SurveySparrow

JULY 31, 2023

Let’s explore how it drives positive outcomes: Customer Satisfaction : By listening to your customers, addressing their concerns, and incorporating their feedback into your products and services, you boost customer satisfaction. You can utilize these tools to analyze and manage large volumes of customer feedback.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

West Monroe

APRIL 28, 2024

There are also questions around the ownership and accountability model for renewals: for example, whether renewals should reside within sales or customer success, if a separate renewals function is necessary, and what the accountabilities/remits for renewals should be between customer success managers and sales reps when both are responsible.

Software 52

Software Customer Retention Roadmap Sales 52

CustomerSuccessBox

JULY 8, 2020

Customer Retention is key. We had Jay Nathan , Founding & Managing Partner, Customer Imperative and Andrew Marks , Founder, President and COO, SuccessHacker speak to Puneet Kataria , Founder & CEO, CustomerSuccessBox about the role of customer success in driving SaaS businesses during a lockdown.

Customer Retention 52

Customer Retention Consulting Competitive Advantage Customer Success 52

Totango

DECEMBER 28, 2021

Here we’ll look at four proven strategies for reducing customer churn. They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. Invest in Your Customer Success Team.

Strategy 96

Strategy Net Promoter Score How To Roadmap 96

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

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 108

B2B Customer Experience B2C Net Promoter Score 108

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 . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Education Services Group

AUGUST 17, 2021

While the term “Customer Success” is all about the customer, you can’t have Customer Success without CSM success. Take care of them, and they’ll take the same world class care of your customers. We’ve talked about the role of human capital management in Customer Success before.

Training 98

Training Customer Success Roadmap Engagement 98

Education Services Group

JUNE 20, 2023

When SaaS (and, by extension, XaaS) came along, businesses had to start thinking differently about how they were acquiring and serving their customer bases. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 19

Customer Success Case Study Employee Engagement Customer Satisfaction 19

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Customer service.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

Gainsight

APRIL 12, 2022

Whether you have an existing and evolving Customer Success (CS) team or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is hard, uncomfortable, and full of resistance. Remain Customer-Centric. Company-wide change is very complex.

Customer Journeys 52

Customer Journeys Customer Centricity Consulting Roadmap 52

ChurnZero

FEBRUARY 25, 2020

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding. This crucial first interaction time between you customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure. . Customer Success Around the Web.

Customer Retention 59

Customer Retention Return on Investment eBook Roadmap 59

Gainsight

MAY 13, 2020

The 6 key messages that you will hear weaved throughout Pulse Everywhere are the main questions we know to be top of mind for Customer Success and Product Leaders everywhere. Visibility to gain a common view of the customer. If one of those spokes is not in line, the customer cannot propel forward. Bobby Cooper, Sr.

Roadmap 59

Roadmap ROI NPS Customer Success 59

SmartKarrot

FEBRUARY 25, 2021

Develop and nurture cross-functional partnerships across the entire TargetCW organization including software, sales, marketing, finance and operations which impact overall customer success and drive customer retention and revenue growth. Achieve specific targets for retention, expansion, and other key revenue targets.

Customer Success 10

Customer Success Customer Journeys Roadmap Customer Retention 10

Gainsight

APRIL 16, 2020

Make sure that your technical operations are top-notch so that you deliver for your customers at this crucial time. While these things are essential, the most powerful tool product teams have is prioritizing the work of engineering teams. But customer retention is imperative, especially in a downturn!

Company 52

Company Customer Retention Meeting Roadmap 52

SmartKarrot

JUNE 1, 2021

Director of Customer Success Location: Salt Lake City, UT, US Organization: Collective Medical As a Sr. Director of Customer Success, you will be leading, expanding, and mentoring the Customer Success team by setting their strategy, goals and objectives.

Customer Success 10

Customer Success Roadmap Customers Customer Retention 10

SmartKarrot

JUNE 25, 2021

Operationalize the business processes to scale the Customer Success organization for significant growth. Drive continuous improvement programs and processes to meet customer satisfaction, develop new services opportunities. Maximize customer retention metrics. Drive the successful renewal of customers.

