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

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

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

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Success = Outcomes.

Customer Success 40

Customer Success B2B Feedback Customers 40

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Helping customer contacts with training.

Customer Success 40

Customer Success ROI Voice of Customer Feedback 40

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. Many Customer Success teams measure their performance via customer retention and expansion rates. Your process as a Customer Success leader should be similar.

Measurement 40

Measurement Customer Success Metrics B2B 40

Totango

OCTOBER 8, 2020

In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs. Learn from Customers. Understand Your Customer.

Customer Retention 63

Customer Retention Customer Success B2B Customers 63

Totango

OCTOBER 13, 2020

Customers who become advocates stimulate enterprise growth and drive value. The Impact of Turning Customers Into Advocates. B2B buyers have a complex and formal buying process, involving multiple people across departments. Build a Customer Community. Accelerate Onboarding. Establish, Track, and Celebrate Goals.

Webinar 62

Webinar Customer Success B2B NPS 62

Waypoint Group

OCTOBER 17, 2019

Concrete customer input removed the guesswork from internal communications. Deeper insights helping marketing create excellent customer-company interactions . Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%+. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. Customer education is necessary for customer success.

Customer Success 19

Customer Success E-support Customer Journey Mapping Social Media 19

Waypoint Group

JANUARY 23, 2015

When logging into a SaaS vendor, B2B employees need to get right to the point. But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. Gone are the days when a Welcome page is purely cosmetic.

B2B 61

B2B NPS Metrics Voice of Customer 61

CX Journey

DECEMBER 11, 2014

For B2B companies, it’s easy to breeze through the chore of sending a customer survey: design the questionnaire, hit send, sit back, wait for responses to roll in, and simply focus on the overall target: Likelihood to Recommend or Overall Satisfaction. 2) Do we know our customers like we thought?

Metrics 62

Metrics B2B Voice of Customer Feedback 62

Waypoint Group

JUNE 19, 2019

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right time to obtain the right insights. Accelerated expansion revenue from existing customers. Reduced churn.

Engagement 40

Engagement B2B ROI Download 40

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

Totango

OCTOBER 3, 2019

Now, imagine that after you move on from the sales team, you encounter a customer success manager on the first day of onboarding and they know everything about you, your company, you goals—things you only shared with the sales team. So, share updates with customers and make them feel like their voices are heard.

Customer Engagement 68

Customer Engagement Engagement Communication Customers 68

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Waypoint Group

OCTOBER 26, 2017

Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback. By participating in our no-risk trial you can gain immediate insights, help your company grow, and stop being part of the 70% that actually erode customer relationships by asking for feedback but do nothing with it.

NPS 40

NPS B2B Feedback Customer Relationships 40

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Steve Jobs once advised to get closer to customers.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Steve Jobs once advised to get closer to customers.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

Waypoint Group

MAY 18, 2016

The 6 Key Mistakes Companies Make with their Customers. Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques for customer success have been streamlined but not always in a positive way. Thinking of feedback only with regard to a survey.

Customer Experience 40

Customer Experience B2B Feedback Customers 40

Waypoint Group

SEPTEMBER 4, 2019

Dennis Dube, VP Revenue Operations for Advance Local (LinkedIn here ) sat down recently with Steve Bernstein, CEO and creator of the B2B-centric customer engagement solution, TopBox , to talk about Dennis’s experiences with active listening as a means to strengthening customer relationships.

Net Promoter Score 40

Net Promoter Score Feedback ROI Document 40

Waypoint Group

APRIL 13, 2022

And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customer relationships? Are they talking about system integration, such as integration with your CRM or Customer Success platform? What processes do you need in place to make the technology produce those results?

NPS 40

NPS Feedback Net Promoter Score ROI 40

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. He’s also one of the world’s top Global Gurus in customer service and customer experience.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. He’s also one of the world’s top Global Gurus in customer service and customer experience.

Customer Service 52

Customer Service Customer Experience Magazine Books 52