ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. Webinar: What if Your Current Customers Were Your Only Customers This Year?

Customer Relationship 95

Customer Relationship Customer Journey Map NPS Customer Experience 95

ECXO

MARCH 6, 2025

In this way, journey mapping and redesign directly contribute to stronger customer relationships and better business outcomes. Voice of the Customer and Feedback Loops Listening to customers is at the heart of any customer experience initiative. Mar 11, 2020). Oct 08, 2024). Forrester Research Summary.

CX Transformation 339

CX Transformation B2B CX Government 339

Totango

NOVEMBER 10, 2020

Improve candidate experience and response by 30% by January 2020”. As a result of this heightened alignment and bolstered communication, your customer relationship will be stronger than ever before. . For example, if you were an HR company, your SMART goals might include: “Reduce time to hire by 20% by October 2021”.

Customer Relationship 123

Customer Relationship Customer Satisfaction Start-ups 123

Zendesk

JULY 28, 2021

As a company that builds software to improve customer relationships, we take a service-first approach when it comes to all our stakeholders: our customers, our employees, our partners and our communities. Our ESG metrics section includes year-over-year data to provide measurements on our ESG data points between 2019 and 2020.

Government 78

Government Customer Relationship Technology Technology 78

ClientSuccess

OCTOBER 5, 2020

If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. What is customer ROI? Increasing ROI with better customer relationship management.

Customer Relationship Management 80

Customer Relationship Management Customer Relationship 80

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Callminer

MAY 12, 2020

Evaluating Customer Relationship Management Software. CRM solutions help to connect the dots between the many moving parts of your company’s customer interactions. Software in this category should come complete with powerful security options to protect your workforce’s private information.

Compliance 182

Compliance CRM Legal Customer Relationship Management 182

eglobalis

OCTOBER 9, 2024

Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships. Challenges : Managing customer disappointment can be tough, especially with long-term clients. However, clear and consistent communication helps mitigate potential damage.

Customer Feedback 529

Customer Feedback Compliance Innovation B2B 529

TeamSupport

JANUARY 10, 2020

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. It seems like more companies think that their B2B (business-to-business) customers want a streamlined and automated customer service experience.

Customer Service 80

Customer Service B2B Innovation Technology 80

TeamSupport

OCTOBER 28, 2020

This article is replicated from the November 6, 2020 special issue featuring TeamSupport as one of the Most Promising CRM Solution Providers 2020. Managing customer relationships, on the other hand, has been incredibly challenging. It is an absolute no-brainer that COVID has impacted us all.

Customer Relationship 45

Customer Relationship B2B B2C CRM 45

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. Forecasted revenue increase by 22% as a result of actions taken based on customer feedback. 93% of new customers onboarded within 14 days in 2020.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

ECXO

JULY 8, 2024

This approach is challenging because decisions made using enterprise technology may require clarifying for customers and users how each interaction and process can impact their finances, existing customer relationships, partnerships, and ultimately, retention, ROI, loyalty, and growth. million in 2017 to over 10 million by 2020.

Touchpoint 156

Touchpoint Technology Technology VOC 156

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support. The first way to do so is to ensure product adoption and use.

B2B 98

B2B Customer Relationship Customer Retention Customer Feedback 98

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. With a 34% annual growth rate over the last year, Customer Success Specialist came in at number six in the LinkedIn 2020 Emerging Jobs Report.

Artificial Intelligence 59

Artificial Intelligence Engineering Technology Technology 59

Intercom, Inc.

NOVEMBER 12, 2020

So while these shifts in consumer behaviors may be expedited by current circumstances, many unexpected industries were already exploring how to adopt B2B strategies for B2C – without losing the personal customer relationships that are at the core of their businesses. Learning from B2B.

Retail 221

Retail B2C B2B Manufacturing 221

TeamSupport

JUNE 8, 2020

June 8, 2020—Dallas—TeamSupport, an award-winning business-to-business (B2B)-focused customer support software solution, is named to the list of Best Help Desk Software for 2020 by Digital.com.

B2B 52

B2B Social Media B2C Customer Relationship 52

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. With a 34% annual growth rate over the last year, Customer Success Specialist came in at number six in the LinkedIn 2020 Emerging Jobs Report. eBook: Customer Success Best Practices from 20+ Executives.

Artificial Intelligence 52

Artificial Intelligence Engineering Technology Technology 52

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. With a 34% annual growth rate over the last year, Customer Success Specialist came in at number six in the LinkedIn 2020 Emerging Jobs Report. eBook: Customer Success Best Practices from 20+ Executives.

Artificial Intelligence 52

Artificial Intelligence Engineering Technology Technology 52

Intercom, Inc.

JULY 16, 2020

This is Scale , Intercom’s podcast series on driving business growth through customer relationships. In 2020, it’s about the art of the feel. In this week’s Scale episode, Loren outlines the sub-brand’s path to hypergrowth. Tune into the full episode above or get Loren’s key takeaways below. ” The future of commerce.

