Amity

OCTOBER 5, 2015

After losing a couple of kilo myself recently (yay), I got to thinking about whether or not customer success health scores need to be weighted. Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn.

Customer Success 61

Customer Success White Paper Net Promoter Score Management 61

Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. It requires relationship building, thoroughly understanding customer needs, advocating for their wants, and helping every customer — not just the largest — flourish in ways they never could alone.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

Education Services Group

AUGUST 27, 2018

However, when it comes to automation in Customer Success (CS), I say yes, and science is in my corner. Read about this study and others in our white paper, Neuroscience and Customer Success. CSMs (Customer Success Managers) go beyond training and support by bringing value to the table after the sale.

White Paper 51

White Paper Download Customer Success 2015 51

Confirmit

JULY 26, 2018

Read this short white paper to understand how the Voice of the Customer can help you to: Retain (and gain) customers. What are the Five 5 Steps to a Voice of the Customer Successful Program? In this whitepaper, you'll find out find out best practices to set you on the path to Customer Experience success.

White Paper 70

White Paper CEM Return on Investment B2C 70

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” So, no change in the routine which makes it all a bit… repetitive.

White Paper 52

White Paper Metrics Customer Success Hotels 52

Totango

AUGUST 23, 2022

In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. In this article, we’ll cover what you need to know about B2B customer journey touchpoints and how to plan them out to deliver tremendous customer success. White papers.

Touchpoint 118

Touchpoint Customer Journey B2B Customer Journey Mapping 118

Education Services Group

JULY 30, 2018

As you do that, new metrics will emerge to track conversions and successes. Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) Learn more about driving CS through segmentation in our white paper, Success Through Segmentation.

White Paper 53

White Paper Download Blog Metrics 53

Education Services Group

JUNE 18, 2018

How do I increase customer retention? Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer Retention 45

Customer Retention Customer Success White Paper Management 45

Gainsight

OCTOBER 25, 2021

Once that is accomplished, you must start measuring the right metrics to determine success. Download our white paper and learn how the top SaaS organizations measure success for their product strategies.

Feedback 98

Feedback White Paper Roadmap 2024 98

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Source: Pexels.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

Education Services Group

OCTOBER 4, 2018

But now it’s show time for your product and Customer Success team, and if you don’t keep it together, you could just as easily lose that customer. They are (1) onboarding a new customer is complicated and (2) focusing on the wrong things is easy. Share with us – How do you approach customer onboarding?

White Paper 53

White Paper Download Customer Success Blog 53

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. primarily customer experience or customer success programs). Competing in the Analytics Race.

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

One Millimeter Mindset

OCTOBER 8, 2018

Customers are skeptical enough about making the decision do business with organizations. Download my white paper on selling to skeptical decision makers. Find out how to anticipate customer skepticism, before they intimidate us. That is scary stuff, folks.

Engagement 74

Engagement Customer Experience White Paper Magazine 74

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. primarily customer experience or customer success programs). Competing in the Analytics Race.

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image. We studied 88 companies that have a formal customer program (e.g.,

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Education Services Group

SEPTEMBER 4, 2018

ESG CEO, Michael Harnum, recently asked the members of the Customer Success Forum for advice on measuring subscription consumption and creating plays to manage issues proactively. Your Customer Retention Strategy Relies on CSMs! Pivoting for Proactive Customer Success ( Dana Soza ). “At Download the guide now!

Customer Retention 49

Customer Retention Measurement Management White Paper 49

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. Did you like this blog post?

Customer Journey Mapping 53

Customer Journey Mapping Customer Journey White Paper Customer Philosophy 53

CustomerSuccessBox

JUNE 21, 2022

Instead of interviewing the customer again to understand key customer requirements, their desired outcomes, business values, etc., Suggested Read : The Effective way to Sales, Customer Success, and Implementation Handoff. Resource : What role can Customer Success Manager play in product management?

White Paper 52

White Paper Customer Retention Webinar Sales 52

RapportBoost

NOVEMBER 15, 2018

When it’s done correctly, the customer should never notice that it happened. . That means more than just pointing the customer to a white paper. Scott Moberly is the Vice President of Business Development for GlowTouch Technologies , a global customer care right sourcing organization that puts people first.

White Paper 71

White Paper Call Center Telecommunications Omnichannel 71

Gainsight

OCTOBER 28, 2021

Download our white paper and learn which metrics and data the leading SaaS organizations utilize to measure their product success. . The post Finding Product-Market Fit appeared first on Customer Success and Product Experience Software | Gainsight.

Marketing 52

Marketing White Paper Roadmap Metrics 52

inSided

MAY 24, 2022

Ebooks, guides, and white papers, all have their place in the content mix, but what about an actual magazine created specifically for CS and community professionals? Introducing: Customer Health Magazine – The magazine for CS and community professionals. Whoever uttered the words “publishing is dead” didn’t see this one coming.

