NICE inContact

SEPTEMBER 25, 2019

We also found that companies using cloud contact center technology report 36% higher likelihood to recommend their business from customers based on service experience. If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud. That’s winning in the CX economy!

Contact Center 136

Contact Center Call Center eBook Omni-Channel 136

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

Comm100

APRIL 12, 2018

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times.

NPS 170

NPS Measurement Effort Score Customer Experience 170

Comm100

NOVEMBER 25, 2020

How you add live chat to your website will differ slightly depending on the content management system or website builder you use. Auto allocation defines how chat volume is managed. You can also set up departments to make sure chats get routed to the correct teams and specific agents based on set rules and conditions.

How To 130

How To eBook Software Knowledge Base 130

ClientSuccess

AUGUST 31, 2020

Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . Are you thinking about a new customer success platform? Toolkit: Customer Success Leaders Toolkit. Webinar: Customer Success SaaS Metrics. .

Customer Success 105

Customer Success How To eBook Leadership 105

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. Customer experience programs are far more than surveys. Surveys will always play a part in customer experience. Technical advances will finally allow CX managers to contribute meaningfully to relationships in real-time. Boss Level Feedback Management.

Survey 98

Survey Return on Investment eBook System 98

Optimove

FEBRUARY 12, 2025

By rewarding customers for referring friends, brands can not only expand their customer base but also nurture ongoing relationships with those who made a purchase in the past and turn them into repeat buyers. To manage all 12 strategies, it is critical that brands have excellent customer journey orchestration.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Team Support

NOVEMBER 30, 2023

Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. These can include ticketing, live chat, social media, email, and other means.

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

Clarabridge

OCTOBER 25, 2016

Instead of relying on them to be your only source of customer experience data, make them part of a broader customer experience program. you already have to identify your customer base. Manager of Content Marketing at Clarabridge. Use the structured data (names, addresses, birthdates, etc.) Lisa holds a B.A.

Omni-Channel 85

Omni-Channel Survey Abandon Rate CEM 85

PeopleMetrics

APRIL 12, 2017

Online surveys can capture feedback from customers in real-time and tie it to a specific event. Companies can act on that feedback to forge stronger connections with their customers—based upon individual customer reactions to elements of the customer experience. customer satisfaction) lead to more referrals?

Metrics 87

Metrics Customer Experience Banking eBook 87

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. They often provide unifying leadership to different areas of your business that are involved in customer contact. Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Comm100

JANUARY 25, 2018

But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. Management Performance. How satisfied are you with your interactions with our management? How satisfied are you that our management is customer-focused?

Customer Satisfaction 116

Customer Satisfaction B2B Survey How To 116

BirdEye

AUGUST 21, 2020

Review your customer lists and identify those who have: Been loyal for the longest period of time Generate higher than average revenue Early adopters of any new products or services you offer Purchase more frequently than average. Check out the BirdEye referral marketing eBook.

eBook 85

eBook e-support Tips Advertising 85

ClientSuccess

MARCH 8, 2023

A little bit of gratitude can go a long way in building a loyal customer base. In conclusion, writing an effective customer success follow-up email is about personalization, clarity, value, and gratitude.

Customer Success 79

Customer Success Tips eBook Roadmap 79

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different. Let’s talk about Account Managers first.

Customer Success 47

Customer Success Management eBook Guidelines 47

ClientSuccess

DECEMBER 5, 2022

Aim for a group of 10-12 customers that represent a variety of characteristics, including big names and lesser known influencers who are passionate about your product. Find customer champions. This means adding enterprise customers will give you a complete perspective of the customer base. Invite from the top.

Tips 87

Tips Customer Success eBook Social Media 87

Comm100

JANUARY 25, 2018

It might be that a discount off a future stay, or a free drink at your hotel bar, is a great way not only to ensure you get the feedback you need but also keep your customer base feeling like they consistently get good value from you. Consider Your Customer. Sincerely, [Manager Name]. Thank you once again. HOTEL NAME].

Tourism 120

Tourism Hotels Customer Satisfaction Survey 120

ChurnZero

JANUARY 10, 2022

Since successful onboarding really depends on providing the most value for your customers’ specific needs, it makes sense to train them on your products based on those needs. Segment your customers based on these needs, or based on other attributes that you think will be most helpful to drive a successful onboarding experience.

Metrics 98

Metrics Customer Success eBook Training 98

TechSee

FEBRUARY 21, 2022

Practically every business process can be impacted by artificial intelligence, especially repetitive, high-volume, or mainly rule-based processes. Enhance Customer Service. With companies increasingly competing to win customers based on their experiences, it’s no surprise that 59% of executives in the U.S.

