Amity

SEPTEMBER 7, 2016

With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years.

Customer Success 0

Customer Success Groups Customers Metrics 0

Team Support

NOVEMBER 10, 2020

Based on that,] establish a defined road map of future program enhancements driven by product road map and market needs. Product sales practices must fully embrace the role of services in helping customers to adopt and apply products. Conduct ongoing reviews of service program use and effectiveness. Learn more at servicexrg.com.

B2B 59

B2B Sales Customers Customer Success 59

ChurnZero

JUNE 2, 2021

Lessons learned over the last year from the Customer Success community. An overview of the current B2B SaaS market and valuation drivers. If you say that 100 customers in November gave us this much money, and in December they gave us that much money, it feels like net revenue retention. Customer Success Around the Web.

B2B 98

B2B Company B2C Survey 98

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

InteractionMetrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. I figured if this was happening to me, it was happening to other customers too. Survey Questions: Develop questions that encourage customers to share their thoughts and feelings. Simple requests were rewarded by silence.

Survey 52

Survey How To NPS System 52

Retently

OCTOBER 19, 2018

A short definition of the CCO position describes it as being responsible for managing the business relationship with its customers. The CCO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Retently

JUNE 24, 2018

In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. The ability to invite your colleagues to collaborate on the collected customer insights will also accelerate the loop closure. Trello, Asana, etc.). Native integrations.

NPS 108

NPS Net Promoter Score Software How To 108

Thematic

SEPTEMBER 6, 2018

And as Bill Macaitis , CMO of Slack, says in relation to SaaS companies: “One metric that most SaaS marketers don’t measure frequently, but should, is Net Promoter Score. NPS measures the likelihood of customers to recommend the product. NPS is a leading indicator of future growth. Use NPS to reduce churn and drive growth.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Bob Hayes

MAY 7, 2018

overall satisfaction, likelihood to repurchase) are comparable to the NPS in predicting business performance measures like market share and cash flow. Contrary to Reichheld, other researchers, in fact, have found that customer satisfaction is consistently correlated with growth (Anderson, et al., 2004; Fornell, et al.,

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

overall satisfaction, likelihood to repurchase) are comparable to the NPS in predicting business performance measures like market share and cash flow. Contrary to Reichheld, other researchers, in fact, have found that customer satisfaction is consistently correlated with growth (Anderson, et al., 2004; Fornell, et al.,

NPS 86

NPS Net Promoter Score Data Loyalty 86

SmartKarrot

JANUARY 25, 2022

Launched in 2004, Campaign Monitor is an email marketing platform catering to businesses of different sizes. It is one of the most powerful, advanced, and comprehensive business growth platforms currently available in the market. They have helped their customers speed up their business growth. Campaign Monitor.

Company 10

Company Innovation Self Service Culture 10

SmartKarrot

FEBRUARY 4, 2022

The US market has high demand and supply of SaaS service providers. Many companies across industries use adobe tools and services, including marketing, printing, publishing, and digital media. Drips is a SaaS platform that has revolutionized the way organizations approach interactive marketing. Founded in: 2004.

Company 10

Company Software Financial Tools 10