CSM Practice

FEBRUARY 20, 2020

The solution to this challenge is to switch to a proactive data-driven customer success engagement model that allows for better optimization of customer success efforts. Why Should Customer Success Be Obsessed with Data? 1. At this stage, the customer success team has data but does not put it to good use. Actionable Insights.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

HGS

JUNE 28, 2018

Service and governance models have been clearly defined for what work is done internally vs. externally with the partner; benchmarks and metrics are measured regularly, reported and assessed; and new ideas and innovate initiatives are driven by the BPO partner that uncovers many new ways of delivering strategic value at a sustained level.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

teleopti

APRIL 30, 2019

Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves. Communicate corporate goals or business changes and demonstrate the strategic value each individual can bring to the overall success of the company.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

ClearAction

FEBRUARY 27, 2016

It’s all about connecting: goals, people, metrics, processes, and data. Context is the mantra for making something strategic. When everyone sees a clear connection between what you’re doing and what the enterprise wants to become you’ll be viewed as adding strategic value. Connect Data.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

ClearAction

MAY 29, 2016

Include Service’s customer call verbatim logs and make use the unstructured customer data extensively. There is a treasure trove of value and prescriptive advice from customer comments. Eighth, bridge silos across organizations, channels, systems, data, vision, and execution.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

Monet Software

MARCH 26, 2020

We created an eBook, “4 Questions to Answer for a Successful Cloud Move,” which addresses the following four questions we consistently see: What data do I migrate to the cloud? In this blog, we’ll cover data migration and process change questions. What data do I migrate to the cloud? How will my processes change in the cloud?

Coaching 71

Coaching outsourcing Strategic Value contact center solutions 71

ClearAction

OCTOBER 10, 2017

In my 2015 Customer Experience Transformation talk show with Eric Wansong, VMware’s Vice President of Customer Advocacy, he explained how his team adds strategic value across all company departments. .” Take a page from VMware’s playbook.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

Upstream Works

AUGUST 5, 2021

As customer expectations keep rising, contact centers must keep innovating and remain agile, and this is where the cloud has great strategic value. Personalized CX now requires agents to pull data from a wide range of sources in real-time, such as CRM, billing, shipping, tech support, and more.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

CSM Magazine

OCTOBER 6, 2020

. “As a next-gen capture platform, Conversa is ideally placed to provide resilient compliance recording capabilities as well as enabling joint Red Box and RingCentral customers to capitalize on the data captured by leveraging cutting-edge AI tools to drive strategic business outcomes.” ” About Red Box. .

Strategic Value 52

Strategic Value Enterprise Government Healthcare 52

The Petrova Experience

NOVEMBER 19, 2024

What unfolds is a snapshot of the billion-dollar customer experience lesson and how important it is to build cohesive customer journeys , implement customer-centric communication , and empower employees with data and autonomy to provide the help customers seek. In this scenario, that means full integration with Macy’s systems.

Customer centricity 40

Customer centricity Best practices Customer Experience Strategic Value 40

Contact Center Geek

SEPTEMBER 30, 2021

He eloquently describes the levels of customer service value: efficiency, customer satisfaction and loyalty, and finally, strategic value. He teaches how to start to build a sound CX strategy, get your leaders and team members on-board, and use voice of the customer and other data to stay on track.

Customer Experience 62

Customer Experience Journey mapping Strategic Value Customer centricity 62

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. For example, due to the sheer volume of data they ingest, most contact centers only analyze a small percentage (<2%) of their interactions.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

ProProfs Blog

DECEMBER 30, 2021

Such insights are often based on both demographic and behavioral data points, and businesses use those insights to create specific audience segments. Now connect both the data to create a psychographic market segmentation. How to Collect Psychographic Data. Let’s understand it in the following section. Surveys/Questionnaires .

Surveys 78

Surveys Brand ambassadors Advertising Marketing 78

Education Services Group

JULY 7, 2020

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. To dig deep and get a full picture of performance, you might need to create new KPIs to track, like customer survey data or health score formulas and calculations.

Benchmark 52

Benchmark Best practices Strategic Value Surveys 52

ClearAction

MAY 29, 2016

Include Service’s customer call verbatim logs and make use the unstructured customer data extensively. There is a treasure trove of value and prescriptive advice from customer comments. Eighth, bridge silos across organizations, channels, systems, data, vision, and execution.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

bold360 Blog

FEBRUARY 11, 2019

An Analytics-focused 5 Step Transformation Strategy, If you think about transformation from an analytics perspective, there should be a strategy put in place that follows 5 important steps: Identify the questions whose answers fundamentally add strategic value. Have a very well-oiled set of 3 categories of resources: Data scientists.

Analytics 40

Analytics Engineering Strategic Value Enterprise 40

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Expivia

FEBRUARY 18, 2024

It’s about recognizing the strategic value of AI in delivering a superior customer experience, one that goes beyond the limitations of traditional call volumes and efficiency metrics. It’s about enhancing the customer experience, providing predictive and personalized service, and unlocking new insights from customer data.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Natalie Petouhof

NOVEMBER 10, 2016

This combination will give customers access to first-party data and measurement capabilities from Adobe Audience Manager (Adobe’s data management platform) and by using Adobe Analytics. Why is video advertising so important? TubeMogul is a video demand-side platform (DSP) leader.

