Education Services Group

JANUARY 18, 2022

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Now, there’s much debate about how to really measure Customer Success performance. Renewal rates?

Metrics 52

Metrics Customer Success Financial Leadership 52

Totango

OCTOBER 20, 2021

Use feedback from the Voice of the Customer SuccessBLOC module to evaluate customer satisfaction levels and take appropriate measures to increase them. Aim to increase renewal rates by reminding customers of the value they’ve received from your product and services by providing metrics ahead of the renewal.

Customer Journey 92

Customer Journey 2021 Customer Journey Mapping Touchpoint 92

Totango

OCTOBER 20, 2021

Use feedback from the Voice of the Customer SuccessBLOC module to evaluate customer satisfaction levels and take appropriate measures to increase them. Aim to increase renewal rates by reminding customers of the value they’ve received from your product and services by providing metrics ahead of the renewal.

Customer Journey 73

Customer Journey 2021 Customer Journey Mapping Touchpoint 73

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. What is the ESG Customer Success Maturity Model?

Customer Success 52

Customer Success Chief Customer Officer Metrics Competitive Advantage 52

Gainsight

APRIL 8, 2021

Just like your provider of choice, Gainsight’s Pulse Everywhere 2021 has something for everyone—whether you work in customer success, success operations, or product management. If you are new to Customer Success, first up, we have ‘ Simplifying Customer Success.’ Let’s dig into the sessions!

2021 59

2021 Roadmap Customer Success Sales 59

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer Success 87

Customer Success Chief Customer Officer 2021 Webinar 87

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. As we enter another year, Customer Success is poised to be more sophisticated. Understand Value.

Customer Success 52

Customer Success 2021 Measurement ROI 52

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Software vendors want in.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

Totango

OCTOBER 20, 2021

Use feedback from the Voice of the Customer SuccessBLOC module to evaluate customer satisfaction levels and take appropriate measures to increase them. Aim to increase renewal rates by reminding customers of the value they’ve received from your product and services by providing metrics ahead of the renewal.

Customer Journey 62

Customer Journey 2021 Customer Journey Mapping Touchpoint 62

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. Best Customer Success Certifications 2021.

2021 22

2021 Customer Success Workshop Customers 22

Education Services Group

JANUARY 8, 2021

Whether you are one of those hit-the-gym, reorganize-your-life, use the New Year to envision a new you types, or simply the type to harness the calendar shift to plan ahead, it’s time to build your 2021 strategy. I’ve compiled seven Customer Success goals to kick-start your CS prosperity and expansion in 2021. Just begin.

Customer Success 52

Customer Success 2021 2020 Customers 52

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. For example, the average NPS score in 2021 for the retail sector is 32.9,

NPS 83

NPS Net Promoter Score Banking CEM 83

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

Qualtrics

NOVEMBER 19, 2021

Qualtrics XM Institute’s customer ratings provide a cross-industry, open-standard benchmark of customer experience. Measuring the performance of over 366 organizations across 23 industries in the US, it’s a powerful tool to help you assess how you stack up against the competition. The 2021 average NPS of 20.3

2021 26

2021 Net Promoter Score NPS 2019 26

CX University

MARCH 18, 2024

This approach significantly improved customer engagement and loyalty. See below on how this is used to measure success of hyper-personalization.) By tailoring recommendations based on user feedback and purchase history, the company enhances customer satisfaction and retention. Market Share and Customer Success.

Customer Experience 52

Customer Experience Retail 2023 2022 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

Help Scout

MAY 14, 2021

When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. We’re absolutely obsessed with customer success.”. Before Help Scout, Brain.fm

2003 109

2003 Metrics Customers 2021 109

Education Services Group

FEBRUARY 2, 2022

So, it shouldn’t come as a surprise to any of us in the Customer Success world that revenue is kind of a big deal to a business. As Customer Success organizations continue to gain attention and recognition for growing revenue , it is increasingly critical that we reach out to our hardworking peers in Finance to join forces more often.

Metrics 52

Metrics Financial Customer Success Customer Retention 52

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. Expensive revenue comes almost entirely from new customers.

