Influitive

JULY 13, 2021

Read on to dig into June’s data and customer examples. Recruitment and Engagement Last month, our customers welcomed over […]. The post Influitive’s Key Customer Advocacy Insights: June 2021 appeared first on Influitive.

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Customer advocacy Best practices 10

Influitive

JUNE 17, 2021

Read on to dig into May’s data and customer examples. Recruitment and Engagement Last month, our customers welcomed over 16,000 users to their […]. The post Influitive’s Key Customer Advocacy Insights: May 2021 appeared first on Influitive.

Customer advocacy 10

Customer advocacy Best practices 10

Influitive

APRIL 12, 2021

Read on to dig into March’s data […]. The post Influitive’s Key Customer Advocacy Insights: March 2021 appeared first on Influitive. We’re proud to share significant growth in the 3R’s (referrals, references and reviews) along with social share activity and nearly $12M in generated ROI in March.

Customer advocacy 10

Customer advocacy Best practices 10

Influitive

MAY 17, 2021

Read on to dig into April’s data and customer examples. The post Influitive’s Key Customer Advocacy Insights: April 2021 appeared first on Influitive. With it came significant growth in survey and feedback activity completions, the number of engaged members and nearly $16 million in generated ROI.

Customer advocacy 10

Customer advocacy Surveys Feedback Best practices 10

Balto

JANUARY 3, 2025

How Call Center Monitoring Links to Business Goals Monitoring can directly influence key organizational metrics: Net Promoter Score (NPS): Delivering consistent, high-quality service positively impacts customer advocacy. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.

Best practices 52

Best practices Call Center First call resolution Coaching 52

ChurnZero

SEPTEMBER 27, 2024

But with so many stakeholders in the picture, including your team, your customers, and other internal teams, it’s easier said than done. That’s especially true when it comes to aligning everyone on outcomes and gathering the data to track and measure them, which requires a set of outcomes based customer success best practices.

Best practices 52

Best practices Accountability Sales Feedback 52

ClientSuccess

OCTOBER 17, 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. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. Let’s get started!

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Best practices Chief Customer Officer Customer advocacy SaaS 56

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.

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Customer advocacy Marketing Best practices Accountability 40

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. Automated workflows can then be set up to implement best practices that promote desired outcomes.

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SaaS Journey mapping Best practices Customer advocacy 99

Mindtouch

MARCH 14, 2017

.” Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud. Without the proper internal structure geared towards helping your customers succeed, you will find high churn that results in lower retention rates, poor customer advocacy, and your competitors stealing your base out from underneath you.

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SaaS Customer advocacy Self service Best practices 77

AskNicely

SEPTEMBER 25, 2018

While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program. Even worse, companies that lack high-level support for NPS tend to experience both higher customer turnover and significantly lower revenue growth. Still Room For Improvement.

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Customer advocacy Benchmark Upselling Best practices 60

Taylor Reach Group

FEBRUARY 22, 2019

Depending on the severity of the failure, delivery may be anywhere on a priority continuum from; ‘Give the customer the remediation steps when they experience the failure.’. Here are three examples from the industry; 1) The smartphone applet community is a great example of best-practice; low CES with transparent delivery.

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

ClearAction

OCTOBER 10, 2017

Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience team steps in.” These firms comprised the best-practice profile in the four-year study conducted by ClearAction.

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B2B Customer Experience Customer advocacy Best practices 83

GetFeedback

NOVEMBER 23, 2019

This, according to him, is where Salesforce Customer 360 Truth comes in: a set of capabilities that unites all a company’s data points to build a single view of their customer. . And from these discussions, three key customer experience trends came to the surface. CX Takeaways in a nutshell.

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Customer advocacy Sales Personalization Coaching 19

CustomerSuccessBox

SEPTEMBER 20, 2021

It shifts the focus away from providing general information about the “why” and the “what” of Customer Success, to delivering practical, proven methods and practices that provide the “how” of delivering Customer Success. Recommended reads: Leveraging Analytics and Data to Empower Customer Success.

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SaaS Customer centricity B2B Best practices 64

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?

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Customer advocacy Self service Coaching Feedback 60

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. Q: How would you define great customer experience? Giving customers what they want when they want it, how they want it.

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Surveys Customer advocacy Sales Feedback 87

Influitive

APRIL 6, 2017

This is the sixth post in a series about launching a customer advocacy program. The second post looked at data integrity. The third post focused on best practices for communicating with advocates. In the fourth post, we looked at best practices for.

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Customer advocacy Best practices B2B Marketing 40

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. Potential clients want to see data and reviews that prove people are loyal to the brand of software they are considering. .

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Customer advocacy B2B Enterprise Feedback 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? Voice of Customer. Customer Engagement. Social Media.

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Marketing Customer advocacy Surveys Best practices 52

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

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Customer Experience Management Customer advocacy Best practices 45

Customer Guru

AUGUST 21, 2018

Mark is CEO & CMO of Loyalty360, an “Association of Customer Loyalty” He has vast experience in designing and administering loyalty/CRM programs, and data-driven marketing communication programs. Mark Johnson Follow @MJohnsonLoyalty. Marsha Collier Tweet to @MarshaCollier. Rod Butcher Follow @rodbutcher.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

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

Totango

OCTOBER 22, 2019

Segment the following customers: New customers pending onboarding. Currently onboarding customers . Best practices: . Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Proactively manage customer communications. At-risk customers.

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Best practices Customer advocacy Upselling Accountability 49

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. About CSM Practice.

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Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

MAY 9, 2022

The dashboard’s initial component should be a set of comprehensive customer health indicators, which should be divided into external and internal views based on the level of information in your data gathering. An effective dashboard includes every aspect of your company or product that interacts with customers.

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Metrics Upselling Customer advocacy Best practices 52

AskNicely

OCTOBER 1, 2018

How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. You are ready to go from customer conscious to customer powered.

APIs 60

APIs Surveys Best practices CRM 60

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

ProProfs Blog

MAY 1, 2020

Perfect assimilation of automation, technology, and human skillset to process the unstructured data-driven from various channels to find actionable insights into customer behavior, preferences, and demands. Collection of customer feedback , processing the data, and working on the inferences drawn from the same.

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Customer Service Customer Support Education Feedback 128

CustomerSuccessBox

MARCH 17, 2022

A playbook is a set of actions, next moves, and strategic things that Customer Success Managers (CSMs) can use to assist clients in achieving a scalable goal or aim. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! Suggested Resource : Customer Onboarding Template.

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Customer advocacy Upselling SaaS B2B 52

ClearAction

JANUARY 20, 2020

Key driver analysis (advocacy index correlation analysis) opens the door to actionability. Key drivers identify areas where non-customer-facing teams can make a difference. Apply Pareto analysis to customer comments and operations data for each key driver. 10) Close the Loop with Your Customer Base.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

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. Well, it could mean both.

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Metrics Sales Best practices Customer advocacy 93

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. About CSM Practice.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. About CSM Practice.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. 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. You can watch him speak at Customer Advocacy conferences.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

ChurnZero

JUNE 27, 2023

In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1. Speaking from experience, I can tell you that you’re never going to have clean data. They feel it’s not good or clean enough to use.

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Journey mapping SaaS Customer advocacy Finance 52

InGenius

DECEMBER 19, 2019

Not just an exhibitor, we were excited to join our customers in several different presentation tracks and keynote sessions: Revolutionizing Salesforce Phone Integration and the Future of CTI , featuring partner Illuma Labs. ComSci led the way on best practices sharing for going beyond cost transparency.

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Contact Center Customer centricity Enterprise Finance 98