Customer Bliss

MARCH 28, 2018

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Invest Deeply in Listening to Your Customers. Leading Customer Success in a B2B Business with Jose Vergara.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. Lessons learned over the last year from the Customer Success community.

B2B 98

B2B Company B2C Survey 98

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. So it’s complicated for the customer.”

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Every board meeting is going to suck.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context.

Customer Success 98

Customer Success NPS Net Promoter Score Metrics 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context.

Customer Success 97

Customer Success NPS Net Promoter Score Metrics 97

Gainsight

SEPTEMBER 5, 2019

Four out of five B2B companies expect to compete based on CX alone. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). You capture direct customer feedback and respond when they are upset or leverage it when they’re happy. Tip 2: Automate customer interactions.

B2B 49

B2B Tips Customer Experience B2C 49

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 0

Customer Success B2C NPS e-support 0

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 63

Customer Success Case Study Social Media Conference 63

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 61

Customer Success Case Study Social Media Conference 61

West Monroe

NOVEMBER 18, 2021

West Monroe recently released a survey on The State of Subscription Services Spending. Customers continue to rapidly expand their subscription service consumption while simultaneously underestimating what they spend on it. B2B subscription services spending is no different.

B2B 40

B2B Marketing B2C Software 40

West Monroe

NOVEMBER 18, 2021

West Monroe recently released a survey on The State of Subscription Services Spending. Customers continue to rapidly expand their subscription service consumption while simultaneously underestimating what they spend on it. B2B subscription services spending is no different.

B2B 40

B2B Marketing B2C Software 40

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

delighted

MAY 10, 2019

Once you’ve designed and distributed your customer survey, the next step can be the most exciting part of the process: watching the responses roll in. Unfortunately, the reality is that you may not get as many responses from your first survey project as you would like. So how do you increase survey response rates?

Survey 65

Survey Feedback B2B NPS 65

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 60

Customer Success B2C NPS e-support 60

BirdEye

AUGUST 24, 2023

2 – Current customers are more likely to buy from you And that brings us to our next point. Your customer base is likelier to purchase from you because they already know and trust your brand. A loyal customer spends about 67% more about three years into their customer journey.

Strategy 98

Strategy Marketing Customer Retention Loyalty 98

Retently

MARCH 10, 2022

Customer Success and Churn. Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages.

Self Service 148

Self Service e-support Poor Customer Service Customer Success 148

delighted

MAY 10, 2019

Once you’ve designed and distributed your customer survey, the next step can be the most exciting part of the process: watching the responses roll in. Unfortunately, the reality is that you may not get as many responses from your first survey project as you would like. So how do you increase survey response rates?

Survey 43

Survey Feedback B2B NPS 43

Waypoint Group

OCTOBER 7, 2015

Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers. after you’ve completed a survey wave. While understanding a “typical” score for a company in your industry can be interesting, it shouldn’t be a benchmark to base decisions about customer success.

Customer Success 40

Customer Success Comparison ROI Groups 40

SurveySparrow

APRIL 26, 2020

One of the best ways for businesses to get customer reviews and testimonials to influence the buyer in their purchasing behavior is to use NPS surveys. Most companies have customer data for a long time, as businesses have been using NPS for many years. 92% of customers read online reviews before buying. If yes, then how?

Case Study 52

Case Study NPS Study Survey 52

Influitive

AUGUST 3, 2015

In the B2B software world, it’s a buyer’s market. In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer.

B2B 66

B2B Report Social Media Marketing 66

Retently

JUNE 28, 2023

Despite being priced higher than many competitors, the brand has built a loyal customer base that love the unique experience and perceived value their products offer, paired with the exceptional service that justifies the price tag. Get it wrong, and you could end up upsetting or outright losing many of your customers.

Customer Satisfaction 143

Customer Satisfaction Net Promoter Score Fashion B2C 143

CX University

MARCH 18, 2024

The company leverages AI and machine learning to create custom and targeted experiences for customers based on their unique preferences, browsing history, and purchase behavior Benefits of Hyper-Personalization The shift towards hyper-personalization offers benefits for both businesses and customers. Customer Retention.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

Totango

JUNE 4, 2021

However, today’s technology allows you to go much further with personalization by incorporating data about your customer’s profile and behavior. If you have a good 360-degree view of data on your customers and the ability to segment customers based on your data, you can engage clients in highly personalized ways.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

Totango

APRIL 30, 2021

For example, if your acquisition-related marketing and sales costs for the year added up to $200,000 and you acquired 1,000 new customers over the year, your average CAC for the year would be $200 per customer. Customer support for sales transactions. Customer engagement and adoption systems and programs.

Customer Retention 63

Customer Retention How To Social Media Advertising 63

SurveySensum

AUGUST 17, 2023

But, what will you do after gathering the survey data? To calculate the score, you need to create and send a short NPS survey to your customers. Your customers will rate their score on a scale from 0 to 10 about their likelihood of recommending your SaaS product to others. → How to know if the score is a good NPS score or not?

NPS 52

NPS Net Promoter Score Effort Score Survey 52

Retently

JUNE 28, 2022

Both these systems are easy to implement, and the reaped benefits will be of significant impact on the customer base. How customers can help your business grow. Create Customer Success Stories and Case Studies. Another example is Uber, which offers a free ride to the referrer and the referee.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

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

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. 3 Interview Tips for Hiring Customer Success Managers: [link]. Identifying competitive threats.

Analysis 88

Analysis Customer Retention Customer Success Feedback 88

delighted

JANUARY 20, 2022

This post is a guest contribution by Project Manager and B2B Copywriter, Lee Li Fang. No matter what industry a company is in, customer satisfaction is one of the most important measurements of success. The best way to ensure that your company is succeeding in this area is to collect and monitor customer opinions and sentiments.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

delighted

MARCH 15, 2019

A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience. Constant monitoring of your customer experience metrics will let you know whether the changes you’re making are moving the needle.

Net Promoter Score 74

Net Promoter Score Tips NPS Effort Score 74

Waypoint Group

OCTOBER 17, 2019

Reciprocity is a customer-focused company with CSMs who’ve always done a very good job of getting feedback. According to Paul Piazza, Head of Customer Success, “Our CSMs are really engaged with our customers. But the meaning of verbal feedback received during customer calls was based on the CSM’s interpretation.”

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

SmartKarrot

DECEMBER 22, 2021

As digital transformation accelerated in 2020-2021, companies have invested heavily in their customer success (CS) teams. Initially, customer success was built at the intersection of sales and marketing functions to create business value as an ancillary function to marketing, sales, and support to generate revenue.

Customer Success 19

Customer Success Leadership B2B Software 19

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). The same applies for B2B SaaS companies. You could be dead by then.

NPS 96

NPS Net Promoter Score Company Feedback 96