ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? This means face-to-face too, where possible.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Even we cannot believe it.

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

Gainsight

NOVEMBER 13, 2023

Once seen as a support mechanism primarily for B2C enterprises, it’s now recognized as a pivotal strategy for fostering lasting success in B2B businesses and beyond. It unveils a roadmap, explaining how to seamlessly integrate a community into the heart of the Customer journey. Let’s take a closer look.

Engagement 52

Engagement B2C Roadmap B2B 52

Gainsight

APRIL 12, 2022

Whether you have an existing and evolving Customer Success (CS) team or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is hard, uncomfortable, and full of resistance. Remain Customer-Centric. Company-wide change is very complex.

Customer Journeys 52

Customer Journeys Customer Centricity Consulting Roadmap 52

Gainsight

NOVEMBER 18, 2019

After months trying to convince colleagues, “Let’s do it right this time,” finally, everyone agrees to invest in a cross-functional B2B customer experience effort. Post-it notes are everywhere, laying out our customer journey map. The journey map ends up sitting on a SharePoint somewhere, unshared and unused.

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SmartKarrot

AUGUST 24, 2022

Role: Director of Customer Success Location: Westborough, MA, US (Hybrid) Organization: Connectbase As a Director of Customer Success, you will ensure customers derive maximum value from the Connectbase platform and utilize it to its fullest capability. Manage the post-sale relationship of Catchlight B2B accounts.

Customer Success 19

Customer Success Roadmap Leadership Resources 19

SmartKarrot

FEBRUARY 8, 2022

Role: Strategic Customer Success Director Location: Indianapolis, IN, US Organization: Wunderkind As a Strategic Customer Success Director, you will mentor and inspire a small team of high-performing Customer Success Managers & Associates. Apply here: [link].

Customer Success 19

Customer Success Roadmap Conference Measurement 19

Gainsight

MAY 4, 2023

But a few of us saw the potential for Community in B2B and beyond. With the rise of Subscription-based companies came a new business model founded on the idea of proactively supporting customers to achieve success. It was a pretty narrow use case and a nice-to-have at best. Community members need a reason to come back.

Self Service 52

Self Service How To Effort Score B2C 52

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. The Beginning of the Journey. Your user adoption journey starts long before users actually interact with your product or platform. Music on the go: Spotify.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

SmartKarrot

FEBRUARY 25, 2021

Develop and nurture cross-functional partnerships across the entire TargetCW organization including software, sales, marketing, finance and operations which impact overall customer success and drive customer retention and revenue growth. Help refine the strategy to grow our B2B arm in Australia and New Zealand.

Customer Success 10

Customer Success Customer Journeys Roadmap Customer Retention 10

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. This ensures a smooth and comfortable hand-off.

Strategy 52

Strategy Customer Retention Video Resources 52

SmartKarrot

JULY 20, 2022

Customer success is when your customers choose your product and company because they are happy and see ROI appropriately. This revenue was once the responsibility of customer service or account executives. However, customers now want more personalized products and services. What is a Customer Success Specialist?

Customer Success 10

Customer Success Roadmap B2B Customer Journeys 10

CustomerSuccessBox

NOVEMBER 16, 2021

What is a Customer Success Playbook? Customer Success Playbooks are a specified list of activities (they can be reactive, proactive, or best practices) to complete a task to be carried out by Customer Success Managers (CSMs). Benefits of Customer Success Playbooks. Accountability. Don’t do it.

Customer Success 52

Customer Success Metrics Customer Journeys Roadmap 52

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Natalie Petouhof

OCTOBER 12, 2016

In addition to customer journey mapping and choosing omnichannel technology, they focus on DPM to ensure websites load quickly and shopping carts don’t get hung up or abandoned, while mitigating lost revenue. . Create strategy and technology roadmap  . Customer references  . Customer success management  .

Customer Journeys 40

Customer Journeys Customer Experience Ecommerce Consulting 40

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. I’m not joking.

NPS 96

NPS Net Promoter Score Company Feedback 96

Gainsight

OCTOBER 14, 2020

However, the skills needed to ‘level up’ for product managers are a bit more elusive as PMs often receive varying feedback from customers, sales, customer success, engineering, etc. Everyone wants something from PMs, and they are constantly juggling the roadmap for success.

