West Monroe

NOVEMBER 18, 2021

The volume of M&A activity is also expanding the volume of merger of equals, roll-up, and tuck in strategies, which can be an ordeal to manage from a customer experience and operational perspective. Cohesion of experience and use cases will be critical to customer expansion and retention.

B2B 40

B2B Marketing B2C Consumers 40

West Monroe

NOVEMBER 18, 2021

The volume of M&A activity is also expanding the volume of merger of equals, roll-up, and tuck in strategies, which can be an ordeal to manage from a customer experience and operational perspective. Cohesion of experience and use cases will be critical to customer expansion and retention.

B2B 40

B2B Marketing B2C Consumers 40

Gainsight

APRIL 18, 2022

A colleague shared with Ian a perspective that helped solidify that he was going in the right direction. A more mature and evolved customer success function has an “ethos” that permeates the whole business. However, there is a need to tell a story that puts the proper perspective on situations. .

Customer Success 52

Customer Success Metrics 2003 Webinar 52

ClearAction

MAY 29, 2016

It all depends on motives and perspective. When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Customer Experience Management 67

CSM Practice

JULY 6, 2020

The strong suit of the SaaS model is the generation of recurrent revenues. For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus.

Sales 71

Sales Customer Success Connections Customer Base 71

CSM Practice

JULY 6, 2020

The strong suit of the SaaS model is the generation of recurrent revenues. For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus.

Customer Success 71

Customer Success Sales Connections Customer Base 71

ChurnZero

AUGUST 23, 2019

Q: In this presentation the mature Customer Success org had of Customer Success Ops role. There was also mentioned of combining Revenue, Marketing, Sales, Customer Success ops to one team. You want it to be owned by whoever owns revenue is the shortest answer. Q&A Recap. A: That’s a great question.

NPS 40

NPS Customer Success Sales Metrics 40

Education Services Group

NOVEMBER 7, 2019

First, from a CS perspective, what are the most important metrics that organizations should look at as they work through their 2020 planning? Everything you do should be tied to retention and growth. Mature organizations will focus on the leading indicators (input) rather than the lagging counterparts (output). Everything.

2020 45

2020 Customer Success Net Promoter Score NPS 45

Gainsight

DECEMBER 23, 2019

And then more importantly, the best companies are scaling faster than ever and if we look at public company comps, those are fairly mature companies growing 30, 40% a year. How big is your revenue base that you’re managing? Where you are from a maturity of your business. Are you selling more to enterprises?

Customer Success 52

Customer Success Customers Sales Metrics 52

SmartKarrot

OCTOBER 13, 2022

The core business objectives of a CSM are to maintain/increase retention for the company to grow and expand. To date, there has been a church-and-state mentality regarding crediting or recognizing teams for their contribution to generating new revenue for a business. What do you mean by the term expansion revenue in B2B SaaS?

Customer Success 10

Customer Success Management B2B Presentation 10

Amity

APRIL 24, 2017

Secondly, with my background in software development, I’ve been able to apply a unique perspective on Customer Success. For instance, mature Dev teams have a strong culture of Work in Progress (WIP) limits. It’s been an integral part of the way we do things from the very beginning. What metrics do you watch closely?

Customer Success 93

Customer Success Culture Books Metrics 93

Gainsight

NOVEMBER 22, 2022

When exploring the ins and outs of investing in CS technology in our recent Catapult Webinar Series , we brought perspective from industry experts who have seen the process from the vantage point of dozens of customer success technology buyers. Companies need to consider that from a couple of perspectives.

Technology 52

Technology Customer Success Consulting Metrics 52

Currency Alliance

FEBRUARY 26, 2019

Evaluate Resources. Resources” often means budget. Of equal importance are the resources to measure results. Those segments are important and deserve special attention, but there are many customers in the less frequent segments that could be significant contributors to incremental revenue and profitability.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Gainsight

JUNE 10, 2021

Building Programs That Drive Adoption at Scale: KC Duggan, Director of Revenue Systems at MINDBODY, JT Eborn MBA of PMP Instructure, Melissa Allen the Sr. Major Takeaways: To make the customer’s self-guided journey possible there are four key focus categories: product, resources, success measurement, and delivery channels.

Metrics 52

Metrics Customer Success Customer Journey Measurement 52