Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.

NPS 83

NPS Net Promoter Score Banking CEM 83

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? Then we’ll take a look at the best NPS software providers. What Is NPS Software?

NPS 101

NPS 2022 Net Promoter Score Multi-Channel 101

SurveySensum

AUGUST 17, 2023

Net Promoter Score (NPS) scores serve a purpose beyond measuring customer satisfaction; they offer cues for upselling and cross-selling opportunities. When customers give high NPS scores, it signifies their satisfaction and loyalty. There comes NPS score calculation. How to Calculate NPS Score?

NPS 52

NPS Net Promoter Score Demo Customer Satisfaction 52

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

Customer Success 105

Customer Success Management Net Promoter Score NPS 105

SurveySensum

SEPTEMBER 6, 2023

To effectively identify and categorize your promoters, it’s essential to leverage NPS software. It helps you launch NPS surveys , making it easier to pinpoint customers who genuinely endorse your product and are potential brand ambassadors. This involves specific strategies that we’ll discuss in this blog.

NPS 52

NPS Brands Social Media Net Promoter Score 52

SurveySparrow

SEPTEMBER 22, 2022

The company achieves this through many channels, but one of the most important factors is its Net Promoter Score® (NPS). In case you’re not familiar, NPS is a metric that measures customer satisfaction and loyalty. So, what’s so special about Apple’s NPS? Please enter a valid Email ID. Signup for Free.

NPS 59

NPS Net Promoter Score Loyalty Programs Innovation 59

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 91

B2B Customer Success Customer Service B2C 91

CustomerGauge

MAY 25, 2017

Last week on the 18th May, CustomerGauge’s Customer Success Managers (CSMs) held a Customer Success Meetup in our Amsterdam office. Twenty-five customer success professionals from all over the Netherlands, and in different industries, attended.

NPS 78

NPS Customer Success Customers Management 78

Feedbackly

MAY 25, 2023

However, with time, we realized that NPS alone is not sufficient to know everything about customer experience despite being a powerful CX metric. If you want to adopt NPS to your CX strategy, knowing its benefits and drawbacks can help you optimize your CXM program better. Where does NPS fall short?

NPS 52

NPS Metrics B2C Loyalty 52

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success NPS Reference 115

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Success 97

Customer Success Customer Experience Customer Relationships Customers 97

Totango

NOVEMBER 25, 2020

These data sources are aggregated into a scorecard that shows the state of your client base, where they are in the customer journey, whether they are using your products, how engaged they are, and if they are willing to recommend your business to others. . Amongst these different data sources, Customer 360 accesses: Support tickets .

Customer Success 107

Customer Success Net Promoter Score NPS Metrics 107

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Customer Centricity Customers NPS 78

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

Totango

APRIL 15, 2022

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. Customer 360 : Ability to connect all platforms in your techstack into one centralized customer data platform. What to Consider in Your Evaluation.

Customer Success 84

Customer Success NPS Customer Retention Customers 84

Amity

FEBRUARY 20, 2019

This article was originally published on WnTD's blog. In a recent post , we talked about Customer Success Metrics, one of which was the Net Promoter Score (NPS). There is some debate on whether NPS is a useful metric or not. First, let’s go back to basics on what NPS is. Get in touch with us.

NPS 71

NPS Metrics Net Promoter Score Blog 71

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. Let’s take a look at four key actions to take right now that will not only help you prove your worth to your customers but will allow you to see instant results. . Dive into Customer Health.

Customer Success 97

Customer Success Net Promoter Score Events Customer Relationships 97

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Net Promoter Score Metrics Loyalty 98

Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Brand ambassadors have used the Net Promoter Score (NPS) to get those answers for almost a decade. Regularly Survey Customers.

Net Promoter Score 62

Net Promoter Score NPS Metrics Customer Success 62

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. Toolkit: Customer Success Metrics Toolkit.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

SurveySparrow

MAY 6, 2020

You can track this using the NPS survey at customer touchpoints. Again, NPS is a metric that you can use to check this. Lack of customer support. NPS helps measure the effectiveness of the customer service team. NPS can help track its efficacy. There are many more reasons for customer churn.

NPS 72

NPS Net Promoter Score Customer Journey Touchpoint 72

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Create a Cross-Functional Customer Journey Team. Choose the Right Customer Success Software that provides a 360-degree view of your customer. Driving Software Adoption through Customer Success Begins with Understanding.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customer Journey 118

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

2021 111

2021 Customer Success Webinar Multi-Channel 111

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Success 74

Customer Success Customer Experience Customer Relationships Customers 74

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 79

Customer Success Customer Journey Customers Engagement 79

Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. Customer Success Metrics: Customer Health Score.

Metrics 132

Metrics Net Promoter Score Customer Success NPS 132

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?

Customer Success 129

Customer Success 2014 NPS Metrics 129

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 89

Sales NPS Customer Journey Customer Success 89

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Amity

NOVEMBER 28, 2018

Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. I am the GM, the coach and the player.

Customer Success 106

Customer Success Books Competitive Advantage Customers 106

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Customer Success 87

Customer Success Management Sales Measurement 87

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? Rachel Yockey , Vice President of Experience at Realync.

Customer Success 81

Customer Success Metrics Customer Retention Books 81

Sampson Lee

SEPTEMBER 26, 2019

A reader of A customer success mindset can’t save CX alone – but it’s a start asked me how a CX (customer experience) manager can transition into a CS (customer success) manager. It prompted me to write a new series of articles.

Customer Success 58

Customer Success NPS Measurement Customer Experience Management 58

Totango

MARCH 25, 2021

Today we share 3 stories of companies in the edtech, hospitality, and technology industries who triumphed in 2020 by embracing a more rapidly iterative digital Customer Success approach, creating extraordinary experiences for their customers and customer-driven growth for their business. SevenRooms collaborates remotely.

Customer Success 62

Customer Success Hospitality Webinar 2020 62