Totango

DECEMBER 7, 2023

In Part 1 of our “Harmonizing the Hustle between sales and customer success” podcast series with the Customer Success Collective, Chris Dishman , SVP of Global Customer Success at Totango, drilled into the unique ability CS has in aligning cross-functional partners—sales, product, and marketing—to the opportunities that can drive customer value.

Sales 89

Sales Scorecard NPS Customer Acquisition 89

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. When you think of essential CX skills, which ones come to mind for you?

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Totango

NOVEMBER 8, 2023

By integrating real-time product usage data like pageviews, clicks, and more into Totango’s 360-degree account profile, businesses can more accurately analyze and understand the health of their customers, giving CS teams the insight needed to drive expansion opportunities and reduce churn , ultimately leading to an increase in net revenue retention.

Finance 91

Finance Customer Retention Sales Technology 91

Totango

NOVEMBER 16, 2023

These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. I’ve been waiting over a year for this Gmail + Totango integration… It works like a charm and makes things SO MUCH EASIER.

Outlook 107

Outlook Touchpoint CX Customer Experience 107

Totango

MARCH 8, 2022

Providing CS training opportunities. Posting job opportunities. Support CS managers with information and advice from the community. Giving CS companies promotional opportunities to position their brands as thought leaders, generate leads, and plug software products (within the limits of the community’s policies on promotions).

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

Totango

JANUARY 3, 2024

With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio , engage with customers when and where it matters, monitor and improve the metrics that matter , and scale CS faster with the power of people + AI.

Business Growth 111

Business Growth Innovation AI Start-ups 111

Totango

JULY 29, 2022

In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Let’s take a look at how you can more effectively expand your customer base through proactively pursuing renewal and upsell opportunities. Current quarter growth opportunities.

Scorecard 111

Scorecard Start-ups Customer Experience 111

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Health scoring : Users value the proactive management of customer success through health scores, allowing them to stay ahead and ensure product success.

Business Operations 108

Business Operations Customer Satisfaction Sales Customer Service 108

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Immediate feedback is particularly effective as it provides agents with the opportunity to improve their actions in real-time.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

Totango

JULY 11, 2023

This is enabling us to manage organizational planning around our customer segments, and even innovate on our theory of the customer and customer journey segmentation.” You can see more about our latest features and customer stories in our recent webinars and on our blog. ” — Juan G., ” — Juan G.,

Customer Journey Map 82

Customer Journey Map Sports Innovation Touchpoint 82

Uniphore

DECEMBER 7, 2021

Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. CX leaders understand that challenges will make this shopping season unique once again; but those who will thrive during the holidays possess an edge—the ability to see opportunity. You can unsubscribe anytime.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . Surely, you’d leave or seek opportunities elsewhere. He’s right!

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. So if you’re looking for answers on how best to manage customer renewals, then read on! So, which renewal ownership model is best for your organization?

Sales 71

Sales Customer Relationship Customer Retention 71

Totango

SEPTEMBER 22, 2023

Driving enterprise transformation with expertise Change management is a critical activity for any enterprise on the path to long-term growth, especially as new functions, cross-functional teams and goals are established.

Outlook 113

Outlook Innovation Omnichannel Education 113

Execs In The Know

NOVEMBER 22, 2022

And more importantly, how can you capture this incredible opportunity before your competitors do? 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

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Intercom, Inc.

MARCH 15, 2018

Will Larson has managed infrastructure teams for some of the biggest names in software. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. One of the blog posts was about this Yahoo! product called Yahoo! It was a miracle.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Totango

NOVEMBER 1, 2021

Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices. Totango makes customer success team management a breeze with a wide variety of ready-built tools and solutions, like customer success dashboards, templates, playbooks and campaigns.

98

98

VOZIQ

OCTOBER 17, 2023

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. It highlights how m ost leaders are too focused on current operations and are unprepared for future growth opportunities.

