Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Offer self-service functionalities through community and knowledge centers. Deliver in-app guidance and content aimed at prioritizing user adoption. Customer health.

B2B 91

B2B ML CRM Customer Relationship Management 91

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. More than half raised hands for sales and the CRO, and when asked if they felt the relationship with product teams could be enhanced, even more hands shot up.

Sales 106

Sales Sports AI Touchpoint 106

TeamSupport

JUNE 20, 2023

By implementing effective strategies, businesses and customer support teams can rise above the limitations imposed by the current economic climate and deliver exceptional experiences. This approach ensures consistency, accuracy, and saves precious time, allowing support teams to handle a higher volume of inquiries effectively.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. However, disconnected channels create disconnected communication. You must maintain a consistent experience and service level across all channels – and the only way to achieve this is through omnichannel communication.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. Playbook Vectors by Vecteezy.

Education 72

Education Customer Relationship Sales Customer Service 72

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Upsell/Cross-sell opportunities – When the product the customer is currently using doesn’t do what the customer wants but another product in our line does.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

UJET

AUGUST 5, 2020

This new angle is also becoming increasingly important with the recent rapid shift to teams working remotely. Our South Korea office uses Slack to communicate with the UJETers all over the world, just like I do from Europe. This is why having a champion back where most of your team members are be really beneficial.

Start-ups 133

Start-ups Actionable Insights 133

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. You can unsubscribe anytime.

E-commerce 130

E-commerce Innovation Compliance AI 130

Totango

AUGUST 8, 2021

In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations. Offer Relevant Communications. Build a Customer Community.

NPS 118

NPS Customer Experience 118

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. The first part, great local foods , reflects the company's commitment to sourcing fresh ingredients from the community.

Start-ups 147

Start-ups Customer Service Customer Experience 147

Fonolo

DECEMBER 6, 2022

This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . That style is ideal for experienced agents, but what if you inherit a new team of recruits? Use incentives and gamification .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

SurveySensum

JANUARY 22, 2024

They can be anyone from the clients or customers who want the final product to be perfect, to the team members who do the work, to the investors who want to make a profit. In this blog, we will look at why stakeholder expectations are so important and strategies to balance their expectations. It’s like an art.

Start-ups 52

Start-ups Government Customer Satisfaction Customer Feedback 52

Totango

JANUARY 19, 2022

Communication : CSMs act as liaisons between the customer and others within the organization, therefore, they need to be good communicators who are able to facilitate the flow of accurate information between all key parties. Bonus points if these examples include working with Product, Sales, Marketing or Engineering teams!

Start-ups 102

Start-ups Social Media Engineering Education 102

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)?

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

Totango

NOVEMBER 10, 2021

However, according to Totango’s 2021 Customer Success Salary Report , CS teams are being tasked with owning more revenue-generating activities that make an impact on organizations’ bottom lines, as well as activities that improve product stickiness, which decrease churn and increase renewals. Let’s take a look at four important factors. .

Net Promoter Score 84

Net Promoter Score NPS Sports Actionable Insights 84

Fonolo

MARCH 28, 2023

If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. This could involve working as a customer service representative, a team leader, or a contact center manager. Excellent customer experience is a must and should never be overlooked.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Totango

SEPTEMBER 22, 2020

Offer Relevant Communications. Build a Customer Community. Create a Cross-Functional Customer Journey Team. Offer Relevant Communications. Every communication should be relevant to the customer’s needs and situation to be of value. Create a Cross-Functional Customer Journey Team.

NPS 95

NPS Customer Experience 95

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Construction 105

Construction Education Customer Retention Start-ups 105

Totango

NOVEMBER 10, 2021

However, according to Totango’s 2021 Customer Success Salary Report , CS teams are being tasked with owning more revenue-generating activities that make an impact on organizations’ bottom lines, as well as activities that improve product stickiness, which decrease churn and increase renewals. Expansions & Upsells. How Totango Can Help.

Net Promoter Score 74

Net Promoter Score NPS Sports Actionable Insights 74

Execs In The Know

MARCH 31, 2023

The agent effort score measures the ease with which a customer service team can support their customers. As customer service teams become more siloed than ever before, agent engagement is even more crucial for productivity and staying attuned to customers’ needs. Guest blog post written by Gladly. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

ClearAction

NOVEMBER 11, 2022

Your Marketing team supports customer retention in balance with customer acquisition. Include cross-functional representatives in each workshop. Communicate to customers what you plan to do, and at a promised time, what you have achieved. Your non-customer-facing groups and partners learn how to prevent issue occurrence.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Totango

JUNE 10, 2022

How should a CSM go about making suggestions for process improvements they believe will help make their team and/or organization better? NH : On our team, process improvement often comes from our individual contributors. Then, once we had approval, we worked to communicate and train the rest of the company on this new process.

