CX Accelerator

AUGUST 19, 2019

what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. And this is both as a whole, as well as within specific departments responsible for different parts of the customer journey.

CX 182

CX Customer Journey Map Touchpoint VOC 182

Totango

APRIL 18, 2023

As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen.

Innovation 98

Innovation AI Engineering Sales 98

Kerry Bodine

DECEMBER 30, 2020

Because as it turns out, customer experience is even more important during a pandemic than it ever was before. Number 9: 5 Steps To Mapping The Customer Journey. Over the past several years, we’ve refined our approach to journey mapping. Number 8: The Customer Journey DOES NOT EQUAL The Customer Lifecycle.

Customer Experience 90

Customer Experience Customer Journey Map Touchpoint Start-ups 90

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Customer Journey Map 76

Customer Journey Map Net Promoter Score B2B Social Media 76

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B ML CRM Customer Relationship Management 91

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Data is the lifeblood of a digital customer success program. The customer journey is not linear.

Customer Journey Map 95

Customer Journey Map Start-ups Technology Technology 95

CX Accelerator

JUNE 27, 2018

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. This post will explore the innovative principles of CX design used by Vanderbilt from which we can all benefit! How does Vanderbilt design a patient experience capable of so much?

Hospitality 140

Hospitality Hospitality CX Gaming 140

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. We’ve all been there. But fear not! Why Launch Survey?

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Acquisition 62

Customer Acquisition Healthcare Customer Journey Map Start-ups 62

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journey Map Social Media Net Promoter Score 99

Totango

SEPTEMBER 1, 2022

This helps to ensure that your product delivers the value your client expects while underscoring the value your client is receiving, laying the groundwork for subscription renewal by satisfied customers. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. What Is a QBR in SaaS?

Customer Journey Map 97

Customer Journey Map Artificial Intelligence Net Promoter Score AI 97

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 96

Innovation Government Customer Journey Map Technology 96

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. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs. What is empathy?

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. We’ll highlight its direct relevance to revenue and its other compelling benefits. Use these tips to increase your customer retention rate and maximize your repeat business revenue. Why is it important?

Customer Retention 74

Customer Retention Net Promoter Score Education Customer Feedback 74

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

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Guiding customers through how to use basic features.

Customer Journey Map 92

Customer Journey Map Close the Loop Start-ups Technology 92

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. of their share of deposits.

Customer Experience 76

Customer Experience Omnichannel Social Media Touchpoint 76

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

E-commerce 92

E-commerce Customer Journey Map Sales Technology 92

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

TeamSupport

NOVEMBER 10, 2020

“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. This blog series highlights excerpts from four key concepts for using services to retain and grow recurring revenue. value of relationships.

B2B 59

B2B Sales Education Business Operations 59

Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . So, it’s important to use your underlying data so that you know what the customers are doing, where they are in their journey and what they need at that time. How do you measure engagement rate?

E-commerce 117

E-commerce Sales Technology Technology 117

Totango

AUGUST 5, 2022

Asking the right questions is key to effectively using this powerful customer success tool. Information about the client’s products and services, features, and benefits. A client onboarding questionnaire can help you: Make a smooth handoff between your sales team and your customer success team. Establish client expectations.

B2B 83

B2B Customer Journey Map Sales Start-ups 83

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program? of the changes you propose.

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

SurveySensum

FEBRUARY 24, 2023

In today’s competitive market, customer satisfaction is crucial for businesses to succeed. After all, the longer you keep your customers satisfied, the more likely they are to stay loyal to your brand and continue to invest in your products. Ready to take your customer satisfaction to the next level?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

Ameyo Callversations

MARCH 29, 2022

Businesses across industries have been focusing on personalized customer service. Yet, personalization has multiple facets when it comes to the customers. Some are motivated to engage with your communication with as little as their name, while others might need extra persuasions such as customized offers or special discounts.

Customer Service 52

Customer Service Omnichannel Customer Journey Map Touchpoint 52

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Voice of the Customer 155

Voice of the Customer Start-ups Sales Customer Feedback 155

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. At Lumoa, we believe that it’s only the beginning.

Text Analytics 109

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 109

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Send automated reports to showcase benefits of utilization. Customer service managers. Here’s how to plan an effective stakeholder management strategy and track your performance. How Do You Optimize Stakeholder Engagement? Chief technology officers.

Net Promoter Score 84

Net Promoter Score Customer Journey Map Legal Social Media 84

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

CX Journey

JULY 23, 2015

Image courtesy of Caston Corporate Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on February 19, 2015. Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times? And for employees.

Touchpoint 67

Touchpoint Customer Experience Management Customer Experience 67

Kerry Bodine

JANUARY 16, 2020

This has a number of benefits such as identifying better ways of working and gaining buy-in for changes to employee roles and processes. Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. If the client liked what we did, great!

Education 71

Education Business Consulting Touchpoint Engineering 71

Zendesk

JUNE 29, 2022

In this article, we’ll help clarify that journey as we reveal our key tips for successful lead conversion. Lead conversion is the process of turning a lead into a customer. Once a potential customer visits your website and offers their contact information, they leave the generation stage and enter the conversion stage.

Social Media 98

Social Media Sales Start-ups CRM 98

Totango

SEPTEMBER 17, 2021

It also gives you an opportunity to deliver them a data-driven, customized experience and demonstrate how your product meets their individual needs. The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product?

Customer Journey Map 74

Customer Journey Map Sales Customer Loyalty Social Media 74

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. In the past couple of years, more organizations have been listening to their Customers. And guess what?

VOE 148

VOE VOC CX CEM 148