Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. The term is borrowed from human resources management.

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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. No harmony between teams and touchpoints involved in the renewal process. Account review and summary of previous interactions. No proven renewal playbooks.

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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.

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Metrics Customer Success Customer Retention Blog 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. For best results, standard procedures should be automated for each key touchpoint in customer journeys to ensure efficient, consistent delivery of satisfying experiences.

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Customer Journey 2021 Customer Journey Mapping Touchpoint 92

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. To move away from this pattern, we suggest organizations put in place an early customer warning system that enables their customer success team focus on proactive customer retention.

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Customer Success Events NPS Customers 65

Gainsight

JANUARY 20, 2023

We recently covered how Customer Success (CS) teams can create digital scale at moments of truth during the implementation and adoption phases of the customer lifecycle. Building upon that strong foundation, you can also add digital-led strategies to critical moments such as revenue expansion opportunities and contract renewal.

Customer Success 52

Customer Success Touchpoint 2022 Customers 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. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. Next, we’ll share six keys to effective SaaS customer engagement.

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Customer Engagement Engagement Net Promoter Score Metrics 97

SurveySparrow

APRIL 28, 2023

I sincerely doubt I’m qualified to write a blog about product qualified leads. By identifying these users, your sales team can focus on engaging with those who are most likely to convert. As someone who went “product qualified what?”, Fortunately, there are plenty of smart, insightful people who are experts in this area.

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Demo Metrics Sales Webinar 52

BirdEye

NOVEMBER 28, 2023

The company was struggling with a manual, labor-intensive process of managing its online reputation until it found a solution that marked a significant turnaround. It’s a common headache for businesses today across sectors as they need a streamlined and efficient online reputation management process. The result?

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Management E Commerce Healthcare Hospitality 57

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? CX Management and High-Impact Customers. The Customer Experience Management Process.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

CustomerSuccessBox

FEBRUARY 2, 2022

As a result, once due diligence is finished and contracts are signed, customer success teams are frequently in pandemonium. Customer success teams work tirelessly to comprehend and manage the impact on their own customers, as well as acquired and mutual customers. Yet they are frequently taken into account.

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Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. For best results, standard procedures should be automated for each key touchpoint in customer journeys to ensure efficient, consistent delivery of satisfying experiences.

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Customer Journey 2021 Customer Journey Mapping Touchpoint 73

BirdEye

OCTOBER 24, 2023

Online reputation management is a cornerstone for agencies trying to build trust and attract more patients in today’s digital landscape. By automating internal processes, you can enhance your online presence and improve patient satisfaction without draining valuable time or resources. How are you doing today? It’s good to be here.

Healthcare 57

Healthcare Hospitality Consulting Retail 57

Circular Edge

MAY 12, 2022

Blog Credit: Kristina Russo, September 13, 2021 (What Is a Financial Controller? Financial controllers are a varied group of accounting professionals. Universally, a financial controller is a company’s lead accountant, responsible for accurate financial statements and efficient accounting processes. Key Takeaways.

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Financial Books Banking Management 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. However, despite her team’s hard work, she noticed that the user adoption rate was disappointingly low.

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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.

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Totango

JUNE 25, 2021

This makes your escalation management strategy a key to effective customer retention. In this blog, we’ll highlight some ways smart use of automation can help you improve your escalation processes. In escalation situations, customers may become frustrated, increasing churn risk.

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Customer Experience Customer Journey Customers Customer Success 62

Totango

JUNE 30, 2021

Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. These customers run a higher risk of becoming disengaged and churning. If your data shows that product adoption rates are low, you can implement a proactive product adoption strategy to increase your numbers.

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Customer Retention Metrics Customer Success Communication 95

Circular Edge

DECEMBER 13, 2022

Blog Credit: Pamela Pierce, December 7, 2022 (5 Ways to Extract Serious Value from Your Transactional Data | NetSuite). That translates to lost insights that could have improved your productivity and product quality while mitigating risk. While retaining historical business transaction data is required, managing it can be a challenge.

