InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. In a period of financial anxiety, customers are looking for institutions they can trust. It is a proven way of retaining customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Technical Problems.

Communication 118

Communication Strategy Chatbots Customer Journeys 118

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric. 1. Communicate with Your Customers.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?

Customer Success 129

Customer Success NPS Metrics Culture 129

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

Lumoa

MARCH 9, 2023

Buffer sets the bar high when it comes to customer service – they don’t just sit back and wait for questions and issues, but instead demonstrate their empathy by proactively checking in on customers. They understood your needs and you didn’t have to expend extra energy trying to explain the issue.

Customer Experience 397

Customer Experience Social Media Customers Video 397

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Customer Success 118

Customer Success Management Guidelines Customers 118

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Success 112

Customer Success Customers Measurement Communication 112

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Retently

OCTOBER 16, 2024

Whether you’re gauging customer satisfaction, gathering feedback on recent interactions, or spotting areas for improvement, embedding a quick survey in your email signature offers a non-intrusive way to collect continuous feedback. Email signature surveys, on the other hand, are naturally embedded into the flow of communication.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

CustomerSuccessBox

MARCH 18, 2020

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. In most situations, a hybrid model, i.e., a combination of on-ground and remote success, works best. Should customer success managers travel?

Travel 115

Travel Customer Success Management Video 115

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Experience Investigators by 360Connext

JULY 20, 2021

Meanwhile, Malik from the Social Media Response team is doing his best to reply to customers who say they’ve complained about this issue before — even though he doesn’t know what the root cause of the issue might be — and Padma from Customer Success doesn’t have any visibility into what customers are saying at all.

Customer Journeys 361

Customer Journeys Social Media Contact Center Survey 361

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 109

Customer Journeys Customer Success Net Promoter Score B2C 109

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. The results?

Customer Success 101

Customer Success Management Customers Leadership 101

ChurnZero

MARCH 5, 2021

Customer seeing results? But still, when presented with the opportunity to leave, your customer just up and churns on you. When applied to Customer Success, these principles help explain why “surprise churn” happens, despite your every endeavor to follow all the best Customer Success playbooks to a T.

Customer Success 98

Customer Success Effort Score Customers Survey 98

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Learn from those examples, and apply the elements that fit for your team and situation.

Examples 104

Examples Customer Success Customers Sales 104

Customer Bliss

JULY 19, 2019

In today’s episode, we take a look at how Lucy Norris , Executive Vice President, Chief Customer Success Officer at Genesys and Daniel Coullet , Senior Vice President of Customer Success and Experience at PTC , handled the first year in their role. Understand Current Customer Satisfaction. What is at the top?

Employee Experience 160

Employee Experience Customer Experience Customer Success Conference 160

Experience Investigators by 360Connext

AUGUST 20, 2024

Give employees tools to share feedback about the customer journey. Provide any background you can around the current understanding of your customers. Make sure your definition of Customer Experience (and related terms) is clearly communicated and agreed upon. Develop a “customer room” either in-person or virtually.

How To 282

How To Customer Journeys Customer Centricity Training 282

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 97

Customer Success Management Exercises Social Media 97

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. Let’s take a look at four key actions to take right now that will not only help you prove your worth to your customers but will allow you to see instant results. . Dive into Customer Health.

Customer Success 104

Customer Success Net Promoter Score Effort Score How To 104

ChurnZero

JULY 29, 2022

A customer’s decision to stay with you doesn’t come from a single interaction; instead, it reflects their entire experience across your organization. To tap retention as a growth channel, you need a customer success strategy that elevates your customer success teams and puts customers at the heart of everything you do.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

ChurnZero

FEBRUARY 11, 2022

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization. How to play offense as a customer success leader.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

GetFeedback

JUNE 22, 2019

Remember that your NPS survey represents a valuable customer loyalty metric. Viewing customers through this lens gives customer success teams a better way to build healthy, long-lasting customer relationships. Solid customer data helps your customer success teams predict and prevent churn.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

Report 98

Report Trends Customer Success Self Service 98

Totango

JULY 25, 2019

What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business. Customer Success and Sales: Two Sides of One Lucrative Coin.

Sales 80

Sales Customer Success Customers Customer Centricity 80

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. These broad topics are important in any customer-centric culture, but then you can drill down where you feel each team needs more information. .

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Design and Run All-in-One .

Customer Success 88

Customer Success Customer Journeys Roadmap Sales 88

Gainsight

AUGUST 17, 2020

In the Customer Success world, as one CS exec told me recently, it’s become clear that “this is our moment.” With new business sales slowing and clients needing more help than ever, Customer Success has proven to be existential in 2020. CS 2020 Requires Alignment Across Customer Success, Sales, and Product.

Customer Success 94

Customer Success Company e-support Sales 94

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Customer Success is a rapidly evolving function. Yet, Customer Success is often undervalued and underfunded.

Customer Success 98

Customer Success How To CRM Software 98

ChurnZero

APRIL 21, 2020

Customer Success teams are under enormous pressure right now trying to cope with all the fast changes brought on by the pandemic. And they are also trying their best to serve customers who are experiencing upheaval too. Support for Customer Support. Wait times to speak to customer support are longer than ever.

Customer Success 97

Customer Success Strategy Measurement Customers 97

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 73

Customer Success How To Net Promoter Score Financial 73

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

C3Centricity

AUGUST 6, 2024

Yet, I know that this paradigm shift can present formidable challenges that many organisations struggle to overcome. In 2023 I wrote a popular post covering the ten most common challenges businesses face when starting their journey to customer centricity. times higher customer retention and 1.9

Strategy 156

Strategy Customer Centricity Culture Case Study 156