CSM Practice

MAY 28, 2020

However, despite the increase in the demand for an effective customer success manager and teams, there is no standardized incentive model to compensate them. In this guide, let’s explore the available compensation plans, the right framework for thinking about customer success manager salary, and best practices.

Best practices 126

Best practices Management SaaS Metrics 126

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. Meeting service level agreements Customers value a fast response when they reach out for customer support. The numbers back this up.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Totango

OCTOBER 25, 2022

Customer Success Manager : A CSM works one-on-one with customers, guiding them through the customer journey and fostering a positive connection. They also advocate for customers’ business goals and anticipate how to meet them and how they will change over time. Build Customer Loyalty.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Totango

JUNE 24, 2022

A strategic approach to SaaS customer success includes several critical components: Technology plays a crucial role in SaaS customer success. SaaS technology and supporting apps should be used to implement a data-driven approach to customer success, automate best practices, monitor results, and manage performance.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). Best Practices for Onboarding New Tenants to the ISP Network Flawless tenant onboarding is critical for an ISP’s success.

Best practices 98

Best practices Feedback Education Self service 98

TeleDirect

MARCH 14, 2025

In this blog, we will explore five effective strategies to enhance customer engagement across different time zones , ensuring smooth operations, increased satisfaction, and higher customer retention rates. Social Media Support : Engages customers through direct messaging.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

TeleDirect

MARCH 20, 2025

18 Call Center Tips for Delivering Exceptional Customer Service Delivering exceptional customer service is crucial for maintaining a strong brand reputation and ensuring customer loyalty. To help businesses achieve this, we have compiled 18 proven tips that enhance customer interactions and optimize call center performance.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee.

Call Center 345

Call Center Contact Center Finance Consulting 345

TeleDirect

DECEMBER 24, 2024

Customers expect quick responses, personalized interactions, and seamless experiences across multiple channels. However, building and maintaining an in-house customer support team that meets these expectations can be challenging and costly. This is where outsourcing customer support becomes a game-changer.

outsourcing 62

outsourcing Customer Support Technical Support Healthcare 62

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Outsource Consultants

JANUARY 16, 2025

It’s not just about monitoring calls; it’s about continuously improving every customer interaction. This guide will walk you through the essential steps to create and maintain a top-notch QA program that aligns with your business goals and exceeds customer expectations.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Totango

FEBRUARY 4, 2020

While sales are always an important facet of any growth strategy, customer-centric growth means also emphasizing customer retention. This shift is rooted in the concept that when your customers succeed, so does your enterprise. 5 Best Practices for Customer-Centric Growth.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

SEPTEMBER 15, 2020

The following stakeholder engagement best practices are a great place to start: Build Key Relationships. The more meaningful communication you have with your customers, the better your relationship will be. However, every type of stakeholder can benefit from the following stakeholder engagement best practices: 1.

Best practices 72

Best practices Personalization Customer retention Enterprise 72

TeleDirect

FEBRUARY 3, 2025

By showing empathy and patience, agents can create positive experiences that improve customer retention and satisfaction. Master Multichannel Support (Phone, Email, Chat, Social Media) The best call outsourcing companies provide omnichannel support to meet customers where they are.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

ProProfs Blog

SEPTEMBER 17, 2021

In the next section, let’s understand some employee experience best practices. Circulate the decision made through various mediums like mail, virtual meetings, etc., According to the Cvent report , highly engaged employees can increase the average customer retention rate by 18%. Appreciate Your Employees.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Customer health scoring .

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Chase Clemons, Head of Customer Support at 37 Signals. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

NOVEMBER 5, 2024

The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions. A consultant can handle setup and ensure it meets the organization’s unique requirements.

Customer Service 52

Customer Service Management Metrics Consulting 52

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. My Calendar: Integrate your Google or Office 365 calendar to sync your customer meetings.

Best practices 72

Best practices Upselling Accountability SaaS 72

OctopusTech

JULY 21, 2023

Successful companies out there leverage this important information to boost customer retention and conversion rates. By coming up with a solid customer data management strategy, one can collect, organize, and analyze all the information using customer database management software.

Best practices 62

Best practices Management Upselling Sales 62

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Customer retention 63

Customer retention B2B Enterprise Best practices 63

Global Response

OCTOBER 15, 2024

Most businesses could benefit from an omnichannel contact center approach, as it provides a customer service experience that meets (and exceeds) customer needs and expectations and gives a competitive advantage. Most businesses could benefit from an omnichannel contact center approach.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

CSM Magazine

JANUARY 9, 2025

Why Customer Service Matters in iGaming Customer service in iGaming goes beyond answering queries or resolving issues. It is a critical element in building trust, ensuring customer retention, and enhancing user satisfaction.

Customer Service 52

Customer Service Entertainment Best practices industry standards 52

customer sure

JANUARY 20, 2025

Personalisation at Scale: Meeting Customers Where They Are Gone are the days of one-size-fits-all customer interactions. Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

CustomerSuccessBox

MAY 18, 2022

A customer exit interview is a tick-box activity for many firms, with the outcomes limited to a colorful graph at the quarterly team meeting. However, for businesses looking to expand, the customer exit survey is a once-in-a-lifetime opportunity to learn about your company from someone who counts. Actively listen to them.

Best practices 52

Best practices Surveys Construction SaaS 52

Balto

JANUARY 3, 2025

Meeting the Rising Demands of Modern Customer Expectations The call center industry is undergoing a seismic shift. Customers expect lightning-fast responses, personalized experiences, and consistent support across multiple channels. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.

Best practices 52

Best practices Call Center First call resolution Coaching 52

ROI CX Solutions

MARCH 12, 2025

Read Time: 7 minutes Table of Contents Introduction Omnichannel contact centers have many advantages that make them an attractive option for seamless customer communication for many businesses. Prompt, quality customer service is one of the most powerful tools for ensuring customer retention.

Contact Center 52

Contact Center Multichannel Interactive Voice Response Best practices 52

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. A successful contact center should be able to scale its operations to meet changing demand, whether it’s due to seasonal fluctuations or business growth.

Best practices 52

Best practices Call Center Omni-channel support Management 52

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You invited customers to co-create and validate what you learned. Imagine yourself a year from today.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

ChurnZero

AUGUST 31, 2021

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.

Customer retention 95

Customer retention Best practices B2B SaaS 95

Call Center Weekly

APRIL 9, 2018

Acquiring customers isn't easy and can often be a costly endeavor. Retaining customers is often a matter of listening to your customer's concerns, understanding their needs and putting your business in a position to meet these needs. I personally don't know of another way to think.

Best practices 143

Best practices Consulting Consulting Feedback 143

Totango

MAY 6, 2022

75-100 = Doing Well : The customer’s health indicators rank high, indicating satisfaction. 50-74 = Take Notice : The customer meets some criteria for high satisfaction but does not rank equally high in all categories. How to Improve Customer Health Score.

Best practices 124

Best practices Upselling Journey mapping Metrics 124

Hello Customer

JUNE 16, 2022

Whereas online stores may be quicker to meet customer’s expectations, brick-and-mortar stores can offer an added value that digital can’t. So, the customer experience should meet your customer’s expectations and needs across all touchpoints. Personalizing the retail customer experience.

Best practices 52

Best practices Customer Experience Feedback Surveys 52