficult situation where they have to say ‘No’ at the end of a long drawn presentation or demo. Also, if you are going to sell to someone on the first meeting or call, you will surely put them off. . Your best bet is to nurture your leads. Both the parties get to know each other during the lead nurturing strategy.

Social Media 98

Social Media Metrics Webinar Demo 98

SmartKarrot

NOVEMBER 16, 2022

An account executive would have been in charge of this in the past. . The dynamics of relationships are fundamental to SaaS (Software As A Service) sales. Client success specialists work closely with clients to ensure they have all the information and resources to fully utilize the company’s app.

Books 10

Books Customer Success Chief Customer Officer B2B 10

Totango

AUGUST 11, 2022

First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Blog content consumption. The latter may include managers, procurement officers, CEOs, investors, and others. Examples include: Search engine queries and ads. Social media posts.

Net Promoter Score 107

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 107

SurveySparrow

DECEMBER 19, 2019

It should be a trigger for a conversation. . Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network.

Engagement 52

Engagement Employee Experience Culture Sports 52

Comm100

DECEMBER 1, 2017

We’ve broken this report down so that no matter what stage your business is at in setting your annual priorities, you can learn what key goals other organizations hope to pursue (or continue pursuing) for their contact centers in 2018, and why they matter. Top Priorities for 2018. No Landslide Victories. Customer Experience Automation Is No.2

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? It’s no place for the rearview-mirror finance and accounting processes of old. Instead, companies are starting to adopt agile finance, a modern approach to financial management that changes the way finance teams work and create value. What Is Agile Finance?

Financial 52

Financial Culture Competitive Advantage Innovation 52

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? It’s no place for the rearview-mirror finance and accounting processes of old. Instead, companies are starting to adopt agile finance, a modern approach to financial management that changes the way finance teams work and create value. What Is Agile Finance?

Financial 52

Financial Culture Competitive Advantage Innovation 52

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Books 40

Books Customer Success NPS Consulting 40

SmartKarrot

APRIL 22, 2021

That is when the concept of ‘Role Playing’ tends to play a fundamental role for the customer success managers out there. Here in this blog, we will talk about some of the most common role-play scenarios and how can a CSM leverage them. But, before that, let’s brush up on the basics. What is a Customer Role Play Scenario?

Customer Success 10

Customer Success Management Customers Customer Service Representative 10

Kustomer

FEBRUARY 29, 2024

Primarily tailored for e-commerce businesses, this tool efficiently manages tickets, centralizes customer communication via a shared inbox, and automates numerous routine tasks. Easy-to-navigate interface – Gorgias simplifies ticket management by consolidating all tickets in one place.

E Commerce 52

E Commerce 2024 E-support Feedback 52

SmartKarrot

NOVEMBER 29, 2022

Effective account management never happens by chance. If you want to succeed with one or more of your accounts, you need to have a method and a strategy to follow. . The Miller Heiman Large Account Management Process is one prominent example (LAMP). Now, this serves as the key step in the process.

Management 19

Management Competitive Advantage Books 2005 19

Circular Edge

MAY 10, 2022

Blog Credit: Ian McCue, April 7, 2022 (What is ERP (Enterprise Resource Planning)? That’s where enterprise resource planning software comes in: ERP systems collect and organize key business information and help organizations run lean, efficient operations, even as they expand. What is Enterprise Resource Planning (ERP)?

Financial 52

Financial Multi-Channel Information Management 52

CustomerSuccessBox

JULY 8, 2020

Customer Retention is key. We had Jay Nathan , Founding & Managing Partner, Customer Imperative and Andrew Marks , Founder, President and COO, SuccessHacker speak to Puneet Kataria , Founder & CEO, CustomerSuccessBox about the role of customer success in driving SaaS businesses during a lockdown. This is the new normal.

Customer Retention 52

Customer Retention Consulting Competitive Advantage Customer Success 52

Grade.us

APRIL 29, 2019

First as an account manager. It's all really interesting and lots of things going on, but I don't really know that we're at the point where anything fundamental is changing yet. A lively sense of humor and a commitment to telling it like it is makes Jenny Halasz an extremely fun person to talk to. The result?

Consulting 23

Consulting Books Definition Marketing 23

ClientSuccess

APRIL 7, 2017

While Customer Success teams should discuss KPIs and goals with every customer account, sometimes flagship customers need a little extra time and care. These on-site customer meetings are a way for executives from both teams to be in the same room discussing customer success on a fundamental level. What about personal KPIs?

Customer Success 41

Customer Success Sales Customer Satisfaction Demo 41

CustomerSuccessBox

JUNE 27, 2022

Customer Success teams have a wide range of duties, from opening new accounts to assisting current clients in achieving their objectives and securing renewals. Customer success managers are constantly thinking of their client’s best interests. The customer experience is fundamentally dependent on handoffs.

Customer Success 52

Customer Success Customer Experience White Paper Net Promoter Score 52

SmartKarrot

OCTOBER 28, 2022

What is Strategic Account Management? This approach is called strategic account management for enterprises (also known as key account management). The Responsibility of Strategic Account Manager. Do you want to handle both accounts equally? A proper explanation. contact-form-7].

Management 10

Management B2B ROI Customer Success 10

Kayako

SEPTEMBER 9, 2022

Keep in mind that a fundamental tool to help your agents succeed is providing them with the ability to see the customer’s history all in one place with a tool like Kayako’s Single View. Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions.

Customer Service 62

Customer Service Customer Journey Mapping Omnichannel Customer Journey 62

Bold360

DECEMBER 1, 2016

Webb is a certified management consultant who works with the top brands in the world. He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. In fact, sometimes it can seem. Anna Morrish.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Experience Matters

APRIL 7, 2015

Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97

West Monroe

JUNE 27, 2019

In order to address these complex challenges, we identified three key themes that resonated with us given our recent experience supporting clients through their customer success journey: 1. The question of whether CSMs should be responsible for managing renewals was discussed at great length but without a simple and universal answer.

2019 40

2019 Customer Success ROI Customer Centricity 40

CSM Practice

MARCH 26, 2017

In this blog, I’m going to share his best practices on how customer success teams can help drive customer advocacy. Regarding approach, one fundamental concept stands out: customer relationships. Real relationships are the key to success with advocacy. Marketing or Customer Success? We do that too.

Customer Success 49

Customer Success Metrics Customers Marketing 49