Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries.

Customer Success 79

Customer Success Meeting Lifetime Customer Consulting 79

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Totango

JULY 30, 2019

To put it another way, customer success is focused on the overall customer journey and the search for lifetime customer value , while customer experience is focused on all the interactions a client has with your company. . To do that, consider using customer success software. The Digitization of Business.

Customer Success 78

Customer Success Customer Experience Lifetime Customer Effort Score 78

Totango

FEBRUARY 28, 2019

Adoption is about more than just usage; it’s about helping your customer get the most out of your services. It follows then, that your adoption metrics should reflect this deeper goal and generate insight into customer engagement. Is the Customer Enjoying a Positive and Trusted Relationship with Your Company?

Metrics 83

Metrics Customer Success ROI Measurement 83

BlueOcean

MAY 16, 2017

These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value. We understand there is a business model for low value transactional work. And there are outsourced models that support that kind of requirement.

Contact Center 136

Contact Center Call Center Government Culture 136

Bold360

MARCH 26, 2020

Effective response in a crisis requires that companies deploy operational agility in delivering customer engagement and support. Put simply, you’ll need the capacity to adjust your customer experience strategy and planning in order to dynamically address evolving customer and employee needs.

Employee Engagement 66

Employee Engagement Chatbots Self Service Engagement 66

Totango

MARCH 21, 2019

The Top Customer Success Team Goals. Every phase of the customer journey can potentially generate results. With an emphasis on nurturing lifetime customer value , those results are measured in terms of usage rates, customer engagement , customer satisfaction, and customer trust.

Customer Success 89

Customer Success ROI Lifetime Customer Customers 89

Totango

APRIL 23, 2019

As such, being able to accurately calculate your renewal rate gives you insight into your customer success team’s performance. Customer expectations are higher than ever, and if you can’t deliver lifetime customer value, then a relationship you’ve worked hard to build may just end in churn. Prioritize At-Risk Renewals.

How To 73

How To Effort Score Lifetime Customer Customer Success 73

Totango

FEBRUARY 7, 2019

With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership. It’s a customer-centered approach that reflects the broader economy we currently operate under, one where the customer expects individualized treatment.

Customer Retention 82

Customer Retention Lifetime Customer Customers Engagement 82

Totango

FEBRUARY 26, 2019

This could be accomplished by sending out a satisfaction survey or using software to remind your team to reach out to customers on a regular basis. The right customer engagement platform can make checking in with customers easier and more effective than trying to manage this ongoing process manually or with inadequate software.

Strategy 78

Strategy Software Lifetime Customer Social Media 78

Totango

AUGUST 8, 2019

For example, monitoring metrics known to have a direct impact on customer business success—think license utilization, feature adoption, and more—helps you implement proactive customer engagements. Closely monitoring customers lets you better act on their behalf and achieve lifetime customer value.

Customer Centricity 91

Customer Centricity Customer relationships Lifetime Customer Metrics 91

Bold360

APRIL 13, 2020

NLP in conversational chatbots can boost CX by enabling smart, personalized and data-enabled interactions that address customer needs, personalize responses, and facilitate transactions. Always-on customer engagement that builds CX and lifetime customer value (and a better EX too). The result?

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69

LiveChat

DECEMBER 9, 2016

So, what do you do to keep your customers engaged over the years ? Customer engagement strategies. Customer engagement is the process of actively nurturing and managing relationships with customers. Numbers lower than 9 indicate that you need to work on their satisfaction and engagement.

Customer Engagement 28

Customer Engagement Engagement Strategy Social Media 28

Bold360

MARCH 29, 2021

COVID-19 has utterly disrupted how customers and companies interact. We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in Customer Engagement .

Self Service 52

Self Service Call Center Chatbots Customer Relationship Management 52

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries.

Customer Success 48

Customer Success Meeting Lifetime Customer Consulting 48

Bold360

APRIL 18, 2018

Automated routing and chatbots can help with first-response resolution, strengthen customer relationships and reduce long-term costs at the most critical point of engagement. Consistent & Scalable Support Creates Lifetime Customers.

Omni-Channel 51

Omni-Channel Strategy Customer Experience Chatbots 51

Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. Providing great CX increases customer loyalty and lifetime customer value, which directly impacts the bottom line.

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

Wootric

AUGUST 21, 2018

To put it simply, artificial intelligence is machine learning that uses data to improve operational efficiency and customer engagement. These smart assistants simulate intelligent conversation via messaging apps and can perform a multitude of tasks to heighten the customer experience. Undoubtedly it’s chatbots.

Technology 58

Technology Customer Experience Chatbots Retail 58

Verint

DECEMBER 19, 2017

If it isn’t already, community should be a critical part of your digital strategy for customer service and for digital marketing. I can potentially turn a one-time customer into a lifetime customer by helping them feel empowered, cared for and valued.

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

CustomerSuccessBox

OCTOBER 21, 2021

Like sending a playbook to a specific module/use case that the customer wanted to use but couldn’t. Account 360 view : Some CSMs like Customer Success Box provide you all the data in one place. Integrated with your CRM, Helpdesks, Billing System, and customer engagement system.

Customer Success 52

Customer Success Effort Score B2B Customers 52

Beyond Philosophy

DECEMBER 23, 2015

Further, the CCO’s operating parameters will include the complete span of a customer’s life.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

CSM Magazine

AUGUST 10, 2017

Simon is transforming our EMEA business from a customer insight business primarily targeting market research professionals to a SAAS technology business offering CMO’s a customer relationship intelligence platform designed to drive customer engagement & build deeper relationships thereby increasing lifetime customer value.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Kustomer

JANUARY 14, 2021

Tips for Relating With The Customer. Having years of experience and quite a diverse background in customer engagement, Ed Porter has developed a deep understanding of his customers. Learn how Ed has adapted to new consumer needs by listening to the podcast below. So with that, Ed, thanks for joining. How are you, man?

Omni-Channel 57

Omni-Channel How To Multi-Channel Contact Center 57

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

LiveChat

JUNE 8, 2015

So, what do you do to keep your customers engaged over the years ? Truly know your customers and tailor communication. “If If customers are the lifeblood of a business, then the database is its heart. It pays off much more than gaining a new customer. Falling in love is the easiest part of any relationship.

How To 28

How To Social Media Video Entertainment 28

SmartKarrot

AUGUST 17, 2020

The benefits of this model extend to both the customer and the business. Customer benefits. It is a big decision to purchase a product for a lifetime. Customer won’t truly know how useful the product is until they start using it. consequently, leads to more renewals and a lower customer churn rate.

Customer Retention 19

Customer Retention Software Ecommerce Lifetime Customer 19

Michelli Experience

MARCH 7, 2017

I’ve come to believe that in order to be truly successful deploying a customer-experience strategy, you fundamentally have to believe: In general, customers are honest and fair. Lifetime customer value is more important than any single transaction. Lifetime customer value is more important than any single transaction.

Lifetime Customer 214

Lifetime Customer Social Media Video Travel 214

SmartKarrot

JUNE 10, 2020

Your team should be on high touch within the first three months because your customer’s experience in these formative stages must go well, so you should be attentive and proactive. . More importantly, the customer should be the Centre of focus, and your actions are dependent on understanding the customer.

Customer Success 10

Customer Success Customer Journeys Lifetime Customer Metrics 10

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Donna Weber.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Avaya

JUNE 18, 2018

Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Your entire organization needs to perform at the highest levels to support this end-to-end brand journey.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40