CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required. Having a good project manager will increase the likelihood of that initiative’s success. Employee Experience.

CX 307

CX Customer Journey Map CX Transformation Government 307

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. That’s why many CEOs and executive boards are turning to customer success teams to be the drivers for business growth.

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Business Operations 108

Business Operations Customer Satisfaction Sales Customer Service 108

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on.

Customer Experience 369

Customer Experience CX Education Customer Experience Management 369

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

The Customer Service Blog

MARCH 21, 2024

John Lewis is a company I have mentioned numerous times in my blog over the last few years. In fact one of the very first articles in this blog - way back in 2016 - was about them (you can read the article by clicking here ). After all, this entire blog is about customer service! Darren Bugg Editor, The Customer Service Blog.

Retail 57

Retail Finance Sales Customer Service 57

Totango

SEPTEMBER 20, 2022

Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product. To enable customers, Customer Success teams may use methods such as: Assigning a Customer Success Manager to assist customers.

B2B 82

B2B Net Promoter Score Education Social Media 82

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. The pressure is rising for businesses to step up their CX game. That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Inside Customer Service

DECEMBER 2, 2021

Brittany Hodak, an expert on helping brands create superfans, offers this definition of a brand evangelist on her blog : A brand evangelist is a customer who is so passionate about your brand, product, service, or business that they advocate on your behalf. They are a brand evangelist who happens to work for your company.

Retail 260

Retail Social Media Finance Sales 260

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer.

AI 94

AI Engineering Business Growth Customer Acquisition 94

SurveySensum

JANUARY 22, 2024

Success isn’t just about playing the right notes, but also about making sure that every person involved (stakeholders) is happy with how everything sounds. To be a good project manager, you need to understand what everyone expects and make sure everyone is happy. This is where the best project managers shine.

Start-ups 52

Start-ups Government Customer Satisfaction Customer Feedback 52

Totango

FEBRUARY 11, 2022

Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. Relationships with B2B customers tend to be more challenging to manage successfully due to complex requirements, a greater number of stakeholders, and organizational interdependencies.

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

Comm100

MARCH 23, 2022

In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. . Show involvement in local community. With this in mind, credit unions should do more to celebrate their community involvement if they want to attract future members.

Social Media 89

Social Media Omnichannel Start-ups Technology 89

SurveySensum

JANUARY 26, 2024

Address common concerns and provide solutions through blog posts, FAQs, and webinars. Produce informative resources, such as how-to guides, e-books, blog posts, and tutorials. She compares it with other fitness apps, looks for testimonials, and reads blog posts on the app’s website. User testimonials and success stories.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. 5 resources to set your CSMs up for success. The 2020 Customer Success Trends Toolkit.

Education 70

Education Innovation Customer Service 70

SurveySensum

APRIL 1, 2024

It is these qualities, communicated effectively and honestly, that can elevate a startup to become a respected and successful brand in the eyes of its target audience. It’s clear that consumer confidence in a brand is not merely a nicety but a critical component of a successful business strategy. Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Totango

APRIL 15, 2022

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. We know business is dynamic and we want to help our CS community thrive. But what do you do when the platform you’ve been using goes out of business?

Start-ups 84

Start-ups NPS Customer Retention Customer Satisfaction 84

CX Accelerator

JULY 1, 2020

By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Include organization change management at the beginning. Lastly, remember, digital transformation is not a golden ticket to success. Back To CX Accelerator Blog

Contact Center 266

Contact Center CX Technology Technology 266

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Start-ups 102

Start-ups Social Media Engineering Education 102

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. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Learning management system (LMS) platforms. Customer success software.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Totango

MARCH 8, 2022

We work daily to #BreakTheBias in the customer success (CS) field and create a diverse and inclusive culture, and our President and Chief Operations Officer Jamie Bertasi understands why that’s so important. Event and Program Manager; and Trish Whitney , VP of Growth Marketing. . At Totango, however, we have much to celebrate.

Sales 86

Sales 86

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Guy Nirpaz , Totango’s Founder and CEO, kicked off the day highlighting “Four Lessons to Unleash Customer Success”. Very well done!”.

Engineering 91

Engineering Sales Customer Experience 91

Totango

APRIL 25, 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. Out-of-the-Box Functionality .

Start-ups 86

Start-ups Sales Customer Experience 86

Execs In The Know

NOVEMBER 22, 2022

With new ways of solving these challenges with technology, companies no longer need to compromise their CX strategies, and managing multilingual operations is now easier than ever. Overhaul your operational strategies and take your business to the next level with these five tips for leading a successful multilingual contact center.

Contact Center 98

Contact Center CX Technology Technology 98

TeamSupport

JUNE 3, 2020

We introduced this blog series in Part 1 by walking you through what to expect after the onboarding process, starting with your dedicated Customer Success Manager (CSM). Community: Sometimes, you want to learn from your peers, someone who has experienced your exact issue and how to solve it. Help Yourself.

B2B 64

B2B Education Start-ups Technology 64

CX Accelerator

FEBRUARY 12, 2018

According to the report, only 14% are successful with their VoC. It can come from outside sources such as social channels, product review sites, or other online communities. So… What can companies do to improve their voice of the customer success? Integrating these five items will ensure voice of the customer success!

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Intercom

JANUARY 11, 2024

Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less. And what could people who manage CX leaders specifically do better?

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom, Inc.

MARCH 15, 2018

Will Larson has managed infrastructure teams for some of the biggest names in software. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. One of the blog posts was about this Yahoo! product called Yahoo! It was a miracle.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

Intercom, Inc.

JANUARY 27, 2022

In this episode of Inside Intercom, you’ll hear from: Nidhi Kamat , Product Manager. Nadine Mansour , Product Manager. Lu Borko , R&D Operations Manager. We chatted about the value of supportive communities, labels and the challenges that come with them, and how being a “woman in tech” plays in their daily lives.

Engineering 138

Engineering Start-ups Technology Technology 138

Intercom, Inc.

DECEMBER 21, 2020

The subtle nuances of remote communication. Evelyn Clinton, Senior Content Marketing Manager. If any post was most useful for me this year, it was Jack’s post on remote communication, Working across land and sea: Tips for remote communication. Graham Ó Maonaigh, Senior Growth Marketing Manager.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

CX Accelerator

JULY 1, 2020

By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Include organization change management at the beginning. Lastly, remember, digital transformation is not a golden ticket to success. Back To CX Accelerator Blog

Contact Center 182

Contact Center CX Technology Technology 182

Totango

DECEMBER 26, 2021

Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . As a customer success leader, you are responsible for setting the right tone and creating the right environment for your team to be successful. 5 Ways to Fight Burnout. Build an Open and Supportive Work Environment.

Sports 102

Sports Start-ups 102

Zendesk

NOVEMBER 1, 2021

How are customer success and customer experience different? Though they’re both customer-centric roles, customer success and customer experience teams perform distinct functions. Customer success (CS) teams focus on understanding customers’ goals and helping clients achieve their desired outcomes with a purchased product or service.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

Zendesk

FEBRUARY 17, 2022

To be successful, every lead magnet should have the following qualities: Helpful. When you send a confirmation email with the score, include a link to a blog post that covers topics related to the quiz. What if you let leads access a knowledge-sharing community that covers multiple topics?

Social Media 98

Social Media Engineering Customer Acquisition Start-ups 98

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Hassan Alnassir.

Gaming 182

Gaming Non-Profits Contact Center Sales 182