ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

Gainsight

OCTOBER 17, 2022

For those of us in the SaaS space, 2022 has certainly been one of those tough times. Valuations have collapsed, new sales are declining, and, sadly, hard-working people across the sector are being laid off. . You might say it’s time for a customer-centric twist on that classic catchphrase: Keep calm and double down on your customers.

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

Education Services Group

JUNE 12, 2023

A prospective customer has learned about your business, they’ve spoken to Sales, and they feel like yours is the right solution for them. You’re officially rewarded for your work and are observing them move into the next stage of the customer journey – Acquisition! Sales has made promises that CSMs now have to fulfill ASAP.

Customer Journeys 52

Customer Journeys Customer Success Guidelines Sales 52

Lumoa

APRIL 7, 2022

This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. An NPS score is a valuable metric to track customer sentiment, and it can help businesses improve customer loyalty, boost sales, and improve customer satisfaction.

NPS 208

NPS Net Promoter Score Industry How To 208

Gainsight

AUGUST 18, 2022

Congratulations to the winners of the 2022 GameChanger awards! The winners represent some of the biggest names in the SaaS industry, and we salute their ability to change the game of customer success and experience over the past year. . Their success is what makes us the #1 sales enablement leader globally.”.

Effort Score 23

Effort Score Customer Success Software Healthcare 23

Education Services Group

OCTOBER 4, 2022

But I still see far too many Customer Success leaders (yes, even smart ones!) Be sure you’re making a real distinction between segmentation and tiering in your Customer Success strategy. Number one and number two in the Customer Success Maturity Model. Don’t be silly!” Then, I’m relieved.

Customer Success 52

Customer Success Financial Strategy Exercises 52

CSM Magazine

NOVEMBER 9, 2022

These customers are less concerned with price and quality and are more concerned about new motivations. Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”. Customer Service (CS). Customer Success.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

SmartKarrot

DECEMBER 22, 2021

As digital transformation accelerated in 2020-2021, companies have invested heavily in their customer success (CS) teams. Initially, customer success was built at the intersection of sales and marketing functions to create business value as an ancillary function to marketing, sales, and support to generate revenue.

Customer Success 19

Customer Success Leadership B2B Software 19

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! So, the Customer Success team today at most orgs is a very poor steward of the customers’ needs and experience.

Roadmap 52

Roadmap Customer Success Feedback Report 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ChurnZero

SEPTEMBER 20, 2022

As a Customer Success professional, how can you provide positive memories in a consistent way? These four highlights from Ed’s presentation will help you improve your Customer Success approach to build more trust with every interaction. Take the post-sale kick-off meeting, for example. Bring intensity to the game.

Meeting 52

Meeting Sports Case Study Hospitality 52

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

CustomerSuccessBox

MARCH 3, 2022

When for the firms, Customer Success came into sight helping out customers before a situation knocked up mattered a lot. Read on to know about the Customer Success books for Customer Success Managers (CSMs) to read in 2022. Did you know, “Happy customers are repeat customers”?

Customer Success 52

Customer Success Management Handbook Chief Customer Officer 52

SmartKarrot

FEBRUARY 16, 2022

According to 71% of consumers, customer service at large organizations has stayed the same or gotten worse in the past few years. 38% of respondents of a recent survey on CX, enhancing service levels is the top aim for contact centers in 2022. How are B2B companies driving customer experience?

Customer Experience 10

Customer Experience Social Media B2B e-support 10

Gainsight

SEPTEMBER 6, 2022

Economic output declined sharply in the first half of 2022, and the U.S. This is especially evident in the Software-as-a-Service industry, where layoffs, hiring freezes and a slowdown in sales are creating never-before-seen headwinds. He’s also the co-author of two books: Customer Success and The Customer Success Economy. “A

Self Service 10

Self Service Customer Success Roadmap Sales 10

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

CustomerSuccessBox

FEBRUARY 20, 2022

Significantly changing from red to green, allowing the customer success teams to know the status of the customer relationship with the product, which gives them insights to enhance it better over time. Tip: Calculating a perfect customer health score for SaaS. Top 6 tools for measuring customer health.

