Influitive

MAY 17, 2021

Read on to dig into April’s data and customer examples. The post Influitive’s Key Customer Advocacy Insights: April 2021 appeared first on Influitive. With it came significant growth in survey and feedback activity completions, the number of engaged members and nearly $16 million in generated ROI.

Customer advocacy 10

Customer advocacy Surveys Feedback Best practices 10

ShepHyken

JUNE 28, 2019

Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 293

Contact Center Self service Banking Airlines 293

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. Nate Burnes, (First) Vice President of Customer Success, Centage Corporation. Customer Success Around the Web. Follow Mahesh on LinkedIn. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

SharpenCX

SEPTEMBER 8, 2021

There are dozens of ways to measure your customers’ satisfaction. Your customer Net Promoter Score builds the foundation to help you measure customer advocacy, too. Undeniably, customer advocacy helps you win more customers. But, one metric steps beyond just measuring satisfaction. Guaranteed.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. “ Companies cannot solve customer needs within the traditional organizational silos.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

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.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

ChurnZero

JANUARY 15, 2021

Now backed by a proven track record of keeping SaaS businesses afloat amidst change and uncertainty (situational circumstances that aren’t changing anytime soon), Customer Success is destined to be the most influential function in the organization as it progresses from retaining to growing revenue in the new year. Marley Wagner , Sr.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

Totango

JULY 19, 2021

Customer advocacy. Customer support. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. And the best CS teams main priorities include : Product adoption. Onboarding. Churn Reduction.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Influitive

JANUARY 5, 2022

With 2022 now in full swing, customer advocacy, marketing and community management professionals are ready to seize the opportunity and make this the year of the customer. Influitive helps the world’s most customer-obsessed brands turn their customers into loyal advocates.

Customer advocacy 52

Customer advocacy Marketing Management 52

ChurnZero

JANUARY 12, 2021

For small issues that require a handoff, follow the handoff processes you have in place and let the customer know what you’re doing (Note: if you don’t have a handoff process developed, consider our class on Customer Advocacy , which includes an escalation handoff worksheet). Customer Success Around the Web.

Customer advocacy 64

Customer advocacy Engineering Management 64

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Alex Farmer. Jason is the Co-Founder at Success Chain.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

ChurnZero

DECEMBER 14, 2022

For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it. Our efforts resulted in our NPS improving by 27 points compared to 2021, and by two points compared to the target we set for 2022,” says Simona.

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

Brad Cleveland Blog

SEPTEMBER 30, 2021

Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021. I define customer advocacy … The post Equipping Your Agents to Be Customer Advocates first appeared on Brad Cleveland.

Customer advocacy 36

Customer advocacy Marketing Customer Experience Contact Center 36

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Jessica Jurmann , Director of Customer Success, G2. Watch the session: Customer Advocacy as a Growth Engine.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Playvox

FEBRUARY 13, 2023

But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% Strong customer advocacy not only helps you retain your customers but also add new ones, further strengthening revenues.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

CustomerSuccessBox

JANUARY 10, 2022

Customer success manager. According to this year’s survey data and payscale data , the average salary for customer success managers in 2021 is $94,000. According to the customer success experts surveyed, the average salary of the customer success director in 2021 was $130,000. Salary range.

Management 52

Management Surveys Customer advocacy Accountability 52

CustomerSuccessBox

DECEMBER 9, 2021

2021 passed away like a breeze but along with came a lot of lessons. This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. In 2021, 91% of CS professionals stated their teams increased team numbers over the year. Even we cannot believe it.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

Brad Cleveland Blog

SEPTEMBER 30, 2021

Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021.

Customer advocacy 26

Customer advocacy Marketing Customer Experience Contact Center 26

SmartKarrot

JUNE 11, 2021

In this list, you set a rundown of some stellar customer success certification so you can choose which is right for you. Best Customer Success Certifications 2021. This is another customer success training and certification program. SuccessHacker Certifications and Training Workshops. For course details, click here.

SaaS 22

SaaS Best practices Accountability Education 22

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. If you find any prominent influencers missing, kindly nominate them in the comments below.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

AWS Machine Learning

NOVEMBER 24, 2023

Well known for turning customer advocacy (serving as the voice of the customer) into revenue-generating new features and products. He joined AWS in March 2021 as a Principal Solutions Architect. Rich Dill is a Principal Solutions Architect with experience cutting broadly across multiple areas of specialization.

APIs 96

APIs Engineering SaaS Enterprise 96

Education Services Group

MARCH 27, 2023

Gainsight) In the path from cost center to profit center, Customer Success organizations improved by 6% from 2021 to 2022, but when only 28% of the organization is considered profitable, there is a lot of room to improve.

Upselling 52

Upselling Big data Sales Customer Experience 52

SmartKarrot

DECEMBER 3, 2020

This list of new year’s resolutions will help customer success managers handle their priorities well for a successful run at the customer front. With the Coronavirus pandemic that has shaken the world in 2020, it is important to look for improvements in customer retention in 2021. Create a customer-centric culture.

Management 10

Management Customer centricity Journey mapping SaaS 10

SmartKarrot

DECEMBER 22, 2021

As digital transformation accelerated in 2020-2021, companies have invested heavily in their customer success (CS) teams. For example, more than 50% during the pandemic have a mature CS function, older than three years, and companies brought a sharper focus on retention, adoption & expanding segments where the churn rate was lower.

Customer advocacy 19

Customer advocacy B2B SaaS Marketing 19

SmartKarrot

NOVEMBER 18, 2020

Collaborating with the sales, partnerships, and marketing team to develop a regular stream of multi-channel engagement programs to drive product adoption, retention, and customer advocacy. Apply here: [link] Role: Director of Customer Success (US West) Location: San Francisco, CA, US Organization: Smartly.io

Customer advocacy 10

Customer advocacy Best practices Finance Enterprise 10

SmartKarrot

MARCH 8, 2022

After beginning her career as a Marketing intern at the Rafain Palace Hotel & Convention Center, she is now a Customer Success Strategy Specialist at Ambev. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. Catherine Blackmore. Sign up for our newsletter. contact-form-7]. Disha Gosalia.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

Outsource Consultants

OCTOBER 11, 2021

Luckily, there’s never been a better time to broaden your customer engagement repertoire with non-voice channels that can stand alone or elevate your existing voice BPO services. Here are the most common non-voice outsourcing priorities of 2021 — and why they matter. Selecting a Non-Voice Outsourcing Partner in 2021.

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Customer Support outsourcing Customer advocacy Contact Center 117