InMoment XI

JANUARY 10, 2023

Before you know it, you’ve got different departments using separate technologies and focusing on different metrics—fragmenting your understanding of the customer experience. . And of course, they’ve got a product team constantly working to improve their software with customers in mind. This goes beyond metrics.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

Gainsight

NOVEMBER 15, 2023

. … we love our colleagues, but they don’t always get what we do in Customer Success (CS),” says Mehta. In fact, Customer Success is undergoing an evolution. As we move into the second decade of our industry, we’re creating Customer Success 2.0. While that is important, CS is much more than that.

Self Service 52

Self Service Customer Success Roadmap B2C 52

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

Gainsight

NOVEMBER 15, 2021

Measuring success is tricky. Broadly, everyone keeps an eye on the bottom line, but each department prioritizes its specific performance metrics. The reason companies focus on NRR is because it’s much more meaningful than other revenue-based metrics. Reaching World-Class NRR Metrics. The short answer? It’s not. .

Metrics 52

Metrics Measurement Customer Success eBook 52

Wootric CX Blog

NOVEMBER 4, 2020

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Customer Satisfaction ( CSAT/PSAT ). Customer Effort Score ( CES ). Customers who are promoters score 9 or 10. It is often referred to as a brand or relationship metric.

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So why should you care?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Kapta Customer Success

JANUARY 10, 2022

Kapta provides a process roadmap and all of the tools to back it up so that your key account team can focus more on building strong relationships while the software does the heavy lifting of keeping track of metrics and results. Keep reading to learn all about the key account management process and how KAM software can help.

Software 98

Software Management Roadmap Metrics 98

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. ’,” says Stephen Horning, a Vice President of Customer Success. The Volume of the Customer Voice.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

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

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. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Sales 90

Sales NPS Customer Success Customer Journeys 90

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

ProProfs Chat

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. Modern marketers and customer success managers leverage in-app feedback tools as they eliminate the need for the users to leave the app for providing valuable feedback. .

Tools 52

Tools Feedback Roadmap Survey 52

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operational reporting.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

Education Services Group

MARCH 18, 2020

You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. Non-SaaS businesses are hopping on board the Customer Success train to meet market demand and consumer expectations. This is 100% true. Understand your organizational maturity.

Customer Success 52

Customer Success Resources Guidelines Metrics 52

Gainsight

JANUARY 6, 2023

Benchmark: Product Roadmapping With Product Experience Data. What You Need From a Product-Led Growth Tool for an Effective GTM Strategy. Using Product Analytics to Drive Product Roadmaps. Three Business Efficiency Metrics Every Product Manager Must Know. The Importance of a Data-Driven Product Roadmap.

Resources 52

Resources Roadmap eBook Analytics 52

Gainsight

AUGUST 6, 2021

How involved is your Customer Success team in product launches? Customer Success brings a deep understanding of customers’ needs and pain points. And when this is harnessed, it can empower Product teams to make better decisions that ultimately lead to more successful launches.

Customer Success 52

Customer Success Roadmap How To Feedback 52

SurveySparrow

JULY 31, 2023

VOC Methodology Process: Unleashing Customer Insights To embark on the journey of understanding your customers, you need a structured approach. The voice of the customer process provides a roadmap to systematically capture, analyze, and act upon customer feedback. When did being attentive become so much fun?”

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

Gainsight

MAY 12, 2022

That’s why product analytics is a razor-sharp tool for product leaders. What’s more, this customer-first approach to your product roadmap also fits perfectly into recurring revenue models. How do product analytics tools help boost customer experience? You see what your customer sees.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Self Service 52

Self Service How To Roadmap ROI 52

Wootric CX Blog

AUGUST 4, 2020

But the technical definition doesn’t cover the magic that’s actually in CLV – as a metric and as a mission for a digital marketplace, an e-commerce site, and SaaS businesses. Because when you go after CLV with intention, making it one of your “North Star” metrics, you’ll find that the cost-to-acquire actually shrinks.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Experience Investigators by 360Connext

JANUARY 10, 2023

You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. You showed your sales leaders how their numbers were directly tied to a stronger customer experience for all customers. Finally, you report your results. .

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

BirdEye

MAY 30, 2023

Competitive benchmarking versus competitive analysis Best practices for competitive benchmarking Competitive benchmarking benefits Best competitive benchmarking metrics FAQs about competitive benchmarking What is competitive benchmarking? The data you collect about your competitors become the metrics with which you set goals for your company.

Social Media 98

Social Media Analysis Metrics Advertising 98

SmartKarrot

MAY 23, 2023

Role: Customer Success Manager Location: Melville, NY, United States (Remote) Organization: Get It Recruit – Marketing As a Customer Success Manager, you’ll learn everything there is to know about the MyAdvice suite of digital marketing products and services.

Customer Success 19

Customer Success Roadmap ROI Customers 19

Gainsight

AUGUST 22, 2021

In fact, a Dimension Data study found 84% of companies that place a focus on bettering the customer experience saw an uptick in revenue. So, how can you anchor your PLG strategy in customer success ? Master your product roadmap. Our Gainsight PX software lays out in-depth product metrics in easy-to-use dashboards.

Tips 52

Tips Strategy Roadmap Net Promoter Score 52

ClientSuccess

JULY 1, 2019

If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. The most successful organizations don’t simply have customer success teams ; they have customer success companies. .

Customer Success 49

Customer Success Company Net Promoter Score How To 49

Gainsight

AUGUST 17, 2022

Mehta reminded everyone in the room and streaming at home that whether we are collaborating on product roadmaps, helping our customers reach their goals, or supporting our communities, we are always more successful when we approach these projects together. Business strategies and tools that drive durable growth. .

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Gainsight

JULY 5, 2022

On the other hand, if your dollar churn rate is really low but your logo churn is high, it might be telling you that you’re pricing strategy is off, or you’re selling to customers who are simply too small to be a good fit for your product. These include: How long they’ve been a customer. Customer Journey Map. Invoice history.

Net Promoter Score 64

Net Promoter Score Customer Journeys Customer Experience NPS 64

Gainsight

JULY 15, 2022

The new status quo: durable, efficient growth driven by metrics such as net retention rate (NRR), customer acquisition cost (CAC), and free cash flow (FCF) margins. In the world of B2B SaaS, when the going gets tough (anemic sales), the tough get going by accelerating their adoption of Customer Success (CS).

Effort Score 59

Effort Score Metrics B2B Customer Success 59

Gainsight

DECEMBER 27, 2019

Product Metrics Your Board Members Care About. If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The Beginner’s Guide to Product-Led Growth Metrics. Top 10 Product Experience Blog Posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

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

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events.

Tips 69

Tips Customer Success Social Media Roadmap 69

Gainsight

JUNE 17, 2022

If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to measure success. . Here’s how to pick out the perfect metrics for product-led growth. . How do product-led strategies contribute to business growth? .

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Gainsight

APRIL 5, 2022

For product leaders and managers who receive feedback from all directions, it can be especially hard to pin down a direction for product roadmaps in these multipronged companies. PX makes it easier to align your products with users in two key ways: You can rally around user-based metrics. User expectation gaps emerge.

Company 52

Company Multi-Channel Roadmap Analytics 52

Gainsight

JULY 1, 2022

This model uses the product as the primary vehicle to drive end-to-end value realization, build consumption-based pricing, prioritize the product roadmap to optimize customer outcomes, and unlock organic expansion using self-serve provisioning. . Of companies that use product experience data, 57% use it to develop product roadmaps.

Roadmap 52

Roadmap Metrics Analytics Strategy 52