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

SEPTEMBER 29, 2022

A variety of options are accessible to customers today in this cutthroat industry. B2B SaaS businesses typically rely on their decisions on investments or IT solutions on the reliability of the brand or product. However, customers are also searching for a quick time to value (TTV). In B2B SaaS, what does time to value mean?

Metrics 52

Metrics Return on Investment B2B Software 52

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?

Customer Success 87

Customer Success Metrics Measurement Customers 87

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

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial. 6 Focus areas for a Customer Success Team or a Customer Success Leader.

Customer Success 52

Customer Success ROI Measurement Metrics 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

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. In this customer-centered economy, a lapsed customer could represent years of lost renewal opportunities.

Strategy 106

Strategy Management B2B ROI 106

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

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

ChurnZero

FEBRUARY 15, 2019

Top 10 Customer Success Takeaways from SaaStr. . It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . Customer Success profession is exploding. Ask me how.

Customer Success 53

Customer Success Return on Investment Metrics Conference 53

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. However, the one universal metric is the “Net Retention Rate (NRR)”.

Customer Success 59

Customer Success Metrics Measurement Tools 59

Totango

MAY 10, 2022

After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. We’ll follow up by honing in on how to optimize your customer engagement strategy by using KPI tracking and customer success software to maximize your results.

Customer Engagement 77

Customer Engagement Customer Journeys Engagement Tips 77

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. . Probably not.

Customer Retention 52

Customer Retention Metrics Measurement B2B 52

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

B2B 10

B2B Strategy ROI Return on Investment 10

ECXO

OCTOBER 5, 2023

The best training in the world of Customer Experience is now available at ECXO. Discover how to rapidly increase metrics maturity for urgent modern priorities of trust, value, respect, and values. Fine-tune your wisdom in identifying top ROI opportunities and service design, quality, and recovery.

ROI 52

ROI Video Government Leadership 52

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. CAC is an important metric for growing businesses to determine profitability and efficiency. In other words, it takes 11 months to pay back their customer acquisition cost.

Metrics 52

Metrics Advertising ROI Customer Success 52

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

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices.

ROI 54

ROI Feedback Survey Financial 54

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

CX University

MARCH 18, 2024

By tailoring recommendations based on user feedback and purchase history, the company enhances customer satisfaction and retention. Here are some key ways companies have measured the success of their hyper-personalization strategies: Revenue Growth. Customer Retention. Market Share and Customer Success.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

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

Gainsight

APRIL 14, 2022

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Why NRR Matters.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. Each session I attended held alignment with various leading Customer Success topics and strategic concepts, which closely correspond to many of our current account initiatives across ESG today. What is it that customers truly expect? Engagement: It’s Dynamic!

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

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

Totango

OCTOBER 2, 2020

By considering each stage of the journey as a unique customer experience that comes with its own goals for achieving success, you can generate customer momentum and reduce the time to value — and the sooner customers experience ROI, the sooner they begin to rely on your product. Personalize communications.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

ChurnZero

APRIL 15, 2022

But knowing when customers are primed for expansion isn’t always obvious. If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach.

ROI 98

ROI Data Examples Report 98

SmartKarrot

JULY 22, 2022

But, managing customer education as a core business operation is not enough. Measuring Return on Investment (ROI) to educate customers is equally important. If your content or other customer education efforts do not bring your organization’s ROI standards, they need to be modified until the result is achieved.

ROI 10

ROI Return on Investment How To Training 10

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

CustomerSuccessBox

JULY 14, 2021

Suggested Reading: Why is Customer Retention Important for B2B SaaS Business? Numerous SaaS companies with long-term goals of growth and success tend to focus time and effort on product adoption. There are several key metrics using which you can calculate your adoption rate. Calculating Customer Adoption Rates for Usage.

How To 52

How To Metrics B2B Measurement 52

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

CustomerSuccessBox

DECEMBER 24, 2021

For B2B SaaS companies, user adoption is one of the most important elements of sustainable growth. The time to first value or core value of the product was found to be the most important metric for SaaS growth. User Adoption Strategies for B2B SaaS businesses. Customer Onboarding makes or breaks. HOW COOL IS THAT!

B2B 52

B2B Software Customer Journeys Strategy 52

Waypoint Group

OCTOBER 7, 2015

Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers. While understanding a “typical” score for a company in your industry can be interesting, it shouldn’t be a benchmark to base decisions about customer success. So how can you use internal benchmarks to drive customer success?

Customer Success 40

Customer Success Comparison ROI Groups 40

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

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. Her CEO has asked her to nominate a customer who could talk about the value they have realized from the firm’s solution. Suggested Read : How to do customer health score in 2022? Let’s find out.

Customer Success 52

Customer Success Case Study Customers Data 52

Waypoint Group

OCTOBER 17, 2019

Implementing Waypoint Group’s TopBox TM Customer Engagement platform, Reciprocity realized significant benefits within just 12 months: 50%+ increase in CSM team productivity. Metrics to gauge product improvement plus customer experience and satisfaction. Implementation – Building an internal collaboration and coalition.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12