Influitive

MARCH 11, 2021

With only 28 days to engage and delight their advocates, our customers’ programs have been pumping out creative campaigns, recruitment strategies and engaging community discussions this past month. Creating captivating content is crucial and with Valentine’s Day as the common backdrop, our customers delivered stellar results.

Customer advocacy 11

Customer advocacy Best practices 11

OctopusTech

JULY 21, 2023

Customer data nowadays is one of the most important types of data that are used by various businesses to optimize and improve their sales and marketing efforts. However, without any appropriate strategies for customer master data management, this wealth of information will always be unused. What is Customer Data Management?

Best practices 62

Best practices Management Upselling Sales 62

Education Services Group

JUNE 7, 2022

So, Forky asks a question: What is customer advocacy? Do you say: a) Customer advocacy is the foundation of Customer Success, wherein businesses put the customer experience first. This strategy involves tasking CS professionals with advocating for their customers’ needs across the entire customer lifecycle.

Customer advocacy 52

Customer advocacy B2B Consulting Consulting 52

Influitive

APRIL 12, 2021

Spring has sprung and our customers’ programs continue to deliver creative campaigns, innovative recruitment strategies and buzzing community discussions this past month. The post Influitive’s Key Customer Advocacy Insights: March 2021 appeared first on Influitive. Read on to dig into March’s data […].

Customer advocacy 10

Customer advocacy Best practices 10

Amity

DECEMBER 21, 2017

Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. Creating a Post-Sales Process for Customer Success by guest writer Brooke Goodbary.

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107

Balto

JANUARY 3, 2025

In this comprehensive guide, well explore how to transform traditional call center monitoring practices into a dynamic framework for continuous experience improvement. From key metrics to advanced AI tools, youll discover actionable strategies to elevate both customer and agent outcomes.

Best practices 52

Best practices Call Center First call resolution Coaching 52

ChurnZero

SEPTEMBER 27, 2024

Outcomes based customer success, a strategy that focuses on ensuring customers achieve their desired outcomes, sounds intuitive. But with so many stakeholders in the picture, including your team, your customers, and other internal teams, it’s easier said than done. What if they don’t attend your training session?

Best practices 52

Best practices Accountability Sales Feedback 52

Influitive

OCTOBER 21, 2015

“We want to keep the relationship with the individual to help them grow their careers—and consider bringing us with them to their next job,” says Merissa Hamilton , Manager of Customer Advocacy at Marketo. . Advocate marketing programs can help employees enjoy their jobs more, and in turn, provide better service to customers.

B2B 99

B2B Marketing Customer advocacy Advertising 99

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!

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ClientSuccess

JUNE 24, 2019

ClientSuccess is excited to host Andrew Stapleton , VP of Customer Success at G2Crowd , for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Webinar: How to Gather and Use Reviews for Customer Advocacy. Best practices for gathering reviews.

Customer advocacy 40

Customer advocacy B2B SaaS Best practices 40

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years. Advocacy comes in many forms.

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

Totango

OCTOBER 22, 2019

To retain customers long-term , you’re going to need a clear strategy. Here are some ways to create a customer journey strategy that will help you foster lasting customer relationships. How to Make a Customer Success Strategy that Demonstrates the Value of Your Product. Best practices: .

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Best practices Customer advocacy Upselling Accountability 49

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ClientSuccess

DECEMBER 5, 2022

Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. Increase customer satisfaction, retention, and loyalty. Receive invaluable customer feedback on products, services, and strategies. Gain insights into customer needs in order to develop better offerings.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

ChurnZero

JUNE 27, 2023

In business, particularly among customer success professionals, it conjures up one key question: how can we do more with less? The answer is simple: you need a digital-first strategy. 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

CustomerSuccessBox

SEPTEMBER 20, 2021

Top reads that we recommend: Alternative Approaches to Customer Satisfaction Metrics. How to Mature Your Customer Expansion Strategy. Ellie Wu – the founder and chief evangelist behind Picture CS has a first-hand understanding of customer lifecycle and Customer Success. The CSM Practice.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Influitive

AUGUST 31, 2016

Analysts at Forrester and Gartner have outlined how advocate marketing strategies can spark B2B growth by increasing leads, brand awareness, and customer retention. However, fear of failure still prevents many brands from investing in customer advocacy—especially if more traditional.

Marketing 56

Marketing Customer advocacy B2B Customer retention 56

ClearAction

JANUARY 20, 2020

Our 5-year study of CX practices indicated stronger business results when CX insights are a determinant of corporate strategy rather than a subset or unrelated. CX strategy and company strategy are intertwined; potential of one is gated by the other. Customer-facing roles communicate or deliver value.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

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. Facilitate learning and information sharing across your customer base.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

ChurnZero

JANUARY 8, 2021

As we continue to grow as a company, I’m confident that Staci’s leadership will accelerate our customer strategies, success, and retention, ensuring every customer voice is heard, feels supported, and sees maximum value in our Khoros software and services.”. Diane Gordon, Senior Vice President of Customer Success, Validity.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

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.

Customer Experience 45

Customer Experience Management Customer advocacy Best practices 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? eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing Customer advocacy Surveys CRM 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

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

ProProfs Blog

MAY 1, 2020

A good customer service skills training program concludes with employees taking thoughtful takeaways from insights into various examples and market trends discussed in it. It empowers them to view customer service in a new light and to redesign their customer service strategies. . Product and Technical Skills.

Customer Service 128

Customer Service Customer Support Education Feedback 128

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. Because they spend so much time in the product, advocates often start to dictate the strategy of the product lifecycle. .

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

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

ClearAction

JANUARY 20, 2020

Our 5-year study of CX practices indicated stronger business results when CX insights are a determinant of corporate strategy rather than a subset or unrelated. CX strategy and company strategy are intertwined; potential of one is gated by the other. Customer-facing roles communicate or deliver value.

Surveys 90

Surveys Metrics Chief Customer Officer Feedback 90

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. Aaron Thompson. Rick Adams. Ari Hoffman.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

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! Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

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

inSided

SEPTEMBER 22, 2022

One of the positive things to come out of the past two years of working remotely, and uncertainty during COVID, is an increased focus on Digital Strategies, Digital Customer Success, tech-touch, one-to-many, scaled Customer Success, etc. The need for Digital Strategies will only grow as your company grows.

Education 59

Education SaaS Accountability Customer advocacy 59

Nicereply

MAY 22, 2023

Social media support is an essential part of customer satisfaction strategy for many companies. The key to a successful social media strategy lies in providing customer support through all available channels. For a more comprehensive guide, check out Tips on Social Media Strategy for Your Customer Service.

Complaint resolution 52

Complaint resolution Feedback Customer Support Surveys 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