ChurnZero

AUGUST 14, 2020

Using third-party integrations to bring company-wide customer data into a central hub that’s designed to automate and optimize a Customer Success Manager’s output is when Customer Success really becomes a force to be reckoned with. Customer Relationship Management (CRM) Software. What is customer support software?

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

Totango

SEPTEMBER 24, 2020

Customer value is the key to maintaining customer relationships and maximizing customer lifetime value under such conditions. Customers are loyal to the ongoing value you provide them. Creating value for customers should involve: Starting Early in the Customer Journey.

Customer Success 78

Customer Success Customer Journey Customers Metrics 78

Totango

SEPTEMBER 4, 2020

Crowding your customer engagements with unnecessary noise becomes a potential waste of time for both your customer success (CS) team and for your customer. The key ingredient in tech-touch customer success is purpose. Tech-touch customer success solutions: Make Better Use of Customer and CSM Time.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Gainsight

FEBRUARY 28, 2023

Along with the renewed emphasis on customer success comes massive expectations for CS teams to produce results. It’s more critical now than ever to help your customers achieve clear and quantifiable outcomes. Retention and expansion revenue is a priority, and for some, it’s even more important than net new client logos.

Touchpoint 52

Touchpoint Metrics 2023 Customer Success 52

Gainsight

JULY 6, 2021

Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base. However, the companies that will win the next era of business know that the technology-empowered human will always be at the center of their relationships.

Customer Success 73

Customer Success Customer Base Technology Webinar 73

SurveySensum

SEPTEMBER 5, 2023

11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. It’s not just about their first impression, but the entire customer journey — from the initial interaction to the lasting emotional connection.

Insights 52

Insights Customer Experience Metrics NPS 52

ChurnZero

APRIL 10, 2020

Implementation is a project-based team and rolls off customer accounts once the implementation phase is completed. Unlike Customer Success, their relationship with the customer is finite and bound by a project deadline. Involve Customer Success early. dence to own their role in the customer relationship.

Customer Success 61

Customer Success Customer Journey Mapping Loyalty Programs Reference 61

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 3. Changing Customer Priorities. 1. More Customer Success.

Sales 71

Sales Customer Success Connections Customer Base 71

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 3. Changing Customer Priorities. 1. More Customer Success.

Customer Success 71

Customer Success Sales Connections Customer Base 71

ShepHyken

AUGUST 10, 2018

Personalization is key in today’s sophisticated market; creating campaigns for customers based on their personal interests can spark new interests and provide memorable experiences. Again, utilizing historical information, PCA helps with this process by comparing the customers in question with past customers.

Blog 67

Blog Social Media Travel Banking 67

ChurnZero

MARCH 11, 2020

Were you able to work with your peers in our customer base to share best practices to increase your proficiency and ROI with our product? What advice would you give us to help serve our customers better in the future? Upcoming Webinar: Unpacking the Power of the Executive Business Review. Customer Success Around the Web.

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

SmartKarrot

DECEMBER 16, 2022

Role: Customer Success Manager Location: Birkenhead, England, United Kingdom (Hybrid) Organization: The Access Group As a Customer Success Manager, you will provide both reactive and proactive services to the customer base. Work with a large number of internal stakeholders to resolve customer issues/escalations.

Customer Success 19

Customer Success Customers Webinar Sales 19

SmartKarrot

OCTOBER 3, 2023

Acquiring new customers is only half the battle in today’s extremely competitive market. To retain and grow your customer base, you need to focus on customer success and user engagement strategies that keep customers delighted and loyal. In this post, we explore how to boost user engagement with a proven playbook.

Engagement 11

Engagement Net Promoter Score Social Media NPS 11

Totango

AUGUST 11, 2022

In this article, we’ll show you how to build client relationships digitally with your SaaS customers. First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. How Digital Client Relationships Are Different.

