Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journeys 83

Customer Journeys Customer Success Sports Software 83

Totango

NOVEMBER 3, 2022

Start with defining the customer journey. While teams may often refer to “the customer journey,” how do you ensure alignment and shared understanding of what that means across your business? Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. This demand is just one reason why we put SuccessBLOCs at the heart of our software.

Customer Journeys 102

Customer Journeys Software Report Customer Success 102

CustomerSuccessBox

SEPTEMBER 7, 2021

Companies that believed in innovation are the ones that could grasp the opportunity and march ahead. And in all these -the common thread- Customer Success. Customer Success as a stream has played an important role. So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts.

Customer Success 96

Customer Success Trends Customer Journeys Touchpoint 96

CustomerSuccessBox

APRIL 12, 2022

While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. The needs of customers are continuously evolving and with that, you as a business should also reshape your strategy to keep up with the trend and maintain the growth of your business.

Customer Success 52

Customer Success Customer Journeys Net Promoter Score Effort Score 52

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 104

Customer Success Effort Score Touchpoint Customers 104

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?

Customer Journeys 142

Customer Journeys Survey Effort Score NPS 142

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Report 92

Report Trends Customer Success Self Service 92

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Totango

OCTOBER 12, 2022

Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . With the potential for churn dramatically increasing, customer success is a key priority. Leading the charge. Expert collaborators.

Customer Success 111

Customer Success Culture Survey Customer Journeys 111

ClientSuccess

DECEMBER 7, 2021

Instead, your team should be looking across the customer success journey to identify new and exciting ways to leverage surveys for the most accurate data and actionable feedback. Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The customer success survey.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

Totango

MARCH 25, 2022

Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. You may prefer using sticky notes, while another team member likes slide decks and yet another prefers digital mapping tools. Does this sound familiar to you? Enter Canvas. What is Canvas?

Customer Journeys 97

Customer Journeys Customer Experience Customers Tools 97

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Innovation 86

Innovation Video CRM Customer Success 86

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.

Trends 71

Trends Customer Journeys Customer Success Net Promoter Score 71

Experience Investigators by 360Connext

MARCH 8, 2021

The CX Success Statement is really helpful here.). If you have a customer journey map, or you’re working on one, this is also a great thing to introduce here! How We Lead on Behalf of our Customers. How are customers included in decision making? This is where customization can be important.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Experience Investigators by 360Connext

DECEMBER 14, 2021

It also means considering how to inform customers about new rules or options. This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers. Customers have been providing feedback and not hearing much from those who hear it.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Lumoa

APRIL 28, 2024

Qualtrics launched their generative AI XM/os2 in 2023 and announced that they are investing $500 million in AI innovation over the next four years. The work of support agents becomes more productive and the tool helps them to understand the customer’s history. Which Platform Fits Your Needs?

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

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

ChurnZero

SEPTEMBER 1, 2020

Virtual events present uniquely flexible opportunities for Customer Success professionals to brush up on skills and to learn from peers, albeit from the safety of being behind a webcam. ChurnZero’s very own Bri Adams, Customer Success Team Lead, will be presenting at the event. 2) The Customer Conference.

Conference 98

Conference Customer Success Customer Journeys Industry 98

Gainsight

JUNE 10, 2021

August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

CX Centric

APRIL 4, 2023

In this article we explore the results specifically related to Experience Design and Innovation, which is one of the eight principle domains of the CCMM Model. The experiences that a company provides must be managed and leveraged effectively taking into account both the customer and the organization’s needs.

Customer Centricity 52

Customer Centricity Innovation Report Customer Experience 52

SmartKarrot

JULY 15, 2022

A customer journey is defined as the entire experience that a consumer has while communicating with your business. Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. The Top 10 Customer Journey Mapping Tools for CCOs: 1.

Customer Journeys 10

Customer Journeys Chief Customer Officer Tools User Experience 10

CSM Magazine

NOVEMBER 9, 2022

Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”. These companies cite successes in COVID relief, customer service mindset, corporate social responsibility, employee experience, and innovative solutions.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

Customer Success 81

Customer Success eBook Innovation Metrics 81

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 52

Customer Success Customer Journeys Customer Centricity Tips 52

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.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Tips 103

Tips Customer Success Management Social Media 103

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.

Customer Success 84

Customer Success Chief Customer Officer Software Customers 84

Lumoa

APRIL 1, 2020

To do that, you also need to know what customer metrics you have at your fingertips, what you still need to get, and who will be responsible for it. Who is responsible for your customer insight strategy? Surely, a customer-focused team would be best to handle a customer-facing metric aggregation.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

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. Enhances overall customer experience.

Customer Success 98

Customer Success How To CRM Software 98

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

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.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 90

Sales NPS Customer Success Customer Journeys 90

Totango

SEPTEMBER 1, 2022

In addition to relying on outdated data, the traditional QBR model fails to take advantage of the latest tools for agile innovation in digital technology, AI, and big data analytics. This approach gives your customer success team maximum advantage over your QBR strategy. Reimagining the SaaS QBR .

Customer Journeys 98

Customer Journeys Net Promoter Score Meeting B2B 98

CSM Practice

SEPTEMBER 28, 2020

In SaaS, renewals are a natural part of the customer journey. Sometimes they are seamless, other times a forcing function for change: either you pivot to increase the value of your solution or use it as a time to ‘part ways’ with an unfit customer. In the early days, the goal was finding our fit outside of innovation.

Customer Journeys 52

Customer Journeys Management Innovation ROI 52

Gainsight

SEPTEMBER 21, 2022

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. . Adoption is a make-or-break aspect of the customer journey.

Customer Success 52

Customer Success How To Self Service Case Study 52