ClientSuccess

JANUARY 12, 2022

Here are five key steps for designing a customer success executive sponsor program: Define your objective. As with any new customer-focused program, you must establish clear and measurable early goals. What is the value-add for a customer to actively participate? Benchmark and measure impact.

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Customer Success Webinar Measurement Leadership 75

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Gainsight

JUNE 13, 2023

Customer health scoring is a crucial tool for measuring and predicting customer sentiment, retention, and expansion. The discussion covered the essential features of a good scorecard, how to implement accurate measures across customer segments, and the role of CS Operations in supporting this critical company tool.

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E-support Measurement Webinar Customers 59

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full. Q: What’s the best way to know or measure if you’ve implemented an effective loyalty builder? Thank you, Tim Conder, and everyone who joined this webinar!

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Sales Customer Success Webinar Tourism 52

ClientSuccess

MARCH 1, 2022

Time to implementation, adoption rate, product usage rate, and sentiment are all metrics your team should start measuring as soon as day one to ensure you’re trending in the right direction. How is your team onboarding new customers? Webinar: How to Speed Up Onboarding, Reduce Churn, & Drive Sales/Success Alignment.

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Webinar Metrics Sales Customers 76

Experience Investigators by 360Connext

APRIL 28, 2020

The same is true for customer relationships. Knowingly or not, some organizations train customers not to take their word seriously, then wonder what’s wrong as the customers they have become the customers they had. Many have sent emails about those measures, but talk is cheap. Click To Tweet.

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Customer Journey Measurement Customers Brands 225

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

Webinar 65

Webinar Metrics Customer Relationship Management Leadership 65

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

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Webinar Metrics Customer Relationship Management Leadership 64

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. eBook: Customer Success Best Practices from 20+ Executives.

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Engagement Marketing Events Customer Relationship Management 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. Product or Customer Success.

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Customer Success NPS Webinar Net Promoter Score 87

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

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Customer Success Customers Measurement Communication 106

Team Support

JULY 22, 2020

Individual interpersonal relationships between an agent and a contact can be fantastic and help create fans within the company, but, far too often, when that internal “champion” at your customer company leaves so does the account. To avoid this, focus on customer relationship management , not individual relationship management.

B2B 52

B2B NPS Customer Relationship Management Customer Relationships 52

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Increase customer retention, lower churn.

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

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 adoption stage is the longest part of the customer journey.

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Customer Success Metrics Customer Journey Measurement 117

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. Well, businesses are evolving, as should the methods used to understand customer sentiment. Customer Effort Score (CES) This is a customer satisfaction hack, I must say.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

ClientSuccess

AUGUST 2, 2021

From the beginning of a customer relationship, CSMs should look for every opportunity to develop this kind of partnership to always feel trusted and respected. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

2021 68

2021 Customer Relationships Webinar Customers 68

ClientSuccess

SEPTEMBER 13, 2022

While NPS, customer sentiment, and adoption or usage rates are a great place to start, there are a ton of other more niche metrics – such as customer onboarding speed – that CSMs are also tracking to ensure success. Understanding customer onboarding speed. So, what is customer onboarding speed?

Metrics 76

Metrics Webinar NPS Customers 76

Gainsight

FEBRUARY 26, 2024

User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Creating a Cohesive, Measurable Digital Program When you think about your customers’ and users’ digital journeys, many touchpoints probably come to mind.

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NPS Touchpoint Customer Journey Effort Score 52

Alida

JANUARY 16, 2018

In The Total Economic Impact of Vision Critical , Forrester provides a framework for measuring the potential business impact of using an insight community in the Vision Critical platform. For example: 10.

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ROI Webinar Customer Centricity Download 100

Myra Golden

APRIL 11, 2023

This could include a knowledge base that provides quick access to answers and solutions and a customer relationship management (CRM) system that helps agents keep track of customer interactions and preferences. The webinar is free. When an agent says a checklist item, Balto hears it and automatically checks it off.

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Contact Center Average Handle Time Exceptional Customer Service Webinar 52

Gainsight

AUGUST 26, 2021

At the same time, however, the same metrics can also be used to track and monitor performance of customer relationships at a team or individual level. The data helps to add color to customer feedback and anecdotes, taking some of the subjectivity out of performance evaluations with consistent metrics across a team.

