CSM Magazine

FEBRUARY 3, 2023

Customers in a recession are more hesitant than ever to take the plunge with a new product or provider, so it takes more effort and resources to convert them than during a healthy economic environment. Some customers drop out of the market entirely. It’s clear, customer acquisition is not where our focus should be in 2023.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. In this customer-centered economy, a lapsed customer could represent years of lost renewal opportunities.

Management 106

Management B2B Seminar ROI 106

SmartKarrot

AUGUST 25, 2022

Role: VP of Customer Success Location: Remote, United States Organization: Infogrid As a VP of Customer Success, you will ensure Infogrid’s customers achieve high rates of product adoption, realize significant value, thereby leading to high net dollar retention.

Customer Success 19

Customer Success Leadership Sales ROI 19

SmartKarrot

APRIL 6, 2021

If you are a customer success leader who’s being forced to use a sales tool that wasn’t built for you in the first place, we get you. how to sell your customer success tool to them. how to sell your customer success tool to them. The Impact of selling a customer success software to the C-suite.

Customer Success 18

Customer Success Chief Customer Officer Touchpoint Customer Retention 18

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Gainsight

DECEMBER 28, 2022

To help you prepare for the mindset shift and future financial uncertainties, Gainsight published a new ebook, The Essential Guide to Budgeting for Customer Success and Durable Growth. Position Customer Success (CS) as an Efficient Growth Engine . Customer Success teams. . Ready to learn how?

Customer Success 52

Customer Success Customer Retention Financial ROI 52

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Netflix and Net Retention. What an important and exciting justification for the existence of CS—the effect on customer retention and net dollar retention (NDR).

Entertainment 98

Entertainment Customer Success Events ROI 98

Gainsight

JUNE 23, 2022

I missed the 1929 Wall Street crash, but I’ve lived through many of the big ones since then–the dot-com crash, 9/11, the GFC (Global Financial Crisis), and the more recent Covid-19 crash. Varying impact on sales and customer retention from issues in your client base or industry. Pooled approaches to customer success.

Financial 52

Financial Chief Customer Officer 2022 2008 52

Gainsight

OCTOBER 30, 2018

That means for every customer you allow to churn, you’re not just sacrificing the potential revenue they could bring in, but also the money you already invested to get them as customers. Focus on clearly demonstrating the ROI that your service has delivered and you can avoid significant losses when it comes time for renewals. #2:

ROI 61

ROI Customer Retention Social Media Roadmap 61

ChurnZero

JUNE 14, 2023

For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” Operationalize your customer success team.

2023 52

2023 Customer Success Competitive Advantage Roadmap 52

SmartKarrot

JANUARY 20, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Lockstep As a Vice President of Customer Success, you will manage all aspects of the Customer Success team at Lockstep. Build, recruit, retain, and grow a team of great customer success representatives.

Customer Success 10

Customer Success Banking ROI Webinar 10

CSM Practice

JANUARY 13, 2021

We’ll start with the basics and cover the different components of the renewal process, such as: The Customer. What Is the Renewal Process for Customer Success? The renewal process for customer success is the process of accessing and transacting the known renewal opportunities over a fixed period. Technology.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. .

ROI 64

ROI Customer Success Customer Centricity Voice of Customer 64

SmartKarrot

JUNE 30, 2020

Are you looking to set up ‘KRAs for your customer success managers’? . I n the SaaS world, your customers are paying for the experience that your product, services , and people offer. So, what drives a happy relationship with your customers and keeps them sticking with you through thick and thin? Well, let’s reword that.

Customer Success 10

Customer Success Metrics Reference Measurement 10

SmartKarrot

APRIL 14, 2020

Role: Customer Success Manager – Prisma Access / SaaS Location: Munich, Bavaria, Germany. Organization: Palo Alto Networks As a Customer Success Manager, you are a critical part of their customers’ adoption of security integrations. Apply here: [link]. Apply here: [link]. Apply here: [link].

Customer Success 8

Customer Success Consulting Customers ROI 8

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. .

Customer Retention 52

Customer Retention Metrics Measurement B2B 52

CSM Practice

JULY 6, 2020

At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn. SaaS businesses that thrive during this period not only retain their customers but also sell more of their services to them.

Customer Success 71

Customer Success Sales Connections Customer Base 71

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. .

