PeopleMetrics

MAY 15, 2015

Every individual interaction—every customer experience touchpoint—not only affects an individual customer’s opinion about your business, but also the overall opinion of all of your customers. That might seem melodramatic, but that micro-to-macro mindset is where customer experience metrics like Net Promoter Score originated.

Customer Experience 104

Customer Experience Customer advocacy Customer centricity Employee engagement 104

ClientSuccess

DECEMBER 28, 2020

Just as collecting data and metrics is a part of the foundational principles of a SaaS organization, so too are KPIs foundational to the world of client success. Getting back to the foundational building blocks of customer success doesn’t mean eschewing new solutions and resources that can help you better manage your customers.

SaaS 88

SaaS Finance Customer centricity Metrics 88

TeamSupport

FEBRUARY 18, 2022

It’s no secret that companies need to be customer-first in today’s business environment. And don’t be mistaken, a customer-centric methodology isn’t just a nice-to-have – recent research shows the necessity of customer-first practices: 77% of a company’s revenue is from current customers , not net-new sales.

B2B 105

B2B Upselling Customer Support Sales 105

TechSee

MARCH 7, 2022

Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

TeamSupport

FEBRUARY 18, 2022

It’s no secret that companies need to be customer-first in today’s business environment. And don’t be mistaken, a customer-centric methodology isn’t just a nice-to-have – recent research shows the necessity of customer-first practices: 77% of a company’s revenue is from current customers , not net-new sales.

B2B 98

B2B Upselling Customer Support Sales 98

PeopleMetrics

MAY 30, 2015

As customer experience professionals , our job is to help them, so they’ll come back again. If we took the time to strip down key performance metrics like Net Promoter Scores and customer satisfaction, we’d end up with our basic ability to help customers achieve their goals.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Defining metrics and key performance indicators.

Customer Experience 156

Customer Experience Morale Journey mapping Customer centricity 156

PeopleMetrics

MARCH 14, 2016

In some cases, companies are tracking customer experience metrics and collecting feedback, but they’re unsure what to do with that data. (Or Or perhaps they’ve gotten used to improving their metrics, only to plateau.). Good CEM solutions keep you focused on improving response, so you keep improving your customer experience.

Customer Experience 79

Customer Experience Management Feedback Metrics 79

PeopleMetrics

NOVEMBER 13, 2015

This scenario brings up two of our focuses at PeopleMetrics—the prospect-to-customer experience and customer experience metrics. How do you support the entire customer experience, from before the customer’s initial purchase through their last? And what metrics will enable that support? See you soon.

Sales 78

Sales Customer Experience Metrics Consulting 78

customer sure

NOVEMBER 11, 2014

For a long time we only offered one free downloadable resource – an ebook ‘ How to Take Control of Customer Satisfaction ‘ It’s packed full of valuable information and those who did read it rated it as 9 or 10 out of 10. It means totally ignoring a lot of metrics we had worried over for months.

Feedback 91

Feedback Metrics Customer centricity Surveys 91

Clarabridge

OCTOBER 8, 2015

Use customer feedback to showcase your successes! You’re collecting truckloads of feedback from your customers. For a customer-centric company, that’s a powerful asset. Because customers are more vocal than ever, with an increasing number of communication channels to voice their opinions, you need to pay close attention.

Feedback 63

Feedback Metrics Surveys Customer centricity 63

Customer Relationship Metrics

JULY 19, 2017

When you are in customer service and customers and employees are satisfied…you feel satisfied. In the ebook, Avoiding Pitfalls of Customer Satisfaction Surveys: 19 Questions You Must Ask & 10 myths debunked you’ll learn about things you might have asked before. It’s a wonderful feeling.

Surveys 65

Surveys Contact Center Customer centricity Marketing 65

Comm100

APRIL 12, 2018

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. Understanding Customer Experience. Customer experience (CX) is not a singular event, but the compounded impact of all touch points a customer encounters in their journey.

Customer Experience 77

Customer Experience Surveys Feedback Metrics 77

Inbenta

JANUARY 17, 2022

Forrester states that B2B buyers find that competence demonstrated during the buying process is the most significant driver of purchase choice, ahead of relationships with sales reps or customer references. Read also: 4 Conversational Support Tips to Make Lifelong Customers . Read our ebook: Customer service automation.

Customer Service 98

Customer Service Self service Chatbots B2B 98

Playvox

JANUARY 30, 2024

Contact center management is about empowering agents to engage with customers and within their teams, and adding elements of gamification can help. Customer-centric organizations know that engaged and well-trained front-line employees contribute in terms of more revenue and happier customers.

Gamification 79

Gamification Contact Center Coaching Quality management 79

ChurnZero

APRIL 8, 2020

So how best do you go about developing customer advocacy in your organization? Creating customer advocates starts with building a customer-centric product that is laser-focused on both the customers’ needs and the customer experience. developing customer advocacy is a must.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

ChurnZero

DECEMBER 1, 2023

Customer success everywhere: an organizational philosophy Customer success should be embedded throughout your organization, influencing every department and touchpoint. What are the responsibilities of customer success? Organizational alignment: ensure all departments are aligned around customer-centric principles.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

C3Centricity

MARCH 18, 2020

There are countless examples of brands that have disappeared because they didn’t keep up with the changing needs of their customers: Kodak who didn’t understand the impact of digital photography. Borders bookstores who didn’t get into eBooks. Motorola , once the leader in smartphones, who didn’t embrace new communications technology.

