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The Power of Empathy: How it Impacts Customer Success

ClientSuccess

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?

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What is the buyer’s journey? Definition, stages, and examples

Zendesk

That’s where the buyer’s journey comes in. What is the buyer’s journey? The buyer’s journey (sometimes called a purchase journey) describes the process a customer goes through to purchase a product or service. Why is the buyer’s journey important? How do you track the buyer’s journey stages?

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How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Numerous studies have shown that customers are willing to pay more money for good service.

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We’ve Launched! (A New Website)

Kerry Bodine

actually describes our consulting services (imagine that), and provides access to resources like eBooks and templates. Our next open enrollment customer journey mapping workshop will be Feb 21 & 22 in San Diego. Our site now features the “& Co.” part of our organization (yay, Amelia !), More workshops!

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5 Pillar Customer Success Strategy Stack

ClientSuccess

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past. Customer Retention Rate/Customer Churn Rate.

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Six Strategies to Masterful Marketing

SugarCRM

Bad data means bad decisions, money wasted on misaddressed communications, and very likely, annoyed customers. Train and motivate employees who have direct customer contact to request updates at each customer encounter. This includes call center personnel, customer service, salespeople, and distributors.

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Recorded Webinar: The Customer Success Maturity Model

ClientSuccess

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar is called “The Customer Success Maturity Model” You can request the recorded version here.