Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Which came first, cowboys or saloons? Chickens or eggs?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Influitive

NOVEMBER 16, 2016

People just can’t stop talking about account-based marketing (ABM). With new technologies to help organizations scale, and a shifting focus on the customer experience, the age-old strategy of focusing your marketing efforts on a shortlist of your most desired accounts has suddenly become all the rage. Account Based.

Accountability 85

Accountability Marketing Technology Customer Experience 85

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

ChurnZero

DECEMBER 1, 2023

Customer expansion: identify opportunities for upsells and cross-sells. Customer advocacy: build a network of loyal advocates and gather valuable feedback. What’s the difference between customer success, customer support, account management, and professional services?

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

Totango

MARCH 29, 2022

This is achieved through a number of features such as ready-to-go templates that can be found in the customer journey marketplace. These templates help teams to fully orchestrate and automate various activities in an effort to deliver effective customer experiences. Grow customer advocacy and change detractors into promoters.

Customer advocacy 97

Customer advocacy Upselling Accountability Sales 97

ShepHyken

JUNE 28, 2019

This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. It’s, therefore, crucial to get exactly right these rare moments that offer the opportunity to nurture the relationship with the customer. Faster than … more powerful than … it’s Superagent!

Contact Center 291

Contact Center Self service Banking Airlines 291

Strikedeck

OCTOBER 15, 2020

Shari Srebnick talks about two fundamental approaches in Customer Success; Account and joint success plans.

Accountability 40

Accountability Customer advocacy SaaS Customer Experience 40

Talkdesk

APRIL 13, 2021

We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. PPT Solutions is a premier provider of client-centric, performance-based customer experience, and contact center solutions and one of Talkdesk’s most strategic partners.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

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. Boosting account renewals and expansions using data and automation. This in turn directly – and positively! New to ChurnZero? .

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries.

Education 59

Education Accountability Customer retention Journey mapping 59

CustomerSuccessBox

FEBRUARY 7, 2022

Regardless of whether it is a product or a service, it ultimately depends on what the customer’s needs are. If the businesses focus on giving an excellent customer experience , it surely leads to the profits they desire. When you know this fact, providing an amazing experience becomes your top priority.

Management 52

Management Customer advocacy CRM Upselling 52

CustomerSuccessBox

SEPTEMBER 30, 2021

Customer Success is expanding its reach and is becoming increasingly pertinent. You might already know about customer satisfaction or customer experience, but it’s time to get up to speed with CS. We’ve gathered some of our favorite customer success webinars. Webinar 1 – How to Onboard Customers Remotely.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. In addition, CSMs can help select different types of customer accounts for a broader swath of viewpoints. Ready to learn more?

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

Vcaretec

JUNE 6, 2022

There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog. Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options.

Customer Care 89

Customer Care Wireless Telecommunications outsourcing 89

Influitive

JANUARY 16, 2017

Account-based marketing (ABM) is one of the hottest marketing trends right now—and with good reason. Today’s customers don’t want to be treated like just another email address. They expect personalized, relevant experiences.

Accountability 55

Accountability Marketing B2B Personalization 55

CustomerSuccessBox

JUNE 24, 2022

Covering some solid customer success strategies that can help elevate the customer retention process of your SaaS business thereby reducing churn and increasing the recurring revenue. Why you should invest in Customer Success? Customer Success is a core growth driver. Creating “aha” moment for customers.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

SmartKarrot

JANUARY 27, 2022

Undoubtedly, this workflow automation comes in handy, but it is helpful only when you target the right potential customers. Account-based marketing is the first real step towards achieving the marketing automation dream. So, why has the account-based approach not been applied in each and every company? Like what you are reading?

