Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business.

Best practices 108

Best practices Enterprise Customer retention Marketing 108

Calabrio

APRIL 11, 2025

As well explore below, this stage can integrate theory with practice through methods like simulations, role-playing, and closely monitored exercises, allowing agents to apply skills in a safe, controlled setting with immediate feedback. Learning by observation can also be particularly powerful at this stage.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

PeopleMetrics

MARCH 1, 2017

Then take time to walk through the following exercise: Give one example of how that specific initiative aligned with your new guiding principles. And once you have a set of guiding principles, you'll need to put them to the test. Think of an example of misalignment.

Customer centricity 61

Customer centricity Best practices Banking Brand ambassadors 61

Balto

JANUARY 18, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Onboarding That Actually Sticks Too many call centers treat onboarding like a checkbox exercise. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Onboarding That Actually Sticks Too many call centers treat onboarding like a checkbox exercise. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

ProProfs Blog

JANUARY 17, 2020

With a good customer service recovery process in place, your company can: Increase the number of loyal customers substantially. Increase the chances of customer retention. Not only that but customers also start to respect the company and spread a positive word for the company. . The end goal = no loss of customers.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 97

Management Upselling Coaching Best practices 97

NobelBiz

JANUARY 28, 2025

Insurance For insurance call centers, customer retention is paramount. The Policy Renewal Rate measures loyalty by tracking how many customers renew their policies. Consider using role-playing exercises and call recordings to reinforce best practices and build agent confidence.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. Customer journey map design.

Journey mapping 98

Journey mapping Surveys Advertising Feedback 98

TeleDirect

JUNE 2, 2021

Same goes for birthday parties at the office, team-building exercises, and a thousand other things. Remote ways of working aren’t going away, but the farther we get from the worst ravages of COVID-19, the more likely open space office best practices are ready to go.

Business Process Outsourcing 75

Business Process Outsourcing Best practices Call Center outsourcing 75

Comm100

FEBRUARY 6, 2023

Some common examples of self-service that will shape CX in the financial industry include: Onboarding process : Digitization of this exercise can help you convert new customers by allowing them to sign up, go through the KYC process, and start using your product and service without visiting your office or talking to a representative.

Customer Experience 98

Customer Experience Brand ambassadors Self service Chatbots 98

CustomerSuccessBox

JUNE 18, 2021

As a customer Success manager when do you engage with the sales manager for the best result. Webinar: Best Practices for a Customer Success team. In the Webinar, you’ll learn how the Customer Success team works together and the much needed Intra-departmental efficiencies and inter-departmental communication.

SaaS 52

SaaS B2B Customer retention Upselling 52

ChurnZero

JANUARY 26, 2021

So how can CSMs engage with their customers in an outcomes-oriented way? . We’ve designed a tool called the Joint Success Plan which helps CSMs capture, measure, communicate and execute against customer goals. . The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name).

Management 98

Management Chief Customer Officer Upselling SaaS 98

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole. Three Tips.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52

ChurnZero

APRIL 12, 2019

During this webcast we also learned: The key aspects of customer-centric business practices (e.g. organizational accountability for Customer Experience, Voice of Customer (VOC) feedback loops, with examples and best practices. Churn Monster Playbook: Your Definitive Guide to Fighting Customer Churn.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

GetFeedback

DECEMBER 27, 2018

Make a list of everything you’d like to know about your customers. While this minimalistic approach may seem to undermine your mission for info, the exercise will help you avoid high abandon rates and ultimately get more from your surveys. Learn about the top two customer surveys for predicting and increasing customer retention.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

aircall

JUNE 16, 2021

What Is Great Customer Service? Good customer service is all about making customers feel positive about the time they spend talking to you. You can achieve this through several best practices: Promoting a warm and welcoming approach among your customer service agents.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Education Services Group

FEBRUARY 26, 2023

customers). As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of. We do well in front of crowds (i.e., And we both go on tour. At ESG, we call it the CS roadshow.

Education 97

Education Sales Management Marketing 97

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Each of the strategies we’ll discuss throughout this article fall under one of four main principles: Knowing your customers.

Customer retention 28

Customer retention Sales Personalization CRM 28

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Because we said so! Actually, it’s a fair question.

Journey mapping 53

Journey mapping Customer retention Enterprise Analytics 53

Outsource Consultants

JANUARY 28, 2025

A top-tier contact center must integrate these channels seamlessly, providing a unified customer experience. Companies with omnichannel customer experience management programs achieve a 91% higher year-over-year customer retention rate compared to those without such programs.

