Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations.

Customer Success 99

Customer Success Customer Journey Mapping 2024 Automotive 99

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Totango

DECEMBER 7, 2023

In Hodges’ episode of the CS School podcast, she discusses how JLL successfully implemented this strategy, the early benefits they’re seeing in terms of customer outcomes, and the opportunities ahead to establish best-in-class processes. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 89

Sales NPS Customer Journey Customer Success 89

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Expansion and growth.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

Totango

JUNE 8, 2022

Recurring revenue models have taken over the world. OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations.

Webinar 87

Webinar Customer Success Article Customer Engagement 87

ClearAction

AUGUST 19, 2020

To paint a concise picture of growth strength. It says: overall, our propensity to grow is increasing or decreasing. Secondly, it should generate appropriate behaviors and outcomes. Assumes satisfaction is sufficient toward growth. Assumes known costs or revenues for customer groups. One size does not fit all.

Customer Experience 174

Customer Experience Fashion Communication Customers 174

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Well, as with any other work you do within your organization, shining the spotlight on culture is also all about the outcomes!

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. To deliver what’s promised, coordinate companywide, with the aim of continually increasing value for everyone. Is this approach used for every growth effort in your firm?

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

Team Support

OCTOBER 27, 2022

Good customer service increases retention. Greater customer retention means greater annual returning revenue and increased opportunities for expansion and cross-sell. On that note, TeamSupport’s State of Support 2022 survey found that: 74% of revenue comes from existing customers. Good customer service drives revenue.

Customer Service 98

Customer Service Customer Retention 2022 Customer Centricity 98

Retently

AUGUST 3, 2023

Happy customers are also more likely to refer, thereby compounding your growth rate and providing qualitative growth. That’s why you should focus on getting the first customer experience right because repeat purchases (revenue) and referrals (brand loyalty) depend largely on customers’ first positive buying experience.

Customer Experience 148

Customer Experience Net Promoter Score Social Media Reference 148

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. Based on customer feedback, Totango is thrilled to accelerate customer success-led growth by recently introducing new partnerships and integrations.

Customer Success 112

Customer Success 2023 Customer Satisfaction Demo 112

Gainsight

FEBRUARY 23, 2024

At Gainsight, we understand the vital role that customer education plays in driving sustainable growth and fostering strong relationships with our clients. Our study revealed a direct correlation between Gainsight Admins who completed our education program and an increase in NPS scores among our clients.

Net Promoter Score 52

Net Promoter Score NPS Metrics Culture 52

CX University

MARCH 18, 2024

For businesses, it can lead to increased customer loyalty, higher conversion rates, improved customer satisfaction, and ultimately, higher revenues. This can lead to increased brand awareness and positive word-of-mouth referrals as satisfied customers share their personalized experiences with others. Customer Engagement.

Customer Experience 52

Customer Experience Retail 2023 2022 52

Team Support

FEBRUARY 1, 2024

This leads to tangible business outcomes like revenue growth, reduced churn rates, and elevated customer satisfaction. All of these features work together to provide a holistic customer support experience that can lead to increased engagement and satisfaction levels. Take a self-guided tour or sign up for a live demo !

Net Promoter Score 52

Net Promoter Score Customer Centricity Customer Satisfaction Omnichannel 52

Retently

MARCH 16, 2022

They need to tap into customer needs, predict and shape their behavior to be able to guide their way to their desired outcome – acting as a customer advocate in the long run. . From a business perspective, Customer Success is a strategic role, acting as a growth driver towards: increased customer lifetime value.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Retently

FEBRUARY 20, 2023

In a highly competitive environment, assessing the success of a DTC brand just by checking the revenue and customer lifetime value is not enough. Predicting customer behavior and future growth is essential, and multiple methodologies are available to achieve this. RFM and NPS are widely used in ecommerce for these purposes.

NPS 156

NPS Customer Satisfaction Loyalty Measurement 156

Gainsight

APRIL 14, 2022

One of the biggest paradigm shifts is an increased appreciation for the customer base. In fact, customer success is the critical growth engine driving net revenue retention (NRR) for subscription-based businesses. Demonstrate the ROI to Increase Corporate Spend in CS and CS Ops teams. Why NRR Matters.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

ChurnZero

JANUARY 13, 2023

2023 will be a breakout year for digital Customer Success, customer intelligence, and AI-fueled outcomes at SaaS companies. Driving customer outcomes and doing it efficiently will be the dominant theme for 2023 and more important than ever with the threat of a looming recession. Joel Passen , co-founder, Sturdy.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Customer Success 91

Customer Success 2023 B2B Customer Relationship Management 91

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. The value of a strong Customer Success motion is finally understood and viewed as a growth multiplier in an organization.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Gainsight

OCTOBER 2, 2023

CS is now a revenue engine for the organization. This inflection point couldn’t have come at a more opportune time, as a challenging economy has forced SaaS companies to focus on maintaining and growing revenue from existing customers through retention and expansion. That’s right: CS is past its immature, reactive, “firefighting” era.

