Mindtouch

FEBRUARY 7, 2017

Case in point, this week Apttus teams up with Oracle, Gainsight, and WalkMe to present on how to not only sustain, but grow your customer’s value (net negative churn) across the board, leaning heavily on customer advocacy. The post The Secrets of Net Negative Churn – Customer Advocacy appeared first on MindTouch Blog.

Customer advocacy 48

Customer advocacy SaaS Enterprise Accountability 48

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. According to a study by Walker, the customer experience is expected to overtake product and price as a company’s key brand differentiator by.

Accountability 55

Accountability Marketing B2B Personalization 55

Talkdesk

APRIL 13, 2021

By partnering with leading customer experience consultancies to outsource administrative efforts, we aim to reinforce our commitment towards providing customers with a better agent and customer experience, and increased customer advocacy.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

Totango

MARCH 29, 2022

By having valuable customer data attributes and signals available with real-time visibility in one platform, sales and marketing teams can confidently take action with the most relevant messaging for customers. How Mapping Customer Journeys with Data Helps Marketing + Sales Teams .

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

CustomerSuccessBox

JANUARY 13, 2022

They are embedding steps to nurture customers into advocates within the customer lifecycle. They are also employing software and tools to track the customer advocacy touchpoints & progress. We will talk about the application of these software and how they help optimize the customer advocacy process.

Customer advocacy 40

Customer advocacy Marketing Best practices Accountability 40

Influitive

JANUARY 27, 2017

To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on. (If January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. If you’re curious about previous years,

B2B 91

B2B Marketing Personalization Accountability 91

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. Customer advisory board. Ready to learn more?

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

Influitive

OCTOBER 26, 2015

Referred prospects are also 30% more likely to convert than leads generated through other marketing channels, and have a 16% higher customer life-time value. That’s right, even this search-engine giant has its own referral marketing program , rewarding business customers for each new user they sign up for Google Apps for Work.

B2B 94

B2B Customer advocacy Marketing Education 94

Influitive

JULY 8, 2015

Creating raving brand advocates in the B2B tech space isn’t impossible—if you’re willing to get creative with your marketing. Watch Rob’s Advocamp presentation to learn his top four tips for turning customers into rabid fans—no matter how straight-laced your industry is. I’ve run marketing departments. We’re marketers.

B2B 64

B2B Marketing Customer advocacy Sales 64

Influitive

MARCH 7, 2017

Account-based marketing (ABM) is one of the hottest marketing trends of 2017. According to SiriusDecisions, 58% of B2B companies planned to invest in ABM technology or services last year. However, many companies only use traditional tactics, like retargeted ads and email nurtures, to engage ideal prospects.

Accountability 45

Accountability Marketing B2B Sales 45

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? Customer Engagement. Support Tickets.

Marketing 52

Marketing Customer advocacy Surveys Best practices 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

ClientSuccess

MARCH 8, 2021

But one department tends to trickle through the noise with surprising clarity: marketing. Customer marketing is key. Your current customers are one of the best marketing channels available, regardless of your industry or product vertical. Ask customers to collaborate on a marketing initiative.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. About the guest author.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

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

Toister Performance Solutions

AUGUST 22, 2017

A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? Palo Alto Software's Customer Advocacy Team.

Metrics 68

Metrics Customer advocacy Feedback Accountability 68

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. Increasing product adoption and customer ROI with thoughtful approaches. Boosting account renewals and expansions using data and automation.

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

Totango

DECEMBER 6, 2021

This trend was reflected in our 2021 State of the Customer Success Industry and Salary Report with survey respondents showing an increased focus on expansion and customer advocacy goals, which contribute to a positive post-purchase experience. Freemium Marketing Has Become the Leading Tactic for Lead Generation.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Create a customer-centric culture. Looking for a new role in Customer Success?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Netomi

JULY 26, 2022

By identifying issues and offering solutions unprompted, this is the space where conversational AI shines – such as reminding a customer to transfer balances from one account to another, or alerting them that, based on their savings goals and spending patterns, there might be a higher interest savings account.

