ChurnZero

APRIL 2, 2021

The Ripple Effect of Customer Success Software. When you contain the idea of and responsibility for Customer Success to a single department, it’s like a drop in the ocean. However valiant your efforts might be, the ocean (and your organization) is too big for you to make a transformative impact on your own.

Sales 64

Sales Customer Success Marketing Net Promoter Score 64

Totango

AUGUST 11, 2022

Finally, we’ll cover how customer success software can help you automate your digital client relationship-building strategy. Customer relationships are important for any business, but digital client relationships occupy a position of central importance for SaaS companies. How Digital Client Relationships Are Different.

Net Promoter Score 106

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 106

Gainsight

AUGUST 24, 2020

With Gainsight PX , customers experience straightforward, seamless onboarding featuring tech-touch and in-product guidance. At a recent Gainsight PX customer webinar, two of our experts explained three key tech-touch strategies for customer onboarding, which we’ll cover below. Track the success metrics and re-iterate.

Multi-Channel 105

Multi-Channel Webinar Effort Score Metrics 105

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journey 43

Customer Journey Events Metrics Government 43

Gainsight

FEBRUARY 26, 2024

Today’s customers expect a seamless omnichannel experience as they move from onboarding to product adoption to renewal—and it’s critical to lead them to value quickly to ensure your product becomes sticky along the way. Here’s a look at how to drive adoption with digital user journeys.

NPS 52

NPS Touchpoint Customer Journey Effort Score 52

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

SurveySensum

AUGUST 28, 2023

But what if there was a way for SaaS companies to make onboarding a breeze, ensuring that every customer’s journey begins with a smile? One of the key metrics used to gauge the effectiveness of onboarding is the Customer Effort Score (CES). Is It Easy To Sign-Up With You?

Demo 52

Demo Effort Score Workshop Feedback 52

ChurnZero

DECEMBER 7, 2018

Measuring Customer Effort Score. CES is a customer satisfaction metric that measures how easy it is for customers to get a resolution to their issues. Customer Effort Score is measured transactionally – which means customers get surveyed after their conversation with the business ends.

Effort Score 53

Effort Score Measurement NPS Loyalty 53

Survicate

JANUARY 23, 2019

Hubspot explains nicely what customer experience is: “It’s the impression you leave with your customer, resulting in how they think of your brand, across every stage of the customer journey”. Having a clear understanding of what a customer journey is, is vital to creating an outstanding customer experience. .

Net Promoter Score 87

Net Promoter Score Customer Journey Definition Metrics 87

ChurnZero

SEPTEMBER 16, 2021

Stage in the customer lifecycle journey — how recently did they sign up for a subscription? Level of engagement with your customer success management (CSM) or other customer support interactions. Net Promoter Score ®. Build a Customer Communication Calendar. Changes to customer support procedures.

Customer Retention 52

Customer Retention Net Promoter Score Webinar Feedback 52

ChurnZero

NOVEMBER 2, 2018

One of the biggest misconceptions about NPS is that it is the sole responsibility of the Customer Success/Customer Service department. However, EVERY single employee in any given company has an impact on the customer’s experience and can ultimately benefit from their feedback. Upcoming Webinar. ChurnZero Resource.

NPS 95

NPS Net Promoter Score Customer Journey Mapping Metrics 95

SurveySensum

SEPTEMBER 5, 2023

11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. It’s not just about their first impression, but the entire customer journey — from the initial interaction to the lasting emotional connection.

Insights 52

Insights Customer Experience Metrics NPS 52

Amity

JULY 4, 2017

Not only does it indicate how loyal your customers are, it also helps you gauge the entire company’s customer centricity. One reason why Customer Success teams pay close attention to NPS is that low, decreasing NPS indicates an existing risk of churn. A Customer Success Manager completes a playbook with the account.

Net Promoter Score 66

Net Promoter Score NPS Metrics Feedback 66

Education Services Group

MAY 12, 2022

There will be a future rant specific to health score, but for now I recommend checking out this Customer Success Unlocked webinar from last month with David Sakamoto and Neal McCoy on the topic.). Missed last week’s installment of Rants of a Customer Success Analyst? You might be surprised. (If

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

Kustomer

JUNE 17, 2021

You have to have that mentality of looking at the customer journey from end to end and make sure that everyone is on the same page about it. Make sure that everyone is engaged so you have a customer for life.” It says, I own the customer journey from beginning to end, right? And then maturing each of the functions.

Sales 99

Sales Employee Experience NPS Banking 99

Lumoa

JUNE 28, 2018

Getting a user profile is not the day #1 of HubSpot for that customer, it might be the day 30 or 100 of their customer experience. If you're inspired by HubSpot, you might want to check our upcoming webinar next week to find out how to spread customer-centric practices in your company.

Customer Centricity 64

Customer Centricity Culture NPS Net Promoter Score 64