BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? What Service Level Metrics Are Most Relevant to Your Business Now? Measuring your current contact center outsourcer’s performance must go deeper than default metrics.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

CloudCherry

AUGUST 26, 2019

A separate research report by CustomerThink revealed that 74% of organizations with CX initiatives believe customer experience will overtake price and product as the key brand differentiator by 2020. Organizations can no longer assume they’re achieving “customer delight” by relying on traditional digital marketing tactics alone.

B2B 199

B2B Conference Metrics B2C 199

ClientSuccess

SEPTEMBER 21, 2020

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

Customer Success 69

Customer Success Metrics Customer Journeys Customer Retention 69

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Gainsight

APRIL 26, 2019

In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. In a lot of ways, customer success is growing up. Customer Success 2010.

Leadership 79

Leadership Customer Success Roadmap Conference 79

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial. 6 Focus areas for a Customer Success Team or a Customer Success Leader.

Customer Success 52

Customer Success ROI Measurement Metrics 52

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Customer Success Compensation Catches Up to Sales. Top SaaS CEOs Talk Compensation, Automation, and Investors.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Jim Bass (@JimBassCX) February 5, 2020.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

Education Services Group

JANUARY 8, 2021

In the spirit of resolutions and leaving 2020 behind (we all know how we feel about that, right?), I’ve compiled seven Customer Success goals to kick-start your CS prosperity and expansion in 2021. I will…love my customers. What metrics are most important? What commitments will you make in the new year?

Customer Success 52

Customer Success Exercises Strategy Customers 52

ChurnZero

JUNE 12, 2020

Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. As Customer Success teams continue to mature, and their need to scale and automate grows , having their own operations roles will become evermore essential and prevalent.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

ChurnZero

DECEMBER 9, 2022

In 2020, that figure dropped by half to 38%. However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. Who made up the lost ground?

Customer Success 52

Customer Success NPS Metrics Roadmap 52

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers.

Customer Success 67

Customer Success Financial Customers Metrics 67

Qualtrics

NOVEMBER 5, 2020

The Ratings are a cross-industry, open-standard benchmark of customer experience measuring the performance of over 300 organizations across 21 industries. The XMI Customer Ratings exist in two forms, Overall and Consumer NPS. Standout findings for XMI customer rating benchmarks. Overall performance. NPS performance.

Net Promoter Score 49

Net Promoter Score Data Effort Score NPS 49

ChurnZero

OCTOBER 6, 2020

Superior Customer Success programs set great companies apart from their peers. Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. The Award Categories. Learn more about Affise’s story below.

Net Promoter Score 40

Net Promoter Score Banking Innovation Video 40

Education Services Group

FEBRUARY 2, 2022

So, it shouldn’t come as a surprise to any of us in the Customer Success world that revenue is kind of a big deal to a business. As Customer Success organizations continue to gain attention and recognition for growing revenue , it is increasingly critical that we reach out to our hardworking peers in Finance to join forces more often.

Metrics 52

Metrics Financial Customer Success Customer Retention 52

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM). Ashvin: Hello, Garin! It’s just like the 1960s.”

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

Ecrion

MARCH 27, 2020

Since there have not been clear objectives, with observable metrics, success has been assumed. Companies therefore believe (by virtue of having undertaken their CX project) that they are delivering the superior experiences that their customers know they aren’t. Defining a Successful Customer Experience Project.

Customer Experience 74

Customer Experience Customer Journeys How To B2C 74

Gainsight

FEBRUARY 21, 2020

Customer success is one of the fastest-growing jobs in the world, but where is that growth coming from? Don’t worry, this isn’t going to be another “customer success is a business imperative” piece; I’m saying, realistically, is every company on Earth hiring one CSM each?

Customer Success 82

Customer Success Metrics Sales Consulting 82

SmartKarrot

SEPTEMBER 11, 2020

SaaStr 2020, however, has turned out to be different from all their previous events. SaaStr 2020 was cancelled because of the COVID-19 pandemic. Instead, they held a successful online event with more than 50,000 attendees. Customers have become more ambitious. This was reinforced at SaaStr 2020.

Customer Success 10

Customer Success Competitive Advantage Comparison Culture 10

Gainsight

DECEMBER 17, 2019

We’re “speculating” about what 2020 is going look like, and we’re imagining new worlds and new technologies. And I think the same is true with planning out your customer success strategy for 2020 and beyond. Extrapolating the future of your customer success organization.

