Customer Bliss

MAY 5, 2015

Work to Remove the Inhibitor: Within the first 60-90 days when mapping your customer experience, gain agreement on stages, touchpoints and the top 15 priority moments of truth. Establishes the critical cross-functional metrics for the development of key KPIs for priority touch points.

Customer Experience 189

Customer Experience Net Promoter Score Roadmap Metrics 189

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. Establish executive buy-in.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

ChurnZero

JULY 2, 2020

I’ll broadly say that I think the idea of tying employee compensation to some degree of customer centricity is important. If a metric feels beyond their grasp and like something they can’t directly influence, then people become less and less invested in trying to do something about it. That can be the tricky part.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Retently

JANUARY 19, 2023

The best definition was given by Marc Andreessen himself: Product-market fit means being in a good market with a product that can satisfy that market. Another reason why product-market fit is essential is that it helps to create a loyal customer base. What is Product-Market Fit ?

Measurement 158

Measurement Marketing 2007 Competitive Advantage 158

SurveySensum

NOVEMBER 6, 2023

The Benefits of Turning NPS Feedback into Action The Right NPS Methodology Step 1: Collect NPS Feedback Regularly Step 2: Analyze your NPS Feedback Step 3: Close the Loop With your Customers Step 4: Take Action on your NPS Feedback Step 5: Communicate the Action Taken to Your Customers Conclusion What is NPS?

NPS 52

NPS Feedback Loyalty Customer Satisfaction 52

Amity

OCTOBER 31, 2016

I oversee the whole team to make sure that any new customer is onboarded well, has the right check-ins and regular coaching, has access to world-class tech support when needed, and is able to productively work with our amazing services team. Definitely. We know that to have hockey stick growth, we need to start with Customer Success.

Customer Success 0

Customer Success Customers Definition Metrics 0

ClearAction

APRIL 17, 2019

This heralded numerous customer experience management programs and technologies, primarily intended to right-the-ship in stemming customer turnover and to encourage customers to spread positive word-of-mouth. True Definitions. Customer experience is often managed with tunnel vision,” Borghesi continued.

Management 69

Management Customer Experience Management Books Financial 69

SmartKarrot

NOVEMBER 7, 2022

Oversee the documentation of key CX processes and definition of requirements for core systems (PSA, Case Management, CX). Support the strategic and on-going reporting needs of the business via QBR/MBR reporting and curation of the core metrics dashboards (customer health, CSM execution, service delivery and capacity, NPS/CSAT).

Customer Success 19

Customer Success Roadmap Leadership Government 19

Education Services Group

DECEMBER 13, 2021

I attend and contribute to several weekly internal meetings, including a metrics review, program review, team meeting(s), and working sessions. Typically, two to three are scheduled per week, plus the required prep reviewing partner accounts, account health, renewal customers, etc.

Customer Success 52

Customer Success Wireless Books Technology 52

Kustomer

JANUARY 13, 2022

Yeah, I mean, working in the operations space in the customer service industry, I have to say over the years, it’s definitely becoming a more competitive landscape to navigate and certainly, this comes with its own challenges. Some customers like SMS, which is I think, a great servicing channel as well. Good question.

Omnichannel 97

Omnichannel Customers Definition Social Media 97

Amity

MARCH 1, 2016

It’s funny, I didn’t really realize the role was Customer Success until the title started being talked about here internally. The Customer Success genre is relatively new and we didn't use that type of language. " How are your Customer Success Team’s structured?

Customer Success 91

Customer Success Customers 2003 2011 91

SmartKarrot

MARCH 3, 2021

Tracks and reports on key client health and performance metrics, including net revenue retention/expansion. Measure the effectiveness of Customer Success by defining operational metrics for the team and establish a system for tracking metrics. Define segmentation of customer base (vertical, size, region, etc.)

Customer Success 10

Customer Success Metrics Definition Roadmap 10

SmartKarrot

FEBRUARY 28, 2022

Product stickiness is the one metric to measure the effectiveness of your product once it is launched in the market. I will discuss the definition of product stickiness in further detail and how to measure it effectively in the forthcoming paragraphs of this write-up. Definition of product stickiness. I know you are surprised.

Measurement 11

Measurement B2B Definition Customer Success 11

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . James Scott , VP of Customer Success, ShootProof .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Pointillist

MAY 23, 2018

By analyzing millions of data points in real-time, customer journey analytics software can help you discover the most important customer journeys and prioritize those opportunities that significantly impact business goals like increasing revenue, reducing churn and improving customer experience. Real-time Personalization.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ChurnZero

JULY 2, 2021

Choosing between Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) as your north-star growth metric isn’t an either-or question. SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97

Chattermill

SEPTEMBER 3, 2018

The Definition. Net Promoter Score (NPS) is a seemingly simple yet effective way for companies to track promoters and detractors to produce a clear measure of their performance through its customers eyes. They have the highest rates of churn and defection and harm your company’s reputation, putting off new customers.

Net Promoter Score 53

Net Promoter Score NPS Feedback Loyalty 53

SmartKarrot

OCTOBER 8, 2020

Customer growth is one of the key goals for SaaS companies. It is not only important to grow your customer but also to retain them for the long-term. After all, a growing customer base ensures the sustainability of a business while keeping it on a growth trajectory. It is not only essential that you acquire new customers.

Customer Success 10

Customer Success Competitive Advantage Customer Centricity Customers 10

Education Services Group

MAY 27, 2022

The Metrics Matrix. A couple weeks back, I introduced the VoC Metrics Matrix. To prove that point, I want to show you how you can use the concept of a metrics matrix to assess your current state. For each cohort of customers in this matrix, there are specific actions that can be taken. Make it robust or keep it simple.

Customer Success 52

Customer Success Metrics Document Customers 52

SmartKarrot

OCTOBER 29, 2021

This transition dates only a decade back since customer success as a domain has started to gain traction in the B2B industry. Definition of C-Suite. The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ChurnZero

SEPTEMBER 25, 2020

Since Customer Success teams’ daily work revolves around customers and their ever-evolving needs, formalizing the feedback process helps bring order and balance to the constant stream of incoming demands and requests. As a business, you can’t ignore revenue, but you also don’t want to discount customers based solely on size.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

CustomerSuccessBox

AUGUST 27, 2021

According to the popular definition, about half of startups survive the first 5 years and only 1 in 200 become actual scaleups. Many startups in their early stages believe that customer success isn’t for them. How to execute customer success practice into your SaaS? Define Your Metrics. Let me tell you why-.

Customer Success 52

Customer Success Effort Score Reference NPS 52

CustomerSuccessBox

AUGUST 31, 2021

Most importantl y, ensure action steps from the customer as well. And if the customer is able to see success, s/he would definitely be engaged. Enabling Customer segmentation. As the company grows and the number of accounts increases, scaling a business without customer segmentation might lead to hitting roadblocks.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Engagement 59

SurveySensum

JULY 14, 2020

She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success. . Emilia D’Anzica – Customer Success Evangelist, Author, Speaker, Customer Success Influencer. Galit Lev Ran – VP of Customer Success at Sonarax.

2020 132

2020 Customer Experience Magazine Consulting 132