ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

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Customer Success Customer Journey Mapping Loyalty Programs Reference 61

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

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

ClientSuccess

AUGUST 8, 2017

This live webinar is over and is now available as a recorded version. Webinar Details. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.

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Webinar Sales Customer Success Customer Journey Mapping 40

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. And at the top of this list, of course, is customer churn.

Customer Relationships 95

Customer Relationships Customer Journey Mapping 2020 Webinar 95

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. You can still register to watch the replay.)

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Webinar Management Touchpoint Customer Journey 54

SmartKarrot

APRIL 25, 2023

Role: Vice President of Customer Success Location: Englewood, CO, United States (Remote) Organization: WOW! Internet, Cable & Phone As a Vice President of Customer Success, you’ll by using customer journey mapping and creating standardised interventions for each stage of the trip, define and optimise the customer lifetime.

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Customer Success Net Promoter Score Roadmap Customer Journey Mapping 19

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? This means face-to-face too, where possible.

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Customer Journey Mapping Roadmap Customer Journey Customer Success 81

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Touchpoint 98

Touchpoint Webinar Customer Success Events 98

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. You can still register to watch the replay.)

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. You can still register to watch the replay.)

Webinar 48

Webinar Management Touchpoint Customer Journey 48

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Culture 2025 Webinar 69

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.

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Customer Success Customer Journey Mapping NPS Presentation 45

ClientSuccess

JANUARY 5, 2022

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. eBook: CSM from the Trenches: Implementing Customer Success. Toolkit: Customer Journey Toolkit.

Customer Journey Mapping 68

Customer Journey Mapping Customer Journey Document Webinar 68

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What helped you build your customer journey map and what were the main factors you took into account?

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Customer Engagement Engagement Customer Journey Mapping Definition 112

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Success 84

Customer Success Customer Journey Mapping Sports Customer Journey 84

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What helped you build your customer journey map and what were the main factors you took into account?

Customer Engagement 87

Customer Engagement Engagement Customer Journey Mapping Definition 87

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Customer Journey Mapping 72

Customer Journey Mapping Customer Journey Customer Success Leadership 72

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

Clarivate

JANUARY 29, 2019

We’ve recorded over 75 videos and webinars over the last three and a half years here at CustomersFirst Now. These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success.

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Customer Journey Mapping Webinar ROI Employee Experience 65

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What helped you build your customer journey map and what were the main factors you took into account?

Customer Engagement 62

Customer Engagement Engagement Customer Journey Mapping Definition 62

ChurnZero

APRIL 3, 2020

Customer Success helps your customers realize value with your product. EBRs facilitate customer alignment on business objectives and outcomes as well as allow you to learn about customer initiatives and opportunities. During this webinar, we covered: The types of customer reviews and when to use them.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Success Customer Journey 52

inSided

JUNE 4, 2021

This week, we decided to interrupt your regularly scheduled This is Digital Customer Success blog post to bring you some learnings (that just couldn’t wait) from last week’s webinar. Below, we’ve listed our favorite learnings.

Webinar 59

Webinar Customer Journey Mapping Customer Success Customer Journey 59

ChurnZero

FEBRUARY 14, 2020

As a thoughtful touch, their Customer Success Manager will include a handwritten, personal note. Reclaim the lost art of putting pen to paper to let your customers know it’s real. Show up for your customers every day, not only when it’s conducive to your commissions, and you’ll lay the groundwork to gain a partner for life. .

Net Promoter Score 64

Net Promoter Score Customer Journey Mapping Webinar B2B 64

ChurnZero

JULY 9, 2021

Conflating or wrongly defining these groups has long-lasting consequences including increased customer churn, reputational damage, and cross-functional animosity. While the whole organization plays a role in defining customer fit, Customer Success is the one who’s forced to bear the brunt of a bad-fit customer’s unhappiness and frustration.

Customer Success 75

Customer Success Customer Journey Mapping Sales Customers 75

ChurnZero

OCTOBER 11, 2019

With the end of year being the busiest buying season, it then also in turn becomes the heaviest renewal period for Customer Success teams. Here’s six things Customer Success Managers should start doing today to make Q4 their strongest quarter yet and close out the year strong. . Upcoming Customer Success Webinar.

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Webinar Customer Journey Mapping Touchpoint Customer Success 66

ChurnZero

MARCH 11, 2020

Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. Upcoming Webinar: Unpacking the Power of the Executive Business Review.

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ROI Customer Journey Mapping Webinar Return on Investment 52

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m.

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Webinar Customer Success Customer Journey Mapping Demo 40

ChurnZero

JUNE 27, 2023

In business, particularly among customer success professionals, it conjures up one key question: how can we do more with less? In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1.

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Customer Journey 63

Customer Journey Net Promoter Score Sales E-support 63

CustomerSuccessBox

DECEMBER 24, 2021

An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”. Find out the moments of value in a customer journey. Let’s find out.

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Customer Success Chief Customer Officer Customer Journey Mapping Touchpoint 52

ClientSuccess

MAY 4, 2021

Setting up quarterly check-in’s with customers. As many customer success teams are looking to use 2021 as a reset for their processes and accounts, it may also be a good idea to use this year to revamp your planning workflows. Understand where your customer is looking to grow next quarter. Check out these resources: .

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey 2021 Webinar 52

Totango

AUGUST 11, 2022

Finally, we’ll cover how customer success software can help you automate your digital client relationship-building strategy. Customer relationships are important for any business, but digital client relationships occupy a position of central importance for SaaS companies. How Digital Client Relationships Are Different.

Net Promoter Score 109

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

ChurnZero

DECEMBER 16, 2022

“It’s the people in your buyer’s organization, the choices they make, how they are organized, and the behaviors they demonstrate that make all the difference between success and failure,” says Jason. Q: What are examples of customer incentives at both the individual and company level for milestones in the customer journey?

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Customer Success Customers Metrics Financial 98

ChurnZero

NOVEMBER 2, 2018

One of the biggest misconceptions about NPS is that it is the sole responsibility of the Customer Success/Customer Service department. However, EVERY single employee in any given company has an impact on the customer’s experience and can ultimately benefit from their feedback. Upcoming Webinar. ChurnZero Resource.

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NPS Net Promoter Score Customer Journey Mapping Metrics 95

ClientSuccess

SEPTEMBER 8, 2020

This last factor – resource allocation – can make or break a customer success team’s large account management process. Understanding what your enterprise customers want to achieve with your product can help influence every decision made throughout the customer journey. Check out these additional resources: .

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Management Customer Journey Mapping Customer Journey Roadmap 52