West Monroe

SEPTEMBER 21, 2022

As West Monroe prepares to attend the upcoming TSIA World Envision Conference in Las Vegas this October, we reflected on the key takeaways we learned in May, and how it has enhanced our conversations with clients around optimizing their strategies for success. If you’re planning to be there, please reach out to us!

Conference 52

Conference Trends Interaction Software 52

Optimove

JANUARY 11, 2024

As one of the foremost authorities on customer relationship marketing, as well as a Senior Fellow at the Wharton School and Chief Strategist at Google, Hoyne will share valuable insights and practical tips with top marketers during the conference on March 20-21 at the Pullman London St. Pancras in London.

Conference 52

Conference Analytics Connections Tips 52

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

InMoment XI

JANUARY 12, 2024

By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Gainsight

JUNE 3, 2019

We created the Pulse Customer Success Community in May of 2013 with our first Pulse conference. Pulse grew up not as a “user conference” or a “product event” but as some mix of reunion / revival / therapy session for all of the people in customer success who could, once a year, finally have someone to sit with.

Conference 45

Conference Customer Success Connections Customer Base 45

ChurnZero

NOVEMBER 26, 2024

Provide valuable customer insights to inform product development, marketing campaigns, and sales strategies. Foster a culture of customer-centricity throughout the organization. Represent the company at industry events and conferences. Experience working with a specific customer base or similar stakeholders within a business.

Customer Success 52

Customer Success How To Insurance Culture 52

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. Understanding Quick ROI.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

ShepHyken

MARCH 12, 2021

With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage. Even though you may want to increase your customer base during the revival phase, retaining the loyal ones is vital to sustenance. Consumer interactions have changed as well.

Strategy 152

Strategy Self Service Customer Journeys B2B 152

Call Experts

JANUARY 8, 2020

Here are some of our tips and tricks to provide a quality experience to your customer base: . Spending around 600 billion a year in the US, millennials have redefined how businesses interact with and retain customers. Also, incorrect information can easily get spread throughout your entire customer base. .

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Totango

MAY 17, 2024

A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. Others think we are already in the midst of transformation. The reality is that most of us sit in the middle.

Innovation 101

Innovation Call Recording Conference Tools 101

Totango

JULY 23, 2021

Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used.

Customer Success 127

Customer Success Chief Customer Officer How To Sports 127

Call Experts

FEBRUARY 19, 2020

Your customer service and experience should be a market differentiator for your products and solutions. When you have a higher number of satisfied customers in the market with an efficient protocol, it becomes easier to build credibility, customer base, and revenue. The Value of an Optimized Customer Experience.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Call Experts

JANUARY 29, 2020

Partner with an experienced contact center to track and optimize your customer journey. Analyze your customer journey. In the modern professional landscape, how you support your new and existing customer base sets you apart from your competition. Summer Conferences for Medical Professionals and Equipment Providers.

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

BirdEye

JULY 15, 2024

Birdeye View , a virtual conference scheduled for September 10th and 11th, 2024, addresses these critical areas by equipping local businesses with the knowledge and tools to harness the power of Artificial Intelligence (AI) and dominate their respective markets.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

Call Experts

MARCH 5, 2020

When you are ready to serve your customers on-demand, regardless of time, they will trust you more. Also, a satisfied customer base always recommends and refers your business to their friends, families, and coworkers. . . Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences.

Contact Center 80

Contact Center Call Center Customer Journeys Conference 80

Customer Bliss

MARCH 28, 2018

Having the whole company and different departments understand how customers measure value is important. When I was first starting out, there weren’t as many books and conferences, but now we have more resources that I wish I had access to this earlier. We have a community now that we didn’t have before, which is great.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Merkle

NOVEMBER 6, 2018

It was in this spirit of sharing that we headed to London to present at the Enterprise Applications of the R Language Conference. EARL is a cross-sector conference focusing on the commercial use of the R programming language. The challenge we faced was to summarise everything, concisely.

Data 61

Data Conference Analysis Analytics 61

Call Experts

JULY 17, 2019

Customer experience must always be a focus for your company. Every business needs a loyal customer base for uninterrupted growth. When customers are confused or underserved, it causes an immediate loss of revenue. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences.

Customer Experience 66

Customer Experience Call Center Contact Center Conference 66

Gainsight

AUGUST 18, 2022

We took some time at Pulse , our annual user conference in San Fransisco (if you somehow haven’t heard of it), to recognize seven companies and over a dozen individuals. The winners represent some of the biggest names in the SaaS industry, and we salute their ability to change the game of customer success and experience over the past year.

Effort Score 23

Effort Score Customer Success Software Healthcare 23

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. Unit economics can become your most powerful weapon to rapidly scale your customer base. The most important feature that you’ll build is the one that signs up the next customer.” saastrannual.

Customer Success 95

Customer Success Conference B2B Sales 95

Daniel Group

NOVEMBER 9, 2024

Join Us at the CX Conference 2025! Registration is open for our Customer Experience Conference in 2025! It’s an opportunity to connect with other professionals, share insights, and learn from industry leaders about the latest in CX trends and retention strategies.

