SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? However, a common pitfall in the feedback process is the failure to act on gathered insights, rendering valuable data unused. Here’s what I do: Step 1: Segment responses. Step 2: Identify trends. How to analyze it?

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Totango

FEBRUARY 23, 2024

On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn. Both your pre- and post-sale teams should know the answer to: “What is my customer’s business outcome?” “If

Customer Acquisition 92

Customer Acquisition Sales CRM Innovation 92

Comm100

APRIL 22, 2024

This can directly lead to improved customer satisfaction, increased sales, and more repeat business. 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.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

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. Why are emails crucial to closing the deal?

Sales 118

Sales CRM Construction Start-ups 118

ClientSuccess

DECEMBER 19, 2022

Playbooks consist of a series of actions, next steps, and tactical items that can be used to help customers achieve their goals or objectives in a scalable manner. Creating these playbooks allows CSMs to build repeatable processes that can help them to do more for their customers.

Education 72

Education Customer Relationship Sales Customer Service 72

Zendesk

JUNE 11, 2021

The concept of a “sales funnel” is a little misleading. But not every lead that enters the top of your sales funnel will come out the other end as a customer—there’s bound to be some pretty significant spillage along the way. That doesn’t mean your sales and marketing teams should settle for a slow drip of conversions, though.

Sales 86

Sales Social Media B2B CRM 86

SurveySensum

JANUARY 26, 2024

Understanding these journeys is not just about mapping out the steps a customer takes – it’s about delving into the emotions, expectations, and challenges they face along the way. Develop content like how-to videos, tutorials, guides, etc that help customers in their decision-making process. What is a Customer Journey?

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Totango

MARCH 21, 2023

Enter customer success operations: a data-driven process that helps organizations understand how their initiative performance impacts key business results – ultimately safeguarding revenue for long-term growth. Be sure to check out our recent blog from Customer Success Festival in Austin, 5 Tips to Supercharge your CS Operations Playbook.

Customer Journey Map 81

Customer Journey Map NPS Touchpoint Start-ups 81

TeamSupport

JANUARY 22, 2024

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. In the realm of customer service, it involves streamlining processes, reducing manual effort, and leveraging tools to enhance operational efficiency.

Customer Service 59

Customer Service B2B AI Innovation 59

Intercom, Inc.

JULY 31, 2019

Here’s an in-depth look at how chatbots can be used to engage visitors browsing on your website and turn them into leads for your sales team. Chatbots can quickly gather qualification details for your sales team. Send high-intent leads directly to sales. The answer will determine the segmentation to add in the steps below.

Sales 177

Sales Start-ups Engineering Technology 177

Intercom, Inc.

SEPTEMBER 6, 2022

At Intercom, we deliver complex changes in a series of small, controlled, easy-to-understand steps. Here, Aidan discusses our engineering principle “Build in small steps”. By shrinking the size of each step, we tighten the feedback loop and set ourselves up to learn and adjust much faster if we need to. Managing complexity.

Engineering 138

Engineering Start-ups Gaming Sales 138

Intercom

NOVEMBER 29, 2023

If you’re considering a platform change, follow these steps to ensure a successful transition for your customers, team, and company. Step 1: Identify why you want to switch What’s making you consider switching tools? Does the new tool meet the pull factors I’ve identified in the last step?

Customer Service 89

Customer Service AI Start-ups Innovation 89

Totango

SEPTEMBER 22, 2023

And, CS has the technology and customer data to feed product, sales, and marketing with the integrated insights to drive innovation forward. In today’s dynamic business landscape, change is inevitable, and we want to ensure that our customers navigate these changes effectively, turning any obstacle into a stepping stone for success.

Outlook 114

Outlook Innovation Omnichannel Education 114

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . Escalating Commitment into a Sale. There are ways to overcome these habits.

Start-ups 179

Start-ups Sales Manufacturing Customer Loyalty 179

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. First, we’ll review the onboarding process and why it’s crucial. Then, we’ll go over what should be covered in your onboarding process and provide you with a comprehensive checklist on what to include. What Is the Client Onboarding Process?

Customer Journey Map 93

Customer Journey Map Close the Loop Start-ups Technology 93

VOZIQ

FEBRUARY 3, 2021

It’s the insights (about customers, partners, processes, and operations) that drive your business forward. The pandemic also exposed gaping holes in customer service technologies and processes. 6 Steps to Successful Customer Onboarding, a Critical CX Activity that Most Companies Fail. How to Gain CX Insights that Matter.

Customer Retention 98

Customer Retention Manufacturing Touchpoint Education 98

Totango

APRIL 18, 2023

In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. But getting to the right information can also require manual processing or programming time to develop the right codes. This is the moment for CS to shine.

Innovation 99

Innovation AI Engineering Sales 99

Intercom, Inc.

JANUARY 30, 2019

We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. Automating our sales and marketing. On our pricing page , the bot triggers almost immediately and offers assistance with choosing a plan or connecting with a sales rep. Maybe you wonder if we practice what we preach ??.

Sales 117

Sales Start-ups Customer Satisfaction Technology 117

Totango

JULY 31, 2020

The more streamlined the process, the more positive the experience will be—and the more motivated your customers will be to stick around for the long run. There are four ways to speed up the process of onboarding and make sure your customers have a gratifying, successful experience. What Difference Does a Fast Onboarding Process Make?

