ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Benchmark 80

Benchmark Upselling Education Best practices 80

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Customer retention is vital, and poor call centers do not retain customers.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Comm100

JANUARY 21, 2020

Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. So, what should you look at when planning or evaluating your customers’ digital journey? Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts.

B2C 84

B2C B2B Benchmark Best practices 84

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Improved experiences deliver better outcomes for customers and higher satisfaction. Video chat.

B2B 119

B2B Journey mapping SaaS Upselling 119

Fonolo

JANUARY 14, 2020

Despite her unorthodox beginnings, Marsha is a very well-known customer service consultant. She’s the author of the “Ultimate Online Customer Service Guide” and over 40 books in the “for Dummies” series on best practices for eBay, Twitter, Facebook and social media. .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. The post Three Ways to Ramp Up Contact Center Quality Assurance appeared first on Calabrio.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Education Services Group

JULY 30, 2018

Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) So while there are similarities that can drive the process for identifying appropriate segmentation approaches, a level of customization to achieve optimal results is still required. Download now!

Metrics 53

Metrics Analytics Accountability Best practices 53

Education Services Group

APRIL 25, 2021

If you said ‘no,’ you’ve got some work to do because creating a consistent CSM experience leads to a consistent customer experience. Engaged and productive CSMs are better able to grow an engaged and happy customer base. I could write an entire white paper on Customer Success monetization.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Download our white paper, Neuroscience and Customer Success , to learn more about the implications discussed in this blog post. Download our Neuroscience and Customer Success white paper. Learn More!

outsourcing 51

outsourcing Consulting Consulting Management 51

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. But it’s the best way to put your company on the map.

Journey mapping 53

Journey mapping Customer retention Enterprise Analytics 53

Education Services Group

OCTOBER 4, 2018

It’s your job to set customer expectations, drive them toward success, and ensure they get value from your product as early and frequently as possible. Check out the full list in our white paper, Onboarding your Customers with Purpose, Momentum, and Precision.

Sales 53

Sales Metrics Customer Experience Best practices 53

Comm100

JANUARY 21, 2020

Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. So, what should you look at when planning or evaluating your customers’ digital journey? Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts.

B2C 40

B2C B2B Benchmark Best practices 40

CustomerSuccessBox

JUNE 21, 2022

Also, this way they get to know customers and their pain points better. This leads to a smooth transition of customers and creates a better customer experience. A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention.

Education 52

Education Customer retention Sales B2B 52

Education Services Group

MAY 11, 2018

That’s where the cavalry, more commonly known as virtual Customer Success Managers (vCSM), comes in. vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

ClearAction

FEBRUARY 7, 2016

Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Experience is Decided by You article.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Education Services Group

MAY 25, 2018

Discover more about hitting the ground running with ES integration into your CS strategy by downloading our white paper, “Turning Knowing into Growing: Integrating Education Services for More Powerful Customer Success.”. Share with us – How have you leveraged Education Services in your Customer Success Strategies?

Education 45

Education Journey mapping outsourcing Upselling 45

Education Services Group

FEBRUARY 1, 2023

In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” we shared a timeline that CS leaders should allot 6 to 12 months to test, iterate, and validate the initial engagement models, customer journeys, health scores, playbooks, and broader data mapping.

Metrics 52

Metrics Construction Finance Upselling 52

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper In our work with more than one hundred organizations over the past five years, we have observed that ineffective customer onboarding (onboarding) is a principal cause of customer disenchantment that can precipitate significant and unnecessary customer churn.

Education 62

Education B2B Sales Surveys 62

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. How to Build a Customer Service Knowledge Base. Your knowledge base can include : Quick-start guides. How-to instructions. Product specifications.

Customer Service 62

Customer Service Self service Engineering Customer Support 62