ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

Customer Bliss

AUGUST 22, 2018

According to a recent PwC report , “customers also said they were more likely to try additional services or products from brands that provide superior customer experience,” which means that customers are more likely to be loyal and spend even more money when they feel you have their interest in mind.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

Centercode

APRIL 16, 2019

His leadership team asked him to develop a framework for measuring the success of his beta team efforts. I’m sharing this experience (with his blessing) because it provides some insight for other product and program managers who have questions about identifying key beta program metrics. This metric is also easy to scale. Satisfaction.

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

Gainsight

MARCH 21, 2019

It’s the whole reason behind the customer success philosophy. A retention strategy is really two parts when you break it down: insight and action. Number One: No return on investment—no return at renewal. Obviously this demands some kind of insight into usage. These are just as bad for business.

ROI 78

ROI Webinar Return on Investment Customers 78

Customer Bliss

AUGUST 22, 2018

According to a recent PwC report , “customers also said they were more likely to try additional services or products from brands that provide superior customer experience,” which means that customers are more likely to be loyal and spend even more money when they feel you have their interest in mind.

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

SmartKarrot

NOVEMBER 24, 2023

As a seasoned customer success expert navigating the intricate landscapes of technical and highly educated users, I’ve witnessed firsthand the transformative power of upselling in achieving account expansion and fueling revenue growth.

B2B 10

B2B ROI Return on Investment Roadmap 10

delighted

DECEMBER 10, 2019

Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Expected Customer Experience (CX) impact on loyalty. Support/Customer success.

ROI 40

ROI Measurement Customer Experience Metrics 40

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

SmartKarrot

FEBRUARY 23, 2023

Role: Senior Customer Success Executive Location: Seattle, WA, United States (On-site) Organization: Siteimprove As a Senior Customer Success Executive you’ll achieve and surpass the overall customer retention targets with the targeted clients. Evaluate data to spot trends and take decisive action.

Customer Success 19

Customer Success Multi-Channel Return on Investment Customer Retention 19

Gainsight

JUNE 17, 2021

As you look to save time and gain optimal focus on your product roadmap strategy, we’ll dig into the top five reports to help you balance feedback, fuel better decisions, and build your product road map. If you want your product road map to drive positive results, incorporating feedback and boosting customer success is essential.

Management 52

Management Return on Investment Demo Feedback 52

Pointillist

AUGUST 14, 2018

Develop Journey-Based Insights. Whether you’ve decided to do a Pilot or jump right into a more comprehensive implementation, a critical first step is to ensure your users have the confidence to use the customer journey analytics platform on their own to perform meaningful analyses and identify opportunities for improvement.

Customer Journey 41

Customer Journey Metrics Measurement Touchpoint 41

Pointillist

JULY 25, 2018

Whether you are a potential customer journey analytics user, a champion looking to introduce it in your business or a Chief Marketing Officer about to sponsor it as a project, this post will help you create a successful implementation plan. What is the Right Time to Start Planning for Customer Journey Implementation?

Customer Journey 43

Customer Journey Events Metrics Government 43

Grade.us

JUNE 2, 2020

We don't have a native mobile app, and it's not currently on our development roadmap (our web app is fully responsive and optimized for mobile though). Several customers said they failed to achieve any measurable return on investment for the product, which is extraordinarily painful for retailers due to Yotpo’s tiered pricing.

2020 47

2020 Management Net Promoter Score Multi-Channel 47