Gainsight

MARCH 21, 2023

If you missed it, fear not—here are my key takeaways from this incredible event. The only way to measure success is to have a clear metric for success. It’s the best way to demonstrate that you’re hitting goals and prove the ROI of your efforts to your customers, internal stakeholders, and across the organization.

ROI 52

ROI Roadmap Metrics Measurement 52

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. What is a Customer Engagement Strategy? Analyzing customer success metrics. Anticipating customer need .

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. Increasing Efficiency. Other Highlights.

eBook 75

eBook Case Study ROI Roadmap 75

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

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? That’s why they got into this relationship with you in the first place – and why customer success has become a non-negotiable. If you teach a customer how to use your product to fix a problem, you’re in the game.

Strategy 64

Strategy Marketing Case Study Effort Score 64

SmartKarrot

APRIL 15, 2022

Role: Vice President of Customer Success Location: Phoenix, AZ, US (Hybrid) Organization: Chime Technologies Inc. As a Vice President of Customer Success, you will drive customer success outcomes by influencing product adoption, customer satisfaction, and overall customer success.

Customer Success 19

Customer Success Return on Investment Employee Engagement Leadership 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

Gainsight

SEPTEMBER 8, 2020

In today’s complicated and competitive customer success landscape, delivering value is more important than ever. Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. So, how did IntelliShift do it?

Knowledge Base 52

Knowledge Base Customer Success Customer Journeys Survey 52

Gainsight

JULY 26, 2023

Has the previous customer admin for your product found a new role and a new admin needs training? These milestones and lifecycle events are critical to address via your in-app programs and should be a key part of your customer journeys. Surface customer ROI to decision makers even if they aren’t active in the product.

Customer Journeys 52

Customer Journeys ROI Customers Examples 52

ChurnZero

NOVEMBER 27, 2019

Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . Check out Customer SuccessCon for yourself.

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Gainsight

DECEMBER 20, 2020

What is the consumption gap (as it relates to Customer Success)? If your end customers can’t figure out how to use your product or they can’t get it to work in their network, or they can’t change their business process to adapt to its features , it has little or no value to them.

How To 59

How To ROI Training Customer Success 59

Gainsight

FEBRUARY 23, 2021

You may have recently heard about the importance of Net Dollar Retention from Nick’s blog post earlier in the month , as well as the webinar we did with Bessemer Venture Partners. The blog post and webinar were more focused on why Net Dollar Retention is so important. But how do we go about improving it?

Metrics 64

Metrics Groups ROI Feedback 64

Waypoint Group

OCTOBER 7, 2015

Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers. While understanding a “typical” score for a company in your industry can be interesting, it shouldn’t be a benchmark to base decisions about customer success. So how can you use internal benchmarks to drive customer success?

Customer Success 40

Customer Success Comparison ROI Groups 40

Gainsight

MAY 27, 2020

But how do you take an in-person event that offers valuable face-to-face experiences with over 6,000 people and emulate it in a virtual setting? There were over 100 different pages users could access within the Pulse Everywhere platform supporting our online event. Problem: “How do you track attendees without badge scanning?”

Engagement 52

Engagement Comparison Meeting User Experience 52

Totango

SEPTEMBER 22, 2020

Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. Proactively Provide Value.

Customer Engagement 96

Customer Engagement Engagement Strategy Effort Score 96

SmartKarrot

MAY 10, 2021

Role: Customer Success Manager – Strategic Location: Remote, United States Organization: Premier Group Recruitment As a Customer Success Manager, you will be actively serving a portfolio of assigned North American accounts including major consumer, prosumer, and B2B brands.

Customer Success 10

Customer Success Roadmap ROI Customers 10

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I guess you can say Customer Success did, in fact, Cross the Chasm. The More Things Change, the More They Stay the Same.

Social Media 45

Social Media Conference NPS Customer Success 45

SmartKarrot

JANUARY 20, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Lockstep As a Vice President of Customer Success, you will manage all aspects of the Customer Success team at Lockstep. Build, recruit, retain, and grow a team of great customer success representatives.

Customer Success 10

Customer Success Banking Conference ROI 10

SmartKarrot

JANUARY 12, 2021

Role: Customer Success Director Location: Remote, Denver, CO, US Organization: Healthgrades As a Customer Success Director, you will develop the strategies needed to help clients make an informed decision through a consultative sales approach. Host Webinars for the customers and prospective customers.

