Gainsight

OCTOBER 17, 2019

And even then it was ad hoc and anecdotal—it took awhile for the CS conversation to be as quantifiable as sales or marketing. Historically, board meeting agendas were often limited to corporate governance, financial performance, and sales activity. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs.

Metrics 45

Metrics Presentation NPS Roadmap 45

ClientSuccess

NOVEMBER 22, 2021

To optimize and enhance your strategy, it’s a good idea to send out surveys at different points throughout the customer relationship – post-sales, post-onboarding, renewal pulse, etc. Customers and their responses can feed the product roadmap, serve as advocates, and support additional customer marketing efforts.

Marketing 52

Marketing NPS Voice of Customer Social Media 52

Gainsight

MARCH 21, 2023

Meaningful Metrics = Tangible Outcomes One theme that came up again and again, is this: No matter what your goals are, it’s critical that you’re driving tangible outcomes that are defined by meaningful, measurable metrics—especially when it comes to your digital strategy.

ROI 52

ROI 2023 Roadmap Metrics 52

Avaya

APRIL 10, 2019

Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 39% growth in digital sales. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success. 45% improvement in customer ratings.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

CSM Magazine

JANUARY 25, 2022

Reassess success criteria – too many customer service organisations are so focused on metrics – such as the number of conversations per hour or average handling times that customers end up being treated as a statistic rather than a real person. Involving everyone in the process (contact centre staff, marketing, sales and operations).

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. Q: Though sales and CS are different functions, they’re often viewed as the same. Sales, marketing, product, engineering.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

Gainsight

AUGUST 6, 2021

Within your organization, customer feedback is likely being funneled across different functions—product, marketing, sales, customer success, etc. Ensuring visibility into your product roadmap and building a communication channel will keep your CS teams informed on what’s coming and what they should expect. This is just the beginning.

Customer Success 52

Customer Success Roadmap Feedback Metrics 52

ChurnZero

APRIL 8, 2020

Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own customers are massively helping them with their day-to-day jobs! Here’s a guide to help you make sure that’s the case.

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Totango

JANUARY 7, 2020

Every customer’s business goals are unique, but following the customer onboarding workflow strategies outlined below will help you ensure they are experiencing value: Complete a Comprehensive Sales Handover. You should continue to track customer usage metrics after a customer leaves onboarding and enters the adoption phase.

Roadmap 72

Roadmap Customers Customer Success Metrics 72

Kustomer

JUNE 1, 2021

I’ll walk you through the recent improvements we’ve made to our customer support, in addition to what is on the roadmap. monthly training webinars and ad-hoc training, as requested, and introduced a pilot Premiere Support Program to offer short term dedicated support for clients who may need a little extra help from time to time.

Roadmap 98

Roadmap Webinar Feedback B2B 98

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Demo 58

Demo Metrics Customer Success Measurement 58

ChurnZero

JANUARY 10, 2020

In her new role, she will unite HubSpot’s marketing, sales and services teams around the customer, creating a cohesive experience to help fulfill their mission of helping millions of companies grow better. . Madan will be charged with building out the organization and vision for the post-sales function.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

SmartKarrot

OCTOBER 19, 2022

Partnering with the Sales and Product teams to define product goals and Tread’s roadmap. Work with the sales team to develop in-depth analytical account plans providing input on communication strategy and usage statistics. Building a Customer Success organization that supports customers from onboarding through renewal.

Customer Success 19

Customer Success Roadmap Banking Webinar 19

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Scalable, effective product experience execution requires alignment across roles with metrics that hold each stakeholder accountable. Success is measured in renewal rate , NPS , CLV, or retention rate.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

Help Scout

SEPTEMBER 18, 2018

To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. The Support-Driven Growth model eliminates BDRs and SDRs , who focus on generating and then moving leads into the sales funnel.

Webinar 40

Webinar Customer Centricity Sales Roadmap 40

SmartKarrot

JULY 28, 2022

Work with customers to develop a success plan that outlines how Continu will be addressing their critical needs both immediately and in the future that includes metrics for success. Lead a portfolio of Identity Europe accounts/opportunities and provide direction and sales engagement support.

Customer Success 19

Customer Success User Experience Roadmap Customer Relationships 19

ChurnZero

AUGUST 30, 2019

It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. We believe that now more than ever it’s imperative that corporate leaders set a high standard in their commitment to Customer Success, and this one metric (churn) is essential to any growing SaaS organization.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

SmartKarrot

SEPTEMBER 3, 2021

Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform. Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls. Represent the voice of Restocq’s customers and influence product development roadmap. Manage a group of APS clients.

Customer Success 19

Customer Success Roadmap Document Webinar 19

SmartKarrot

MARCH 21, 2023

Work together with the product development team to modify the product roadmap in response to client comments and market developments. Metrics for customer success should be measured and analysed to find areas for improvement. Provide scalable activities like webinars to promote continuous product adoption and customer interaction.

