ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Here’s why. Sometimes, you get forced.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Gainsight

MARCH 26, 2024

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. Filley’s first priority was understanding the health of the customers in her book of business.

Customer Success 52

Customer Success Document Webinar Metrics 52

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. What, why, and how are you going to solve the problem at hand needs to be explained.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey.

Sales 90

Sales NPS Customer Journey Customer Success 90

Totango

APRIL 26, 2019

Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer onboarding is the period after purchase when your customer is getting to know your product.

Metrics 90

Metrics Measurement Customer Journey Customer Success 90

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

Totango

OCTOBER 27, 2021

For instance, try including relevant metrics, KPIs or trends in your email that recap the challenges they started out with and how far they’ve come (i.e. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 91

Customer Success Metrics Customers Engagement 91

Answer Dash

DECEMBER 7, 2019

Let’s explore what customer experience means, and how to measure your key customer experience metrics. What’s Customer Experience? Upon entering, you smell the stench of cigarettes in the air, so you return to the front desk and explain that you forgot to request a non-smoking room.

Metrics 79

Metrics Measurement Customer Experience Net Promoter Score 79

CSM Magazine

DECEMBER 6, 2023

It also requires a well-trained team that understands the value of customer success and has the skills and knowledge to deliver it consistently. In this article, we will explore why investing in customer success training is a smart decision and the benefits it can bring to your business. Let’s get started! The result?

Customer Success 52

Customer Success Exceptional Customer Service Social Media Customer Satisfaction 52

Experience Investigators by 360Connext

MARCH 8, 2021

That’s a great way to introduce the idea and importance of customer experience. Educational topics for this first step in the learning path could include: Customer experience: the end-to-end journey between us and our customers. What customer experience success looks like at (BRAND). Service blueprinting.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Gainsight

OCTOBER 5, 2021

And how has customer success evolved since its introduction in 2013? The evolution of customer success happened in three stages, and each played a critical role in where we’ve been and where we’re going. Allow us to explain. Shift One: A Change In Customer Experience. So how did we get here?

Customer Success 45

Customer Success 2013 2007 2014 45

Totango

OCTOBER 27, 2021

For instance, try including relevant metrics, KPIs or trends in your email that recap the challenges they started out with and how far they’ve come (i.e. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 72

Customer Success Metrics Customers Engagement 72

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Interview customers about how your organization has lived up to the mission. Show how your customers benefit from the promise of your brand, and how that shows up in their journey. Explain success. What does it mean for your organization to succeed at customer experience? Did CSAT get better?

Communication 178

Communication Customer Experience Customer Journey Mapping Net Promoter Score 178

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR. It starts by understanding why customer success is important.

Customer Success 52

Customer Success B2B Customers Metrics 52

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Customers will respect and trust you infinitely more when you’re upfront with them.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

CustomerSuccessBox

FEBRUARY 28, 2022

Undoubtedly, this change has crept into the Customer Success world as well. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. As a Customer Success professional, you’d know how difficult it is to expand your customer base.

Customer Success 52

Customer Success Customer Engagement Sales Customer Journey 52

Feedbackly

DECEMBER 2, 2022

Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. Limitations of other CX metrics. The shift from products to experiences.

Net Promoter Score 98

Net Promoter Score NPS Metrics Customer Journey 98

Totango

OCTOBER 27, 2021

For instance, try including relevant metrics, KPIs or trends in your email that recap the challenges they started out with and how far they’ve come (i.e. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 62

Customer Success Metrics Customers Engagement 62

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial. 6 Focus areas for a Customer Success Team or a Customer Success Leader.

Customer Success 52

Customer Success 2021 Measurement ROI 52

Education Services Group

SEPTEMBER 15, 2020

You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ It’s about gaining insight into customer engagement to understand how they’re interacting with your company. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Customer Engagement Measurement Engagement 52

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. Customer Success Skills. Data Management.

Customer Success 72

Customer Success Books Definition Customers 72

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success Culture Leadership Customers 98

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success E Commerce 2020 E-support 64

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

Gainsight

NOVEMBER 13, 2023

Once seen as a support mechanism primarily for B2C enterprises, it’s now recognized as a pivotal strategy for fostering lasting success in B2B businesses and beyond. It unveils a roadmap, explaining how to seamlessly integrate a community into the heart of the Customer journey. Let’s take a closer look.

Engagement 52

Engagement B2C Books Roadmap 52

Gainsight

AUGUST 26, 2022

This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. And for the next two days, we saw that not only do other SaaS executives agree, but they also have implemented processes to make the collaboration successful. .

2022 52

2022 Customer Journey Customer Success Roadmap 52

Feedbackly

JUNE 21, 2023

It can give businesses an accurate projection of how customers perceive their brand and make necessary improvements to attract and retain customers. The Emotional Value Index (EVI®) is the metric used to measure EE. Evaluate your Customer Experience (CX) strategy Is your CX plan performing well?

Measurement 95

Measurement Loyalty Programs Metrics Touchpoint 95

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

Retently

JULY 28, 2023

The Chief Experience Officer is supposed to find a way to centralize all the customer data in a company so that all the relevant departments have a 360-degree view of their customers’ needs and pain points. The most well-known and trusted CX metrics are NPS , CSAT , and CES.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Kustomer

AUGUST 4, 2022

Customer service leaders have a lot of data to track and interpret, and a good customer satisfaction score is one of the important metrics to keep an eye on. But these satisfaction metrics aren’t just for evaluating the efficacy of support agents. What Are the Benefits of Monitoring Customer Satisfaction?

Net Promoter Score 98

Net Promoter Score Effort Score Customer Satisfaction NPS 98

SmartKarrot

FEBRUARY 28, 2023

Role: VP, Customer Success Location: Toronto, ON, Canada (Remote) Organization: Affinity.co As a VP, Customer Success you’ll assemble, nurture, and keep a top-notch team. Metrics at every level of the company that define success for our clients are established. Create a world-class client success team.

Customer Success 19

Customer Success Roadmap Customers ROI 19

Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Yet, somehow these departments have been separated.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74

SmartKarrot

MAY 13, 2022

Role: Director of Customer Success Location: New York, NY, US Organization: CyberRisk Alliance As a Director of Customer Success, you will mentor, train, and inspire a team of high-performing Customer Success Managers. Solve customer issues, handle customer escalations, find solutions, remove roadblocks.

Customer Success 19

Customer Success Webinar Customers Customer Journey 19

Totango

SEPTEMBER 20, 2022

Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. What Is Customer Enablement In Business? Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product.

B2B 83

B2B Net Promoter Score Social Media Customer Success 83

Totango

JULY 29, 2022

Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. . Customer Expansion at its Core .

Metrics 112

Metrics Customers Consumers Customer Base 112

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. What was particularly great to see was the amount of Customer Success content that was structured into the programming.

2019 74

2019 Customer Success Technology Competitive Advantage 74

Lumoa

FEBRUARY 28, 2023

In this post, you’ll learn why customer feedback is integral to your business’s success. We’ll explain how to create a customer feedback strategy that collects customer feedback and creates a smart action plan that drives business results. Each of these should be incorporated into your customer feedback strategy.

2023 83

2023 Feedback Net Promoter Score NPS 83