Customer Retention 52

Customer Retention AI Compliance Innovation 52

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise. Invest in communication skills training for your team.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

MattsenKumar

OCTOBER 12, 2023

Third-party vendors and service providers can manage client requests, policies, and brand voices for quality customer satisfaction. Our blog post discusses outsourcing customer service to meet modern expectations. It helps with inventory management, vendor management, and streamlining processes, resulting in significant savings.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Totango

JUNE 21, 2023

Advanced by the acquisition and integration of Lou, a digital adoption tool, Totango In-App will allow enterprise businesses to deliver compelling in-product experiences to their users even as they manage the broader customer journey with the Totango platform.

Customer Satisfaction 83

Customer Satisfaction Sales 83

SurveySensum

FEBRUARY 27, 2024

However, employee satisfaction isn’t just about creating happy employees – it encompasses a complex interplay of factors, including job fulfillment, work-life balance, opportunities for growth, recognition, and a supportive company culture. Your team members are buzzing with energy, and you feel a surge of creativity and motivation.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Intercom, Inc.

FEBRUARY 5, 2018

A few years ago I came out of a meeting with my product manager where we talked about the next feature we should build. We’ve found that our blog is one of the most effective ways to attract great people. But now I’m the one writing a blog post in the hope that it’ll get noticed by someone who shares our values.

Start-ups 217

Start-ups 217

Fonolo

MAY 10, 2023

Consider attending an industry event if you’d like to sharpen your management and customer service skills. Our conferences and events page offers a comprehensive listing – and in this blog, we’ll take a closer look at three noteworthy events happening in 2023. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. Each customer interaction is an opportunity to solve a problem and provide extra value, but too many employees let this opportunity slip past.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. Similarly, industry-specific or role-specific posts that are re-posted can provide some exposure and opportunities for team members to collaborate on ideas. .

Start-ups 101

Start-ups Customer Loyalty Customer Satisfaction Sales 101

Comm100

DECEMBER 12, 2023

While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co.,

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

Totango

OCTOBER 18, 2023

From managing onboarding projects to maximizing team productivity or driving community engagement—as with our new Higher Logic partnership—we provide dozens of out-of-the-box SuccessBLOCs to fit businesses’ often changing and growing needs. If you missed Totango Live!,

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs. Do Your Homework for the Interview.

Start-ups 102

Start-ups Social Media Engineering Education 102

Intercom, Inc.

DECEMBER 1, 2021

As a sales manager, the most impactful thing you can do is coach your team. Study any sales coaching blog, podcast, or book and you’ll find plenty of advice on the best ways to coach your sales reps: join their calls, listen to recordings, apply a framework … the list goes on. Closing roles need email coaching too. G ood looks like.

Sales 118

Sales CRM Construction Start-ups 118

Execs In The Know

NOVEMBER 1, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. General Manager, Vendor Relationship. The objective is not just to get better in real time, but to also prepare for that next promotion or other growth opportunity.

Construction 98

Construction Innovation Customer Service Customer Experience 98

Intercom, Inc.

SEPTEMBER 1, 2021

Product marketing looks different in every company, but one common trend is that many product marketing managers (PMMs) feel undervalued. Product strategy: Partner closely with product to influence the product strategy and roadmap, closing gaps and capitalizing on opportunities. This isn’t always the case across the industry.

Start-ups 138

Start-ups Sales Gaming 138

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. That’s when you can get more creative in solving problems.”

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Totango

NOVEMBER 1, 2021

Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices. Totango makes customer success team management a breeze with a wide variety of ready-built tools and solutions, like customer success dashboards, templates, playbooks and campaigns.

85

85

Beyond Philosophy

MAY 7, 2021

Take advantage of opportunities for improvement associated with regular business expenses. Menus are an excellent opportunity to apply behavioral science concepts, and you have to reprint them anyway, so using new ideas to redesign here is not an additional expense. This mailer could be another opportunity to try something new.

Customer Experience 178

Customer Experience Start-ups Customer Relationship Management Customer Relationship 178