Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Business Growth Innovation AI 106

The Customer Service Blog

JANUARY 17, 2024

The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. This has been confirmed yet again in a survey by Which? What do the Public Say?

Customer Satisfaction 82

Customer Satisfaction Customer Service 82

NGDATA

MARCH 6, 2024

Customer DNA uses customer data to provide a complete view of customers, enabling enterprises to create personalized experiences that increase brand loyalty and customer value. With predictive capabilities, Customer DNA helps enterprises stay ahead of the competition and deliver exceptional customer experiences.

Customer Experience 52

Customer Experience 52

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Touchpoint 103

Touchpoint AI Gaming Innovation 103

Totango

NOVEMBER 15, 2023

We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. What our customers are saying With a trScore of 8.1

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Business Growth 111

Business Growth Innovation AI Start-ups 111

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Customer Acquisition 91

Customer Acquisition Sales CRM Innovation 91

Totango

OCTOBER 18, 2023

“Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! , customer health).

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

Intercom, Inc.

JANUARY 18, 2023

It can be quite a challenge to find and address the points of friction that are chasing your customers away. But while acquiring new customers is obviously a critical part of having a business, it’s hardly sustainable if they only ever stick around for a few months. “Are you attracting and engaging the right customers?

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Customer Think

DECEMBER 29, 2022

Is an unnecessary service because of a defect good for a customer? Get rid of these to increase value. If you need service recovery it means you are already losing customers for not being effective and for not doing the right things in the first place. The mind set of creating customer value is to have no problems whatsoever.

Manufacturing 121

Manufacturing 121

Customer Think

NOVEMBER 10, 2022

Companies have long realized the value of data. But many businesses may not realize just how valuable their customer data is. This blog post will explore how companies can profit from customer data by unifying and consolidating it for predictive analytics. It’s been said that data is the new oil.

Predictive Analytics 98

Predictive Analytics 98

Intercom, Inc.

AUGUST 3, 2022

They’ve helped us keep everyone on the same page, empowering even the newest hires to get things done, and make faster and smarter decisions to drive the most value for our customers. We started a blog series exploring each of our product principles written by the people that know them the best – our R&D team.

Engineering 118

Engineering Technology Technology 118

Customer Think

NOVEMBER 22, 2022

Selling is about creating value… Well, yeah, … but we have differing views of value, which often focuses on us and not the value customers need… To most sellers, it’s fitting the customer’s budget and winning because we might have a few more features than the alternatives, or are cheaper.

Customer Loyalty 76

Customer Loyalty Sales 76

Intercom

DECEMBER 5, 2023

And can support teams do the same to convey their true value within their companies – and, in particular, convince other teams of the value of AI-powered support tools? For a long time, customer service teams have been trying to convey the incredible value they provide to the rest of the company.

AI 97

AI Customer Service Customer Experience 97

Customer Think

NOVEMBER 8, 2021

In complex B2B buying, it’s popular to talk about being consultative and/or creating value with our customers. We talk about sales people as problem solvers, working with our customers to identify and help solve their problems. The post Do We Really Want Our Sales People To Be Value Creators? Too many [.].

Sales 117

Sales B2B 117

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Customer Relationship 94

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 94

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journey Map 82

Customer Journey Map Sports Innovation Touchpoint 82

Intercom, Inc.

SEPTEMBER 29, 2022

Over the years, they’ve helped us keep teams aligned, create products our customers love, and guide our decisions through every roadmap, every strategy meeting, and every onboarding. Our product principles are deeply embedded in Intercom’s culture.

Engineering 129

Engineering Start-ups 129

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Entertainment 90

Entertainment Engineering Education Customer Satisfaction 90

VOZIQ

NOVEMBER 20, 2023

Through our best-of-customer intelligence series, we unravel the wisdom distilled from the best minds on the internet, offering a roadmap for subscription businesses to become the trailblazers of change and innovation. Read this blog to explore three important predictions for 2024 for customer-facing leaders.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Customer Think

JANUARY 28, 2022

A question came up, “Dave you talk about how we differentiate ourselves through creating value with the customer, helping them make sense of what they are trying to achieve, helping [.]. first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Related Posts: How Does Your Customer Make Money?

Sales 115

Sales 115

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. However, as the focus on retention and expansion to drive growth has become more pertinent, the role of CS has also sharpened to focusing more on driving and ensuring customer value.

Sales 71

Sales 71

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Outlook 113

Outlook Innovation Omnichannel Education 113

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 91

B2B ML CRM Customer Relationship Management 91

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Scorecard NPS Customer Acquisition 89

CSAT.AI

JULY 13, 2022

Here are some aspirational customer experience quotes from the pros on practices to aim your business for the stars. If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog .

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them. We hope you will find this useful!

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Intercom, Inc.

JUNE 14, 2022

Customer cohort analysis is the act of segmenting customers into groups based on their shared characteristics, and then analyzing those groups to gather targeted insights on their behaviors and actions. What is a customer cohort? Why perform a customer cohort analysis?

Customer Loyalty 118

Customer Loyalty Sales 118

Zendesk

AUGUST 9, 2023

Businesses increasingly understand and embrace the value in providing well-being benefits to their employees. Subscribe to Conversations with Zendesk Stay up to date on the latest episodes on your favorite podcast platform such as Spotify , Apple , YouTube , and Stitcher , or return to the Zendesk blog for new episodes every two weeks.

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. Totango’s integration process is simple and secure.

Touchpoint 102

Touchpoint Customer Relationship Technology Technology 102

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

The Customer Service Blog

APRIL 2, 2024

By 2004 the Body Shop had 1,980 stores, serving more than 77 million customers worldwide. Many readers of my blog will be aware that recently the Body Shop has run into serious financial difficulties and has ceased all its operations in the USA. Darren Bugg Editor, The Customer Service Blog.

Social Media 52

Social Media Retail Innovation Start-ups 52

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. If your answer to that question was anything other than “to create a customer,” you may want to read on.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core . Driving Expansion .

Scorecard 111

Scorecard Start-ups Customer Experience 111