Gainsight

AUGUST 26, 2021

This is where elements and best practices refined for customer success can be focused inward for employee success too, helping your organization evaluate how your staff is performing across all dimensions and how your organization is doing with supporting them. So what does that mean in practice? Ready to take the next step?

Customer Success 52

Customer Success E-support Metrics Demo 52

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle.

Customer Success 52

Customer Success Customer Journey Customer Confidence Travel 52

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 97

Innovation Customer Success Document Government 97

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 80

Customer Success Customer Journey Customers Engagement 80

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. In our field, the composition of Customer Education teams can vary wildly. Maybe both?

Customer Success 52

Customer Success Management Customers 2015 52

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Customer Success 87

Customer Success Management Sales Measurement 87

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product.

2022 83

2022 Customer Success Insights Customer Journey 83

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journey 142

Customer Journey NPS Demo Customer Satisfaction 142

CustomerSuccessBox

MARCH 23, 2022

As a Customer Success Manager , your main goal is to ensure that your customers have a great experience. And to make sure that your customers get the maximum value out of your product. While a day in the life of a Customer Success Manager (CSM) is imaginably packed with a lot of meetings with customers.

Customer Success 52

Customer Success Customers Document Demo 52

Gainsight

AUGUST 24, 2021

One powerful way to inspire, inform, and motivate your organization to reach this next level of customer satisfaction is with deeper integration of sales staff with your organization’s customer success program. Form a holistic view of the customer experience. Introduction.

Sales 52

Sales Customer Success E-support Demo 52

Totango

APRIL 11, 2019

This is certainly true of the customer success health scores used to monitor the status of customers. When a health score indicates that a customer requires attention, you also need to know what went wrong and how to fix it. What is a Customer Success Health Score? Use a Customer Success Platform.

Customer Success 87

Customer Success Metrics Measurement Customers 87

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Success 65

Customer Success B2B Customers Customer Service Representative 65

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. Another area of customer support KPIs to measure and monitor is employee satisfaction.

Net Promoter Score 102

Net Promoter Score Measurement Customer Retention NPS 102

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

Customer Success 106

Customer Success Management Sales Customers 106

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 71

Customer Success Management Net Promoter Score Metrics 71

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. While it may still be too early to measure the full impact of this strategy, the early indicators are encouraging.

Sales 90

Sales NPS Customer Journey Customer Success 90

Totango

DECEMBER 3, 2019

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. What Do Customer Success Managers Do?

Customer Success 71

Customer Success Management Metrics Customer Journey 71

Gainsight

SEPTEMBER 5, 2021

That is why many companies are turning toward customer success platforms to provide the structure, data analytics, and other features they need to measure the performance of their channel partners in delivering for their customers. Why weave channel partner customer experience data into your customer success platform?

Customer Success 52

Customer Success Metrics Customers Demo 52

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. The goal of customer success is to generate recurring revenue by creating customer lifetime value. The goal of customer success is to generate recurring revenue by creating customer lifetime value.

Metrics 73

Metrics Customer Success ROI Measurement 73

SurveySparrow

JANUARY 22, 2020

You can completely erase such a possibility by resorting to a good customer success platform. What is a Customer Success Software? What are the benefits of a good customer success software? What are the benefits of a good customer success software? Hyper-target customers.

2020 72

2020 Customer Success Demo Definition 72

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 63

Customer Success Management Net Promoter Score Metrics 63

Totango

DECEMBER 19, 2019

Time to value (TTV) in customer success is quickly becoming one of the most important aspects of building and maintaining mutually beneficial growth, as well as a KPI for company performance. What Time to Value in Customer Success Means. Customers have specific goals to drive the growth and success of their enterprise.

Customer Success 71

Customer Success Customers Measurement Customer Journey 71

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success E-support Net Promoter Score 59

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Customer Success 71

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 71

Totango

MARCH 21, 2019

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.

Customer Success 86

Customer Success 2019 2020 ROI 86

Totango

DECEMBER 17, 2019

Keeping track of all of these engagements can be daunting, but effective communication and making customer information transparent and accessible throughout the company ensures an excellent experience. As such, you need to develop an intelligent customer success workflow that will streamline, standardize, and support CS efforts. .

Customer Success 62

Customer Success Events Voice of Customer Customer Journey 62

Totango

MAY 14, 2019

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? Choose Customer Success KPIs Tailored to Your Customers.

Customer Success 93

Customer Success Metrics Measurement Customer Satisfaction 93

Totango

FEBRUARY 28, 2019

The adoption phase is your opportunity to nurture your customer relationship and establish a recurring revenue cycle driven by a commitment to customer growth. As a manager, your focus in the adoption phase should be on using the customer success platform to monitor three key questions: Is the customer using the product?

Metrics 83

Metrics Customer Success ROI Measurement 83

LiveChat

SEPTEMBER 5, 2018

Recording or hosting live product demos is a great way for inbound sales teams to better connect with customers. No matter what you sell, the product demo can move a lead along by showing the range of features and benefits in one comprehensive experience. Here are the most common types of demos , with a few SaaS examples.

Demo 48

Demo Sales Connections Advertising 48

Amity

APRIL 30, 2018

When one thinks of a Customer Success Manager, the ‘Happy To Help’ attitude is what usually comes to mind. That is what a CSM is; a multi-tasking, proactive individual who will always be more than willing to help a customer out , drive growth, add value to the company, all the while making the job look like a piece of cake.

Sales 82

Sales Customer Success Customers Demo 82

Totango

MAY 23, 2019

It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells. Customer success upsells are critical to your own success. Let’s look at how you can generate customer success upsell opportunities and encourage continued expansion.

Customer Success 74

Customer Success Customer Centricity ROI Metrics 74

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 85

Customer Retention Customer Success Customer Journey Mapping Customer Journey 85

CustomerSuccessBox

APRIL 6, 2022

The customer success (CS) team is critical in today’s customer-centric economy. The purpose of the team is to keep your hard-won clients and help them grow by strengthening the customer relationship. This results in higher customer satisfaction, which lowers churn and improves renewals.

Customer Success 52

Customer Success Customer Centricity Feedback Customers 52

SurveySensum

DECEMBER 22, 2022

When you focus on customer expectations, resolve customer issues in time, and improve customer experience, you are boosting customer satisfaction and giving them a reason to stay with you. It helps you retain your customers. Repeat customers have been measured to spend an average of 67% more than new customers.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Totango

OCTOBER 29, 2019

In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Tips for Building a Customer Success Team.

Customer Success 61

Customer Success Demo Feedback Customers 61

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Multi-Channel 114

Multi-Channel 2023 Customer Success Omnichannel 114