Totango

MARCH 30, 2021

For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires? Watch the Webinar: Steps to Scale Your Customer Success Operations Overnight. 8 Steps for Scaling Customer Success. 8 Steps for Scaling Customer Success.

Start-ups 118

Start-ups Customer Loyalty 118

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Leading the charge. We can see this development in our recent survey.

Sales 111

Sales Customer Retention Innovation Customer Experience 111

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. Mistake #2: Following the Wrong Operational Practices.

Start-ups 96

Start-ups Technology Technology CRM 96

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 92

B2B ML CRM Customer Relationship Management 92

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

The Customer Service Blog

MARCH 21, 2024

Its loyal customers certainly seem to love the business, and we are often told that its staff members (or ‘partners’ to be technically correct) also love working at John Lewis. John Lewis is a company I have mentioned numerous times in my blog over the last few years. After all, this entire blog is about customer service!

Retail 57

Retail Finance Sales Customer Service 57

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Net Promoter Score 84

Net Promoter Score NPS Touchpoint Technology 84

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Outlook 114

Outlook Innovation Omnichannel Education 114

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Reorient Your Operating Model.

Start-ups 88

Start-ups CRM Sales Technology 88

Execs In The Know

NOVEMBER 22, 2022

When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. 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.

Contact Center 98

Contact Center CX Technology Technology 98

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”. How to Shift Right .

CRM 104

CRM Customer Retention Start-ups Touchpoint 104

MattsenKumar

MAY 7, 2024

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

Hodusoft

MAY 10, 2024

Virtual call and contact centers have become the new norm in the present time instead of being an optional feature for businesses seeking flexibility in their operations. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be. Reach out and check in with them regularly.

Customer Acquisition 102

Customer Acquisition Customer Relationship Customer Retention Start-ups 102

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. Unify your customer data to mitigate risks and identify opportunities.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Start-ups 124

Start-ups Customer Relationship Education Customer Retention 124

Execs In The Know

OCTOBER 7, 2022

You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. And what can organizations do to improve performance toward higher customer satisfaction and better overall results? It is an exciting time in our industry!

Scorecard 98

Scorecard Government Contact Center CX 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Social Media 116

Social Media B2B Customer Loyalty Start-ups 116

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. Managers know that call center workforce management matters.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Zendesk

OCTOBER 2, 2023

After Squarespace launched in 2004, its sole employee for several years was founder Anthony Casalena, who steadily built up his website building business by maintaining an intense focus on customer satisfaction and feedback. Now, almost two decades later, the publicly-traded company continues to place great importance on customer feedback.

Customer Feedback 64

Customer Feedback Customer Satisfaction AI 64

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. That makes it a challenging day for the tech industry, which still only sees 5% of leadership positions held by women !

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”.

Engineering 92

Engineering Sales Customer Experience 92

Inside Customer Service

DECEMBER 2, 2021

Their enthusiasm made it far easier to connect with customers and assist them. You might find them in sales, marketing, customer service, operations, or even finance. In other words, brand evangelists love you so much that they create more customers by sharing your story. Now, imagine that customer is also an employee.

Retail 261

Retail Social Media Finance Sales 261

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

The Customer Service Blog

DECEMBER 31, 2023

I invested in them because I thought that Royal Mail (now officially known as International Services PLC) was a company heading for success. This caused considerable harm to customers, and Royal Mail took insufficient steps to try and prevent this failure. What is the view of The Customer Service Blog? How wrong I was!

Government 75

Government Customer Service 75

VOZIQ

OCTOBER 17, 2023

Businesses are intricate, and so are the day-to-day operations critical to a company’s success. Stuck In The Present: Why Most Leaders Are Unprepared For The Next Wave Of Growth- Forbes Th e blog discuss es a critical issue in leadership. The post Best of Customer Intelligence- October Edition appeared first on VOZIQ AI.

Customer Retention 52

Customer Retention AI Compliance Innovation 52

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation? Why Automate?

Customer Service 59

Customer Service B2B AI Innovation 59

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Reorient Your Operating Model.

Touchpoint 96

Touchpoint Start-ups NPS CRM 96

Logicalware

FEBRUARY 20, 2024

In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. And that’s where customer journey orchestration comes into play. This can damage the customer experience.

Omnichannel 52

Omnichannel Social Media Touchpoint Start-ups 52

Execs In The Know

JANUARY 10, 2024

PHOENIX, January 11, 2024 — Global customer experience (CX) industry leader Execs In The Know is proud to announce the appointment of two new distinguished customer experience leaders to its esteemed Corporate Advisory Board for 2024. Alvin Stokes, Chief Customer Contact Officer, SmileDirectClub Carolyne M.

Innovation 52

Innovation Contact Center CX Customer Relationship 52

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. In retrospect, this was a wonderful CX lesson.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Zendesk

JULY 26, 2023

Known for its stellar customer service and arresting location in the United Kingdom’s capital, Liberty London might at first glance seem to be immune to change—but when the Covid epidemic struck, the business shifted to a “phygital” model. The [customer] recollection will be that the business did what it said it would do. “The

Retail 52

Retail E-commerce Start-ups Customer Service 52

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Touchpoint 116

Touchpoint B2B Customer Journey Map Social Media 116

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.

Sales 71

Sales Customer Relationship Customer Retention 71

Fonolo

MAY 10, 2023

Consider attending an industry event if you’d like to sharpen your management and customer service skills. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered! You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies.

Net Promoter Score 52

Net Promoter Score Customer Service Customer Satisfaction NPS 52