ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. And centricity means “being situated at the center; a position of central prominence or importance”. Set yourselves up for success.

Customer Centricity 91

Customer Centricity 2006 Customers Reference 91

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer Centricity 84

Customer Centricity ROI Events Metrics 84

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 59

Metrics Net Promoter Score Effort Score NPS 59

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 87

Customer Success Customer Journey Customers Customer Retention 87

Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success (CS), we want you to have all the information and insights you need to stay current and take your CS practice to new heights.

2023 52

2023 Customer Success Webinar Healthcare 52

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Responsibilities: Own the revenue number for the installed customer base. Customer Success Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Gainsight

JANUARY 11, 2024

Customer success is firmly entrenched in the SaaS business model. According to a 2020 study by TSIA, more than 90% of organizations had a dedicated customer success role in their company. Nick Mehta , CEO and Founder of Gainsight, recently said, “Every single software company has a customer success program now.

CEM 52

CEM Management Customer Success Customers 52

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. And centricity means “being situated at the center; a position of central prominence or importance”. Set yourselves up for success.

Customer Centricity 71

Customer Centricity 2006 Customers Customer Experience 71

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Customer Success 128

Customer Success Customer Centricity Financial Metrics 128

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Success Roles.

Customer Success 97

Customer Success Workshop Customers ROI 97

CSM Practice

JUNE 6, 2020

Despite the benefits of a higher renewal rate, many SaaS companies focus on generating revenue from new customers even while they lose revenue to customer churn. Contrarily, SaaS companies who understand the importance of high renewals can grow stable revenue while delivering optimum value to their customers.

Metrics 89

Metrics Measurement Customer Success Financial 89

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

InMoment XI

OCTOBER 31, 2023

With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before. It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape.

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics Definition Engagement Measurement 98

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer Centricity 48

Customer Centricity ROI Events Metrics 48

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all.

Customer Success 52

Customer Success Chief Customer Officer Consulting Customer Centricity 52

Totango

MAY 7, 2024

This makes it far easier to talk to existing customers about renewals and expansions. Strategy #3: Share revenue responsibility and success metrics There’s been a major shift in the B2B space over the past few years. So, you need a revenue model that fosters long-term customer retention and high expansion rates.

Sports 97

Sports Sales 2024 Net Promoter Score 97

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success Managers who do it all.

Customer Success 52

Customer Success Chief Customer Officer Consulting Customer Centricity 52

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Churn Reduction.

Customer Success 123

Customer Success Feedback Customers 2021 123

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Demo Customers Leadership 52

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

Gainsight

JUNE 18, 2021

Our new Customer Visibility Playbook and Webinar Series explain that it is not only a very solvable pain point but one that should be a priority for every company as it provides the foundation for a solid and impactful Customer Success strategy. Customers are people. Why does customer visibility matter?

Customer Success 40

Customer Success Webinar Customer Centricity Customers 40

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

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey.

Customer Success 59

Customer Success 2013 2014 Consulting 59

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. Retention is the percentage of customers who stay with you at renewal or purchase time.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics Definition Engagement Measurement 52

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

Totango

JUNE 2, 2020

Having a good customer success crisis plan can help you maintain good relationships with customers. So what does a good customer success crisis plan entail? Managing Customer Success in a Crisis. Maintaining a Clear View of Your Customer Base. Their success, after all, is your success.

Customer Success 62

Customer Success Customers Communication Customer Base 62

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Engagement 2014 Customer Centricity 52

CSM Practice

SEPTEMBER 15, 2019

All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to driving long-term customer lifetime value through various processes and operations.

Customer Success 45

Customer Success Workshop Effort Score Customers 45

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. Defining the what and why behind Customer Success. The lightning round.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. Defining the what and why behind Customer Success. The lightning round.

Customer Success 52

Customer Success B2B Metrics Sales 52

CSM Practice

MAY 16, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Customer Success 52

Customer Success Financial Metrics Customer Centricity 52

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

2021 52

2021 Customer Success 2020 Chief Customer Officer 52

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52