Enterprise 67

Enterprise Contact Center Average Handle Time contact center solutions 67

Education Services Group

FEBRUARY 8, 2022

A great one will help drive consistent customer experiences and contribute to your Customer Success organization’s ability to predict customer needs, optimize CS delivery, and improve customer satisfaction and retention. Imagine being an executive leader who understands the value of a good customer journey map.

Journey mapping 52

Journey mapping Customer Experience Sales Marketing 52

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

ChurnZero

APRIL 24, 2020

Instead of sitting there and asking people questions, people answering, and writing all those answers down or listening to people have side conversations about some of the questions, I’d do more of an interactive exercise while you have everyone in the room. Customer Success Around the Web.

Journey mapping 72

Journey mapping Sales Best practices Metrics 72

Education Services Group

NOVEMBER 16, 2021

Of course, the downside of the dynamic engagement model is that, if you’re really going to do it – go all in and reap its full benefits – you have to throw out your existing customer segments and start fresh. You might even feel like breaking out your customers by segment is too important to your current CS strategy and processes.

Best practices 52

Best practices Self service Enterprise Analytics 52

Education Services Group

MAY 6, 2022

It’s a continuous exercise in developing and displaying empathy that will lead to trust, openness, understanding, and compromise. (A Even in the most empathetic environments, we don’t always know the battles being fought, the energy drained to do the basics, or the vitality some struggle to find every day. The Resolution.

Personalization 98

Personalization Best practices Customer retention 98

Education Services Group

JUNE 22, 2022

So, an exercise that is really helpful to do is really being able to display how much time per week your team is spending on escalations and how much time they spend servicing your clients. JB: So, [as a CSM,] the amount of work you spend doing administrative tasks is really always what it comes down to.

Engineering 52

Engineering Personalization Best practices Customer retention 52

Education Services Group

OCTOBER 4, 2022

Best practice is to name segments based on their defining characteristics like Enterprise, Mid-Market, Growth, SMB, and Emerging. It’s the bottoms-up counterpart that validates or invalidates the assumptions made in segmentation and the initial portion of your tiering exercise. At ESG, we call this a capacity plan.

Best practices 52

Best practices Finance Enterprise B2B 52

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Thorough trial and error will strengthen your delivery to the client and help you understand the best practices for your business.

Education 52

Education Best practices Journey mapping Analytics 52

Education Services Group

JULY 5, 2022

After all, aren’t mistakes the best way to learn? During the workshop focusing on a Growth Mindset for Customer Success, led an exercise around key aspects of a successful work culture: Learning, Feedback, Innovation, and Safety.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

Education Services Group

JANUARY 5, 2022

TSIA believes that there is a correlation between positive Net Promoter Score (NPS) metrics and customer journey mapping at the beginning of onboarding. What information and factors are you looking at as you go into this mapping exercise? Is customer satisfaction a specific point of interest?

Journey mapping 52

Journey mapping Metrics Customer centricity Customer Experience 52

Quiq

AUGUST 20, 2019

Cross-channel communication doesn’t just provide a more seamless user experience — it also keeps customers coming back. Companies who offer a cross-channel user experience have seen over 90% higher year-over-year increases in customer retention, according to Aberdeen. See a Demo Today.

Contact Center 40

Contact Center Best practices Engineering Customer retention 40

Education Services Group

JUNE 22, 2020

ESG : Would you say this kind of exercise is beneficial no matter what your level of Customer Success Maturity is? JG : “Regardless of where a CS organization is or if they have budget for a CS tool, this exercise provides a lot of value.

Metrics 52

Metrics Construction Engineering Analytics 52

Quiq

AUGUST 20, 2019

Cross-channel communication doesn’t just provide a more seamless user experience — it also keeps customers coming back. Companies who offer a cross-channel experience have seen over 90% higher year-over-year increases in customer retention, according to Aberdeen. Not an easy task! . See a Demo Today.

Contact Center 40

Contact Center Best practices Engineering Customer retention 40

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction.

Metrics 59

Metrics Surveys Analytics Feedback 59

Education Services Group

FEBRUARY 16, 2022

That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

Education Services Group

DECEMBER 10, 2019

We know that we eat a lot of bad food and we don’t exercise enough. But think about how complicated we make the concept of health, with all the superfoods and the magic ingredients and crash diets and pseudoscientific exercise clothing. We know that the simple solution is to eat more vegetables and move around more. Part 2: Strengths.

Education 40

Education SaaS Coaching Personalization 40