Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Investing in, and effectively managing, customer success is vital to ensuring the long-term stability and growth of your enterprise.

NPS 78

NPS Sports Customer Retention Sales 78

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Download Customer Success Compensation Models Image.

NPS 111

NPS Sales Start-ups Business Growth 111

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? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Journey Map 110

Customer Journey Map Touchpoint Start-ups Engineering 110

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 115

Innovation NPS Touchpoint Start-ups 115

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Scorecard 79

Scorecard NPS Gaming Sales 79

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? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Journey Map 84

Customer Journey Map Touchpoint Start-ups Engineering 84

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

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

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? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

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. Being on the CSM frontline allows us to directly influence the success of our clients. From : Cole Sanders, Sr Customer Success Manager.

Touchpoint 45

Touchpoint Education 45

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

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 Engagement.

Invoicing 59

Invoicing Net Promoter Score NPS Touchpoint 59

Zendesk

JANUARY 18, 2022

Most businesses strategize sales through the eyes of the customer. What do customers want? How do we make customers happy? These are all worthwhile questions—and the customer is certainly important—but no company can help their customers if they have internal issues in serious need of fixing. S&OP process.

Finance 52

Finance Sales Non-Profits CRM 52

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. Being on the CSM frontline allows us to directly influence the success of our clients.

Start-ups 48

Start-ups Customer Experience 48

Beyond Philosophy

OCTOBER 31, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.” But when the stakes increased to $150 to win vs. $50, the majority would take the bet.

Customer Experience 152

Customer Experience CEM Finance Government 152

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. But when the stakes increased to $150 to win vs. $50, the majority would take the bet.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Finance 140

SugarCRM

JUNE 8, 2023

In this article, we’ll discuss how SugarCRM’s sales automation and measuring capabilities can contribute to a successful journey as a sales leader. Challenges Faced By Sales Managers Like all managers, sales managers must find the balance between fostering a positive work environment that encourages growth and development.

Sales 26

Sales CRM Start-ups Business Operations 26

Execs In The Know

OCTOBER 20, 2022

Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. . Managers are leaned-in and invested . In a recent survey of American workers, 81% of respondents said they want to quit because of their manager.

Contact Center 52

Contact Center CX Start-ups Finance 52

PeopleMetrics

APRIL 4, 2017

Failure to Launch vs. Failure to Learn. Here in Silicon Valley, failure is the foundation upon which many successes are built. The more visible or impactful the failure is, the greater the chance that those involved – often leaders or managers – engage in fault-finding rather than fact-finding. This is a huge mistake.

Gaming 94

Gaming Voice of the Customer Innovation Customer-Centric Organization 94

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Success = Outcomes.

B2B 40

B2B VOC B2C Start-ups 40

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. For example, they may deliberately provide poor customer service to hurt the company’s revenue. Employee Well-Being Engaged employees are able to manage challenging tasks and situations effectively. If yes, we have great news for you.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

ClientSuccess

MARCH 7, 2017

Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire. Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire , Founder, FT Works. Francoise’s entire career has been under the umbrella of Customer Success. About Francoise and Her Team.

Finance 40

Finance Start-ups Sales 40

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. Where to Start. Social Media Training Options.

Social Media 45

Social Media Social Listening Start-ups Legal 45

Intercom, Inc.

JANUARY 12, 2021

So when it comes to building your technical strategy, you need to assess each component in relation to what success will look like for your business. They’re based on my experiences working in technology, the practical application of methods in varied use cases, and speaking with peers about their strategies and successes.

Engineering 269

Engineering ML Technology Technology 269

Hodusoft

JANUARY 1, 2024

There has been a rise in the demand for self-service options, catering to customer preferences. Contact centers have been instrumental in offering personalized services without the need for customers to visit the branch. The modern banking industry does not rely completely on physical branches. It offers a similar suite of services.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

Hodusoft

JANUARY 1, 2024

In this blog, we will delve into the importance of virtual banking and the role of IP PBX Software in streamlining remote financial services. Traditional Banking Vs. Digital Banking Traditional Banking Digital Banking Definition A traditional bank branch is a physical location where customers conduct financial transactions.

Finance 52

Finance Compliance Artificial Intelligence ML 52

Intercom, Inc.

NOVEMBER 30, 2022

If you are a B2B SaaS company, 2021 saw your valuation increase massively, which probably saw your bank balance increase, and the exact same was true for your current customers. So both you and all your customers had more money and growth ambition than ever, and every day there were lots more customers being born. Great, right?

Engineering 151

Engineering E-commerce Start-ups B2B 151

ProProfs

MAY 24, 2022

This blog will closely look at what an internal assessment is, internal assessment methods, advantages, tips to conduct internal assessment, and the main differences between internal assessments and external assessments. Accountant Skills Assessment. Performance Management Skills Assessment. Logical Reasoning Assessment.

Start-ups 52

Start-ups Sales Construction Engineering 52

Intercom, Inc.

JULY 25, 2018

Your early hires will strongly influence the success of your company. Beware of the epidemic of collaboration, common management mistakes and dysfunctional teams. Beware of the epidemic of collaboration, common management mistakes and dysfunctional teams. Managing performance is one of the hardest things to do.

Start-ups 152

Start-ups Engineering 152

Totango

AUGUST 18, 2020

The same theory applies to good customer success. That knowledge gives you the power to settle the low-touch vs. high-touch debate in favor of whichever method better leverages your resources toward generating growth for your customer and yourself. Low-Touch Vs. High-Touch: What Is the Difference?

B2B 64

B2B Start-ups Education Sales 64

Totango

JUNE 15, 2021

What is a Customer Health Score? . A customer’s health score can be composed of all the information the company has about the customer, from all probes, people, and systems, past and current. When a customer is marked as red, there is something wrong that requires immediate attention. I’m sure you get the point.

Scorecard 92

Scorecard Start-ups Customer Satisfaction 92

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 65

Customer Journey Map Net Promoter Score Customer Retention Sales 65

ClientSuccess

NOVEMBER 1, 2018

As customer success professionals, we often ask ourselves “Is this what I should be spending my time on?” With so many competing priorities and KPIs, every single decision must be strategic and focused to keep your team and your customers on the right track. Combating Customer Churn vs Growing Customers.

NPS 61

NPS Start-ups Sales 61

Zendesk

DECEMBER 1, 2020

Digital transformation was already vital to surviving in the ever-evolving digital economy and meeting the ever-increasing customer expectations it generates. But how to do it well often is—especially transformation supporting greater customer-centricity. Digital transformation and customer experience. That’s table stakes.

AI 98

AI Technology Technology Artificial Intelligence 98

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Intercom, Inc.

JULY 4, 2018

Below you can watch me deliver that talk in London’s Roundhouse, or read on for a written account. At a glimpse, this actually makes sense – if customers are willing to shell out cash, surely that’s a great way to ensure you build only valuable stuff. All you need to worry about is building something customers love.

Gambling 191

Gambling Start-ups Innovation Sales 191

Totango

OCTOBER 14, 2017

Customer Health Score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow or red. It is a consolidation of all the information the company has about the customer, from all probes, people and systems, past and current. Expressiveness of Customer Health.

Start-ups 100

Start-ups Customer Journey Map 100