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Competitive Advantage Multi-Channel 2022 Insights 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. For best results, standard procedures should be automated for each key touchpoint in customer journeys to ensure efficient, consistent delivery of satisfying experiences.

Customer Journey 62

Customer Journey 2021 Customer Journey Mapping Touchpoint 62

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. For CFOs: Emphasize financial KPIs and trends.

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Customer Success Net Promoter Score Presentation Financial 72

CustomerSuccessBox

APRIL 29, 2022

Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! 10 Best SaaS Retention strategies for your business! If not, start focusing on customer retention.

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CustomerSuccessBox

NOVEMBER 16, 2021

They usually make life easier for teams applying them. 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). It can also be a great way to solve a problem or to teach a newly formed team.

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Customer Success Metrics Customer Journey Roadmap 52

Gainsight

DECEMBER 19, 2022

Well, in more ways than one, Customer Success (CS) teams today are probably facing something similar with everything that seems to be going on in the elusive economic landscape. Needless to say, businesses are being more conservative and careful with where they are spending their money and allocating their resources.

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Customer Success Financial Events Presentation 52

ChurnZero

NOVEMBER 18, 2021

As Rosabeth Kanter, Harvard Business School professor and best-selling author who specializes in strategy, innovation, and leadership for change, puts it: “Change demands new learning.”. Now, at the risk of stating the obvious, change is hard. To keep my plants from dying, I needed to make a change.

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CustomerSuccessBox

JUNE 21, 2022

To help you, we have compiled a list of the top 8 strategies that will enable you to carry out customer onboarding at scale. 8 Best Strategies for Customer Onboarding at Scale. The customer begins to understand that the onboarding manager will take them through their customer journey. The same goes for the sales teams also.

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White Paper Customer Retention Webinar Sales 52

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. At the start of implementation, our team outlines every point in the process where they will discuss data quality efforts.

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Customer Success Customers Document Sales 52

ClearAction

NOVEMBER 26, 2017

I added a couple of new reasons and organized the list into four topical categories: enterprise transformation, marketing accountability, marketing efficiency and effectiveness, and marketing transformation. Marketing Operations tracks leading indicators to manage turbulence. Marketing Accountability. Resource justification.

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Marketing Roadmap Competitive Advantage Leadership 70

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. In general, monitoring customer trends leads to a win-win situation for both sides, because the customer success team can be alerted to potential churn risks early and proactively mitigate it.

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. In general, monitoring customer trends leads to a win-win situation for both sides, because the customer success team can be alerted to potential churn risks early and proactively mitigate it.

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. In general, monitoring customer trends leads to a win-win situation for both sides, because the customer success team can be alerted to potential churn risks early and proactively mitigate it.

Metrics 52

Metrics 2014 Measurement Blog 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. Their suggestions apply to those who already lead finance teams and to those who aspire to reach that top spot. Our Sources.

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2014 Culture Healthcare Apparel 52

BirdEye

APRIL 19, 2023

Does this sound familiar? You’ve worked for years for a big company, but it’s just not the career you want. It’d be great to work for yourself, but how do you go about finding a small business idea that actually works? We’re here to help. But first, let’s go over what makes a small business idea worth pursuing.

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2023 Social Media Consulting Events 97

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

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. Now is the time to lean on your Customer Success team. There are five key CS best practices that can guide your customers through to the better times ahead. . This reduction in cash flow is likely to increase rates of SaaS customer churn.

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Customer Retention Telecommunications Communication Customer Success 92

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. A handful number of customers at this level means that customer success teams can identify most customers by name, describe their expected business outcomes, and predict at-risk and successful customers.

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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. As you move into this last phase of your CX transformation, we recommend you focus on four key areas in order to increase your likelihood of success.

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Customer Experience Government Roadmap Return on Investment 40