CSM Practice

MAY 13, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

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Best practices SaaS Customer centricity Finance 128

customer sure

JANUARY 20, 2025

Building Customer-Centric Cultures If 2024 was a year when the importance of customer experience gained ground, then 2025 is the year when people understand that its not something you can bolt on, or delegate to a separate team. Explore our Voice of the Customer best practices to foster a culture of customer obsession.

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Customer centricity Customer retention Feedback Best practices 62

TechSee

MAY 26, 2020

In 2019, before the world had heard of the novel coronavirus, a research report by Field Service News unsurprisingly identified improving operational efficiency-focused metrics as the top priority of field service organizations. Outcome-based KPIs such as these are crucial when it comes to ensuring customer satisfaction.

Customer centricity 109

Customer centricity Metrics Engineering Government 109

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

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Metrics Management Sales Surveys 62

ClientSuccess

JANUARY 4, 2021

Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages. As your team looks ahead to 2021, now is the perfect time to reconsider your customer journey and build more customer-centric stages.

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Customer centricity Accountability Sales Metrics 104

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. These actions are the way we personalize our service to meet the demands of our customers.

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Customer centricity Metrics Upselling Enterprise 93

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Make life simple for everyone. They own the desktop. But is it advisable?

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Contact Center Analytics Self service Metrics 56

Totango

AUGUST 13, 2024

.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy. At the same time, they will integrate with functional-specific tools to make use of that data most efficiently.

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Customer centricity Sales Enterprise Metrics 112

Serenova

JULY 5, 2019

Certainly not an easy task—especially amid the daily leadership challenges of improving efficiency metrics, training and engaging agents, and reversing the tide of attrition. In preparation for the webinar, I learned more about the research and insights that Art is planning to share. Fortunately, there’s help.

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Customer centricity Contact Center Journey mapping Self service 40

CustomerSuccessBox

MARCH 17, 2022

That’s exactly the shift from a product-centric approach to a customer-centric approach ! A shift from “Product-centric approach to Customer centric approach”. More specific to the needs of a customer. A customer-centric approach cares about the customer over a product.

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Customer centricity Construction Marketing Metrics 52

ChurnZero

NOVEMBER 26, 2024

For example, “Enterprise Customer Success Manager”. To find out more, view our webinar, Why Titles Matter In Customer Success , with Parul Bhandari, fractional customer experience leader at CustomerXSuccess. Proactively identify and address any issues that may impact customer satisfaction or value realization.

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SaaS Upselling Enterprise industry standards 52

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.

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SaaS Finance Customer centricity Metrics 88

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

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Customer Experience Contact Center Call Center Revenue potential 111

Vonage

JANUARY 5, 2016

Metrics, metrics, metrics! In a recent webinar I hosted on “What to measure in customer service,” Forrester Research analyst Art Schoeller talked about what is the right strategy, the right approach to building out a hierarchy of metrics for managing our customer service contact center operations.

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Sales Metrics Contact Center Customer centricity 57

ChurnZero

FEBRUARY 25, 2022

By investing in Customer Success from the start, startups can build loyal and engaged customers who ultimately become brand advocates. Jennifer Chiang author of “The Startup’s Guide to Customer Success,” joined us to share how Customer Success can help you as you scale your startup. Q&A recap.

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Metrics Sales Customer centricity Customer Experience 96

Totango

OCTOBER 6, 2020

After these interactions, clients should leave with a reliable solution to their problem and a positive perception of the organization, two things that reliably raise satisfaction metrics. . Individual customer interaction scores. How Customer Success Creates Value Using Data-Driven Measures. webinars, training, etc.)

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Customer Support Customer advocacy Construction Enterprise 112

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

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Metrics Calibration Accountability Surveys 97

ChurnZero

JUNE 21, 2019

Companies work hard to attract and win their customers. They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. A: I talk about random acts of Customer Success often.