2023 52

2023 Customer Success Net Promoter Score NPS 52

Gainsight

OCTOBER 2, 2023

CS is now a revenue engine for the organization. This inflection point couldn’t have come at a more opportune time, as a challenging economy has forced SaaS companies to focus on maintaining and growing revenue from existing customers through retention and expansion. That’s right: CS is past its immature, reactive, “firefighting” era.

2023 52

2023 Customer Success Net Promoter Score NPS 52

Daniel Group

AUGUST 1, 2023

When starting a CX program, it is easy to identify business outcomes but more challenging to, for example, measure customer retention after embarking on a Customer Experience initiative. In my recent blog, What We’ve Learned to Help Clients Generate NPS Growth! , Please take a few minutes to read it. How do we know this?

Measurement 52

Measurement 2005 NPS B2B 52

ChurnZero

MARCH 31, 2023

In other words, the growth a company generates from loyal customers will vastly outweigh the value of the initial sale. Every sector is different, but if we are entering into a period of slow growth, keeping clients and growing those where you can, will be key to success in 2022.” This isn’t merely a theory.

Customer Success 98

Customer Success Net Promoter Score 2022 Sales 98

Playvox

FEBRUARY 13, 2024

Do you want to increase revenue through cross-selling ? Focus on KPIs that measure and drive the outcomes you want most. They’re a smart place to start building a strong culture of learning and increase engagement. Get clear and honest about your real goals. Are you trying to boost customer sentiment ?

Contact Center 88

Contact Center Measurement 2022 Culture 88

Totango

NOVEMBER 8, 2023

Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds. The post Drive product data visibility and adoption with Pendo and Mixpanel integrations appeared first on Best Customer Success Blog: Articles for Enterprise Growth. What is Mixpanel?

Customer Retention 91

Customer Retention Customer Success Events Customer Journey 91

CSM Magazine

APRIL 15, 2024

Are you on the journey of building a startup and in dire need of SEO strategies that promise growth? Diving into SEO represents not just a savvy allocation of your digital marketing funds but also the most cost-effective strategy for startups eager to secure long-lasting outcomes. Beyond driving traffic, startup SEO is a game-changer.

Return on Investment 52

Return on Investment Competitive Advantage User Experience Engagement 52

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. Workforce engagement positively or negatively impacts profitability, revenue, customer experience, employee turnover, and much more. In a buyer’s market, what is the future of workforce engagement?

Engagement 73

Engagement Contact Center Culture Metrics 73

BirdEye

MAY 3, 2023

In the same way, achieving critical business outcomes requires a series of short-term goals that build upon each other. In the same way, your marketing success depends on a strategic patchwork of marketing activities that come together to increase brand awareness, generate leads, and, ultimately, increase sales.

Marketing 98

Marketing Social Media Net Promoter Score Measurement 98

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. In general, any software that helps increase subscription renewals and decrease churn may serve as a customer retention tool. Onboarding.

Customer Retention 98

Customer Retention Customer Success Customer Relationship Management Loyalty 98

CSM Magazine

MARCH 24, 2022

Increase service and revenue opportunities. Even when customers are transitioned to a third-party servicer, retailers can use FSM to upsell and cross-sell to increase revenue. Not only can this technology help business analytics, but FSM can also increase the efficiency of service operators. Enhance performance.

Retail 119

Retail Customer Experience 2004 Competitive Advantage 119

West Monroe

APRIL 23, 2024

Additionally, diversifying the skillsets – and backgrounds – of the bedside care team can remove barriers to equitable healthcare, as it is well known that patients receiving care from providers with shared backgrounds improves their clinical outcomes.

Healthcare 52

Healthcare Financial Innovation Hospitality 52

BirdEye

NOVEMBER 27, 2023

Studies have shown that companies leveraging analytics and reporting tools experience an ROI increase of 25%. The significance of actionable insights in shaping business strategies Leveraging insights derived from customer feedback is crucial for creating successful growth strategies.

Insights 115

Insights Social Media Multi-Channel Net Promoter Score 115

Talkdesk

DECEMBER 10, 2020

Increasing customer expectations for seamless, omnichannel experiences, combined with the push towards digital-first accelerated by the COVID-19 pandemic, is putting higher pressure on financial services organizations to prioritize the importance of integrated CX strategies and investments. Driving better CX outcomes is challenging.

Insurance 135

Insurance Financial Contact Center Omnichannel 135

Gainsight

JANUARY 26, 2022

A CSQL is considered a source of lean revenue because it comes from the existing customer install base. In SaaS, there are two types of recurring revenue—lean and expensive. . Expensive revenue comes almost entirely from new customers. As for CS, they deliver valuable outcomes to the customer.

Sales 111

Sales Customer Success ROI Customer Centricity 111

Gainsight

APRIL 10, 2023

While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game. Everything from how we serve our customers, retain them, and grow our business has changed—customer retention is no longer a nice-to-have, it’s a critical growth axis. This is where digital customer success (DCS) comes in.

2023 59

2023 Customer Success Multi-Channel B2B 59

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. CEOs and CFOs will finally see how CSMs can drive expansion growth in a predictable, repeatable way.”

2024 52

2024 Customer Success Chief Customer Officer 2023 52