ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. Today’s companies need to have exceptional reviews, references, and referrals if they want to compete and grow. ChurnZero virtual RYG panelists included: Nicole Barker , Head of Customer Success at Conductiv.

Customer Success 96

Customer Success How To Case Study Customers 96

Lithium

SEPTEMBER 21, 2022

This customer had to juggle a massive merger, adoption of the Khoros system, and dealing with a vast influx of volume during a nationwide event and promotion. Previously used Care models suggest that these factors would cause this customer to crash and burn. After all, no one wants to spend money with a frustrating company.

ROI 52

ROI Social Media Customer Care System 52

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Create a Cross-Functional Customer Journey Team. Choose the Right Customer Success Software that provides a 360-degree view of your customer. Driving Software Adoption through Customer Success Begins with Understanding.

Software 118

Software Customer Engagement Customer Success Engagement 118

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Company Management Roadmap 59

Totango

MARCH 21, 2019

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.

Customer Success 86

Customer Success ROI Lifetime Customer Customers 86

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

Gainsight

DECEMBER 20, 2020

Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Helps Businesses Survive Through the Pandemic. . Customer Success Helps Businesses Rebound – Through Their Clients. Companies with higher NDR tend to be valued more highly : 4.

Customer Success 69

Customer Success ROI Metrics Sales 69

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

CustomerSuccessBox

APRIL 6, 2022

Processes are king in the field of customer success. Many customer success teams rely on a systematic approach to get everything done during the day. They ensure that nothing important for particular customers falls between the cracks. The solution is to drive those ‘aha’ moments with customer success.

Customer Success 52

Customer Success How To Conference Customers 52

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. It becomes imperative for the company to be proactive. Managing customer relationships is crucial. What is the ROI?

Customer Success 52

Customer Success ROI Measurement Metrics 52

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Why is Automation important to scale Customer Success? Especially if you’ve thousands of customers. Managing your customers and their success path as a SaaS company is a meticulous process.

Customer Success 52

Customer Success Poor Customer Service Resources Customers 52

Gainsight

APRIL 2, 2021

Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. So when a Customer Success leader, as one of OUR clients, tells us about how different they are, it’s reasonable to be a bit skeptical.

Customer Success 52

Customer Success Handbook Software Groups 52

Gainsight

JUNE 27, 2023

Over two days, more than 50 Customer Success CxOs and SVPs from leading businesses like Hubspot, Mews, Software AG, Intercom, Alteryx, and Darktrace came together at Oakley Court in Windsor to share knowledge, foster connections, and explore the ever-evolving Customer Success landscape.

ROI 52

ROI Return on Investment Touchpoint Leadership 52

Totango

MAY 23, 2019

It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells. Customer success upsells are critical to your own success. Let’s look at how you can generate customer success upsell opportunities and encourage continued expansion.

Customer Success 74

Customer Success Effort Score Customer Centricity How To 74

ChurnZero

NOVEMBER 5, 2021

You purchased your Customer Success software with expectations of how it would perform and how your team would use it. For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. The 7-point audit checklist for Customer Success software 1.

Software 52

Software Customer Success Net Promoter Score Exercises 52

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Software 52

Software Customer Success Net Promoter Score Exercises 52

Gainsight

OCTOBER 31, 2018

I can think of at least three customers that we lost because of this feature.”. Many of our best people worked at [company X] before… ”. I think this question of causation or correlation is super relevant as the industry analyzes the impact of Customer Success. How do we quantify the impact of Customer Success?”.

Customer Success 61

Customer Success ROI Sales Groups 61

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Rather, the CS team is equally important to the success of a company.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions.

Company 71

Company Strategy Tips Customer Success 71

Amity

SEPTEMBER 25, 2017

The company’s software platform — which includes eSignature, digital workflow, and electronic fax solutions — converts process to revenue for over 60,000 companies around the world with HelloSign, HelloFax and HelloWorks. I’m the Vice President of Customer Operations at HelloSign.

Customer Success 0

Customer Success B2C NPS e-support 0

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. What are the key identifiers of when a company should implement CSM software?

System 49

System Customer Success Net Promoter Score ROI 49

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions.

Company 71

Company Strategy Tips Sales 71

Gainsight

MARCH 3, 2021

I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. Net dollar retention (NDR) becomes the top SaaS metric , driving companies towards consumption-based pricing and expansion-oriented contracts. As such, we invited Dave to a virtual happy hour with Customer Success executives.

Self Service 116

Self Service ROI Metrics Customer Success 116

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Self Service 52

Self Service How To Roadmap ROI 52

Education Services Group

MAY 12, 2021

This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. Madeline Evans, Digital Customer Success Manager. What is it that customers truly expect? Engagement: It’s Dynamic!

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

ChurnZero

AUGUST 30, 2019

Top 10 Customer Success Takeaways from SaaStr Scale. Yesterday, ChurnZero had the opportunity to attend and sponsor a brand new SaaStr event called – SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Upcoming Webinar.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. During an economic downturn, your greatest investment should be in your current customer base. Make Your Company Relevant .

Return on Investment 74

Return on Investment Competitive Advantage ROI Effort Score 74

Gainsight

SEPTEMBER 29, 2023

That’s a wrap on Pulse Encore NYC , where attendees joined a more intimate Pulse experience filled with insightful sessions, all-star keynotes, hands-on workshops, and even more exclusive time with Customer Success (CS) leaders. on the heartbeat of customers is critical in the current economic climate. Customer Success 2.0

ROI 52

ROI Customer Success Strategy Customer Experience 52

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

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Imagine a star-studded debut, with entertainers walking the red carpet and searchlights beckoning people to the event. Shift of power to the customer.

Entertainment 98

Entertainment Customer Success ROI Trends 98

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Recruit, hire, mentor and coach Customer Success team members.

Customer Success 19

Customer Success Ecommerce Social Media Consulting 19

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. It’s worth noting that if a help desk cuts costs but drives customers away through lower quality, you’ll see decreasing ROI.).

ROI 40

ROI Self Service Software Return on Investment 40

Amity

SEPTEMBER 25, 2017

The company’s software platform — which includes eSignature, digital workflow, and electronic fax solutions — converts process to revenue for over 60,000 companies around the world with HelloSign, HelloFax and HelloWorks. I’m the Vice President of Customer Operations at HelloSign.

Customer Success 60

Customer Success B2C NPS e-support 60

Gainsight

DECEMBER 6, 2018

Customer Success was the new business buzzword, except it wasn’t a passing fad. It was starting to gain real traction in companies like Salesforce and Workday. But that’s not the mission of Customer Success. Customer Support to Customer Success at Splunk. How did they do that?

Customer Success 45

Customer Success How To Effort Score ROI 45

Alliance by IFS

APRIL 29, 2019

Every year, hundreds of top cross-industry service, support, and customer success leaders gather in Palm Springs for the biggest field service conference of the year hosted by Field Service USA. If you attended the event last week, we hope you enjoyed it as much as our North America team did.

Conference 86

Conference ROI Technology Software 86