Customer Retention 52

Customer Retention Strategy Marketing Conference 52

Gainsight

NOVEMBER 14, 2024

He was able to expand and connect the Odido customer base by ensuring a smooth journey and offering self-service tools. Their technology transforms how their customers do business, turning uncertainty into opportunity. Empowering customers and reducing cost to serve through self-service education strategies. The answer?

Self Service 52

Self Service Effort Score Hospitality Innovation 52

ChurnZero

MAY 20, 2022

If one of the CSMs had the banking sector as their typical customer, it would not be a tough stretch for that CSM to refine their knowledge and skills to have general conversations about finance and banking applications. It’s not like I read all the articles but I’m aware of what’s happening.

Customer Success 98

Customer Success How To Banking Leadership 98

Retently

JANUARY 25, 2023

Announced during the Annual Worldwide Developers Conference in June 2020 but rolled out starting with iOS 14.5 Used timely, these can increase repeat purchases and boost retention by providing a reason for ecommerce customers to stick around. Hence, one of the key benefits of such a program is that it helps build a loyal customer base.

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

ChurnZero

JANUARY 24, 2022

To bolster your customer-centric service , make sure all new hires understand the importance of your customers and encourage direct interaction with customers throughout an employee’s tenure. For new hires, employees should have a clear understanding that the customer is king, whether the role is client-facing or not.

Customer Centricity 98

Customer Centricity Strategy How To Customers 98

Totango

JANUARY 29, 2021

A customer success playbook is a game plan which lays out the specific procedures you will use to help an individual customer or group of customers achieve their goals. Why Do You Need Playbooks for Customer Success? With an improved customer experience, churn rates decrease, increasing retention.

Customer Success 85

Customer Success Customer Journeys Guidelines Customers 85

Totango

MARCH 5, 2021

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. The Benefits of Improving Your Customer Retention Rate. Why is it important to improve your customer retention rate?

Customer Retention 92

Customer Retention How To Net Promoter Score Effort Score 92

Alida

NOVEMBER 8, 2017

I was determined to change the vendor-customer relationship one company at a time—although it was quite the lofty goal. I’m incredibly grateful for the relationships I’ve built during my career with my customers based on the same ideals I witnessed in that workshop almost 20 years ago. have had the most impact on your career?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Call Experts

OCTOBER 23, 2019

Upkeep and optimization of your knowledge base are also crucial concerning customer lifecycle management. Empower your team and customer base! Customer service teams must be developed to offer scalable personalized support. Summer Conferences for Medical Professionals and Equipment Providers.

Self Service 53

Self Service Customer Service Customer Journeys How To 53

Team Support

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. 1 So, for to continue to flow, customers must continue to use your products. What did they mean

Effort Score 98

Effort Score B2B Customer Success Metrics 98

Kayako

FEBRUARY 13, 2019

Helping to develop a (small) team focused on increasing the engagement, NPS and health of your current customer base can be a huge win, and the best part is the systems are currently in place for new customers! I would argue few organizations have done this well.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Amity

OCTOBER 3, 2017

CUSTOMER FORUM. Leverage your power users by introducing a customer forum. This is a great choice for companies with an established customer base. Experienced users will help new customers get going and successfully using your solution with a little moderation from your team. IN-APP MESSAGING. SOCIAL MEDIA.

Customer Success 63

Customer Success Case Study Social Media Conference 63

Optimove

JUNE 22, 2023

Picture this; you’re walking through an unfamiliar part of town, heading for a conference you’re speaking at in a neighborhood in which you’ve never set foot. Personalized promotions: Beacons are perfect for delivering targeted offers and promotions to customers based on their location, purchase history and preferences.

Customer Engagement 98

Customer Engagement Technology Engagement Loyalty Programs 98

Amity

OCTOBER 3, 2017

CUSTOMER FORUM. Leverage your power users by introducing a customer forum. This is a great choice for companies with an established customer base. Experienced users will help new customers get going and successfully using your solution with a little moderation from your team. IN-APP MESSAGING. SOCIAL MEDIA.

Customer Success 61

Customer Success Case Study Social Media Conference 61

Bizagi

OCTOBER 24, 2018

The Catalyst 18 conference brought together Bizagi customers and partners from across the globe to sunny Miami for a two day event of networking, learning and collaborating on strategies for accelerating digital transformation. Don’t be a dinosaur: anticipate what your customers want and use technology to deliver it.

Hotels 81

Hotels Insurance Video Conference 81

Beyond Philosophy

AUGUST 29, 2024

They solidified their brand meaning and aligned it with specific values, ostensibly to connect with a large part of their existing customer base. The Kaepernick Nike story shows that there are times when the customers aren’t a good fit for your brand. In those cases, you might need to fire them. Or never get started.

Hotels 78

Hotels Conference Telecommunications Customer Centricity 78

Call Experts

FEBRUARY 26, 2020

Customers are looking for services with out-of-the-box functionality. Also, these customer support services must enable scaling and allow for customization based on unique business needs. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Technique Key to Success.

Contact Center 59

Contact Center Call Center Customer Journeys Conference 59