AskNicely

SEPTEMBER 25, 2018

And as we discussed in an earlier blog , an advanced NPS program doubles your likelihood to achieve both 100%+ growth and net-negative churn. While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program. Still Room For Improvement.

Customer advocacy 60

Customer advocacy Benchmark Upselling Best practices 60

Nicereply

JUNE 21, 2021

Staying positive under pressure is a skill that takes a lot of practice. Maintaining the same customer-facing tone, helpful attitude, and all other customer service best practices can be incredibly difficult when ticket loads spike or some mass failure event occurs. Staying Positive in Crisis Mode.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

ClientSuccess

DECEMBER 5, 2022

Have a high-level executive such as the CEO directly invite customers to join your CAB, and outline all expectations, travel requirements and input needed. Even in the beginning stages of a business, it’s important to create an early customer advocacy CAB. eBook: 5 Ways to Surprise & Delight Your Customers.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Influitive

OCTOBER 11, 2015

Engaged customers are more likely to spread positive word of mouth about your brand through blogs and social media, videos, case studies, speaking engagements and other activities. Here’s how you can leverage and motivate advocates throughout the customer lifecycle.

B2B 111

B2B Marketing Best practices Feedback 111

GetFeedback

NOVEMBER 23, 2019

The features include: The Einstein Voice Assistant and Einstein Voice Skills which allows every Salesforce admin to create custom versions of the Voice Assistant for any users across all departments. . Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. CX Takeaways in a nutshell.

Customer advocacy 19

Customer advocacy Sales Personalization Coaching 19

GetFeedback

JANUARY 15, 2020

Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . When she joined she was a one-woman team running Voice of the Customer (VoC); now she leads BRP’s global customer advocacy efforts. . Q: Myshka, why are you in the CX industry?

Customer advocacy 60

Customer advocacy Self service Coaching Feedback 60

InGenius

APRIL 20, 2018

For more information on how to participate in the community, check out this blog post. Jorie plays an important role here at InGenius as a Customer Relationship Manager and we're so pleased to share her words of wisdom on customer success. CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius.

Management 63

Management Customer advocacy Best practices Personalization 63

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. You may wish to follow the links above to learn more about other Customer Success metric categories. Customer Success Team Performance Metrics You Should Monitor. 5. Advocacy Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

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

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. We haven’t applied different surveys to different customer segments and we haven’t used the surveys for any other parts of the business.

Surveys 87

Surveys Customer advocacy Sales Feedback 87

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 Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. You may wish to follow the links above to learn more about other Customer Success metric categories. Customer Success Team Performance Metrics You Should Monitor. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. You may wish to follow the links above to learn more about other Customer Success metric categories. Customer Success Team Performance Metrics You Should Monitor. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Influitive

MAY 12, 2016

In this blog, we’ll outline how advocate marketing can improve your ABM strategy and how you can start using these complementary strategies together ASAP. Learn how to make your account-based marketing more effective with advocacy. The five-part Playbook is a detailed “how-to” guide based on proven best practices.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Customer advocacy 63

Customer advocacy B2B Enterprise Feedback 63

Customer Guru

AUGUST 21, 2018

He is a keynote speaker and through his NPS Loyalty Forum, he brought together, for the first time, business leaders from across the world to share best practices in creating a culture of customer advocacy. Rod Butcher Follow @rodbutcher.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ProProfs Blog

MAY 1, 2020

This is often called experience engineering – a term coined to offer effortless customer experiences by a collaboration of emotional intelligence with mutually beneficial solutions for vendors and customers. . Takeaway: Don’t overlook the importance of training your customer service staff about the products and technologies.

Customer Service 128

Customer Service Customer Support Education Feedback 128

CustomerSuccessBox

DECEMBER 6, 2021

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. In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. Ari Hoffman.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Natalie Petouhof

AUGUST 26, 2015

Gainsight helps businesses grow faster by reducing customer churn, increasing upsell opportunities, and driving customer advocacy. Gainsight’s cloud-based product helps its clients track customers effectively throughout the customer lifecycle, monitors customer health consistently and makes companies truly customer-centric.

Sales 63

Sales Management Advertising Upselling 63

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?

Marketing 52

Marketing Customer advocacy Surveys Best practices 52

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. Generating content that is initiated from what customers do and say is powerful. Final Thoughts.

Marketing 57

Marketing Customer Experience Customer centricity B2C 57

CustomerSuccessBox

MAY 31, 2021

And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management. Essential Responsibilities of Customer Success Managers. Onboarding Customers. The post What are the responsibilities of Customer Success Manager (CSM)?

Management 52

Management SaaS Customer advocacy Accountability 52

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

Amity

APRIL 24, 2017

It wasn’t until we closed some deals that a couple of our customers started to ask about implementation, onboarding, and best practices. Being the keener that I was, I volunteered to work out an implementation plan, and that’s how Customer Success was born at Loopio.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

CSM Practice

APRIL 16, 2019

ng new customers thr?ugh In this blog, I’m going to share best practices and proven tactics to help your company increase new business deals, accelerate your sales cycle and increase net retention rate using best of breed advocacy playbooks for Customer Success teams. identify w??? your unique ?u?t?m?r

Customer advocacy 55

Customer advocacy Upselling Management Best practices 55

Nicereply

MAY 22, 2023

The experience of your team can make the process of developing guidelines easier, so be patient and allow your team to collect the most common questions from your customers. Don’t hesitate to use templates and best practices from the professionals of the industry.

Complaint resolution 52

Complaint resolution Feedback Customer Support Surveys 52

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The post Recipe for Success – The Alphabet Soup of Customer Experience Acronyms appeared first on inContact Blog.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The post Recipe for Success – The Alphabet Soup of Customer Experience Acronyms appeared first on inContact Blog.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

ClientSuccess

APRIL 4, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. True customer advocacy – giving everything I have to building customer success as a culture.

Management 40

Management Customer advocacy Best practices SaaS 40

NICE inContact

OCTOBER 12, 2017

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. By using these practices, you can assemble a customer experience measurement strategy for your business that blends the science needed to drive results with the art that makes it uniquely yours.

Customer Experience 48

Customer Experience Customer advocacy Metrics Contact Center 48

NICE inContact

OCTOBER 12, 2017

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. By using these practices, you can assemble a customer experience measurement strategy for your business that blends the science needed to drive results with the art that makes it uniquely yours.

Customer Experience 48

Customer Experience Customer advocacy Metrics Contact Center 48

ChurnZero

JUNE 27, 2023

Subjective internal: Results of periodic business reviews, Customer Success Manager (CSM) sentiment, engagement and responsiveness, customer fit within the ideal customer profile (ICP). Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI).

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Influitive

AUGUST 3, 2015

Provide them with tips, tricks and best practices before asking them to post on a review site. To get your advocates more involved in your content , use their photos and quotes in blog posts and ebooks. You could also point them to blog posts on related industry websites where they can leave a comment.

B2B 66

B2B Marketing B2C Education 66

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The post Recipe for Success – The Alphabet Soup of Customer Experience Acronyms appeared first on inContact Blog.

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. The good news is that drawing on the experience from other maturity models, we identified a few best practices.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

Pointillist

JUNE 7, 2021

In this year’s survey, we sought to uncover what separates customer experience leaders from laggards. Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

CSM Practice

JANUARY 17, 2017

To try and assess the answer to this question, I interviewed Noy Bar, Americas Region Customer Success Manager at HP Enterprise and Anna Connell, Sr. In this scenario, the CSM helps the client solve related business challenges, suggest new processes, advise on industry best practices, and become the client’s internal advocate.

SaaS 40

SaaS Accountability Metrics Coaching 40