Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Finance 91

Finance Customer Retention Sales Technology 91

TeamSupport

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers.

Net Promoter Score 52

Net Promoter Score Customer-Centric Organization Customer Satisfaction Omnichannel 52

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Artificial Intelligence 105

Artificial Intelligence Omnichannel Social Media AI 105

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

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Leading the charge. We can see this development in our recent survey.

Sales 110

Sales Customer Retention Innovation Customer Experience 110

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. And at the top of this list, of course, is customer churn.

Customer Relationship 95

Customer Relationship Customer Journey Map NPS Customer Experience 95

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. Your customer data is an incredibly rich source of information, particularly if your communication channels are optimized for customer use.

Social Media 97

Social Media Customer Satisfaction Innovation Customer Service 97

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.

Net Promoter Score 91

Net Promoter Score CRM Customer Feedback Sales 91

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. Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. Most expect to see CS emerging as a growth engine.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Zendesk

OCTOBER 5, 2022

But times are changing, and as a result of today’s economic climate, more software and cloud services companies are focusing on profitability instead of growth. This drives a focus on quality customers rather than quantity, and a need to develop loyalty and reduce churn. They are in protection mode.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

TeamSupport

FEBRUARY 22, 2024

One area that often gets overlooked is customer support. Yet, it's a critical touchpoint that can make or break your relationship with customers. In this hyper-competitive landscape, merely responding to customer queries isn't enough. Lower churn rates and higher customer satisfaction scores. The result?

Net Promoter Score 40

Net Promoter Score Omnichannel NPS Customer Satisfaction 40

TeamSupport

JUNE 29, 2023

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. What’s The Benefit Of Focusing On Customer Satisfaction?

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score NPS 97

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. Identify At-Risk Customers .

Net Promoter Score 97

Net Promoter Score Start-ups NPS Customer Relationship 97

ClientSuccess

SEPTEMBER 28, 2020

Customer success is a unique department within a SaaS organization. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.

NPS 105

NPS CRM Sales Start-ups 105

CSAT.AI

SEPTEMBER 14, 2022

Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes these two different and how they support each other. The Bridge: Customer Service Operations.

Customer Service 101

Customer Service Sentiment Analysis Customer Retention AI 101

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. How can this new platform move the needle with your customers? How does it impact critical metrics like growth, renewal rates, and customer churn? Best customer success software = the best results .

NPS 76

NPS CRM Innovation Customer Satisfaction 76

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B Net Promoter Score Education Social Media 82

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

JANUARY 11, 2022

What Is an NPS Software? It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it.

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

Zendesk

JANUARY 24, 2024

One way to reduce employee churn is to implement an employee onboarding process that sets recruits up for success in their new roles. Learn about the benefits of effective onboarding and how it can be a catalyst for employee engagement and organizational success.

Compliance 59

Compliance Start-ups Legal Construction 59

SixteenVentures

FEBRUARY 28, 2022

Having worked with hundreds of companies of different sizes, funding stages, and Customer Success maturity, around the world, I’ve boiled down what I believe are the five “secrets” of World-class CSMs. Objective Confidence comes from being prepared, following processes, and being present with their customers.

Hospitality 124

Hospitality Hospitality Technology Technology 124

Shep Hyken

SEPTEMBER 24, 2021

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. She writes about how companies can keep their customers happy while looking for opportunities to sell more. Use Customer Success as a carrot.

Sales 135

Sales Gambling Customer Experience Customer Relationship 135

SurveySensum

DECEMBER 25, 2023

The customer service center had a really complex return procedure. Eventually, after a series of calls and endless patience, I managed to get my money back. It’s clear that these surveys need to change to match how customers feel in that moment. That way, they’d understand what customers go through.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

Hodusoft

SEPTEMBER 14, 2023

Especially in the last few years, due to various factors such as cutthroat competition, changing customer behavior, rapidly transforming digital landscape, and more. The expectations of customers have increased dramatically. It’s critical to actively think about the entire customer journey, define it, map it, and document it.”

Start-ups 98

Start-ups Education Invoicing Customer Satisfaction 98

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Satisfaction 100

Customer Satisfaction B2C B2B Customer Relationship 100

SixteenVentures

APRIL 19, 2022

Disclaimer: The following assumes your customers are humans. Don’t get me wrong, customers dislike A LOT of things. In my many years of helping companies grow through Customer Success, the thing I’ve always tried to do is understand why humans behave the way they do. Customers Hate These 3 Things.

Customer Relationship Management 114

Customer Relationship Management B2B CRM Technology 114

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. The term is borrowed from human resources management.

Customer Journey Map 92

Customer Journey Map Close the Loop Start-ups Technology 92

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.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience ML Social Media CX 83

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?

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

CommBox

MAY 18, 2022

Acquiring new customers will always cost more than keeping the ones you already have. Not to mention that upselling products to your existing customer base is much easier. That said, growing and keeping a loyal customer base is key to achieving success. This translates to reducing customer churn as much as possible. .

Social Media 98

Social Media Omnichannel Customer Acquisition Customer Loyalty 98

SixteenVentures

AUGUST 1, 2018

Churn… ya boring. I’m so over talking about churn and if you really understand what Customer Success is all about , you should be, too. Churn is so easy to get rid of… you just have to do five simple things. Once churn is a non-issue, you can focus on growth. Customer Success-driven Growth.

Start-ups 129

Start-ups Engineering Sales Customer Experience 129

TeamSupport

DECEMBER 9, 2020

In Part 1 of this series, we introduced ways that customer support can identify sales opportunities using ticket automation triggers in your TeamSupport B2B customer support solution. Mitigating the Risk of Churn. This will give you an opportunity to address any concerns the customer has about which you may be unaware.

B2B 98

B2B NPS Sales Customer Relationship 98

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. The start of the renewal phase depends on the length of your customer’s contract as well as your policy. For top-tier, or Enterprise, customers this conversation usually begins 6 months prior to the renewal date.

Customer Retention 93

Customer Retention Start-ups Technology Technology 93

ClientSuccess

JANUARY 30, 2023

Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization.

Customer Relationship 70

Customer Relationship Start-ups Technology Technology 70

Zendesk

APRIL 1, 2022

The band members face the audience, delivering an experience that creates loyal fans—similar to how your customer success managers (CSMs) work with your customers one-on-one. Customer success operations (CS Ops) is the behind-the-scenes crew that helps customer success managers excel at their jobs.

Customer Service 97

Customer Service CRM Customer Retention Customer Acquisition 97

Intercom, Inc.

OCTOBER 5, 2018

Customer retention is the silent killer of SaaS businesses today. Even if you are acquiring customers for $10, if they only stick around for a month or two, you won’t build a lasting business. What is customer retention? Why customer retention is important. How to understand customer retention.

Customer Retention 199

Customer Retention Education Start-ups Customer Loyalty 199