Confusing Customer Service Delivery with Customer Experience Delivery?

Babette Ten Haken

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. Throughout that customer’s lifecycle.

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Orchestrating a World Class Customer Experience

Sales Benchmark Index

In today’s show, Doris details how to orchestrate a world class customer experience. The customer experience trend is sweeping. Joining us on SBI TV is Doris Raimundi, SVP of Consumer Banking Sales and Support for US Bank.

195

3 Ways to improve Your Customer Retention Scorecard

Babette Ten Haken

Do you have a customer retention scorecard? Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis.

188

Grow Enterprise Value with Customer Success

Sales Benchmark Index

Our guest on SBI TV is Gaye Gilbert, Executive Vice President of Customer Success at First Advantage. Gaye has already implemented customer success initiative while most companies are just now starting to think about getting started. Anyone in customer success in.

141

In the Race to Win More Customers, Sales Needs Digital Transformation

to do more, customers demand that you know more, and. personalized customer engagement and methods to utilize the. were HR, sales, customer service, finance/accounting, IT, and. At the same time, customer expectations grow ever.

4 Elements of Superior Customer Success and Customer Experience

Sales Benchmark Index

Article Corporate Strategy Sales Strategy 2019 better outcomes Competitive Advantage cs customer experience customer success CX Dan Bernoske experience to outcome experience:outcome measure CX sbi workbook

164

Customer Service By the Bucketful

The Sales Heretic

Sales customer money service snacksJames Saucedo isn’t a salesperson. But most salespeople could learn a thing or two from him. James drives a shuttle van for the Courtyard by Marriott hotel in Austin, Texas. I had the pleasure of riding in his van when I flew into Austin not long ago.

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2018 Priority: Grow Revenue With Customer Success

Sales Benchmark Index

Article Corporate Strategy Marketing Strategy Sales Strategy build a customer success team csm customer success customer success manager Customer Success Manager hiring profile hiring profile Marketing marketing strategy

227

Surprised when Loyal Customers become Former Customers?

Babette Ten Haken

The transformation of loyal customers into former customers is a real conundrum. Especially in the age of big data meets customer satisfaction. After all, if you continuously keep your fingers on the pulse of your customers, all that data should tell you who is vulnerable.

78

Top 3 Customer Retention Metrics

Sales Benchmark Index

“Our customer retention is excellent. We only lose 5% of customers per year, so our retention is 95%.”. Article Corporate Strategy critical metrics Customer Retention making your number Mike Spence retention retention metrics retention rate revenue growth

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The Art of Social Selling -- Summarized by getAbstract

Find and engage customers on Twitter, Facebook, LinkedIn, and other social networks

Benchmarking Your Customer Success Team

Sales Benchmark Index

In a recent article, we defined the right Key Performance Indicators for Customer Success teams. If you have invested the time to collecting this information, your next step is comparing yourself to other companies’ Customer Success teams. Download our Customer Success.

151

Advanced Best Practices to Accelerate the Impact of Customer Success

Sales Benchmark Index

Our guest today is Bernie Kassar, Chief Customer Officer for Xactly Corporation. Bernie pioneered the field of Customer Success as one of the first SVP’s of Customer Success five years ago.

141

Is Customer Bombardment Your Customer Experience Strategy?

Babette Ten Haken

Customer bombardment should be a no-brainer non-strategy. Especially when it comes to how not to create a positive customer experience. Yet what should be common sense often flies in the face of customer experience reality. Guess what those customers did next?

78

How to Grow Revenues with Customer Success

Sales Benchmark Index

Joining us for today’s show is Natalie Fedie, a Vice President of Customer Success who knows how to grow and retain customers. Today’s topic is dedicated to the topic of Customer Success.

190

7 Must-Have Automated Documents for Sales Success

Many companies have adopted technologies like customer relationship management. Even if it’s all in Salesforce, crucial account data is spread across different objects— Accounts, Opportunities, Contacts, and custom objects—users must constantly. Customize content by recipient.

Start Solving the Customer Retention Ownership Conundrum

Babette Ten Haken

The customer retention ownership conversation is not a matter of assigning this critical-to-sustainability activity to “someone” in your organization. So, just who, in your organization is responsible for customer retention ownership? Customers are smart.

83

How Do You Develop Customer Loyalty?

Increase Sales

To develop customer loyalty means that you must know what to do and probably change your paradigms. Loyal customers have different expectations than just satisfied ones. Customer Loyalty Coaching Tip: The digital disruption will impact your paradigms about loyal customers. To learn your customers’ expectations begins with the management team. Senior management needs to identify the points of connection within the customers’ experiences.

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Do Our Professional Labels create Positive Customer Experiences?

Babette Ten Haken

However, the label itself can set up performance and customer experience expectations which may be unjustified. To create positive customer experiences with clients and colleagues, move past the biases generated by the professional labels game.

150

Why You Should Never Satisfy Customers

The Sales Heretic

Many companies proudly state that “We want you to be completely satisfied” or “100% customer satisfaction guaranteed” or similar sentiments. And while customer satisfaction seems like a good idea—you don’t want your customers to be upset, after all—it’s actually a recipe for disaster.

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Using Connected Device Data to Improve Sales

Speaker: Charlie Isaacs, CTO for Customer Connection at Salesforce

Charlie Isaacs, CTO for Customer Connection at Salesforce, has the answer to that question, and many more on top of it. You likely have many connected devices all around you.

