ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Totango

OCTOBER 2, 2020

The key to retaining your customers during market uncertainty is converting the breadth of the customer journey into actionable, measurable goals and KPIs. Maintaining strong customer relationships is the key to the long term success of both your customers and your organization. Personalize communications.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

Gainsight

APRIL 21, 2022

Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Customer success! According to the 2020 Forrester report, The Business Case For Customer Success Management, customer success plays a critical role in retaining customers.

2021 52

2021 2022 2020 Chief Customer Officer 52

SurveySensum

MARCH 4, 2021

She has over 20 years of experience in delivering CX success for local, pan African, and international organizations. CX metrics and it’s measurables. It is always recommended to start with the Voice of the Customer (VOC) but that’s incorrect. It tells you how to measure success. You provide the value.

Metrics 52

Metrics ROI Measurement Voice of Customer 52

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. Customer Success Leaders Share Best Practices.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization. Should Customer Success report to Sales?

Definition 65

Definition Customer Success Chief Customer Officer Workshop 65

Totango

APRIL 2, 2019

Through customer journey mapping. By mapping the customer journey stages, you can visualize the customer success cycle from the customer’s point of view, including their perceptions of received value and the actions customers take as a result. The Customer Journey Stages, Step by Step.

Customer Journey 107

Customer Journey Customer Journey Mapping Events Demo 107

ClientSuccess

AUGUST 27, 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 40

Customer Success Culture Books Blog 40

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. If you’re on Reddit, you should definitely join!

Chief Customer Officer 52

Chief Customer Officer NPS Metrics ROI 52

CustomerSuccessBox

SEPTEMBER 29, 2022

This refers to how quickly a product would help them solve their problem and get a good return on their investment (ROI). Customer relationships get stronger as you resolve issues more quickly as a company. We will also go through how you can measure time to value in your company. Customer Success and Time to Value.

Metrics 52

Metrics Return on Investment B2B Customer Relationships 52

Amity

MAY 5, 2017

Wynne Brown is the Director of Customer Success at Seal for the West and Central regions. Prior to joining Seal, Wynne was the head of Customer Success for GitHub. Wynne’s career has spanned the entire customer lifecycle at cutting edge start-ups such as BaseCRM and Coupa.

Document 73

Document ROI Measurement Customer Centricity 73

ProProfs Chat

APRIL 17, 2020

In one of the surveys too, 47% of business owners find customer satisfaction to be one of the most important metrics to measure success. In this thorough guide, you’ll come across: Different SaaS customer success metrics. How to calculate metrics to measure customer success properly.

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

ProProfs Chat

JANUARY 24, 2020

According to the Cambridge English Dictionary , customer advocacy can be defined as: “A way of doing business wherein the company knows how essential it is to keep customers delighted by: . So, if you wish to measure a company’s customer advocacy, the first question you must ask is: Would I recommend this company to a friend?

Marketing 103

Marketing Social Media E Commerce ROI 103

SmartKarrot

MAY 12, 2020

Before starting the difference between customer success vs. customer service, you might be wondering the definitions of these two terms would be as simple, right? Now, starting with the definition aspect, let’s begin with Customer Success. Return on Investment or ROI. Recruitment Aspect.

Customer Success 10

Customer Success Customer Service Definition Return on Investment 10

CustomerSuccessBox

JUNE 17, 2022

Product analytics is the process of evaluating how your customers or users engage with your product. It, ultimately, helps customer success managers to drive product adoption among the users. Product analytics enables you to track, visualize and evaluate real-time customer engagement and behavioral data.

Metrics 52

Metrics Customer Engagement Interaction Customer Journey 52

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. Top Picks: Simplifying Customer Success.

Chief Customer Officer 52

Chief Customer Officer 2021 Customer Success Sales 52

SmartKarrot

APRIL 22, 2021

Customer Success as a function is highly misunderstood. The recurring models and customer management requires a skill set that will help reduce customer churn. However, the role has changed with every company almost hiring a Customer Success Manager. The three objectives of customer success are-.

Customer Success 10

Customer Success Definition Customers Metrics 10

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? There’s definitely confusion around these terms right now. I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles.

