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

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.

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Conference Chief Customer Officer Customer Success Software 98

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer Success 52

Customer Success Net Promoter Score Effort Score Self Service 52

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 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager.

Customer Success 52

Customer Success Trends Management Survey 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

SurveySparrow

JANUARY 28, 2020

10 Best Online Reputation Management Software in 2020. And that’s exactly why we’ve listed out the top ten online reputation management tools of 2020 after thorough research. With Podium, you can painlessly link your point of sales and know who has asked for reviews, who is submitting the review, how many have been asked etc.

Software 89

Software Net Promoter Score Management Social Media 89

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. To find out if you’re prioritizing Customer Success productivity, let’s look at these common questions and answers.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

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. Alex Farmer. Dave Jackson.

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Customer Success Consulting Chief Customer Officer B2B 52

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.

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Net Promoter Score Banking Innovation Video 40

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. Product-led strategies + distributed teams + retention-vs-newbiz = throw away old sales playbook. Focus on Retention . Totally agree.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Understanding the Customer Success Software Market.

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Software Customer Success Tools Customer Centricity 60

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

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

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

SurveyGizmo

DECEMBER 13, 2019

Companies began to recognize the value that better understanding their customers and what they have to say could improve customer satisfaction and drive sales. Now we have NPS (Net Promoter Score), CES (Customer Effort Score), and CSAT (Customer Satisfaction). Becoming a Customer-Centric Organization.

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Feedback Net Promoter Score Effort Score NPS 58

TechSee

APRIL 3, 2018

Considering churn is closely linked to customer satisfaction, companies are attempting to transform their customer experience to meet consumers’ high expectations. In fact, data from Walker predicts that customer experience will overtake price and product as the key brand differentiator for B2B by 2020.

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Customer Retention Technology Strategy Analytics 141

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

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 52

How To Roadmap NPS Fashion 52

CustomerSuccessBox

APRIL 5, 2022

With a software as a service (SaaS) model, it’s just not enough to initiate the one-time sales and be done with it. It takes continuous renewals and a need to increase customer lifetime value as well. Most of this initiative is looked after by the teams like customer success, marketing, sales, and customer support.

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Customer Centricity Metrics Customers Customer Success 52

Confirmit

JUNE 7, 2020

It all started two years ago when we encountered a higher amount of churning and unsatisfied customers. New sales were lagging and customers were switching to competitors’ products. We implemented Product NPS inside the system to receive feedback from our end users. Voice of the Customer Company Best Practices.

Groups 52

Groups Customer Journeys e-support NPS 52

Ecrion

MARCH 27, 2020

Before I go any further, let me state that I’m a practitioner and proponent of the Customer Success (CS) movement. Customer Success is about ensuring B2B customers achieve their desired outcomes from the relationship with their vendor. Defining a Successful Customer Experience Project.

Customer Experience 74

Customer Experience Customer Journeys How To B2C 74

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. I can guarantee you my response would not have included customer success.

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Chief Customer Officer Self Service Customer Success Sales 52

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

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

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. Pulse 2020 – Back to Moscone (Or So We Thought).

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Social Media Conference NPS Customer Success 45

ChurnZero

DECEMBER 27, 2019

5 Common Mist a kes Customer Success Managers Make When Managing Their Day . 5 Misconceptions Customer Success Has About Product . CSAT and CES and NPS, oh my! They say good things come in threes which takes no exception to us welcoming our new CCO, CMO, and VP of Sales to our powerhouse executive team.

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e-support eBook Chief Customer Officer B2B 64

Wootric CX Blog

MARCH 1, 2020

And even though you’re not taking on the evil empire in 2020, you’ll still need someone exceptional to integrate your Customer Experience (CX) initiatives and take everything to the next level. . Upgrade the NPS program. Relationship: NPS surveys in-app, from web, and via email. So… how do you find your Chosen One?

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Effort Score Roadmap Touchpoint Analysis 52

SmartKarrot

SEPTEMBER 24, 2020

Hence, SaaS customer success has evolved out of a need to handle this common problem. Hence, Customer success has emerged as a much needed solution to deal with this. There are many other benefits of SaaS customer success that we will look upon. SaaS sales are different from traditional sales.

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Customer Success Company Net Promoter Score NPS 10

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? If you teach a customer how to use your product to fix a problem, you’re in the game.

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Strategy Marketing Case Study Effort Score 64

Gainsight

JUNE 18, 2020

At athenahealth, a leading provider of network-enabled software and services for medical groups and health systems nationwide , Laura is a Senior Product Manager and Ed is Executive Director, Customer Success Analytics. Customer success analytics weren’t always perfectly integrated. Nick: That sounds wonderful!

Healthcare 52

Healthcare Effort Score Chief Customer Officer NPS 52

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). It has brought in the shift from short-term one time sales relationships to the long-term relationships between companies and clients.

Customer Success 11

Customer Success Net Promoter Score Metrics Effort Score 11

Education Services Group

NOVEMBER 7, 2019

The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. First, from a CS perspective, what are the most important metrics that organizations should look at as they work through their 2020 planning? Fall is in the air!

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Customer Success Net Promoter Score NPS Metrics 45

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.

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NPS Net Promoter Score Effort Score Feedback 40

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.

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Customer Experience Customer Centricity Culture Consulting 160

Retently

JULY 25, 2018

This is actually one of those quotes on customer experience that kind of predicted the future in a way. What we mean by that is that, according to research , customer experience will end up overtaking price and product as the main brand differentiator by 2020. Always Research Your Customers’ Needs First.

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CEM Customer Experience Social Media NPS 91

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. CX is cumulative, encompassing pre-sale and post-sale. 15) Make it Easy for Customers to Give Feedback.

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Customer Experience Analysis Metrics Customers 120