ClientSuccess

JANUARY 3, 2023

According to a recent article on Glide Consulting , a good strategic conversation between a CSM and customer: • Always puts the customer first, not the company. Additionally, ask customers why they either do or don’t refer your product or service. Moves the customer closer to the end goal of where they want to be with your product.

Best practices 81

Best practices Consulting Consulting Metrics 81

Monet Software

MARCH 26, 2020

We created an eBook, “4 Questions to Answer for a Successful Cloud Move,” which addresses the following four questions we consistently see: What data do I migrate to the cloud? Download the eBook for more questions you need to answer for a successful cloud move. How will my processes change in the cloud?

Coaching 71

Coaching outsourcing Strategic Value contact center solutions 71

ChurnZero

JANUARY 8, 2021

If you’re considering the role yourself, check out our eBook, The Future CCO , for firsthand advice from industry leaders on what it takes to become a CCO. . Prior to Alida, Jason led the customer success and consulting services teams at BMC Software, CA Technologies and Protiviti. Staci Satterwhite, Chief Customer Officer, Khoros.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Quality Contact Solutions

DECEMBER 31, 1969

Other lead sources to consider are whitepaper and eBook downloads, cold call lists, customer referrals, partner referrals, trade conference attendance, social media, and webinar attendees. Customers follow different purchasing paths when they are considering licensing a $5,000 consulting service versus a $200,000 hardware spend.

Telemarketing 74

Telemarketing Automotive Best practices Sales 74

ClientSuccess

SEPTEMBER 3, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Success Methods offers training and consulting services for customer success professionals and companies committed to excelling in customer success.

Consulting 52

Consulting Consulting SaaS Best practices 52

ClientSuccess

FEBRUARY 8, 2023

To find what works best for a company’s unique situation, customer success leaders in the SaaS space can evaluate their own circumstances and consult with internal teams to come up with a renewal strategy that works for them. In conclusion, understanding who owns customer renewals is a complex issue that varies based on many factors.

SaaS 71

SaaS Upselling Accountability Sales 71

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. 7) From : Rachel McElwain , Freelance Business Consultant | Company : 1919 Consulting | Location : Indianapolis, Indiana.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ClientSuccess

MAY 17, 2022

Here are some recognized NPS benchmarks to measure your score against: Consulting – 62. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. So what does your NPS score mean? How do you know if your NPS is good, bad, or simply average for your industry? Digital Marketing – 57.

Benchmark 52

Benchmark B2B SaaS Metrics 52

Inbenta

AUGUST 6, 2020

Chatbot developers and consulting firms. Criteria to choose a chatbot developer or a consulting firm. First and foremost, you want your potential chatbot developer or consulting firm to have a clear understanding of your specific use case and vertical. Understanding your specificities. Reliability. Documentation and maintenance.

Chatbots 59

Chatbots Consulting Consulting Technology 59

Calabrio

OCTOBER 12, 2018

C’est pourquoi j’ai rcemment demand Robin Butterfield, consultant en analyse des centres de contact chez Calabrio, et Laura Lukic, consultante en gestion des ressources humaines, de me faire part de leur point de vue d’expert sur ces stratgies et sur ce qu’ils observent sur le terrain.

Calibration 52

Calibration Consulting Consulting Coaching 52

ClientSuccess

JULY 14, 2017

This webinar involved live participant involvement on customer success best practices & strategy and took place on Tuesday, July 25th at 11am MT. He previously served as principal consultant for Service Excellence Partners, a firm helping subscription-based technology companies retain and grow customer relationships.

SaaS 41

SaaS Best practices Consulting Consulting 41

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. And you’ll see an example of this later in our talk today when we offer up our free ebook. This is problematic for many reasons.

Surveys 78

Surveys SaaS Feedback B2B 78

Comm100

JUNE 5, 2018

Getting ahead of new trends is equally useful in strategic planning, where companies can plan best practices to deal with future issues. For complex queries, AI systems can route or transfer calls to the relevant agents who can quickly solve the problem without consulting with other agents. Advancing Customer Service.

Contact Center 68

Contact Center Chatbots Call Center Self service 68

ChurnZero

MARCH 3, 2020

Combining TSIA’s Customer Success research and advisory with the expert knowledge of the industry’s top thought leaders, you’ll learn; how to monetize CS at scale, how to think digital first in CS engagement models, value realization and CS talent acquisition and management best practices. t wears that never gave them the con?dence

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

CSM Practice

FEBRUARY 15, 2019

Irit says a lot of individuals reach out to her consultancy in order to fight churn rate. Irit reminds us that companies, no matter the size, age, or reach, should be interested in this customer journey and that there are ways to incorporate this into your best practices, regardless of where you are in your journey.

Customer centricity 53

Customer centricity Best practices Consulting Consulting 53

Comm100

NOVEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Call Center Professionals – A professional networking group for individuals actively involved in the Call Center Industry as a Strategic Leader, Operations Manager or Consultant. Active group with 20000 members.

Customer Service 64

Customer Service Morale Education call center professionals 64

ClientSuccess

JANUARY 15, 2019

Become a Consultative Thought Leader. Talk to them about industry best practices or examples you’re seeing with your other accounts. Acting as a consultative thought leader instead of just a CSM can help strengthen your customer relationships and drive your own goals, such as retention and expansion.

Metrics 56

Metrics Education Consulting Consulting 56

CSM Practice

FEBRUARY 15, 2019

Irit says a lot of individuals reach out to her consultancy in order to fight churn rate. Irit reminds us that companies, no matter the size, age, or reach, should be interested in this customer journey and that there are ways to incorporate this into your best practices, regardless of where you are in your journey.