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

Totango

OCTOBER 13, 2021

While it may be tempting to make the downgrading process difficult on the assumption that this will discourage downgrades, the fact is that inconveniencing a customer who is already dissatisfied enough to downgrade can make them irritated or even hostile, hurting your chances of getting them to reverse their downgrade decision.

Start-ups 103

Start-ups Sales Customer Experience Customer Service 103

Totango

FEBRUARY 11, 2022

Then, we’ll walk you through three steps for creating a solid customer experience strategy. This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase. Three Steps to Create a Flawless B2B Customer Experience Strategy.

B2B 108

B2B B2C Customer Experience Net Promoter Score 108

Zendesk

APRIL 18, 2022

It’s no different for sales and marketing teams when sourcing leads. While you’re not sharing your work with a professor these days, your sales reps need to know where and how leads had first contact with your company. Blog articles. For one thing, understanding how a lead has found you aids in successful sales prospecting.

Social Media 98

Social Media CRM B2B B2C 98

Intercom, Inc.

SEPTEMBER 1, 2021

When I joined Intercom five years ago, I was thrilled with how closely PMM partnered with the product and sales teams. Involve PMM in the entire product process (or: it’s not all about launches). Go-to-market strategy: Define strategy for marketing new and existing products, collaborating with sales and marketing to execute.

Start-ups 138

Start-ups Sales Gaming 138

SugarCRM

FEBRUARY 1, 2024

According to a recent report by McKinsey Digital , about 52% of the value that Gen AI could deliver applies to customer operations, marketing, and sales. At Sugar, we recently announced that Generative AI is part of our solutions and products , ranging from Sales Automation to Marketing and Service. Access Ready-Made Call Scripts.

AI 29

AI Sales CRM Innovation 29

Intercom, Inc.

FEBRUARY 25, 2021

It’s not a sales funnel or buyer’s lifecycle; it’s a process in which you illustrate the steps customers take in each interaction with your company until their problem is solved. Out of this process, you get valuable information about gaps in your journey, and about which steps might need improving.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Intercom, Inc.

NOVEMBER 20, 2018

In the early stages of most SaaS startups’ lives, the CEO or founder often acts as the initial head of sales. She knows the process, what works, what doesn’t. Despite that value, however, there’s a drawback – a lack of formal sales training and sales process can seriously undermine those initial efforts.

Sales 178

Sales B2B Start-ups Education 178

Totango

MARCH 25, 2022

Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. Having your design systems separate from your run systems means that the design stage of your customer journey is disconnected from the rest of the process. Does this sound familiar to you? Enter Canvas.

Customer Experience 97

Customer Experience Customer Journey Map Finance Start-ups 97

SurveySensum

JANUARY 24, 2024

So, what strategies did Alice adopt to streamline this process? Put Everything in One Place Talk to Your Product Team and Prioritize the Feature Talk to the Sales and Marketing Team Keep the Communication with the Customer Open Learn to say NO Implementing a Feedback Loop Monitoring and Iterating Conclusion What is a Feature Request?

Sales 52

Sales Customer Feedback Start-ups CX 52

Intercom, Inc.

DECEMBER 10, 2019

To fully understand what such a change in thinking requires, we’ve realized that it’s important to understand what we call the “product impact framework” – the steps of cause and effect that culminate in positive outcomes for the business. Context: where we’ve come from in trying to move to outcomes. First some context.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

Hodusoft

SEPTEMBER 16, 2022

PBX auto provisioning enables a business to jump through a lengthy process of adjusting service and users. A business can save time on a series of steps to modify their user settings with automatic IP phone provisioning. This blog will unveil how your business can leverage PBX auto provisioning to drive efficiency.

Business Operations 98

Business Operations Omnichannel Engineering Sales 98

Totango

NOVEMBER 18, 2020

Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on. Digitizing the onboarding process makes it repeatable, scalable, and easily accessible. A digital onboarding process helps do this by decreasing onboarding time. .

Close the Loop 78

Close the Loop NPS Customer Feedback Customer Retention 78

Totango

AUGUST 5, 2022

Client onboarding questionnaires are usually administered shortly after the client becomes a paying client or, in some cases, during a sales discovery session. A client onboarding questionnaire can help you: Make a smooth handoff between your sales team and your customer success team.

B2B 84

B2B Customer Journey Map Sales Start-ups 84

Totango

APRIL 12, 2022

The customer focus is driving a shift in the old pre-sale vs post-sale mindset. Rather than looking at the stages of the journey individually, it’s important to step back and look at the customer journey holistically to see how the actions of the customer success organization are working to improve the overall customer experience.

Engineering 83

Engineering Start-ups Sales Customer Experience Management 83

Totango

DECEMBER 6, 2021

Older approaches viewed the customer journey from the perspective of the seller, visualizing the customer experience as a linear progression toward sales conversion using the image of a funnel channeling prospects toward sales.

E-commerce 93

E-commerce Customer Journey Map Sales Technology 93

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Persuasion Skills.

Social Media 91

Social Media Sales Start-ups Customer Relationship Management 91

Totango

MARCH 26, 2021

At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales. Conversion.

Net Promoter Score 66

Net Promoter Score Social Media Education Sales 66

Aquire

JULY 6, 2021

There’s a whole load of other steps to go through before committing to a purchase. 6 Steps to building a customer journey map. Here are five steps to help you create your journey map. As mentioned previously, your precise customer journey map will depend on your business’ exact processes. Build out the journey stages.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116