Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Customer Success 94

Customer Success Consulting Customers Leadership 94

Totango

JANUARY 14, 2020

To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. The customer success (CS) team is in charge of engaging current customers and ensuring they have a positive experience. Thinking Critically About Customer Success Roles.

Customer Success 63

Customer Success B2B Net Promoter Score Case Study 63

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B Engagement Self Service Strategy 80

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology.

Technology 62

Technology Customer Success Consulting ROI 62

Team Support

JULY 27, 2020

This proves particularly important with B2B (business-to-business) relationships using an MRR (monthly recurring revenue) model since those customers tend to be higher value, thus more critical to retain. The buying cycle is typically longer as well, which makes it more difficult to fill a revenue gap if a customer is lost.

B2B 90

B2B Strategy Customer Success Software 90

CustomerSuccessBox

JUNE 8, 2021

Sales, like Customer Success, has a job to do and the job has to be done well. Remember that a job well done for Sales means surpassing their numbers while the major goal of customer success is to ensure customers achieve their desired business outcome using the product. What is the effective way?

Sales 52

Sales Customer Success B2B CRM 52

Amity

NOVEMBER 14, 2018

The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. This article was originally published on WnTD's blog. Create a consistent internal communication process.

Sales 87

Sales Customer Success Tips Customer Journeys 87

Team Support

OCTOBER 11, 2019

For sales yes, but for your entire company it definitely shouldn’t be. More companies are spending additional time and resources on improving the B2B post-sale experience of their customers. Keeping customers happy after the sale decreases churn – Simply put, happy customers are less likely to leave your business. .

B2B 70

B2B Sales Industry Customer Experience 70

CustomerSuccessBox

SEPTEMBER 15, 2021

As the CEO of your company, there may come a situation where you need to implement customer success. You have two options- in-house customer success or outsourcing customer success. With customer success being a new function and companies not prepared for it, outsourcing might seem like a wise decision.

Customer Success 52

Customer Success B2B Net Promoter Score Competitive Advantage 52

Team Support

NOVEMBER 4, 2020

And it's how we began our story of two B2B customer support departments. Sales is blaming customer support for losing the customers they worked so hard to bring in. Emily and her B2B customer support team use a B2B customer support software. We continue the story in Chapter 2.

B2B 98

B2B Self Service e-support Knowledge Base 98

Waypoint Group

MARCH 5, 2020

I had the opportunity to be interviewed by Satoko Miller of Rainmakerforce, a Sales performance improvement provider, to discuss some of the key takeaways from my book, “ Failure Sucks! Some of the discussion included: Learning a few things from Sales around strengthening customer relationships. ”) and persona.

Sales 40

Sales Customer Success B2B Customer relationships 40

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score Customer Success NPS Effort Score 81

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] 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.

ROI 106

ROI Software B2B System 106

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers.

Customer Success 98

Customer Success B2B Metrics Strategy 98

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. Did they achieve these outcomes?

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Course 98

Course Customer Journeys Customer Success Consulting 98

PK

OCTOBER 2, 2019

The classic stereotypes of B2B tech buyers no longer hold true. Deals no longer hinge on cold calls, as B2B tech buyers want to shop anonymously for as long as possible. Some of this can be attributed to the rise of service-minded e-retailers like Amazon, a standard setter across B2B and B2C. The importance of building trust.

B2B 51

B2B Sales Case Study B2C 51

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. It depends on how technical your customers are.

Customer Success 98

Customer Success Metrics Consulting Training 98

Gainsight

FEBRUARY 9, 2023

And as you can tell by the chart, the runaway winners in the minds of most executives are: Expansion and Cross-sell: Want to reduce customer acquisition cost (CAC) ? Sell to your existing customer. Automating Customer Success (CS): Can’t add more Customer Success Managers ( CSMs)? B2B and B2C.

Customer Success 52

Customer Success B2C Customers Strategy 52

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

TeamSupport

JULY 27, 2018

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers?

Customer Relationship Management 45

Customer Relationship Management Customer relationships B2B Customer Success 45

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Kapta Customer Success

APRIL 5, 2019

Sales is hard enough as it is. In a B2B context, there’s a better way of doing it. How do you walk into a sales meeting and NOT talk about your products? This method of sales revolves around building a good relationship with your clients. Don’t make it worse for yourself by pushing products from the beginning.

Sales 53

Sales Customer Success Management Meeting 53

ChurnZero

APRIL 7, 2021

Here’s some reasons why B2B software companies should put a dedicated effort into getting customers to provide their feedback via review sites. Having a profile on customer review sites will allow potential customers to find you as a solution they might be looking for and will help expand your addressable market.

Customer Success 81

Customer Success B2B Effort Score Software 81

Team Support

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry.

B2B 108

B2B CRM Software B2C 108

ChurnZero

DECEMBER 15, 2020

Criteria Corp’s Customer Success Team (and a few furry friends). Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.). Learn what Patrick Blanton, Vice President of Customer Success shared about his team.

Customer Success 98

Customer Success Customers Metrics B2B 98

Team Support

JANUARY 12, 2021

As we enter 2021 the strategic role of B2B Support must be aligned (or realigned) with overall corporate strategies. Company-wide initiatives to improve customer experiences (CX) and drive success are influencing Support to engage in new, more meaningful customer interactions.

B2B 86

B2B Knowledge Base Resources Report 86

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Customer Success 97

Customer Success B2C How To B2B 97

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 100

Customer Success Customer Centricity Customer Satisfaction B2C 100

ChurnZero

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction? .

Customer Success 95

Customer Success Conference B2B Sales 95

Team Support

NOVEMBER 3, 2020

Let’s use this analogy in “A Tale of Two Customer Support Departments” to tell about the despair and suffering of the B2B customer support department that still struggles with silos between support, sales, and product teams, using e-mail to manage support tickets, and no visibility into the history of the customer issues.

B2B 76

B2B e-support Sales Customers 76

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ChurnZero

AUGUST 31, 2021

For most B2B companies, Q4 means the time of contract renewals. It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Conduct Preliminary Customer Success Renewal Research.

Customer Success 95

Customer Success Net Promoter Score Self Service Customer Retention 95

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? How Beneficial is the Voice of Customer Framework?

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52