Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. CX (NPS, CSAT, etc.). Let’s break that down a bit.

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Customer Success Customer Journey Mapping NPS 2020 94

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. .

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2020 Customer Success Net Promoter Score Document 64

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. The role that empathy can play in helping deliver value to our customers. Customers want value. Why not you?

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Customer Success Metrics Document NPS 52

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Voice of Customer.

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Customer Success Net Promoter Score Metrics Customer Satisfaction 52

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful.

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Customer Success Management Metrics Customer Retention 52

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

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Customer Success Definition Customer Journey Customers 77

CustomerSuccessBox

APRIL 6, 2022

Processes are king in the field of customer success. Many customer success teams rely on a systematic approach to get everything done during the day. They ensure that nothing important for particular customers falls between the cracks. The solution is to drive those ‘aha’ moments with customer success.

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ProProfs Chat

APRIL 17, 2020

That’s one of the reasons why y ou formulate strategies to retain your customers. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. How to calculate metrics to measure customer success properly.

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Metrics Measurement Customer Success Net Promoter Score 95

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

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Education Services Group

SEPTEMBER 12, 2022

In Customer Success, there are a million things to keep track of, from staying on top of our daily tasks to preparing EBRs and collecting NPS scores, the list goes on and on. At ESG, we utilize a six-step approach that you can easily apply in your Customer Success organization and initiatives: .

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Education Services Group

JUNE 24, 2022

It’s more than a high Net Promoter Score (NPS). It’s more than enabling customers to use your product. It’s more than aligning your product or service to the business objectives of your customer. It’s more than just embedding your product or service into a critical role of your customer’s operational processes.

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Customer Success Net Promoter Score ROI Customers 98

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable. In 2023, Totango is taking its show on the road.

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Customer Journey Mapping 2023 Metrics Customer Success 81

Amity

APRIL 24, 2017

From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. We sat down with Loopio's Co-founder and CEO, Zakir Hemraj , to discuss the genesis of Customer Success at Loopio and the effect it’s had on the company as a whole.

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Customer Success Culture Books Metrics 93

Experience Investigators by 360Connext

AUGUST 17, 2021

But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? Start with a CX Charter.

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Customer Experience Net Promoter Score Customer Journey Document 364

Retently

MAY 2, 2023

Yet, if you’re looking for a quick and reliable source of relevant information, surveys remain the go-to choice for successful businesses looking to improve customer experience. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. What is NPS, CSAT, and CES?

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Customer Journey NPS Demo Customer Satisfaction 146

Lumoa

MARCH 24, 2022

Benchmarking, in the general sense, is the process of documenting a company’s performance during any given period with the goal of comparing it to another period, often in the future. As you may have deduced already, the survey response rate benchmarking process consists of documenting the performance of your CEM system.

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CEM Net Promoter Score Document NPS 83

ChurnZero

JULY 1, 2022

Customer Success operations is a necessity, not a luxury. It’s the best form of self-care you can give your CSMs who are maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades.

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Customer Success Customers Metrics NPS 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.

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Customer Success Metrics 2016 Management 52

SmartKarrot

JANUARY 9, 2023

Role: Customer Success Manager Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

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Customer Success Document Customers Touchpoint 19

ChurnZero

JULY 1, 2022

Our panel was joined by Nina Walker, the head of CS operations for ABBYY , a leader in intelligent document processing and Sarah Yaksic, the senior program manager of CS at Synopsys. For example, we’re really focused on—and probably most companies are focused on—renewal, retention, and NPS.

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Customer Success Customers Metrics NPS 52

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey.

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ChurnZero

OCTOBER 26, 2021

The ChurnZero team is also thrilled to see a number of customers selected as winners of the SaaS Customer Success Award, which is a true testament to the impact our platform can bring to CS teams at SaaS organizations. We are thankful for our customers and remain committed to their success.”. OnDMARC / Red Sift.

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2021 Net Promoter Score NPS Document 98

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

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Customer Success Net Promoter Score Return on Investment Measurement 52

SmartKarrot

JUNE 20, 2023

Role: Customer Success Manager Location: United States (Remote) Organization: Liquid Web As a Customer Success Manager, you’ll ensure that customers receive more value from your offerings by engaging in onboarding activities. Create case studies, gather client feedback, and directly influence NPS.

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Customer Success Document ROI NPS 19

ProProfs Chat

SEPTEMBER 27, 2019

Facebook helps customers resolve their problems, as the brand doesn’t want them to only rely on support tickets and inbound calls. The dynamic help section provides documentation on several topics, besides site overviews for new users. . Send surveys to customers after tickets are closed. Capture customer data.

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Customer Success Social Media Net Promoter Score Omnichannel 70

SmartKarrot

DECEMBER 7, 2022

Role: Director, Customer Success Location: Austin, TX, United States (On-site) Organization: Atmosphere As a Director of Customer Success, you will deliver and manage world-class customer onboarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.

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SmartKarrot

NOVEMBER 24, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Hawke Media As a Director of Customer Success, you will establish a culture of high performance, accountability, and solutions-oriented thinking. Apply here: [link]. Apply here: [link]. Apply here: [link].

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Customer Success Net Promoter Score Document Customers 19

SmartKarrot

SEPTEMBER 26, 2022

Role: Customer Success Manager Location: Remote, London, England, United Kingdom Organization: Canonical As a Customer Success Manager, you will onboard new Canonical customers and introduce them to the products and support processes. Be responsible for Customer onboarding.

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Customer Success Metrics Customer Satisfaction Document 19

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Changing management is hard but critical to the success of a CS team.

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Customer Success Net Promoter Score ROI Measurement 49

Gainsight

APRIL 2, 2021

I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds. She was a field Customer Success manager with over ten years in CS. When Kari began there, the function of Ops was called “Customer Success Scaled Operations.”

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Customer Success Sales Government Metrics 52

SmartKarrot

FEBRUARY 1, 2022

Role: VP of Customer Success Location: Remote, New York, United States Organization: Teampay As a VP of Customer Success, you will coach the team on strategies for building trusted advisor relationships. Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities.

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Customer Success NPS Healthcare Metrics 19

ChurnZero

JANUARY 28, 2021

.” “Really ‘stepping up’ for their customers during COVID-19 was a common theme amongst our SaaS Customer Success Award winners.” Overall SaaS Award winners were selected using Net Promoter Scores (NPS), UI/UX, recent product improvements, 3rd party analyst research, amongst other criteria. .

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Net Promoter Score 2020 NPS Document 96

SmartKarrot

MAY 4, 2022

Role: Director, Customer Success Location: Denver, CO, US Organization: Cin7 As a Director of Customer Success, you will lead the digital-first Customer Success function, focusing on driving product adoption, a positive customer experience, and empower the thousands of existing customers to thrive.

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Customer Success Sales Customers Document 19

SmartKarrot

FEBRUARY 15, 2022

Role: Senior Director of Customer Success Location: Minneapolis–Saint Paul, MN, US Organization: Patterson Companies, Inc. Build and lead a team of onboarding, customer training, and account management professionals. Build and lead a team of onboarding, customer training, and account management professionals.

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Customer Success Customers Document ROI 19

Retently

AUGUST 29, 2018

You’ve built a great product, perfected your customer acquisition process and even started to poll your clients to learn more about what they think of you. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service. Use NPS to improve your product.

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Net Promoter Score Customer Service NPS Fashion 160

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.

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Customer Success Net Promoter Score Customer Journey Metrics 61

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Understanding the Customer Success Software Market.

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