CustomerSuccessBox

FEBRUARY 2, 2022

Customer Success (CS) and customer experience are often disregarded when firms merge, despite the fact that it is undoubtedly one of the most crucial components of any business. According to Gartner’s research, organizations of the future will compete mostly on customer experience.

Customer Success 52

Customer Success Presentation Customers Financial 52

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. The term is borrowed from human resources management.

Customer Journey Mapping 93

Customer Journey Mapping Customer Success Document Customer Journey 93

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

ChurnZero

JULY 14, 2022

As a customer learning and education specialist at ChurnZero, I spend a lot of time consulting with subject matter experts—mainly implementation managers and CSMs—to create new customer education content. But what actually makes “good” data, and how does it contribute to Customer Success?

Customer Success 52

Customer Success Customers Document Sales 52

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Customer Engagement 97

Customer Engagement Engagement Net Promoter Score Metrics 97

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Engagement 111

Customer Engagement Engagement Customer Journey Mapping Definition 111

Gainsight

MARCH 31, 2020

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis like the one we’re all going through. I’ll share five strategies based on what I’ve seen as best practices in the CS community to quickly add efficiencies to the team.

Customer Success 85

Customer Success E Commerce E-support NPS 85

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. or how tech-savvy are your customers?

Webinar 52

Webinar Customer Retention B2B Customer Success 52

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. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time.

Customer Success 65

Customer Success Events NPS Customers 65

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’m the Vice President of Customer Operations at HelloSign. Can you tell us about your responsibilities at HelloSign?

Customer Success 0

Customer Success B2C NPS E-support 0

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. Customers were signing up but not sticking around, and her SaaS platform was inundated with user complaints.

Management 52

Management Demo User Experience Measurement 52

CustomerSuccessBox

NOVEMBER 16, 2021

What is a Customer Success Playbook? Customer Success Playbooks are a specified list of activities (they can be reactive, proactive, or best practices) to complete a task to be carried out by Customer Success Managers (CSMs). Benefits of Customer Success Playbooks. Accountability.

Customer Success 52

Customer Success Metrics Customer Journey Roadmap 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.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Engagement 85

Customer Engagement Engagement Customer Journey Mapping Definition 85

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. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Customer Success 52

Customer Success Customers Metrics B2B 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. 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.

Metrics 52

Metrics 2014 Customer Success Financial 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. 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.

Metrics 52

Metrics 2014 Customer Success Measurement 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. 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.

Metrics 52

Metrics 2014 Measurement Blog 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Engagement 62

Customer Engagement Engagement Customer Journey Mapping Definition 62

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’m the Vice President of Customer Operations at HelloSign. Can you tell us about your responsibilities at HelloSign?

Customer Success 60

Customer Success B2C NPS E-support 60

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. What Customer Success Can Do.

Customer Retention 92

Customer Retention Telecommunications Communication Customer Success 92

ClientSuccess

APRIL 19, 2019

For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model. The first part is onboarding a customer and the second part is driving adoption (value).

Customer Success 44

Customer Success Engagement Customers Reference 44

ClientSuccess

MAY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Dedicated “Frontline” Segment.

Customer Success 51

Customer Success Management Books Blog 51

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. They are: Use Customer Goals and Objectives to Personalize Onboarding.

E Commerce 127

E Commerce E-support Hospitality Healthcare 127

ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Yet, success remained elusive. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention.

Customer Retention 52

Customer Retention Metrics Seminar B2B 52

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Let’s get started!

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics. Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

Customer Success 71

Customer Success Sales Connections Customer Base 71

Amity

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Customer Success 68

Customer Success Webinar E-support Customers 68

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

Sales 71

Sales Customer Success Connections Customer Base 71

ClientSuccess

OCTOBER 3, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Russell Gray , Director of Customer Success.

Customer Success 52

Customer Success Books 2016 Blog 52

ClientSuccess

SEPTEMBER 5, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Company : Apttus Inc. Question 1.

Customer Success 40

Customer Success Leadership Books Events 40

ClientSuccess

APRIL 18, 2018

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Document 48

Document Blog Customer Success Presentation 48