SurveySensum

NOVEMBER 24, 2021

6-steps to efficiently analyze your NPS program. Identifying Top Customer Complaints from the Trending Tags. Deep dive into the Complaints and Validate them with the Customers. Take Action on the Customer Issues. How to communicate with your customers in B2B and B2C? Categorize Responses by Creating Tags.

NPS 52

NPS Net Promoter Score B2C Effort Score 52

Gainsight

APRIL 9, 2024

Many of the aspects of our customer community are tailored to help our customers get the support they need and also gain inspiration and knowledge from a broad network of Customer Success, Sales, Marketing, and Product professionals.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Retently

MAY 2, 2023

Yet, if you’re looking for a quick and reliable source of relevant information, surveys remain the go-to choice for successful businesses looking to improve customer experience. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. What is NPS, CSAT, and CES?

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Is the CS team able to support more revenue with less people or fewer resources? What are their strategic initiatives? Challenges?

Tips 85

Tips Net Promoter Score Metrics NPS 85

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

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

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Company Management Roadmap 59

InMoment XI

JANUARY 10, 2023

They’ve got a sales team focused on enterprise sales, a customer success team that largely spends its time making onboarding simple and straightforward, and a customer support team that’s available to fix problems. And of course, they’ve got a product team constantly working to improve their software with customers in mind.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

Retently

MARCH 18, 2024

Customer service surveys are essential for identifying business strengths and weaknesses, enhancing customer interactions, and monitoring trends to align service with customer needs for growth and retention. Not only do customer service surveys gather valuable feedback, but they also serve as potent market research tools.

Survey 141

Survey Customer Service Strategy Effort Score 141

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. With so many areas to stop chasing, where should we redirect our resources to get the most impactful results in the most efficient way?

Customer Success 52

Customer Success Metrics Effort Score Customers 52

ClientSuccess

NOVEMBER 22, 2021

Collecting data and insights from each of these channels – and then sharing it with the necessary teams – ensures that your team can proactively act on the information you have and be a true Voice of the Customer. . A best practice is for customer marketing to create a separate NPS survey specifically for marketing purposes.

Marketing 52

Marketing NPS Voice of Customer Effort 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

JULY 26, 2022

Customer success is fuel to create that efficiency, and can be the key driver of your modern growth engine. For those organizations that are still early in their customer success journey, there is no better time to put PLG as your primary driver of efficiency. . But, it doesn’t just happen.

NPS 59

NPS Effort Score Training Roadmap 59

SmartKarrot

MARCH 7, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success Culture Leadership NPS 40

SmartKarrot

APRIL 21, 2022

Role: VP, Customer Success Location: Pleasant Grove, UT, US (Hybrid) Organization: Whistic As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Escalate critical customer issues and ensure escalation ownership with internal resources.

Customer Success 19

Customer Success Self Service Roadmap Customer Satisfaction 19

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

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

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. . Like customer success, product-led growth strategies were born out of a need to optimize SaaS companies. Advanced Reporting.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

Wootric CX Blog

SEPTEMBER 23, 2020

We actually recommend conducting microsurveys whenever possible—those short, two questions surveys that are used to gather common metrics like Net Promoter Score , Customer Effort Score , Customer Satisfaction, and Product Satisfaction. Example of an in-app NPS microsurvey in Spanish. Net Promoter Score (NPS).

Survey 98

Survey Net Promoter Score Effort Score How To 98

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). Have clarity and reasoning behind your roadmap. How to keep things simple.

How To 52

How To Roadmap NPS Fashion 52

Gainsight

AUGUST 2, 2021

If you have ever waited in line for a COVID test or vaccine, you understand how successful operational leadership can hinder or accelerate a positive customer experience. In Customer Success, operations leaders also play a pivotal role in driving efficiencies by combining technology and data. We want to hear from you!

Fashion 52

Fashion Leadership NPS Report 52

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

Gainsight

DECEMBER 27, 2019

With perfectly-timed and curated in-app engagements, your customers will soon find your product an essential part of their everyday workflow.”. Is Customer Feedback Really Making It to Your Product Roadmap? It’s easy for valuable feedback to get lost on its way from the customer to your product team. REQUEST A DEMO.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

Gainsight

DECEMBER 12, 2022

What does all this have to do with Customer Success (CS)? In today’s market, where Net Revenue Retention is a leading valuation metric and companies are prioritizing efficient and durable growth , companies that have a proven risk management process in place will retain more customers. How do you raise a risk? Escalate the Risk.

Effort Score 52

Effort Score Leadership Roadmap Course 52

Retently

FEBRUARY 9, 2024

Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122

Amity

MARCH 19, 2014

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHY adopt a Customer Success model?

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

Gainsight

MAY 14, 2020

These game-changing speakers shed light on how they are using Gainsight to structure their Customer Success organizations, use data to drive processes, solve customer problems, and deliver results for their customers. PTC talked us through customer success transformation as a marathon to win the race against churn.

NPS 52

NPS Customer Journeys Customer Success B2C 52

Retently

AUGUST 26, 2019

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. In this guide, we’ll show you just how valuable customer feedback can be, and give some actionable tips on how to collect and act on it.

Feedback 94

Feedback Social Media Effort Score Net Promoter Score 94

SmartKarrot

JUNE 2, 2021

Role: Director of Customer Success Location: New York, NY, US Organization: Diligent Corporation As a Director of Customer Success, you will lead Customer Success practice for the BoardEffect brand in AMER, EMEA, and APAC regions, with a focus on building strong, trusted customer relationships.

Customer Success 10

Customer Success Roadmap Trends Customer Relationship Management 10