ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

NPS 74

NPS Finance Technology Technology 74

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Meet Our Panel of Contact Center Experts: . Alex Tebbs.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom, Inc.

OCTOBER 3, 2019

Your customers should know your employees by name. Val has experience in a number of different sectors, having started out as a stage manager for operas before moving onto life as a virtual assistant and eventually setting up her own consultancy firm, Fix My Churn. It’s a must-listen for anyone looking to gain some insights in this area.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Kerry Bodine

JUNE 23, 2015

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. In this three-part blog series, I’m answering all of the great audience questions from the webinar. methodologies. Who should be involved in customer journey mapping workshops?

Customer Journey Map 69

Customer Journey Map Legal Finance Start-ups 69

ClientSuccess

OCTOBER 19, 2017

Jessica absolutely loves her customer success team. Let’s move forward with this week’s blog post! CSM from the Trenches – SoapBox Customer Success Team Shout-Out. To: Her Customer Success Team. What Makes the SoapBox Customer Success Team So Special? Company: SoapBox. Location: Toronto, Ontario.

Innovation 41

Innovation Voice of the Customer 41

Qualtrics

JULY 9, 2019

Thank you CMS for the push we all needed to refocus on the people we serve and provide a mechanism to elevate their voices to the table. Thank you CMS for the push we all needed to refocus on the people we serve and provide a mechanism to elevate their voices to the table. Active Interactive Voice Response (IVR). Telephone only.

Healthcare 33

Healthcare Hospitality Hospitality Social Media 33

ClientSuccess

SEPTEMBER 15, 2018

While it’s clear why Customer Success should be involved in executive initiatives and C-Suite planning, the reasoning behind including other departments in customer success strategy planning may take a little explanation. Three Reasons Why Marketing Needs a Seat at Your Customer Success Strategy Meetings.

Sales 40

Sales Start-ups 40

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? IS NPS A DRIVER OF REVENUE?

NPS 40

NPS Net Promoter Score CX Close the Loop 40

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Natalie Williams ; Director, Customer Success. It’s the nature of a customer to question what they can or can’t do. How has it helped you?

Technology 44

Technology Technology Engineering Start-ups 44

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Tyler Richards, Head of Mid-Market Customer Success. CSMs can, and should, be that voice of reason. Company : Lucid Software. Question 2.

Sales 40

Sales Start-ups Touchpoint 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. Here are a few takeaways from the discussion… What are the shifts we’re seeing right now to customer experience - specifically digital? So much of it comes down to following the path of the customer. Are they ready?

Healthcare 26

Healthcare CX Innovation Start-ups 26

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why? "I blog linkedin twitter Why?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. One of those questions asks, “ What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization?

Engineering 40

Engineering NPS Start-ups Sales 40

Confirmit

MAY 29, 2018

The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Following the Net Promoter Score methodology, the scale used for this question is an 11-point scale, ranging from 0-10. Why is NPS® Important? How Does Net Promoter Score (NPS®) Work?

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. The ROI customer experience.

CEM 122

CEM Customer Experience VOC Scorecard 122