Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

SaaS 98

SaaS Customer retention Best practices Telecommunications 98

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Check out 2 mind-blowing stats about Customer Expectations! Jignesh Thakkar (@socialjignesh) September 22, 2020. . Every employee is on the Customer Success team. Customer Service ?

SaaS 59

SaaS Metrics Best practices Customer retention 59

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Recommended for you: Winning Live Chat Training for Your Customer Service Team.

Best practices 52

Best practices Customer Service Customer retention Morale 52

JivoChat

JUNE 7, 2021

Numbers from Adobe’s 2020 Digital Economy Index indicate that 8% of customers make up 41% of e-commerce store’s revenue. Fostering brand loyalty through customer interactions can improve profitability and increase your bottom line. Encourage customer retention: Returning customers are essential to your business’s success.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Upselling 65

Upselling Accountability Enterprise Metrics 65

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Comm100

JANUARY 21, 2020

Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. So, what should you look at when planning or evaluating your customers’ digital journey? Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts.

B2C 90

B2C B2B Benchmark Best practices 90

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Bottom line, personalized customer service is important because it increases customer satisfaction and customer loyalty. How To Provide Personalized Customer Service?

Personalization 117

Personalization Customer Service Government Customer effort 117

TeleDirect

JUNE 2, 2021

If 2020 taught us anything, it’s that nothing is permanent, and everything can change in an instant. Remote ways of working aren’t going away, but the farther we get from the worst ravages of COVID-19, the more likely open space office best practices are ready to go. It’s been so long since things have been “normal.”

Business Process Outsourcing 75

Business Process Outsourcing Best practices Call Center outsourcing 75

Education Services Group

APRIL 21, 2021

Constructing and evolving these processes is the second category of capabilities on the ESG Customer Success Maturity Model. According to TSIA’s The State of Customer Success 2020 , operationalizing the customer journey is one of the six key elements of scaling CS. Which brings us to customer health.

Construction 94

Construction Journey mapping Customer retention Scripts 94

Education Services Group

NOVEMBER 7, 2019

The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. First, from a CS perspective, what are the most important metrics that organizations should look at as they work through their 2020 planning? Fall is in the air!

Metrics 45

Metrics Marketing Finance Surveys 45

Kayako

APRIL 1, 2022

Drive sales and grow customer loyalty with email, social, live chat, and help center support software. Even before the global pandemic spiked eCommerce shopping and doubled online sales in 2020, growth forecasts for eCommerce showed a steady increase in sales and the percentage of total retail sales. Continued Growth in ECommerce.

Sales 90

Sales Upselling Personalization Chatbots 90

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. She has a proven record implementing customer-focused retention and growth strategies for cloud-based global tech companies. Follow Charlie on LinkedIn. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

C3Centricity

APRIL 2, 2018

Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. Unlike the insight assessment tool from BCG , this evaluator tool looks at insights as the motor or foundation to adopting a customer-first strategy. Customer retention and churn rates.

Marketing 110

Marketing Metrics Customer centricity Best practices 110

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs.

Technology 108

Technology Customer centricity Enterprise Surveys 108

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch.

Management 86

Management Gamification Quality management Schedule adherence 86

Kayako

SEPTEMBER 29, 2016

Customer service is incredibly important to any business. So important, even, that by 2020, it’s projected that customer experience will overtake price and product as the key brand differentiator. So it’s safe to say that customer service is important. 3 ways to create a customer service philosophy.

Omni-channel support 82

Omni-channel support Customer Service Self service Customer retention 82

CustomerSuccessBox

JUNE 18, 2021

As a customer Success manager when do you engage with the sales manager for the best result. Webinar: Best Practices for a Customer Success team. In the Webinar, you’ll learn how the Customer Success team works together and the much needed Intra-departmental efficiencies and inter-departmental communication.

SaaS 52

SaaS B2B Customer retention Upselling 52

ChurnZero

JUNE 12, 2020

You can apply the same math based on a team of 4, 10, or +20 Customer Success Managers. Oracle’s GVP of Customer Success & Renewals Catherine Blackmore shares best practices from their Senior Director of Customer Success Operations Mitchell Flinn in her article The Operations of Customer Success.