Customer Success 21

Customer Success Strategy Training Technology 21

ChurnZero

OCTOBER 19, 2021

Sometimes, however, a customer might have an immediate need that should be addressed before a quarterly business review — another reason to not feel so strictly tied to a rigid cadence. The ability to react to customer events in a meaningful way in real time is at the heart of Customer Success.

Customer Satisfaction 98

Customer Satisfaction Meeting Tips Customer Success 98

Education Services Group

JUNE 29, 2019

Even though customer retention is just as important as customer acquisition — arguably even more so — most companies spend the majority of their focus on customer acquisition. So how do you put your efforts into keeping your existing customers happy? And how can Customer Success strategies help you get there?

Customer Success 40

Customer Success Connections Net Promoter Score Customer Retention 40

Gainsight

NOVEMBER 16, 2020

It’s actual footage of a customer success manager navigating the hurdles of submitting a feature request and getting it built. See below: All jokes aside, success and product teams have never worked more closely than they do in 2020, but one large barrier often remains: They’re speaking different languages.

Metrics 52

Metrics Conference Software Customer Success 52

Team Support

JULY 8, 2020

When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving. NPS is a direct measurement of honest customer success. link] ( accessed June 28, 2020 ).

B2B 86

B2B Net Promoter Score System NPS 86

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Success Manager.

Resources 52

Resources Customer Retention B2B Customer Success 52

delighted

DECEMBER 14, 2020

2020 required many companies to pivot their internal and external customer processes to provide convenience and safety. Switching to a more virtual world has sparked the need for customer feedback on updated customer experience (CX) strategies to ensure that all adjustments are as friction-free as possible.

Strategy 61

Strategy Net Promoter Score Customer Experience Effort Score 61

Gainsight

JUNE 9, 2021

What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer Success community. Nearly every company in SaaS is “checking the box” on Customer Success in some way. How does Customer Success and Gainsight usage correlate to Net Revenue Retention ?

Comparison 59

Comparison ROI Analysis Customer Success 59

Gainsight

SEPTEMBER 28, 2020

Build for customer needs versus making product fit customer. Alignment is key—KPI alignment, executive alignment, and cross-functional alignment are critical for success. There is no singular magic metric for product success. . Customer Comes First. Define What to Measure.

Conference 66

Conference Industry Metrics Effort Score 66

ChurnZero

FEBRUARY 5, 2020

The Call for Speakers is OPEN for all 2020 BIG RYG Speaking Opportunities! We aim to help CS professionals excel in their career and understand what it takes to deliver exceptional ongoing customer value at all levels of your organization. Think you have what it takes to wow our crowd of Customer Success professionals?

Conference 64

Conference eBook Customer Success Metrics 64

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Customer Success 52

Customer Success Customer Centricity Return on Investment eBook 52

SmartKarrot

JULY 30, 2020

Customer Success is the buzzword in the modern SaaS companies. It is a broad term to define the company’s approach towards retaining its customers and expanding their business with them. It is a broad term to define the company’s approach towards retaining its customers and expanding their business with them.

Customer Success 10

Customer Success Chief Customer Officer Customer Journeys Customer Centricity 10

Lumoa

JANUARY 9, 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 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Education Services Group

APRIL 22, 2022

It was a Saturday, early in 2020, with whispers of an emerging and relentless virus in the air. The Customer Success organization is no stranger to complex business challenges; it’s what we address in our customers’ environments every day, and what we in CS Operations are tasked to navigate through for the Customer Success organization.

Data 98

Data Effort Score Customer Success Social Media 98

GlowTouch

NOVEMBER 6, 2020

The past as prologue: last year’s data should provide a baseline for this year – what were the most common issues, what channels were most often used, what dayparts saw peak demand, and how did performance measure up to metrics? It’s among the reasons that companies hire Customer Success Managers before hiring salespeople.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

Qualtrics

NOVEMBER 19, 2021

Qualtrics XM Institute’s customer ratings provide a cross-industry, open-standard benchmark of customer experience. Measuring the performance of over 366 organizations across 23 industries in the US, it’s a powerful tool to help you assess how you stack up against the competition. They also had the largest increase in 2020, 10.8

Net Promoter Score 26

Net Promoter Score NPS Effort Score Consumers 26

ChurnZero

FEBRUARY 14, 2020

As a thoughtful touch, their Customer Success Manager will include a handwritten, personal note. Reclaim the lost art of putting pen to paper to let your customers know it’s real. Catching a customer by surprise with a kind act spurs an affinity that can transcend poor experiences and preconceived notions.

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64