Think Customers

MAY 1, 2024

Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. Often many stake holders and decision makers are involved specially in B2B. The challenge is how. The answers is Yes. And also, no.

ROI 52

ROI Software B2B System 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Gainsight

DECEMBER 28, 2022

To help you prepare for the mindset shift and future financial uncertainties, Gainsight published a new ebook, The Essential Guide to Budgeting for Customer Success and Durable Growth. Position Customer Success (CS) as an Efficient Growth Engine . Customer Success teams. . Durable Growth.

Customer Success 52

Customer Success Self Service eBook Customer Retention 52

ChurnZero

MAY 6, 2022

He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. Category creators face more challenges in B2B. “I But in B2B, being first is terrible. B2B products must impact ROI. “If You Mon joined the CHURN.FM

ROI 98

ROI B2B B2C Metrics 98

Influitive

NOVEMBER 1, 2017

Now that you’ve sourced a pool of amazing customers with stories to tell (see my post on 4 steps to sourcing amazing customer success stories) and have helped them create user-generated content (UGC) that’s sure to attract a ton of highly qualified leads, next comes content distribution.

Customer Success 65

Customer Success ROI B2B Tips 65

Gainsight

DECEMBER 20, 2020

And in the world of Business-to-Business (B2B) relationships, we have learned how critical our clients are to making it through ups and downs. Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Helps Businesses Survive Through the Pandemic. .

Customer Success 69

Customer Success ROI Metrics Sales 69

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success Data ROI Conference 52

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Software 52

Software Customer Success Effort Score Net Promoter Score 52

ChurnZero

DECEMBER 11, 2020

A s much as I hope you enjoyed this poem, it’s time Customer Success leaders stop hoping for approval and watering down their budgetary needs for fear of rejection. . The best investment your company can make is in its customers – and that means investing in Customer Success. . The ROI Argument .

Customer Success 59

Customer Success ROI CRM Software 59

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

Lumoa

JUNE 30, 2022

Maybe they don’t get included in product decisions or informed when new marketing campaigns are run. There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Pick one area and make a change to the customer experience.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Influitive

AUGUST 3, 2015

In the B2B software world, it’s a buyer’s market. In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer.

B2B 66

B2B Report Social Media Marketing 66

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Totango

APRIL 11, 2019

This is certainly true of the customer success health scores used to monitor the status of customers. When a health score indicates that a customer requires attention, you also need to know what went wrong and how to fix it. What is a Customer Success Health Score? Use a Customer Success Platform.

Customer Success 88

Customer Success Metrics Measurement Customers 88

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Just look at B2B bemouths like Salesforce, Moz, and HubSpot.

Strategy 64

Strategy Marketing Case Study Effort Score 64

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. What does the culture of Customer Success look like at HelloSign?

Customer Success 0

Customer Success B2C NPS e-support 0

ProProfs Chat

JANUARY 24, 2020

Advocacy Marketing by Tesla is another brilliant example in which the existing loyal customers were used to grab new customers. . The company offered referral packages of $1000 to both existing customers and new references. How to Develop Customer Advocacy for Your Business? Access to diverse marketing channels.

Marketing 103

Marketing Social Media Policies ROI 103

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. These actionable points are powerful enough to turn around your CS business’s ROI! This will help you in deciding whether you’re on the right track to success or not. Choose the right Customer Success tools.

Customer Success 59

Customer Success Metrics Measurement Tools 59

Customer Bliss

APRIL 25, 2019

Delivering value is ultimately the key point of B2B customer success and delight. 2 Tactics to Further Customer Success. Jon says, “in pre-sales, your sales team knows why the customer is buying the product because they’re the ones who convinced the customer to do so.”

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

CX University

MARCH 18, 2024

This cutting-edge strategy goes beyond traditional personalization techniques that you may be using now by leveraging advanced technologies to create highly individualized interactions that cater to the specific needs and preferences of each customer. Customer Retention. Market Share and Customer Success.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

Waypoint Group

AUGUST 30, 2016

Part 3: Better marketing ROI from Advocate & Detractor management Welcome to the third installment of our 5-part series about accelerating growth in B2B companies. The post [Part 3] 5 Ways B2B Companies Can Accelerate Growth appeared first on Waypoint Group.

B2B 40

B2B Company ROI Metrics 40

Amity

NOVEMBER 5, 2018

In Customer Success, we’re responsible for helping our customers reach their goals by pointing them towards the right tools and resources with the solution we’re supporting to ultimately help them achieve their desired outcomes. It’s usually not a good sign and could mean poor customer health from the get-go.

Customer Success 77

Customer Success Software Sales Customers 77

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. What does the culture of Customer Success look like at HelloSign?

Customer Success 60

Customer Success B2C NPS e-support 60

Influitive

JANUARY 24, 2019

B2B brands and products are no different. But is your entire company doing enough to make your customers’ voices heard? The post A Peek Inside Forrester’s New Report On How Brands Can Win At Post-Sale Marketing appeared first on Influitive. You tell everyone, especially the people most likely to find it interesting.

Report 74

Report Sales Brands Marketing 74

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Helping customer contacts with training.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

SmartKarrot

MARCH 24, 2022

To provide you with the background, account-based marketing is a marketing strategy that focuses on creating personalized communications targeted at high-value accounts. For instance, you are a B2B cloud-service provider seeking to sell your services with an established firm that has not switched to the cloud yet.

B2B 10

B2B Company Marketing ROI 10

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. 4 Engagement Models For Customer Success. High Touch Onboarding.

Customer Success 44

Customer Success Engagement Resources Software 44

Education Services Group

JULY 10, 2019

Customer Success goes beyond your customer-facing domain. It is about more than just delivering specific customer outcomes. An effective Customer Success strategy depends on buy-in from your channel partners as well. So in today’s SaaS-dominated B2B landscape, channel relationships are in need of an update.

Customer Success 40

Customer Success Customer Journeys Customer Centricity Strategy 40

CustomerSuccessBox

SEPTEMBER 2, 2021

Customer Acquisition Cost (CAC) can be calculated by dividing all the Marketing and Sales costs required to acquire a new customer within a specific time. An average SaaS business spends 92% of their first-year revenue on customer acquisition. In other words, it takes 11 months to pay back their customer acquisition cost.

Metrics 52

Metrics Advertising ROI Customer Success 52

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

Waypoint Group

DECEMBER 3, 2015

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. Only 32 percent of those surveyed say they have the resources, skills, and tools they need to provide the experiences B2B customers require.

B2B 40

B2B Customer Experience B2C Analysis 40

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Waypoint Group

DECEMBER 15, 2015

Humanity’s VP of Client Services, Paul Piazza, reached out to Waypoint Group to leverage B2B customer feedback in a way that would help his team better understand what customers really want and need from their product. We’ve seen tremendous ROI from just 3 months of using TopBox. appeared first on Waypoint Group.

B2B 40

B2B Feedback Case Study ROI 40

Survicate

NOVEMBER 27, 2018

As a marketing leader, you’re on a constant lookout for tools that will help you achieve your marketing objectives. Let’s be honest – there are no magic hacks that will get you 1000 new customers in 10 days – not unless you nail their needs in a truly stupendous manner. Marketing priorities have changed.

Feedback 55

Feedback Marketing Chatbots Survey 55

SmartKarrot

AUGUST 16, 2021

Role: Global Head of Customer Success Location: London, England, United Kingdom Organization: YOOBIC As a Global Head of Customer Success, you will be a Leader, first and foremost, and part of the customer success leadership team with the courage and confidence to challenge the status quo; anticipating problems and mitigating risks.

Customer Success 19

Customer Success ROI B2B Customers 19