SmartMessage Blog

OCTOBER 27, 2022

Today, all brands spend a lot of effort on customer journey maps, that is, creating new customers and retaining their existing customers. From the moment of entering the customer’s radar to the phase of loyalty and advocacy, every touch matters. What is a Customer Experience Map?

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Customer Journeys Customer Experience Omni-Channel Analysis 40

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

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Customer Journeys Survey Effort Score NPS 146

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. Then put it under categories like customer acquisition, customer retention, cross-sell and up-sell, cross-savings, etc.

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Tips ROI Metrics Touchpoint 493

Retently

MARCH 16, 2022

But there’s still one area that’s neglected all too often – Customer Success. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success? The Customer Success Manager (CSM) is thus not a passive role.

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Customer Success Net Promoter Score Customers Customer Retention 166

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? These are just a few examples of issues which can contribute to customer churn.

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Customer Retention e-support Analysis Customers 91

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

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Customer Success Tips Customer Journeys Customer Retention 89

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

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Customer Retention How To Net Promoter Score Effort Score 88

Gainsight

NOVEMBER 28, 2023

In just 18 months, MoveWorks expanded their Customer Success Manager (CSM) team from just 7 reps to over 25. Rapid Growth Meets Digital Customer Success But rapid growth comes with growing pains: Key customer data became siloed across multiple tools. Thus, Customer Success 2.0 Scaled Outreach.

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Customer Retention Self Service Omni-Channel Customer Success 52

Totango

AUGUST 29, 2019

When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. . So, don’t focus solely on hunting up one-time customers. Apply a few key customer retention optimization strategies to build deep, lasting customer relationships.

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Customer Retention Strategy Customer Journeys Customer Centricity 87

ChurnZero

AUGUST 31, 2021

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. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.

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Customer Success Net Promoter Score Self Service Customer Retention 95

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

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Trends Customer Journeys Customer Success Net Promoter Score 72

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. The value of the partnership no longer stops at the initial transaction.

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Customer Success Effort Score Roadmap Software 52

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

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Customer Success Net Promoter Score Effort Score Self Service 52

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

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Customer Retention How To Customer Success B2B 63

ClientSuccess

NOVEMBER 25, 2019

It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. . 1 Customer Retention Rate. This is because a customer can log in, not understand/find their solution, and eventually churn.

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Customer Journeys Analytics Net Promoter Score Customer Success 60

Totango

MAY 19, 2021

Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. How to Use the Customer Success Platform Evaluation Scorecard Template. Customer 360. Customer Retention. Customer Journey Orchestration.

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Customer Success Analysis Customer Retention Meeting 108

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. There’s no doubt that customer success (CS) has become existential to SaaS.

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Customer Success Self Service Multi-Channel Effort Score 59

Totango

APRIL 9, 2019

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

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Customer Retention How To Effort Score Case Study 74

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

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Customer Success Customer Retention B2B Customers 59

ClientSuccess

NOVEMBER 25, 2019

It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. . 1 Customer Retention Rate. This is because a customer can log in, not understand/find their solution, and eventually churn.

Customer Journeys 52

Customer Journeys Net Promoter Score Analytics Customer Success 52

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

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Customer Retention B2B Strategy Multi-Channel 62

Feedbackly

OCTOBER 13, 2022

It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. The benefit of Emotional Value Index (EVI®) is that it can be applied to any phase of the customer journey, both at the micro and macro level. Product/Service. You can reach out to them via email or SMS.

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Customer Journeys Measurement NPS eBook 64

Totango

SEPTEMBER 12, 2019

Without it, you can’t keep track of your customers’ needs, business goals, and challenges. When you gather and analyze customer data, you can uncover customer journey insights that will allow you to take action to deliver a more personalized customer experience. How to Unlock Customer Journey Insights .

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Customer Journeys How To Customer relationships Data 70

ChurnZero

AUGUST 31, 2021

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. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.

Customer Success 52

Customer Success Net Promoter Score Self Service Customer Retention 52

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.

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Customer Success Chief Customer Officer Software Customers 85

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. A CSM’s relationship with their customers gives them a unique perspective with an unprecedented level of insight.

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Customer Success Engagement Customer Journeys eBook 52

Education Services Group

MAY 20, 2022

I see a lot of chasing in Customer Success: chasing metrics that our data doesn’t support, chasing insight, chasing answers to the reason customers churn, and chasing a haven of exemplary plays and processes to mitigate risk and drive value. Stop chasing a Customer Success platform that doesn’t do what you need it to do.

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Customer Success Net Promoter Score Customers Metrics 98

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . You need to layout your journey first. Customer Success is a rapidly evolving function. Customer Support tool.

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Customer Success How To CRM Software 98

Education Services Group

AUGUST 16, 2022

Customer Success Plans are key to starting your customer relationships off on the right foot. CSMs use them to guide their first interactions with the customer, helping them clarify and set expectations, set up an action plan for moving forward, and establish critical milestones to work toward through the customer journey.

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Sales Customer Success Leadership Meeting 52

CSM Magazine

DECEMBER 6, 2023

It also requires a well-trained team that understands the value of customer success and has the skills and knowledge to deliver it consistently. In this article, we will explore why investing in customer success training is a smart decision and the benefits it can bring to your business. Let’s get started! The result?

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Training Customer Success Exceptional Customer Service Social Media 52

Totango

OCTOBER 22, 2019

To retain customers long-term , you’re going to need a clear strategy. Here are some ways to create a customer journey strategy that will help you foster lasting customer relationships. How to Make a Customer Success Strategy that Demonstrates the Value of Your Product. Onboarding.

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Customer Journeys Strategy Examples Tips 49

ChurnZero

OCTOBER 27, 2020

2020 has made a few things clear about the future of Customer Success: the handshake is definitely out; digital events are the new norm for connecting with colleagues, customers and peers; and the customer is most definitely gold. . Define Your Post-Sale Customer Journey. throughout the journey.

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Customer Success Touchpoint Sales CRM 59

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

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Customer Retention B2B Customer Journeys Loyalty Programs 78

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

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Strategy Customer Journeys How To Customer Retention 75

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

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Report Customer Success Net Promoter Score Roadmap 64