Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ChurnZero

NOVEMBER 26, 2024

Use industry-standard titles where possible. Primary Responsibilities: Cultivate and maintain deep relationships with approximately 50 mid-market and enterprise customers generating a combined annual recurring revenue of $3 million. Drive customer satisfaction, loyalty, and renewal rates within this high-value segment.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Lumoa

FEBRUARY 20, 2018

Customer experience management, if done properly, will result in better business KPIs, incl. customer churn and retention, higher advocacy and finally revenue. Voice of the customer: where to start? Many businesses are participating in customer experience race: “whose cx is the latest and the greatest”.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

ShepHyken

MARCH 5, 2023

Customer service and the customer experience are at the forefront of conversations about success and excellence in business. How can business leaders shape the future of their organizations using a customer-centric approach? 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc. Who doesn’t?

Customer Service 27

Customer Service Metrics Upselling Healthcare 27

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. This also results in building more opportunities for upselling and cross-selling. It’s similar to how a store clerk greets customers when they step into a store.

Chatbots 159

Chatbots Feedback Surveys Sales 159

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Technology outsourcing Self service 139

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Data-oriented and customer-centric approach : Totango’s commitment to a data-oriented and customer-centric approach enhances user experiences and fosters long-term relationships.

Customer centricity 115

Customer centricity Enterprise Benchmark Upselling 115

Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

APRIL 2, 2019

You need to know if the customer is having any problems with your product or service that will prevent them from renewing their subscription, so make sure your customer success team reviews any outstanding tickets or bad reviews. This is also a good time to add upsells to accounts that have high customer health scores.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization. Start with: What is Customer Experience?

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. Recommended read: Increase Customer Success with Equivalent Metrics.

Consulting 98

Consulting Consulting Best practices Upselling 98

Totango

JULY 19, 2021

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Support your team by focusing on building a customer-centric culture , and you’ll soon see improvements in your customer’s success, growth, and retention rates. . Customer advocacy.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Hodusoft

JULY 2, 2024

Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry In recent years, the insurance industry has evolved at a great pace. Just like other industries, delivering exceptional customer experiences has become more critical in the insurance sector as well.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

TeleDirect

FEBRUARY 20, 2020

Our business process outsourced (BPO) solutions offer a custom, customer-centric call center platform for any firm or non-profit looking to improve their customer service performance. BPO expertise for any industry. Good customer service leads to great upsell opportunities. And much more.

Customer Service 104

Customer Service Business Process Outsourcing outsourcing Call Center 104

ChurnZero

FEBRUARY 9, 2021

One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. Engagement Evaluation Best Practices for Customer Success Management . Customer Experience: Journey Mapping. Level: Intermediate. Time: 50 minutes.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

GetFeedback

MAY 9, 2019

Our industry had done a fairly poor job explaining this new space. What is customer experience? Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. And your programs and processes should reinforce customer connectedness. .

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

Quality Contact Solutions

JANUARY 27, 2022

These clues will give you insight into the customers’ perception and allow you to edit scripting and have meaningful discussions with your team about what is important to discuss while selling. Increase Sales by Upselling. Instead, upselling typically involves selling a higher-level product or service than the initial offering.

Sales 98

Sales Upselling B2C Best practices 98

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Customer Service KPI #3 – Truck Rolls – Technician Dispatch Rate.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. By acting when customer behavior changes, you can prioritize your customer engagement strategy.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Profitability wasn’t a focus or concern.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Totango

OCTOBER 20, 2020

By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Blueship Call Center

JANUARY 27, 2025

Increased Sales : Satisfied customers are more likely to buy additional products or services. Customer Retention : Retaining existing customers is more cost-effective than acquiring new ones. Upselling and Cross-Selling : Happy customers are more receptive to additional offerings.

Call Center 40

Call Center Customer Experience Brand ambassadors Technical Support 40

Totango

APRIL 18, 2019

If you learn how to grow customer relationships, your business can achieve long-term growth in this shifting economy. How to Grow Customer Relationships That Will Last a Lifetime. A business becomes customer-centric by focusing on meeting customer needs and delivering consistent value.

Upselling 78

Upselling Customer centricity Surveys Education 78

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

Totango

MAY 7, 2024

If Sales over-promises what the customer can achieve with your product, then CS has been set up to fail when it comes to onboarding. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

Totango

SEPTEMBER 29, 2020

It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment.

SaaS 110

SaaS Enterprise Metrics Upselling 110

ClientSuccess

JULY 13, 2022

They are loyal to the product and the vendor organization itself and, in the best-case scenarios, are true advocates and voices for promotion in their industry. But what does it take to build loyalty, make customers happy, and drive customer retention? Approach ideas from a customer-centric mindset. .

Customer retention 78

Customer retention Upselling Customer centricity Personalization 78

Totango

MAY 30, 2019

More than 3,800 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories for the American Business Awards. Totango was honored for its leadership and innovation as the leading enterprise customer success platform.

Technology 13

Technology Education Enterprise Upselling 13

CCNG

OCTOBER 19, 2022

(Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. Gartner, 2022) 87% of organizations agree that traditional experiences no longer satisfy customers. Oracle, 2018) Industry leaders reported that they improved their customer satisfaction KPI metric target by 47.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

OCTOBER 25, 2022

Your customers will feel their best interests are being cared for, which, in turn, helps you achieve an improved customer retention rate. . Cultivate a Customer-centric Brand Image. A well-organized CS team helps you build a brand reputation for being customer-centric.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. Are you ready to unlock a new level of impact for your customer success team?

Management 101

Management Best practices Consulting Consulting 101

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Customer Success Around the Web.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17