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. In order to choose the best NPS software that properly fits your business, it’s essential to first become familiar with what most NPS tools have to offer. Survey customization.

NPS 108

NPS Net Promoter Score Software How To 108

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Lincoln Murphy. Aaron Thompson. Alex Farmer.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. These three questions will start the right conversations to choose the perfect NPS software for your company. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Let me add a few things.

Customer Success 61

Customer Success NPS Customer Retention Financial 61

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. And 23% of CEOs list customer service as one of their top three business priorities. Obsession expressed through actioning customer feedback. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Gainsight

AUGUST 19, 2020

In these conversations, we talk with customer success leaders who are role models for others who want to serve customers better. Arvind Stokes , VP of Customer Success and Support at Omada Health , certainly fits the bill. Before we talk about customer success, let’s take a moment to learn something about you.

Customer Success 98

Customer Success Software NPS Hospitality 98

ChurnZero

DECEMBER 28, 2018

We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes. Breaking Down the Ultimate Question: NPS.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

Waypoint Group

JULY 13, 2018

On June 19 th , 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. achieve company-wide buy-in for your customer success initiatives. 12:00 : What about NPS in B2B, and How feedback can predict churn.

Customer Success 40

Customer Success Company Customer Experience NPS 40

Amity

DECEMBER 12, 2017

The day-to-day life of Customer Success professionals can get pretty hectic. The playlist below takes you through key questions Customer Success teams face. The playlist below takes you through key questions Customer Success teams face. Building a Robust Customer Success Program.

Customer Success 67

Customer Success Net Promoter Score Effort Score Trends 67

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). A Customer Success CoE centralizes the knowledge and expertise of CS and distributes it across the enterprise. We believe that’s about to change.

Customer Success 52

Customer Success Metrics Analytics Guidelines 52

ChurnZero

SEPTEMBER 7, 2018

You are looking to grow your Customer Success team – that’s great news! As we’ve mentioned before – Customer Success Manager is the third most promising job for 2018 according to LinkedIn. As we’ve mentioned before – Customer Success Manager is the third most promising job for 2018 according to LinkedIn.

Customer Success 45

Customer Success Management NPS Tips 45

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

Customer Success 45

Customer Success Customer Journeys Study Effort Score 45

Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. “Customer Success isn’t just with one team in the organization.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

AskNicely

OCTOBER 24, 2018

Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. They give this KPI to their marketing department or customer success team. They ask what does the NPS number mean? Then they give the customer a chance to leave a comment.

Net Promoter Score 150

Net Promoter Score Survey NPS Healthcare 150

Retently

MARCH 18, 2019

After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. High Customer Retention and Growth.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

GetFeedback

SEPTEMBER 18, 2019

Just like effort, the need to delight customers will vary by department. It’s less important in service, but very relevant in customer success. Don’t try to delight all customers across all touchpoints. If you’re interested in learning more about customer loyalty, the free guide below is a perfect starting point.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

Gainsight

APRIL 15, 2019

This year our sights are set to the future of not just customer success as a function, but also the bigger customer success strategy across your companies. From Customer Success to Customer Growth. Customer Data Infrastructure. Product Experience Takes Center Stage. Human-First Leadership.

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Chattermill

SEPTEMBER 4, 2018

on 5 Sep 2018. Customer Experience. Through word-of-mouth marketing tracked by NPS. Every day Butterfield and Slack customer success team read through heaps of emails and comments, forwarding product suggestions to the management team. “We Ask your biggest evangelists for reviews, tweets or customer videos.

Net Promoter Score 40

Net Promoter Score NPS Advertising Feedback 40

ChurnZero

SEPTEMBER 21, 2018

An automated NPS campaign is sent to Valerie now that she has finished training and has logged-in five times within one week. Valerie gives you a nine on the NPS score and is now marked as a Promoter. All of these factors have helped in bringing her customer health score up to green. Customer Success Around the Web.

Rewards Programs 45

Rewards Programs NPS Training Course 45

ClearAction

OCTOBER 16, 2019

Sweetened deals to lure away competitors’ customers can alienate existing customers. A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. 1 2018 NPS® & CX Benchmarks Report , CustomerGauge.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Chattermill

JULY 31, 2019

Similarly, the UK energy market seemed impenetrable, but in 2018 alone, relative newcomers Bulb and Octopus Energy took 1.2million customers away from the big 6 stranglehold. One thing these companies all have (as well as great Tech) is an extremely customer-focused approach. Providing extra insight behind an NPS score.

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

Chattermill

JULY 31, 2019

Similarly, the UK energy market seemed impenetrable, but in 2018 alone, relative newcomers Bulb and Octopus Energy took 1.2million customers away from the big 6 stranglehold. One thing these companies all have (as well as great Tech) is an extremely customer-focused approach. Providing extra insight behind an NPS score.

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40

ChurnZero

JULY 24, 2020

Customer Success as an Agent of Change: Why Trust Matters. Customer Success is often the conduit for change – whether you’re getting a customer to adopt your product, change their existing processes, test an untried strategy, or expand their account. 7 Customer Success Trust-Building Tactics.

Loyalty 59

Loyalty Customers Customer Success Meeting 59

ProProfs Chat

DECEMBER 14, 2018

Your customers appreciate you when your agents offer them fast services & with the human touch. Customer experience is all about speed, consistency, friendliness, and convenience. Himanshu Garg Senior Manager Customer Success, Whatfix. Access real-time customer surveys and NPS (Net Promoter Score) surveys.

Software 94

Software Knowledge Base Net Promoter Score Effort Score 94

Survicate

JULY 26, 2018

This extensive 2018 Customer Service Report shows perfectly how important customer satisfaction is. You can see that Tech companies have consistently highest customer satisfaction and I believe this is because SaaS companies with inbound business models fall into this spectrum. The ease of use was broken twice here.

Survey 40

Survey Net Promoter Score NPS Customer Satisfaction 40

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I guess you can say Customer Success did, in fact, Cross the Chasm. The More Things Change, the More They Stay the Same.

Social Media 45

Social Media Conference NPS Customer Success 45

eGain Blogs

FEBRUARY 7, 2020

. “Though KM has historically been primarily an area of interest for support, I’m seeing more organizations, including professional services, managed services, and customer success, formalizing the capture and sharing of knowledge.” billion on employee training in 2018 alone. In fact, US companies spent $87.6

Call Center 52

Call Center Metrics Self Service Management 52

WorkOutLoud

JANUARY 23, 2018

You will gain immediate access to powerful data such as accurate and updated personally identifiable information (PII), traffic and growth, interest and activity, even Net Promoter Score (NPS). This takes place under the watchful eyes of your Success representatives who can jump in to help answer questions and make corrections when necessary.

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

Kustomer

APRIL 15, 2021

Brands would be wise to implement data collection and implementation on a company-wide basis, as it plays a major role in customer success and higher NPS scores across the spectrum. New technologies allow for that data to be automatically collected, scored, and reviewed. And so that’s why they obsess about it.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92