TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey. Average customer lifetime value increases.

Customer Success 81

Customer Success Customer Journey Customers Engagement 81

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. How to Build An Early Customer Warning System. To start building an early customer warning system, follow these three steps: 1. Define Customer Health Score.

Customer Success 65

Customer Success Events NPS Customers 65

CustomerSuccessBox

NOVEMBER 17, 2021

The concepts have changed, the key performance indicators (KPIs) have changed and now you have to change with them. We will be discussing all Net Revenue Retention in this blog. When you take into account all these changes with your existing customers and your recurring revenue, what you get is the net revenue retention.

Metrics 52

Metrics Customer Success Customer Retention Blog 52

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

Gainsight

JANUARY 20, 2023

Building upon that strong foundation, you can also add digital-led strategies to critical moments such as revenue expansion opportunities and contract renewal. The importance of these phases is tied to the customers’ focus on the value they are getting from your product or service.

Customer Success 52

Customer Success Touchpoint 2022 Customers 52

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. Imagine this scenario: Sarah, a dedicated product manager, launched a cutting-edge SaaS platform with an intuitive user interface and robust features. Sarah realized that the key to success lay in addressing these pain points head-on. But fear not, for there is hope!

Management 52

Management Demo User Experience Measurement 52

Totango

AUGUST 25, 2022

Then, we’ll dive into how customer engagement is measured and which key performance indicators (KPIs) are important, a topic further discussed in this excellent post by Matrix Partners serial entrepreneur and venture capitalist David Skok. Next, we’ll share six keys to effective SaaS customer engagement.

Customer Engagement 98

Customer Engagement Engagement Net Promoter Score Metrics 98

SurveySensum

FEBRUARY 14, 2024

In this blog, we’re going to delve into the best employee feedback tools. But it’s not just for the employees – these employee feedback tools give managers and HRs real-time data to make smart decisions and improve the workplace vibe. In fact, companies with engaged employees outperform those without by 202%.

2024 52

2024 Feedback Culture Demo 52

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. Customers derived little to no value. Account review and summary of previous interactions. Too many customers for current headcount.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

ChurnZero

FEBRUARY 4, 2022

How to visualize the financial value of customer satisfaction. At these meetings, customer success leaders share the high-level performance of team initiatives that relate to the company’s business plan. Customer Success Metrics that Your Investors and Board Care About. Good investors care about the results of your organization.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. In this blog, I am going to share a couple of proven playbooks and tools that my clients apply successfully to achieve this goal. Why keep your customers accountable?

Customer Success 85

Customer Success Customers Management Engagement 85

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. 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. Little wonder successful companies are now focusing on hardening their customer base. 3. Changing Customer Priorities.

Sales 71

Sales Customer Success Connections Customer Base 71

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. 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. Little wonder successful companies are now focusing on hardening their customer base. 3. Changing Customer Priorities.

Customer Success 71

Customer Success Sales Connections Customer Base 71

Circular Edge

DECEMBER 13, 2022

Blog Credit: Pamela Pierce, December 7, 2022 (5 Ways to Extract Serious Value from Your Transactional Data | NetSuite). Leverage your historical ERP data to uncover insights that generate value for your customer and business. Ultimately, this analysis helps build strong customer-brand relationships.

Competitive Advantage 52

Competitive Advantage Multi-Channel 2022 Insights 52

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Joint account planning takes customer success a step further by analyzing and strategizing how a specific customer account could grow.

Customer Success 42

Customer Success Webinar Touchpoint Sales 42

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. That’s why we’ve created this blog that features seven networks that every realtor should be a part of.

Social Media 57

Social Media Sales Advertising Connections 57

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. In this blog, I am going to share a couple of proven playbooks and tools that my clients apply successfully to achieve this goal. Why keep your customers accountable?

Customer Success 70

Customer Success Customers Management Engagement 70

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. More Blogs Menu.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . As customers struggle to adjust and manage, they’ll want to know their troubles are being heard by the businesses they interact with. The key is to progress the conversation into the future and focus on the prospective outcomes you will deliver. This is shocking.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Success Reference 97

CustomerSuccessBox

MARCH 9, 2022

A very important SaaS metric that comes into play here is the Customer Lifetime Value(LTV). There are typically two tools commonly used by SaaS businesses to manage this mission. One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. However, only one of them performs tasks at scale.

Customer Success 52

Customer Success Customer Relationship Management Touchpoint Customer Relationships 52

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics 2014 Customer Success Financial 52

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics 2014 Customer Success Measurement 52

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics 2014 Measurement Blog 52

SurveySparrow

SEPTEMBER 26, 2023

In this blog, we’ll look into the secrets of customer experience in utilities- from the latest trends shaping the industry to effective strategies for enhancing utility services. Whether through a mobile app or a website, make it easy for customers to access their accounts, monitor usage, and pay bills. But why are they so vital?

Customer Experience 52

Customer Experience E-support E Commerce Customer Satisfaction 52

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I started early on in a blue-collar, manufacturing background doing account management and account services.

Customer Success 0

Customer Success B2C NPS E-support 0

West Monroe

JANUARY 30, 2019

In the third and last installment of our blog series about customer experience (CX) transformation, we discuss the most difficult, costly, and risk-laden phase, Enact. Therefore, it is crucial to stay laser-focused on communicating the transformation value to your key stakeholders during the Enact stage to keep them engaged and on board.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

CSM Practice

OCTOBER 13, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. For this to happen, you must consider whether you have the right tools in place to establish a joint accountability with your client. Why keep your customers accountable?

Customer Success 40

Customer Success Customers Blog Management 40

SmartKarrot

OCTOBER 25, 2023

In the ever-evolving realm of business, Key Account Management (KAM) remains a pivotal aspect of sustaining and nurturing crucial client relationships. The stakes in managing key accounts are high; these are typically the clients that account for a significant portion of revenue.

Management 10

Management Document Communication Blog 10

Amity

OCTOBER 12, 2017

For this reason, I’ve documented what I’m calling “The Cycle of Customer Success” There are a number of great Customer Success (CS) frameworks already out there which outline the core building blocks that Customer Success teams need. It doesn’t change when you move into leadership.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Engagement 2014 Customer Centricity 52

Circular Edge

MAY 2, 2022

Blog Credit: Ian McCue, April 26, 2022 ( 10 Ways to Excel in the Evolving Role of the CFO | NetSuite). Key themes include collaborating with business units and being proactive in hiring. In short: Three experienced finance chiefs at fast-growing companies talk about excelling in this redefined role. Our Sources.

2014 52

2014 Culture Healthcare Apparel 52

Solvvy

AUGUST 31, 2022

Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. It is a common key performance indicator (KPI) that businesses across all industries use to keep their customer service and support teams on track. What is a CSAT Score? What is CX?

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

Amity

OCTOBER 12, 2017

For this reason, I’ve documented what I’m calling “The Cycle of Customer Success” There are a number of great Customer Success (CS) frameworks already out there which outline the core building blocks that Customer Success teams need. It doesn’t change when you move into leadership.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

Kayako

AUGUST 22, 2019

SEO/Organic (Webpages, Blogs). Blog posts. You can are able to identify opportunities based on the work you do here. . In our previous post we talked about what customers were expecting from companies they did business with. Email & Webinars. Email & Webinars. Social updates. Review sites. Comparison Pages. Trial drip.

Webinar 56

Webinar Blog Customer Journey Customer Success 56

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. As mentioned previously in several of our blogs, this is a non negotiable demand if you want to have any of the benefits of customer success.

Customer Success 52

Customer Success Customers Metrics B2B 52