Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Lost passwords.

B2B 92

B2B Customer Success Customer Service B2C 92

Thematic

AUGUST 21, 2023

If you're learning about analyzing customer feedback and voice of customer , then it won't be long before you come across the term 'feedback loop' This post breaks down what a feedback loop is, why it's an essential part of customer experience, and how to ensure success when implementing one in your own work.

Feedback 62

Feedback Customer Satisfaction Customer Retention Loyalty 62

TechSee

AUGUST 26, 2020

We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. In fact, according to Gartner research, almost 90% of organizations now employ a Chief Experience Officer or equivalent.

Customer Journey 124

Customer Journey Omnichannel Effort Score Multi-Channel 124

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

White Paper 160

White Paper 2014 2015 2012 160

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

ChurnZero

AUGUST 20, 2021

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.”

Customer Success 98

Customer Success Customers Metrics Communication 98

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service.

2022 79

2022 Social Media Contact Center Feedback 79

Beyond Philosophy

FEBRUARY 28, 2016

Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. This has significant implications for sales, service, marketing, and communications functions for every organization. It is also an essential element of customer-centricity.

Multi-Channel 60

Multi-Channel Customer Centricity Consulting Banking 60

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

Call Center 98

Call Center Contact Center Webinar 2021 98

ProProfs Chat

APRIL 30, 2019

We at ProProfs bring to our readers a thought-provoking conversation we had with Shep Hyken , the Customer Service and Experience Expert. Shep Hyken offers valuable insights into the customer support domain and how to create a customer-centric culture in your organization. Can journey mapping be used as a tool?

Customer Centricity 102

Customer Centricity Culture Employee Experience Feedback 102

CustomerSuccessBox

SEPTEMBER 15, 2021

As the CEO of your company, there may come a situation where you need to implement customer success. You have two options- in-house customer success or outsourcing customer success. With customer success being a new function and companies not prepared for it, outsourcing might seem like a wise decision.

Customer Success 52

Customer Success B2B Net Promoter Score Competitive Advantage 52

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Success 65

Customer Success B2B Customers Customer Service Representative 65

CustomerSuccessBox

MARCH 14, 2022

A customer is dissatisfied with your service and has indicated that they are considering canceling. How do you deal with an annoyed customer? How do you restore customer satisfaction? This is a circumstance that customer success and support employees like you experience on a daily basis.

Customer Satisfaction 52

Customer Satisfaction Customer Journey Mapping Customers Consumers 52

BirdEye

SEPTEMBER 19, 2022

Table of contents Frequently asked questions Enterprise SEO explained Enterprise SEO vs traditional SEO Benefits of enterprise SEO Simple enterprise SEO strategies 4 scaling SEO strategies for enterprises 1. Workflow and processes 3. This process helps search engines like Google, Bing, and Yahoo! Automation 2.

Social Media 96

Social Media Marketing Information Government 96

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople also gain a lot of credibility with their customers.

Sales 126

Sales B2B Insights Technology 126

ViiBE Blog

FEBRUARY 28, 2022

Anna Gorina February 28, 2022 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Therefore, CRM specialists have to be empowered with tools that would provide rapid solutions and increase customer satisfaction.

2021 52

2021 Download E-support 2022 52

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success NPS Reference 115

ChurnZero

MARCH 11, 2020

This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. When I ran Customer Success at PeopleMatter I interviewed every customer who canceled their services with us. Product fit.

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

Kustomer

JULY 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. The Science of Wait Times and Rewarding Customers. Scripted Language vs. Natural Dialogue, How Do They Compare?

Customer Experience 98

Customer Experience Call Center Contact Center Customers 98

Solvvy

OCTOBER 25, 2022

You can take various approaches to measure customer satisfaction levels. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. What Is the Customer Satisfaction Index? .

Customer Satisfaction 62

Customer Satisfaction Measurement NPS Metrics 62

Circular Edge

FEBRUARY 22, 2023

.” Henry Ford Revised annually, this list started as a Top 10 and grew quickly once we collected inputs from our customers & practice leaders. Reactive Support vs Proactive Monitoring – Your MSP isn’t utilizing 24×7 monitoring tools to enable more proactive support. Seriously!? The result?

