Totango

JULY 22, 2022

At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC. Overall NPS score.

Communication 101

Communication NPS Metrics Engagement 101

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Three Reasons Customer Experience Must be Top-of-Mind. Five Common Customer Experience Metrics.

NPS 60

NPS Metrics Customer Experience Net Promoter Score 60

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

ClientSuccess

MARCH 1, 2022

Your customer lifecycle will track the customer journey from onboarding and implementation to adoption to growth to retention and renewal. The customer should also have a hand in this planning, so as you are working through your onboarding plan, make sure you are also looking ahead to growth down the road.

Webinar 76

Webinar Metrics Sales Customers 76

Playvox

MARCH 19, 2024

Decoding Customer Sentiment Manual analysis has given way to automated sentiment analysis solutions powered by AI. AI analytics tools can quickly transform customer sentiment into valuable customer insights and help them map the customer journey and even predict market trends.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. The customer journey can be divided into four main stages.

Customer Success 117

Customer Success Metrics Customer Journey Measurement 117

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Understand how each stage of the customer journey impacts the customer. Webinar: The Cardinal Sin of Client Success. Ready to learn more?

Customer Success 88

Customer Success Webinar 2021 Customer Relationship Management 88

Totango

SEPTEMBER 1, 2020

Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience. Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Ways to Predict Customer Churn.

Net Promoter Score 104

Net Promoter Score NPS Seminar ROI 104

SurveySensum

SEPTEMBER 5, 2023

11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. It’s not just about their first impression, but the entire customer journey — from the initial interaction to the lasting emotional connection.

Insights 52

Insights Customer Experience Metrics NPS 52

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. The customer journey can be divided into four main stages.

Customer Success 62

Customer Success Metrics Customer Journey Measurement 62

Totango

SEPTEMBER 24, 2020

Customer value is the key to maintaining customer relationships and maximizing customer lifetime value under such conditions. Customers are loyal to the ongoing value you provide them. Creating value for customers should involve: Starting Early in the Customer Journey.

Customer Success 78

Customer Success Customer Journey Customers Metrics 78

Gainsight

AUGUST 26, 2021

Your customer success platform is a powerful tool for collecting data and generating metrics from across your enterprise systems, pulling together information from sales to resource planning. It can be difficult to quantifiably know the impact of a change to a workflow, process, or customer service or sales approach.

Customer Success 52

Customer Success E-support Metrics Demo 52

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. How are you categorizing your customers?

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

Gainsight

FEBRUARY 28, 2023

Gross Revenue Retention (GRR) has become THE critical metric. Along with the renewed emphasis on customer success comes massive expectations for CS teams to produce results. Customer Success: There are things you need to optimize and do differently to make your customers wildly successful.

Touchpoint 52

Touchpoint Metrics 2023 Customer Success 52

ClientSuccess

OCTOBER 12, 2020

Build a customer success journey map: Understanding the entire customer journey from onboarding to adoption to renewal to growth is key for proactive customer engagement. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused. The post Is Your Customer Success Team Reactive or Proactive?

Customer Success 59

Customer Success Webinar Leadership 2020 59

Totango

AUGUST 14, 2020

For the customer, success is defined by the achievement of their unique business goals over time. Defining Customer Success Throughout the Customer Journey. The customer success approach breaks down the customer journey into simple, easy-to-manage stages. Delivering What a Customer Needs.

Customer Success 76

Customer Success Definition Customer Journey Customers 76

ChurnZero

FEBRUARY 17, 2021

ChurnZero Resource: New Manager’s Guide for a Customer Success Strategy Implementation. Key Performance Indicators (KPIs): Customer Success. TSIA Resource: 8-Minute Mini-Webinar: Customer Success Maturity Model. ChurnZero Resource: Churnopedia – SaaS Metrics. Improve Customer Experience.

Customer Success 78

Customer Success Workshop 2021 Webinar 78

ChurnZero

JUNE 27, 2023

A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). 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

ChurnZero

FEBRUARY 11, 2020

Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption. Wednesday, February 19, 2020, 2:00 – 3:00 PM EST. Often, getting access to the data points that matter most early in the customer journey can be difficult. In this webinar, we will discuss how to: 1. Customer Success Around the Web.

Customer Success 52

Customer Success Chief Customer Officer 2020 Events 52

ChurnZero

AUGUST 14, 2020

Using third-party integrations to bring company-wide customer data into a central hub that’s designed to automate and optimize a Customer Success Manager’s output is when Customer Success really becomes a force to be reckoned with. Customer Relationship Management (CRM) Software. What is customer support software?

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

ChurnZero

FEBRUARY 7, 2020

Morgan writes, “Companies will think more about the help that customers actually need instead of simply finding new products to sell customers.” Achieving tangible customer outcomes will propel businesses forward—not touting shiny new product features. Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption.

