ProProfs Blog

MAY 1, 2020

Collection of customer feedback , processing the data, and working on the inferences drawn from the same. And, undoubtedly, a commendable customer service representative training program is able to educate and train employees in all these spheres. . in the wake of a crisis. Product or Company Updates.

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Customer Service Customer Support Education Feedback 128

ChurnZero

JANUARY 8, 2021

Phillip is passionate about providing the best customer experience and his background in sales demonstrates a successful track record of growth, relationship building and deep understanding of our industry and best practices,” said Allie Magyar, founder and CEO of Hubb. . Follow Mahesh on LinkedIn. .

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Chief Customer Officer Healthcare Customer centricity Customer retention 98

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?

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Customer advocacy Marketing Metrics Feedback 49

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Jessica Jurmann , Director of Customer Success, G2. Watch the session: Customer Advocacy as a Growth Engine. Customer Success leaders need to have business acumen if they want a seat at the table.

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Customer advocacy SaaS Chief Customer Officer Sales 98

inSided

SEPTEMBER 22, 2022

Other examples of a Customer Community helping you scale your CSM team’s reach and making them more efficient are: Adoption : A Customer Community acts as the one centralized location for all Customer Success and Educational content. Inviting customers to Advisory Boards and Beta Groups. Easy access to education.

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Education SaaS Accountability Customer advocacy 59

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.

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SaaS Customer advocacy Coaching B2B 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.

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Metrics Customer advocacy Customer centricity Customer effort 59

Influitive

MAY 19, 2016

“Their work is cyclical and driven by unmovable deadlines, which may impact the time and the way they interact with an advocate marketing program,” says Lisbeth Hansen , Director, Customer Advocacy at Demand Spring. Keeping your requests clear and simple is the best way to pique their interest. Addressing their concerns.

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Finance Customer advocacy Education Marketing 40

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

Influitive

APRIL 27, 2018

On Valentine’s Day this year, Nicole Dingley, Director of Customer Success at Wiley—a publishing and education technology company—gave each of her customers a gift card and asked them what it is that they love most about the company and product.

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Education Technology Best practices Customer advocacy 68

Influitive

AUGUST 3, 2015

Instead, your customers need to be consistently incentivized to create social proof for your product through your marketing efforts. The best way to do this is to build an advocate marketing program that engages your best customers with fun and educational resources , and then asks them to publicly advocate for your brand.

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B2B Marketing B2C Education 66

Nicereply

MAY 22, 2023

A preferable approach would be to enable customer agents to ask pertinent questions to all applicable departments and managers with the ability to resolve clients’ concerns. By proactively sharing valuable information, you empower customers to find solutions on their own and establish your brand as a knowledgeable authority.

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Complaint resolution Feedback Customer Support Surveys 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. And the best CS teams main priorities include : Product adoption. Customer advocacy.

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Upselling Customer advocacy Feedback Accountability 61

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.

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Customer advocacy CRM Accountability Marketing 52

Amity

JUNE 28, 2017

The good news is that drawing on the experience from other maturity models, we identified a few best practices. Decision : RETAIN: if you had services resources available and were interested in investing in services, these are the top customers to do it with. These are the customers you love – and they love you!

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Chief Customer Officer Consulting Consulting CRM 60

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. Data and sentiment will help these “pods” identify advocates and quantify the benefit of greater customer advocacy. Customer Success Resource.

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Chief Customer Officer Sales SaaS Customer centricity 61

Education Services Group

JUNE 12, 2023

Not everyone does it exactly like this, but we’ve seen many a customer journey map in all our years helping businesses build them. While there is no universally accepted, one-size-fits-all model for the journey, we’ve divided it into the five stages that broadly fit CS best practices the most.

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Journey mapping Best practices Benchmark Sales 52

SmartKarrot

NOVEMBER 22, 2022

Role: Director, Customer Success Location: Remote, United States Organization: iHeartMedia As a Director of Customer Success, you will work with the SVP, Digital Solutions and lead the efforts for operational excellence of the Account Management team. Continuously research and learn from best practices in the industry.

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Best practices Customer advocacy Government Upselling 19

SmartKarrot

AUGUST 16, 2022

As a Director of Customer Success, you will build out and lead the customer success organization that includes customer service and field applications scientists. Establish both leading and lagging KPIs to enhance customer advocacy. Presenting product education sessions to small-medium-sized groups.

