Virgin Trains is one of the largest rail providers in England and has been using the customer service tool SoDash since December to manage customer interactions on Twitter and Facebook alongside their other channels. On average, Virgin Trains' Twitter handle receives 13,000 messages per month and sends 9,000 messages to customers through SoDash. A manager at Virgin Trains commented that SoDash has allowed them to effectively respond to customers quickly, solve problems constructively, and add value to the customer experience. Gatorade UK also used SoDash to engage marathon runners with targeted messages and offers based on their stage of training by analyzing message content to classify runners and confidently deliver ghost-written responses.
Customer Churn. Everyone loves talking about how to calculate it, how to reduce it, and how bad it is (us included!). But isn’t it time to sit down and figure out how we can actually influence it, and what actions we can actually take, given certain characteristics?
The Actionable SaaS Metrics series goes beyond measuring and calculating. It takes a deeper look at some characteristics of common subscription metrics, with the goal of identifying key actionable steps to optimize them for your business.
How We Drive High Touch success with Strategic Customers Gainsight webinar-v_fGainsight
Deep-dive into Gainsight's approach for Strategic customer relationships. Strategic customers play a remarkable role in guiding philosophy, problem-solving and innovation within Gainsight.
Quelle Expérience Client au coeur d'un Business Model Innovant ? Magali Alix-Toupé
L'Expérience Client, co-créée par les collaborateurs , levier puissant de différenciation et fidélisation, au service de votre proposition de valeur unique.
Deep-dive into Gainsight’s own 1:Many program. See how we leverage the right people, strategy and processes to communicate with customers and save CSMs time.
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team
Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Delivering Value Through Exceptional Client ServiceJayne Navarre
The document discusses delivering exceptional client service in law firms. It notes that law firms believe clients are the best served group, but clients see firms as interchangeable. The #1 complaint is firms not delivering basic category benefits like quality, efficiency and promptness. Firms try to be unique but should focus on reliably delivering core benefits better than competitors. Starbucks is used as an example of excelling at generic category benefits. The summary is:
Law firms should focus on reliably delivering core client benefits like quality, efficiency and promptness, rather than trying to be unique. Starbucks is presented as a model for excelling at generic category benefits rather than unique features. Firms should seek to become the standard for client service in their category
Virgin Trains is one of the largest rail providers in England and has been using the customer service tool SoDash since December to manage customer interactions on Twitter and Facebook alongside their other channels. On average, Virgin Trains' Twitter handle receives 13,000 messages per month and sends 9,000 messages to customers through SoDash. A manager at Virgin Trains commented that SoDash has allowed them to effectively respond to customers quickly, solve problems constructively, and add value to the customer experience. Gatorade UK also used SoDash to engage marathon runners with targeted messages and offers based on their stage of training by analyzing message content to classify runners and confidently deliver ghost-written responses.
Customer Churn. Everyone loves talking about how to calculate it, how to reduce it, and how bad it is (us included!). But isn’t it time to sit down and figure out how we can actually influence it, and what actions we can actually take, given certain characteristics?
The Actionable SaaS Metrics series goes beyond measuring and calculating. It takes a deeper look at some characteristics of common subscription metrics, with the goal of identifying key actionable steps to optimize them for your business.
How We Drive High Touch success with Strategic Customers Gainsight webinar-v_fGainsight
Deep-dive into Gainsight's approach for Strategic customer relationships. Strategic customers play a remarkable role in guiding philosophy, problem-solving and innovation within Gainsight.
Quelle Expérience Client au coeur d'un Business Model Innovant ? Magali Alix-Toupé
L'Expérience Client, co-créée par les collaborateurs , levier puissant de différenciation et fidélisation, au service de votre proposition de valeur unique.
Deep-dive into Gainsight’s own 1:Many program. See how we leverage the right people, strategy and processes to communicate with customers and save CSMs time.
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team
Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Delivering Value Through Exceptional Client ServiceJayne Navarre
The document discusses delivering exceptional client service in law firms. It notes that law firms believe clients are the best served group, but clients see firms as interchangeable. The #1 complaint is firms not delivering basic category benefits like quality, efficiency and promptness. Firms try to be unique but should focus on reliably delivering core benefits better than competitors. Starbucks is used as an example of excelling at generic category benefits. The summary is:
Law firms should focus on reliably delivering core client benefits like quality, efficiency and promptness, rather than trying to be unique. Starbucks is presented as a model for excelling at generic category benefits rather than unique features. Firms should seek to become the standard for client service in their category
В преддверии летних каникул в целях профилактики детского травматизма была проведена традиционная игра-конкурс «Безопасное колесо». 6 мая команды 5 классов школы № 20 путешествовали по различным станциям: «Знатоки дорожных правил», «Медицина», «Проверь себя», «Фигурное вождение», «Нарисуй плакат по ПДД». Команды выполняли веселые и интересные задания, которые были объединены одной общей тематикой – безопасность на дороге. 1 место среди участников заняла команда 5В класса, 2 место – 5Б класс, 3 место – 5А класс, 4 место – 5Г класс. Подобное мероприятие позволяет учащимся закрепить свои знания по правилам дорожного движения, сформировать у них навыки безопасного поведения на дороге.
12 февраля в Доме творчества прошел муниципальный фестиваль «Солдатские звезды», в котором приняли участие наши ученики младших классов в составе вокальной группы «Музыкальная шкатулка» и ученица 9А класса Молчанова Диана.
03.03.2016 г. 2 "Г" класс отметил Международный Женский день. Мальчики подготовили сюрпризы для девочек, загадали загадки, провели викторину, конкурсы и, конечно же, подарили подарки своим одноклассницам.
В преддверии летних каникул в целях профилактики детского травматизма была проведена традиционная игра-конкурс «Безопасное колесо». 6 мая команды 5 классов школы № 20 путешествовали по различным станциям: «Знатоки дорожных правил», «Медицина», «Проверь себя», «Фигурное вождение», «Нарисуй плакат по ПДД». Команды выполняли веселые и интересные задания, которые были объединены одной общей тематикой – безопасность на дороге. 1 место среди участников заняла команда 5В класса, 2 место – 5Б класс, 3 место – 5А класс, 4 место – 5Г класс. Подобное мероприятие позволяет учащимся закрепить свои знания по правилам дорожного движения, сформировать у них навыки безопасного поведения на дороге.
12 февраля в Доме творчества прошел муниципальный фестиваль «Солдатские звезды», в котором приняли участие наши ученики младших классов в составе вокальной группы «Музыкальная шкатулка» и ученица 9А класса Молчанова Диана.
03.03.2016 г. 2 "Г" класс отметил Международный Женский день. Мальчики подготовили сюрпризы для девочек, загадали загадки, провели викторину, конкурсы и, конечно же, подарили подарки своим одноклассницам.