Real estate 98

Real estate Banking Finance Customer advocacy 98

Blueship Call Center

JANUARY 27, 2025

Call Centers that prioritize customer experience contribute significantly to building a positive brand image. Word-of-Mouth Marketing : Satisfied customers are more likely to recommend your brand to others. Customer Advocacy : Happy customers become brand ambassadors.

Call Center 40

Call Center Customer Experience Brand ambassadors Technical Support 40

ChurnZero

OCTOBER 12, 2021

They help clients uncover the right markets, opportunities, and people, so they can shape tomorrow’s healthcare industry. 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. Onboarding Hero – Definitive Healthcare.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

Influitive

FEBRUARY 4, 2021

In the most recent installment of our customer success webinar series, we had the chance to chat with Jon Ashley, Head of Global Customer Advocacy at Sage and one of our 2020 BAMMIE award winners for Advocate Marketer of the Year.

Customer advocacy 52

Customer advocacy Marketing Accountability Management 52

AskNicely

SEPTEMBER 4, 2018

AskNicely NPS software empowers teams with customer feedback on any screen: Salesforce (with full NPS dashboard, leaderboard, text analytics and reporting capabilities), mobile app (iOS and Android) and TV dashboard. Automate follow-up with at-risk accounts to boost retention. “The Best NPS Solution For Salesforce.”

Customer advocacy 60

Customer advocacy Feedback Customer retention Enterprise 60

ProProfs Blog

DECEMBER 18, 2019

You can integrate help desk management software like ProProfs Helpdesk in your business to improve customer service. #12. Enhanced Customer Advocacy. Companies these days are stressing a lot on customer advocacy as it is turning the tides in favor of businesses. Fostering Customer Relationships.

Customer Service 120

Customer Service Feedback Customer advocacy Surveys 120

CustomerSuccessBox

APRIL 11, 2019

. << Recommended Minimum>> This is the ideal level you should be at once you have 50+ accounts, 2-3 CSMs and a Head of Customer Success. Some of the customer success platforms you could look at are CustomerSuccessBox , Gainsight and Totango.

Upselling 80

Upselling SaaS CRM Customer advocacy 80

Nicereply

SEPTEMBER 2, 2020

TIP: Treat your customers with respect and train your customer service team to do the same. Never leave negative feedback or complaints go unresolved and truly take the time to take into account all their needs. Importance of Customer Satisfaction. Satisfied customers will recommend you to their network.

Airlines 126

Airlines Morale B2C Customer advocacy 126

Amity

MARCH 1, 2018

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. And finally, DO Share.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

Amity

JUNE 20, 2016

Some would argue that an acceptable alternative is "your customers feel successful enough to renew" which is a defeatist attitude and is not customer-centric. For some teams, this includes hitting customer support SLAs. What part does the CSM play in overall customer-reported health?

Management 69

Management Metrics Customer advocacy Accountability 69

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 Keep the customer informed. Communication with a customer is key when dealing with an issue or complaint.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

Tethr

JUNE 23, 2020

Preach this concept to your leadership, your team and your customers so you can hold your business accountable for delivering. When deciding on a new feature or launching a partnership, ask if the decision is in the best interest of your customers. Be sure your marketing team is aligned on the concept. They should be.

Customer centricity 63

Customer centricity Customer advocacy Surveys Sales 63

Totango

FEBRUARY 26, 2021

In an earlier post , I discussed the idea of measuring customer success from the customer’s point of view and choosing the right measurements. You have to help your customer use your product, but you also have to help your customer get the value they need from your product. Your market is crowded.

Customer advocacy 63

Customer advocacy Sales Accountability Enterprise 63

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. Investing in customer success means investing not just in your customer’s success, but in that of your enterprise.

Enterprise 78

Enterprise Customer centricity Customer advocacy Accountability 78

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

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. Take action.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

ChurnZero

MAY 20, 2021

You don’t know why your customers churn. In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. Traits: Product-market fit. $6M

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

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. Let us find out! Time-Sensitive Training.

Customer Service 128

Customer Service Customer Support Education Feedback 128