Customer Bliss

AUGUST 15, 2019

Have you just become a C-Suite leader for your B2B organization’s customer experience? Both leaders share tactics that they implemented in the first few months of their role at these SaaS companies. People: How are customers trained? Bucket Your Work Into Different Categories.

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

Wootric CX Blog

JUNE 1, 2020

There was a time when executives were the gatekeepers who decided which B2B software products their companies purchased while the end-user experience took a back seat—but that era has ended. Ideally, these improvements start to compound over time, allowing PLG businesses to accelerate growth as they scale (unlike traditional SaaS businesses).

Customer Experience 104

Customer Experience User Experience Touchpoint Metrics 104

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Gainsight

JANUARY 31, 2022

Introducing customer success both as a methodology and working practice into a business can be difficult. No matter the stage, be it a start-up or a scaling organization, weaving CS ideology and procedures into your current environment is often met with impediments, and yes, resistance. . Enter Customer Success.

Customer Success 95

Customer Success e-support Advertising Survey 95

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ClientSuccess

SEPTEMBER 30, 2020

What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like?

How To 75

How To Net Promoter Score Groups eBook 75

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Focus on the Customer Value.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience. Organizational roles in customer experience management.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326

SurveySparrow

JULY 26, 2023

Two such terms, “Customer Success” (CS) Vs “Customer Experience” (CX), have gained noteworthy attention over time. What is the Difference Between Customer Success and Customer Experience? To understand the distinction, we first need to define each term individually.

Customer Success 52

Customer Success Customer Experience Customer Journeys Net Promoter Score 52

ImprintCX Articles

MARCH 5, 2024

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. Eric Shulz said, “A brand is an experience living at the intersection of promise and expectation.” Therefore, customer experience is brand management in action.

Brands 52

Brands Customer Experience Management Customer Centricity 52

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Often, the C-suite thinks that CS is only about customer happiness. However, CS is not about customer happiness, it’s about customer value.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Often, the C-suite thinks that CS is only about customer happiness. However, CS is not about customer happiness, it’s about customer value.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

ChurnZero

JANUARY 28, 2020

For SaaS Customer Success teams whose performance is rated on creating new value to continuously improve customer outcomes, not evolving is not an option. That’s why we created this guide on selling Customer Success Software to the C-Suite to arm you with: Ways to overcome the 13 most common leadership objections.

B2C 64

B2C B2B Customer Retention Touchpoint 64

Gainsight

DECEMBER 19, 2019

Thousands of customer success leaders around the world are right now in “fun” discussions with their CFOs. Get 5 tips for winning budget from your C-Suite. Customer Success and the Rule of 40. As companies mature and their growth goes from 100% or more to 20-40%, the math starts getting intense.

Customer Success 66

Customer Success Self Service Exercises Financial 66

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Make a great first impression from the start.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ChurnZero

FEBRUARY 17, 2021

Wondering what is top of mind for companies when it comes to Customer Success? Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. Top 20 Business Challenges for Customer Success According to TSIA.

Resources 78

Resources Customer Success Tips Analytics 78

Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. You learned about other roles where your experience in CS can be a springboard for those positions. Let’s begin with what makes you unique as a customer success professional. Using data and playbooks to mitigate customer risks.

Handbook 59

Handbook Sales Customer Success Customer Journeys 59

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. Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

MARCH 10, 2022

Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale. Eduardo Amorim, global head of customer success at Sendcloud, believes it is. . Building Out and Up Your Customer Success Caree r. Is that true?

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. It’s so important that it is one of the New 10 Laws of Customer Success. .

Sales 111

Sales Customer Success ROI Customer Centricity 111

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

ChurnZero

DECEMBER 9, 2022

Additionally, “leapfrog” candidates—those who come from a level below the C-suite, such as senior vice presidents—now make up roughly 5% of new chief execs. On your path to CEO, you made a deliberate choice to put the customer before yourself. You understand the customer, and you understand the strategy.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

Amity

JULY 8, 2016

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. Customers now have more power than ever.​. As you start to ramp up your own team, the challenges quickly become apparent.

Customer Success 61

Customer Success Competitive Advantage System Customers 61

Education Services Group

NOVEMBER 7, 2019

The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. There are hundreds of metrics that SaaS companies can track, so which ones are the most beneficial to your business? Fall is in the air! Michael Harnum, CEO.

Customer Success 45

Customer Success Net Promoter Score NPS Metrics 45

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Lumoa

MAY 21, 2018

What roles should own the customer experience in an organization? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience. Organizational roles in customer experience management.

Customer Experience 160

Customer Experience Customer Centricity Net Promoter Score Feedback 160

Amity

OCTOBER 3, 2016

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Jason: The first 90 days of an implementation are critical.

ROI 76

ROI System Roadmap Measurement 76

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. But if you work out to retain existing ones and achieve a high net retention rate, this keeps away the need to acquire new customers.

Self Service 52

Self Service Software e-support Customer Retention 52

Amity

JULY 8, 2016

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. As you start to ramp up your own team, the challenges quickly become apparent. Sure, there is data stored in various systems throughout your organization.

Customer Success 48

Customer Success Competitive Advantage System Customers 48

Amity

JULY 8, 2016

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. As you start to ramp up your own team, the challenges quickly become apparent. Sure, there is data stored in various systems throughout your organization.

Customer Success 48

Customer Success Competitive Advantage System Customers 48

Amity

JULY 8, 2016

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. As you start to ramp up your own team, the challenges quickly become apparent. Sure, there is data stored in various systems throughout your organization.

Customer Success 48

Customer Success Competitive Advantage System Customers 48

Amity

JULY 8, 2016

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. As you start to ramp up your own team, the challenges quickly become apparent. Sure, there is data stored in various systems throughout your organization.

Customer Success 48

Customer Success Competitive Advantage System Customers 48

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 48

Chief Customer Officer Customer Success Call Center Customer Centricity 48

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). For a SaaS company, your customers ultimately speak with their feet and their wallet in the form of renewals.

Customer Success 55

Customer Success Effort Score eBook Customer Journeys 55

ClientSuccess

AUGUST 5, 2019

If there is one thing Customer Success Managers (CSMs) are good at, it’s answering questions. While every customer account is different and has different goals, it is possible to bucket certain questions to create a general outline for customer success management. How long will this take? What is the value in it for us?

Exercises 58

Exercises eBook Resources Customer Success 58

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He spoke about From CX to Distinctive Experiences in a presentation and Q&A session.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52