Customer Success 10

Customer Success Consulting Conference Banking 10

SmartKarrot

FEBRUARY 3, 2021

Refine and continuously improve the company’s Customer Success methodology and framework. Drive efforts to develop and maintain Success Playbooks that organize multiple roles to guide clients through an ideal lifecycle. Work closely with Sales on opportunities to grow your customers.

Customer Success 10

Customer Success Competitive Advantage Case Study Roadmap 10

ChurnZero

AUGUST 31, 2018

Automated alerts from a Customer Success platform can provide early indicators that could help you save an account, present opportunities to expand the account, and in general allow you to be proactive in contributing to your Customer’s Success. Upcoming Webinar. Customer Success Around the Web.

Net Promoter Score 45

Net Promoter Score Effort Score Customer Success Training 45

SmartKarrot

NOVEMBER 6, 2020

Role: Vice President of Customer Success Location: Remote, United States Organization: Lionbridge As a Vice President of Customer Success, you will develop and implement a strategic customer success program, increase wallet share, identify areas of opportunity to cross-sell and support new business growth.

Customer Success 8

Customer Success ROI Loyalty Programs Customer Centricity 8

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 1. More Customer Success.

Company 71

Company Strategy Tips Customer Success 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 1. More Customer Success.

Company 71

Company Strategy Tips Sales 71

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Today, this customer segment’s NRR is at 124%.”

Customer Success 98

Customer Success Meeting NPS Customer Satisfaction 98

BirdEye

MARCH 4, 2024

Building a solid foundation will improve customer loyalty in the long run. Event promotion Do you have a big event around the corner? Get more registrants to virtual or in-person events by promoting through a drip campaign leading up to the event. Seasonal offers Seasonal offers can be huge revenue drivers.

Marketing 109

Marketing How To Multi-Channel Tips 109

CustomerSuccessBox

DECEMBER 24, 2021

An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”. Reimagining the way processes work can tremendously improve customer experience.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

Gainsight

FEBRUARY 2, 2024

The customer success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it’s common for these customers to quickly abandon new platforms. Unfortunately, webinars are also too often used as marketing tools.

Training 52

Training Course Consulting Software 52

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

Gainsight

FEBRUARY 13, 2023

We caught up with Jim Mercer, Zoom’s Global Head of Customer Success, just as the company was launching a new partnership with the Gainsight customer success platform to help expand and scale the capabilities of Zoom even further. What can a customer success platform add to its offering? JM: Yes, for sure.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

Totango

SEPTEMBER 1, 2020

Miscommunication, forces beyond your control, or differing expectations take their toll on even the most customer-centric of Customer Success teams, and eventually everyone encounters a customer they cannot please. Renewal Is a Product of the Customer Experience. Ways to Predict Customer Churn.

Net Promoter Score 104

Net Promoter Score How To NPS Effort Score 104

ChurnZero

FEBRUARY 23, 2021

When based on the right mix of behavioral- and event-based criteria, these leading indicators predict so much more. How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? During the webinar, we cover: Who uses customer health scoring.

Metrics 80

Metrics ROI Customer Success System 80

Pointillist

JULY 25, 2018

Executive Sponsor – The Executive Sponsor will likely consider the customer journey analytics project useful if it positively impacts important business metrics (such as revenue, retention, upsell etc.) and delivers meaningful ROI. Thinking in Events. The fundamental data type for customer journey analytics is the event.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

CSM Practice

DECEMBER 4, 2020

Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Irit Eizips: Hello my customer success friends, Irit Eizips here from CSM Practice, a customer success consulting firm.

How To 69

How To NPS Customers Customer Success 69

Pointillist

JULY 25, 2018

Executive Sponsor – The Executive Sponsor will likely consider the customer journey analytics project useful if it positively impacts important business metrics (such as revenue, retention, upsell etc.) and delivers meaningful ROI. Thinking in Events The fundamental data type for customer journey analytics is the event.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

Gainsight

DECEMBER 12, 2019

I had a few sections to talk about the Customer Success team, and Gainsight put all the information at my fingertips and saved me from crunching spreadsheets for hours. Register for a webinar on how Ashvin prepares his board presentation. Breadth of Adoption: Are customers using multiple parts of the product?

Net Promoter Score 11

Net Promoter Score Effort Score Metrics ROI 11