ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score?

Metrics 89

Metrics Demo NPS 2023 89

Totango

JANUARY 4, 2019

To acknowledge that customers want better service isn’t enough. The digital transformation of business, and the resulting rise of the customer-centered economy , must inform every action your customer success team takes. The Top 5 Customer-Centric Marketing Strategies for SaaS Companies. Talk as often as you can.

Customer Centricity 79

Customer Centricity ROI Marketing Return on Investment 79

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 85

Customer Success 2019 2020 ROI 85

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

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

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. Experience vs. Value.

Customer Success 77

Customer Success Customer Experience Lifetime Customer Customers 77

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

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 86

Customer Success Metrics Measurement Customers 86

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

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 72

Metrics Customer Success ROI Measurement 72

Totango

FEBRUARY 28, 2019

It follows then, that your adoption metrics should reflect this deeper goal and generate insight into customer engagement. The adoption phase is the first time your customers start seeing the value of your product and getting returns in the form of improved ROI. Three Keys to Successful Adoption.

Metrics 83

Metrics Customer Success ROI Measurement 83

Totango

JANUARY 22, 2019

With this focus on recurring revenue, your goal becomes increasing the lifetime value of your customer relations. It requires you to use SaaS customer success best practices centered around mutual growth, a deep understanding of customer behavior, and constant monitoring of your customer’s journey.

Customer Success 72

Customer Success Social Media 2016 Customers 72

ChurnZero

FEBRUARY 19, 2021

Whenever I tell someone that I work as a Customer Success Manager, it inevitably always results in a confused facial expression and a response of “So, what is it exactly that you do?”. Instead of being at your customers’ every beck and call, you need to set yourself up to get in front of them. Customer Success Around the Web.

Customer Success 96

Customer Success Management Customers Demo 96

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

Totango

FEBRUARY 21, 2019

A survey of more than 1 million SaaS customers found that cancellations were almost always preceded by a period of non-use. In fact, over 50% of paying customers weren’t using the service they paid for. Such programs can pique a customer’s interest and enforce the value of your partnership. Offer Upgrade/Downgrade Options.

Customer Success 63

Customer Success Social Media Rewards Programs Webinar 63

BirdEye

MARCH 4, 2024

Watch the Free Demo Now. See Pricing FREE DEMO Drip campaigns vs. nurture campaigns Drip marketing is sometimes confused with nurture campaigns, but the two have some key differences. Continue nurturing recent customers with support content to increase satisfaction, prevent returns/cancellations, and build loyalty for repeat business.

Marketing 110

Marketing Multi-Channel Events Demo 110

SmartKarrot

OCTOBER 10, 2022

Be the voice of the customer and champion this knowledge with cross functional teams within Diagnostic Robotics to improve the existing product experience as well as inform new product development opportunities. Learn the full range of products and services and be able to identify how these products and services align to customer needs.

Customer Success 19

Customer Success Seminar Roadmap Healthcare 19

ClientSuccess

NOVEMBER 18, 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 41

Customer Success Management ROI Customer Service Representative 41

ClientSuccess

NOVEMBER 18, 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 Management ROI Customer Service Representative 40

SmartKarrot

MARCH 15, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Storm3 As a Director of Customer Success, you will manage the post-sale relationship, serving as the primary contact and advocate for day-to-day requests. Deliver QBRs that are focused on impact. Apply here: [link].

Customer Success 19

Customer Success Customer Satisfaction ROI Demo 19

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 105

Management B2B Seminar ROI 105

Amity

JUNE 24, 2016

The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. However, with Customer Success, the customer is the beneficiary of an exceptional customer experience and is extracting the maximum value from the product or service they have purchased from you.

Customer Success 71

Customer Success White Paper ROI Customers 71

ClientSuccess

OCTOBER 14, 2019

Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related. And you’re not wrong.

Customer Satisfaction 46

Customer Satisfaction Customer Success Document Customers 46

TechSee

MAY 10, 2021

Our TechSee Sales Superstars are enterprising, resourceful, experienced and ambitious individuals who collaborate across functions (BD, Sales, Account Management, Pre-Sales, Customer Success) to deliver exceptional results. Not all high-tech products are easy to sell. The TechSee sales experience is quite different.

Sales 109

Sales ROI Contact Center Culture 109

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI.

ROI 10

ROI Measurement Customer Success Return on Investment 10

Amity

APRIL 13, 2017

Each and every single engagement Customer Success teams should have with their customers - whether that’s in person, online, or automated - should deliver value and drive adoption and advocacy. Static vs. Dynamic Segmentation Models for Customer Success. What about Customer Success?

Customer Success 57

Customer Success ROI Demo Customers 57

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? In this issue of the SaaS Tattler, we continue our list of Customer Success articles that are certified classics. Get your free Customer Success Hero shirt!

Article 48

Article Customer Success Return on Investment Customer Journey 48

ClientSuccess

MAY 14, 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.

Touchpoint 45

Touchpoint Customer Success Engagement Return on Investment 45

ClientSuccess

MARCH 15, 2017

There is nothing more frustrating for customers or for Customer Success Managers (CSMs) than a product that doesn’t produce results, or doesn’t have the buy-in it needs to be successful. 4 Product Challenges that Stop Long-Term Customer Success. Product Complexity. Product Buy-In.

Customer Success 40

Customer Success ROI Culture Customers 40

Gainsight

AUGUST 14, 2021

Authored by Harshita Banka, Regional Director of Customer Success, Gainsight PX. It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. Customer Success. Customer Marketing. Stay tuned.

Government 52

Government Document ROI Roadmap 52

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. This way the CSM is aware of all promises, discussions, and even internal political issues before they even meet the customer.

Sales 40

Sales Customer Success ROI Customers 40

ClientSuccess

APRIL 19, 2019

For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model. 4 Engagement Models For Customer Success. High Touch Onboarding.

Customer Success 44

Customer Success Engagement Customers Reference 44

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 105

Customer Journey Customer Journey Mapping Events Demo 105

Gainsight

AUGUST 25, 2021

When it comes to successful user onboarding, the name of the game is time to value (TTV). The faster you can get customers to realize the value of your product or new feature, the sooner your team’s ROI will materialize. Today, success in SaaS requires subscriptions, consistent users, and ongoing product enhancements.

Net Promoter Score 52

Net Promoter Score Demo ROI Feedback 52

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

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Advocacy.

Metrics 53

Metrics ROI Net Promoter Score Demo 53

Comm100

SEPTEMBER 6, 2022

Comm100 provides outstanding customer support at every stage of the relationship. From onboarding and training to continuous improvement of partner set ups, we’re committed to customer success. Comm100 customers pay less for more.

Omnichannel 52

Omnichannel ROI Social Media Exceptional Customer Service 52