Totango

MAY 19, 2021

Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. How to Use the Customer Success Platform Evaluation Scorecard Template. How to Use the Customer Success Platform Evaluation Scorecard Template. Customer 360.

Customer Success 106

Customer Success Customer Retention 2021 Customers 106

ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. Here are three critical features your team needs in your ideal customer success platform: 1.

Customer Success 68

Customer Success Metrics Webinar NPS 68

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. When 72% of U.S.

Customer Success 59

Customer Success Customer Engagement Engagement 2021 59

ClientSuccess

AUGUST 31, 2020

Now, the day is finally here – your team is finally implementing your new customer success platform. Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. .

Customer Success 105

Customer Success Webinar Metrics Leadership 105

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

Customer Success 81

Customer Success Innovation Webinar Metrics 81

Education Services Group

JANUARY 15, 2021

Customer Success platforms are transforming the way internal and customer-facing teams work efficiently and produce exceptional customer experiences. Now that you have decided to take the plunge and acquire a CS platform, your next steps are data integration and team implementation.

User Experience 52

User Experience Customer Success ROI Customer Retention 52

Education Services Group

FEBRUARY 3, 2021

Customer Success as a Service ® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. ESG delivers Customer Success as a Service ® (CSaaS), enabling you to build, operationalize, and transform your CS organization.

Customer Success 52

Customer Success 2009 Webinar Consulting 52

ClientSuccess

AUGUST 10, 2020

A lot has been said about the shift to cloud and SaaS-based vendors over the last few years, and this trend is alive and well in the customer success sector. As customer success platforms have grown over the last few years, they have expanded to encompass multiple different parts of the customer experience.

Customer Success 65

Customer Success Metrics Customers Communication 65

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

ClientSuccess

SEPTEMBER 21, 2020

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

Customer Success 69

Customer Success 2020 Metrics Customer Journey 69

Education Services Group

FEBRUARY 9, 2021

Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. As for Customer Success platforms, only 47% of those surveyed said they use them in their tech stack.

Customer Success 52

Customer Success Sales Customer Relationships Events 52

Gainsight

OCTOBER 11, 2022

A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency. To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. .

2022 52

2022 Customer Success Management Marketing 52

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Customer success is a fast-paced industry. Quick Adoption is Key to Success.

Customer Success 93

Customer Success Customer Journey Blog Article 93

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. Answering a complaint on social media can increase customer advocacy by 25%. What is Hootsuite?

Social Media 295

Social Media Brands Management Metrics 295

ClientSuccess

JULY 20, 2020

Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times.

Customer Success 69

Customer Success Metrics Customer Journey Innovation 69

CustomerSuccessBox

JUNE 7, 2021

You need to know what your customers want and need. The success of your business is directly proportional to the success of your customer. Customer Success is all about: ensuring your customers attain their desired outcome while using your product. Alternatives to Customer Success platform.

Customer Success 52

Customer Success Exceptional Customer Service B2B Customer Retention 52

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth.

Customer Success 64

Customer Success Metrics Consulting Customers 64

InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. Consumers are more likely to become repeat customers if they have great experiences.

Customer Experience Management 295

Customer Experience Management Customer Experience Management Roadmap 295

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. More importantly, reviews serve as a valuable source of information for companies looking to capture the Voice of the Customer and deliver improved customer experiences.

Management 346

Management Marketing Social Media Feedback 346

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. What is the customer journey?

Customer Journey 69

Customer Journey Customer Success Webinar Leadership 69

Totango

FEBRUARY 18, 2021

In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success to the next level.

Customer Success 69

Customer Success Sales Customer Relationship Management Customer Relationships 69

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Monitor Online Presence: Use tools to monitor mentions of your brand across various online platforms. These tools are essential for understanding how your customers are talking about your brand. Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth.

Customer Success 52

Customer Success Metrics Consulting Customers 52

Gainsight

FEBRUARY 3, 2020

A lot happened to the Gainsight platform in 2019. Gainsight is in lockstep with the ever-evolving discipline of customer success. As the leading customer success platform , we’ve continued to focus on building out the tools that CS teams need to optimize and mature their strategy. Are you all caught up?

2020 52

2020 Customer Success 2019 Webinar 52

ClientSuccess

MARCH 30, 2020

Deliver a Consistent Customer Experience. Whether it is McDonalds, Nike, Google, Apple, or Ritz Carlton, one of the most important pieces of their model is their ability to deliver consistent customer experiences. . Enable Customer Transparency . One of the key elements of a great brand is consistency.

Customer Success 52

Customer Success Demo Document Customers 52

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care Document Sports Communication 177

Totango

APRIL 9, 2018

Today, Totango released its Spark Platform to provide customers with proven results quickly. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-of-the-box or can easily customize to meet your business needs.

Customer Success 48

Customer Success Demo Metrics Customer Journey 48

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. How do you start to compare your in-house apples to those outsourced oranges?

Contact Center 296

Contact Center Insights Call Center Technology 296

Amity

DECEMBER 5, 2016

For those just getting a Customer Success platform or reporting system up and running, deciding what metrics to track can be confusing. There are so many data points in Customer Success, but which are the ones that really give you insight into the health of your customer, and which ones should you prioritize right away?

Customer Success 70

Customer Success Books Insights Customers 70

Kitewheel

JANUARY 9, 2019

There is a lot of buzz around Customer Data Platforms (CDPs) for 2019. Gartner says, “A CDP (or Customer Data Platform) is a marketing system that unifies a company’s customer data from marketing and other channels”. For many years, marketers reached for the elusive holy grail of a Single Customer View.

2019 40

2019 Technology Marketing Customers 40

Amity

JULY 12, 2018

In the customer success industry this can be especially hard because CS is still a new and developing area in the SaaS world. You’re learning as you go, and you have the responsibility of also teaching the rest of your organization about customer success. Doesn’t sound very simple, does it? How do you know?

Customer Success 60

Customer Success B2B Customers B2C 60

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. for engaging with customers on a more personal level, ensuring they feel truly understood. AI can be a worthy partner.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

CSM Magazine

DECEMBER 15, 2021

Customer expectations are constantly evolving with technological innovations and they seek new and more interactive options for customer support. At this stage in your knowledge management journey, the proper knowledge database will enhance your teams’ efficiency and help personalize and simplify customer interactions.

Customer Service 52

Customer Service Management Interaction Information 52

Amity

JUNE 10, 2014

Amity sat down with Daniella Degrace, Former EVP of Customer Success at radian6 and Salesforce.com, to talk about customer success and posed a series of questions leading to the ultimate: If a development team were at her disposal what kind of customer success platform would you ask them to develop?

Customer Success 48

Customer Success ROI Customers Reference 48

SAP Customer Experience

SEPTEMBER 21, 2021

A special guest- Liz Miller, vice president and principal analyst for Constellation Research talks about how you can best evaluate the expanding field of CDP solutions and how can you define success. In this webinar you will: Discover why a CDP is a major opportunity for your IT team to.

Webinar 52

Webinar Customers Customer Experience 52

Blueshift

APRIL 16, 2024

In today’s digital world, the key to successful digital engagement hinges on harnessing the power of customer data. This is where a customer data platform (CDP) comes into play.

Engagement 114

Engagement Financial Consumers Blog 114