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. We’ll also highlight essential tools for a successful hyper-personalization strategy.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Deliver Value First.

Engineering 82

Engineering Start-ups Sales Customer Experience Management 82

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

Totango

JUNE 15, 2022

You always want to provide a positive, nurturing experience for your customers through every step of their journey. When this happens, it’s critical to figure out a resolution that not only addresses the overall problem, but deepens your customer relationship in the long term. Escalation vs. Risk: What’s the Difference?

Customer Relationship 81

Customer Relationship Scorecard Customer Experience 81

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

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.

Education 65

Education Start-ups Engineering Customer Loyalty 65

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

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 90

Start-ups 90

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Sales 87

Sales NPS Business Growth Customer Satisfaction 87

Totango

MARCH 25, 2021

No one knew what the “new normal” meant for the market, industry, businesses, or customers. As protecting and growing customers became the number one priority, businesses looked to technology to help them adapt to the rapidly changing circumstances and stay close to their customers while remaining socially distanced.

Real Estate 62

Real Estate Hospitality Hospitality NPS 62

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

B2B 65

B2B Technology Technology Sales 65

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. Employee Satisfaction vs. Employee Engagement Employee satisfaction and employee engagement are related concepts but are not exactly the same.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Totango

JUNE 28, 2021

Limited customer support. Freemium Strategy vs. Free Trial Strategy. A key to motivating freemium users to upgrade is providing a satisfying experience of your free product marked by smooth onboarding, high engagement, and minimal support issues. Limits on the number of users. Limited storage space.

Technology 89

Technology Technology Sales Customer Experience 89

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

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 71

Start-ups 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

Totango

OCTOBER 20, 2020

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.

Customer Experience 84

Customer Experience Net Promoter Score NPS Education 84

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

MattsenKumar

FEBRUARY 3, 2023

Since stakeholders and investors constantly want to see quantifiable proof of a company’s success, marketing KPIs are also crucial for communicating with leadership. Modern marketers must be ready to adjust their measuring strategies as needed to support their unique (and frequently changing) aims and demonstrate their performance.

Omnichannel 52

Omnichannel Social Media Sales Technology 52

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. How many employees support digital engagement at Aruba?

Customer Journey Map 110

Customer Journey Map Touchpoint Start-ups Engineering 110

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

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

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. Sameness Is the Enemy of Success.

CRM 49

CRM Manufacturing Gaming Engineering 49

Callminer

AUGUST 1, 2017

He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. It ties up lines and makes the whole center fall behind. Alex Tebbs.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Fonolo

APRIL 24, 2018

About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

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

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. How many employees support digital engagement at Aruba?

Customer Journey Map 84

Customer Journey Map Touchpoint Start-ups Engineering 84

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

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. lose it and fight with the customer…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. Local vs. Global. I fully agree that successful deployments of AI-powered bots are happening.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

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. How many employees support digital engagement at Aruba?

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

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. Because the ability to embrace and learn from (inevitable) failure can be a game-changer when it comes to achieving success. Customer experience leaders know how put those failures to work.

Gaming 94

Gaming Voice of the Customer Innovation Customer-Centric Organization 94

Fonolo

APRIL 24, 2018

About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Contact Center 57

Contact Center Social Media Start-ups Customer Service 57

Intercom, Inc.

OCTOBER 5, 2022

But it wasn’t until 2017 that her love for coaching led her to co-found Wherewithall , a knowledge service to help managers hone their skills to better support their teams. When should you empower and coach your team vs give them specific instructions on what needs to be done? What does good, actionable feedback look like?

Engineering 118

Engineering Gaming 118

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. . After all, they are largely responsible for your customers’ brand experience when they contact you.

Contact Center 52

Contact Center CX Start-ups Finance 52

Intercom, Inc.

MARCH 15, 2018

Partnering with the Infrastructure, Data and Developer Productivity teams, his group builds the tools that support every Stripe engineer and keep Stripe reliable and performant. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. I was at Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214