Magazine 52

Magazine White Paper Customers Customer Success 52

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

Team Support

JUNE 3, 2020

We introduced this blog series in Part 1 by walking you through what to expect after the onboarding process, starting with your dedicated Customer Success Manager (CSM). We regularly produce relevant thought-leadership content in the form of this blog, editorial articles, white papers, e-books, and webinars.

White Paper 64

White Paper E-support B2B Webinar 64

Amity

FEBRUARY 18, 2014

Enlist – Similar to the consumer model, enlistment in B2B turns happy customers into champions for the cause and having them spread the word through referrals, references, community participation, white papers and events. The key to success is to constantly monitor and improve the slowest gear.

B2B 48

B2B White Paper B2C Reference 48

delighted

AUGUST 23, 2019

Mobilizing your team to take action on that data to improve customer experiences. Go talk with your customer-facing department leaders (sales, support, customer success, marketing, product, etc.). You don’t have to talk with everyone, just whoever can give you insight on how customers experience your company.

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

Help Scout

AUGUST 11, 2021

ClientSuccess is a product that supports individuals working in the customer success field. Rather than a blog devoted to its product, ClientSuccess focuses heavily on creating knowledge around the why of customer success rather than the how. Everything You Need to Know About Customer Advisory Boards. Tip sheets.

Blog 80

Blog White Paper Customer Service Webinar 80

Amity

JANUARY 11, 2017

Hundreds of customer-obsessed organizations -- and their developers, quality assurance engineers, and product managers -- rely on the power and flexibility of test IO’s self-service platform to ship their software faster with confidence. Can you give us a brief overview of Customer Success at test IO?

Customer Success 99

Customer Success Customers White Paper Management 99

CustomerSuccessBox

JUNE 27, 2022

Customer Success Enablement may be a term you’ve never heard of, but you’ve probably heard of sales enablement. Although it’s a crucial idea and job in the Customer Success industry, it still hasn’t fully earned the recognition it deserves. Customer Success Enablement – Definition.

Customer Success 52

Customer Success Customer Experience White Paper Net Promoter Score 52

ChurnZero

SEPTEMBER 30, 2021

As your Customer Success team grows, it becomes necessary to set up an infrastructure around your data, processes, people, and systems to better enable your team – and that’s where Customer Success Operations comes in. That will require more of a high-touch experience with more of the white-glove CSM.

Customer Success 52

Customer Success Webinar White Paper Sales 52

SmartKarrot

OCTOBER 19, 2020

Having done that, you can create e-books, editorials, white papers, and blog posts that zero in on about outlining specific issues that your potential prospects are facing at the moment. The post Customer Decision Journey: How Customers Make Decisions appeared first on SmartKarrot l Comprehensive Customer Success.

White Paper 10

White Paper E-support Customers Brands 10

Amity

FEBRUARY 10, 2017

Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the customer at the heart of its work throughout its evolution. How did you get started in Customer Success?

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

SmartKarrot

APRIL 22, 2022

Dedicating resources that provide quick and engaging solutions will help you boost your customer retention. You can have inbound content such as informative blogs, e-books, white papers, etc. To understand how SmartKarrot can helps SaaS companies keep and grow loyal customers, Request a Demo. Like what you are reading?

Customer Retention 10

Customer Retention B2B White Paper Rewards Programs 10

SmartKarrot

JUNE 11, 2020

Having done that, you can create e-books, editorials, white papers and blog posts that zero in on about outlining specific issues that your potential prospects are facing at the moment. The post How to define the journey for a SaaS customer/client to get high retention appeared first on SmartKarrot l Comprehensive Customer Success.

White Paper 11

White Paper Wireless Demo Fashion 11

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Customer success.

White Paper 71

White Paper Advertising Sales Social Media 71

Totango

MARCH 16, 2021

Mapping out this type of analysis enables you to plan actions to optimize your customer journey at each point in order to maximize retention and turn satisfied customers into promoters of your brand. This is only intended as a very brief introduction to what customer journey mapping can involve. B2B Customer Journey Analysis.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

Kustomer

AUGUST 30, 2018

Conversational Customer Support Brings Challenges and Opportunities. The team at Kustomer have been quick to pick up on the concept of “conversational” customer support with various blogs and a white paper. Sense and Respond in Real Time to Feedback About Your Customer Success Approach.

Feedback 65

Feedback White Paper Insurance Omnichannel 65

SmartKarrot

APRIL 27, 2021

What is Customer Knowledge Base? A knowledge base is a self-service customer success library that renders all the information about a particular product, feature, topic, or FAQ (Frequently Asked Questions) in general. To understand how SmartKarrot can helps SaaS companies keep and grow loyal customers, Request a Demo.

Customer Success 10

Customer Success White Paper Customers ROI 10