Webinar 54

Webinar Management Touchpoint Customer Journey 54

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. The following is what she has to say.

Management 52

Management Customer Success 2013 Metrics 52

Gainsight

MAY 13, 2020

Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together. Vision and voice of the customer have made us the leader among customer success software vendors.

Reference 59

Reference Innovation Roadmap Customer Journey 59

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? There’s definitely confusion around these terms right now. I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? There’s definitely confusion around these terms right now. I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Amity

JULY 7, 2017

The Customer Story. The Customer Story may be the most important story that you’ll ever tell or read as a Customer Success Manager. A few key metrics are: Average time to successfully onboard (the definition of “success” should be set with your customer). Let’s get started!

Events 80

Events NPS Metrics ROI 80

SmartKarrot

JULY 31, 2020

Your customer’s business has to grow along with yours for you to keep doing business with them. This thought brings a very important topic of customer success into picture. So let’s examine it, what is customer success. Understanding Customer Success. Benefits of Customer Success.

Customer Success 10

Customer Success Sales Customers Customer Relationships 10

Amity

FEBRUARY 14, 2018

The Customer Story. The Customer Story may be the most important story that you’ll ever tell or read as a Customer Success Manager. A few key metrics are: Average time to successfully onboard (the definition of “success” should be set with your customer). Let’s get started!

Events 69

Events NPS Metrics ROI 69

SmartKarrot

FEBRUARY 23, 2022

At first glance, this may seem like the loss of the customer but eventually, it is the loss of the company because when customers do not get an adequate return on investment they are more likely to cancel the subscription. The definition of consumption gap. This will be their first tool in bridging the consumption gap.

Customer Success 10

Customer Success Management Return on Investment Document 10

Gainsight

APRIL 26, 2019

In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. In a lot of ways, customer success is growing up. Customer Success 2010.

Leadership 79

Leadership Customer Success 2010 2020 79

SmartKarrot

JUNE 12, 2020

At the 2015 conference, Jason Lemkin famously said that “Customer Success is where 90% of the revenue is.” Renewals, upsells, and cross-sells will help with customer success, which is why they will continue providing you with more revenue. Here is how the customer success sales function differs from others.

Sales 10

Sales Customer Success Net Promoter Score Metrics 10

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Customer Success 52

Customer Success Metrics Document Customers 52

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. Know your North Star KPI Setting up CS team as per those KPI Choose the right CS tool Track, Measure, Improve and build collaborative teams. These actionable points are powerful enough to turn around your CS business’s ROI!

Customer Success 59

Customer Success Metrics Measurement Customers 59

ClientSuccess

OCTOBER 5, 2020

If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI?

Customer Relationship Management 80

Customer Relationship Management ROI Customer Relationships Management 80

SmartKarrot

FEBRUARY 19, 2021

This holds true even for building an effective business case for customer success. Let’s look at them individually in the context of customer success. If your company has not yet started its customer success program, there would definitely be a lot of opportunities to optimize your revenues.

Customer Success 10

Customer Success Document ROI Customers 10

Gainsight

MARCH 19, 2020

Let’s start by acknowledging that Customer Success teams always have the coolest people in the company. They are kind, optimistic, helpful, and they take really good care of customers. Definitely invite someone from CS. Success leaders usually manage more revenue than anyone else at the company. Account executive.

Sales 59

Sales Marketing Metrics ROI 59

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Q: What type of activities do you categorize as Customer Success?

Customer Success 64

Customer Success ROI Webinar Sales 64

Gainsight

SEPTEMBER 13, 2019

Customers would listen to the value propositions our marketing and sales team were saying, sign on the dotted line without using the product, then have a massive expectation gap on what they were purchasing versus what they received. This led to challenges on the post-sale side of customer success. That’s one myth.

Sales 65

Sales Roadmap ROI Webinar 65

Amity

MAY 3, 2017

” You want to move towards proactive customer success, proactive insights on adoption, and proactively anticipating customers’ future needs. The definition of proactive, per Google, is: “creating or controlling a situation by causing something to happen rather than responding to it after it has happened.”

Net Promoter Score 57

Net Promoter Score Definition Metrics ROI 57