Net Promoter Score 109

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 109

SmartKarrot

MAY 24, 2021

Assist in the development and execution of marketing strategies specific to customer needs, resources, and audiences. Work with Incredible Health partners to identify and develop upsell and expansion opportunities across the customer base. Empower customers to connect their goals and challenges with the solution in Powtoon.

Customer Success 10

Customer Success Roadmap Webinar Customers 10

ChurnZero

APRIL 12, 2019

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. These teams are responsible for the tactical realization of value for the customer.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

SmartKarrot

MAY 19, 2021

In the SaaS industry it is known that customers have high expectations. There is increased focus by companies on protecting their customer base and improving outcomes for them. B2B customers prefer a personalized experience and nearly 65 percent of them will leave if you don’t deliver as per their expectations.

Customer Success 10

Customer Success B2B Customer Satisfaction Communication 10

Totango

SEPTEMBER 22, 2022

Totango empowers customer service teams to design and run any customer journey at scale and accelerate customer success using an all-in-one interface. You can track customer health and take steps to increase customer satisfaction. SaaS CRM (Customer Relationship Management) Solution.

White Paper 71

White Paper Advertising Sales Social Media 71

ChurnZero

JUNE 27, 2023

In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1. The data you need is anything that helps you to better understand a customer’s interactions with your company and its product.

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52

SurveyGizmo

NOVEMBER 4, 2021

As you do, your data is integrated via API to the gaming company’s customer relationship management (CRM) platform and player profile database. A customer support agent runs a report on top-tier players for your favorite game and your profile appears. — Join our webinar, CX Predictions for 2022 , on November 16, 10am MDT.

2022 98

2022 Return on Investment Customer Relationship Management ROI 98

Totango

NOVEMBER 7, 2019

In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing. When this happens, you’ll need to salvage the relationship, fast.

Net Promoter Score 84

Net Promoter Score Webinar Customer Journey NPS 84

AskNicely

JANUARY 10, 2019

We recommend embracing the new NPS best practices, in which you measure sentiment at “ moments of truth ” in their customer journey. (“Moments of truth” are defined as “make or break” moments in your customer journey. They are specific to your business and your customers/clients.). Touch Every Customer.

NPS 60

NPS Metrics Customer Experience Net Promoter Score 60

Amity

OCTOBER 31, 2016

When talking about where Customer Success fits in, I like to draw a circle around the customer because we are the guardians of the customer relationship. It starts with the engineering team: we want to build a product that doesn’t need us to tell the customer how to use it to be successful.

Customer Success 0

Customer Success Customers Definition Metrics 0

Kustomer

FEBRUARY 19, 2024

CSAT measurements are particularly noteworthy within Zendesk’s suite of metrics, offering a direct gauge of customer happiness and service quality. ? Why Kustomer is a better choice for an intuitive dashboard Kustomer’s dashboards differentiate itself by focusing on the customer journey alongside key support metrics.

Social Media 52

Social Media Multi-Channel Omnichannel E-support 52

SmartKarrot

OCTOBER 13, 2022

Most people believe the process is over once they’ve acquired a customer. Nowadays, businesses are experiencing hyper-growth by selling to their current customer base as acquiring new customers becomes more challenging and expensive. A salesperson owned a customer relationship before turning ownership to a CSM.

Customer Success 10

Customer Success Management B2B Presentation 10

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

Thematic

NOVEMBER 13, 2018

Says Lizzy Foo Kune , principal research analyst, Gartner for Marketers ; “VOC analytics can serve as a useful addition to customer journey analytics, providing insight into the motivations and thoughts of individuals and segments”. This section is courtesy of our webinar with Lynn Hunsaker. Improve your Net Promoter Score.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Qualtrics

APRIL 14, 2021

At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything. Both B2B and B2C companies with investment in customer experience are 3x more likely to significantly exceed its 2019 business goals. B2B businesses are different.

B2B 26

B2B B2C Net Promoter Score NPS 26