ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. What is customer lifecycle management in plain English? What is customer lifecycle management in plain English? The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. This survey asks customers, “How likely are you to recommend us to a friend or colleague?” However, this isn’t scalable. What is customer engagement?

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

Gainsight

OCTOBER 21, 2022

rather than using customer success management (CSM) as a Band-Aid. His former chief revenue officer, Dave Schneider, made a similar point on LinkedIn where he writes : “Do you have a massive customer success organization in your software business? This article was originally published on All Business. product, support, etc.—rather

Customer Success 52

Customer Success Sales Books Government 52

SurveySensum

FEBRUARY 26, 2024

By LISTENING TO THE VOICE OF EMPLOYEES with the help of a robust employee feedback tool. From how satisfied they are with the tasks to how they feel about communication in the office, the pulse survey covers all the aspects of employee engagement. Now, designing and launching these surveys requires the right tool, right?

2024 52

2024 Culture Feedback Rewards Programs 52

ChurnZero

MARCH 3, 2020

For those in Customer Success, it can sometimes seem that your schedule is constantly being taken up by back-to-back customer meetings (which might really be the case), but it’s important to take the time and come up for air…and sometimes the best way to do that is to get out of the office.

2020 72

2020 Customer Success Events Workshop 72

SurveySparrow

JUNE 30, 2020

Would the in-office model of working prevail?”. Even the most reluctant of companies had been forced to implement a combination of in-office, remote, and semi-remote working models due to the limitations imposed by the pandemic. What is the Future of Work After COVID-19: 8 Work Trends to Expect. Here’s why.

Presentation 119

Presentation Government Technology Measurement 119

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. Customer success management is the next layer on the top of a successful customer support team. Here’s the Google Trend on the phrase “customer success” in the last 5 years.

Customer Success 106

Customer Success Management Sales Customers 106

ChurnZero

JUNE 12, 2020

If you replied, “Customer Success Director or above,” you’re not prioritizing your team by spending valuable leadership time on administration when it should be used to build your team’s strategy and remove obstacles in their way. This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative.

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

ProProfs Chat

JUNE 30, 2020

She identifies shortcomings such as social, communication, and self-management behaviors that limit leaders in their career. To help leaders master soft skills, she reflects on how leaders can: Work towards managing their workload. Navigate when office politics is on the rise. Theodore Roosevelt. So, let’s get started!

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Gainsight

JANUARY 18, 2021

This list will help you learn everything you need to know to deliver the ultimate Product Experience for your customers — from utilizing product analytics and product adoption strategies to career advice for Product Management professionals. . Mastering Product Experience in SaaS ( Watch the webinar recording ). Product Experience 101.

2021 52

2021 Webinar 2020 Blog 52

Gainsight

JUNE 11, 2021

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. 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. Human-First Customer Success.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

ChurnZero

JANUARY 4, 2019

2.) “Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals?

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

SurveySparrow

OCTOBER 5, 2020

The birth of online survey tools has made it incredibly easy for businesses to get feedback from their customers. And choosing an online survey tool or a survey software can often confuse you. Typeform is a great online survey tool to use if you are looking to build fun surveys. Typeform vs SurveyMonkey.

NPS 59

NPS Net Promoter Score Feedback Exceptional Customer Service 59

ChurnZero

JANUARY 4, 2019

2.) “Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals?

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

SurveySparrow

NOVEMBER 20, 2022

Ticket management. Knowledge management and self-service. These offer tools to proactively manage customer journeys like health scoring, churn reports, and recurring process automation. . Zendesk’s sales solution starts at US $19 per month per user. . Pricing and plans. Customization and branding.

Contact Center 52

Contact Center Document Metrics Social Media 52

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? From hastily creating home offices in closets to figuring out new operations to scrambling to retain customers or learning to handle the tsunami of new customers, everyone struggled. Train to Listen.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Success Reference 97

Gainsight

APRIL 21, 2022

They stipulated that US tech spending would decline “by 5% in 2020 and slipping a further 0.1% According to the 2020 Forrester report, The Business Case For Customer Success Management, customer success plays a critical role in retaining customers. One of the leaders in research, advisory, and consulting is Forrester.

2021 52

2021 2022 2020 Chief Customer Officer 52

CustomerSuccessBox

JANUARY 22, 2021

Rather you don’t mind working right out of their office. Here are the top 5 strategie s that we have identified from our experience with our customers and the customer success leaders from the industry. Customers today have many options to choose from, especially in the SaaS space. Join the internal call/meetings.