Artificial Intelligence 226

Artificial Intelligence Business Growth Sales Technology 226

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Sales 111

Sales NPS Customer Relationship Start-ups 111

TeamSupport

AUGUST 26, 2020

Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not. When B2B companies were asked to state the single most exciting opportunity for 2020, the number one response was customer experience (or CX), beating content marketing, video marketing and social!*

B2B 98

B2B Net Promoter Score NPS Customer Satisfaction 98

Customer Bliss

NOVEMBER 18, 2020

.” Steinbeck’s prose reminds us that no matter how comprehensive and accurate our modern metrics, they will never completely capture the magic and mystery of an engaged and joyful customer relationship. He is considered a world-renowned authority on customer loyalty and service innovation. Happy holidays!

Innovation 115

Innovation Customer Relationship Education Customer Loyalty 115

Steven Van Belleghem

SEPTEMBER 2, 2020

Jeff Bezos, the CEO of Amazon, decided in February 2020 to invest 10 billion dollars in a fund to combat climate change. Benefiting society alone without meeting the basic expectations of customers (in terms of price, product and service) is a non-starter. In 2020, we all took part in the largest digital trainings course ever.

E-commerce 98

E-commerce Artificial Intelligence Customer Expectations Social Media 98

Intercom, Inc.

JANUARY 28, 2020

Using mentions, they can also collaborate seamlessly with engineering or sales teammates to solve customer issues. . Additionally, customers seem to appreciate that the notes come from a sales/customer success person they have a prior relationship with.”. Lead generation. Going for growth.

Sales 138

Sales B2B Engineering CRM 138

Intercom, Inc.

AUGUST 25, 2021

Or support teams could have bots as the front line of defense to triage inbound inquiries, get more information from customers, or even solve problems.”. Eoghan on the potential for automation to transform customer relationships. Paul on the importance of modern customer support. Changing the support conversation.

Start-ups 220

Start-ups Customer Expectations Sales Innovation 220

Taylor Reach Group

MAY 1, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). We looked at how you can improve it by listening to your employees and acting on their suggestions ( TRG Blog March 2020 ).

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

Gainsight

MARCH 1, 2021

In July 2020, Jamf debuted on the NASDAQ in a $100 million IPO. Nick : How did you grow and scale from a company that managed around 4 million devices for 5,000 customers in 2015 to managing more than 20M Apple devices for over 47,000 customers in just five years? . Sam: We first thought about the ideal customer experience.

Gaming 52

Gaming Construction Customer Relationship NPS 52

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

NPS 104

NPS Education CRM Technology 104

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. By 2020, the market is expected to be worth $48.4 The global CRM market grew 12.3 percent from 2014 to 2015, from $23.4 billion to $26.3 billion , Gartner reported.

CRM 108

CRM Customer Experience Social Media Sales 108

Gainsight

NOVEMBER 18, 2019

If you’re not gathering robust and representative data across all key customer contact roles and segments to guide actions that will improve the customer experience, you’re at risk for losing market share to your competitors. When properly executed, your CX programs should serve as a blueprint for your 2020 priorities.

B2B 8

B2B CX Voice of the Customer Customer Feedback 8

TeamSupport

MARCH 10, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn, which we explored in Part 2.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

DMG Consulting

OCTOBER 13, 2020

IVA Trends for 2020. In addition, machine learning is instrumental in moving IVAs from reactive to proactive applications that can recognize the need to update a customer’s contact information, or offer additional products or services based on information gleaned from customer relationship management (CRM) or other servicing applications.

ML 87

ML Machine Learning Artificial Intelligence AI 87

Steven Van Belleghem

SEPTEMBER 17, 2020

This is also the case with Lumi (Pampers), where a major consumer goods manufacturer now invests heavily in the development of a direct relationship with its end users. In the summer of 2020, Unilever looks set to follow this trend with its ice-cream brands Magnum and Ben & Jerry’s. End customer focus in B2B.

Manufacturing 98

Manufacturing B2B Retail Social Media 98

ClientSuccess

OCTOBER 20, 2020

But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning. Customer success is only going to be more important in the months to come.

Customer Relationship Management 59

Customer Relationship Management Customer Relationship Start-ups Sales 59

Hodusoft

DECEMBER 26, 2024

Social Media A decade ago, customer service through social media was something BPOs could never fathom. As per one stat , in 2020-2021 alone, preference for social messaging for customer service increased 110 percent! But today, a majority of people want to connect via social media and organizations need to provide that.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

CSAT.AI

APRIL 28, 2022

Fun fact: The pay TV service industry lost over 5 million customers in 2020, and AT&T alone lost 1.16 million customers in Q4 of 2021 alone. Rather to highlight important customer service considerations that when in place help businesses navigate difficulty with their customer relationships intact, or repair them.

Customer Service 97

Customer Service Social Media Non-Profits Compliance 97

Heart of the Customer

JANUARY 22, 2020

22, 2020 /PRNewswire/ — Heart of the Customer (HoC), one of the nation’s leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), today announced a strategic partnership that will revolutionize how businesses map, orchestrate, and optimize their customer journeys. SEATTLE, Jan.

Innovation 88

Innovation CX Customer Journey Map Customer Relationship 88