Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. The solutions are all based on a customer’s specific preferences, behaviors, and needs.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

Intercom, Inc.

DECEMBER 6, 2019

And yet, most marketers don’t give push notifications the care and attention they deserve, despite the endless benefits they can yield for both company and customer alike. But push notifications that are personal, relevant, and well-timed can help users achieve their goals in real time. What are push notifications?

Social Media 138

Social Media Start-ups 138

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer.

Touchpoint 83

Touchpoint Start-ups CX Government 83

SixteenVentures

FEBRUARY 28, 2023

Generative Artificial intelligence (AI) like ChatGPT – and now Bing Chat – is transforming the way we communicate and work, especially in Customer Success. These AI-powered tools offer unique benefits to Customer Success Managers (CSMs) and Enablement pros like: enhancing search, language generation, and productivity.

AI 60

AI Engineering Artificial Intelligence Innovation 60

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

Zendesk

APRIL 18, 2022

This knowledge cultivates a more nuanced experience for every lead, likelier conversion, and better targeted campaigns in the future. Of course, there are any number of ways a potential customer or client can discover you. Blog articles. Generating a lead vs. generating a sales qualified lead can be very different tasks.

Social Media 98

Social Media CRM B2B B2C 98

ProProfs

FEBRUARY 23, 2022

These are some of the questions we answer in this blog post. In places like North America and Europe, the rate of LMS adoption is growing rapidly as there’s a realization of the importance of enhancing the overall online learning experience. You just need to create a user account and sign in to the LMS to start using it.

Education 52

Education Start-ups 52

Zendesk

JANUARY 5, 2022

They must also be armed with proven lead generation strategies to get people on the path to becoming a customer. Sales leads are people who could potentially become customers in the future. As the sales rep, it’s your responsibility to gauge each lead’s interest level and determine whether they’re an ideal customer for your business.

Sales 105

Sales Outlook Social Media B2B 105

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. the “How it Started vs. How it’s Going” meme).

Start-ups 93

Start-ups 93

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. What is customer success? There are a few things that differentiate customer success from account management. Key components of customer success.

Education 65

Education Start-ups Engineering Customer Loyalty 65

SugarCRM

JUNE 9, 2022

Many prospects won’t ever become customers if their experience turns them off. Instead, delivering a great first impression and repeating that performance with consistency and excellence is the key to forming a relationship and gaining customer loyalty. This blog post article was initially published on The Manufacturer.

CRM 49

CRM Manufacturing Gaming Engineering 49

Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . So, it’s important to use your underlying data so that you know what the customers are doing, where they are in their journey and what they need at that time. What are some of the strategies you have used to improve open rates? along the way to engage them.

E-commerce 117

E-commerce Sales Technology Technology 117

Intercom, Inc.

MARCH 15, 2018

They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 84

B2B Net Promoter Score Education Social Media 84

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. Disney has built its entire brand on engaging its customers through stories. Good vs evil. Families and destiny and revenge.

Entertainment 125

Entertainment Gaming Start-ups Customer Experience 125

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 116

Innovation NPS Touchpoint Start-ups 116

SurveySensum

JANUARY 17, 2024

That means companies need to catch up on what two-thirds of customers think. Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively. 11 Best Practices for Seamless Customer Satisfaction Survey Design 1. Let’s get started.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 112

Customer Journey Map Touchpoint Start-ups Engineering 112

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Becky Beach. themombeach.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

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. the “How it Started vs. How it’s Going” meme).

Start-ups 73

Start-ups 73

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. In this blog, we will explore everything related to inbound call center software.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Totango

JUNE 17, 2021

What is customer segmentation ? We’ll discuss the subtle shade of difference between customer segmentation and audience segmentation, two terms with some overlap that are often used interchangeably. We’ll look at the different ways you can segment your customers and when to apply each. Customer support history.

B2B 71

B2B Customer Journey Map Sales Technology 71

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Comm100

JULY 20, 2021

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. Nowadays, though, a good customer service experience can be the deciding factor between two competing brands.

Customer Service 58

Customer Service E-commerce Start-ups Sales 58

Callminer

AUGUST 1, 2017

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Tyler Riddell. Alex Tebbs. maidpro.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

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. the “How it Started vs. How it’s Going” meme).

Start-ups 62

Start-ups 62

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 87

Customer Journey Map Touchpoint Start-ups Engineering 87

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Invoicing 59

Invoicing Net Promoter Score NPS Touchpoint 59

Intercom, Inc.

DECEMBER 10, 2019

This feature, if it solves a customer problem, results in measurable changes in how customers behave in your product, and ultimately this behavior change delivers an impact to your business. It wasn’t enough to efficiently solve customer problems; we needed to be thinking about how we were helping our business to be more successful.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

SugarCRM

OCTOBER 17, 2023

Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates. Quality vs. Quantity : An overworked marketing department may prioritize quantity over quality, rapidly churning out content and campaigns to meet deadlines. For Marketing, generative AI is the future.

AI 26

AI Predictive Analytics Legal Social Media 26

1 to 1

JANUARY 18, 2022

Customer service interactions can quickly evolve, requiring different channels and tools. Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. Contact center associates are the people that make customer service human.

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

Aquire

OCTOBER 26, 2021

If there’s one thing that’s accepted as truth in the customer experience world, it’s that CX personalization is a must-do. From emails that address customers by name to relevant product recommendations based on behavioral predictions, personalization can bring huge value to both customers and companies alike when used wisely.

CX 52

CX Artificial Intelligence Entertainment Retail 52

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. made an excellent point about churn and the importance of customer service. Have a H.E.A.R.T.

Customer Service 41

Customer Service Education CX Gaming 41

ClientSuccess

APRIL 18, 2018

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Let’s move forward with this week’s blog post! Ensure Customer Onboarding Readiness.

Start-ups 48

Start-ups Customer Experience 48

ProProfs

MARCH 19, 2021

Soft Skills Vs Hard Skills. Considering the significance of soft skills for modern employees, in this blog post, I’ll be discussing at length everything you ever wanted to know about soft skills and soft skills training. Soft Skills vs. Hard Skills. Experience, education, & training-based. Table of contents [ Hide ].

Education 52

Education Start-ups Business Operations Construction 52