Intercom, Inc.

SEPTEMBER 29, 2021

It’s more evident than ever that the key to strong, scalable customer support that both delights your customers and moves the needle for your business boils down to one thing: creating a support experience that strikes the right balance between being personal and efficient.

Customer Loyalty 193

Customer Loyalty Technology Technology 193

UJET

JUNE 9, 2020

With digital transformation and the move to the cloud more important than ever before, customer support has truly grown beyond on-premise platforms, disjointed channel support, and patchwork APIs to connect different systems. UJET has first-hand experience with helping our customers move towards cloud-native customer support.

Contact Center 72

Contact Center Omnichannel Compliance Innovation 72

Totango

MAY 2, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. The Customer Journey is Collaborative . Visibility and Consistency are Key to Success.

Sports 105

Sports Finance Start-ups Customer Experience 105

ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. Here are three critical features your team needs in your ideal customer success platform: 1.

NPS 68

NPS Customer Service 68

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Customer success is a fast-paced industry. Quick Adoption is Key to Success.

Scorecard 93

Scorecard Start-ups Customer Experience 93

ClientSuccess

MAY 11, 2021

Customer success managers working with SaaS products have a lot on their plate. The responsibilities genuinely seem endless, from managing new customer implementation to owning customer satisfaction to dealing with customer issues. Why a customer success platform is so critical for CSMs.

NPS 54

NPS CRM Customer Satisfaction Sales 54

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth.

Finance 64

Finance Sales Customer Relationship 64

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Relationship 52

Customer Relationship Sales Technology Technology 52

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. What is the customer journey?

Scorecard 69

Scorecard Customer Relationship CRM Sales 69

Totango

FEBRUARY 18, 2021

In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success to the next level.

CRM 69

CRM Sales Customer Relationship Management Touchpoint 69

ClientSuccess

AUGUST 10, 2020

A lot has been said about the shift to cloud and SaaS-based vendors over the last few years, and this trend is alive and well in the customer success sector. As customer success platforms have grown over the last few years, they have expanded to encompass multiple different parts of the customer experience.

CRM 65

CRM Sales Customer Experience 65

ClientSuccess

SEPTEMBER 21, 2020

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

Customer Retention 69

Customer Retention Start-ups Customer Satisfaction Customer Experience 69

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth.

Finance 52

Finance Sales Customer Relationship 52

ClientSuccess

JULY 20, 2020

Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times.

Start-ups 69

Start-ups Innovation Customer Experience 69

ClientSuccess

APRIL 6, 2020

Customer success teams specifically must address a few additional challenges and considerations as well. First and foremost, customer success teams deal directly with customer teams that may or may not also be working at home. And second, customer-specific workflows can’t fall to the wayside during remote work.

52

52

ClientSuccess

OCTOBER 20, 2020

But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning. Here are three reasons why a customer success management platform needs to be part of your 2021 budget planning: 1.

Customer Relationship Management 59

Customer Relationship Management Customer Relationship Start-ups Sales 59

Totango

APRIL 9, 2018

Today, Totango released its Spark Platform to provide customers with proven results quickly. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-of-the-box or can easily customize to meet your business needs.

48

48

ClientSuccess

MARCH 30, 2020

Deliver a Consistent Customer Experience. Whether it is McDonalds, Nike, Google, Apple, or Ritz Carlton, one of the most important pieces of their model is their ability to deliver consistent customer experiences. . Enable Customer Transparency . One of the key elements of a great brand is consistency.

Technology 52

Technology Technology Customer Experience 52

Totango

FEBRUARY 28, 2024

In today’s dynamic landscape, the customer holds unprecedented power. While new customer acquisition remains important, our era of responsible growth underscores the vital importance of guiding customers toward positive business outcomes as the most sustainable pathway to success. Today, nothing changes.

Artificial Intelligence 105

Artificial Intelligence Customer Acquisition Customer-Centric Organization Sales 105

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

CX 105

CX B2B Compliance Sales 105

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

Customer Think

FEBRUARY 22, 2024

In the dynamic world of e-commerce, understanding your customers is key to success. Meeting customer needs is critical in today’s competitive e-commerce landscape. Digital platforms have raised consumer expectations by offering a wide range of products and services.

E-commerce 119

E-commerce 119

Adrian Swinscoe

SEPTEMBER 9, 2022

Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform.

190

190

Intercom, Inc.

JULY 27, 2022

Building a platform that consolidates customer communications: With Intercom, all customer communications happen through a single unified platform and source of data that’s continuously learning, serving, and supporting individual customer needs so you can make the most of every engagement to grow your business.

Engineering 205

Engineering Education Start-ups Customer Relationship 205

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Their customers? We know Apple’s global.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

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

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

Intercom, Inc.

APRIL 6, 2022

For fast-growing and enterprise organizations, the ability to personalize customer communication in a way that’s scalable is business critical. In fact, studies show that not only do customers expect great experiences when interacting with companies, they’re willing to pay more for them. Here are some of their takeaways.

Customer Experience 230

Customer Experience Customer Satisfaction Customer Expectations Omnichannel 230

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

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The bomb in customer success software!

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Intercom, Inc.

MARCH 28, 2022

Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue? Third, the lines between sales, marketing, product, and support are blurring.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

TeamSupport

APRIL 17, 2024

In the digital age, where customer expectations are higher than ever, providing exceptional customer support is not just an option; it's a necessity. As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. This is where TeamSupport stands out.

Customer Satisfaction 52

Customer Satisfaction CRM Customer Expectations Customer Relationship 52

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Intercom

MARCH 7, 2024

Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale.

AI 59

AI Customer Service Engineering Voice of the Customer 59

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 Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101