Execs In The Know

MARCH 4, 2022

Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. Here’s what you need to know about customer journey analytics, its benefits, and how it works. Definition of Customer Journey Analytics.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Enable Digital-First Customer Success.

Start-ups 87

Start-ups CRM Sales Technology 87

Uniphore

JUNE 16, 2021

Placing too much emphasis on reducing AHT at all costs can be detrimental to the overall customer experience and even disincentivize agents from spending time with customers to properly resolve their issues with empathy. Discover What Customers Really Need. Error-free calls mean happier customers and quicker call resolutions.

NPS 147

NPS Net Promoter Score Contact Center AI 147

Totango

MARCH 3, 2020

Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them. What Causes a High Churn Rate?

Customer Acquisition 84

Customer Acquisition NPS Start-ups Customer Retention 84

ClientSuccess

SEPTEMBER 28, 2021

While the best parts of working with customers involve forging strong relationships and engagement strategies, there is one downside to the role: customer churn. As hard as you work, there will inevitably be customers who churn throughout your tenure as a CSM. . Why do customers churn?

52

52

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks.

Customer Retention 86

Customer Retention Construction Touchpoint Gaming 86

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Start-ups 90

Start-ups 90

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. They need to set you up to foster holistic customer focus across the entire organization. This is the focus of CX Day 2023 ! How do we make this happen?

CX 62

CX Customer Experience Data Mining Legal 62

VOZIQ

OCTOBER 11, 2023

In today’s customer-centric market, addressing customer churn is no less than a battle. It requires in-depth data-led customer insights for proactive identification of churn risks, driving timely preventive measures to retain valuable customers. That is why you should use multiple predictive models.

Customer Retention 40

Customer Retention Machine Learning AI Engineering 40

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Optimizing customer experience with personalization.

Artificial Intelligence 71

Artificial Intelligence Customer Journey Map Net Promoter Score AI 71

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Define Customer Health Score.

Invoicing 65

Invoicing NPS Customer Retention Start-ups 65

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Start-ups 71

Start-ups 71

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Here are some tips on how to put these steps into practice and become a success partner for your customers.

Customer Satisfaction 127

Customer Satisfaction Customer Service 127

Totango

NOVEMBER 25, 2020

The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. What is Customer 360? . Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location.

Net Promoter Score 107

Net Promoter Score NPS CRM Scorecard 107

Zendesk

JANUARY 18, 2024

As we continue to learn more about the impact of AI , businesses must keep transparency in AI top of mind, especially when it comes to the customer experience (CX). Being transparent about the data that drives AI models and their decisions will be a defining element in building and maintaining trust with customers.

AI 52

AI Artificial Intelligence Legal Machine Learning 52

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Start-ups 62

Start-ups 62

SixteenVentures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that. Churn: Syntax and Nomenclature.

Start-ups 131

Start-ups Finance Customer Acquisition CRM 131

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get. This basic rule is true for every human relationship.

CX 62

CX Non-Profits Data Mining Start-ups 62

TeamSupport

FEBRUARY 2, 2022

When it comes to angry customers, you can never put in too much heart. But sometimes it can seem that the more care you put in, the outcome doesn’t change at all – the customer is just as angry. Here are the best things to say, and act on, for dealing with exasperated customers. Tell your customers “I hear you”.

Social Media 97

Social Media Customer Service 97

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

CRM 89

CRM Customer Relationship Customer Acquisition Start-ups 89

Totango

FEBRUARY 25, 2020

Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. In today’s customer-centered economy, this is particularly true of Customer Success and Customer Service teams. What is the Difference Between Customer Success vs. Customer Service?

Customer Service 101

Customer Service Start-ups Customer Experience 101

Totango

MARCH 13, 2020

Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future. Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place.

Technology 81

Technology Technology 81

VOZIQ

OCTOBER 19, 2022

Data fuels a customer retention program. Customer data collected from various touchpoints is key to deciphering customer behavior and implementing effective retention strategies by improving customer experience and engagement. times more likely to retain customers. times more likely to retain customers.

Customer Retention 40

Customer Retention Predictive Analytics Unstructured Data Touchpoint 40

VOZIQ

OCTOBER 19, 2022

Data fuels a customer retention program. Customer data collected from various touchpoints is key to deciphering customer behavior and implementing effective retention strategies by improving customer experience and engagement. times more likely to retain customers. times more likely to retain customers.

Customer Retention 40

Customer Retention Predictive Analytics Unstructured Data Touchpoint 40

Totango

SEPTEMBER 15, 2020

Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Track and Analyze Your Engagements.

Scorecard 69

Scorecard Net Promoter Score Start-ups Customer Retention 69

SugarCRM

MAY 5, 2022

In the face of growing customer demands, it’s not easy to keep your clients happy. Sugar’s new research 2022 CRM Impact Report surveyed sales and marketing decision-makers to explore customer satisfaction and retention issues. The Great Customer Resignation Is Top Priority for B2B Marketers.

AI 49

AI CRM Touchpoint B2B 49

TeamSupport

JANUARY 12, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. For revenue to continue to flow, customers must continue to use products.

B2B 86

B2B AI Technology Technology 86

Totango

AUGUST 28, 2020

You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. A Comprehensive SaaS Customer Onboarding Checklist. Customer Success Team Checklist for Onboarding.

Customer Retention 71

Customer Retention Innovation Start-ups Sales 71

Waypoint Group

MAY 24, 2022

b) “Grew NRR by 18% year-over-year by building an ongoing Customer Engagement program that increased Customer Lifetime Value (LTV) by 14% through improved retention and expansion rates, and improved close rates by 24%.”. Customer Success (CS) / Account Teams are speaking with their clients every day. Option B isn’t fiction.

Sales 52

Sales Start-ups VOC 52

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. They are: Use Customer Goals and Objectives to Personalize Onboarding. Right Touchpoint, Right Time.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors. 2) Stop Undervaluing Customer Service!

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

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. Guiding customers through how to use basic features.

Customer Journey Map 92

Customer Journey Map Close the Loop Start-ups Technology 92

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. The goal of customer success is to generate recurring revenue by creating customer lifetime value. The goal of customer success is to generate recurring revenue by creating customer lifetime value.

Scorecard 72

Scorecard Actionable Insights Education Customer Satisfaction 72

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? In traditional business, success is often measured by the number of products sold, and the emphasis is on acquiring as many customers as possible with a one-time sale. Here, your website traffic is your SaaS metric. Now, this is your SaaS KPI.

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

SugarCRM

NOVEMBER 29, 2021

For over three decades, marketing, sales, and service have struggled with siloed data, not sharing customer information and insights, which ultimately caused failing the customer themselves and diminishing the profit. This means customer-facing teams don’t have a clear picture of their customers. Work in Harmony.

Sales 49

Sales CRM AI CX 49

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Shep Hyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. In other words, it’s all of the interaction points the customer experiences. And there’s much more.

Artificial Intelligence 64

Artificial Intelligence Customer Service Customer Journey Map Entertainment 64