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

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer Success 52

Customer Success Net Promoter Score Customer Retention Metrics 52

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going well in business no one wants to interrupt the experience. Listen to Your Voice of Customer Programs. Learn from Customers.

Customer Retention 63

Customer Retention Customer Success B2B Customers 63

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

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 Experience 52

Customer Experience Retail 2023 2022 52

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

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 106

Customer Success Management Net Promoter Score NPS 106

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer Retention 72

Customer Retention Chief Customer Officer Customer Success Events 72

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

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero 1.)

Customer Success 52

Customer Success Download Customer Retention 2021 52

ChurnZero

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction? .

2021 95

2021 Customer Success B2B Customers 95

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 130

Customer Retention B2B Customers Loyalty Programs 130

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

CustomerSuccessBox

SEPTEMBER 7, 2021

And in all these -the common thread- Customer Success. Customer Success as a stream has played an important role. So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. 1 Renewed focus on new customer onboarding. via GIPHY. #1 5 Flexibility.

2021 96

2021 Customer Success Customer Journey Mapping Touchpoint 96

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Document Sales Customers 98

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

Gainsight

JUNE 20, 2022

This post was originally published in Customer Think. . The Customer Success Index 2022 , a survey of more than 350 companies by Gainsight and RevOps Squared, recently uncovered some very interesting, if not troubling data on the state of alignment between SaaS users and buyers. Your Customer Base is Your Best Source of ‘Intel’.

Customer Retention 52

Customer Retention NPS 2022 Customer Success 52

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success? Easy retention via customer success.

Customer Success 52

Customer Success Metrics Customer Retention Customers 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.

Customer Success 84

Customer Success Chief Customer Officer Customers Management 84

Gainsight

JANUARY 20, 2023

We recently covered how Customer Success (CS) teams can create digital scale at moments of truth during the implementation and adoption phases of the customer lifecycle. The chart below highlights more specific examples of digital-led strategies that can help support customer expansion opportunities in your business.

Customer Success 52

Customer Success Touchpoint 2022 Customers 52

CustomerSuccessBox

JUNE 13, 2022

All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity Customers 52

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

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

ChurnZero

SEPTEMBER 29, 2020

So just as they have never settled for the status quo in their in-person experience, they put a stake in the ground that an online INBOUND experience would be no different. If you weren’t able to attend the two full days, no worries, we have compiled our top ten favorite Customer Success takeaways for you here. . .

2020 59

2020 Customer Success Metrics Customers 59

Gainsight

SEPTEMBER 28, 2022

The priorities that customer success teams live and breathe every day are now the top CEO and investor priorities. In a world of stagnant or declining sales, the work of post-sales and customer success teams has never been more important. Keep the Customer in Customer Success. The good news?

Customer Experience 52

Customer Experience Customer Success Sales Customers 52

CustomerSuccessBox

AUGUST 22, 2021

Customer experience management (CXM) deals with customer interactions through physical and digital touchpoints. This also involves delivering personalized experiences that drive brand loyalty and increase revenue. Customer experience management oversees customer interactions. But it’s never easy.

Management 52

Management Customer Experience Touchpoint Customer Satisfaction 52

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe.

Customer Retention 49

Customer Retention Loyalty Loyalty Programs Competitive Advantage 49

Education Services Group

FEBRUARY 26, 2023

Customer Success leaders have a lot in common with rockstars. We aim to deliver the absolute best experiences imaginable. customers). It involves informing and educating people across your organization about your vision for Customer Success and what it can do for the business. And we both go on tour.

Customer Success 97

Customer Success Leadership Customers Sales 97

Totango

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. solution can be as easy as consolidating your sales and customer success information. Tools like Chorus and Gong.io

Innovation 96

Innovation Call Recording Government Customer Success 96

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CustomerSuccessBox

FEBRUARY 28, 2022

Undoubtedly, this change has crept into the Customer Success world as well. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. As a Customer Success professional, you’d know how difficult it is to expand your customer base.

Customer Success 52

Customer Success Customer Engagement Sales Customer Journey 52

Education Services Group

JANUARY 25, 2022

For some, monetizing Customer Success may feel like a long way off. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. A tiered pay structure that encompasses the entire customer lifecycle.

Customer Success 52

Customer Success Net Promoter Score Customers Customer Journey 52

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? You will also share your positive experiences with your friends and colleagues. Your customers feel the same way. But what more can an exceptional SaaS customer experience bring to the table? You will continue using it, right?

Insights 52

Insights Customer Experience Metrics NPS 52

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

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”.

Customer Journey 104

Customer Journey Customer Retention Touchpoint Demo 104

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. When 72% of U.S.

Customer Success 59

Customer Success Customer Engagement Engagement 2021 59