Putting Proactive Customer Service Into Practice by Alex Gadd
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Alex Gadd leads Kustomer's professional services, technical support, and customer success teams. Kustomer is an omnichannel customer service CRM platform that automates repetitive tasks and provides real-time views of customers throughout conversations. Proactive customer service focuses on customer needs rather than wants and allows companies to control word-of-mouth, while reactive service relies on customer complaints. Proactively engaging customers through self-service content, addressing account issues, admitting mistakes, check-ins, and activating dormant users can help reduce churn rates by 3-5% and lower contact center costs by 20-30% without customers ever complaining. Companies should catalog persistent issues, find quick wins, and communicate positives to show
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Webinar: Customer Experience Analytics 2023
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Customer Relationship Management (CRM) involves developing and maintaining long-term relationships with strategically important customers by creating individualized relationships and carefully targeting customers and customer groups to maximize their lifetime value. CRM aims to enhance customer acquisition and retention by better understanding customer needs and wants, offering appropriate products and services, managing the sales cycle, and identifying cross-selling opportunities. Customer satisfaction results from customers' assessment of how a product or service compares to their prior expectations, and can be increased by exceeding expectations, helping customers, providing good customer service, and addressing recurring problems.
CRM
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Customer Service and Sales Solutions Overview - OSU guest lecture
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TOTAL QUALITY MANAGEMENT-Customer Satisfaction
The document discusses Total Quality Management (TQM) and its focus on customer satisfaction. TQM aims to embed quality awareness throughout all organizational processes. Its prime directive is ensuring everything is geared towards satisfying customers, as customer satisfaction drives the company's survival. The document outlines several TQM principles and methods for achieving customer satisfaction, such as obtaining customer feedback and implementing continuous improvement.
Contact Center is a Gold Mine for Customer Experience Improvement Company-wide
Customer comments in the contact center are underutilized gold mines for guiding your whole company in improving and differentiating customer experience for stronger business results.
See https://ClearAction.com/
Customer Success Management - Experience Hacking in the Subscription Age
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Lessons Learned in Building a Best-in-Class Customer Success Organization
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- 1. Putting Proactive Customer Service into Practice
- 2. Alex Gadd Vice President, Customer Experience ● Leads Kustomer’s professional services, technical support, and customer success teams ● 25 years of experience leading technology customer success organizations ● Past Experience: SugarCRM, Oracle, MLB, SelectMinds ● Words to live by: Success is not final, failure is not fatal; it is the courage to continue that counts
- 3. Omnichannel customer service CRM platform that makes personalized, efficient, and effortless customer service a reality by using intelligence to automate repetitive, manual tasks and provide real-time actionable views of customers throughout continuous omnichannel conversations. What is Kustomer?
- 4. Q. What is Proactive Customer Service?
- 5. REACTIVE Focused on customer wants Mercy of WOM PROACTIVE Focused on customer needs Control of WOM
- 6. of customers that churn have never complained to CS 96% Source: thinkJar
- 7. Source: OpenSpan and Enkata Proactive Service Results Impact the Bottom Line Reduction in YOY inbound inquiries 20-30% ~25% Decrease in contact center costs 3-5% Increase in retention rates
- 8. Q. How can you reduce customer churn if you don’t know who is at risk?
- 9. Proactive engagement myth It’s all about preventing negative outcomes
- 10. A. By proactively engaging not only to prevent negative outcomes, but also to show customers value in a collaborative conversation.
- 11. 11 SELF-SERVICE CONTENT ACCOUNT ISSUES WITH SOLUTIONS ADMIT MISTAKES CHECK-IN IN-BETWEEN PURCHASE SURPRISE ACTIVATING DORMANT CUSTOMERS Proactive Customer Engagement Maturity
- 12. Track Inbound Issues Monitor Social Media Request Feedback INFORMATION GATHERING Proactive customer engagement building blocks Leadership Culture Incentives ORGANIZATIONAL ALIGNMENT Customer Data Omnichannel Comms Automated Workflows RIGHT TECHNOLOGY
- 13. GROUP EXERCISE
- 14. 1 Catalog persistent issues where proactive engagement can change the outcome. 2 Identify what’s keeping you from proactively remedying these issues. 4 Remember to proactively communicate positives not just negatives. Show you care. Don’t sell. 5 Key Takeaways 3 Find quick wins and start adding more engagement types over time.
- 15. of customers that churn have never complained to CS 96% Source: thinkJar
- 16. Start thinking from your customers’ perspectives