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Customer Success E-support Metrics Demo 52

ProProfs Chat

AUGUST 14, 2020

Another way to ensure your customers get timely responses for their questions is to make use of a live chat mobile app. Takeaway: By taking these measures you ensure that your customers get round the clock services. Webinar Registrations. Give a brief on what the webinar is about and what they’ll get as an outcome.

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Customer Journey Webinar Customers Brands 116

SurveySensum

SEPTEMBER 5, 2023

So now that we know how important it is let’s dive into the actionable insights that can help you deliver exceptional customer experience. Note: 91% of customers are more likely to make another purchase after a positive customer service experience. So, make sure you deliver the best customer service.

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Insights Customer Experience Metrics NPS 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.

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Customer Success Communication Customer Relationships Customers 63

ClientSuccess

JULY 13, 2021

By focusing on long-term relationship building as well as the day-to-day operations of ensuring these customer relationships run smoothly, CSMs can deliver the best of both. Webinar: How To Measure The Strength of Your Customer Relationships. Ready to learn more?

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Webinar Customer Relationships Customers Presentation 52

ChurnZero

FEBRUARY 11, 2020

It was a two-day event in Atlanta, where attendees got to hear perspectives from leading Chief Customer Officers on how to utilize the latest technology to wow your customers, different models and strategies to enact deep operational change and the tools you need to train, measure and encourage core soft skills.

Customer Success 52

Customer Success Chief Customer Officer 2020 Events 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 adoption stage is the longest part of the customer journey.

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Customer Success Metrics Customer Journey Measurement 62

ChurnZero

FEBRUARY 28, 2020

But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement. Customer Success Around the Web.

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Customer Success Webinar Customer Journey Customer Journey Mapping 64

Playvox

JANUARY 12, 2023

No matter where your team is located, it’s critical to maintain key performance indicators (KPI) and business metrics, including CSAT , NPS , Productivity (sometimes measured as Occupancy ), and Adherence. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective. Important KPIs To Track For Remote Agents.

Contact Center 69

Contact Center 2022 Metrics Article 69

Think Customers

AUGUST 30, 2021

In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon. After all, a truly good sale is about relationships, not products.

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B2B Sales 2021 ROI 59

ClientSuccess

NOVEMBER 15, 2022

This means reaching out and developing relationships with each person within the company–from top decision-makers down to influencers. To start, you should ask questions about what is most important to your customer–their team’s goals and KPIs, their own goals, and how they measure success.

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Customer Success Magazine Culture Social Media 74

Totango

AUGUST 14, 2020

Ultimately, you and your customer must create your own customer success definition that is measurable, flexible, and equates directly to real-world growth. Creating Better Customers, by Definition. The goal of this ongoing delivery of value is to create better customers.

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Customer Success Definition Customer Journey Customers 76

ChurnZero

FEBRUARY 14, 2020

Catching a customer by surprise with a kind act spurs an affinity that can transcend poor experiences and preconceived notions. Relationships need to be nourished and nurtured. 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. .

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Net Promoter Score Customer Journey Mapping Webinar B2B 64

ChurnZero

JULY 9, 2020

in their article on which emotions make successful customer relationships. Networking events paired with open discussions or learning sessions cultivate community and teachable moments – a strong combination to fortify your relationships. . Customers associate those positive feelings with your brand and its equity increases.

Marketing 64

Marketing Webinar Reference Events 64

Gainsight

APRIL 18, 2022

Interestingly, despite the overwhelming proof that customer success has a rightful place in business, especially in times of rapid growth, some remain unconvinced. This issue was the recent focus of a Gainsight webinar hosted by Adam Joseph, Regional VP-EMEA, and guest Ian Anis, Regional VP of European Customer Success at Tableau.

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Customer Success Metrics 2003 Webinar 52

Clarabridge

AUGUST 26, 2015

With a CEO-backed program, you can help transform your company culture into one with a customer-first mind-set. Front-line employees need to see the value in your initiative as well, as they are the ones who can enact change and personalize the customer relationship.

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CEM Webinar Healthcare Social Media 70

CustomerSuccessBox

APRIL 6, 2022

Instead, customer success teams can set up a system for measuring and grading client accounts to see if they’re ready for an aha moment (such as a free service or gift) and what the ROI will be. Customizing Customer Engagement, Conversation, and Collaboration. Inviting customers to webinars and events.

Customer Success 52

Customer Success Customers Innovation ROI 52