ChurnZero

OCTOBER 5, 2021

Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “ Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.” Customer Success begins in Sales and needs to be part of your funnel. Customer Success Around the Web.

2021 95

2021 Customer Success B2B Customers 95

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Document Customers 75

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. You cannot schedule an upsell engagement at a predetermined time in the customer journey.

B2B 62

B2B Customer Success Customer Centricity Voice of Customer 62

Customer Bliss

MARCH 28, 2018

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Invest Deeply in Listening to Your Customers. Listening to the customer never stops.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. Lessons learned over the last year from the Customer Success community. An overview of the current B2B SaaS market and valuation drivers. We have done lots of deals with companies that have a base license rate.

B2B 98

B2B Webinar 2004 2020 98

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Customer Success 52

Customer Success Net Promoter Score Multi-Channel ROI 52

delighted

JANUARY 20, 2022

This post is a guest contribution by Project Manager and B2B Copywriter, Lee Li Fang. No matter what industry a company is in, customer satisfaction is one of the most important measurements of success. The best way to ensure that your company is succeeding in this area is to collect and monitor customer opinions and sentiments.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

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

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 0

Customer Success B2C NPS E-support 0

Team Support

MAY 11, 2021

At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products. H istorically, B2B customer support departments have not been thought of as revenue generating. What’s next?

2020 98

2020 B2B Customer Success Metrics 98

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. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

Customer Success 106

Customer Success Management Sales Customers 106

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. Essential Responsibilities of Customer Success Managers. Onboarding Customers.

Customer Success 52

Customer Success Management Financial B2B 52

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customers Loyalty Programs 78

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Customer Success 52

Customer Success Customers Metrics B2B 52

Totango

JUNE 17, 2021

Customer segmentation is a method of customizing customer interactions by dividing customers into categories based on specific characteristics. You can segment customers based on virtually any characteristic or behavior, including: User demographics. Customer Health Score.

Definition 71

Definition B2B Customer Journey Mapping Customer Journey 71

Gainsight

APRIL 14, 2022

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Why NRR Matters.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Improve customer satisfaction – (33%). So are you asking yourself right now (and maybe turn to your colleague to do the same), “Are we ready for customer success?”

Customer Success 57

Customer Success Chief Customer Officer Customer Journey Mapping Metrics 57

Education Services Group

SEPTEMBER 24, 2019

Gone are the days when B2B companies could survive just by sending sales people out to chase down new customers. In today’s subscription-based SaaS world, it’s just as important to focus on keeping your existing customers as it is on acquiring new ones. You renew them at their existing level.

Customer Success 45

Customer Success Customers B2B Sales 45

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 60

Customer Success B2C NPS E-support 60

Education Services Group

JUNE 29, 2019

Even though customer retention is just as important as customer acquisition — arguably even more so — most companies spend the majority of their focus on customer acquisition. So how do you put your efforts into keeping your existing customers happy? And how can Customer Success strategies help you get there?

Customer Success 40

Customer Success Connections Net Promoter Score Customer Retention 40

Amity

JULY 26, 2018

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates. Why and how?

Customer Success 65

Customer Success Chief Customer Officer Metrics Customers 65

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. Measuring the impact of CX.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

CX University

MARCH 18, 2024

The company leverages AI and machine learning to create custom and targeted experiences for customers based on their unique preferences, browsing history, and purchase behavior Benefits of Hyper-Personalization The shift towards hyper-personalization offers benefits for both businesses and customers. Customer Retention.

Customer Experience 52

Customer Experience Retail 2023 2022 52

SmartKarrot

FEBRUARY 8, 2022

Role: Strategic Customer Success Director Location: Indianapolis, IN, US Organization: Wunderkind As a Strategic Customer Success Director, you will mentor and inspire a small team of high-performing Customer Success Managers & Associates. Follow-up on support ticket escalations.

Customer Success 19

Customer Success Roadmap Measurement Metrics 19

Gainsight

OCTOBER 15, 2020

Gainsight is part of those unique breeds of businesses that have accomplished this by helping create the category of customer success, and the solution—Gainsight CS. Terminus is an end-to-end account-based marketing platform (ABM) used by the world’s largest and most successful companies.

Customer Success 40

Customer Success Marketing Customer Centricity 2014 40

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Our recommendations follow below.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Our recommendations follow below.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Totango

OCTOBER 2, 2020

Maintaining strong customer relationships is the key to the long term success of both your customers and your organization. Therefore, it is important to proactively deliver value with customer success best practices that work in both good and bad economic times, such as: Clear, Empathetic Communication.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

Waypoint Group

OCTOBER 17, 2019

Implementing Waypoint Group’s TopBox TM Customer Engagement platform, Reciprocity realized significant benefits within just 12 months: 50%+ increase in CSM team productivity. Metrics to gauge product improvement plus customer experience and satisfaction. TopBox is “ customer engagement” and enables a feedback program.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. 69% of the customer-accounts that didn’t grow (accounts with 0% growth) over the last 4 years were also silent. And by how much?

NPS 40

NPS Financial B2B Feedback 40

CustomerSuccessBox

NOVEMBER 16, 2021

What is a Customer Success Playbook? Customer Success Playbooks are a specified list of activities (they can be reactive, proactive, or best practices) to complete a task to be carried out by Customer Success Managers (CSMs). Benefits of Customer Success Playbooks. Accountability.

Customer Success 52

Customer Success Metrics Customer Journey Roadmap 52

Gainsight

MAY 3, 2022

Congratulations, you just embarked on your next endeavor as a newly minted Customer Success Manager (CSM) at a B2B SaaS company… Now what? How Should You Measure Customer Success? As VPA defines , NRR measures how good your company is at retaining and growing revenue from existing customers.

Measurement 94

Measurement Metrics Customer Success B2B 94