ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Provide valuable customer insights to inform product development, marketing campaigns, and sales strategies. Foster a culture of customer-centricity throughout the organization. Conduct training and workshops for clients.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

DECEMBER 28, 2021

When your team is up-to-date on the latest best practices and technology tools and prepared to handle frequent support issues, your customer success strategy will be more effective and your customers will enjoy greater satisfaction, resulting in higher retention. Optimize Your Renewal Process.

Best practices 102

Best practices Benchmark Education Surveys 102

Interaction Metrics

FEBRUARY 20, 2025

A well-trained frontline team can turn a negative experience into a positive one, creating opportunities to build stronger customer relationships. Provide workshops and targeted coaching based on NPS insights. Use real customer feedback to tailor training sessions that focus on common pain points and best practices for resolution.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

GetFeedback

AUGUST 14, 2019

Why only consider the percentage of those customers who call themselves satisfied? . A big reason is that tracking the two highest values from CSAT is the more accurate predictor of customer retention than overall averages. . You’ll get custom recommendations based on your score. Get Calculator. Free CSAT Toolkit.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Taylor Reach Group

MAY 24, 2018

Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL. SOCAP 2018 Quality Monitoring Workshop: June 13-14, Chicago, IL.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Calabrio

JULY 5, 2016

Beyond providing sophisticated contact center management software, Calabrio also works directly with organizations to develop strategies for improving customer retention and customer service.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

CSM Practice

SEPTEMBER 15, 2019

Ensuring customer success will require turning the entire business around to be customer-centric. Regardless of company size, the customer-friendly mindset must be spread across all departments as it is crucial to customer retention and long-term relationships. 3) Workshops.

Accountability 45

Accountability Consulting Consulting Upselling 45

CSM Practice

JUNE 19, 2019

For a high growth company with a growing customer base, the solution to scaling customer education might a calculated blend of on-site and online training for different account segments or customer stakeholder roles. The customer success team needs to consider the customer feedback in the scaling process.

Education 67

Education SaaS Feedback Accountability 67

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

Education Services Group

FEBRUARY 8, 2022

Because we get asked about our customer journey mapping workshops a lot. In developing our best-in-class methodologies, we’ve learned a bit about what it takes to make customer journey maps successful. We’ve also learned the pitfalls of lousy customer journey maps and – critically – what makes the difference.

Journey mapping 52

Journey mapping Customer Experience Sales Marketing 52

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

NobelBiz

JUNE 19, 2023

Key Best Practices in Call Center Monitoring Here, we delve into the must-have protocols and best practices for call center monitoring: Regular Training & Coaching: Frequent coaching sessions and workshops ensure your agents stay updated with product knowledge and customer service skills.

Call Center 52

Call Center Coaching Contact Center Metrics 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

ClearAction

AUGUST 6, 2019

group that makes sure anybody interacting with customers (internal/partner/etc.) is using material and content in alignment with defined tone of voice and customer needs per customer journey insights. Customer Journey Mapping Best Practices. adopting a practice because everyone is doing it).

Marketing 48

Marketing Journey mapping Customer centricity Best practices 48

CSM Practice

JUNE 19, 2019

For a high growth company with a growing customer base, the solution to scaling customer education might a calculated blend of on-site and online training for different account segments or customer stakeholder roles. The customer success team needs to consider the customer feedback in the scaling process.

Education 40

Education SaaS Feedback Accountability 40

SmartKarrot

JANUARY 3, 2022

Apply here: [link] Role: Customer Success Manager Location: Brooklyn, NY, US Organization: Nowsta As a Customer Success Manager, you will become an expert on the Nowsta platform and staff management best practices. Conduct product walkthroughs, workshops, and webinars.

Enterprise 3

Enterprise Accountability Feedback Best practices 3

SmartKarrot

MAY 14, 2020

Apply here: [link] Role: Customer Success Manager, West Location: Foster City, CA Organization: Exabeam The Customer Success Manager is responsible for developing and expanding customer relationships that promote retention and loyalty leading to a successful renewal.

CRM 10

CRM SaaS Accountability Best practices 10

SmartKarrot

JULY 30, 2021

Strong focus on driving engagement and adoption of the platform to promote retention and loyalty. Ensure a plan is in place for each customer, to address governance best practices, change management, training options, engagement and adoption. Onboarding may include in-person product trainings when and if needed.

Best practices 10

Best practices Engineering Customer retention Government 10

SmartKarrot

JANUARY 5, 2021

Rick has authored the book named “ Practical Customer Success Management: A best practice framework for managers and professionals ” which is an amazing collection of practical advice and assistance for Customer Success professionals at all levels. Peter Armaly. Jay Nathan. Andrew Michael. Swati Garg.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

MARCH 2, 2022

Best practices for content marketing. One of the best examples of doing code marketing right is the example of Slack. Best practices for code marketing. This provides social proof of your brand to future customers. It drives user engagement, boosts conversions, and improves customer retention.

SaaS 12

SaaS Marketing Upselling Best practices 12

SmartKarrot

OCTOBER 30, 2020

Role: VP, Customer Success Location: New York City, NY, US Organization: Urbint As a VP of Customer Success, you will drive strategy and alignment of customer success and transformational impacts through the adoption of innovative offers combined with market-leading cloud solutions that accelerate business value for the customers.

Enterprise 10

Enterprise Technical Support Education Best practices 10

SmartKarrot

MAY 10, 2021

Lead structured Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps for them to grow their usage and value towards best practice. Create product artifacts (Videos, FAQs, Blog Posts, etc) to accelerate best practice sharing and drive user engagement.

Best practices 10

Best practices Enterprise B2B Coaching 10

SmartKarrot

NOVEMBER 18, 2020

Apply here: [link] Role: Strategic Customer Success Manager Location: San Francisco, CA, US Organization: Miro As a Strategic Customer Success Manager, you will manage a portfolio of 25-35 Enterprise customers. Maximize customer retention metrics. Ensure product adoption by onboarding new customers and new teams.

Customer advocacy 10

Customer advocacy Best practices Finance Enterprise 10

SmartKarrot

MAY 27, 2020

It talks about identifying the priority customers, capturing and analyzing important information from those accounts. The program also gives a detailed overview of developing a strategy to expand and grow existing customer relationships, thus propelling customer retention benefits. LAMP Account Management Training .

Accountability 10

Accountability Management Best practices Customer retention 10

SmartKarrot

JULY 27, 2020

Further, you can follow related pages like ‘Customer Satisfaction’ and ‘Customer Retention’ as well to know it all. Not only that, but you can also always find the right people and chit-chat about your life as a customer success manager. Here is a list of top 10 customer success podcasts. Customer Success Leaders.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

SmartKarrot

FEBRUARY 15, 2022

Considering this scenario, it would be essential for companies to follow some of the leading customer service experts and learn from their experiences. This will help you stay up to date with the trends and best practices of customer service. is an internationally recognized customer experience consultant.

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

Balto

NOVEMBER 28, 2023

Customer Satisfaction (CSAT) Score: CSAT indicates how happy your customers are, and it can be measured by asking your customers to share their opinions on the service level with a simple post-call survey. Conduct workshops that teach your agents how AI encourages cross-functional collaboration and data democratization.

Quality management 52

Quality management Call Center Management Contact Center 52