ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Management Roadmap Feedback 59

CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. Why Aligning Product and Customer Success Is important?

Customer Success 52

Customer Success Customer Journey Roadmap Customers 52

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

2020 64

2020 Customer Success Net Promoter Score Document 64

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Sales 91

Sales NPS Customer Journey Customer Success 91

Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. This list is filled with the help you need to deliver the ultimate product experience for your customers. Benchmark: Product Roadmapping With Product Experience Data. Using Product Analytics to Drive Product Roadmaps.

2023 52

2023 Roadmap Webinar Metrics 52

SurveySparrow

JULY 31, 2023

By systematically gathering, analyzing, and managing customer feedback , businesses gain invaluable insights that fuel growth and enhance customer experiences. That’s where the Voice of the Customer (VOC) methodology comes into play. What is Voice of Customer (VOC) Let’s first get the basics sorted.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Definition Metrics 0

SmartKarrot

OCTOBER 27, 2020

Customer success is a relatively new function in businesses today. To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. Benefits of customer success roadmap.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

Centercode

APRIL 16, 2019

What are beta program metrics exactly? I’m sharing this experience (with his blessing) because it provides some insight for other product and program managers who have questions about identifying key beta program metrics. Measuring Beta Program Success. That’s why he reached out to Centercode’s Customer Success team.

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

Amity

JANUARY 9, 2019

This article was originally published on WnTD's blog. One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. When Customer Success Isn’t Part of the Organizational Culture.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

CSM Practice

FEBRUARY 15, 2019

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds. In a nutshell, this is why customer success is so important.

Customer Success 53

Customer Success Roadmap Customer Journey Customers 53

GetFeedback

DECEMBER 10, 2018

We recommend starting with an NPS question so you put your most important metric first. Since emotion is the highest contributor to NPS, a quick response can delight your customers and turn them into promoters. We set rules so our Customer Success team is notified anytime someone gives us a 8 or below.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

CSM Practice

FEBRUARY 15, 2019

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips, CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds. In a nutshell, this is why customer success is so important.

Customer Success 49

Customer Success Roadmap Customer Journey Customers 49

Amity

JANUARY 30, 2019

This article was originally published on WnTD's blog. In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. Customer Success Management.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019.

Article 97

Article 2020 Roadmap Metrics 97

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Still not enough?

Customer Success 66

Customer Success Metrics E-support Leadership 66

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. General business metrics are important as well, so you can tie your activities back to overall company goals. READ THE GUIDE.

Metrics 65

Metrics Net Promoter Score Management NPS 65

BirdEye

MAY 30, 2023

Competitive benchmarking versus competitive analysis Best practices for competitive benchmarking Competitive benchmarking benefits Best competitive benchmarking metrics FAQs about competitive benchmarking What is competitive benchmarking? The data you collect about your competitors become the metrics with which you set goals for your company.

Social Media 98

Social Media Metrics Advertising Measurement 98

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. Evaluation Stage. Onboarding Stage.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

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

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

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. This group of people is called Customer Success.

Customer Success 58

Customer Success Metrics E-support Customers 58

Gainsight

OCTOBER 17, 2019

Six years ago , people didn’t present about customer success (CS) in the boardroom unless it was a major escalation. Throughout this blog post, I’ll share examples of the Gainsight PX dashboard that we show to our board members. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Or did we lose some?

Metrics 45

Metrics Presentation NPS Roadmap 45

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Natalie Williams ; Director, Customer Success.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

ChurnZero

MARCH 1, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. This spotlight will be featuring, Brett Andersen who is the Director of Client Success at Degreed.

Customer Success 40

Customer Success Return on Investment Customers Workshop 40

CustomerSuccessBox

NOVEMBER 1, 2018

The secret of successful managing is to keep the five guys who hate you away from the four guys who haven’t made up their minds. —?Casey What is Customer Success? Is it maximization of value to the customer right from onboarding to the stage where the customer becomes a product champion? Casey Stengel.

Customer Success 40

Customer Success Webinar Customers Metrics 40

Amity

MARCH 19, 2014

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHY adopt a Customer Success model?

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

Zonka Feedback

OCTOBER 1, 2022

You can also use CX metrics for this purpose. Use the right metrics. Use the right metrics in your Product Feedback Surveys to obtain feedback from your customers, and leverage the data so collected to take action. You can use metrics like NPS, CSAT, and CES to collect product ratings from customers.

Feedback 96

Feedback Social Media Roadmap Net Promoter Score 96

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Let’s get started!

Customer Success 40

Customer Success Culture Leadership Customers 40

Amity

FEBRUARY 10, 2017

Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the customer at the heart of its work throughout its evolution. How did you get started in Customer Success?

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Steve McDougal, VP of Customer Success.

Customer Success 40

Customer Success Culture Books Blog 40

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49