ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

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Customer Success E Commerce 2020 E-support 64

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. So, without further ado… Why is NPS important? How can you improve your NPS?

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NPS Net Promoter Score Banking CEM 83

BirdEye

AUGUST 3, 2023

However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. This fosters more customer loyalty.

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Customer Satisfaction Customer Centricity Culture Net Promoter Score 98

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

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Roadmap Return on Investment Customer Journey Customer Success 59

SmartKarrot

DECEMBER 20, 2023

The landscape of Customer Success (CS) is experiencing a transformative shift. In this blog post, I, as a seasoned customer success expert at Chili Piper, will delve into the key trends and innovations shaping the future of customer success. Digital customer success and automation have taken center stage.

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2023 Customer Success Innovation Metrics 10

SmartKarrot

DECEMBER 20, 2023

The landscape of Customer Success (CS) is experiencing a transformative shift. In this blog post, I, as a seasoned customer success expert at Chili Piper, will delve into the key trends and innovations shaping the future of customer success. Digital customer success and automation have taken center stage.

2023 10

2023 Customer Success Innovation Metrics 10

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. Her CEO has asked her to nominate a customer who could talk about the value they have realized from the firm’s solution. Suggested Read : How to do customer health score in 2022? Let’s find out.

Customer Success 52

Customer Success Presentation Customers 2022 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! So, the Customer Success team today at most orgs is a very poor steward of the customers’ needs and experience. Isn’t that crazy?

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Webinar Roadmap Customer Success Feedback 52

CustomerSuccessBox

FEBRUARY 20, 2022

Customer health score gathers all the significant data of customers and analyzes the future behavior for a predictable time. Measure customer health scores to know how your customers are performing in real time. It is based upon the metrics which the business cares about. Because customers aren’t alike.

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Measurement 2022 Customer Success B2B 52

CustomerSuccessBox

MARCH 23, 2022

“You cannot buy engagement, you have to build engagement” Whether or not your SaaS company provides huge customer success, it is substantial that a customer engagement model oversees proactive engagement with clients. What is a Customer Engagement Model? High Touch Post Onboarding.

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Customer Engagement 2022 Engagement Customers 52

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. New Value-Driven Metrics. Customers demand it. That’s fine.

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Customer Success ROI Metrics Chief Customer Officer 59

Gainsight

JUNE 15, 2022

2022 marks the 20-year anniversary for The Bachelor , the legendary reality dating show where dozens of contestants vie for the attention of one eligible single in the hopes of hearing that famous phrase: “Will you accept this rose?”. Product experience (PX) professionals don’t have the luxury of one-on-one dates with their customers.

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Metrics Measurement Engagement 2022 52

ChurnZero

DECEMBER 28, 2021

Too heavy of a focus on either metric has serious consequences for your business. Learn the nuances between these north-star metrics, the implications of their use on your team and business, and our recommendations on how to maximize their impact. Retention Deficit: How to Keep Customers by Talking About More Than Your Product.

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2021 Article 2022 Fashion 52

Gainsight

SEPTEMBER 6, 2022

Economic output declined sharply in the first half of 2022, and the U.S. The mindset in SaaS has shifted,” says Nick Mehta, Chief Executive Officer at Gainsight, a leading customer success and product experience platform. He’s also the co-author of two books: Customer Success and The Customer Success Economy. “A

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Customer Success Roadmap Sales 2022 10

SmartKarrot

FEBRUARY 10, 2022

This is where the role of SaaS metrics comes into the picture. The SaaS metrics can be divided into various categories based on the needs and requirements of a CFO, including: . Customer Metrics : These metrics prove to be a blessing when it comes to an understanding the habits and tendencies of your existing customer base.

Metrics 10

Metrics 2022 NPS B2B 10

Gainsight

JUNE 14, 2023

Unless you’ve been living underground clinging to a low-fi lifestyle, then you’ve likely heard of the AI-powered revolution taking the world of Customer Success and Community by storm: Digital Customer Success , or DCS for short. It’s clear that customers want to self-serve.

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Competitive Advantage Metrics 2023 User Experience 52

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? The stickier your B2B business is, the better.

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B2B Sales 2022 Customers 105

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? The stickier your B2B business is, the better.

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B2B Sales 2022 Customers 98

SmartKarrot

APRIL 15, 2022

Here are the top 10 customer retention books for CRMs to read in 2022 –. The Art of CRM: Proven strategies for modern customer relationship management. This is one of the best books that provide a detailed understanding of customer retention. Customer Relationship Management: Concepts and Technologies.

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Customer Retention Books 2022 E-support 19

Education Services Group

OCTOBER 20, 2022

BIG RYG 2022 was a jam-packed two days of engaging sessions, new connections, and “aha” moments. If you think only Sales and Customer Success can impact Net Dollar Retention (NDR), Joel Passen , Co-Founder of Sturdy would tell you that you’re dead wrong. Joel shared that listening to customers is harder than it sounds.

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2022 Financial 2023 Customer Success 10

Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success (CS), we want you to have all the information and insights you need to stay current and take your CS practice to new heights.

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2023 Customer Success Webinar Healthcare 52

Gainsight

MAY 18, 2023

Can you believe it’s been an entire year since the 2022 GameChanger Awards ? Every year at Pulse , we recognize industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers.

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2023 2022 Customer Success Customer Journey 52