ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

ProProfs Chat

SEPTEMBER 27, 2019

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service. But, what is the issue?

Customer Success 70

Customer Success Social Media Net Promoter Score Omnichannel 70

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. as a potential good starting place.

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

Gainsight

JUNE 27, 2023

Over two days, more than 50 Customer Success CxOs and SVPs from leading businesses like Hubspot, Mews, Software AG, Intercom, Alteryx, and Darktrace came together at Oakley Court in Windsor to share knowledge, foster connections, and explore the ever-evolving Customer Success landscape.

ROI 52

ROI Events Return on Investment Touchpoint 52

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.

ROI 40

ROI Measurement Customer Experience Metrics 40

Totango

JUNE 28, 2022

Let’s look at three things CMOs should do during tumultuous economic times to support their current customer base and promote retention and expansion. . Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base.

Return on Investment 75

Return on Investment Competitive Advantage ROI Communication 75

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Irit] What are the most asked for measurements? Measurements are interesting.

Customer Success 49

Customer Success Net Promoter Score ROI Measurement 49

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

SmartKarrot

APRIL 15, 2022

Role: Vice President of Customer Success Location: Phoenix, AZ, US (Hybrid) Organization: Chime Technologies Inc. As a Vice President of Customer Success, you will drive customer success outcomes by influencing product adoption, customer satisfaction, and overall customer success.

Customer Success 19

Customer Success Return on Investment Webinar Leadership 19

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. versus $0.63

2022 52

2022 Net Promoter Score NPS Return on Investment 52

SmartKarrot

APRIL 18, 2022

Role: Director of Customer Success Location: New York, United States (Hybrid) Organization: Fireblocks As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success.

Customer Success 19

Customer Success Multi-Channel E-support Advertising 19

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. Data is the objective pillar that drives every successful business. Let’s start with the business success metrics for workforce training.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

ClientSuccess

JUNE 8, 2022

As a modern customer success professional, you probably read all the books on delivering incredible customer experiences, follow all the thought leaders on LinkedIn who share tips and tricks on daily customer engagement, and check your favorite blogs regularly to stay up-to-date on industry trends.

Return on Investment 52

Return on Investment Webinar Customer Retention Books 52

SmartKarrot

MARCH 10, 2023

Role: Senior Customer Success Manager Location: London Area, United Kingdom (Remote) Organization: Zappi As a Senior Customer Success Manager, it will be your primary responsibility to ensure that our clients are getting the most out of our platform.

Customer Success 19

Customer Success Net Promoter Score Return on Investment Healthcare 19

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

SmartKarrot

DECEMBER 4, 2020

Any business function that you deploy towards your business goals must be measurable and generate returns. Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. So, how can we quantify those returns generated by customer success?

ROI 10

ROI Measurement Customer Success Return on Investment 10

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

SmartKarrot

MARCH 22, 2022

Role: Strategic Customer Success Manager Location: Remote, United States Organization: Untapped As a Strategic Customer Success Manager, you will identify opportunities to develop training, partner retention materials, and documentation to scale with our growing partner base. Turn the customers into advocates.

Customer Success 19

Customer Success Return on Investment Books Customer Satisfaction 19

Ecrion

MARCH 27, 2020

Before I go any further, let me state that I’m a practitioner and proponent of the Customer Success (CS) movement. Customer Success is about ensuring B2B customers achieve their desired outcomes from the relationship with their vendor. Defining a Successful Customer Experience Project.

Customer Experience 74

Customer Experience B2C Customer Journey Mapping Metrics 74

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Customer Success 52

Customer Success Customer Centricity Webinar Return on Investment 52

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

Eptica

MARCH 28, 2018

Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. One reason for this is a focus on using customer feedback from surveys to drive VoC programs, which gives an incomplete picture of consumer needs.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

Lumoa

JUNE 30, 2022

How do you establish that customer experience brings a great return on investment? How can you even measure what the impact of CX is? How to sell customer experience across your organisation. Measuring the impact of CX. Pick one area and make a change to the customer experience.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? However, these are primarily sales functions, not customer success functions.

Net Promoter Score 92

Net Promoter Score Return on Investment Sales Customer Journey 92

SmartKarrot

FEBRUARY 17, 2021

Role: VP Customer Success Location: Fremont, CA, US Organization: Privacera As a VP of Success Manager, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results along with hiring, coaching, and developing a world-class team.

Customer Success 10

Customer Success Return on Investment Roadmap ROI 10

SmartKarrot

JUNE 30, 2021

Director, Customer Success Location: Salt Lake City, UT, US Organization: PointClickCare As a Sr. Director of Customer Success, you will be leading, expanding, and mentoring the Customer Success team by setting their strategy, goals and objectives.

Customer Success 10

Customer Success Return on Investment Customer Satisfaction Customers 10

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. Measurement is about answering the question, How will we know if the sales training is working?

Metrics 87

Metrics Sales ROI Financial 87

Lumoa

FEBRUARY 16, 2023

They will also help you train your customer service reps in de-escalation. Data can also inform pricing strategies for a better return on investment. But you also need to maintain relationships with your customers. Being proactive here will help you get ahead of the curve by measuring customer satisfaction.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

One Millimeter Mindset

DECEMBER 19, 2018

No matter what your current role within the organization, stop trying to fit customers into a fiscal calendar year cycle. It is simply too short-sighted for any worthwhile return on investment to happen. Measuring effectiveness of programs, services and return on investment becomes more strategically customer-focused.

Customer Retention 73

Customer Retention Return on Investment Workshop Sales 73

Gainsight

APRIL 18, 2022

For years now, Gainsight has been leading the campaign regarding the value of customer success and its return on investment. . Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results.

Customer Success 52

Customer Success Metrics 2003 Webinar 52

CustomerSuccessBox

SEPTEMBER 29, 2022

Customer relationships get stronger as you resolve issues more quickly as a company. This article will define time to value (TTV) and explain why it’s important to monitor it to maximize your marketing & customer success efforts. We will also go through how you can measure time to value in your company.

Metrics 52

Metrics Return on Investment B2B Customer Relationships 52

SmartKarrot

APRIL 26, 2021

Role: Director of Customer Experience Location: Dallas-Fort Worth Metroplex, US Organization: Loloi Rugs As a Director of Customer Experience, you will strategically lead and develop a management team to enhance performance by setting clear accountable performance measures. Focus on monitoring customers at risk of churning.

Customer Success 10

Customer Success Net Promoter Score Multi-Channel Return on Investment 10

Solvvy

MARCH 22, 2022

Solvvy’s Customer Success Director Jesse Brightman helps businesses identify chatbot implementation strategies that work best for them. By the 90-day mark, the chatbot is embedded into the customer service process and your company is already seeing a noticeable return on investment.

Return on Investment 62

Return on Investment Social Media Demo Feedback 62

Confirmit

OCTOBER 18, 2018

Several key strategies come into play when it comes to preventing customer churn: Ensure you provide great channels of communication for your customers to get in touch with you when things go wrong, in the channel they deem appropriate. Learn More.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

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

Customer Bliss

AUGUST 22, 2018

We have a road map for the customer work and know where progress will be measured. Clear metrics exist for measuring progress that everyone agrees to use. Implementation tip : Start with customer-asset metrics. Get everyone counting customer metrics consistently throughout the organization. Click To Tweet.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Success 104

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 104