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. We know that customer experience can be a tough sell—after all, your business has so many priorities! Tip #2: Tell Stories.

Tips 493

Tips ROI Metrics Touchpoint 493

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? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. NPS is not the answer. Here’s why.

Customer Success 98

Customer Success NPS Net Promoter Score Metrics 98

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? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. NPS is not the answer. Here’s why.

Customer Success 97

Customer Success NPS Net Promoter Score Metrics 97

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you.

Customer Satisfaction 91

Customer Satisfaction NPS Metrics Net Promoter Score 91

ChurnZero

MAY 11, 2021

Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . Companies who monetize Customer Success, see higher Net Promoter Scores (NPS). – Stephen Fulkerson #customersuccess #tsia #tsiainteract #NPS pic.twitter.com/Aqn1wMh1u7. Only 27.2%

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

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.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success NPS Touchpoint 115

Retently

JULY 17, 2018

To be honest, benchmarking NPS ® is a complicated process. To prove that let’s look at the Verizon NPS score , which is 32. United with an NPS score of 10, on the other hand, ranks as one of the worst companies in the Airlines. What is a good NPS score? What is a good NPS score?

Net Promoter Score 167

Net Promoter Score NPS Report Customer Satisfaction 167

ChurnZero

MARCH 5, 2021

Have you ever bemoaned this common refrain after a customer unexpectedly churns? Your customer said they were happy. Customer engaging? Customer satisfied? Customer seeing results? But still, when presented with the opportunity to leave, your customer just up and churns on you. Confirmation Bias.

Customer Success 98

Customer Success Effort Score Customers Survey 98

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. Identify At-Risk Customers .

Customer Success 98

Customer Success Net Promoter Score Effort Score How To 98

ChurnZero

NOVEMBER 11, 2022

Customer Success is gaining ground, influence, and budget within organizations. Based on a detailed survey of more than 1,000 Customer Success leaders, this is the most comprehensive study of the evolving CS landscape to date. Download your full copy of the 2022 Customer Success Leadership Study here.

Study 98

Study Leadership Trends Customer Success 98

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 72

Customer Success How To Net Promoter Score Financial 72

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Education Services Group

JUNE 9, 2022

Recently, I was in a very intense game of Topgolf with two of my friends and colleagues, Sheik Ayube and Peter Armaly (VPs of Business Development and Customer Success, respectively, here at ESG). The Reason. I want to be completely honest here at the beginning; no extended metaphors or analogies to get this point across.

Customer Success 52

Customer Success Sales Customers Financial 52

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. I got lucky! So I was just at the right place at the right time!

Customer Success 129

Customer Success NPS Metrics Culture 129

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. Can you tell us about your responsibilities at HelloSign?

Customer Success 0

Customer Success B2C NPS e-support 0

CustomerSuccessBox

SEPTEMBER 20, 2021

The Customer Success industry has grown over the last couple of years and will continue to have immense growth in the future too. So here’s an ensemble of the top 9 customer success podcasts that one needs to subscribe to. Gain Grow Retain: B2B SaaS Customer Success. Women in Customer Success.

Customer Success 52

Customer Success B2B NPS Industry 52

CustomerSuccessBox

MAY 12, 2022

It’s astonishing to know how product management converges with customer success management at one point. The overlap is the point where customers truly and completely experience the efficiency and effectiveness of your product! As a Customer Success Manager , you will always want to delight your customers.

Customer Success 52

Customer Success Management Customers Metrics 52

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

Amity

NOVEMBER 28, 2018

Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. I am the GM, the coach and the player.

Customer Success 106

Customer Success Competitive Advantage Customers Software 106

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 146

Customer Journeys Survey Effort Score NPS 146

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success Data ROI Conference 52

Retently

JULY 2, 2018

There’s much more to an NPS® survey than just the quantitative rating customers give to your business. You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. NPS question structure. Rating survey questions.

NPS 129

NPS Survey Net Promoter Score Feedback 129

CloudCherry

JULY 10, 2018

Are your customers successful and happy with your products and services? These are questions that all businesses need to ask themselves to ensure everything is being done to create customer delight. Happy customers are not only retained but they also help create more happy customers.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

Retently

JUNE 24, 2018

In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. In order to choose the best NPS software that properly fits your business, it’s essential to first become familiar with what most NPS tools have to offer. Survey customization.

NPS 108

NPS Net Promoter Score Software How To 108

ChurnZero

JULY 1, 2022

Customer Success operations is a necessity, not a luxury. It’s the best form of self-care you can give your CSMs who are maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades. You’re having customers put all their issues on you.

Customer Success 52

Customer Success Customers Metrics NPS 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score Company Feedback 96

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. Who administers your customer systems (such as your Customer Success platform, CRM, or support desk)?

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

ChurnZero

APRIL 21, 2020

Customer Success teams are under enormous pressure right now trying to cope with all the fast changes brought on by the pandemic. And they are also trying their best to serve customers who are experiencing upheaval too. Support for Customer Support. Wait times to speak to customer support are longer than ever.

Customer Success 97

Customer Success Strategy Measurement Customers 97

ChurnZero

JULY 1, 2022

Your CSMs will welcome the efficiency and process that CS ops brings, especially if they’re already maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades. You’re having customers put all their issues on you.

Customer Success 52

Customer Success Customers Metrics NPS 52

AskNicely

NOVEMBER 9, 2018

After two successful runs in Portland (with a combined event NPS of 66.7!) night of celebrating customer experience and networking with like-minded companies. Then, sit back and enjoy our awesome speaker lineup as they tell their own inspiring stories of customer obsession. Scott Fehr, Customer Success Leader.

Net Promoter Score 150

Net Promoter Score NPS Tips Video 150

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager.

Customer Success 52

Customer Success Trends Management Survey 52

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. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. Can you tell us about your responsibilities at HelloSign?

Customer Success 60

Customer Success B2C NPS e-support 60