ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

CustomerSuccessBox

MARCH 28, 2022

In this blog, we talk about how the 80/20 Pareto rule is applicable to customer success. This theory now holds good for every arena and why not apply it for customer success? Let’s call this an “80 20 rule customer success”. How does the 80/20 rule for customer success work? Sales promises.

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Customer Success Sales Customers Customer Journey 52

Feedbackly

FEBRUARY 2, 2023

There’s also a lot more you can gain by analyzing your customers’ emotions throughout the customer journey. When you can see how customers feel and react at different touchpoints, it becomes easy to recognize the strengths and pain points in the customer journey.

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Touchpoint Customer Journey NPS Measurement 98

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

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Customer Success Roadmap Customer Journey Mapping Customers 52

Talkdesk

AUGUST 25, 2015

Modern companies must adapt to this shift in customer attitudes by developing and iterating upon their customer success strategies. The days of focusing on customer acquisition alone are over,” explained Omer Gotlieb, co-founder and chief customer officer at Totango , at Talkdesk’s weekly lunch and learn session last Wednesday.

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Customer Success Chief Customer Officer Call Center Customers 72

Totango

JULY 29, 2022

In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Let’s take a look at how you can more effectively expand your customer base through proactively pursuing renewal and upsell opportunities. Customer Expansion at its Core .

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Metrics Customers Consumers Customer Base 113

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

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? They are the lifeblood of your brand.

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Customer Journey Mapping Roadmap Customer Journey Customer Success 81

SmartKarrot

OCTOBER 19, 2021

Director, Customer Success Location: Remote, United States Organization: Matterport As a Sr. Director of Customer Success, you will build and lead a high-performing global Customer Success team, which is helping the customers realize business value and protecting/expanding recurring revenue.

Customer Success 19

Customer Success Leadership Customers Sales 19

ChurnZero

JANUARY 10, 2022

Work Cross-Functionally During SaaS Customer Onboarding. Customer onboarding doesn’t only have to stay within Customer Success. When you have multiple teams involved, you have several different perspectives that can help shed light on the customer journey. Segment for Customer Onboarding.

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Metrics Customer Success Sales Events 98

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. Let us explain. That means doubling down on your post-sales and customer success (CS) efforts. Optimize your product from the customer out.

Customer Relationships 59

Customer Relationships Roadmap Customer Success Sales 59

Kapta Customer Success

JANUARY 31, 2018

We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. In this interview, you will learn: How to build proactive Customer Success Plans. Why it’s important for Customer Success teams to be prescriptive with their clients.

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Customer Success Communication Customers Sales 45

Retently

JUNE 28, 2022

Both these systems are easy to implement, and the reaped benefits will be of significant impact on the customer base. How customers can help your business grow. Create Customer Success Stories and Case Studies. Turn your satisfied customers into brand advocates.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

Customer Bliss

MAY 16, 2018

Francis had to think about how to improve the experience for customers based on his experience. He started with explaining why a specific service can help the customer and began providing email summaries of calls. He also saw it fit to dig deeper – how does the product become a savings tool for the customer?

Customer Relationships 111

Customer Relationships Banking Chief Customer Officer Leadership 111

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. According to OpenView , the NPS score doesn’t answer the ultimate “Why” question, and the score may also only give a partial view of how customers actually feel at a certain point in time.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Retently

JULY 28, 2023

The Chief Experience Officer is supposed to find a way to centralize all the customer data in a company so that all the relevant departments have a 360-degree view of their customers’ needs and pain points.

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Chief Customer Officer Customer Centricity Call Center Metrics 142

ChurnZero

AUGUST 25, 2021

The Net Promoter Score meaning is really how loyal your customers are to your company and your product. You can also include a simple follow-up question asking respondents to explain their ratings. Once you’ve got your NPS survey ready to go and sent out to customers, it’s important to know how to categorize and analyze the data.

NPS 98

NPS Net Promoter Score Customer Journey Mapping Customer Satisfaction 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. When you think about the opportunity for partnership between marketing and CS, it’s how you can retain that customer and increase their lifetime value.

Chief Customer Officer 93

Chief Customer Officer Customer Centricity Metrics Sales 93

Gainsight

AUGUST 22, 2019

“Why should my Customer Success (CS) teams think marketing?”. My short answer is that CS must evolve with the customer experience, and the experience is more digital and personal than ever before. However, across the board I see three elements of sustainable success : Engagement, Growth, and Advocacy. Let me explain why.

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Customer Success Marketing Touchpoint B2C 20

Gainsight

MAY 3, 2022

Congratulations, you just embarked on your next endeavor as a newly minted Customer Success Manager (CSM) at a B2B SaaS company… Now what? How Should You Measure Customer Success? As VPA defines , NRR measures how good your company is at retaining and growing revenue from existing customers.

