ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Blueship Call Center

DECEMBER 19, 2024

In retail, order inquiries, returns, and complaints against customers become the back office of outsourced call centers, thus setting up customer retention and satisfaction. Beyond cost-cutting: Strategic value Although one of the main advantages of outsourcing is cost reduction, there are many other advantages as well.

outsourcing 54

outsourcing Call Center Healthcare Education 54

Amity

JULY 22, 2016

You do not want CSMs to be measured on whether they are covering 100% of your customers – this model does not lead to success, as you will sacrifice quality, focus and actions. MRR retention, revenue growth, customer retention, customer wallet share and satisfaction should be a reflection of your team and company’s true success.

Customer retention 57

Customer retention Strategic Value SaaS Sales 57

ChurnZero

JANUARY 4, 2019

These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” More and more, customers are seeking out companies that share their values. ” – Kristen Hayer, Founder & CEO, The Success League.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClearAction

DECEMBER 5, 2023

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

ChurnZero

JANUARY 4, 2019

These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” More and more, customers are seeking out companies that share their values. ” – Kristen Hayer, Founder & CEO, The Success League.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Education Services Group

JULY 7, 2020

Now, every Customer Success organization should make friends with revenue, whether or not your services have been directly monetized. Tying CS to your company’s strategic growth is the best way to ensure that leadership understands and embraces the company-wide strategic value of CS.

Benchmark 52

Benchmark Best practices Strategic Value Surveys 52

SmartKarrot

MARCH 13, 2023

As a Customer Success Manager, you’ll expand the customer base and make doing business with IPC easier. The IPC Customer lifecycle for both new and current Customers is led, managed, and watched after by CSMs. Your success will depend on your capacity to foster client relationships and raise retention.

Strategic Value 19

Strategic Value Accountability Self service Customer retention 19