Measurement 52

Measurement Tools Effort Score Software 52

SmartKarrot

SEPTEMBER 20, 2022

The enterprise software market is overgrowing and is expected to reach $1 trillion (about $3,100 per person in the US) by 2022. Digitalizing business processes has helped enterprises reduce costs while improving customer satisfaction and employee productivity. from 2022 to 2028. Enterprise Software in the SaaS Market in APAC.

Software 10

Software CRM Healthcare Telecommunications 10

CustomerSuccessBox

MARCH 23, 2022

“You cannot buy engagement, you have to build engagement” Whether or not your SaaS company provides huge customer success, it is substantial that a customer engagement model oversees proactive engagement with clients. What is a Customer Engagement Model? High Touch Post Onboarding.

Customer Engagement 52

Customer Engagement Engagement Resources Customers 52

Gainsight

JULY 21, 2020

At Gainsight and other SaaS companies, with the challenge of new sales, the emphasis has been on showing value and growing with your existing book of business. We all know that customer success is imperative in that regard, but this becomes even more important when looking at the reseller market. The entire vendor ?

Customer Success 64

Customer Success Strategy Effort Score Software 64

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. But what if this new business is replacing churned customers and there is no net growth? Satisfied customers are 87% more likely to purchase upgrades and new services. Yes, but not exactly.

B2B 105

B2B eBook Sales Analytics 105

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. But what if this new business is replacing churned customers and there is no net growth? Satisfied customers are 87% more likely to purchase upgrades and new services. Yes, but not exactly.

B2B 98

B2B eBook Sales Analytics 98

Gainsight

JUNE 30, 2022

Today, according to the 2022 Product-Led Growth Index , almost 66% of SaaS companies use product-led growth strategies. Companies that use PLG are growing 2X faster and more efficiently than vendors with more traditional sales models. Indeed, an acquisition-focused approach to PLG has proven successful for many SaaS brands.

Roadmap 52

Roadmap Sales Customer relationships Strategy 52

Education Services Group

OCTOBER 20, 2022

BIG RYG 2022 was a jam-packed two days of engaging sessions, new connections, and “aha” moments. If you think only Sales and Customer Success can impact Net Dollar Retention (NDR), Joel Passen , Co-Founder of Sturdy would tell you that you’re dead wrong. Joel shared that listening to customers is harder than it sounds.

Financial 10

Financial Exercises Customer Success Communication 10

SmartKarrot

FEBRUARY 10, 2022

It is measured in terms of LTV (Lifetime Value) and CAC ( Customer Acquisition Cost ). Customer economic unit metrics are a part of customer metrics. Since this blog is all about the top customer metrics in 2022 from the perspective of the SaaS CFO, let us limit ourselves to it. . Customer Retention Cost (CRC).

Metrics 10

Metrics Software NPS B2B 10

SurveySparrow

NOVEMBER 23, 2022

The customer feedback loop is a process to ensure constant product or service development based on user sentiments and opinions. This also ensures positive customer relationships and enhanced customer satisfaction. The 7-step Customer Feedback Loop Process That Works! Read: 10 NPS best practices to follow in 2022.

Feedback 52

Feedback How To Customer Satisfaction Survey 52

SmartKarrot

NOVEMBER 29, 2022

This includes the professionals who handle sales and management and those responsible for post-sales support activities such as IT, customer service, and logistics. The process discusses ways to handle and grow such accounts by considering the entire account relationship. Segmenting the customers. LAMP works by –.

Management 19

Management Competitive Advantage Sales B2B 19

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. You are aware that technology will be critical in 2022 and beyond for the industry. But how much does your technology add to your company’s revenue?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success (CS), we want you to have all the information and insights you need to stay current and take your CS practice to new heights.

Resources 52

Resources Customer Success eBook Healthcare 52

Gainsight

MAY 18, 2023

Can you believe it’s been an entire year since the 2022 GameChanger Awards ? Every year at Pulse , we recognize industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers.

Customer Success 52

Customer Success Software Customer Journeys Analytics 52