Mindtouch

FEBRUARY 7, 2017

From high-growth tech startups to legacy enterprise corporations, SaaStr’s Annual conference for SaaS experts hosts a wide spectrum of attendees united by technology, tactics, and direction. The post The Secrets of Net Negative Churn – Customer Advocacy appeared first on MindTouch Blog.

Customer advocacy 48

Customer advocacy SaaS Enterprise Accountability 48

Beyond Philosophy

SEPTEMBER 6, 2016

However for prospective customers, the system is built on outbound contact and streamlined lead management. The enterprise view of customer management is focused on helping sales groups generate customers, and providing seamless support and service once customers are on board.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

CustomerSuccessBox

JANUARY 13, 2022

They are embedding steps to nurture customers into advocates within the customer lifecycle. They are also employing software and tools to track the customer advocacy touchpoints & progress. We will talk about the application of these software and how they help optimize the customer advocacy process.

Customer advocacy 40

Customer advocacy Marketing Best practices Accountability 40

Beyond Philosophy

JUNE 14, 2016

As a group, CX researchers have often been labeled as risk-averse, even complacent, when considering augmentation or replacement with more real-world, more contemporary, and more actionable metrics such as customer advocacy.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Influitive

AUGUST 31, 2018

In recent years, the way customers learn about ADP’s services has changed. ADP is known throughout the world for their human capital management services. In fact, your paycheck might just have ADP’s name on it. They now conduct extensive research online and seek recommendations from their peers before they speak with a sales rep.

Enterprise 94

Enterprise Sales Management Customer advocacy 94

Totango

MARCH 29, 2022

By tracking daily or monthly average usage and accounts with low or increased utilization, teams can easily understand which customers can be targeted for upsell. Proactively increasing customer satisfaction through product adoption increases an organization’s NPS and customer advocacy and engagement.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

Sykes

AUGUST 1, 2019

With SYKES’ service capabilities, global reach and innovative approach, we look forward to improving service experiences for our healthcare operations,” said Tom Philibotte, Vice President of Customer Advocacy at Cigna. About Sykes Enterprises, Incorporated. channel demand generation and global customer engagement services.

Multichannel 76

Multichannel Healthcare Technical Support Transportation 76

Totango

JULY 19, 2021

Customer advocacy. Customer support. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. And the best CS teams main priorities include : Product adoption. Onboarding. Churn Reduction.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

InGenius

DECEMBER 19, 2019

In February, Upland announced new solution suites, bringing together powerful, best-of-breed software from across the Upland portfolio, to enable enterprise productivity. The InGenius team held our first Virtual User Conference, for customers and for partners, sharing business updates along with product roadmap and success updates.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Totango

SEPTEMBER 26, 2019

Our highly selective, data-driven software award honors customer-obsessed SaaS platforms that deliver extraordinary experiences.”. Monster increased year-over-year retention rate by 11%, driving dramatically higher customer lifetime revenue. We’re proud to be recognized for our innovation as the best SaaS customer success platform.

SaaS 11

SaaS Customer advocacy Enterprise Customer centricity 11

Totango

MAY 26, 2021

Resource: The Customer Data Platform Benefits You Should Know. The Customer Journey is Not Linear. The post How to Use Digital Customer Journeys to Scale Your Business appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

Journey mapping 99

Journey mapping Customer advocacy Enterprise Technology 99

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

ClientSuccess

DECEMBER 5, 2022

The value in CABs is most often realized in regulated industries or with complex products and business models like enterprise software. Executives and department leaders can benefit from the expertise available from a CAB to facilitate understanding of the customer journey faster and more effectively. When to Form Your First CAB.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Influitive

MARCH 21, 2019

Customer advocacy is increasingly becoming a “need-to-have” for brands, rather than simply a “nice-to-have”. When it comes to B2B purchase decisions, the influence of customer references and testimonials is second only to previous customer experience.

Customer advocacy 66

Customer advocacy B2B Customer Experience Enterprise 66

AskNicely

SEPTEMBER 4, 2018

AskNicely NPS software empowers teams with customer feedback on any screen: Salesforce (with full NPS dashboard, leaderboard, text analytics and reporting capabilities), mobile app (iOS and Android) and TV dashboard. Automate follow-up with at-risk accounts to boost retention. “The Best NPS Solution For Salesforce.”

Customer advocacy 60

Customer advocacy Feedback Customer retention Enterprise 60

Influitive

OCTOBER 4, 2018

On October 3, 2018, campers joined us from far and wide to celebrate customer love at Advocamp Field Day, the biggest customer engagement, experience, and advocacy event of the year.

Customer advocacy 66

Customer advocacy Employee engagement B2B Personalization 66

Influitive

APRIL 3, 2015

They’ve reimagined how to engage people by treating them like members of a special club instead of one-time customers. Driving customer advocacy starts with building authentic, deep relationships. Members, by definition, have better relationships with organizations than regular customers.

