Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Having a process and that information flow through the various teams and the overall implementation of a customer is critical,” Dishman said.

Sales 71

Sales 71

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector.

Innovation 85

Innovation Outlook CRM Sales 85

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Offer self-service functionalities through community and knowledge centers. Deliver in-app guidance and content aimed at prioritizing user adoption. Customer health.

B2B 91

B2B ML CRM Customer Relationship Management 91

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. More than half raised hands for sales and the CRO, and when asked if they felt the relationship with product teams could be enhanced, even more hands shot up.

Sales 106

Sales Sports AI Touchpoint 106

TeamSupport

JUNE 20, 2023

By implementing effective strategies, businesses and customer support teams can rise above the limitations imposed by the current economic climate and deliver exceptional experiences. This approach ensures consistency, accuracy, and saves precious time, allowing support teams to handle a higher volume of inquiries effectively.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. However, disconnected channels create disconnected communication. You must maintain a consistent experience and service level across all channels – and the only way to achieve this is through omnichannel communication.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. Playbook Vectors by Vecteezy.

Education 72

Education Customer Relationship Sales Customer Service 72

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Upsell/Cross-sell opportunities – When the product the customer is currently using doesn’t do what the customer wants but another product in our line does.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Intercom, Inc.

AUGUST 25, 2021

Here, we look at 10 highlights from 10 years of Intercom, from our first pitch deck to the evolution of our product, our story, and our team. In 2016, we released a new version which featured deep customization, cross-platform compatibility, new message formats, and playful emoji support. Celebrating our teams.

Start-ups 220

Start-ups Customer Expectations Sales Innovation 220

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” The response was so good that it begged to be a blog post. Back To CX Accelerator Blog Interview customers.

Social Media 345

Social Media VOC VOE Contact Center 345

UJET

AUGUST 5, 2020

This new angle is also becoming increasingly important with the recent rapid shift to teams working remotely. Our South Korea office uses Slack to communicate with the UJETers all over the world, just like I do from Europe. This is why having a champion back where most of your team members are be really beneficial.

Start-ups 133

Start-ups Actionable Insights 133

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. You can unsubscribe anytime.

E-commerce 130

E-commerce Innovation Compliance AI 130

Totango

AUGUST 8, 2021

In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations. Offer Relevant Communications. Build a Customer Community.

NPS 118

NPS Customer Experience 118

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. The first part, great local foods , reflects the company's commitment to sourcing fresh ingredients from the community.

Start-ups 147

Start-ups Customer Service Customer Experience 147

Fonolo

DECEMBER 6, 2022

This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . That style is ideal for experienced agents, but what if you inherit a new team of recruits? Use incentives and gamification .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

SurveySensum

JANUARY 22, 2024

They can be anyone from the clients or customers who want the final product to be perfect, to the team members who do the work, to the investors who want to make a profit. In this blog, we will look at why stakeholder expectations are so important and strategies to balance their expectations. It’s like an art.

Start-ups 52

Start-ups Government Customer Satisfaction Customer Feedback 52

Totango

JANUARY 19, 2022

Communication : CSMs act as liaisons between the customer and others within the organization, therefore, they need to be good communicators who are able to facilitate the flow of accurate information between all key parties. Bonus points if these examples include working with Product, Sales, Marketing or Engineering teams!

Start-ups 102

Start-ups Social Media Engineering Education 102

Totango

APRIL 29, 2021

In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system that improves your team’s efficiency and takes your customer success to the next level. . Reducing silos by making it easy to share files and information across teams.

Touchpoint 107

Touchpoint Start-ups Technology Technology 107

Zendesk

NOVEMBER 1, 2021

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 success teams. Customer experience teams.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

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. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

Totango

NOVEMBER 10, 2021

However, according to Totango’s 2021 Customer Success Salary Report , CS teams are being tasked with owning more revenue-generating activities that make an impact on organizations’ bottom lines, as well as activities that improve product stickiness, which decrease churn and increase renewals. Let’s take a look at four important factors. .

