Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line.

Tips 83

Tips Net Promoter Score Metrics NPS 83

ClientSuccess

SEPTEMBER 3, 2020

In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? How to Transition Comp Plans.

Customer Success 111

Customer Success Management NPS Sales 111

GetFeedback

APRIL 8, 2019

Here is how: Go to your Instagram profile (You’ll need an Instagram business account for this). Using a tool like Grammarly, you can start to adjust the context of your messaging /copy based on how much the audience knows, what their intent is, and how emotionally charged a topic might be for them. Buyer personas are old news.

Customer Journeys 207

Customer Journeys Analytics B2B Social Media 207

GetFeedback

MAY 9, 2019

All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. We publish new resources on the regular, so stay in the loop by signing up for our CX newsletter.) . We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. Customers derived little to no value. Account review and summary of previous interactions. Too many customers for current headcount.

How To 98

How To Self Service Touchpoint Customer Centricity 98

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? To succeed, businesses must have a comprehensive and strategic approach to business development.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

AWS Machine Learning

SEPTEMBER 19, 2023

A multi-modal agent with generative AI boosts the productivity of a financial analyst by automating repetitive and routine tasks, freeing time for analysts to focus on high-value work. Implementing a multi-modal agent with AWS consolidates key insights from diverse structured and unstructured data on a large scale.

Financial 104

Financial Multi-Channel Marketing Analysis 104

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey. Average customer lifetime value increases.

Customer Success 79

Customer Success Customer Journeys Guidelines Customers 79

CustomerSuccessBox

NOVEMBER 17, 2021

The concepts have changed, the key performance indicators (KPIs) have changed and now you have to change with them. We will be discussing all Net Revenue Retention in this blog. When you take into account all these changes with your existing customers and your recurring revenue, what you get is the net revenue retention.

How To 52

How To Effort Score Metrics Customer Success 52

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Gainsight

JANUARY 20, 2023

Building upon that strong foundation, you can also add digital-led strategies to critical moments such as revenue expansion opportunities and contract renewal. The importance of these phases is tied to the customers’ focus on the value they are getting from your product or service.

Customer Success 52

Customer Success Strategy Touchpoint Tips 52

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. Imagine this scenario: Sarah, a dedicated product manager, launched a cutting-edge SaaS platform with an intuitive user interface and robust features. Sarah realized that the key to success lay in addressing these pain points head-on. But fear not, for there is hope!

Strategy 52

Strategy Management User Experience Measurement 52

SurveySensum

FEBRUARY 14, 2024

In this blog, we’re going to delve into the best employee feedback tools. But it’s not just for the employees – these employee feedback tools give managers and HRs real-time data to make smart decisions and improve the workplace vibe. In fact, companies with engaged employees outperform those without by 202%.

Tools 52

Tools Feedback Analysis Survey 52

Totango

AUGUST 25, 2022

Then, we’ll dive into how customer engagement is measured and which key performance indicators (KPIs) are important, a topic further discussed in this excellent post by Matrix Partners serial entrepreneur and venture capitalist David Skok. Next, we’ll share six keys to effective SaaS customer engagement.

Customer Engagement 96

Customer Engagement Engagement Tips Strategy 96

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. In this blog, I am going to share a couple of proven playbooks and tools that my clients apply successfully to achieve this goal. Why keep your customers accountable?

Customer Success 85

Customer Success Effort Score Tools Customers 85

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. Little wonder successful companies are now focusing on hardening their customer base. 3. Changing Customer Priorities.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. Little wonder successful companies are now focusing on hardening their customer base. 3. Changing Customer Priorities.

Company 71

Company Strategy Tips Customer Success 71

ChurnZero

FEBRUARY 4, 2022

How to visualize the financial value of customer satisfaction. At these meetings, customer success leaders share the high-level performance of team initiatives that relate to the company’s business plan. Customer Success Metrics that Your Investors and Board Care About. Good investors care about the results of your organization.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Joint account planning takes customer success a step further by analyzing and strategizing how a specific customer account could grow.

Effort Score 42

Effort Score eBook Tips Customer Success 42

Kayako

AUGUST 22, 2019

SEO/Organic (Webpages, Blogs). Blog posts. You can are able to identify opportunities based on the work you do here. . In our previous post we talked about what customers were expecting from companies they did business with. Email & Webinars. Email & Webinars. Social updates. Review sites. Comparison Pages. Trial drip.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . As customers struggle to adjust and manage, they’ll want to know their troubles are being heard by the businesses they interact with. The key is to progress the conversation into the future and focus on the prospective outcomes you will deliver. This is shocking.

Customer Retention 97

Customer Retention Strategy Knowledge Base Chief Customer Officer 97

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. In this blog, I am going to share a couple of proven playbooks and tools that my clients apply successfully to achieve this goal. Why keep your customers accountable?

Customer Success 70

Customer Success Effort Score Tools Customers 70

CustomerSuccessBox

MARCH 9, 2022

A very important SaaS metric that comes into play here is the Customer Lifetime Value(LTV). There are typically two tools commonly used by SaaS businesses to manage this mission. One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. However, only one of them performs tasks at scale.

CRM 52

CRM Customer Success Customer Relationship Management Touchpoint 52

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. That’s why we’ve created this blog that features seven networks that every realtor should be a part of.

Social Media 58

Social Media Tips Sales Advertising 58

Circular Edge

DECEMBER 13, 2022

Blog Credit: Pamela Pierce, December 7, 2022 (5 Ways to Extract Serious Value from Your Transactional Data | NetSuite). Leverage your historical ERP data to uncover insights that generate value for your customer and business. Ultimately, this analysis helps build strong customer-brand relationships.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

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 started early on in a blue-collar, manufacturing background doing account management and account services.

Customer Success 0

Customer Success B2C NPS e-support 0

Amity

MARCH 13, 2017

In this blog post we're going to address how to make the customer success team more proactive. Whenever a new product or feature is launched, most customer success managers will attempt to either send out a personal email or schedule a training session with their customers to educate them about how to use the new module.

Consulting 57

Consulting System Customer Success Training 57

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Measurement Financial 52

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics Measurement Customer Success Customers 52

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. More Blogs Menu.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

AWS Machine Learning

AUGUST 25, 2022

ACT produces custom-translated output without the need to build and maintain a custom translation model. Using ACT, Amazon Translate will use your preferred translation examples as parallel data to customize your translation result, eliminating the time and cost of required to build and train a new machine learning model.

Insurance 65

Insurance Policies Data Resources 65

SmartKarrot

OCTOBER 25, 2023

In the ever-evolving realm of business, Key Account Management (KAM) remains a pivotal aspect of sustaining and nurturing crucial client relationships. The stakes in managing key accounts are high; these are typically the clients that account for a significant portion of revenue.

Management 10

Management Case Study Guidelines Communication 10

CSM Practice

OCTOBER 13, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. For this to happen, you must consider whether you have the right tools in place to establish a joint accountability with your client. Why keep your customers accountable?

Effort Score 40

Effort Score Customer Success Customers Tools 40

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement Effort Score 52