Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

Customer Success 106

Customer Success Management Net Promoter Score NPS 106

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

ChurnZero

APRIL 27, 2022

To positively and effectively influence all of these, you must be able to measure value realization. Learn how to measure value realization. Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. .

Measurement 52

Measurement Chief Customer Officer Definition Metrics 52

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

Totango

NOVEMBER 25, 2020

With the context provided by these data sets, your enterprise can make informed decisions on how to engage with customers in a personal, proactive manner. . Customer 360 enables you to measure success for both your customers and your business. The post What is Customer 360 and How Does it Affect Customer Success?

Customer Success 108

Customer Success Net Promoter Score NPS Metrics 108

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Customer Centricity Customers NPS 78

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? You can also watch the recording.). .

Customer Success 81

Customer Success Metrics Customer Retention Books 81

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Education Services Group

JULY 1, 2022

The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. Some of the unattainable attributes and measures we waste time chasing in Customer Success. Why not you?

Customer Success 52

Customer Success Metrics Document NPS 52

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success?

Customer Success 52

Customer Success Metrics Customer Retention Customers 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

Gainsight

JANUARY 20, 2023

We recently covered how Customer Success (CS) teams can create digital scale at moments of truth during the implementation and adoption phases of the customer lifecycle. Having a strategic success plan in place allows you to chart out the digital touchpoints that can add automation and efficiency in the process.

Customer Success 52

Customer Success Touchpoint 2022 Customers 52

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. You can find even more of Tim’s answers on the CXology blog here. Q: If your customer has more than one need, how do you decide which to prioritize first—or you do you address them all at the same time?

Sales 52

Sales Customer Success Webinar Tourism 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Health Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 85

Customer Retention Customer Success Customer Journey Mapping Customer Journey 85

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Customer Success 71

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 71

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Health Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Health Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers.

Customer Success 85

Customer Success Books Customers Chief Customer Officer 85

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics.

Metrics 59

Metrics Customer Success E-support Net Promoter Score 59

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

Customer Success 98

Customer Success Webinar Leadership Customers 98

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. Essential Responsibilities of Customer Success Managers. Onboarding Customers.

Customer Success 52

Customer Success Management Financial B2B 52

Gainsight

MARCH 31, 2020

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis like the one we’re all going through. Sharing adoption reports with your customers. Product release emails customized based on entitlements or usage, etc.

Customer Success 85

Customer Success E Commerce E-support NPS 85

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 0

Customer Success B2C NPS E-support 0

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Customer Success 52

Customer Success Customers Metrics B2B 52

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

ClientSuccess

MARCH 20, 2018

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. Advice from the Best Customer Success Leaders.

2018 40

2018 Customer Success Competitive Advantage Customers 40

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

SEPTEMBER 15, 2019

All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to driving long-term customer lifetime value through various processes and operations.

Customer Success 45

Customer Success Workshop Effort Score Customers 45

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

Roadmap 98

Roadmap Customer Centricity Metrics Customer Satisfaction 98

CustomerSuccessBox

MARCH 28, 2022

In this blog, we talk about how the 80/20 Pareto rule is applicable to customer success. That derived the obvious reality of the measurements and management that fell under the 80/20 rule and proved, not all things are distributed equally. Let’s call this an “80 20 rule customer success”. Sales promises.

Customer Success 52

Customer Success Sales Customers Customer Journey 52

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. Double Down on Your Customer Base with Composable CS. During periods of economic instability, your current customer base can be your life raft.

Customer Relationships 90

Customer Relationships Customer Success Events Sales 90

Amity

SEPTEMBER 7, 2016

With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years.

Customer Success 0

Customer Success 2009 Customers 2004 0

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Invest in Customer Success.

Customer Journey 96

Customer Journey Touchpoint Customer Success NPS 96