Start-ups 101

Start-ups Customer Loyalty Customer Satisfaction Sales 101

CX Accelerator

FEBRUARY 12, 2018

Develop a cross-functional project team of key stakeholders to develop this plan. A version of this post originally appeared on M4 Communications blog. Sue writes for CustomerThink and you can also see her insights on her company's blog, M4 Communications. Twitter - @SueDuris

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Totango

OCTOBER 1, 2020

Customer engagement connects your customers with your company, through both personal and digital communications. By maximizing this communication , you can strengthen your customer relationship and increase customer loyalty. Dynamic customer engagement is key to building strong relationships with your customers.

Start-ups 71

Start-ups Customer Loyalty Customer Relationship Sales 71

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. The goal is to connect, communicate clearly, solve the problem, and move on. Talk in private; sometimes communication is all that’s necessary.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Intercom, Inc.

FEBRUARY 25, 2021

CX teams wear a lot of different hats – they have to be problem-solvers, project managers, good listeners, and excellent communicators. Building your multi-faceted, multi-skilled CX team with Annette Franz , on Fireside Chats Without the Fires. A team of many hats. TThere are so many things the CX team has to be.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Intercom, Inc.

MAY 3, 2018

Here are five quick takeaways: Instead of relying on word of mouth to permeate the team, write things down. It’s like rewriting your notes in school: the information sticks, and you can communicate it effectively to others. As you scale there are more people and more processes, so communication becomes really important.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Totango

DECEMBER 3, 2020

As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. . This continues a trend of high reliance on CS teams in the past few years, and with it has come an evolution in the compensation structures for these team members.

Net Promoter Score 64

Net Promoter Score Start-ups NPS Touchpoint 64

Zendesk

JANUARY 18, 2022

Sales and operations planning is the process by which executive teams from across a business convene to ensure all departments are balanced and functioning. We bring up communication and alignment issues quite a bit in our blog; that’s simply because these problems are endemic in the industry. What is S&OP?

Finance 52

Finance Sales Non-Profits CRM 52

Totango

JANUARY 29, 2021

Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey. Successful customers become more likely to make cross-sell and upsell purchases. Initiate handover from sales to customer success team and gather relevant data.

Scorecard 79

Scorecard NPS Gaming Sales 79

Beyond Philosophy

JULY 16, 2015

When you hear a person (read Customer) sigh, what do you think they are communicating? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what nonverbal clues like a sigh communicates—whether you are the one that heard it or the one that is doing it. Frustration?

Net Promoter Score 134

Net Promoter Score CEM Customer Satisfaction Customer Experience 134

Comm100

JUNE 15, 2022

Speak with management and the wider team so action can be taken to improve business operations. In particular, ensure to include customer-facing team leaders who are in the best position to drive change. Provide clear communication to the customers, so they are aware the program will improve their experience going forward.

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

Execs In The Know

MAY 10, 2021

Fun” activities, wellness opportunities, and interest groups: Fun activities could be with their own teams, or cross-functional teams, but the goal is to bring people together in a way that has nothing to do with work. These should be structured, ongoing, and paired with a communication plan.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. It starts inside the business - communicate, communicate, communicate and educate, educate, educate. Read the full answers here below.

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

APRIL 1, 2020

Nowadays, you need to craft all of those insights into a strategy that allows all of the teams within your company to band together and serve the common good. Instead of relying on your sales team or marketing spend to bring in and retain new customers, you can rely on a highly-personalized (and delightful) customer experience to do so.

Net Promoter Score 83

Net Promoter Score Customer Journey Map Social Media Start-ups 83

Execs In The Know

MARCH 24, 2023

Of course, the goal of automation is always to give both customers and agents more time, offering simpler solutions for shoppers and allowing support teams to focus on the most important tasks at hand. Guest blog post written by Gladly. Automation eliminates the need for customers to reach out about redundant issues.

Customer Experience 52

Customer Experience AI Technology Technology 52

Zendesk

MAY 26, 2021

It’s also the processes that support the teams making good customer service happen. A customer support team can fix a technical issue in the short term, but providing good customer service helps build relationships and establish a true partnership in the long term. How has customer service changed? Average resolution time.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105