Intercom, Inc.

APRIL 30, 2020

Our new programs are designed to help all of us partner even more closely, so that together we can help businesses build better and more personal relationships with customers. The Intercom platform has long been available to anyone who wants to build powerful integrations with Intercom. Here’s how they work. Improve retention.

Sales 223

Sales Start-ups Customer Relationship Technology 223

Totango

OCTOBER 18, 2023

Totango, customer success software your business can’t outgrow, provides unlimited scalability and unmatched time to value that helps cross-functional enterprise teams drive productivity, retention, and expansion. That’s why many CEOs and executive boards are turning to customer success teams to be the drivers for business growth.

Customer Journey Map 103

Customer Journey Map Touchpoint Start-ups Business Growth 103

CX Accelerator

MARCH 14, 2019

How can we build even stronger teams capable of overcoming the barriers that have beaten us in the past? A team with a diverse set of skills is far more likely to overcome the barriers and experience long-term success. We'd highly encourage you to take the 16 personalities assessment and have your team do the same.

Customer Experience 369

Customer Experience CX Education Customer Experience Management 369

Intercom, Inc.

SEPTEMBER 6, 2022

Small changes are easier to build and faster to review, enabling us to deliver value to customers more quickly. Here, Aidan discusses our engineering principle “Build in small steps”. Mistakes happen on every team, in every company in the world. Building within complex systems is challenging. Managing complexity.

Engineering 138

Engineering Start-ups Gaming Sales 138

Intercom, Inc.

AUGUST 3, 2022

Crafting and tweaking these principles was instrumental to consistently building great products at scale. Today, they’re deeply embedded in our culture – the way we work, collaborate with each other, and, of course, build products. And that’s why we wanted to share them with you. This week, we’re exploring two more.

Engineering 118

Engineering Technology Technology 118

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Business Growth 101

Business Growth Customer Journey Map Gaming Sales 101

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical.

Sales 91

Sales Scorecard NPS Customer Acquisition 91

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 worked for a social network so we had to build something like that as well. We’ve found that our blog is one of the most effective ways to attract great people. Each pick one and start writing.

Start-ups 217

Start-ups 217

Totango

NOVEMBER 14, 2023

Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. This visibility allows you to address those issues before they become critical, ultimately aiding in building strong and loyal customer relationships.

Customer Relationship 96

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 96

Totango

JULY 11, 2023

Totango enables CS teams to drive outcomes quickly We recognize that in today’s challenging environment, most businesses are laser-focused on retaining and growing current clients, and they’re turning to their customer success teams to make it happen.

Customer Journey Map 83

Customer Journey Map Sports Innovation Touchpoint 83

ClientSuccess

DECEMBER 12, 2022

Read further on why this structure can be beneficial when building out your ClientSuccess team! Without such motivation, a base only compensation plan can cause apathy within the team; lacking rewards or consequences, CSMs will likely not strive to push past status quo. For more info on hiring and compensating CSMs, read here.

Sales 87

Sales NPS Business Growth Customer Satisfaction 87

Totango

OCTOBER 12, 2022

In this context, customer success departments are emerging as strategic leaders uniquely positioned to build a comprehensive journey that ensures customer needs and expectations are met at every stage. Continuing a trend from previous years, product management and operations teams emerged as key collaboration partners.

Sales 112

Sales Customer Retention Innovation Customer Experience 112

Intercom, Inc.

APRIL 6, 2020

Over the coming weeks, I, along with others on the team, will be selecting and sharing articles from the Inside Intercom archives that have proven helpful to our customers and visitors in the past. An early lightbulb moment for me personally when I moved to Intercom from a 150-year-old media company was the importance placed on team values.

Engineering 181

Engineering Entertainment 181

ClientSuccess

FEBRUARY 14, 2023

And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes. In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy.

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Intercom, Inc.

MAY 13, 2022

“As today’s customer is inundated with information, it’s important to build relationships with your potential customers through compelling and value-driven content “ Website blogs are another way of attracting leads, as are online coupons, free trials and demos, as well as product giveaways. .

B2C 118

B2C Social Media B2B Sales 118

Intercom, Inc.

DECEMBER 28, 2022

In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. When used right, they add richness to conversations, help emphasize an emotion, and build rapport with customers. Emojis are online communication gold.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Totango

APRIL 1, 2022

However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams. It is a place where team members from every department – from Customer Success to Marketing to Sales to Product and more – can effortlessly align, share, activate and show off customer campaigns and programs in real-time.

Customer Experience 120

Customer Experience Start-ups Sales 120

Totango

JANUARY 22, 2024

Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. Karen Budell, Chief Marketing Officer, Totango Generative AI will be an evolving partner for CS Businesses will depend on CS teams to drive revenue growth from the customer base.

