Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

2021 111

2021 Customer Success Webinar Multi-Channel 111

Retently

JUNE 24, 2018

In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. In order to choose the best NPS software that properly fits your business, it’s essential to first become familiar with what most NPS tools have to offer. Survey customization.

NPS 108

NPS Net Promoter Score 2018 Feedback 108

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

SurveySensum

AUGUST 21, 2019

What is Net Promoter Score (NPS)? Net Promoter Score (NPS) is defined as a metric for determining the state of a customer’s loyalty and satisfaction with a brand or product. Classification of customers based on NPS survey response: The data pulled from this response is an indicator of their brand loyalty and satisfaction.

Net Promoter Score 68

Net Promoter Score NPS Definition Social Media 68

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. We’ve managed to do so successfully but it always presents a real challenge.

Customer Success 0

Customer Success B2C NPS E-support 0

Waypoint Group

JULY 18, 2018

However, as a Customer Success professional, I have learned that I have an opportunity to take the voice of the customer and be the conduit back to the product team to drive and prioritize where the focus of the product needs to be, from a customer perspective.

NPS 40

NPS Feedback Leadership Voice of Customer 40

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling.

Customer Success 45

Customer Success Customer Journey Mapping NPS Presentation 45

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Customer Success Net Promoter Score NPS 76

SurveySensum

AUGUST 21, 2019

Table of Contents: What is Net Promoter Score (NPS)? Classification of customers based on NPS survey response. How is Net Promoter Score (NPS) calculated? Strategic business applications of Net Promoter Score (NPS). What is Net Promoter Score® (NPS)? How is Net Promoter Score (NPS) calculated?

Net Promoter Score 45

Net Promoter Score NPS Definition Social Media 45

Education Services Group

JUNE 14, 2022

You know those Net Promoter Scores (NPS) are only informed by a portion of your customer base and that you aren’t really calculating Monthly Recurring Revenue (MRR) correctly. For example, if you know your NPS data is solid and complete, build a custom report or dashboard for it. That’s okay.

Customer Success 52

Customer Success Books Net Promoter Score NPS 52

CustomerSuccessBox

AUGUST 27, 2021

Many startups in their early stages believe that customer success isn’t for them. While the startup is still exploring its potential and discovering in what way it can best present its product, the scaleup has already found that sweet spot. How Customer success can help expand your startup? Let me tell you why-.

Customer Success 52

Customer Success Effort Score Reference NPS 52

CustomerSuccessBox

JUNE 8, 2021

TL;DR: Customer success is one of the top 10 fields for employment in the tech sector and the Most Customer success departments have different structures to suit each of their unique requirements consisting of a Vice president of Customer Success or Chief Customer success officer, Director of Customer Success and Customer success managers.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

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. We’ve managed to do so successfully but it always presents a real challenge.

Customer Success 60

Customer Success B2C NPS E-support 60

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

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

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets.

Customer Success 19

Customer Success Leadership ROI Metrics 19

SmartKarrot

OCTOBER 18, 2022

Provide management reports which include but are not limited to Strategic programs, Departmental Metrics, Customer Satisfaction feedback/NPS Scores, and Customer Health. Present and review quarterly / monthly meetings. Cross-sell and upsell the products to drive customer growth. Apply here: [link].

Customer Success 19

Customer Success Customer Satisfaction Metrics Customers 19

Gainsight

AUGUST 11, 2021

An industry luminary, he is respected for his business insights that directly impact customer success. Productivity Zone: customer success ‘lives’ in this zone, along with IT, marketing, and human resources. As a result, customer success in the Productivity Zone was nothing more than another system.

Customer Success 40

Customer Success Transportation NPS Customers 40

ChurnZero

DECEMBER 4, 2020

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Get leadership to see Customer Success as a strategic partner by spreading its word. Customer Success is a relationship-driven function,” says Anna.

Customer Success 59

Customer Success Leadership Communication Customers 59

Totango

DECEMBER 3, 2021

Customer health is a critical component of your overall customer success program. More than just customer satisfaction, customer health software helps measure the value customers are or are not receiving from your solution, allowing you to make necessary adjustments to your overall journey.

Metrics 93

Metrics Measurement Customer Satisfaction Customers 93

Feedbackly

NOVEMBER 10, 2022

Emotions are categorized into clusters and assigned a weightage based on the level of impact. It is then presented as a score out of 100. EVI® data gives you valuable insights into customer behavior and preferences. Through customer emotions, you can identify the strengths and weaknesses in your CX strategy.