Customer Success 19

Customer Success E Commerce E-support Consulting 19

Gainsight

OCTOBER 30, 2018

Churn is one of the most important metrics in a recurring revenue business. Obtaining funding from venture capital (VC) firms is part of the roadmap for a lot of SaaS companies. Maybe your product is not delivering on the promises made during the sales cycle, or perhaps it’s too complicated. 2: Churn is scaring away investors.

ROI 61

ROI Customer Retention Social Media Roadmap 61

CustomerSuccessBox

NOVEMBER 1, 2018

Tj Randall , VP of Customer Success at XebiaLabs says, “Customer Success means everything post sales”. In the webinar “ Playbook: Delivering Customer Success to Fortune 500 ”, Tj speaks about his experiences, mistakes, and wins while setting up customer success at XebiaLabs and dealing with Fortune 500 customers. Disparity?—?Teams

Customer Success 40

Customer Success Webinar Customers Metrics 40

SmartKarrot

JANUARY 7, 2022

Create a company-wide culture of Customer Success through cross-departmental collaboration (marketing programs, product roadmaps, financial forecasting). Collaborate with team members to develop key metrics, including engagement, member feedback, and cost savings, to help predict and improve customer retention and expansion.

Customer Success 19

Customer Success Roadmap Consulting Customer Satisfaction 19

CSM Practice

JANUARY 1, 2017

The Customer Success Manager’s role is expected to proactively reach out to customers, develop a relationship and use the SaaS usage metrics available to watch for movements in customer health. It’s a much more value-add and sales-driven role and the conversation of just price adjustments is not appropriate.

Customer Success 58

Customer Success Metrics E-support Customers 58

Amity

JANUARY 30, 2019

There are some important questions to ask as you scale your support team such as, do you keep all of your support staff in house or do you outsource a portion, what are your current utilization metrics and what do you want them to be, do you implement a rolling queue, do you implement various tiers, and what are your target SLAs, etc.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. Creating a standardized onboarding process for new team members that is metrics driven. Sales to CS transitions.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

inmoment

JUNE 1, 2020

Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy. These kinds of actionable insights will inform your business roadmap and propel your brand forward. Simon is Sales Director for InMoment in ANZ.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

ChurnZero

JULY 12, 2019

Successful applications can easily prove the value they provide (from the onboarding phase on), keep reminding users of what they’ve achieved and how their situation has improved while accessing a particular service, and lead customers to success by effectively impacting metrics and KPIs. Your roadmap can partially influence that.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. Pricing is a reflection of every aspect of your go-to marketing strategy, right from how you involve sales and marketing to the way you present the product to prospective customers.

Marketing 52

Marketing White Paper Advertising Airlines 52

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. What types of metrics should this role be responsible for. There was also mentioned of combining Revenue, Marketing, Sales, Customer Success ops to one team. What was the sales process?

NPS 40

NPS Customer Success Sales Metrics 40

SurveySensum

OCTOBER 5, 2020

In the above typical B2B SaaS customer journey, a customer attends your webinar and finds out about your product. NPS or Net Promoter Score surveys are the perfect metrics to gauge customer loyalty towards your brand. It tells you how your sales process was. You implement the product and onboard them. NPS Survey.

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. Creating a standardized onboarding process for new team members that is metrics driven. Sales to CS transitions.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

Gainsight

AUGUST 17, 2022

Mehta reminded everyone in the room and streaming at home that whether we are collaborating on product roadmaps, helping our customers reach their goals, or supporting our communities, we are always more successful when we approach these projects together. Net Revenue Retention is the all-important metric. “

2022 97

2022 Chief Customer Officer Roadmap Metrics 97

ClientSuccess

AUGUST 27, 2019

Coupled with the overall customer experience, it makes sense to implement a customer health program and look at the key metrics that drive a customer’s success. Join networks, read blogs, attend webinars, and participate in your local meetups. . Ultimate Guide to SaaS Customer Success Metrics. Want to share your mentor advice?

Customer Success 40

Customer Success Culture Books Blog 40

SmartKarrot

JUNE 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Parsable As a Vice President of Customer Success, you will drive Customer Success strategy and roadmap to ensure measurable success, retention, and expansion across various industry segments. Represent InVision in communities, at trade shows, and webinars.

Customer Success 10

Customer Success Financial Roadmap Events 10

SmartKarrot

MAY 24, 2021

Engaging with the Product Team to understand roadmap and implications for clients and advocate for the clients’ feature needs. Serve as the main point of contact and liaison between clients and the rest of the Powtoon team, including support, sales and product teams. Accountable for the customer-health post-sales.

Customer Success 10

Customer Success Roadmap Webinar Customers 10

SmartKarrot

JULY 2, 2021

Track trends in client satisfaction metrics to drive and maintain high levels of satisfaction and user adoption of products and services, deliver programs to retain clients and mitigate churn. Conduct group refresher workshops and webinars. Work closely with the sales and operations teams to drive orders and in life service delivery.

Customer Success 10

Customer Success Seminar Workshop Roadmap 10

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. You can watch the webinar here and check out a recap of some of the questions and answers from the session below.

Webinar 62

Webinar Roadmap Customer Success Customers 62