B2B 63

B2B Customer advocacy Enterprise Feedback 63

Influitive

MAY 15, 2019

You may have heard of customer advocacy and see it as a function belonging solely to Marketing, when in fact, its results can be used to bolster other departments like Customer Success, Sales and Product Development.

Customer advocacy 64

Customer advocacy Sales Marketing Management 64

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Investing in, and effectively managing, customer success is vital to ensuring the long-term stability and growth of your enterprise.

Enterprise 78

Enterprise Customer centricity Customer advocacy Accountability 78

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Jessica Jurmann , Director of Customer Success, G2. Watch the session: Customer Advocacy as a Growth Engine. Customer Success leaders need to have business acumen if they want a seat at the table.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

Totango

NOVEMBER 21, 2019

Compose a specialized message and present it to customers in a series of communications. For example, if a customer scores over a nine, a CS manager might reach out to the customer thanking them for working with the enterprise and asking for a reference. Why did customers give a low NPS score?

Best practices 93

Best practices Metrics Customer advocacy Education 93

ProProfs Blog

DECEMBER 18, 2019

If this got you thinking, then it’s high time for you to establish customer service work objectives and tweak your customer service strategies to enhance the quality of customer support. . Are you looking for examples of customer service goals & objectives that you need to implement in your enterprise ?

Customer Service 120

Customer Service Feedback Customer advocacy Surveys 120

Totango

DECEMBER 6, 2021

A positive post-sale experience encourages customers to expand their use of a brand’s products, renew their subscriptions and become loyal brand advocates, referring new customers who will soon become loyal advocates as well.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

Totango

DECEMBER 3, 2019

Customer communication, both using a tech-touch and via direct channels. Responding to customer concerns and coordinating support. Developing customer advocacy and referencability. 5 Critical Customer Success Manager Best Practices. Understanding the customer is everyone’s responsibility.

Best practices 72

Best practices Management Customer advocacy Enterprise 72

InGenius

NOVEMBER 5, 2019

The financial industry places a lot of value on building both good relationships and trust with customers. We hope you can join us for at least one of them to hear what's new with CTI, how InGenius helps both Sales and Customer Advocacy Teams, and how to achieve digital transformation in service centers.

Customer advocacy 48

Customer advocacy Call Logging CRM Enterprise 48

Amity

MARCH 29, 2016

What job position has 106,000 openings on LinkedIn, has been around about three years, and is focused on such areas as product adoption, onboarding, churn reduction, and customer advocacy? If you guessed customer success manager, you’re right. What are some common pain points customers keep calling about?

Customer centricity 65

Customer centricity Customer advocacy SaaS Construction 65

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value.

Customer advocacy 63

Customer advocacy B2B Enterprise Feedback 63

ProProfs Blog

OCTOBER 31, 2018

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. What is Customer Experience Marketing and Why Is It Important? Its total enterprise value grew 6% to $9.38

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

ChurnZero

DECEMBER 14, 2022

For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it. Advocacy Hero: Cority. Cultivating customer advocates and brand evangelists to drive growth.

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

Totango

FEBRUARY 26, 2021

The best case is when your customer loves your product so much that they recommend it to their friends and colleagues. You can see this from high Net Promoter Scores or by looking at your brand advocates with customer advocacy software services such as Zuberance. your enterprise group). See what they are up to.

Customer advocacy 63

Customer advocacy Sales Accountability Enterprise 63

ChurnZero

JANUARY 8, 2021

As SurveyMonkey’s first Chief Customer Officer, Ken will help lead and expand SurveyMonkey’s customer success, professional services, and support teams to enhance value for customers and grow the company’s global enterprise business. Nate Burnes, (First) Vice President of Customer Success, Centage Corporation.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

Customer Guru

AUGUST 21, 2018

He is the founder of Maurice FitzGerald Consulting, where he helps companies improve theit customer experience and their methods of developing and implementing business strategy. Before starting her own firm, Megan served as the Vice President Principal Analyst, Customer Experience at Forrester Research.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Mindtouch

APRIL 13, 2018

Major enterprises have not only adopted their methodologies, but require their employees to get certified for their varying practices. Careers and company loyalties change over a lifetime, but your relationships and knowledge always grow. Some of the members have been involved and connected for decades.

Outbound sales 48

Outbound sales Customer advocacy Enterprise Advertising 48

Amity

OCTOBER 17, 2016

Customer advocacy, of course, can happen at any time of the journey in different forms (e.g. word of mouth referrals, reviews, business cases, participation in events, testimonials, NPS…) and as soon as the customer is thrilled and successful enough to want to spread the word.

Customer advocacy 81

Customer advocacy Sales Advertising Marketing 81

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. You can watch him speak at Customer Advocacy conferences.

SaaS 52

SaaS Customer advocacy Coaching B2B 52