Customer centricity 49

Customer centricity Best practices Consulting Consulting 49

Inbenta

APRIL 14, 2020

A chatbot as a sales consultant. Here are some best practices: Analyze your customer’s buying journey. Our ebook will give you the keys to carry out this project. What better way to do this than with an AI chatbot? Customer journey and chatbot: organizing its implementation.

Chatbots 59

Chatbots Virtual Agent Abandon rate Best practices 59

ChurnZero

MARCH 13, 2020

Now, this isn’t an argument to entirely do away with QBRs, but rather, to question if and why you’re blindly following a best practice that may no longer be relevant to your customers’ success. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . Question the ‘Q’ in QBR. Evangelize Executives.

Metrics 59

Metrics Consulting Consulting Coaching 59

Pointillist

JULY 25, 2018

Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you. Here are a few to get you started: Customer Journey Analytics 101 (eBook). For an effective implementation, give yourself wiggle room and plan for unforeseen delays. Governance.

Analytics 93

Analytics Government Metrics Upselling 93

Talkdesk

APRIL 12, 2016

You can access more content like this by downloading our TOPO Sales Summit Ebook. Without further ado, here are the top six best quotes from TOPO Summit 2016. TOPO Director of Consulting Greg Tapper expanded on this point at the Ultimate Sales Plays workshop. Click to Tweet. About TOPO Sales Summit. About Talkdesk.

Sales 40

Sales Big data call center software Best practices 40

aircall

NOVEMBER 21, 2022

Thankfully, a recent Forrester Consulting study found that implementing Aircall’s cloud-based phone solution can boost productivity and performance for customer-facing teams by 13%. For more information consult our new eBook “The Proven Business Impact of Switching to Aircall” here. “We

CRM 62

CRM Wait times Consulting Consulting 62

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Best practices 40

Best practices SaaS Consulting Consulting 40

Creative Virtual

DECEMBER 10, 2020

Several months later, AI Time Journal approached us for a contribution to their upcoming ebook featuring ‘Conversational AI Success Stories During Times of Pandemic’. You can read more here and download the full ebook, Conversational AI Trends 2020 , here.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

CSM Practice

FEBRUARY 12, 2020

DOWNLOAD the Expansion Selling eBook: [link]. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. This proactive approach delivers better results than using standard sales strategies for existing customers. Learn more about EXPANSION SELLING.

Upselling 52

Upselling Customer centricity Sales Accountability 52

ClientSuccess

NOVEMBER 21, 2017

This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. He explained the importance of continually learning from others in order to refine your own expertise and hone in on best practices and trends you may not necessarily be aware of.

Best practices 42

Best practices SaaS Consulting Consulting 42

ChurnZero

DECEMBER 20, 2019

Greater collaboration between C S and Sales will result in “pods” of sales, C SMs , Consultants and Product Managers driving the expansion of target customers. C S will also be operationalized by segment, with more technical consultants for smaller segments, etc. . Get your own free copy of this eBook.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

NobelBiz

AUGUST 13, 2024

.” – Mike McGuire” – Michael McGuire – Senior Contact Center Software Consultant 5. Related Resource Ebook | 16 Must Have Productivity Tools for your Contact Center 6. Related Article Customer Experience Automation – Benefits and Best Practices 7.

voip 52

voip Call Center Interactive Voice Response Customer Service 52

ClientSuccess

JUNE 17, 2019

Typically, a strategic account goes beyond the typical vendor/consumer relationship and takes on more consultative or partnership tendencies. Instead of having to start from scratch with every new account, CSMs can build a strategic template playbook with key steps, best practices, or critical notes about the strategic planning process.

Accountability 42

Accountability Upselling SaaS Feedback 42

ChurnZero

MARCH 11, 2020

Were you able to work with your peers in our customer base to share best practices to increase your proficiency and ROI with our product? This could be someone in marketing, on the executive team, or an outside consultant (shameless plug). Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

Journey mapping 52

Journey mapping SaaS Finance Consulting 52

NobelBiz

JULY 23, 2024

This not only boosts efficiency but also significantly improves customer satisfaction.” – Michael McGuire – Senior Contact Center Software Consultant 5. Related Resource Ebook | 16 Must Have Productivity Tools for your Contact Center 6. Related Article Customer Experience Automation – Benefits and Best Practices 7.

call center software 52

call center software Call Center Interactive Voice Response Coaching 52

ClientSuccess

MARCH 20, 2018

Customer Success Consultant. eBooks: Ultimate Guide to SaaS Customer Success Metrics. “It’s important to realize that it’s a privilege to be part of your customer’s life. You should create a customer experience that reflects it.”. Alicja Heyduk. Customer Success as a Culture: Customer Success Leaders Edition.

Coaching 40

Coaching SaaS Best practices Engineering 40

ClientSuccess

APRIL 7, 2017

Building strong customer relationships starts with simple tasks, like knowing every person’s name (and even some incidental information, like birthdays and work anniversaries), and can grow into a true consultative partnership. eBooks: 5 Ways to Surprise & Delight Your Customers.

Upselling 40

Upselling Customer centricity Personalization Best practices 40

inmoment

MAY 14, 2020

While there are several approaches a health insurance company could leverage to identify owners, we often recommend using the RACI framework (Responsible, Accountable, Consulted and Informed). Check out this eBook, “ 3 Reasons Health Systems Should Invest in Improving Patient Experience!”

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The key is being consultative and guide customers to their outcomes. I love that; as our clients are successful, we’re successful. Let’s connect

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. I strongly believe CSMs should view themselves, and their roles, as strategic consultants. I love that; as our clients are successful, we’re successful.

Marketing 40

Marketing Sales Consulting Consulting 40