Totango

JANUARY 3, 2024

showcasing, in our opinion, our strength of strategy and product offering for enterprise businesses. showcasing, in our opinion, our strength of strategy and product offering for enterprise businesses. These behaviors will guide our strategy as we continue to evolve and innovate.

Business Growth 115

Business Growth Innovation AI Start-ups 115

Comm100

MARCH 6, 2024

And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution.

AI 94

AI Customer Service Sales Customer Satisfaction 94

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals.

NPS 118

NPS Customer Experience 118

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? Adoption of advanced product features.

Customer Journey Map 78

Customer Journey Map Net Promoter Score B2B Social Media 78

Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. We’ll define what a freemium strategy is. We’ll contrast it with the similar-sounding but distinct concept of a free trial strategy. What Is a Freemium Strategy? Limits on the number of users.

Technology 92

Technology Technology Sales Customer Experience 92

Totango

AUGUST 23, 2022

In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Blog content. What Are B2B Customer Journey Touchpoints?

Touchpoint 118

Touchpoint B2B Customer Journey Map Social Media 118

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. This blog explores the decline of public trust in government, backed by data from the U.S.,

Government 78

Government Social Media Artificial Intelligence Legal 78

ClientSuccess

FEBRUARY 8, 2023

ARPU : the average revenue per user (ARPU) looks at the total revenue your customers are bringing in averaged out across all of your customers. Number of active users : once a customer is live and using your product or service, measure the total number of active users to stay on top of any dips or increases in logins.

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

Totango

SEPTEMBER 22, 2020

Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. This timely customer data is what gives your product adoption strategy its precision.

NPS 98

NPS Customer Experience 98

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Qualtrics is the giant when it comes to CX platforms with around 18.000 customers and 3 million users worldwide.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. While many customers might be able to quickly ramp up after onboarding, there will be some customers who are slow to adopt the features needed to achieve first value. What Is Product Adoption? Why Is It Important to Boost Product Adoption?

Customer Retention 98

Customer Retention 98

Totango

FEBRUARY 11, 2022

Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. Then, we’ll walk you through three steps for creating a solid customer experience strategy. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades.

B2B 111

B2B B2C Customer Experience Net Promoter Score 111

Totango

DECEMBER 21, 2021

We’ll identify six key types of automated messages that every effective customer success manager automation strategy needs to include. We’ll also look at how choosing the right technology can help you implement your milestone messaging strategy. Milestone Messaging as a Customer Success Manager Automation Strategy.

Net Promoter Score 108

Net Promoter Score NPS Start-ups Customer Relationship 108

Help Scout

MAY 20, 2021

Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies. Customer success marketing is a marketing strategy that’s designed to support the customer success function, to drive retention instead of acquisition.

Start-ups 77

Start-ups Event Planning Social Media Customer Acquisition 77

Comm100

OCTOBER 17, 2023

With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. They can handle basic queries, guide users, or escalate issues to human agents. Businesses today thrive on efficiency, and the customer service domain is no exception.

Customer Service 76

Customer Service Social Media Omnichannel AI 76

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. Automate your customer success strategy with customer success software. Proactively guide customer growth.

Customer Retention 87

Customer Retention Customer Journey Map Net Promoter Score Scorecard 87

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Their recommendation engine analyzes user behavior and provides tailored product suggestions. Even long-established businesses can embrace change and revolutionize their customer interactions.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

SurveySensum

DECEMBER 6, 2023

In this blog, we will discuss how this metric can help your business, how to calculate customer health score, and why it is important, along with some examples. User Activity and Engagement Metrics Frequency of Logins: This metric measures how often customers log in to your website or use your service.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Relationship Customer Retention 52

Totango

DECEMBER 6, 2021

Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022. Breaking down organizational silos is key to enabling a holistic, orchestrated experience for the customer from the first-touch through purchase, onboarding, adoption and advocacy.

E-commerce 95

E-commerce Customer Journey Map Sales Technology 95

SurveySensum

JANUARY 24, 2024

So, what strategies did Alice adopt to streamline this process? A feature request is a suggestion made by a user to add a new feature or enhance an existing feature in a product, application, or service. Here are the 7 strategies you can employ to streamline your feature requests process. Let’s scroll down and discover!

Sales 52

Sales Customer Feedback Start-ups CX 52

Intercom, Inc.

JUNE 1, 2018

The most important tasks for any early stage startup are to write code and talk to users. About 50 percent of my time was spent communicating with potential users, whether that was asking them to try Intercom over email, meeting them at conferences, responding to them in blog comments or talking to them on Hacker News.

Start-ups 201

Start-ups Social Media Gaming Technology 201

Totango

OCTOBER 7, 2021

Here’s how to get customer feedback effectively using six simple strategies which combine manual methods with the power of automation. Product analytics tools such as those built into Totango’s Spark customer success platform allow you to track how often users are interacting with your product and what they’re doing when they’re using it.