Customer Success 64

Customer Success E Commerce 2020 E-support 64

SurveySensum

AUGUST 28, 2023

But what if there was a way for SaaS companies to make onboarding a breeze, ensuring that every customer’s journey begins with a smile? One of the key metrics used to gauge the effectiveness of onboarding is the Customer Effort Score (CES). Close the feedback loop by communicating the changes made to customers.

Demo 52

Demo Effort Score Workshop Feedback 52

Totango

SEPTEMBER 4, 2020

Tech-touch customer success solutions: Make Better Use of Customer and CSM Time. Provide Customers with Self-Sufficient Solutions. Improve the Enterprise/Customer Relationship. Tech-touch customer success focuses your relationship on the elements crucial to providing value to your customers.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value.

Webinar 62

Webinar Customer Success B2B NPS 62

ChurnZero

FEBRUARY 14, 2020

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. . Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption. In this webinar, we will discuss how to: 1. Customer Success Around the Web.

Net Promoter Score 64

Net Promoter Score Customer Journey Mapping Webinar B2B 64

ChurnZero

APRIL 8, 2020

Ultimately, if you’re looking to reduce churn and increase retention rates—and let’s face it, which SaaS company is not focused on these metrics?—developing developing customer advocacy is a must. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. Customer Success Around the Web.

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

ChurnZero

JULY 28, 2020

To delve deeper into growing customer relationships and their worth, Robbie Kellman Baxter, the leading expert on subscription and membership business models and author of The Membership Economy and the brand new book The Forever Transaction joined us for a webinar. If you missed the webinar, you can watch it on demand.

Banking 75

Banking Webinar Customers Metrics 75

ChurnZero

MAY 23, 2019

A high functioning Customer Success team not only proves itself by solving difficult issues, but by validating the reasons why the customer chose to do business with them in the first place. ? . Map Out Your Customer Journey (and Account for Detours!) . Upcoming Webinar. Customer Success Around the Web.

Net Promoter Score 40

Net Promoter Score Webinar Customer Journey Metrics 40

Kustomer

FEBRUARY 19, 2024

With Kustomer, CX managers can also create custom reports and track agent metrics down to the minute. This real-time insight enables teams to adjust their strategies or workflows immediately, ensuring that customer needs are met efficiently. Do You Know The Critical Metrics To Measure Your Customer Experience?

Social Media 52

Social Media Multi-Channel Omnichannel E-support 52

ChurnZero

FEBRUARY 5, 2020

Don’t wait too long- the call for speakers closes Friday, February 28, 11:55 PM EST. Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption. Wednesday, February 19, 2020, 2:00 – 3:00 PM EST. Often, getting access to the data points that matter most early in the customer journey can be difficult.

Webinar 64

Webinar Presentation 2020 Customer Success 64

SmartKarrot

JULY 28, 2022

Establish relationships with key customer stakeholders to drive further product adoption. Work with customers to develop a success plan that outlines how Continu will be addressing their critical needs both immediately and in the future that includes metrics for success.

Customer Success 19

Customer Success User Experience Roadmap Customer Relationships 19

ChurnZero

JANUARY 17, 2020

Factors like usage, account health or their position in the customer journey, enable Plays to target customer contacts with the right messaging at the right time. Rather than waiting to notice a customer in need, Plays automatically assign tasks and deliver emails based on your client’s position in their onboarding process.

Metrics 72

Metrics Customer Success Insights Webinar 72

Totango

JANUARY 7, 2020

Such goals need to be specific and might include the time taken to meet implementation timelines, the percentage of license utilization, and other metrics to ensure the organization delivers a great experience for new customers. Your Customer Onboarding Workflow Should Deliver Value.

Roadmap 72

Roadmap Customers Customer Success Metrics 72

ClientSuccess

AUGUST 14, 2019

These days, CSMs are brought in during sales conversations to answer questions and map out customer journeys, but they’re also heavily involved during onboarding, implementation, ongoing support, and expansion conversations. Make sure outside client metrics are clearly defined for all CSMs, if applicable. .

Metrics 40

Metrics Financial Customer Success Webinar 40

Totango

MARCH 7, 2019

Personalized messaging that addresses the interests and motivations of your lapsed customer can entice them to reconsider. You could offer discounted subscriptions, VIP support, free webinars or training sessions, and access to premium features as a way of luring customers back. Announce Improvements.

Social Media 76

Social Media Customer Success Webinar Customers 76

ClientSuccess

SEPTEMBER 26, 2019

But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. But how do you keep your existing customers coming back for more? Who are you talking to?

Customer Retention 49

Customer Retention Net Promoter Score Metrics Customer Success 49

Gainsight

JULY 6, 2021

In the introduction of “The Customer Success Professional’s Handbook,” Gainsight’s CEO, Nick Mehta, stated, Companies cemented in the past are still searching for ways to automate the humanity out of customer relationships. Gainsight is here to make your customer success journey simple.

Customer Success 73

Customer Success Customer Base Technology Webinar 73