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 59

Metrics Net Promoter Score Effort Score NPS 59

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. To achieve that goal, you must continually and reliably deliver value to your customer. The 6 Key Areas of Customer Success Metrics.

Metrics 62

Metrics Customer Success Return on Investment Measurement 62

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Net Promoter Score Metrics Loyalty 98

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience dashboards are often shared far and wide, but with little context or explanation. NPS should be going up” doesn’t mean much. But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. Interview a customer or two!

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

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. . Create a customer-centric culture. Customer Success Vice President/Director .

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

ChurnZero

DECEMBER 15, 2020

Criteria Corp’s Customer Success Team (and a few furry friends). Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.). Learn what Patrick Blanton, Vice President of Customer Success shared about his team.

Customer Success 98

Customer Success Customers Metrics B2B 98

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 73

Customer Success Net Promoter Score Presentation Financial 73

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 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

2022 52

2022 Measurement Net Promoter Score Customer Success 52

SurveySparrow

JULY 31, 2023

Voice of the customer (VOC) is a methodology used by businesses to capture, analyze, and act upon customer feedback. VOC represents the collective wants, needs, preferences, and expectations of your customers. This means actively seeking, listening to, and responding to customer feedback to drive continuous improvement.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

ChurnZero

SEPTEMBER 16, 2022

Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty. Find out how Customer Success builds financial fortitude and resilience in the latest Punk CX podcast, featuring ChurnZero CEO You Mon Tsang. Start sharing [customer] stories.

Customer Success 98

Customer Success Customer Retention Financial Customer Centricity 98

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. In 2023, Totango is taking its show on the road. Curious about where we’re going next?

Customer Journey Mapping 81

Customer Journey Mapping 2023 Metrics Customer Success 81

Amity

MARCH 1, 2018

For those of you who might be new to this, NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” Not only does it indicate how loyal your customers are, it also helps you gauge the entire company’s customer centricity.

NPS 73

NPS Net Promoter Score Feedback Customer Centricity 73

Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful.

Customer Success 52

Customer Success Management Metrics Customer Retention 52

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 52

Customer Success Net Promoter Score Metrics Loyalty 52

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. ’,” says Stephen Horning, a Vice President of Customer Success. The Volume of the Customer Voice.

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 52

Customer Success Net Promoter Score Metrics Loyalty 52

CustomerSuccessBox

APRIL 6, 2022

Processes are king in the field of customer success. Many customer success teams rely on a systematic approach to get everything done during the day. They ensure that nothing important for particular customers falls between the cracks. The solution is to drive those ‘aha’ moments with customer success.

Customer Success 52

Customer Success Customers Innovation Document 52

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

Gainsight

SEPTEMBER 21, 2020

Since 2013, BazaarVoice has been using Gainsight’s platform to gain insight into customer health and improve customer experience. BazaarVoice was one of the first software companies to embrace customer success ideology and practices. Their NPS scores were solid, and they had great renewal rates.

Customer Centricity 52

Customer Centricity NPS Customer Success 2013 52

ChurnZero

SEPTEMBER 8, 2020

Since you might not have gotten the chance to carve out two full days from your schedule to listen in on the sessions, here’s our recap of the top ten Customer Success takeaways from the event. . . What’s scalable is being customer-focused to build the right things! Talk to more customers. Into SaaS ?

Net Promoter Score 90

Net Promoter Score Customer Success 2020 NPS 90

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

Team Support

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers.

Net Promoter Score 52

Net Promoter Score Customer Centricity Customer Satisfaction Omnichannel 52

ChurnZero

OCTOBER 26, 2021

The ChurnZero team is also thrilled to see a number of customers selected as winners of the SaaS Customer Success Award, which is a true testament to the impact our platform can bring to CS teams at SaaS organizations. We are thankful for our customers and remain committed to their success.”. Quantum Metric.

2021 98

2021 Net Promoter Score NPS Document 98

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

Totango

OCTOBER 20, 2020

By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Measurement 86

Measurement Customer Experience Net Promoter Score Effort Score 86

Experience Investigators by 360Connext

MARCH 8, 2021

This is where understanding the right learning path for overall customer experience excellence can be very powerful. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. What are your top CX Metrics? . Learning Paths, Defined. You get the idea.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. These often just provide a headline metric, such as an NPS score without the context behind it or the ability to drive changes. Published on: August 07, 2019.

Customer Success 66

Customer Success Net Promoter Score E-support E Commerce 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. What Are Customer Experience KPIs and Metrics?

Metrics 260

Metrics Net Promoter Score Measurement Customer Experience 260

SmartKarrot

JANUARY 4, 2023

Net promoter score (NPS) is one of those must-have metrics for customer experience. It shows the loyalty a customer feels for an organisation and how many customers think this way. Yet, in recent years, the use of NPS has come under scrutiny. Understanding the Role of NPS in CS.

Net Promoter Score 10

Net Promoter Score NPS 2023 Customer Success 10

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

SurveySparrow

JUNE 30, 2023

In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact. Who is a Customer Experience Manager? “Customer experience is the new marketing.” Identify bottlenecks or areas where customers face difficulties.

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

ClearAction

AUGUST 19, 2020

Each index conveys value as seen by your company or by your customers. These differences among customer experience indexes are pivotal to shaping mindsets and driving behaviors and business results. You should never use indexes and metrics blindly. Tends to focus customer experience strategy on repurchase.

Customer Experience 174

Customer Experience Fashion Communication Customers 174

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