ROI 48

ROI Customer Success Customer Centricity Voice of Customer 48

ChurnZero

AUGUST 31, 2018

Automated alerts from a Customer Success platform can provide early indicators that could help you save an account, present opportunities to expand the account, and in general allow you to be proactive in contributing to your Customer’s Success. Customer Education: The Secret to Scale in Customer Success.

Net Promoter Score 45

Net Promoter Score Webinar Customer Success 2018 45

Gainsight

MAY 6, 2020

The effects are increased pressure on customer retention, upsells, and expansion. This realization has caused many of our customers to declare “Thank God we have Gainsight right now!” [*actual customer quote]. Perhaps you have investigated Customer Success technology in the past but decided the timing was not right.

Technology 52

Technology Customer Success Return on Investment ROI 52

CSM Practice

JULY 6, 2020

At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn. SaaS businesses that thrive during this period not only retain their customers but also sell more of their services to them.

Sales 71

Sales Customer Success Connections Customer Base 71

Solvvy

OCTOBER 25, 2022

While overall satisfaction provides insights into customer loyalty and future purchases, it also gives you an idea of the “brand ambassadors” engaged in word-of-mouth marketing. . Customer Satisfaction Index vs. Customer Satisfaction Score. Financial services, 90%. Customer service KPIs include: .

Customer Satisfaction 62

Customer Satisfaction Measurement NPS Metrics 62

CustomerSuccessBox

MARCH 7, 2022

Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. According to a research study, a mere 5% increase in customer retention can lead to a 25% increase in company profits. What is the Renewal process in customer success?

Customer Retention 52

Customer Retention Financial Customer Success Sales 52

ProProfs Chat

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

SmartKarrot

APRIL 17, 2023

Maximizing Customer Success Through AI Virtual Assistant Adoption AI virtual assistants have become increasingly popular in recent years, and for good reason. They have the potential to significantly enhance the customer experience and maximize customer success.

Communication 10

Communication ROI Customer Satisfaction User Experience 10

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever. So, let’s look at those trends here.

2021 10

2021 Customer Service Net Promoter Score ROI 10

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever. So, let’s look at those trends here.

2021 10

2021 Customer Service Net Promoter Score ROI 10

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. Jason: The company ones are easier to track, and those can be more the financial or service level ones.

Customer Success 98

Customer Success Customers Metrics Financial 98

Thematic

MARCH 27, 2024

Analyzing this data helps you identify the specific areas where customer experience is faltering, empowering you to take targeted action to prevent customers from leaving in the future. Proactive vs. Reactive Customer Retention Without a churn risk model , your approach to customer retention remains reactive.

Feedback 62

Feedback Net Promoter Score Customer Centricity Customers 62

Confirmit

DECEMBER 5, 2018

What is Customer Success (CS)? Customer Success can be defined as an organization’s approach to ensuring their products and/or services can deliver the right business outcomes for their customers. Why is Customer Success Important? What is the Definition of Customer Success Management?

Customer Success 40

Customer Success Definition Touchpoint Metrics 40

Amity

FEBRUARY 21, 2018

So, you want to pursue a career in Customer Success? With more companies understanding the value of a retention-first approach, the field keeps on getting hotter and hotter by the day. Based on their extensive jobs landscape data, LinkedIn even identified Customer Success Manager as the third most promising job of 2018.

Customer Success 77

Customer Success Net Promoter Score Measurement Leadership 77

Retently

AUGUST 3, 2023

Customer loyalty can be defined as the long-term inclination of customers to stick to your brand, despite existing alternatives. It goes beyond customer satisfaction and can heavily impact how buyers make decisions. Unlike traditional marketing channels like advertising, referral marketing has a much better impact and ROI.

Customer Experience 148

Customer Experience Net Promoter Score Social Media Reference 148

Totango

SEPTEMBER 1, 2020

Miscommunication, forces beyond your control, or differing expectations take their toll on even the most customer-centric of Customer Success teams, and eventually everyone encounters a customer they cannot please. Renewal Is a Product of the Customer Experience. Ways to Predict Customer Churn.

Net Promoter Score 105

Net Promoter Score NPS Seminar ROI 105

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

2016 80

2016 Customer Success Webinar Customers 80

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Gainsight

OCTOBER 22, 2020

But merely identifying those indicators is not enough – it’s essential to have a system in place to monitor for these signals and automatically alert your customer success team when they appear. This system should also understand which signs are most important or indicative of customer health, and treat those signals differently. .

Customer Base 59

Customer Base Return on Investment NPS Metrics 59