Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. For example, a health score or usage drop from an escalation may hold more urgency than a recent low NPS rating. Submit the form below!

Webinar 98

Webinar Touchpoint NPS Definition 98

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view.

Customer Success 61

Customer Success Webinar NPS 2018 61

ChurnZero

JULY 7, 2020

The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service. The Difference Between Customer Support and Customer Success Teams. The sky’s the limit.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

ChurnZero

JUNE 12, 2020

Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. As Customer Success teams continue to mature, and their need to scale and automate grows , having their own operations roles will become evermore essential and prevalent.

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

Education Services Group

MAY 12, 2022

Do you see the connection to Net Promoter Score (NPS) yet? it would have been a historic promoter fest—10s all around, the perfect NPS, and all champions and advocates for me. Think about the scenarios and timing when you choose to ask your customers this question. Collecting NPS as part of a support survey. Keep reading.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

CustomerSuccessBox

DECEMBER 24, 2021

An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”. Additional Read- Customer Retention Guide. Let’s find out.

Customer Success 52

Customer Success Chief Customer Officer Customer Journey Mapping Touchpoint 52

Totango

JULY 22, 2022

You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. .

Communication 101

Communication NPS Metrics Engagement 101

Totango

SEPTEMBER 1, 2020

Miscommunication, forces beyond your control, or differing expectations take their toll on even the most customer-centric of Customer Success teams, and eventually everyone encounters a customer they cannot please. Renewal Is a Product of the Customer Experience. Pay Attention to NPS and Close the Loop.

Net Promoter Score 104

Net Promoter Score NPS Seminar ROI 104

ChurnZero

MARCH 28, 2023

For a little while, customer retention is a manageable task with existing staff. 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.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). A Customer Success CoE centralizes the knowledge and expertise of CS and distributes it across the enterprise. We believe that’s about to change.

Customer Success 52

Customer Success Metrics 2016 Management 52

AskNicely

AUGUST 17, 2018

This creates an emotional bond between the customer and your brand. Emotional bonds create lasting relationships for growth and customer retention. Obsession expressed through actioning customer feedback. It used to be that companies set up focus groups to try to capture the voice of the customer (VoC).

Competitive Advantage 60

Competitive Advantage Feedback Net Promoter Score NPS 60

ChurnZero

JANUARY 3, 2020

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind. Jumpstart customer success with great self-help tools.

Customer Success 64

Customer Success 2020 Metrics Webinar 64

ProProfs Chat

SEPTEMBER 27, 2019

In fact, if there is one distinction to be made between companies who have loyal customers and companies who struggle at customer retention , it is the speed of customer service. . If you can offer quick answers to your customer questions, there is no other factor that can beat your customer support game.

Customer Success 70

Customer Success Social Media Net Promoter Score Omnichannel 70

Totango

APRIL 26, 2021

As part of the Digital Engagement focus, next week we will share more on how to manage your customers’ digital journey in Totango using SucceasBLOCs. Join us in ‍ this live webinar ‍ to learn more about Digital Customer Success. Introducing the Nurture Customers SuccessBLOC. Digital Engagement

Webinar 62

Webinar Download NPS Definition 62

SmartKarrot

DECEMBER 16, 2022

Role: Customer Success Manager Location: Birkenhead, England, United Kingdom (Hybrid) Organization: The Access Group As a Customer Success Manager, you will provide both reactive and proactive services to the customer base. Own the resolution process ensuring you exceed customer expectations.

Customer Success 19

Customer Success Customers Webinar Sales 19

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. No worries, if you missed the webinar. Webinar Q&A Recap.

Customer Success 49

Customer Success Webinar E-support E Commerce 49

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

ClientSuccess

OCTOBER 8, 2019

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. 1: Customer Retention Rate.

Metrics 49

Metrics Net Promoter Score NPS Customer Retention 49

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

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

SmartKarrot

DECEMBER 5, 2022

Role: Senior Director, Customer Success Location: Remote, United States Organization: OneSpan As a Senior Director, Customer Success, you will build, lead and scale a growing customer success management team while ensuring an excellent customer experience and that outcomes meet the customer goals.

Customer Success 19

Customer Success Metrics Webinar Sales 19

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. .

Customer Retention 70

Customer Retention Customer Satisfaction Webinar NPS 70

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. In a sense, that’s what business is all about.

Metrics 94

Metrics Customer Success Net Promoter Score NPS 94

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

SurveySensum

NOVEMBER 18, 2021

After webinar. After customer support. CSAT vs NPS – The difference you should know about! Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. .

Customer Satisfaction 52

Customer Satisfaction Definition Webinar NPS 52

Gainsight

DECEMBER 14, 2020

At scale, this could cost your business its customer retention rate. This means that now, more than ever, is the time for companies to evaluate and optimize customer journeys to keep their customers engaged and happy. You can communicate with customers through any channel, from in-person to online, to over the phone.

Customer Engagement 52

Customer Engagement Engagement NPS Customer Journey 52

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Insights 52

Insights Customer Experience Metrics NPS 52

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Proactive indicators alert you to changes to customer accounts prior to human interactions. Create Customer Success Management Plans.

Customer Success 65

Customer Success Events NPS Customers 65

Gainsight

APRIL 30, 2019

Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). Net Promoter Score (NPS). Customer Acquisition Cost (CAC). Customer Retention Rate. Customer Retention Rate (CRR) is the percent of your existing customers who remain with your company for a defined period of time, such as a month.

Metrics 65

Metrics Net Promoter Score Management NPS 65

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

SmartKarrot

APRIL 28, 2021

Partner with Marketing, Customer Care, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth. Continually identify ways to mitigate any risk that threatens customer growth, satisfaction, or renewal Qualifications.

Customer Success 10

Customer Success Document Webinar Customer Retention 10

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. 9 Must-Have Integrations to Level Up Customer Success Software. 9 Must-Have Integrations to Level Up Customer Success Software.

2020 98

2020 Blog 2021 Chief Customer Officer 98

ChurnZero

JANUARY 31, 2020

Customer retention and churn prevention start at the beginning of a customer’s journey with your company – in onboarding. This crucial first interaction between your customer, your product, and your team establishes the groundwork that can jumpstart success or accelerate failure. Q&A Recap. I don’t know.’

Webinar 64

Webinar Metrics NPS Customer Success 64

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? That’s why they got into this relationship with you in the first place – and why customer success has become a non-negotiable. Upskill to Up Your Retention Game . The Forgotten CSM: Customer Success Marketing.

Marketing 64

Marketing Webinar Reference Events 64