ChurnZero

SEPTEMBER 27, 2024

What outcomes based customer success best practices do Keishla and Stephanie recommend? 1: To hold customers accountable for outcomes, practice “proactive reactivity” Q: How do you hold customers accountable? Keishla : Accountability in business relationships is key.

Best practices 52

Best practices Accountability Sales Feedback 52

Totango

MARCH 29, 2022

For Hannah Strickland, a customer success manager at Incident IQ , the use of Totango and HubSpot has been a game changer for her team’s understanding of their customer accounts. It makes reporting to leadership so much easier on why engagement is low and how can we improve,” she says.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

CX Accelerator

FEBRUARY 12, 2018

They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. Give a guarantee on how long the survey will take to complete. Inform customers on how you plan to use the feedback. Why Is VoC Important?

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Totango

JULY 19, 2021

Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. They must know how to educate customers so that they will receive value from the product quickly. An understanding of how to apply the insights generated by analytics. Customer advocacy.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Amity

JULY 4, 2017

Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point. Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Influitive

OCTOBER 26, 2015

After joining the referral program, customers are provided with a personalized link to share with their network. Then, for each new Google Apps for Work account activated using that link, the advocate receives $15 directly deposited to their bank account. It will also motivate them to encourage their peers to upgrade.

B2B 94

B2B Customer advocacy Marketing Education 94

ChurnZero

APRIL 13, 2021

To help drive recurring growth the CCO must focus on initiatives such as customer prioritization, customer retention, customer loyalty, customer satisfaction, as well as improving the customer experience. Create a customer-centric culture. Drive change. Create the process for onboarding.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

ClientSuccess

MARCH 8, 2021

During new sales conversations, many prospective accounts will ask to see some customer testimonials or even talk to customers themselves as references. The most agile customer marketing strategies have a robust catalogue of testimonials on hand with a steady pipeline of customers in reserve to talk to down the road. .

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

Influitive

JULY 13, 2018

Looking to work your way into tough-to-crack ABM target accounts? Let me tell you something. No volume of banner ads, emails, LinkedIn messages, or cold calls will establish the trust you need to start those conversations. Your prospects crave relevancy and authenticity, and they will ignore any messages that don’t speak to them.

Accountability 75

Accountability Best practices Customer advocacy B2B 75

Totango

DECEMBER 6, 2021

A positive post-sale experience encourages customers to expand their use of a brand’s products, renew their subscriptions and become loyal brand advocates, referring new customers who will soon become loyal advocates as well.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

CustomerSuccessBox

MAY 9, 2022

With more complex metrics, you can take your customer insights to the next level. Customer churn categorization: Keeping track of the reasons for turnover gives useful insight for identifying churn risks in other accounts and reducing churn through proactive customer engagement. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy Best practices 52

ChurnZero

OCTOBER 12, 2021

With ChurnZero, they were able to assign a customer health score to each of their clients to gain a better line of sight on accounts at a higher risk of turnover. One of the biggest immediate impacts the team saw was changes in the customer health score after onboarding.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

ProProfs Blog

DECEMBER 18, 2019

Involving customers throughout the process of solution extraction and educating them via self help documentation helps in formulating effective strategies for customer retention. . Recommendation Read: How to Increase Customer Retention. #6. Boost Customer Recovery. Enhanced Customer Advocacy.

Customer Service 120

Customer Service Feedback Customer advocacy Surveys 120

CustomerSuccessBox

SEPTEMBER 30, 2021

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. Takeaway: Learn the right strategy and approach to Onboarding customers remotely.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

Eptica

AUGUST 2, 2017

Date: Wednesday, August 9, 2017 How to build a business case for a CX technology project. Author: Neil Titcomb Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. Published on: August 09, 2017. Building a strong business case is therefore essential. Addressing the last point.

Technology 48

Technology Benchmark Customer advocacy Best practices 48

Totango

FEBRUARY 26, 2021

The customer is now convincing themselves that the product has significant benefit. And you know exactly how much and why they should renew (and how to sell the renewal). How do you get your customer to convince themselves that the benefits your product delivers make it in their best interests to renew?

