Team Support

MARCH 3, 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.

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Customer Success 2020 B2B 2019 98

Team Support

SEPTEMBER 30, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationship in Part 1 of this series. CIO Review continues its Q&A with Eric in Part 2 where they discuss current trends and the future of B2B customer support.

Customer Relationships 59

Customer Relationships 2008 B2B B2C 59

CustomerSuccessBox

SEPTEMBER 15, 2021

As the CEO of your company, there may come a situation where you need to implement customer success. You have two options- in-house customer success or outsourcing customer success. With customer success being a new function and companies not prepared for it, outsourcing might seem like a wise decision.

Customer Success 52

Customer Success B2B Net Promoter Score Competitive Advantage 52

Team Support

OCTOBER 28, 2020

Managing customer relationships, on the other hand, has been incredibly challenging. For many in B2B, those in-person meetings have been a vital method for building and maintaining rapport, and now they have to use video calls to accomplish the same. “We

Customer Relationships 45

Customer Relationships Magazine B2B B2C 45

Team Support

JULY 27, 2020

This proves particularly important with B2B (business-to-business) relationships using an MRR (monthly recurring revenue) model since those customers tend to be higher value, thus more critical to retain. The buying cycle is typically longer as well, which makes it more difficult to fill a revenue gap if a customer is lost.

B2B 90

B2B Customer Success Financial 2020 90

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? How Beneficial is the Voice of Customer Framework?

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 102

Customer Success Customer Centricity Customer Satisfaction Fashion 102

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? How Beneficial is the Voice of the Customer Framework?

B2B 52

B2B Net Promoter Score NPS Feedback 52

Team Support

OCTOBER 8, 2020

The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2. What are the strategies employed by TeamSupport?

Customer Relationships 59

Customer Relationships B2C B2B 2008 59

Team Support

JANUARY 12, 2021

As we enter 2021 the strategic role of B2B Support must be aligned (or realigned) with overall corporate strategies. Company-wide initiatives to improve customer experiences (CX) and drive success are influencing Support to engage in new, more meaningful customer interactions.

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B2B 2004 2021 Download 86

Think Customers

AUGUST 30, 2021

In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon. The sales world is forever altered, thanks to pandemic-fueled digital transformation across entire enterprises.

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B2B Sales 2021 ROI 59

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. In our field, the composition of Customer Education teams can vary wildly. Maybe both?

Customer Success 52

Customer Success Management Customers 2015 52

Team Support

SEPTEMBER 8, 2020

Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. In other words, effective B2B support forms the foundation for long-term successful customer engagements. Customer contact with Support identifies top features customers want.

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B2B 2004 Download Customer Expectations 64

CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., Senior Customer Success (CS) leader VP of Customer Success Head of Customer Success.

ROI 52

ROI Customer Success B2B Reference 52

Totango

MARCH 24, 2020

Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. Goal-Based, Results-Driven Customer Success.

B2B 59

B2B Management Metrics Customers 59

Kerry Bodine

JANUARY 30, 2021

Here’s the problem: Individual B2B customers tend to have strong personal connections to one ( maaaybe two) people in the organizations they do business with. That might be an account manager, customer success manager — or, as in my case, a payroll specialist. Please share in the comments below.

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B2B Customer Experience Healthcare Communication 90

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion?

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion?

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Customer Success NPS Metrics Net Promoter Score 97

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

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Leadership Customer Success 2021 2020 59

Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

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B2B 2004 Customer Retention Download 81

Team Support

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Net Promoter Score NPS 2017 86

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 54

Leadership Customer Success 2021 2020 54

ClientSuccess

APRIL 28, 2021

Conversations by ClientSuccess TM provides a better way for customer success managers to communicate & collaborate with their customers. Conversations empowers front-line customer success managers (CSMs) to engage with customers in a faster and more authentic way. Contact: Mark Stoddard. ClientSuccess.

Customer Success 52

Customer Success 2021 B2B 2020 52

Team Support

JUNE 1, 2021

And it still holds true today, particularly in B2B environments, although it may look a little different today than it did back when (quarterly business reviews over a Zoom call versus a two-martini lunch, for example). In fact, even customer support plays a role in forming the foundation for long-term successful customer engagements.

B2B 59

B2B Webinar Touchpoint Customer Relationships 59

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. 5/ The startup’s guide to Customer Success.

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Webinar 2022 Customer Success Metrics 98

Waypoint Group

MARCH 5, 2020

” with a great discussion about how Sales and Customer Success need to work together for mutual benefit, and how Customer Success can learn/adopt some great practices from Sales to strengthen customer-relationships. The hand-off between Sales and Customer Success. ”) and persona.

Sales 40

Sales Customer Success B2B Definition 40

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. As a Customer Success Manager (CSM), your job is to help customers derive more value from your product so that they achieve their business goals. Upselling creates a great customer experience.

B2B 52

B2B Presentation Customer Success Feedback 52

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). It wasn’t deployed to manage each and every customer relationship.

Customer Success 52

Customer Success Touchpoint Customers Metrics 52

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

2022 52

2022 Measurement Net Promoter Score Customer Success 52

Education Services Group

DECEMBER 4, 2019

You also have to think long-term, ensuring the success of those customers so they’ll stick around for the next subscription cycle and the one after that. And the key to optimizing revenue is Customer Success. What’s Customer Revenue Optimization? Customer Revenue Optimization (CRO) is a new twist on B2B sales.

Customer Success 59

Customer Success Customers Sales Customer Retention 59

Waypoint Group

SEPTEMBER 8, 2022

B2B vendor/providers and customer/accounts working together is much like a marriage. If you never care to find out what your spouse is thinking about the relationship (and why) then the marriage is probably doomed in the long run. Are there ways better than Active Listening to strengthen customer relationships?

B2B 52

B2B Feedback Net Promoter Score NPS 52

Waypoint Group

SEPTEMBER 8, 2022

B2B vendor/providers and customer/accounts working together is much like a marriage. If you never care to find out what your spouse is thinking about the relationship (and why) then the marriage is probably doomed in the long run. Are there ways better than Active Listening to strengthen customer relationships?

B2B 52

B2B Feedback Net Promoter Score NPS 52

Team Support

JULY 14, 2020

But with the right B2B (business-to-business) customer support software, it’s easy for support, sales, and product development teams to all have full visibility into the history of the customer, what products they are using, and what communication has occurred throughout the relationship. Sadly, they do.

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B2B Customer Service Representative Sales Communication 59

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. As such, enterprises need to prioritize cultivating long-term customer relationships that foster continual, mutual growth.

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Management B2B Seminar ROI 106

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.

Customer Success 64

Customer Success E Commerce 2020 E-support 64

Team Support

JANUARY 18, 2022

To be successful in 2022, it’s vital that you bring customers to the forefront of your B2B business. However, did you know your customer support software is likely holding you back, or outright preventing you from achieving this? In fact, 70% or more of annual revenue comes from current customers.

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B2B 2022 Customer Centricity Customer Relationships 52