Customer Feedback 104

Customer Feedback Net Promoter Score NPS Voice of the Customer 104

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. Why Are B2B Client Engagement Strategies Different from B2C? B2B clients differ from B2C clients in a number of important ways which necessitate different engagement strategies. Develop a 360 View of Your Customers.

B2B 81

B2B B2C Technology Technology 81

Totango

FEBRUARY 23, 2022

Freemium strategy often plays a key role in the early stages of the SaaS customer experience, as do user experience, product features, and customer support. Adoption : when a customer who has completed onboarding becomes a regular user of your product, incorporating it into their daily workflow, and deriving value from their purchase.

Customer Journey Map 113

Customer Journey Map Touchpoint Start-ups Social Media 113

TeamSupport

JANUARY 12, 2021

This three-part blog series aims to break down the main principles of the report into three parts to more clearly highlight the report’s key points. As we enter 2021 the strategic role of B2B Support must be aligned (or realigned) with overall corporate strategies. Overall support demand grew by 10.6%

B2B 86

B2B AI Technology Technology 86

Totango

JULY 22, 2022

The Customer Experience Canvas for the Engage Customers SuccessBLOC features several pre-built Tracks filled with workflow and email campaign templates designed to help you implement a proactive customer nurture strategy. . Sign up for free today to start engaging with and growing your customer base. .

Scorecard 103

Scorecard NPS Customer Retention Start-ups 103

Hodusoft

OCTOBER 26, 2023

This blog post details everything about STIR/SHAKEN starting from its definition, how it works, adoption in different countries, impact and use cases, challenges, and strategies to overcome the obstacles. So, without further ado let’s dive right into this in-depth blog and know every relevant thing about STIR/SHAKEN in detail.

Government 52

Government Compliance Education Engineering 52

Intercom, Inc.

SEPTEMBER 26, 2018

This is where having a solid customer engagement strategy comes in. This means crafting a message strategy that truly engages its recipients on a regular basis. Adopt a personal tone. Adopting a personal tone can make all the difference. To land effectively, your message has to be specific and appropriate to the user.

Start-ups 202

Start-ups Customer Feedback Sales 202

Execs In The Know

OCTOBER 10, 2022

With this in mind, an omnichannel strategy aims to ensure that customers don’t get lost or have to restart their journeys when switching between channels. Information from each channel and interaction integrate for a better user experience. As a result, the user experience is more personalized, seamless, and contextual.

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

Totango

MAY 6, 2021

We’ll discuss what customer retention means as a concept, as a strategy and as a metric. As a strategy, customer retention refers to the actions a company takes to proactively promote higher retention. Third, deploying customer retention strategies allows you to proactively increase the number of customers who renew with you.

Customer Retention 75

Customer Retention Net Promoter Score Education Customer Feedback 75

Totango

JULY 8, 2021

This allows you to move away from a reactive firefighting approach to a digital-first customer success strategy which takes full advantage of automation to pre-empt problems and resolve them promptly as soon as they begin to emerge. Schedule an adoption review in 30 days. Invite all users to training webinars.

Invoicing 65

Invoicing NPS Customer Retention Start-ups 65

Totango

NOVEMBER 10, 2020

Early in the customer journey , it is important to define client goals and KPIs to set the foundation for your strategy and how you will measure success. . Increase adoption by 20% by April 2021”. Document and capture new initiatives as they arise. Define Your Plan. Improve candidate experience and response by 30% by January 2020”.

Customer Relationship 121

Customer Relationship Customer Satisfaction Start-ups 121

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. In this blog, I will cover the 4 high-level categories of customer success metrics. Product Adoption – Stickiness Features. Quick Ratio.

Net Promoter Score 61

Net Promoter Score NPS Customer Retention Customer Service 61

Totango

NOVEMBER 23, 2021

Similar problems can occur if you’re not receiving data about freemium users who want to upgrade, premium users who are experiencing adoption challenges, escalation issues or renewal issues. The more often this occurs, the more obstacles you face implementing your CS strategy. The post When Should You Upgrade CS Software?

Net Promoter Score 94

Net Promoter Score CRM Customer Feedback Sales 94

Totango

MAY 11, 2021

Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement. Match communication strategies to stakeholder roles. Analyze key stakeholder motivation.

Net Promoter Score 87

Net Promoter Score Customer Journey Map Legal Social Media 87

Intercom, Inc.

DECEMBER 19, 2018

The best of the blog. Significant digits: 240 blog posts, 18 videos. Eoghan McCabe, CEO , and Matt Hodges, VP of Commercial Product Strategy. In the face of this technology, businesses have three options – ignore it, see adoption as a box-ticking exercise or embrace it and think long-term. We killed the blog.

Engineering 150

Engineering Start-ups Gaming Sales 150

Totango

MAY 26, 2021

For example, when Trustpilot deployed a tech-touch onboarding experience, they leveraged their product engagement data and marketing automation to shepherd users through the journey and identify key engagement moments. Here are some of the key takeaways from their discussion. Incorporate a mixture of both digital and human touch. .

Customer Journey Map 97

Customer Journey Map Start-ups Technology Technology 97