Wootric CX Blog

MAY 4, 2020

Three years ago, I wrote a post on “ How to start a customer success program from scratch ” and outlined all the reasons to do so: . The ROI from increased referrals, cross-sells and upsells. The potential for a customer success program to become a “growth engine”. The ‘free marketing’ of brand advocacy.

Customer Success 82

Customer Success Net Promoter Score Effort Score ROI 82

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

ProProfs Chat

MAY 6, 2020

B2B Customer Experience Statistics. Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics. Customer Experience Through Social Media.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Gainsight

APRIL 21, 2022

In 2020, Forrester presented some eye-opening results in a report titled “US Tech Budget Outlooks In A COVID-19 Recession.” They stipulated that US tech spending would decline “by 5% in 2020 and slipping a further 0.1% Consequently, companies were looking for any way to control financial instability, especially the loss of customers.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

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. Customer Success Around the Web.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

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!

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

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

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

MARCH 11, 2020

I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. When I ran Customer Success at PeopleMatter I interviewed every customer who canceled their services with us. Didn’t realize ROI. A note on “Didn’t realize ROI”.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

GlowTouch

DECEMBER 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Service Trends for 2021. Did you know… that one of the fastest-growing career fields is Customer Success Manager? Tonya Morgan 2020-11-06 15:42:00 2020-12-10 14:59:37 What Happens if You Fail to Plan for Holiday Sales?

Trends 52

Trends Customer Service Self Service Contact Center 52

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. That’s the perfect recipe for success!

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

Gainsight

MAY 13, 2020

Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together. Vision and voice of the customer have made us the leader among customer success software vendors.

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

Call Experts

JANUARY 28, 2021

” This is a great question, but we will counter your question with another question, “what is customer success?” ” Supporting your customer’s needs is just one piece of the puzzle, and attention to overall customer success gives the focus for business owners to hone in on delivering value.

Contact Center 52

Contact Center Call Center Customer Satisfaction ROI 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

CSM Practice

JULY 6, 2020

In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. The New SaaS Sales Environment during COVID-19. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene.

Company 71

Company Strategy Tips Customer Success 71

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.

Strategy 64

Strategy Marketing Case Study Effort Score 64

GlowTouch

JUNE 26, 2020

This is why it’s so important for businesses to keep their customer support team motivated. You want your team to continue to meet business goals, create a positive customer experience that leaves a lasting impression, and secure sales. GlowTouch provides result-driven solutions with proven ROI. About GlowTouch.

Return on Investment 52

Return on Investment Customers Meeting Feedback 52

Gainsight

FEBRUARY 23, 2021

You will probably notice a fairly consistent trend over the last year, which is you have many customers who did not expand their relationship with you. The lack of expansion is acceptable and somewhat expected considering the circumstances of 2020. Then, explicitly align them to the outcomes that Sales identified.

Metrics 64

Metrics Groups ROI Feedback 64

Oracle

MARCH 1, 2021

These are critical questions that inform the future of your CX and customer success initiatives in today’s landscape. — Bozoma Saint John (@badassboz) June 22, 2020. Jeannie Walters, Host of “Crack the Customer Code” and CEO, Experience Investigators. .” Let’s go!!!

Technology 81

Technology Advertising Customer Experience Professionals Innovation 81

Gainsight

MARCH 15, 2023

With economic uncertainty in the air, SaaS and Customer Success teams want to be more efficient and build durable businesses that withstand the market. The focus for us is constantly asking ourselves: are the outcomes that we’re delivering improving efficiencies and performance efficiencies for our customers?

Strategy 52

Strategy Self Service Trends Case Study 52

CSM Practice

JULY 6, 2020

In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. The New SaaS Sales Environment during COVID-19. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene.

Company 71

Company Strategy Tips Sales 71

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

CSM Magazine

FEBRUARY 17, 2022

People can be enhanced or empowered by AI, but not across all customer service and sales needs. These human interactions are more likely to keep a customer longer, extend their lifetime value, and increase their spending over time. Focusing on the idea of customer success will therefore be an important trend.

Trends 98

Trends Industry Customer Service Chatbots 98

SmartKarrot

DECEMBER 10, 2020

The year 2020 felt more like a decade. Although you might not be able to time travel into the future, you can certainly heart the top sales trends and leverage out of it in the times to come. The thing about sales trends is that they can be both your friend and foe at the same time. CRM couple with Sales – a great duo .

Trends 10

Trends Sales Omni-Channel CRM 10

Gainsight

MARCH 19, 2020

Let’s start by acknowledging that Customer Success teams always have the coolest people in the company. They are kind, optimistic, helpful, and they take really good care of customers. Success leaders usually manage more revenue than anyone else at the company. Sales determines what types of customers to target and close.

Sales 59

Sales Case Study Strategy Exercises 59

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

MARCH 24, 2020

4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . So given all that… why would I be promoting hierarchy as a tool to help Customer Success Managers, and their clients, drive results?

Return on Investment 60

Return on Investment Customer Success eBook Customers 60

Gainsight

MARCH 9, 2020

Let’s start by acknowledging that Customer Success teams always have the coolest people in the company. They are kind, optimistic, helpful, and they take really good care of customers. Success leaders usually manage more revenue than anyone else at the company. Sales determines what types of customers to target and close.

Sales 52

Sales Case Study Strategy Exercises 52

Natalie Petouhof

JUNE 3, 2017

Case in point: Business intelligence analytics software sales will reach $18.3 By 2020, the market will be worth $22.8 Some KPIs you can easily track include: Sales revenue. Customer lifetime value. Online marketing ROI. Refocus Your Sales Efforts. Personalize Your Sales Presentations.

Analytics 40

Analytics Marketing Company Return on Investment 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. Pulse 2020 – Back to Moscone (Or So We Thought).

Social Media 45

Social Media Conference NPS Customer Success 45

CSM Magazine

AUGUST 22, 2019

In order to stay relevant, there are two crucial discussions that leaders must prioritize: Internal Customer-Centric Team Strategy : How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands? The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

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.

Customer Success 10

Customer Success Company Net Promoter Score NPS 10

ChurnZero

OCTOBER 25, 2019

Q&A: Rethinking Customer Onboarding to Accelerate Success. . Increasingly, Customer Success teams talk about helping customers successfully achieve their desired business outcomes, yet they do very little during onboarding to help customers achieve the results they require. Q&A Recap.

Customer Success 49

Customer Success System Customers Software 49

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

Gainsight

JANUARY 11, 2024

Customer success is firmly entrenched in the SaaS business model. According to a 2020 study by TSIA, more than 90% of organizations had a dedicated customer success role in their company. How can these functions work together to enhance the customer experience ?

CEM 52

CEM Customer Success Management Customers 52

Team Support

JUNE 3, 2020

As published in CustomerThink.com , June 2, 2020. If your support team all too often tells a customer one thing via chat and another via email, it’s time to think about switching. Better yet, ask the provider you are considering to demonstrate an ROI. Are agents frustrated with support workflows?

B2B 64

B2B Software Self Service B2C 64

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!

Customer Success 45

Customer Success Net Promoter Score NPS Metrics 45