Upselling 19

Upselling Customer advocacy Education Best practices 19

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Proactively engage lagging customers to reduce churn and get them on the right track.

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Customer advocacy Education Technical Support Finance 19

SmartKarrot

NOVEMBER 8, 2022

Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy).

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

APRIL 18, 2022

Drives innovation, best practices, and process improvement. Enforce process adherence across the teams to create a consistent experience for customers and other team members. Monitor customer health to track usage and overall customer satisfaction. Apply here: [link] Role: Sr.

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Advertising Customer advocacy Finance Best practices 19

SmartKarrot

NOVEMBER 15, 2021

Work closely with cross-organizational teams to prioritize customer-requested features to yield the greatest ROI. Champion customer messaging strategy to drive customer education and influence customer behaviors. Ensure customer success team is adhering to customer engagement best practices.

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Real estate Inbound sales Upselling Customer advocacy 19

SmartKarrot

AUGUST 24, 2021

Manage customer success activities, on-boarding and adoption, customer success management, renewals, cross-sell/up-sell sales leads, and customer advocacy. Utilize customer feedback and performance data to drive both true and perceived customer value. with the Product & Tech teams.

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Best practices Customer advocacy Education Accountability 19

SmartKarrot

JANUARY 19, 2022

Maximize customer retention by providing excellent customer service, product knowledge and driving best practice. Stay engaged with your portfolio of customers – driving product usage and maintaining customer advocacy. Communicate and collaborate effectively across all internal teams.

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Customer advocacy Benchmark Call Center Coaching 3

SmartKarrot

OCTOBER 13, 2022

As a customer advocate, you will also partner with internal teams outside of Customer Success such as Product, Sales, Support, Engineering, and Marketing.? Create long-standing partnerships that result in customer advocacy.? Educate and nurture Members on new features and best practice guides with regular review meetings.

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Customer advocacy Technical Support Feedback Education 19

SmartKarrot

SEPTEMBER 7, 2022

Establish executive-level customer relationships with the most strategic customers. Inspire and drive a company-wide culture of Customer Success, creating a strong culture that fosters customer advocacy. Ensuring best practices across clients in line with agreed processes. Apply here: [link].

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

SmartKarrot

OCTOBER 19, 2022

Educate the clients’ workforce and hold webinars to ensure everyone knows how to use the Workplace application. Maximize customer retention by providing excellent customer service, product knowledge and sharing best practice.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

SmartKarrot

AUGUST 4, 2022

Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing.

Customer advocacy 19

Customer advocacy Accountability Customer centricity Education 19

SmartKarrot

NOVEMBER 11, 2021

Analyze key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement. Lead the knowledge-sharing effort derived from the voice of the customer between all departments of the company. Driving increased value, customer satisfaction, and retention.

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Customer advocacy Technical Support Consulting Consulting 19

SmartKarrot

JANUARY 11, 2022

Build and lead the world-class Customer Success team by developing and refining processes and procedures to meet/exceed defined KPIs and metrics of success. Increase renewal rates and reduce churn revenue growth and support new business growth through greater customer advocacy and reference-ability.

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Customer advocacy Government Accountability Metrics 19

SmartKarrot

JUNE 11, 2021

Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. The course is led by trainers who have 60+ years of combined experience in the customer success space. For course details, click here.

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SaaS Best practices Accountability Education 22

Education Services Group

AUGUST 25, 2023

Written by Peter Armaly It’s summer in the northern hemisphere and the month of August is the most languid month for business.

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SaaS Sales Journey mapping Feedback 52

Education Services Group

JULY 18, 2023

So…quick question: What is a customer journey map? A customer journey map can be many things. Organizations that leverage them wisely use them as step-by-step guides for customer engagement throughout the customer lifecycle. But let’s think about it for a moment.

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Journey mapping Customer centricity Customer Experience Surveys 52

Education Services Group

JULY 5, 2023

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. Eventually, subscriptions come up for renewal, and that’s when the customer decides if they want to continue their relationship with you or cut ties indefinitely.

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Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. We’ve talked Awareness, Consideration, and Acquisition.

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Journey mapping Government SaaS Self service 52