Customer Success 10

Customer Success Roadmap Leadership Customers 10

SmartKarrot

JULY 7, 2021

Role: Director, Customer Success Location: Remote, New York, United States Organization: SecurityScorecard As a Director of Customer Success, you will manage the gross and net retention of a book of business; including forecasting, strategy development and efficient execution. Represent the voice of the customer!

Customer Success 10

Customer Success Roadmap Customers Customer Centricity 10

SmartKarrot

MAY 31, 2021

Role: Head of Customer Success Location: San Diego, CA, US Organization: Daasity As a Head of Customer Success, you will manage customer success and ensure customers realize the full value of the Daasity platform. Act as the customer advocate in influencing product roadmap and improvements.

Customer Success 10

Customer Success Roadmap Customer Satisfaction Travel 10

SmartKarrot

NOVEMBER 25, 2020

Director, Customer Success Location: Denver, Colorado, United States Organization: Convercent As a Sr. Director of Customer Success, you will be responsible for developing the Customer Success Management team and associated practices to exceed revenue objectives from the customer base.

Customer Success 10

Customer Success Roadmap Customers Sales 10

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. Their platform, like Gainsight, is a business-impacting tool for their clients.

NPS 52

NPS Effort Score Survey Roadmap 52

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. In addition, every department, be it customer success, product, or support teams, can leverage them by triggering survey campaigns at specific stages in the customer journey.

Customer Journeys 142

Customer Journeys Survey Effort Score NPS 142

Gainsight

OCTOBER 22, 2018

The software enables digital products to increase trial conversions and accelerate return on product investments to help drive customer retention. With Aptrinsic, companies can implement effective product-led go-to-market strategies that increase product adoption and customer lifetime value. Why did Gainsight acquire Aptrinsic?

Roadmap 40

Roadmap Analytics Customer Success Financial 40

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. You’ve done it! Queue the parade! Record scratch.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

SmartKarrot

OCTOBER 21, 2020

Products and customers are mere means towards the specific jobs that you need to address. Customers are executors while the product is the tool that enables them to achieve the results. Companies have an overall vision of selling their products to customers. How Jobs to be done help in Customer Success? .

Customer Success 10

Customer Success Innovation Competitive Advantage Customer Centricity 10

Solvvy

OCTOBER 25, 2022

While overall satisfaction provides insights into customer loyalty and future purchases, it also gives you an idea of the “brand ambassadors” engaged in word-of-mouth marketing. . Customer Satisfaction Index vs. Customer Satisfaction Score. Customer service KPIs include: . Customer retention rate.

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

SmartKarrot

SEPTEMBER 25, 2020

If you are in the field of customer success for quite some time, you would have known the definition of it by heart by now. It is a business strategy through which you ensure that the customer is able to reach their goals by using your product. Customer success is a broad field in the SaaS industry.

Customer Success 9

Customer Success Net Promoter Score Effort Score Metrics 9

Call Center Pros

AUGUST 27, 2018

‘’The customer is always right.’’ But the important thing here is to know that it isn’t the only key to make customers happy. There is a ton of philosophies, tools and strategies that customer service professionals can use in order to gain more customers and, even more important, gain loyal customers.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Gainsight

OCTOBER 7, 2019

Customer success has taken the business world by storm, and not just in tech and SaaS. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. Companies are investing more in customer success. How do we know?

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Effort Score Sales 40

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You also included less structured measurements, like what customers were telling you in user reviews.

Resources 369

Resources Customer Journeys Video Strategy 369

InMoment XI

DECEMBER 7, 2023

Detractors (score 0-6) are unhappy customers who may impede your growth and spread negative word of mouth about your business. NPS Survey Powered by InMoment NPS is a valuable tool for measuring not just customer experience, but also customer loyalty, since it transcends single experiences.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

delighted

DECEMBER 10, 2019

Brands managing customer experience across web, in-store, and other omnichannel approaches have higher NPS scores and their customers tend to spend 1.8-2x Rewards programs with strong NPS incite customers to spend 2.2x Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%.

ROI 40

ROI Measurement Customer Experience Effort Score 40

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. So you’re growing and now want to scale up your customer retention and you’re contemplating automation. But automating every step is not the solution for scaling retention using customer success.

Customer Retention 52

Customer Retention Effort Score Analysis Touchpoint 52