Advertising 40

Advertising Strategic Value Marketing Analytics 40

Etech GS

MARCH 4, 2020

Artificial Intelligence is capable of tracking operations to help HR remain on top of things and create valuable insights by suggesting actionable strategies based on data. Strategic Thinking is In-House HR’s New Core Competence . In support of that, many experts mentioned that HR needs to increase its strategic value to the business.

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

Etech GS

MARCH 4, 2020

Artificial Intelligence is capable of tracking operations to help HR remain on top of things and create valuable insights by suggesting actionable strategies based on data. Strategic Thinking is In-House HR’s New Core Competence . In support of that, many experts mentioned that HR needs to increase its strategic value to the business.

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

ClearAction

DECEMBER 5, 2023

When you data mine CX insights and inspire managers to use it for every growth effort , you’ll see much higher performance in these growth metrics: CX-Inspired Growth leads to Right the First Time. Does it cost you whenever human-centered design is missing? No need to teach them how to interpret your lingo, scales, etc.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. More and more companies are using data-driven personality testing to help them in these crucial managerial decisions. Importance of Performance Measurement and Data Analysis.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

COPC

SEPTEMBER 9, 2019

Being responsible for the deployment and innovation of the “datafication” and intellectualization of services, Allen and his team established a data-driven intelligent customer service approach which connects customers, services and products, which has achieved excellence in customer experience.

industry standards 40

industry standards Self service Strategic Value Finance 40

ChurnZero

JANUARY 25, 2024

Customer success manager roles The CSM role is becoming more strategic, with increased responsibility for driving revenue. This requires strong sales skills, domain experience, a data focused mindset, and an understanding of how to use AI to make their role more efficient.

Education 52

Education Upselling Consulting Consulting 52

JivoChat

JULY 3, 2022

Dealing with data. Main topics: Determining strategic value. How color influences the interaction. How to choose the right colors for UI. Designing with typography and imagery. Creating and Simplifying visual cues. Working with icons. Simplifying visual information. UI design mantras. Access type: full lifetime access.

Best practices 75

Best practices Journey mapping Feedback Strategic Value 75

COPC

SEPTEMBER 3, 2019

Being responsible for the deployment and innovation of the “datafication” and intellectualization of services, Allen and his team established a data-driven intelligent customer service approach which connects customers, services and products, which has achieved excellence in customer experience. We recognize that COPC Inc.

industry standards 40

industry standards Enterprise Technology Self service 40

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

MARCH 13, 2023

Monitor and evaluate net benefits in relation to clearly stated customer goals and objectives and give customers and internal teams quantitative data. Sustain high client retention rates that are in line with business objectives. 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

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Talkdesk

MAY 23, 2019

In fact, I ended up very proudly as CEO of that, and then, as things tend to do as markets develop and mature, we were acquired by a South African business called Dimension Data. And, that was part of a group that I stayed involved in for a good 25 years. How can we provide benefit beyond, to your point, that cost conversation.

Contact Center 44

Contact Center Consulting Consulting Engineering 44

Integrity Solutions

MAY 24, 2023

Mindset – Conversations with Themselves : Review this research data during your next sales or management program, and have participants discuss the implications of the data with their teams. They’re sizing up your salespeople and wanting to know: Are they credible? Is talking with them going to be a good use of our time?

Sales 52

Sales Coaching Accountability Personalization 52

SmartKarrot

JUNE 18, 2021

Use client data feeds and Alpha Health data inputs to organize performance deliverables and insights. Influence future lifetime value through increased product adoption, customer satisfaction and overall health scores. Work directly with sales leadership to support customer expansion.

Strategic Value 10

Strategic Value Finance Best practices Upselling 10

SmartKarrot

MAY 19, 2020

The primary focus of this role is to shorten time to value realization, build strong relationships with key stakeholders, and ultimately achieve renewals for the most valued accounts. Identify and articulate how their solution supports the achievement of the Customer’s strategic business goals. Apply here: [link].

Strategic Value 10

Strategic Value Accountability Sales Marketing 10

SmartKarrot

DECEMBER 17, 2023

By automating routine tasks and minimizing non-customer-facing activities, AI enables customer success managers (CSMs) to focus on strategic value, industry trends, and, most importantly, building meaningful relationships with customers. The key is to identify areas where automation can enhance the overall customer experience.

Strategic Value 8

Strategic Value Education Metrics Personalization 8

SmartKarrot

DECEMBER 17, 2023

By automating routine tasks and minimizing non-customer-facing activities, AI enables customer success managers (CSMs) to focus on strategic value, industry trends, and, most importantly, building meaningful relationships with customers. The key is to identify areas where automation can enhance the overall customer experience.

Strategic Value 8

Strategic Value Education Metrics Personalization 8