Customer Success 52

Customer Success Travel Customers Communication 52

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. In the SaaS case, they’re “renting” your solution.

Customer Success 58

Customer Success Metrics E-support Customers 58

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. However, for all of us who are building digital products and services, so many invaluable customer insights and personalized engagements are happening within the product itself.”. You did enough work to get your data, so let us take it from here. Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Circular Edge

APRIL 23, 2021

Lyle Ekdahl also announced the availability of Apps & Tools 9.2.5.3 which includes enhancements in the areas of application optimization, user experience , system automation , security & digital transformation that make JDE easier to use. Apps & Tools sets. Apps & Tools sets.

Workshop 52

Workshop Innovation Consulting 2021 52

LiveChat

JANUARY 3, 2019

Another case study on my list comes from Mateusz, LiveChat Marketplace Specialist and my office neighbor. Mateusz also analyzes other customer service channels that are used by Shopify, so if you want to learn more about great customer service, you should check his post out. It was a good year for the LiveChat blog. It was just great.

2018 59

2018 Blog B2B 2014 59

Thematic

JUNE 21, 2021

Microsoft Power BI and Tableau are both powerful business intelligence tools for data visualization. In this article we’ll reveal what data analysts really think about these two popular business intelligence tools. The platform has over 100 connectors and has drag-and-drop capabilities which makes it easy to use.

2021 62

2021 Feedback 2015 2018 62

SurveySparrow

FEBRUARY 10, 2020

As a product manager, you will have to know your product health, if there are any issues concerning your product, how does your team work on it and a lot more. You can use certain metrics that measure the product’s performance. Yes, the Product Management KPIs. What is product management KPI?

Metrics 52

Metrics Management NPS Measurement 52

ChurnZero

JULY 9, 2020

The best relationships are the ones you learn and grow from – that continuously teach us something new. These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. If you teach a customer how to use your product to fix a problem, you’re in the game.

Marketing 64

Marketing Webinar Reference Events 64

Gainsight

JANUARY 11, 2021

In this session, Nick Mehta, CEO, speaks with Chris Port , the Chief Operating Officer of Dell Boomi, responsible for Support, Services, Customer Success, and Strategy functions. Tell us about Boomi. So as SaaS adoption grew, there wasn’t a SaaS product in a middleware connection space. Companies were adopting SAAS.

Customer Success 52

Customer Success Sales NPS Connections 52

ChurnZero

FEBRUARY 14, 2020

If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. The culprit?

Net Promoter Score 64

Net Promoter Score Customer Journey Mapping Webinar B2B 64

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I always try to follow a variation 5-minute rule.

Customer Success 56

Customer Success Chief Customer Officer Culture Customers 56

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. 20 Customer Success Predictions for 2020 . The year was 1909. Nikola Tesla predicts the development of Wi-Fi in a New York Times article. Dig in and enjoy. . . . Customer results will sell, not features.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

APRIL 13, 2020

SaaS companies have transformed the way global businesses work. Ever since its inception in the 1960s, SaaS has evolved from a mere time-sharing system to innovative and efficient applications that can be accessed on multiple computers. In this blog we’ll talk about SaaS business and top 50 SaaS companies in 2020.

2020 19

2020 2019 2002 2008 19

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels. Jay Nathan. Irit Eizips.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Goodman shows you how to develop and implement a good customer service strategy with the cutting-edge tools at your disposal.

Books 70

Books Customer Service Culture E-support 70

ClientSuccess

MARCH 13, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Sam Feil , Customer Success Manager. Introducing CSM from the Trenches Mentors.

Customer Success 40

Customer Success Management Books Document 40

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. The latter may include managers, procurement officers, CEOs, investors, and others.

Net Promoter Score 107

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 107

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . PieSync is a SaaS business that offers solutions to synchronize cloud applications. Mattias and I could hardly grasp that a company like that was keen on acquiring us. This is often the case for many B2B SaaS businesses. “We

Customer Success 98

Customer Success Insights 2021 B2B 98

ClientSuccess

MARCH 28, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Sara Masson , Senior Customer Success Manager. Mentor Questions. Question 1.

Customer Success 41

Customer Success Management Books Blog 41

ChurnZero

FEBRUARY 17, 2022

Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. In this case, you know adopting a new tool has infinite more upside than downside, yet you remain noncommittal.

Customer Success 98

Customer Success Chief Customer Officer Customers Leadership 98