Sales 111

Sales Customer Success ROI Customer Centricity 111

Gainsight

JUNE 9, 2021

What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer Success community. Nearly every company in SaaS is “checking the box” on Customer Success in some way. How does Customer Success and Gainsight usage correlate to Net Revenue Retention ?

2021 59

2021 ROI 2020 2014 59

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

CustomerSuccessBox

DECEMBER 13, 2021

Customer Success has gained importance globally and has been the first line of defense to boost conversions, drive retention, reduce churn and drive advocacy. This has led to the huge demand for customer success events where people can learn, network, and share the best practices.

2022 52

2022 Events 2021 Customer Success 52

SmartKarrot

DECEMBER 18, 2020

So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. 1 More control over metrics to measure ROI. Measuring the impact of customer service has always been difficult for entrepreneurs.

2021 10

2021 Customer Service Net Promoter Score ROI 10

SmartKarrot

DECEMBER 18, 2020

So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. 1 More control over metrics to measure ROI. Measuring the impact of customer service has always been difficult for entrepreneurs.

2021 10

2021 Customer Service Net Promoter Score ROI 10

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Success Manager.

Webinar 52

Webinar Customer Retention B2B Customer Success 52

CustomerSuccessBox

MARCH 7, 2022

While basic customer experience management software can help optimize interactions and foster customer loyalty, it’s a big job that involves a lot of variables. A simple question is used by an NPS Promoter Score Survey Software Platform to properly measure customer happiness. Learn: NPS in Customer Success.

NPS 52

NPS Net Promoter Score Consumers 2021 52

SurveySparrow

MAY 22, 2021

Maybe it’s time you got tangible customer satisfaction metrics. In other words, measure customer satisfaction in numbers. When it comes to customer satisfaction metrics, there are a lot of numbers you can crunch. The trick is in figuring out which are the right metrics and how you will track them.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score 2021 52

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. Top Picks: Simplifying Customer Success.

Chief Customer Officer 52

Chief Customer Officer 2021 Customer Success Sales 52

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Gainsight CEO Nick Mehta began by communicating how Customer Success has transformed over the past year, despite the effects of the COVID pandemic economy.

Entertainment 98

Entertainment Customer Success Events ROI 98

CustomerSuccessBox

DECEMBER 13, 2021

Star Hofer is the VP of Customer Success at PartnerStack. She’s Top 100 Customer Success Strategist (2021 & 2020). She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success.

Document 52

Document Consulting 2021 Sales 52

Quadient

MAY 21, 2021

Fri, 05/21/2021 - 18:03. You’re overhauling CCM, investing in customer communications solutions to transform customer experience and gain a competitive edge. You’ve spent the last three quarters researching, line-iteming – and securing - the budget and creating the metrics. Customer Success .

Demo 52

Demo Metrics Social Media Communication 52

SmartKarrot

NOVEMBER 18, 2020

Role: Director, Customer Success Location: Toronto, Ontario, Canada Organization: Book4Time Inc. As a Director of Customer Success, you will assume direct responsibility for a handful of extremely strategic customers in providing a white-glove level of Customer Success. Ensure Smartly.io

Customer Success 10

Customer Success Multi-Channel Workshop Leadership 10

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. And then what are your targets for those metrics?

2021 52

2021 Leadership Customer Success Chief Customer Officer 52

CustomerSuccessBox

JULY 19, 2021

For SaaS companies today, there are many aspects of their business to consider when creating and measuring success. What Saas businesses do not realize is that excelling in Customer Success (CS) can be a key component to low churn rates and successful business growth. Customer success is the top priority.

2021 52

2021 Customer Success NPS Customer Retention 52

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success Net Promoter Score 2022 Sales 98

CustomerSuccessBox

JUNE 7, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Top 100 Customer Success Strategist 2021. Top Influencer 2021 by Engati. Q: What should be the KPIs for measuring churn? Anita Toth is the Chief Churn crusher at Anita Toth Inc.

Management 52

Management NPS Definition Metrics 52

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success ROI Travel Presentation 52