Performing a Customer Success Capabilities Assessment Is the Key to Cross-Sell/Up-Sell Next Year

Sales Benchmark Index

I recently attempted to learn to golf – again. I visited a Pro Shop and confidently told the Pro that I was pretty good with my Driver, 4 Iron, 7 Iron, and Pitching Wedge, but not very good with my.

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Customer Success: Fundamentally Advance Your Business Strategy

Sales Benchmark Index

Either you’re launching Customer Success or have already started on this journey. This type of transformation involves many people, departments, and functions. To be successful, a change management program is necessary.

165

3 Ways Your Value Added Customer Experience Efforts are not Valued

Babette Ten Haken

How are your best value added customer experience efforts sabotaged, both pre- and post-sale? What you do, when you are not actively selling, engineering, coding and serving, adds value to each customer’s experience of how it is to work with you.

141

Marketing’s Critical Alliance with Customer Success

Sales Benchmark Index

Corporate Strategy Marketing Strategy Sales Strategy Video Aligned to Achieve alliance b2b sales Chief Marketing Officer CMO csm customer success customer success manager grow customers sales and marketing alignment vice president of customer success vp of customer success

151

Togetherness: Achieving Sales and Marketing Alignment

Speaker: Jeff Davis, Founder, jd2 Consulting Group

This means we must intimately understand the customer journey then implement tech that helps us provide an amazing customer experience.

Grow Revenues With Customer Success

Sales Benchmark Index

Today’s topic is dedicated to growing revenues with Customer Success. Our guest is Natalie Fedie, a Vice President of Customer Success who knows how to proactively manage the customer life cycle to grow revenue.

141

The Quicksand of Customer Loyalty Those Nasty Complaints

Increase Sales

Building customer loyalty must address unsolved problems aka customer complaints. Was your customer complaint or problem resolved to YOUR expectations or was it resolved to the provider’s satisfaction? Just the opposite, angry, frustrated and can’t wait to share this miserable customer service experience with the first person who will listen and commensurate with you in your misery? Now think about your customers and their unresolved problems.

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The Secret of Great Customer Service.Ty Boyd.

Jeffrey Gitomer

Customer service are two of the most maligned words in our language. So often as customers we are disappointed in the service we receive (or the attitude attached to the service) that we go elsewhere. Customer service

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2 Ways We create Unforgettably Innovative Customer Experiences

Babette Ten Haken

Innovative customer experiences stand out from what customers are used to experiencing. Also, after the customer service rep, sales rep, engineer, field sales service rep, Quality professional departs, the customer asks themselves: “What just happened?”.

106

Two Tales of Customer Service

Increase Sales

Great customer service makes or breaks any business from the smallest mom and pop shop to the national franchise. These past weeks while on vacation I have experienced the best of customer service and the worst of it. Here is a recap of my customer service observations: Observation.

246

Should Customer Success Managers Carry a Quota?

Sales Benchmark Index

Article Corporate Strategy Marketing Strategy Product Strategy Sales Strategy build a customer success team csm customer success customer success manager Customer Success Manager hiring profile hiring profile Marketing marketing strategy

169

Is Now the Time to Hire a Chief Customer Officer?

Sales Benchmark Index

The Chief Customer Officer is one of the newest roles to join the C-Suite in the past few years. Their charter is to drive customer-centricity throughout the enterprise. They are a customer advocate who cares about providing a good customer.

173

Emotions Are Your Customer Experience Reality

Increase Sales

And it is those very same emotions that are guiding each and every customers experience specific to the points of connection. Again, points of connection are everything your customers see, hear, touch, smell, taste and feel. Extensive customer service research by Rosenberg has shown customer behavior can be predicted by emotions. Lost customer value of 10 years was probably more than $6,000. Your customers do not want to hear (point of connection) excuses.

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Will a “Traditional” Customer Success Approach Work For You?

Sales Benchmark Index

While Customer success is a relatively new undertaking, we are fortunate to have many great content writers. Gainsight, TSIA, and Sixteenventures all provide high quality, actionable content. With that said, most of what is available is focused on a subscription.

141

Customer Success Storytelling leverages Customer Experiences

Babette Ten Haken

Customer success storytelling leverages customer experiences. These stories portray the actual experiences an organization’s own customers have, when working with that organization. How can organizations capture their customer success stories ?

62

Why Your Confused Customers are not Retained Customers

Babette Ten Haken

Do you have confused customers? You just may be creating customer instability instead of executing a rock-solid customer retention strategy. Are you teeing customers up for success, or not? So is the probability of customer retention.

110

Priceless, The First Customer Service Experience

Increase Sales

Once again I realized how truly priceless the first customer service experience really is. He only reaffirmed my first customer service experience with the Repair Department at Attwoods. And these expenditures have all been fostered by that priceless first customer service experience.

194

Build a Championship Customer Success Team

Sales Benchmark Index

Article Corporate Strategy Marketing Strategy Product Strategy Sales Strategy build a customer success team csm customer success customer success manager Customer Success Manager hiring profile hiring profile Marketing marketing strategy

169

The Top 5 Lessons Learned While Adopting New Technology to Support Customer Success

Sales Benchmark Index

Unique to Customer Success technology adoption is the relative immaturity of both Customer Success organizations and technology compared to other business functions.

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