Retently

SEPTEMBER 11, 2018

Besides just losing clients and revenue, low customer satisfaction levels can also harm your brand’s image – especially if certain customer complaints go viral online. For the sake of keeping things simple, we should mention that customer satisfaction metrics are generally also called CX metrics. Net Promoter Score (NPS).

NPS 129

NPS Customer Satisfaction Metrics Net Promoter Score 129

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

Education Services Group

SEPTEMBER 19, 2022

Yet, despite those rough patches, we started this year looking ahead to a bright future for Customer Success. When uncertainty looms, there are a few leading practices that those of us in the Customer Success community can focus on to help keep everything on an even keel – for our business, our customers, and ourselves.

Effort Score 52

Effort Score Customer Success Study NPS 52

TechSee

APRIL 3, 2018

Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Education Services Group

MARCH 19, 2021

Digital Customer Success is for everyone! In an ideal world, every customer gets one-on-one time with their Customer Success Manager, and there are enough Customer Success Managers to fulfill every request without overwhelming your CS team. Prioritize dynamic engagement with all customer segments.

Customer Success 52

Customer Success Study Engagement Customer Engagement 52

Gainsight

SEPTEMBER 28, 2022

You see, simplicity itself is quite possibly THE underlying principle and North Star that guides every SaaS founder’s visionary approach to starting a company in the first place—even more so than our old favorite term circa 2002-2020: “disruption.” ” And it’s easy to see why. How to keep things simple.

How To 52

How To Roadmap NPS Fashion 52

Retently

FEBRUARY 27, 2019

Below, we’ve listed 12 proven tactics to increase your average CLV and generate more revenue from your existing customers. When it comes to customer success, onboarding is the process you should spare no effort on in order to ensure sustainable business growth. Send out customer satisfaction surveys – NPS and CSAT.

Social Media 130

Social Media NPS Omni-Channel Effort Score 130

Retently

AUGUST 9, 2018

Another way a Voice of the Customer program can help your customer acquisition efforts is by encouraging your satisfied clients to promote your brand to others – basically, we’re talking about word of mouth advertising. Alternatively, you can organize group interviews if you have a large customer base. Detractors.

Feedback 104

Feedback CEM Net Promoter Score Social Media 104

Gainsight

SEPTEMBER 28, 2020

The biggest challenge to listening to your customer can often be determining who your customer is and which ones to listen to! . During a roundtable discussion, a common theme emerged that often your ‘squeakiest wheel’ may not represent your customer base as a whole. Data tells us so many stories.

Conference 66

Conference Industry Metrics Effort Score 66

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? That’s why they got into this relationship with you in the first place – and why customer success has become a non-negotiable. If you teach a customer how to use your product to fix a problem, you’re in the game.

Strategy 64

Strategy Marketing Case Study Effort Score 64

delighted

JANUARY 14, 2020

Running a successful NPS program is more than simply asking your customers for feedback. But an often undervalued aspect of doing NPS well is rigorously following up, also known as closing the loop , with detractors. Create a customer-centric culture where everyone is accountable for each detractor’s experience.

NPS 40

NPS Net Promoter Score Effort Score Feedback 40

ChurnZero

JANUARY 31, 2020

This crucial first interaction between your customer, your product, and your team establishes the groundwork that can jumpstart success or accelerate failure. Speaker: Bora Lee, Team Lead, Customer Success Operations, ChurnZero. So, the time it takes to get a customer through that onboarding process. Q&A Recap.

How To 64

How To Metrics NPS Customer Retention 64

SmartKarrot

JUNE 1, 2020

Customer Success is one of the biggest buzzwords in the modern SaaS industry. Subscription based economy has disrupted the ways companies used to measure their customer lifetime value (CLV). The pillars of customer success comprise a wide variety of functional aspects in a growing SaaS business.

Customer Success 11

Customer Success Net Promoter Score Metrics Effort Score 11

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. 10) Close the Loop with Your Customer Base.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

ChurnZero

MARCH 27, 2020

Blog Author: Bri Adams, Customer Success Manager, ChurnZero. Walkthroughs accelerate time to value (the amount of time it takes a customer to realize value from your product), which drives feature adoption, and ultimately, customer loyalty. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Tips 52

Tips Self Service Effort Score Customer Success 52

SmartKarrot

APRIL 24, 2020

Targeting ‘everyone’ out there is definitely not on a successful business’s to-do list. The very first rule of business marketing often begins by stating the importance of a target audience and defining what customer base you are addressing. Segmented customer base improves your product and service to be more effective.

Net Promoter Score 12

Net Promoter Score Effort Score B2C B2B 12

Gainsight

OCTOBER 22, 2020

KBCM Technology Group’s 2020 SaaS Survey Results indicate that the cost to acquire one dollar of new customer Annual Recurring Revenue (ARR) is $1.60., while the cost to expand an existing customer is only 69 cents. Negative survey responses or low NPS/CSAT. Lack of perceived value by your customer.

Customer Base 59

Customer Base Return on Investment NPS Metrics 59

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. Blake Morgan, Customer Experience Futurist, Keynote Speaker, Author @BlakeMichelleM | blog "The future of customer experience is around providing tailored and personalized customer experiences.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SurveySparrow

SEPTEMBER 6, 2019

An increased customer satisfaction level is directly related to how well your business will be successful. There are so many strategies that you can implement to keep your customers satisfied. This is where this knowledge base makes sense for your business to take time and effort to develop. 8 Feedback. Conclusion.

Social Media 51

Social Media Effort Score Metrics Customers 51

Gainsight

NOVEMBER 18, 2019

We’ll be posting content and best practices to dive into the nuances of delivering winning customer experiences in B2B environments. How to calculate your NPS score when you have multiple stakeholders and personas engaged with your company. What data to use to be proactive in delivering success to your clients.

B2B 9

B2B Customer Experience Customer Journeys B2C 9

Gainsight

JUNE 10, 2021

It’s a symbol that people are focused on learning more about customer success. We were incredibly proud of companies who strived to keep customers’ businesses alive in a show of genuinely human-first behavior. The Visionary 2020 Winner: Jamf . Nominated by Ben Michael, Director, Customer Operations, Jamf.

Software 52

Software Customer Success NPS Leadership 52

SmartKarrot

SEPTEMBER 22, 2020

Even though it is more costly to acquire a new customer than retain an existing, yet in a survey , it was found that 44% of companies have a greater focus on customer acquisition. Able to find more opportunities to expand your business through upselling or cross-selling to your existing customer base. Brand reputation.

Advertising 10

Advertising Strategy Customer Satisfaction Net Promoter Score 10