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 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Customer Success 71

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 71

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 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

Customer Success 45

Customer Success Customer Journey Mapping NPS Presentation 45

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

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Rather, the CS team is equally important to the success of a company.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SurveySensum

DECEMBER 22, 2022

And yet, it has the most loyal customer base. . – Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. Voice of Customer (VOC) – Brief. So, what is VOC?

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

SmartKarrot

JANUARY 9, 2023

Role: Customer Success Manager Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

Customer Success 19

Customer Success Document Customers Touchpoint 19

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Management Roadmap Feedback 59

SurveySparrow

DECEMBER 27, 2023

This step involves identifying customer needs, preferences, and spotting emerging trends, which helps in understanding the customer base better. It could mean making adjustments to products or services to better align with customer expectations and needs. This can lead to increased revenue and growth for the SaaS company.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

Gainsight

AUGUST 11, 2021

An industry luminary, he is respected for his business insights that directly impact customer success. Productivity Zone: customer success ‘lives’ in this zone, along with IT, marketing, and human resources. As a result, customer success in the Productivity Zone was nothing more than another system.

Customer Success 40

Customer Success Transportation NPS Customers 40

Alida

JULY 6, 2017

For concrete ideas on how companies can scale their CX programs, we recently sat down with Kia Puhm , a Toronto-based executive with over 22 years of experience in customer success, marketing and software engineering. An organization should reflect a structure that will successfully support customers through their journey.

Measurement 113

Measurement Chief Customer Officer Customer Centricity Customer Journey 113

Gainsight

APRIL 14, 2022

One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. Quick Level Set: What Customer Success Is, and Isn’t.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

SurveySparrow

DECEMBER 26, 2023

This step involves identifying customer needs, preferences, and spotting emerging trends, which helps in understanding the customer base better. It could mean making adjustments to products or services to better align with customer expectations and needs. This can lead to increased revenue and growth for the SaaS company.

B2B 52

B2B Net Promoter Score NPS Feedback 52

ChurnZero

JANUARY 18, 2024

What does the chief customer officer role encompass? A chief customer officer is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. Champion a customer-centric culture throughout the company.”

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Totango

FEBRUARY 11, 2022

Despite this data on the importance of B2C customer experience, B2B brands have lagged in prioritizing their clients’ experiences. Just 14% of large B2B brands are truly customer-centric, according to research by market research firm B2B International. Good customer experience depends on listening to your customers.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

CX University

NOVEMBER 21, 2020

Customer experience means a plethora of different things to different people. Customer experience is not the same as customer satisfaction or customer service and whilst there are some good guys doing some great work in the field of customer success, customer experience is quite different.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. This partnership helps to activate the flywheel and propel growth from the existing customer base. What do these four pairs have in common?

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics Sales 92

delighted

JANUARY 7, 2021

Understanding the customer from an empathetic, bird’s eye view means having a deeper insight into their needs at every touchpoint so you can improve CX processes to meet their expectations. Creating a customer-centric company. Creating a customer persona. NPS]: How likely are you to recommend this solution to your peers?

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Net Promoter Score 98

Totango

JANUARY 2, 2020

The evidence is clear —companies that use customer data insights to arm their operations teams outperform their competitors by as much as 85%. Analyzing customer data helps you determine the best way to retain customers and prevent churn. How Customer Data Insights Inform Next Steps. Take intelligent action based on data.

Insights 71

Insights Roadmap Customers Customer Success 71

BirdEye

AUGUST 29, 2023

Without thinking, the customer will know who will contact them, who they are to liaise with, when to expect an update, and what happens even after a transaction is complete. This step could make the difference between customer success and helplessly watching customers leave due to confusion about what they should do next.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Sample B2B Customer Experience Lifecycle Milestones for Transactional Feedback.

Net Promoter Score 74

Net Promoter Score NPS Touchpoint Feedback 74

ProProfs Chat

NOVEMBER 9, 2021

While on the other hand, unhappy customers won’t just cost you revenues, but also they will share their bad experiences with their peers. . When you know the drawbacks of your products, you can take measures to enhance the overall health of your customer base. How to Calculate your NPS? So, 50 will be your NPS.

Customer Satisfaction 97

Customer Satisfaction Measurement Net Promoter Score Social Media 97

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? However, making sure customer experience is handled the right way throughout your entire organization can be pretty difficult – especially if you have a large business with multiple departments and branches. Fosters a Company-Wide Customer-Centric Culture.

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset.

Customer Success 52

Customer Success Marketing Net Promoter Score NPS 52

SmartKarrot

APRIL 18, 2023

“When the customer comes first, the customer will last.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings.

Customer Success 10

Customer Success Net Promoter Score Touchpoint Measurement 10

SmartKarrot

MARCH 31, 2022

Well, that is how startups and SaaS companies feel when they do not take customer success seriously. To grow a SaaS company, it is important to communicate and engage with customers as much as possible. Customer success needs to curate a good customer experience to retain customers for a long-term commitment.

Customer Success 10

Customer Success Social Media NPS Sales 10

delighted

JANUARY 14, 2020

Running a successful NPS program is more than simply asking your customers for feedback. But an often undervalued aspect of doing NPS well is rigorously following up, also known as closing the loop , with detractors. Create a customer-centric culture where everyone is accountable for each detractor’s experience.

NPS 40

NPS Net Promoter Score Feedback Customer Centricity 40

Customer Guru

AUGUST 21, 2018

Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Too many customers for current headcount. We’ll start with the basics and cover the different components of the renewal process, such as: The Customer. What Is the Renewal Process for Customer Success?

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

SmartKarrot

OCTOBER 27, 2020

Customer success is a relatively new function in businesses today. To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. Benefits of customer success roadmap.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. This very reason makes them the most powerful voice of the customer. Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

GetFeedback

JANUARY 8, 2020

” Originally, the team only needed a tool that could handle case closed NPS surveys. However, they found GetFeedback powered by Salesforce to be much more versatile than basic use cases like NPS and CSAT. Cisco prides itself on being a customer-driven company. Streamlining customer onboarding . – David Wallis.

Customer Satisfaction 39

Customer Satisfaction NPS 2013 Customers 39

Gainsight

SEPTEMBER 28, 2020

The biggest challenge to listening to your customer can often be determining who your customer is and which ones to listen to! . During a roundtable discussion, a common theme emerged that often your ‘squeakiest wheel’ may not represent your customer base as a whole. Data tells us so many stories.

Metrics 66

Metrics Measurement Feedback Customer Centricity 66

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 260

Metrics Net Promoter Score Measurement Customer Experience 260