SurveySparrow

JANUARY 22, 2020

You can completely erase such a possibility by resorting to a good customer success platform. What is a Customer Success Software? What are the benefits of a good customer success software? What are the benefits of a good customer success software? Hyper-target customers.

Software 72

Software Customer Success Analytics CRM 72

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is customers’ realities compared to their expectations.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ClientSuccess

NOVEMBER 30, 2020

For many in customer success and account management, 2020 ended up being a year that many of us would like nothing more than to forget and move on from. Here are three customer success strategies it’s time to retire in 2021: 1. Not relying on a customer journey map from the get-go.

Customer Success 64

Customer Success Strategy Customer Journeys Metrics 64

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. CX (NPS, CSAT, etc.). Let’s break that down a bit.

Customer Journeys 94

Customer Journeys System Customer Success NPS 94

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

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. Here is a quick primer on customer success software and why it’s so critical for CSM teams: 1. Tracking multiple metrics and KPIs in one place.

Software 65

Software Customer Success eBook Metrics 65

CSM Practice

JUNE 4, 2021

How do you know if your customer success team’s initiatives are truly working and which of them are not? Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. .

Customer Success 52

Customer Success Company Net Promoter Score NPS 52

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. They give us NPS goals.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. What Service Level Metrics Are Most Relevant to Your Business Now? What should your outsourcer – and you – be measuring beyond those standard metrics?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

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

SurveySparrow

MAY 22, 2021

That’s a long way from your first post in January 2020. Maybe it’s time you got tangible customer satisfaction metrics. In other words, measure customer satisfaction in numbers. In other words, measure customer satisfaction in numbers. 8 Customer Satisfaction Metrics. 8 Customer Satisfaction Metrics.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score Effort Score 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

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. NPS performance. NPS by age.

Net Promoter Score 49

Net Promoter Score Data Effort Score NPS 49

ChurnZero

JANUARY 3, 2020

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind. Jumpstart customer success with great self-help tools.

Customer Success 64

Customer Success Self Service Metrics Customer Retention 64

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

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

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

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

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. This score can be a great asset in building and maintaining positive customer relationships.

B2B 86

B2B Net Promoter Score System NPS 86

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

ChurnZero

AUGUST 30, 2019

Top 10 Customer Success Takeaways from SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Gainsight

MARCH 1, 2021

Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. Also, is there something beyond their technology level that led to success? In July 2020, Jamf debuted on the NASDAQ in a $100 million IPO. Sam : Nick, it’s been quite a ride.

Chief Customer Officer 52

Chief Customer Officer Customer Success Metrics Meeting 52

SurveyGizmo

JANUARY 3, 2023

2022 was a difficult year for customer experience (CX). Forrester reports that “US companies have lost the vital focus on customers that they gained at the beginning of the pandemic in 2020.” And pushing that data into BI systems will facilitate the correlation of feedback data with key business metrics.

Software 52

Software NPS Feedback Metrics 52

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Retently

AUGUST 3, 2023

Starbucks and Apple chose to focus on improving the qualitative metrics (empathy, support, look-and-feel, etc.), and that’s exactly what customers want. In other words, a customer values the experience a lot more than competitive pricing, heavy discounts, or any other marketing incentives.

Customer Experience 148

Customer Experience Net Promoter Score Effort Score Social Media 148

Gainsight

JUNE 17, 2022

If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to measure success. . Here’s how to pick out the perfect metrics for product-led growth. . Overall Product-Led Growth Metrics.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 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 63

Strategy Net Promoter Score Customer Experience Effort Score 63

Qualtrics

NOVEMBER 19, 2021

The 2021 XMI Customer Ratings exist in two forms: Overall and Consumer NPS ®. Qualtrics CX customers get access to the full reports. Contact your Customer Success Manager if you have any questions on how to, but in the meantime here are some key findings. Overall NPS bounced halfway back.

Net Promoter Score 26

Net Promoter Score NPS Effort Score Consumers 26

CustomerSuccessBox

APRIL 5, 2022

It takes continuous renewals and a need to increase customer lifetime value as well. Having these burdens in mind, the first thing that pops into my head is the efforts of customer success teams in enabling the customer experience. That’s why customer enablement! What is customer enablement?

Customer Centricity 52

Customer Centricity Metrics Customers Customer Success 52

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. Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator.

Survey 52

Survey How To NPS System 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

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. Why simplicity matters.

How To 52

How To Roadmap NPS Fashion 52