Totango

APRIL 1, 2022

When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. With Totango’s Customer Experience Canvas , your entire company can collaborate in one shared workspace.

Customer Experience 122

Customer Experience Start-ups Sales 122

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 92

Sales Scorecard NPS Customer Acquisition 92

Intercom, Inc.

JANUARY 16, 2020

In our discussion we unpack what this means for them as a company and for their customers. We hear how sharing the pain that your customers experience is key to understanding it. So every user, every customer can extend the functionality of the product over the platform that we provide. The journey from product to platform.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. It is great to reward your employees for driving growth, however, putting too much focus on revenue generation could drive your CS team to be focused more on sales than success, which can be off-putting to your customers. Expansions & Upsells.

Net Promoter Score 87

Net Promoter Score NPS Sports Actionable Insights 87

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started. Financial Metrics.

Net Promoter Score 61

Net Promoter Score NPS Customer Retention Customer Service 61

Totango

JANUARY 6, 2022

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. Stress happens in customer success, but utilizing the right tools can help. Manage CS Stress with the Right Tools.

Start-ups 89

Start-ups 89

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Because of this, customer success compensation structures have evolved over the past several years to be more heavily focused on bonuses and other incentives like stock or equity options. Let’s take a look at four important factors. .

Net Promoter Score 76

Net Promoter Score NPS Sports Actionable Insights 76

TeamSupport

JULY 22, 2020

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. And the likelihood that they will renew?

B2B 52

B2B NPS Education Customer Relationship Management 52

Totango

JUNE 1, 2021

Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data.

Touchpoint 70

Touchpoint Customer Relationship Education Customer Loyalty 70

Customers That Stick

DECEMBER 4, 2014

How will you inform customers of changing store hours? Can you augment your parking if needed to accommodate customers? Preparing for the season’s challenges ahead of time is the best way to make sure that increased traffic does not result in increased customer service issues. Do you have adequate labor? No shock here.

Customer Service 124

Customer Service Start-ups Sales Customer Experience 124

Kerry Bodine

JUNE 23, 2015

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. In this three-part blog series, I’m answering all of the great audience questions from the webinar. Who should be involved in customer journey mapping workshops? You can download the slides here.

Customer Journey Map 69

Customer Journey Map Legal Finance Start-ups 69

Kerry Bodine

MARCH 17, 2018

Wondering how to map the experiences that your customers currently have with your organization? A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. IN)VALIDATE your hypotheses with customers. In other words, journey maps illustrate customers’ stories.

Start-ups 54

Start-ups Technology Technology Customer Journey Map 54

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Net Promoter Score 73

Net Promoter Score VOC Customer Feedback Innovation 73

ClientSuccess

MAY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Cole Sanders, Sr Customer Success Manager. Are my customers actively and consistently achieving some sort of success or outcome?”. “If

Touchpoint 45

Touchpoint Education 45

ClientSuccess

JULY 12, 2017

Stacey came to the CS100 Summit stage armed with a palpable energy and bursting with insight into centering company focus on all things customer success. Stacey is a firm believer that customer success is a responsibility of every business function, and that successful customers require attention from the entire team.

Sales 40

Sales Technology Technology 40

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

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

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

ProProfs

JANUARY 25, 2022

Considering the gravity of the issue, I’ve shared a few cybersecurity tips for employees in this blog post. For example, some employees tend to write down passwords on a sticky note and leave it in their workstations. They will help you protect data privacy, intellectual property, and other business assets.

Education 52

Education Engineering Legal Start-ups 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 62

Customer Journey Map Touchpoint Start-ups Engineering 62

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Nina Wilkinson , Director of Customer Success. I’m the first CSM for my company and have been asked to implement a “customer success” program.

Touchpoint 41

Touchpoint Start-ups Sales Gaming 41

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . What do you need before the Customer Journey Mapping workshop?

Customer Journey Map 59

Customer Journey Map Touchpoint VOC Start-ups 59

Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. Only by shipping new features quickly can we get proper feedback, learn from it, and iterate again and again to better serve our customers. We can’t say it caught us by surprise. Short on time?

Customer Service 64

Customer Service AI Machine Learning Technology 64

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. Within a matter of months, AI has evolved from automating simple tasks like routing the right thing to the right person, to offering accurate, conversational responses upfront to a variety of customer queries.

AI 59

AI Start-ups Education Customer Service 59

Execs In The Know

FEBRUARY 26, 2023

During the early days of the pandemic, the digitization of customer interactions accelerated by three to four years, with three times as many companies saying 80% of their customer interactions were now digital in nature. The Stickiness of Modern Messaging Modern messaging channels are successful for consumers and businesses alike.

Customer Relationship 52

Customer Relationship CRM Customer Service CX 52

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers.

B2C 118

B2C B2B Customer Journey Map E-commerce 118

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Net Promoter Score 63

Net Promoter Score Sales Customer Journey Map Customer Retention 63

Totango

APRIL 16, 2021

Engaging your customers is the key to lowering churn and leaving no client behind. Customer health score. Customer sentiment indicator. This will also showcase the expanding adoption and stickiness of your product. It can help you identify the core features of your product that your customers find the most value in.

Net Promoter Score 70

Net Promoter Score NPS Customer Journey Map Customer Feedback 70

Execs In The Know

OCTOBER 27, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Craig Barnes.

Contact Center 52

Contact Center Actionable Insights NPS Retail 52

Comm100

DECEMBER 15, 2020

If you’re not, will cover it quicky in this blog later). Now, you’ll be deciding which live chat vendor you should choose to partner with to help your clients take their customer service & support up a level. Align your company with industry-leading customer service experts. Trusted by customers and partners.

Compliance 52

Compliance Omnichannel Contact Center Start-ups 52

Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. Mapping the Modern Customer Journey.

Customer Journey Map 66

Customer Journey Map Net Promoter Score Customer Retention Sales 66

ProProfs

APRIL 5, 2022

They also help in providing customer support and collecting valuable information. Many lead generation programs include lead scoring functionality which lets you have a detailed analysis of your leads and find out which potential customers are likely to buy from you and which ones aren’t worth the effort. . Popups and sticky bars.

Social Media 52

Social Media CRM Start-ups Net Promoter Score 52

Intercom, Inc.

DECEMBER 16, 2021

But maybe, to start off and help orient our audience – our audience is a collection of everyone from customer support, sales, marketing, product, engineers, et cetera – we start off with network effects specifically. ” It’s like, find the next sticky thing because the old one’s going to grow old too quickly.

Start-ups 138

Start-ups Gaming B2B Social Media 138

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? In traditional business, success is often measured by the number of products sold, and the emphasis is on acquiring as many customers as possible with a one-time sale. Here, your website traffic is your SaaS metric. Now, this is your SaaS KPI.

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. One of those questions asks, “ What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization?

Engineering 40

Engineering NPS Start-ups Sales 40

ProProfs

OCTOBER 26, 2022

This is how much Accenture estimates US companies lose each year due to customer churn stemming from poor customer service. . But when it comes to the mistakes that can drive away customers, almost nothing beats delivering poor customer service. What Is a Customer Service Assessment? Industry Knowledge .

Customer Service 52

Customer Service Entertainment Start-ups Sales 52