Management 52

Management Document Innovation Demo 52

Quadient

OCTOBER 10, 2022

From Volume to Value: Switching Customer Communication KPIs. When I talk to our CXM customers, one of the most prevalent issues they face is persuading their colleagues to invest in communications transformation. Communications affect the whole company, but each department often only owns one element. Marissa Feigen.

Communication 52

Communication Banking Average Handle Time Financial 52

ChurnZero

AUGUST 20, 2021

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.”

Customer Success 52

Customer Success Customers Metrics Communication 52

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Irene Griffin , to discuss building better customer relationships through an empathy-driven support model. Griffin is currently leading the customer support team at FranConnect. Listen and subscribe to our podcast: How to Hire CX Reps.

Customer Service 96

Customer Service Definition Customers Airlines 96

ChurnZero

JULY 19, 2022

Many businesses start their relationship with potential long-term customers with free trials for their product or services. SaaS companies, however, have more to lose than your local grocery store if those customers don’t sign up for more. We’ll focus on Customer Success, process optimization, and personalization. .

Feedback 52

Feedback Sales Information Customer Success 52

Circular Edge

JANUARY 21, 2022

Revised annually, this list started in theory as a Top 10 and grew quickly once we collected inputs from our practice leaders & JDE customers. Your MSP profits from your slow periods/seasons, charging fixed fees even when you do not use the service, then during peak periods you pay overage fees. Seriously!? Use it or lose it!

2022 52

2022 Innovation Document Demo 52

West Monroe

MARCH 30, 2023

Companies of every size and industry are on their journey to being digital to meet customer needs for seamless experiences, as well as increase internal efficiencies. If every company is soon to be a software company, how should that change their mindset and key processes? Top Industries Employing Tech Workers (3.98

Healthcare 52

Healthcare Roadmap E Commerce Financial 52

SurveySparrow

JANUARY 24, 2020

It allows you to capture feedback at important intervals during the customer journey. It gives the business an opportunity to understand how they are performing at important customer touchpoints. Transactional NPS vs Relationship NPS: Which one should you use? They have their own advantages and disadvantages.

NPS 52

NPS Touchpoint Feedback B2C 52

InnerTrends

JUNE 8, 2018

Trying to sort out retention on its own is like hoping to solve a medical issue by dealing with the symptoms alone, while ignoring what caused it in the first place. You might win back a few customers, but the main issue lies somewhere else. But was that the real problem? Activity churn vs. payment churn.

B2B 75

B2B Definition Article Presentation 75

Kayako

OCTOBER 20, 2015

Every company will tell you customers are their #1 priority, but few “walk the walk” when it comes to delivering the kind of remarkable service that keeps customers coming back for life. Customer service is overlooked in many companies. Good vs Great customer service.

Customer Service 93

Customer Service Airlines Customers Consumers 93

Kristina Evey

MAY 1, 2018

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community. The Business Dictionary). falls short?

Customer Experience 73

Customer Experience Culture 2004 Leadership 73

Thematic

JULY 19, 2022

Then I came across customer feedback analysis. Here, businesses of all kinds needed to understand what customers (or employees) say at scale. After this initial research, we launched Thematic, a customer feedback solution that builds trust through transparency. My clients wanted specific solutions, and black box AI made sense.

Feedback 71

Feedback Presentation Books Consulting 71

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. Recently, many companies are moving from on-premise to SaaS. Click to Tweet.

Customer Success 58

Customer Success Metrics E-support Customers 58

Integrity Solutions

JULY 20, 2021

In many ways, building confidence in sales is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople also gain a lot of credibility with their customers.

Sales 52

Sales B2B Insights Technology 52

Wootric

DECEMBER 9, 2020

The value of becoming a customer-centric company is no longer in question. The truth is that creating a customer-first model at your company is not as simple as introducing a piece of technology and calling it a day — you need to produce a cultural shift. . a 5-year strategic plan aimed at improving customer experience at all levels.

Banking 52

Banking Culture Feedback Customer Centricity 52

Kustomer

MAY 14, 2019

Customer service leaders have a lot of metrics to track and interpret, with customer satisfaction data as some of the most important — and often underutilized. We’ve compiled some of the most frequently asked questions our CX team receives about customer satisfaction metrics.

Customer Satisfaction 45

Customer Satisfaction Metrics Net Promoter Score NPS 45

CX Journey

MARCH 24, 2016

There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers.

NPS 53

NPS Net Promoter Score Measurement Loyalty 53