Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. What Is a QBR?

Technology 106

Technology Technology Customer Retention Customer Satisfaction 106

Intercom, Inc.

JULY 14, 2021

When you’re part of a team, you adopt the goals, objectives, and priorities of that team. At Intercom, we believe that a principal engineer should “set goals autonomously and at the level of scope and ambition usually associated with a team.” How often should you set goals? I also set weekly goals to keep myself organized.

Engineering 151

Engineering Start-ups Technology Technology 151

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

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. What Is a Customer Success Plan? How Do You Use a Customer Success Plan?

Customer Satisfaction 127

Customer Satisfaction Customer Service 127

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” I still firmly believe that the folks serving customers should be focused on caring for them until all of their issues have been resolved. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Fonolo

DECEMBER 15, 2022

That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

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 112

Business Growth Innovation AI Start-ups 112

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

Intercom, Inc.

JULY 26, 2022

Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. . What is client success?

B2B 129

B2B B2C Education Customer Retention 129

Fonolo

NOVEMBER 15, 2022

In fact, these engagements are an essential part of running a successful customer service operation. A performance review is the ideal time to: Evaluate previously set goals. The more touchpoints management and agents have with one another, the more opportunities you’ll have to evaluate and achieve your shared goals.

Outlook 127

Outlook Contact Center Touchpoint Technology 127

Experience Investigators

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Get real about goals.

Customer Journey Map 98

Customer Journey Map Customer-Centric Organization Start-ups Customer Feedback 98

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 108

Sales Business Growth Innovation AI 108

Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

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 112

Scorecard Start-ups Customer Experience 112

Help Scout

AUGUST 22, 2023

Setting customer service goals improves your team. Here are 7 examples of SMART support goals to help you achieve greatness. Read the full article

Customer Service 75

Customer Service 75

Heart of the Customer

JULY 24, 2023

Partnering with Heart of the Customer, the leading customer experience consulting firm, offers numerous competitive advantages for your organization. At Heart of the […] The post The Competitive Advantages to Partnering with Heart of the Customer appeared first on Heart of the Customer.

Customer Experience 78

Customer Experience Customer Journey Map CX 78

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals.

NPS 118

NPS Customer Experience 118

Intercom, Inc.

MAY 12, 2021

At Intercom, we’ve always focused on building excellent products which our customers value and love. Continuing to meet this goal as we scale means constantly re-evaluating how our teams work to keep performing at our very best. Setting our goals. That will help us focus on aligning team processes and improving collaboration.

Engineering 239

Engineering Start-ups Customer Feedback 239

SurveySensum

FEBRUARY 12, 2024

Simple – by understanding what your clients envision and motivating them to achieve their fitness goals. ” Be the person who makes your clients’ fitness goals happen, inspiring them to turn their dreams into reality. You have to give them the confidence that they will be able to achieve their fitness goals.

Start-ups 52

Start-ups Net Promoter Score Customer Feedback 52

Intercom, Inc.

MARCH 4, 2019

How do you help your team focus and make meaningful progress, so that at the end of the week, you go home knowing you spent energy on the most important work? We typically track engineering goals in slightly more purpose-built tools.) You’ll need the names of your team members and three columns, “Goal”, “Hit?”,

Engineering 202

Engineering Customer Experience 202

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

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 92

Customer Acquisition Sales CRM Innovation 92

Intercom, Inc.

JUNE 2, 2021

Aligning on three things before diving into a solution can help ensure teams spend the right amount of time and energy solving every problem. What outcome does the customer want? . What problems currently exist that prevent them from achieving it? . My team recently took ownership of our Customer Support channel strategy.

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Customer Think

JULY 21, 2021

As marketers and entrepreneurs, you already know how challenging it is to attract new customers. That’s why smart businesses focus on retaining their existing customers rather than attracting new ones.

Customer Loyalty 132

Customer Loyalty 132

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. What Is a Customer Success Playbook?

Customer Retention 87

Customer Retention Construction Touchpoint Gaming 87

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. A persona is an archetype of your ideal customer.

B2B 129

B2B B2C Touchpoint Actionable Insights 129

Zendesk

OCTOBER 13, 2023

So too can businesses create their own playbook and implement it into their customer success strategy. Customer success playbooks provide step-by-step instructions that outline the best practices for achieving specific goals. What is a customer success playbook? What is a customer success playbook?

Touchpoint 52

Touchpoint Customer Journey Map Sports Construction 52

Zendesk

MARCH 18, 2024

Everyone has needs – our customers, our company, and the agents too. I was an agent (I’m now a Customer Success Manager) so I get this side of the barricade better than most. Because that leads to overall success and happiness for us and our customers 2. More staffing in the morning to help with the load, for example.

Scorecard 52

Scorecard Start-ups Education CX 52

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

SurveySensum

MARCH 5, 2024

The goal is to enhance performance, foster professional growth, and contribute to the overall improvement of the work environment. Strengthens Team Dynamics: Teams are like ecosystems, and feedback is the nutrient that helps them thrive. Can you provide specific examples of achievements or challenges you encountered in your role?

Construction 52

Construction Start-ups Innovation Gaming 52

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Totango

AUGUST 5, 2022

A client onboarding questionnaire helps you gather the information you need for excellent client relationships that promote long-term loyalty. Asking the right questions is key to effectively using this powerful customer success tool. Identification of the client’s goals and KPIs used to measure progress. Set client goals.

B2B 84

B2B Customer Journey Map Sales Start-ups 84

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. Start with the end goal in mind. Start with the end goal in mind. When it comes to survey design, the most important principle to keep in mind is to start with the end goal in mind.

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

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 90

Sales Scorecard NPS Customer Acquisition 90

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

Experience Investigators

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. That’s where customer experience leaders can lean in and really lead in this new year. What expectations can be reset for customers, and how?

Customer Experience 135

Customer Experience Close the Loop Customer Journey Map Contact Center 135