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Best practices Customer centricity Metrics Sales 73

Serenova

AUGUST 5, 2019

That’s certainly no easy task—especially amid the daily leadership challenges of improving efficiency metrics, training and engaging agents, and reversing the tide of agent attrition. You can access all three webinars in the series here. Here are highlights from the webinar that help make that balance easier. Augmentation.

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Customer centricity Contact Center Interactive Voice Response Customer Experience 40

GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Structured feedback.

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Journey mapping Surveys Feedback Metrics 92

Totango

SEPTEMBER 1, 2020

In fact, by becoming familiar with the causes of churn and using data to identify its warning signs, it is possible to predict and reduce customer churn. Luckily, customers that receive satisfactory responses to escalations are highly likely to develop loyalty to their provider. What Causes Churn? Every business suffers churn.

Enterprise 111

Enterprise Construction Customer retention Metrics 111

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. It delves into agent-customer interactions, revealing both the quantity and quality of these engagements. But that’s not all.

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Metrics Call Center Outbound sales Contact Center 52

Branch Mesenger

MAY 29, 2018

Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees. In this webinar, Jeanne Bliss and Taylor Pipes chatted about the following topics: How to hire people who care. Cleveland Clinic.

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Chief Customer Officer Personalization Customer Service Call Center 67

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

ChurnZero

MARCH 29, 2019

Customer Effort Score (CES) This gauges the difficulty or stress of a client to achieve different tasks successfully. This crucial metric often includes a few questions rating timely resolution of problems as well as more specific questions on particular aspects of a process. Upcoming Webinar. Customer Success Around the Web.

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B2B Surveys Customer centricity Construction 73

Enghouse Interactive

JANUARY 27, 2021

With technology adoption increasing across all industries, more companies are leveraging video-based capabilities to become more customer-centric, increase their overall responsiveness, and by extension, become more successful. Find out much more by registering for our upcoming webinar: . Video is the new Face-to-Face.

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Contact Center Technology Customer centricity Analytics 94

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? She has also held numerous Interim ‘Head of Customer Success’ roles.

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Chief Customer Officer Education Upselling SaaS 17

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

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Journey mapping Accountability Marketing Metrics 115

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

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Customer Support Education Customer retention Feedback 90

ChurnZero

DECEMBER 15, 2021

Within Customer Success software , Sales teams can use customer health scores to strengthen their sales territory planning. These metrics measure a customer’s product engagement, satisfaction, and renewal likelihood, among other factors. Marketing teams often rely on email to reach their customers.

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Sales Marketing Accountability Surveys 98

ChurnZero

FEBRUARY 28, 2020

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. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement.

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Journey mapping Customer centricity Accountability Metrics 64

ChurnZero

JUNE 7, 2019

Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business. Jason works closely with Customer Imperative consulting teams to ensure that clients succeed at gaining, growing and retaining customers. Stay tuned for our next Customer Success professional spotlight!

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SaaS B2B Consulting Consulting 73

NICE inContact

MARCH 26, 2019

Value brand consistency at every stage of the customer experience. Stage four — Customer-Centric: An organization that values its customers and considers them in every major business decision. Consistently monitor CX-related metrics, which are used to validate the success of process changes.

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Customer Experience Contact Center Customer centricity Employee engagement 60

ChurnZero

JULY 28, 2020

To delve deeper into growing customer relationships and their worth, Robbie Kellman Baxter, the leading expert on subscription and membership business models and author of The Membership Economy and the brand new book The Forever Transaction joined us for a webinar. If you missed the webinar, you can watch it on demand.

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Banking Metrics Customer centricity Self service 75

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. She is process and culture-driven, building high performing teams.

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Chief Customer Officer SaaS Education Metrics 75

Totango

AUGUST 12, 2020

In turn, any team members involved with renewal should have access to data on customer behavior and product usage. Combining data streams and making them easy for everyone to access helps create a customer-centric enterprise that is built to predict and meet its customers’ needs. Train Your Customer.

SaaS 88

SaaS Upselling Enterprise Best practices 88