Net Promoter Score 84

Net Promoter Score NPS Sports Actionable Insights 84

Fonolo

MARCH 28, 2023

If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. This could involve working as a customer service representative, a team leader, or a contact center manager. Excellent customer experience is a must and should never be overlooked.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Totango

JULY 12, 2022

Improve Alignment and Internal Flow of Communication on Customer Data . With this SuccessBLOC, your organization is also able to take advantage of Totango’s unique Customer Experience Canvas , which is a no-code, shared visual workspace that enables cross-departmental collaboration.

Start-ups 99

Start-ups Engineering Customer Experience Management Customer Experience 99

Execs In The Know

FEBRUARY 17, 2023

To win in this channel, marketers and customer care associates need to come together to form an all-star team, moving the service experience from a reactive to a proactive state to champion opportunities for value creation. But being present and responsive is no longer enough to meet the demands of the modern social consumer.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Totango

NOVEMBER 12, 2020

Specifically, the survey found: 80% of respondents say their CS team grew over the past 12 months. More than half of CS teams now consist of more than 10 members, a 6% increase. 44% of respondents said their CS team was responsible for revenue targets. Scaling the team. Visibility into customer adoption and health.

Technology 100

Technology Technology NPS Start-ups 100

Totango

SEPTEMBER 22, 2020

Offer Relevant Communications. Build a Customer Community. Create a Cross-Functional Customer Journey Team. Offer Relevant Communications. Every communication should be relevant to the customer’s needs and situation to be of value. Create a Cross-Functional Customer Journey Team.

NPS 95

NPS Customer Experience 95

Totango

MARCH 29, 2022

Building and maintaining each unique customer journey can be a complex task — often with teams needing to understand how each customer communicates, what their needs are, and how best to move forward with individual customer engagement efforts. How Mapping Customer Journeys with Data Helps Marketing + Sales Teams .

NPS 93

NPS Customer Satisfaction Sales Touchpoint 93

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. Strategically using surveys will empower your account management, sales, and success teams to optimize customer retention efforts and cultivate long-lasting relationships with your B2B clientele.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Construction 105

Construction Education Customer Retention Start-ups 105

Totango

NOVEMBER 10, 2021

However, according to Totango’s 2021 Customer Success Salary Report , CS teams are being tasked with owning more revenue-generating activities that make an impact on organizations’ bottom lines, as well as activities that improve product stickiness, which decrease churn and increase renewals. Expansions & Upsells. How Totango Can Help.

Net Promoter Score 74

Net Promoter Score NPS Sports Actionable Insights 74

Execs In The Know

MARCH 31, 2023

The agent effort score measures the ease with which a customer service team can support their customers. As customer service teams become more siloed than ever before, agent engagement is even more crucial for productivity and staying attuned to customers’ needs. Guest blog post written by Gladly. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” The response was so good that it begged to be a blog post. Back To CX Accelerator Blog Interview customers.

Social Media 182

Social Media VOC VOE Contact Center 182

Intercom, Inc.

SEPTEMBER 2, 2021

At a product-first company like Intercom, our product marketing team has always had a crucial role – and over the years, we have often discussed how we approach product marketing. Of course, not all companies go about product marketing in the same way. However, there is no one-size-fits-all org structure between PMs and PMMs.

Start-ups 211

Start-ups Sales Engineering 211

ClearAction

NOVEMBER 11, 2022

Your Marketing team supports customer retention in balance with customer acquisition. Include cross-functional representatives in each workshop. Communicate to customers what you plan to do, and at a promised time, what you have achieved. Your non-customer-facing groups and partners learn how to prevent issue occurrence.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. Using the S.M.A.R.T

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Totango

NOVEMBER 12, 2020

Specifically, the survey found: 80% of respondents say their CS team grew over the past 12 months. More than half of CS teams now consist of more than 10 members, a 6% increase. 44% of respondents said their CS team was responsible for revenue targets. Scaling the team. Visibility into customer adoption and health.

Technology 86

Technology Technology NPS Start-ups 86

VOZIQ

OCTOBER 11, 2023

In this blog, let us look at the factors that can make data science ineffective and uneconomical and what measures you can take to address those factors. Ineffective Communication Effective communication is a cornerstone of successful data science. And in this battle, data science is an indispensable weapon.

Customer Retention 40

Customer Retention Machine Learning AI Engineering 40