Customer Journey 98

Customer Journey Metrics Touchpoint Measurement 98

Gainsight

MARCH 8, 2022

With that in mind, here are three new features specifically designed to help Gainsight customers evolve their growth strategies to be more durable, insightful, and scalable. Customer Success teams are in a unique position to drive revenue growth. Customer Success Qualified Leads is that solution. .

Insights 98

Insights NPS Events Leadership 98

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. A successful subscription model depends on retention.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

Customer Success 49

Customer Success Webinar E-support E Commerce 49

SmartKarrot

SEPTEMBER 29, 2022

Set overall vision for client success team and annual plan with GM of Corporate accounts, and review progress on a weekly, monthly, and quarterly basis. Apply here: [link] Role: Director, Customer Success Location: Chicago, IL, US Organization: Checkr, Inc.

Customer Success 19

Customer Success Leadership Customers NPS 19

Gainsight

MAY 13, 2020

The 6 key messages that you will hear weaved throughout Pulse Everywhere are the main questions we know to be top of mind for Customer Success and Product Leaders everywhere. Visibility to gain a common view of the customer. How to find pockets of expansion in your customer base. Bobby Cooper, Sr.

Roadmap 59

Roadmap ROI Customer Success NPS 59

ProProfs Chat

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A A common picture of the present time) – Most companies take customer satisfaction seriously but unfortunately, not everyone is successful. NPS Surveys .

Customer Satisfaction 97

Customer Satisfaction Measurement Net Promoter Score Social Media 97

Feedbackly

JUNE 1, 2023

Customers know they can enjoy superior service when they deal with your brand and won’t hesitate to come again. Also, when customers get emotionally connected to brands, they advocate and promote the products to people. Building such a loyal customer base can help your business expand. appeared first on Feedbackly.

E Commerce 52

E Commerce Touchpoint Brands Download 52

Retently

FEBRUARY 27, 2019

Below, we’ve listed 12 proven tactics to increase your average CLV and generate more revenue from your existing customers. When it comes to customer success, onboarding is the process you should spare no effort on in order to ensure sustainable business growth. Send out customer satisfaction surveys – NPS and CSAT.

Social Media 133

Social Media NPS Customers Feedback 133

SmartKarrot

DECEMBER 7, 2020

Increase and maintain customer renewal rates and reduce churn. Lead the definition of the segmentation of the customer base and varying strategies. Maintain a business-wide culture of a world-class Customer Experience. Drive new business growth through greater advocacy and reference-ability.

Customer Success 10

Customer Success NPS Culture ROI 10

Gainsight

SEPTEMBER 29, 2021

If so, you may have seen the recent uptick in interest and advertisement for positions as a Customer Success Operations Manager or Administrator. The truth is, right now, customer success is a new and evolving industry. We have seen teachers that become excellent Customer Success Managers.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

delighted

JANUARY 7, 2021

When you create a journey map, you have a customer-centered tool to refer to and distribute across the company. . However, before you begin, consider aligning your map with a chosen customer persona and think through which journeys and stages make the most sense for your business to measure. Creating a customer persona.

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Net Promoter Score 98

Gainsight

JUNE 10, 2021

It’s a symbol that people are focused on learning more about customer success. Some of our speakers conducted presentations from great distances, others, especially our keynote speakers, were present at August Hall in San Francisco on June 9th and 10th, 2021. Congratulations to Jamf for a well-deserved award.

2021 52

2021 2020 Customer Success Document 52

Gainsight

JANUARY 30, 2023

Gone are the days when growth at any cost was the most reliable road to success. Simply enlarging your customer base year over year is no longer a viable business model. Now, companies that want to survive—and thrive—are focused on maximizing revenue from their existing customer base.

E-support 52

E-support NPS Roadmap Engagement 52

delighted

JANUARY 20, 2022

When customers see that their favorite celebrity or online influencer endorsed a product, they are much more likely to try it out. Negative reviews present opportunities as well. They can be used as a customer retention tactic and give your company insight into what areas can be improved. About Lee Li Fang.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

ClearAction

NOVEMBER 16, 2023

VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones. For instance, if NPS® is above a certain threshold or average ratings are in a certain range, then managers’ interpretation is there’s no effort needed from them. Another hindrance to manager participation is VoC reporting.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62