Marketing 96

Marketing Advertising Sales Finance 96

Playvox

FEBRUARY 1, 2024

Creating context around the words, and following a more analytical approach to decoding customer sentiment, provides a finely tuned understanding of customer satisfaction, consumer preferences, and overall public opinion. What Is Customer Sentiment Analysis? But there are proven methods for success.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

ClientSuccess

FEBRUARY 13, 2019

Every step of the onboarding and training process should help bring both your team and your customer towards a mutually beneficial, customer-centric renewal agreement. Blog Posts: Five Actions to Align Customer Success Goals. Fives Steps to Establish a Successful Knowledge Transfer Between Sales and Customer Success.

Upselling 54

Upselling Accountability SaaS Customer centricity 54

ChurnZero

FEBRUARY 28, 2020

You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

Playvox

SEPTEMBER 30, 2022

Going to an internal meeting with a feature request and some customer satisfaction stats isn’t likely to garner much attention. While those numbers can provide a window into customer sentiment , there’s no story there. And it misses the metric most executives jump to address: revenue.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

ClientSuccess

OCTOBER 16, 2017

Having a portfolio of satisfied customers who are content with their service and are ready to engage and communicate with a brand is a literal dream of any B2B organization. Organizations who are looking to become truly customer-centric must instil a sense of cohesiveness between customer sentiment and organization sentiment.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

JANUARY 15, 2021

More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle. Customer Success will grow businesses. The number of integrations between Customer Success platforms and project management tools will also surge. A growing reliance on Customer Success metrics.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

PeopleMetrics

JANUARY 6, 2016

Though, for starters you may consider a transactional customer experience metric , or one focused on emotional relationships.). A beacon to measure against as you work to improve customer experience. One that focuses your attention on the ideal method for your business and its customer experience strategy.

Customer Experience 48

Customer Experience Metrics Customer centricity 48

ClientSuccess

APRIL 25, 2017

Customer journey maps help organizations understand who exactly is responsible for particular customer interactions and can help departments determine which customer success metrics are most pertinent to track. View a high rez version of the customer journey map. Walk in Your Customer’s Shoes.

Journey mapping 40

Journey mapping Customer centricity Best practices Metrics 40

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. What Is Customer Lifecycle Management? Eliminating Manual Processes and Procedures Is Key.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

CSM Practice

FEBRUARY 15, 2019

The day to day frenzy of the pursuit of excellence is necessary, but don’t let it distract you from understanding what’s happening for your customer. And although we first see the customer-centric model appear specifically in SAS companies, it’s not trickling into many other businesses. Resources & Links Related to Episode.

Customer centricity 53

Customer centricity Best practices Consulting Consulting 53

Mindtouch

MARCH 27, 2019

Connecting with Customers from Start to Finish. Learn why next-gen customer self-service requires next-gen knowledge management. Download The Ebook. companies that win the customer start with the customer. For good reason, too: companies that fail to capture awareness risk losing out to competitors.

Self service 48

Self service Banking Customer centricity Education 48

CSM Practice

FEBRUARY 15, 2019

The day to day frenzy of the pursuit of excellence is necessary, but don’t let it distract you from understanding what’s happening for your customer. And although we first see the customer-centric model appear specifically in SAS companies, it’s not trickling into many other businesses. Resources & Links Related to Episode.

Customer centricity 49

Customer centricity Best practices Consulting Consulting 49

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Noble Systems

MARCH 19, 2021

Call monitoring is another essential component for the small business call center, for both agent performance metrics and quality assurance. We offer strong customer relationships, a stable business structure, and tailored services – regardless of your company size. Managers can listen to an agent’s call in real-time.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

ClientSuccess

NOVEMBER 29, 2017

If an organization is dedicated to solving customer problems and meeting their needs, this churn can decrease from a flood to a trickle. How Do You Know If You’re Executing a Customer-Centric Strategy? Most companies would tend to agree that they are customer-focused, but to be sure they should ask themselves these questions: 1.

SaaS 40

SaaS B2C B2B Customer centricity 40

ClientSuccess

OCTOBER 19, 2017

What Makes the SoapBox Customer Success Team So Special? What makes them so special is that they’re caring for each other and their customers. This translates into a great customer-centric culture, where each team member is happy and looks forward to helping in any manner they can.

Best practices 41

Best practices SaaS Customer centricity Metrics 41

ChurnZero

MARCH 20, 2020

As Morgan explains , “You might not have a degree in IT or finance, but you need to know how to speak their languages so you can work together to create a unified, customer-centric strategy.” For more insights and advice on customer-centricity, check out Blake Morgan’s articles on Forbes. Customer Success Around the Web.

SaaS 40

SaaS Customer centricity Finance Scripts 40

ClientSuccess

MARCH 28, 2018

I’m constantly hearing from Customer Success Leaders who spend half of their time (or more!) For any leadership team that is looking to drive a Customer-Centric organization, the biggest lesson I can share is to let your Customer Success team focus on your customers by providing them with your support.

Management 41

Management Best practices SaaS Customer centricity 41