SaaS 80

SaaS Metrics Customer retention Analytics 80

CSM Practice

DECEMBER 29, 2020

06:24 – Irit explains her expectations during 2019 and Q1 2020. 08:54 – Irit shares thoughts on customer interactions and proactiveness in business. 17:20- Diane highlights customer and relationship-centeredness. And by the way, I’m not the only one that had an amazing 2019 and a great Q1 2020.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Education Services Group

OCTOBER 28, 2020

The business review is an opportunity for Customer Success Managers to dive deeper into gaining a better visualization of the customers’ business planning for the future strategies that will help the customers to achieve their goals. QBR Best Practices. What are the end goals of the business?

Chief Customer Officer 45

Chief Customer Officer Best practices Upselling Customer retention 45

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs.

Technology 92

Technology Customer centricity Enterprise Surveys 92

CSM Practice

MARCH 8, 2021

Their Customer Success organization has ~100 team members and is looking to grow. Despite the COVID-19 pandemic, Delphix performed well in 2020. Retention numbers have been trending in the right direction in the last 2 years. Regardless of tier or segment, the customer gets a consistent experience. The Challenge.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

ChurnZero

JUNE 10, 2020

Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with their first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.

SaaS 69

SaaS Upselling Sales Customer emotions 69

ClientSuccess

DECEMBER 16, 2021

Goals empowers customer success managers (CSMs) to proactively collaborate with customers to achieve key objectives, desired outcomes, success criteria, and goals. goal setting best practices – to capture and complete customer goals that are specific, measurable, attainable, relevant, and time-based.

B2B 52

B2B SaaS CRM Best practices 52

Totango

MARCH 9, 2021

Why is a Customer Success Program Important? Between January and February 2020, international intent-based marketing firm Aberdeen surveyed 405 businesses from around the world and across companies of all sizes and industries regarding the key trends and objectives driving their customer success programs.

Surveys 66

Surveys Customer retention Enterprise Technology 66

Education Services Group

MAY 26, 2021

2020 proved that virtual learning can be a great alternative to being somewhere in person, and there’s no shortage of excellent virtual conferences, discussions, and gatherings to spark anyone’s interest. Customer Success webinars are no exception.

Best practices 52

Best practices B2B SaaS Analytics 52

ChurnZero

OCTOBER 22, 2020

These solutions are also relevant to companies with customer experience programs, and can be used to fill the gaps within their existing sales, marketing and customer support processes.”. When it comes to customer retention, there’s business-altering revenue at risk.

CRM 59

CRM Customer retention Technology Best practices 59

Comm100

JUNE 5, 2018

Apart from behavioral trends as discussed above, AI can also predict new market trends using the same tools that capture customer interactions. CX managers can then get ahead of new customer expectations to anticipate their needs and increase customer retention. Advancing Customer Service. Download Now.

Contact Center 68

Contact Center Chatbots Call Center Self service 68

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

ChurnZero

JANUARY 26, 2021

They also provide an opportunity to bring in best practices. Never forget that it’s a value-add for your customers to work with someone with visibility into similar companies working toward the same goals. In 2020, Customer Imperative was acquired by Higher Logic and Jay joined the team as Chief Customer Officer. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

MAY 1, 2020

This is exactly why we see a big volume of articles online talking about customer service and its importance. If anything, you may find it difficult to be one of those 80% of the companies who would compete solely based on customer experience by 2020. For more customer service skills, read this blog post. . Self-service.

Customer Service 128

Customer Service Customer Support Education Feedback 128

Education Services Group

DECEMBER 28, 2021

After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry matures and more businesses harness the benefits of Customer Success.

Education 52

Education Best practices Self service Customer Experience 52

aircall

JUNE 16, 2021

What Is Great Customer Service? Good customer service is all about making customers feel positive about the time they spend talking to you. You can achieve this through several best practices: Promoting a warm and welcoming approach among your customer service agents. Expert knowledge.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Totango

JUNE 12, 2020

As America gets back to work and begins recovering from the economic downturn and delays that accompanied the 2020 pandemic, companies are discovering they must focus on their customers more than ever to remain competitive. . Shared insight delivers the needed customer context.

Customer centricity 62

Customer centricity Upselling Customer retention Accountability 62