AI 95

AI Engineering Business Growth Customer Acquisition 95

Totango

DECEMBER 20, 2023

These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers. I felt fully supported by the Totango implementation, data, and support teams. The onboarding experience was in-depth and thorough. Not a Totango customer just yet?

Business Operations 110

Business Operations Customer Satisfaction Sales Customer Service 110

Totango

APRIL 13, 2022

To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. This leads to improved collaboration between CS teams and clients, better responsiveness to change and enhanced client outcomes that are aligned with their goals. Start seeing value from day one.

AI 93

AI Start-ups Technology Technology 93

Totango

APRIL 4, 2024

Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion. Establishing a source of truth across teams.

Sales 90

Sales Start-ups Gaming Customer Satisfaction 90

Totango

APRIL 25, 2022

To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. You already know that the customer journey is essential to customer success, but mapping, building and executing an inspiring journey is no easy feat.

Start-ups 87

Start-ups Sales Customer Experience 87

Intercom, Inc.

MARCH 10, 2021

And when you work on multiple concurrent projects and across lots of teams, the risk of burnout isn’t just high, it can feel inevitable. Many individual contributors (such as researchers, visual designers, content strategists, data scientists) who work horizontally across teams can be viewed as an infinite resource.

245

245

Zendesk

NOVEMBER 29, 2023

As the manager of customer success for the world’s largest professional networking platform, LinkedIn , Erika Tabacniks knows a thing or two about the importance of work-life balance in ensuring team success. And in order to navigate the complexities of customer success, one must cultivate meaningful relationships on their teams.

Customer Relationship Management 52

Customer Relationship Management AI Customer Relationship Customer Service 52

Totango

MARCH 30, 2021

This was not sustainable for Wisr, so the company had to build and scale its customer success team virtually overnight. To quickly scale their customer success team, Wisr followed eight proven steps, which Christine explains in-depth in the webinar. 8 Steps for Scaling Customer Success. Start Scaling Today.

Start-ups 118

Start-ups Customer Loyalty 118

Totango

NOVEMBER 14, 2023

Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. This visibility allows you to address those issues before they become critical, ultimately aiding in building strong and loyal customer relationships.

Customer Relationship 62

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 62

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

APRIL 4, 2022

So here I’m going to describe my first two years here so you can get a sense of what engineering work at Intercom actually looks like – how do we approach problems, how do we collaborate, how do we build product, how do we treat one another. For my first year, I worked with the Billing team. Joining Intercom.

Engineering 118

Engineering Start-ups Technology Technology 118

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Organize your communication channels Nick Chang recognizes that it can be challenging to build a customer-centric framework. Curious about where we’re going next?

Customer Journey Map 81

Customer Journey Map NPS Touchpoint Start-ups 81

Intercom, Inc.

MARCH 15, 2018

They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. Will Larson has managed infrastructure teams for some of the biggest names in software. One of the blog posts was about this Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Totango

APRIL 8, 2022

This new tool from Totango is the first and only solution that enables you to visually design, build, run, measure and iterate on any customer journey in real time. Let’s take a deeper look at how Canvas can help make customer journey mapping a simpler and more efficient process for your team. Shouldn’t there be an easier way?

Customer Journey Map 98

Customer Journey Map Start-ups Customer Experience 98

Intercom, Inc.

DECEMBER 10, 2019

Our industry is in the midst of a big philosophical debate about the fundamental way of thinking about how we build our products, with the focus shifting from the outputs of what we build to the business outcomes generated by those outputs. Getting our teams to think more commercially. As we scaled, that had to change.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

Totango

FEBRUARY 23, 2023

Challenging economic times really put pressure on teams to retain revenue. Whether you have a CS operations team in place or are just getting started with a fraction of someone’s time, Chris and Taylor highlighted five elements of CS operations success. Is the CS team able to support more revenue with less people or fewer resources?

Net Promoter Score 85

Net Promoter Score NPS Touchpoint Technology 85

Provide Support

MARCH 30, 2020

10 Tips for Building your Remote Team and Providing Safe Online Support. This in turns leads to the increasing demand for virtual communication not only with customers but also among team members who start working remotely. Published in Provide Support Blog , 2020. Read more. © 2003 - 2017 Provide Support LLC.

Customer Service 70

Customer Service 70

Totango

FEBRUARY 23, 2024

Both your pre- and post-sale teams should know the answer to: “What is my customer’s business outcome?” “If If we think about the flywheel from a people and process perspective, what I think works really well is having your teams focused on their customer’s desired outcome, business goal, and strategic achievement. “If

Customer Acquisition 93

Customer Acquisition Sales CRM Innovation 93

Totango

NOVEMBER 1, 2021

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Need help leading your CS team? 5 Key Takeaways. Get started for free today! .

100

100

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