delighted

JANUARY 7, 2021

Defining customer needs, problems, and interactions with your company may seem overwhelming and at times, unnecessary. However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. . What is a customer journey map?

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! It holds significant importance for any business.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Experience Investigators by 360Connext

DECEMBER 15, 2023

An organization’s leadership must believe in the value of customer experience. Their support will ensure CX initiatives receive the cross-company support and resources they deserve (and need to thrive). Share customer journey maps and insights. As you are building customer journey maps, share what you find.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

MARCH 8, 2021

The CX Success Statement is really helpful here.). If you have a customer journey map, or you’re working on one, this is also a great thing to introduce here! How We Lead on Behalf of our Customers. How are customers included in decision making? This is where customization can be important.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Experience Investigators by 360Connext

JULY 6, 2021

Include any leader who will have direct accountability over the most likely actions required to improve the customer journey. This typically includes leaders from marketing, product development, customer success and customer service. Invite team members from other areas that are close to the customer experience.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

eglobalis

SEPTEMBER 16, 2024

Understand Your Customer Journey and Customers The first step in any B2B CX strategy is to map out the customer journey. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 297

B2B Strategy Customer Experience Customer Journeys 297

Experience Investigators by 360Connext

JANUARY 18, 2022

Every employee, regardless of their role, should feel empowered to focus on the customer experience. Give employees tools to share feedback about the customer journey. Provide any background you can around current understanding of your customers. . Empathy – how we show up for each other and our customers.

How To 378

How To Customer Journeys Culture Training 378

Seaton CX

DECEMBER 8, 2023

Customer Journey Mapping is a critical tool for managing, measuring, and improving customer experiences. A successful customer journey map creates empathy for customers and sparks customer-centric change.

Customer Journeys 59

Customer Journeys Return on Investment Customers Contact Center 59

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 106

Customer Journeys Customer Success Net Promoter Score B2C 106

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. Check out these resources: [Article] Create Your CX Charter with These 6 Questions. Try a CX Charter.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journeys 96

Customer Journeys Self Service Touchpoint Customers 96

eglobalis

DECEMBER 17, 2024

AI-Powered Personalization: Redefining Customer Journeys AI is revolutionizing customer interactions through personalization at scale. By analysing massive datasets, AI can predict individual customer needs, delivering experiences that feel tailor-made in real-time.

Net Promoter Score 276

Net Promoter Score Effort Score B2B NPS 276

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Course 98

Course Customer Journeys Customer Success Consulting 98

Experience Investigators by 360Connext

AUGUST 20, 2024

Every employee, regardless of their role, should feel empowered to shape the customer experience. Give employees tools to share feedback about the customer journey. Provide any background you can around the current understanding of your customers. Customer experience is a mindset, strategy, and business discipline.

How To 282

How To Customer Journeys Customer Centricity Training 282

Seaton CX

MAY 16, 2024

Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Data is the lifeblood of a digital customer success program. The customer journey is not linear.

Customer Journeys 97

Customer Journeys How To Resources Customer Success 97

Retently

MARCH 16, 2022

But there’s still one area that’s neglected all too often – Customer Success. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success? The Customer Success Manager (CSM) is thus not a passive role.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. If you’ve already devoured that and are ready for more, read on!

Customer Journeys 94

Customer Journeys System Customer Success NPS 94

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 100

Innovation Customer Success Customer Journeys How To 100

Gainsight

SEPTEMBER 5, 2022

Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. Organizations felt their way toward a better understanding of their value, learning how to improve implementations and developing new solutions to serve customers as their businesses advanced.

Customer Journeys 98

Customer Journeys Self Service e-support Touchpoint 98

ECXO

DECEMBER 25, 2024

It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied. But in reality, successful companies understand that: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. As you are building customer journey maps, share what you find. Explain how to review the map and what might be most interesting or surprising for employees to learn.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. There are three foundational areas of CS where I see teams miss the mark: customer segmentation, journey mapping, and team structure design. Journey mapping doesn’t have to be complicated.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Webinar: The Customer Success Maturity Model.

Customer Journeys 104

Customer Journeys eBook Customer Centricity NPS 104

Experience Investigators by 360Connext

DECEMBER 10, 2024

Lets examine the foundation you need to prove the ROI of your CX investments and unlock a flywheel of innovation, helping you more quickly align your organization, identify areas for improvement, and gradually expand your resources to accomplish more than ever. Follow their journey and assess how to improve each touchpoint.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. Need help getting started?

Customer Success 103

Customer Success Tips Self Service Customer Journeys 103

ChurnZero

DECEMBER 6, 2024

Far too many customer success organizations know they need to start implementing digital customer success, but just dont know where or how to start. Its a new endeavor, and there arent currently many resources that explain how to begin implementing effective digital CS programs. And thats understandable.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 119

Customer Success Guidelines Social Media Tips 119

Kayako

AUGUST 10, 2018

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it. A great customer experience comes with great responsibility.

Customer Success 130

Customer Success Customers Connections Engagement 130

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. As you grow and as your customers mature, so too should your segmentation. Turn on video when running a customer call! Involve Product.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. Otherwise, your information silos stay intact and your customer journey remains fragmented.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JULY 22, 2024

Enhancing First Impressions The initial interaction with a product is critical in setting the tone for the entire customer journey. Role-Specific Training: Segmenting users based on their roles and offering tailored resources. Exclusive Access: Providing loyal customers with access to new features or beta programs.

B2B 207

B2B Customer Experience Self Service e-support 207

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98