Totango

SEPTEMBER 4, 2020

It is the process of turning reliable customer data into meaningful customer interactions that produce value. When your enterprise adopts a tech-touch digital strategy, it begins to evolve a scalable, measurable approach to customer success that increases customer retention.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

Gainsight

OCTOBER 30, 2018

Depending on how long your contracts are, you may not realize you have a problem with your customer journey until it’s too late. Mitigate churn risks by paying close attention to your customers’ desired outcomes before and during their use with your product. What is a Customer Retention Rate and How do I Calculate It?

ROI 61

ROI Customer Retention Social Media Roadmap 61

SmartKarrot

APRIL 15, 2022

As a Vice President of Customer Success, you will drive customer success outcomes by influencing product adoption, customer satisfaction, and overall customer success. Define & optimize the customer journey. Lead Customer Success staff, activities and establish an overall vision and strategic plan.

Customer Success 19

Customer Success Return on Investment Webinar Leadership 19

ChurnZero

AUGUST 31, 2018

Net Promoter Score – The score your customers give you can be very telling. Set up an alert to let you know when a customer becomes a Detractor, passive, or Promoter. Check and Balances – Should a field on the account be updated by a specific point in the customer journey or an opportunity created but is still missing?

Net Promoter Score 45

Net Promoter Score Webinar Customer Success 2018 45

CSM Practice

JULY 6, 2020

Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. It will also help strengthen customer engagement and better customer journeys throughout the crisis. 3. Changing Customer Priorities. 3. Greater ROI. Webinar Marketing.

Sales 71

Sales Customer Success Connections Customer Base 71

CSM Practice

JULY 6, 2020

Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. It will also help strengthen customer engagement and better customer journeys throughout the crisis. 3. Changing Customer Priorities. 3. Greater ROI. Webinar Marketing.

Customer Success 71

Customer Success Sales Connections Customer Base 71

SurveySparrow

MARCH 29, 2023

With the increasing number of eCommerce stores, business owners should find ways to streamline the experience of their customers. This is where mapping the ecommerce customer journey becomes important. The typical ecommerce customer journey can take days, and it can involve multiple channels.

Customer Journey 52

Customer Journey 2023 Customer Journey Mapping Touchpoint 52

SmartKarrot

NOVEMBER 6, 2020

Apply here: [link] Role: Vice President of Customer Success Location: San Francisco Bay Area, US Organization: tray.io Collaborate with Client Experience in local client communication needs and advocacy/loyalty programs (including events, webinars, newsletters, etc.).

Customer Success 8

Customer Success ROI Loyalty Programs Webinar 8

SmartKarrot

MAY 19, 2021

Tech-touch customer success is goal-oriented and data-driven. It focuses on turning customer data into meaningful customer interactions that offer value. A tech touch strategy is one that is measurable, scalable, and increases customer retention. Digital tech solutions are the key in customer success efforts.

Customer Success 10

Customer Success B2B Customer Satisfaction Communication 10

Gainsight

DECEMBER 15, 2023

Check out new ebook, How to Speak CFO: Real-World Tips for Communicating the ROI of CS the Budget Hawks of Your Business To dig deeper into this topic, Remco de Vries, VP, Global Demand Generation, Gainsight, recently sat down with Rav Dhaliwal, Investor, Board Member, Venture & Limited Partner at Crane Ventures.

Leadership 52

Leadership Sales Call Recording 2023 52

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

ChurnZero

MAY 17, 2019

Research has shown that the trend towards connecting Customer Success to revenue is growing ever stronger, but there is still much to be done. To delve more into this idea, earlier this week we partnered with the Customer Success Association to bring you a webinar on the topic of – The Case for Billable Customer Success.

Customer Success 64

Customer Success ROI Webinar Sales 64

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.

Net Promoter Score 104

Net Promoter Score NPS Seminar ROI 104

CustomerSuccessBox

DECEMBER 24, 2021

Highlight the ROI or the value that they received or the positive impact that your product was able to offer. Reimagining the way processes work can tremendously improve customer experience. This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression.

Customer Success 52

Customer Success Chief Customer Officer Customer Journey Mapping Touchpoint 52

Pointillist

NOVEMBER 11, 2019

Source: Call Centre Helper webinar: Improving First Contact Resolution At first glance, it seems that a system-based approach would produce accurate results. Contact centers today have data to determine the aggregate customer movement, but not nearly enough insights into cross-channel customer journeys.

Call Center 74

Call Center Metrics Multi-Channel Banking 74

ChurnZero

DECEMBER 16, 2022

In our webinar, “ Focusing on ICBs to accelerate user adoption and success ,” Jason shares strategies for mapping and rewarding ideal customer behaviors to drive adoption, product engagement and customer retention. How can you work collaboratively to request that behavior from customers and incentivize it and track it?

Customer Success 98

Customer Success Customers Metrics Financial 98

Amity

FEBRUARY 2, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. • Webinars.

2016 80

2016 Customer Success Webinar Customers 80

Thematic

MARCH 29, 2020

That is, they need to be convinced that what you are sharing with them will not only help the company and the customer, but that the insights will allow them to do their job more successfully. Tip: Our webinar “Proving the ROI of CX ” has 5 keys for turning insights into action and influencing stakeholders.

Feedback 111

Feedback E-support Metrics Insights 111

SmartKarrot

JANUARY 27, 2022

Reasons account-based intelligence compliments customer success. Customer success is defined as proactively expecting customer questions and challenges to find solutions. The intention is to ensure customer retention and reduce churn by ensuring clear communication and support.

Sales 10

Sales Customer Success Marketing ROI 10

SmartKarrot

OCTOBER 13, 2022

Customers’ perception of the feature’s value must also be clear for customers to decide which feature to buy. QBRs are ideal for sharing growth strategies that will speed up the customer’s achievement of their business goals if you can communicate the ROI of your product. Product Trials/Beta Programs.

Customer Success 10

Customer Success Management B2B Presentation 10

CustomerSuccessBox

NOVEMBER 24, 2021

These reasons give a glimpse of why creating and proving customer value is extremely important. ROI of Customer Value. A sure shot way to prove value to customers is to quantify it. Yet, many Customer Success Managers find it difficult to calculate the ROI (return on investment) of Customer Value.

ROI 52

ROI Poor Customer Service Social Media Net Promoter Score 52

Solvvy

SEPTEMBER 17, 2022

Podcast and webinar recordings. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. For many customers, consistency must be a given. Enables Successful Customer Journeys. How to Build a Customer Service Knowledge Base.

Customer Service 62

Customer Service E-support Article Document 62

Thematic

NOVEMBER 13, 2018

And, customer feedback can help lessen what it costs to retain buyers, as companies that actively engage in VOC programs spend 25% less on customer retention than those that don’t, according to Gartner research. This section is courtesy of our webinar with Lynn Hunsaker. VOC is also a good complement to other insights.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101