Customer advocacy 63

Customer advocacy Sales Accountability Enterprise 63

ChurnZero

DECEMBER 1, 2023

Customer success everywhere: an organizational philosophy Customer success should be embedded throughout your organization, influencing every department and touchpoint. What are the responsibilities of customer success? Customer expansion: identify opportunities for upsells and cross-sells.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

Nicereply

MAY 26, 2020

If you’re looking at customer service job postings , you might see a mixture of hard and soft skills listed in the requirements. For example, this technical support posting for DigitalOcean is looking for customer advocacy and communication skills – which are both soft skills. Accounting. Soft Skills. Typing Speed.

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

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. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. eBook: Customer Success Best Practices from 20+ Executives.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

CSM Magazine

NOVEMBER 7, 2018

Findings of the UK customer satisfaction index (UKCSI) earlier this year revealed that the utilities industry found themselves with a customer satisfaction score of 74.4 Invest time in training staff members on how to handle complaints in a professional, friendly manner and put a process in place for a complaint journey.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

ChurnZero

MAY 20, 2021

You need all the relevant data and context to see the big picture of the customer experience. Investigate technology for your Customer Success team Once you’ve organized and cleaned your data, you want to put those customer insights to use and increase your operational efficiencies through automation. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

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. Why Customer Engagement matters: [link].

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ProProfs Blog

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. Watch & Learn: How to Create an Online Training Course.

Customer Service 128

Customer Service Customer Support Education Feedback 128

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. Know more on “How to ensure SaaS renewal rate ?”.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

CustomerSuccessBox

DECEMBER 13, 2021

The reality is most traditional rule engines use only 1% of data to set up rules as with hundreds of data points, it is impossible for the human mind to comprehend, analyze, correlate and configure rules for Account health and alerts with accurate thresholds. Additional Resource: Customer Advocacy template. Jeff Heckler.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

Mindtouch

APRIL 23, 2018

At the Pulse 2018 conference by Gainsight , the conversation moved past how to measure success and onto how to connect your customers’ success to every interaction your company has with them. Aligning departments around your distinct customer verticals creates a holistic approach to optimizing their success.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. But did you know sentiment management can also be a customer marketing focus? eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing Customer advocacy Surveys Best practices 52

Totango

OCTOBER 29, 2019

Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. They must know how to educate customers so that they will receive value from the product quickly. An understanding of how to apply the insights generated by analytics. Customer advocacy.

Upselling 61

Upselling Customer advocacy Feedback Accountability 61

CustomerSuccessBox

MAY 31, 2021

With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need? And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management.

Management 52

Management SaaS Customer advocacy Accountability 52

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. Why Customer Engagement matters: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

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. Why Customer Engagement matters: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

aircall

FEBRUARY 23, 2017

This article will define the concept of customer engagement, and explore its implications for your business’ profitability and bottom line. Its companion article is more practical, and explains how to develop an effective customer engagement strategy. What is customer engagement? How to cultivate customer engagement.

B2B 79

B2B Advertising Customer advocacy Customer retention 79

Influitive

MAY 19, 2016

In this new post in our multi-part series on how to communicate with pros from different industries, we’ll reveal how you can turn finance professionals into loyal advocates for your brand. In this eBook, you’ll learn how to turn finance professionals into advocates by: Finding out what really motivates them.

Finance 40

Finance Customer advocacy Education Marketing 40

Nicereply

AUGUST 28, 2019

To make the whole process easier for you, we prepared a couple of answers from experts in customer service. Spot top customer service agents while hiring and get the best customer service talent in the door with these 7 tips. “How to choose the right people for your support team?” ” Culture Addition. (I

Customer advocacy 60

Customer advocacy Education Personalization Accountability 60

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

Education Services Group

MARCH 15, 2023

Customer Success can be an advocate for VoC and take ownership of developing the internal processes the business needs to respond to VoC intelligence in a timely manner, answering questions like: What should we be doing about this? Who is accountable for these changes? Who is going to follow up?

Feedback 52

Feedback Surveys Customer retention Customer centricity 52