Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. Let’s begin with what makes you unique as a customer success professional. Over the past ten years, the role of Customer Success Manager has evolved and changed as much as the field of SaaS has.

Handbook 59

Handbook Sales Customer Success Customer Journeys 59

Gainsight

JULY 6, 2021

We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey. By increasing the level of understanding of your customer, your company can focus and prioritize, thus accelerating growth. Most of all, it can help build a solid foundation for delivering customer success.

Handbook 73

Handbook Customer Success Customer Base Technology 73

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. How have the metrics evolved over the last few years?

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Gainsight

APRIL 13, 2022

In this article, we dig into the product-led approach and list the four ways it can lower your customer acquisition costs. What is customer acquisition cost? Customer acquisition cost (CAC) is a metric that tells you how much your company is spending to bring in a new customer.

Handbook 52

Handbook User Experience eBook Resources 52

SmartKarrot

MARCH 16, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Terminus As a Director of Customer Success, you will manage a team of 8 (and growing) Customer Success Managers. Manage to production metrics and data-based performance goals. Act as an escalation point as required.

Customer Success 10

Customer Success Handbook Case Study Roadmap 10

Gainsight

NOVEMBER 16, 2021

Additionally, you can use analytics to prove to stakeholders that your flywheel is working, and you can lean on metrics as you chart your product roadmap decisions. . Become a product-led success master. Perfecting your product-led flywheel will lay the groundwork for faster growth and a user-first product.

Tips 52

Tips Handbook Analytics User Experience 52

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. The Service Culture Handbook.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

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

NOVEMBER 10, 2021

Read on for an introductory taste of product-led success and a preview of our in-depth guide, “Product-Led Success: The Professional’s Handbook.”. What is product-led success? Product-led success taps into a growth strategy called product-led growth. Ready for a primer on becoming a product-led growth pro?

Handbook 52

Handbook Roadmap ROI Strategy 52

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Answer Dash

APRIL 16, 2019

In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth. Imagine the impact this has on customers, especially when programs are managed separately for each solution the customer buys.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76

SmartKarrot

JUNE 10, 2022

Role: VP, Customer Success (Remote) Location: Remote, United States Organization: Sales Talent Agency, Inc. As a VP of Customer Success, you will be responsible for driving success outcomes across the entire customer journey; including implementation, support, operations, and renewals.

Customer Success 3

Customer Success Handbook Customer Journeys NPS 3

Education Services Group

FEBRUARY 19, 2019

To keep up your business’ momentum and show your customers the ROI that you offer, you need to keep track of your TTV as a key metric. It’s your job to show the customer the value that they’ll get out of your product — not their job to find it. If your customers can’t figure out how to use your product, they won’t.

Measurement 40

Measurement Case Study Handbook Software 40

Survicate

MARCH 20, 2019

Voice of the Customer – a buzzword that’s shaken the marketing world in recent years like no other. We all aspire to put customers in the spotlight, but how do we ensure our efforts are truly effective ? Budget for customer success team growth. Largely good, some not so good. Run NPS surveys. “ We have a mantra.

Tips 85

Tips Customer Centricity Social Media Insurance 85

Gainsight

MARCH 29, 2022

Instead, product-led growth aims to keep money flowing within your company by boosting long-term metrics, such as net dollar retention. In the process, your organization is able to save money on customer acquisition costs and funnel those resources into building a user experience that rises above the competition.

Strategy 98

Strategy Marketing Handbook User Experience 98

Gainsight

NOVEMBER 16, 2021

In addition to laying out clear retention dashboards based on your most important metrics, software also lets you dive into user preferences, behaviors, and habits. . The post PX for Desktop and On-Premise Applications appeared first on Customer Success and Product Experience Software | Gainsight.

Handbook 52

Handbook Analytics Analysis Software 52

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132