Gainsight

MARCH 1, 2024

In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field. Nabeeda Bakali-Abrar Customer Success Manager, Linkedin Years in CS: I have been in customer success for around four years, and as soon as I joined the CS community, I felt right at home.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Kayako

MAY 13, 2022

Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. The portals also automate routine customer issues such as changing account information or passwords.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

GetFeedback

OCTOBER 14, 2019

Since 2008, customer experience has burgeoned and become a key element at many companies. In fact, a Walker study found that by 2020, customer experience will overtake both price and product as the key brand differentiator. Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.

Customer Experience 220

Customer Experience 2008 Document Metrics 220

SurveySensum

APRIL 1, 2024

Customer trust is an indispensable asset for startup brands, forming the foundation for customer retention. In this regard, customer service managers play a critical role in nurturing trust and loyalty among customers, thereby contributing to the startup’s success and competitiveness in the marketplace.

Brands 52

Brands Social Media Feedback Loyalty 52

Totango

DECEMBER 6, 2021

Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022. What 2021 Taught SaaS Businesses about Customer Success. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

2022 92

2022 Insights 2021 E Commerce 92

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. 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.

Customer Journey 91

Customer Journey 2021 Customer Journey Mapping Touchpoint 91

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Customer Success 87

Customer Success Management Sales Measurement 87

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them.

Customer Success 52

Customer Success Metrics Customer Retention Customers 52

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. 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.

Customer Journey 72

Customer Journey 2021 Customer Journey Mapping Touchpoint 72

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Customer success management is the practice of systematically nurturing customer success through standard operating procedures that follow best practices. With an improved customer experience, churn rates decrease, increasing retention.

Customer Success 79

Customer Success Customer Journey Customers Engagement 79

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Customer Engagement 110

Customer Engagement Engagement Customer Journey Mapping Definition 110

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. 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.

Customer Journey 62

Customer Journey 2021 Customer Journey Mapping Touchpoint 62

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. The blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer . Who should manage customer onboarding in a SaaS company?

Webinar 52

Webinar Customer Retention B2B Customer Success 52

SurveySparrow

FEBRUARY 18, 2024

You can create your account in a span of a few minutes and start sending out email surveys that bring instant results. Key Features Survey Creation Made Simple Easily create surveys with the intuitive survey wizard and access a vast email library and embedded thermometer templates. Or perhaps, you want something new to try out.

2024 52

2024 Multi-Channel E Commerce Tourism 52

Totango

JUNE 30, 2020

The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Communication during a crisis is about protecting your core asset, your customers.

Communication 126

Communication Webinar Metrics Customer Retention 126

BirdEye

JANUARY 19, 2023

In this blog post, we’ll explore the key differences between social listening vs social monitoring so that you can make informed decisions when it comes to your business’s digital presence. Social listening and social monitoring are often used interchangeably, but there are some big differences between the two.

Social Media 98

Social Media Brands Information Feedback 98

Totango

AUGUST 18, 2022

The term is borrowed from human resources management. Assigning account managers. Activating accounts. A lot goes into crafting the ideal onboarding process for SaaS products. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible.

Customer Journey Mapping 92

Customer Journey Mapping Customer Success Document Customer Journey 92

customer sure

JUNE 19, 2022

In this blog we’ve talked many times about the importance of responding to customers. Understandably there are worries about resourcing or having to create a new team or little cottage industry to deal with responding to feedback. The key is to avoid keeping customer feedback centralised. when they give you feedback.

Feedback 62

Feedback B2C Insurance Customer Centricity 62

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

Feedback 98

Feedback Customer Success Customers Metrics 98

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.

Customer Success 65

Customer Success Events NPS Customers 65

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

Gainsight

JANUARY 20, 2023

Renewal and expansion activity is a driver of Net Retention Revenue (NRR) and durable growth for your business. This means that by launching true customer centricity from the very first kickoff call, Customer Success Managers (CSMs) will be privy to the customers’ intended business outcomes.

Customer Success 52

Customer Success Touchpoint 2022 Customers 52

CustomerSuccessBox

APRIL 29, 2022

If not, start focusing on customer retention. Plan the best SaaS Retention strategies that ensure customers stay with you for long. Customer retention is critical to your company’s long-term success. 10 Best SaaS Retention strategies for your business! Incentivize Customer Retention.

Customer Retention 52

Customer Retention Metrics Seminar B2B 52

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Customer Engagement 84

Customer Engagement Engagement Customer Journey Mapping Definition 84

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. 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. What Is Product Adoption?

Customer Retention 94

Customer Retention Metrics Customer Success Communication 94

ProProfs Chat

DECEMBER 12, 2019

Is managing your company help desk a tough challenge? A help desk functions as a multi-dimensional resource aimed to reduce the downtime of a company’s services. Are you unable to cater to the customers’ needs and their grievances? This post is dedicated to addressing this issue by and large! Gather the Right Metrics.

Customer Service Representative 95

Customer Service Representative Multi-Channel Metrics Feedback 95

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. Three important processes you can automate to improve your escalation management are: Assigning support tickets.

Customer Experience 62

Customer Experience Customer Journey Customers Customer Success 62

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Assuming that the Sales team owns the renewals, this blog will first address the question of which role within Sales should own the renewal process. Account Executive – A hunter. Account Manager – A farmer.

Sales 59

Sales Net Promoter Score Chief Customer Officer Definition 59

ChurnZero

FEBRUARY 4, 2022

Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity? Engaging your investors starts by understanding what they care about. Good investors care about the results of your organization. Because how you share information with investors matters.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

SurveySparrow

MAY 19, 2023

In this blog post, we will guide you through the important factors to consider when choosing a multi rater feedback tool. In this blog post, we will guide you through the important factors to consider when choosing a multi rater feedback tool. Then a multi rater feedback tool might be just what you need.

Feedback 52

Feedback User Experience Culture Measurement 52

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is shocking.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Success Reference 97

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Steps to implementing Customer Retention Software. Define Scope.

Customer Retention 52

Customer Retention Customer Success Metrics Customers 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. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

Circular Edge

DECEMBER 13, 2022

Blog Credit: Pamela Pierce, December 7, 2022 (5 Ways to Extract Serious Value from Your Transactional Data | NetSuite). The IRS, for example, requires that data relating to tax filings be kept for up to seven years, and the SEC wants information held for up to six years after an account is closed.

Competitive Advantage 52

Competitive Advantage Multi-Channel 2022 Insights 52

Call Experts

MARCH 18, 2020

Without much preparation, many people are abruptly having to adjust to new ways of operating, managing and planning for life. Actors read to Children: FREE children's literacy resource featuring the world's best storytellers reading books aloud. Also, for working parents, there is the added pressure of school and daycare closures.

Contact Center 75

Contact Center Call Center 2018 Customer Journey Mapping 75

Totango

AUGUST 25, 2022

Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue. Next, we’ll share six keys to effective SaaS customer engagement. SaaS customer engagement is the strategic management of interactions with software users to help them see the value of the product.

Customer Engagement 96

Customer Engagement Engagement Net Promoter Score Metrics 96

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? To succeed, businesses must have a comprehensive and strategic approach to business development.

2023 98

2023 Return on Investment Social Media Sales 98