Accountability 10

Accountability Sales Marketing Customer advocacy 10

SmartKarrot

OCTOBER 12, 2022

In the B2B world, the customer experience is crucial for businesses to differentiate themselves in a crowded market. But how can you assess the current state of your B2B customer experience and figure out how to effectively target and make changes so that your clients are happier and more devoted? So, let us get started.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

ChurnZero

APRIL 13, 2021

The CCO is responsible for all customer activities with the goal of generating revenue growth for the company. Build a profitable customer experience. Create a customer-centric culture. Prioritization and time management of the customers’ tasks, goals, and objectives. Looking for a new role in Customer Success?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

AskNicely

SEPTEMBER 4, 2018

announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Quickly and easily automate the customer feedback loop to improve your customer experience, be more effective at every touchpoint, and amplify growth. AskNicely, Inc. About AskNicely.

Customer advocacy 60

Customer advocacy Feedback Customer retention Enterprise 60

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

Strikedeck

MAY 24, 2021

Michelle Brown-Krier, in an interview with Vincent Manlapaz, discusses why organizations need a strong customer success vision to keep up with the competition.

Accountability 40

Accountability Management Customer advocacy SaaS 40

Totango

DECEMBER 6, 2021

Older approaches viewed the customer journey from the perspective of the seller, visualizing the customer experience as a linear progression toward sales conversion using the image of a funnel channeling prospects toward sales.

SaaS 96

SaaS Journey mapping Best practices Customer advocacy 96

Tethr

JUNE 23, 2020

When team members across all departments listen to and consider customer needs, companies build products and services that meet or exceed customer expectations. The more you ingrain this mindset into your entire organization, the stronger customer experience you deliver. Build customer centricity into your core values.

Customer centricity 63

Customer centricity Customer advocacy Surveys Sales 63

Beyond Philosophy

SEPTEMBER 6, 2016

Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.” showed that 80% of companies spend too much of their marketing budget on customer acquisition.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

CustomerSuccessBox

MARCH 17, 2022

A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! It is a series of tasks that can be delegated to an account or a group of users at different points of their customer journey to help them adopt your product successfully. Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

CX Accelerator

FEBRUARY 12, 2018

The voice of the employee is such an underutilized tool to help drive customer experience improvement. 3) Empower customers to provide feedback. Creating lengthy, irrelevant surveys that are too frequent or untimely will increase survey fatigue and discourage customers from providing feedback.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

Outsource Consultants

OCTOBER 11, 2021

Odds are, your customer’s email address is already a key piece of information in their profile with your company. Whether they initiate their communication through an email option in their account dashboard or by emailing you directly, it’s critical to align the incoming message with the user’s existing information. Success Strategies.

Customer Support 117

Customer Support outsourcing Customer advocacy Contact Center 117

CustomerSuccessBox

FEBRUARY 28, 2022

Both the models (customer engagement and customer success), focus on a customer’s journey before acquisition through customer advocacy. Customer Success is all-encompassing and covers customer engagement under its umbrella. LAER model in Customer Success. Who owns the model?

Upselling 52

Upselling Customer advocacy SaaS Sales 52

Totango

AUGUST 21, 2020

Customer success takes a proactive approach that involves utilizing customer data to address potential problems and needs before they arise. Customer Experience Vs. Customer Success. Account Management Vs. Account Management Vs. Customer Success. Customer Success Is a Team Sport .

Enterprise 78

Enterprise Customer centricity Customer advocacy Accountability 78

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 8. Net Revenue Retention Rate.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

MARCH 10, 2022

Create better customer experiences. In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention.

Management 52

Management Customer retention SaaS Customer advocacy 52

CustomerSuccessBox

DECEMBER 14, 2021

Recently, the role of a Customer Success Manager (CSM) has become indispensable to nearly every SaaS company. Customer Success drives exponential growth. Because growth comes from an amazing customer experience. Yes, and when managed efficiently Customer Success can deliver exponential growth not just incremental.

Upselling 52

Upselling SaaS Customer advocacy B2B 52

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. Account Health.

Management 52

Management Upselling SaaS Accountability 52

CustomerSuccessBox

DECEMBER 9, 2021

Just churn does not cover the full potential of the customer success department. This takes into account the downgrades or upgrades with customer growth. This is a simple KPI but takes into account the effect of Customer Success on the bottom line of your business. Advocacy is a huge organic driver for growth.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52