Gainsight

JANUARY 11, 2024

Customer success is firmly entrenched in the SaaS business model. According to a 2020 study by TSIA, more than 90% of organizations had a dedicated customer success role in their company. Nick Mehta , CEO and Founder of Gainsight, recently said, “Every single software company has a customer success program now.

CEM 52

CEM Management Customer Success Customers 52

inQuba

SEPTEMBER 6, 2022

Customer Journey Management (CJM) is a well-known capability but seems to have a reputation for consuming a lot of energy (and dollars) while delivering a distant ROI. They’re then able to deploy interventions and nudges to help customers reach their goals. That’s an amazing ROI. Here’s an example –.

Customer Journey 52

Customer Journey Management 2022 2011 52

Totango

APRIL 8, 2020

It is the reason your customers sought your solution, and it is the basis of a mutually beneficial B2B partnership. . This focus on continually finding new ways to deliver customer value is at the heart of customer success. It shifts the goal from happy customers to successful customers. Onboarding.

Customer Success 106

Customer Success Customer Experience Customers Customer Relationships 106

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Totango

SEPTEMBER 5, 2019

This deeper relationship is created using customer engagement. In a nutshell, customer engagement is the connection between an enterprise and the customer forged through communications. So, why is customer engagement important? Why is Customer Engagement Important in the Customer-Centered Economy?

Customer Engagement 68

Customer Engagement Engagement Loyalty Customers 68

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . You need to layout your journey first. Customer Success is a rapidly evolving function. Customer Support tool.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 71

Customer Success Management Net Promoter Score Metrics 71

Totango

JANUARY 31, 2019

The personalization of subscription services means customers expect an individual experience from every product they engage in or they will simply move to a competitor. SaaS customer engagement, therefore, needs to inform the entire customer journey. Key Customer Engagement Metrics.

Metrics 79

Metrics Customer Engagement Engagement Culture 79

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

Totango

MARCH 21, 2019

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.

Customer Success 86

Customer Success 2019 2020 ROI 86

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 63

Customer Success Management Net Promoter Score Metrics 63

Totango

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. Experience vs. Value.

Customer Success 77

Customer Success Customer Experience Lifetime Customer Customers 77

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Customer Success 52

Customer Success Net Promoter Score Multi-Channel ROI 52

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

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 52

Metrics Customer Success Net Promoter Score NPS 52

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. A CSM’s relationship with their customers gives them a unique perspective with an unprecedented level of insight.

Customer Success 52

Customer Success Engagement Customer Journey Mapping Communication 52

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. Engagement: It’s Dynamic! I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! What is it that customers truly expect?

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

ChurnZero

FEBRUARY 5, 2021

Here’s the short and the long of it: if you’re a Customer Success leader who is looking for consolidated business, product, and customer data, then you can probably piggyback on the Business Intelligence (BI) tool your SaaS company already uses – and this will likely be heavily suggested (or even mandated) by your CEO or other C-suite leaders.

Customer Success 96

Customer Success Insights Books Customers 96

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Totango

JUNE 28, 2022

And in order to maximize your ROI, you should be focusing on retention and customer satisfaction strategies. The key to retaining your customers during market uncertainty is to help them see the value they’re experiencing from using your product. Be Proactive About Customer Health .

Return on Investment 74

Return on Investment Competitive Advantage ROI Communication 74

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. In this customer-centered economy, a lapsed customer could represent years of lost renewal opportunities.

Management 106

Management B2B Seminar ROI 106

ChurnZero

MAY 7, 2021

In the rapidly maturing field of Customer Success, if you don’t stop to take stock of the strategy, processes, people, and technology that guide you, it’s easy to lose sight of where you are, and more importantly, where you’re headed. Q: What should a small Customer Success team focus on first?

Customer Success 59

Customer Success Metrics Document Webinar 59

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

ChurnZero

FEBRUARY 19, 2021

Whenever I tell someone that I work as a Customer Success Manager, it inevitably always results in a confused facial expression and a response of “So, what is it exactly that you do?”. Instead of being at your customers’ every beck and call, you need to set yourself up to get in front of them. Read My Daily Digest (5 minutes).

Customer Success 96

Customer Success Management Customers Insights 96

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

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

Confirmit

DECEMBER 5, 2018

What is Customer Success (CS)? Customer Success can be defined as an organization’s approach to ensuring their products and/or services can deliver the right business outcomes for their customers. Why is Customer Success Important? What is the Definition of Customer Success Management?

Customer Success 40

Customer Success Definition Touchpoint Metrics 40

Gainsight

APRIL 2, 2021

Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. So when a Customer Success leader, as one of OUR clients, tells us about how different they are, it’s reasonable to be a bit skeptical.

Customer Success 52

Customer Success Events Sales Travel 52

CSM Practice

OCTOBER 10, 2018

All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Education Services Group

JULY 10, 2019

Customer Success goes beyond your customer-facing domain. It is about more than just delivering specific customer outcomes. An effective Customer Success strategy depends on buy-in from your channel partners as well. that’s where adopting a Customer Success strategy comes into play.

Customer Success 40

Customer Success Customer Journey Mapping Customer Journey Customer Centricity 40

Education Services Group

SEPTEMBER 4, 2019

These are KPIs that are easy to influence but they tend to be more difficult to measure … net promoter score, customer engagement and customer satisfaction. What makes them harder to measure is that they are objective in nature, designed to gauge customers’ thoughts and feelings regarding your solutions.

Customer Success 45

Customer Success Net Promoter Score NPS Measurement 45

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Helping customer contacts with training.

Customer Success 40

Customer Success ROI Voice of Customer Feedback 40

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Totango

APRIL 28, 2021

It is a tangible presence a customer can see and feel in the way you engage with them, respond to them, and present the product. Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them.

Customer Centricity 71

Customer Centricity Culture ROI Metrics 71