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Measurement Metrics Customer Success B2B 94

Education Services Group

AUGUST 27, 2018

However, when it comes to automation in Customer Success (CS), I say yes, and science is in my corner. Read about this study and others in our white paper, Neuroscience and Customer Success. CSMs (Customer Success Managers) go beyond training and support by bringing value to the table after the sale.

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White Paper Download Customer Success 2015 51

SmartKarrot

JULY 20, 2022

Customer success is when your customers choose your product and company because they are happy and see ROI appropriately. This revenue was once the responsibility of customer service or account executives. However, customers now want more personalized products and services. What is a Customer Success Specialist?

Customer Success 10

Customer Success Roadmap B2B Customer Journey 10

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand.

NPS 89

NPS Customer Success Net Promoter Score Customer Journey Mapping 89

Gainsight

JULY 13, 2021

For example, you can scale your CS team directly to support your growing customer base. Still, you’ll ultimately reach a point where it doesn’t make financial sense to continue adding headcount for every new customer you bring on. The Executive Playbook for Scale and Efficiency goes into depth about how to accomplish that.

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Webinar Financial Customer Success Technology 40

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand.

NPS 88

NPS Customer Success Net Promoter Score Customer Journey Mapping 88

SmartKarrot

SEPTEMBER 23, 2022

Customer health cannot be measured in a solitary, simple area but can be divided into five key categories, including service quality, cost, and product packaging. A customer success health score is built using a vast array of variables. A high score is equal to making the customer delighted. Customer Journey.

Customer Success 10

Customer Success Metrics Customers Measurement 10

SmartKarrot

SEPTEMBER 23, 2022

Customer health cannot be measured in a solitary, simple area but can be divided into five key categories, including service quality, cost, and product packaging. A customer success health score is built using a vast array of variables. A high score is equal to making the customer delighted. Customer Journey.

Customer Success 10

Customer Success Metrics Customers Measurement 10

Thematic

APRIL 12, 2023

In this article, I’ll outline how you can get started with a voice of customer program , including choosing the right time to survey customers and ensuring true understanding of their issues. I’ll also explain the importance of closing the loop with customers that have provided valuable feedback.

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Customer Centricity Culture Voice of Customer Multi-Channel 62

Amity

FEBRUARY 9, 2016

Join Kia Puhm, Former VP of Customer Experience at Eloqua, on February 23 at 1pm ET , to learn how you can define and manage your customer lifecycle. • Retain Loyal Customers with these 3 SaaS Renewal Strategies. Unlike traditional business models, for a SaaS business, the customer journey beings with the purchase.

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Customer Journey Customer Retention Return on Investment Customer Success 60

ClearAction

JANUARY 10, 2018

Customer-centricity DNA means your customers are the context for every decision and hand-off, and for all parties with which you associate. Cross-organizational collaboration is necessary, with rewards for making a difference for customers at-large. Cultivate customer-centered capabilities for all employees and partners.

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Customer Centricity 2006 Customers Reference 91

ChurnZero

AUGUST 25, 2021

The Net Promoter Score meaning is really how loyal your customers are to your company and your product. You can also include a simple follow-up question asking respondents to explain their ratings. Once you’ve got your NPS survey ready to go and sent out to customers, it’s important to know how to categorize and analyze the data.

NPS 52

NPS Net Promoter Score Customer Journey Mapping Customer Satisfaction 52

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand.

NPS 62

NPS Customer Success Net Promoter Score Customer Journey Mapping 62

SmartKarrot

MAY 31, 2021

Every phase of the customer success journey, right from onboarding to retaining to growing, helps a customer, as well as the company, wreathe into a symbiotic relationship. It is a great approach to begin your first phase, customer onboarding with a step-by-step video. To follow-up with your Customers.

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Customer Success Social Media Demo Entertainment 10

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Calculating Regular Journey Touchpoints.

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Customer Success Touchpoint Customers Article 98

Education Services Group

MAY 23, 2022

The role of a Customer Success Manager (CSM) is consistently ranked as one of the fastest-growing jobs in the world. LinkedIn’s 2020 Emerging Jobs Report put Customer Success Specialist at number six in the U.S. More and more companies are making the move to XaaS, and Customer Success is the belle of the ball!

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Customer Success Sales Customer Satisfaction Management 52

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? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

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Customer Centricity Customer Success Net Promoter Score B2B 14

ClientSuccess

SEPTEMBER 30, 2020

But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it? Learn more about the customer journey in this toolkit. . Make sure your CAB represents your customer base well. Annual Customer Survey. Social Media.

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Net Promoter Score Blog Social Media Customer Success 75