Innovation 109

Innovation Company Self Service Insurance 109

ClientSuccess

JANUARY 30, 2023

Annual Contract Value (ACV) Target Per CSM Product Complexity (Simple to Complex) The volume of Customers Per CSM Annual Contract Value (ACV) Target Per CSM Annual Contract Value (ACV) is the sum of all customer revenue throughout their contract period. But a good rule of thumb is to not assign over 50 accounts.

Customer Success 70

Customer Success eBook Customer relationships ROI 70

Playvox

APRIL 21, 2023

Providing different channels as contact methods without monitoring for performance or quality means the customer experience could suffer in those channels without you even realizing it. Capacity planning, forecasting, and scheduling were all based on averages and educated guesses.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. So if you’re looking for answers on how best to manage customer renewals, then read on!

Customer Success 71

Customer Success eBook Sales Resources 71

Interactions

JULY 22, 2022

Between moving agents to work from home environments, to unpredictable volumes, to navigating a more digital customer base, companies felt the pressure. Businesses spend less money on better customer service. . Managing the business day-to-day takes priority over long-term investments. Plan for the long term.

Contact Center 62

Contact Center Self Service eBook Customer Journeys 62

ChurnZero

OCTOBER 26, 2021

And lastly, monetary value takes into account the total spending the customer has done with your company over a given period of time. Value-Based Segmentation. This Customer Success segmentation model groups customers based on their economic value to your business.

Customer Success 96

Customer Success Groups eBook Customers 96

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. The gamification software Kahoot!,

Contact Center 88

Contact Center Gamification Measurement Training 88

ChurnZero

AUGUST 28, 2020

To hear exactly what the experts had to say on how to crush onboarding, download the full eBook. Consider an “agile” implementation process so customers see fast initial results which motivate them to deploy more capabilities. . Salespeople and CSMs must become much more familiar with change management.

Customer Journeys 59

Customer Journeys eBook Customer Success Metrics 59

Centercode

APRIL 9, 2019

Then there’s the ways test managers run beta projects. Different teams perform beta testing in different ways and at different stages: in live environments and labs; with or without actual customers; over weeks or over days; using a feature-complete product or a prototype. Get The Customer Validation in 20 Minutes Ebook.

Technology 68

Technology eBook Return on Investment Feedback 68

TeamSupport

AUGUST 24, 2018

If the number of tickets you are receiving is consistently dwindling, it’s time to boost retention efforts because you likely have a large amount of silent dissatisfaction among your customer base. 2) First contact resolution rate – One major cause of unhappy customers is when they don’t feel like their voice matters to your company.

Customer Service 71

Customer Service Self Service Poor Customer Service eBook 71

ChurnZero

JANUARY 8, 2021

So, here’s our watchlist of Customer Success leaders to follow in 2021 – a year that’s bound to be marked by its own unique struggles and successes, as well as the cementing of Customer Success in the C-suite. . Staci Satterwhite, Chief Customer Officer, Khoros. Follow Mahesh on LinkedIn. .

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ClientSuccess

NOVEMBER 18, 2020

One additional side effect of the last year has also been a huge shift in the way organizations manage their staff. CSMs must be ready and able to put their best foot forward with customers, which means they need to be authentic, genuine, and curious. eBook: Customer Success as a Culture: Leaders Edition.

Leadership 59

Leadership eBook Customer Relationship Management Customer relationships 59

Kustomer

JUNE 7, 2023

CX involves both direct interactions initiated by the customer, and also indirect interactions the customer has with the organization: for example, when a customer sees a wealth management company’s advertisement on a billboard or follows a bank on social media. Why Is a CX Playbook Important for Financial Services?

Financial 94

Financial CRM Banking Effort Score 94

Comm100

JUNE 13, 2018

This helps increase buyer confidence, and push customers through checkout faster. Digital payment methods also help retailers address a more global, increasingly mobile customer base during the shopping season. E-commerce businesses can also encourage customers to assist one another by leaving reviews and feedback.

Tips 168

Tips Self Service e-support Social Media 168

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

MAY 10, 2022

Here’s a good starter formula to begin with: . (( total customer revenue per year + total value of non-revenue generating activities) x target lifespan of customer relationship) – operating costs of acquiring and managing the account = Customer Lifetime Value. eBook: Ultimate Guide to Customer Success Metrics.

How To 59

How To eBook Case Study Metrics 59

Gainsight

DECEMBER 4, 2023

Learn more in our ebook Creating a Company-Wide Culture of Customer Centricity. Attracting new customers is approximately five times more expensive than growing revenue from existing customers. Improve Customer Visibility When Customer Success began, many of the strategies were reactionary.

eBook 52

eBook Roadmap Metrics Healthcare 52

Solvvy

JUNE 17, 2021

Solvvy Workflows and persona-based routing bridges the gap and allows for customizable, personalized solutions to be delivered to users based on their defined group. . Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world.

Self Service 71

Self Service Customer Experience Chatbots How To 71

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81