Self Service 52

Self Service Roadmap Video Travel 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

SmartKarrot

MARCH 18, 2021

Working in software projects often becomes clumsy when there are a lot of processes involved that include following the development lifecycle, heavy dependency on cross-functional collaboration and adapting to the customer’s evolving demands. And when it comes to customer success, Agile framework is equally beneficial.

Customer Success 10

Customer Success Government Customers Software 10

ChurnZero

APRIL 11, 2024

Every customer success leader I know is being asked to do more with less. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have.

Customer Success 52

Customer Success Customer Journeys B2B Customers 52

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. This very reason makes them the most powerful voice of the customer. Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Kustomer

APRIL 28, 2022

For example, a SAAS company’s journey might be much more involved than that of a fashion retailer’s. It’s common for leaders to get overwhelmed when faced with the challenges of carving their desired customer journey and recognizing customer pain points along the way. Many leaders see the journey map as a linear process.

Customer Journeys 97

Customer Journeys Management Roadmap Groups 97

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Gainsight

NOVEMBER 15, 2023

. … we love our colleagues, but they don’t always get what we do in Customer Success (CS),” says Mehta. In fact, Customer Success is undergoing an evolution. As we move into the second decade of our industry, we’re creating Customer Success 2.0. While that is important, CS is much more than that.

Self Service 52

Self Service Customer Success Roadmap B2C 52

Comm100

SEPTEMBER 22, 2016

The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance by Christopher Brown and Linden Brown. If you need direct instruction on how to create a strong customer service culture, this is the book for you. Creating Customer Loyalty. Reinventing the Customer Experience.

Customer Service 100

Customer Service Case Study Gamification Culture 100

SmartKarrot

JULY 6, 2022

Investing in digital customer success is strategic and essential to promote scalability and efficiency. Q 6: Is there a way I can make the customer journey predictable? To do this, you must comprehend what success looks like and discuss your consumers’ desired results.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

SmartKarrot

JANUARY 21, 2021

Creating a roadmap to maintain product. With the plan in place, the next step is to create a roadmap to maintain product plan. Having necessary teams combine to make a stellar roadmap leading to product success is what this role is about. The strategy is a roadmap that involves-. Working to improve product.

Management 11

Management Roadmap Metrics B2B 11

CustomerSuccessBox

AUGUST 27, 2021

Many startups in their early stages believe that customer success isn’t for them. This means you can be a startup with a seemingly scalable business model and still never become a scaleup for lack of (customer) growth. Thus, to scale up your startup you need to ensure customer success in relation to your business.

Customer Success 52

Customer Success Effort Score How To NPS 52

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

FEBRUARY 7, 2022

This thing also applies to customer success. Your customer success strategy will define the direction your company takes. But, your customer success operations will ensure that you reach your destination without any diversion. It is responsible for managing the operations that relate to customer success.

Customer Success 10

Customer Success Software Report Customer Journeys 10

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Sales 98

Sales Customer Success Conference Customers 98

CustomerSuccessBox

JUNE 8, 2021

TL;DR: Customer success is one of the top 10 fields for employment in the tech sector and the Most Customer success departments have different structures to suit each of their unique requirements consisting of a Vice president of Customer Success or Chief Customer success officer, Director of Customer Success and Customer success managers.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

Gainsight

JULY 1, 2022

This strategy puts the product at the forefront of the customer journey to drive conversion, adoption, retention, and expansion. We have seen companies achieve durable growth and success by deploying a PLG model across different market segments in B2B and B2C. 47% plan to double their investment. .

Roadmap 52

Roadmap Metrics Analytics Strategy 52

Gainsight

AUGUST 14, 2021

Authored by Harshita Banka, Regional Director of Customer Success, Gainsight PX. It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. Customer Success. Customer Marketing.

Government 52

Government How To ROI Effort Score 52

Gainsight

SEPTEMBER 14, 2020

In a time where we can’t afford to lose customers, we need to be diligent, leaving no feedback behind. Companies that succeed will do so by nurturing lifelong customers through an efficient and collaborative customer experience strategy. Introducing: CX Center for B2B Customer Feedback.

Customer Experience 52

Customer Experience NPS B2B Roadmap 52