Gainsight

OCTOBER 19, 2023

If this past year has shown us anything, it’s that companies with the most agility and a strong focus on the customer are the ones that are poised to thrive in a constantly shifting and uncertain economy. We partnered with Benchmarkit, a B2B SaaS research firm, to find out. Ultimately, we’re at an inflection point.

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

Think Customers

MAY 1, 2024

Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. Often many stake holders and decision makers are involved specially in B2B. View the original and learn more about the ECXO.

ROI 52

ROI Software B2B System 52

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

Think Customers

AUGUST 30, 2021

In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon. B2B sellers understand they need to change yet face challenges to creating successful digital-first sales experiences.

B2B 59

B2B Sales CRM Video 59

Gainsight

DECEMBER 28, 2022

To help you prepare for the mindset shift and future financial uncertainties, Gainsight published a new ebook, The Essential Guide to Budgeting for Customer Success and Durable Growth. Position Customer Success (CS) as an Efficient Growth Engine . Customer Success teams. .

Customer Success 52

Customer Success Self Service eBook Customer Retention 52

Influitive

NOVEMBER 1, 2017

Now that you’ve sourced a pool of amazing customers with stories to tell (see my post on 4 steps to sourcing amazing customer success stories) and have helped them create user-generated content (UGC) that’s sure to attract a ton of highly qualified leads, next comes content distribution.

Customer Success 65

Customer Success ROI B2B Tips 65

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success Data ROI Conference 52

Gainsight

DECEMBER 20, 2020

And in the world of Business-to-Business (B2B) relationships, we have learned how critical our clients are to making it through ups and downs. Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Helps Businesses Survive Through the Pandemic. .

Customer Success 69

Customer Success ROI Metrics Sales 69

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. You never miss an opportunity to capitalize on your customers’ most pressing pain issues, requirements, wishes, etc. Why is Automation important to scale Customer Success?

Customer Success 52

Customer Success Poor Customer Service Resources Customers 52

ChurnZero

DECEMBER 11, 2020

A s much as I hope you enjoyed this poem, it’s time Customer Success leaders stop hoping for approval and watering down their budgetary needs for fear of rejection. . The best investment your company can make is in its customers – and that means investing in Customer Success. . The ROI Argument .

Customer Success 59

Customer Success ROI CRM Software 59

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Software 52

Software Customer Success Effort Score Net Promoter Score 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial. 6 Focus areas for a Customer Success Team or a Customer Success Leader.

Customer Success 52

Customer Success ROI Measurement Metrics 52

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. Customer Satisfaction Score (CSAT).

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

ChurnZero

MAY 6, 2022

Category creators face more challenges in B2B. “I But in B2B, being first is terrible. B2B products must impact ROI. “If If your product or service can have an impact on ROI, that’s what you really need to do. “If If your product or service can have an impact on ROI, that’s what you really need to do.

ROI 98

ROI B2B B2C Metrics 98

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. Can you tell us about your responsibilities at HelloSign?

Customer Success 0

Customer Success B2C NPS e-support 0

Totango

APRIL 11, 2019

This is certainly true of the customer success health scores used to monitor the status of customers. When a health score indicates that a customer requires attention, you also need to know what went wrong and how to fix it. What is a Customer Success Health Score?

Customer Success 86

Customer Success Metrics Measurement Customers 86

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

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Obviously, no one wants to lose customers. Why Customers Churn. You are not powerless in the face of churn.

Strategy 105

Strategy Management B2B ROI 105

Team Support

FEBRUARY 23, 2021

That’s according to the Customer Success Association who tells us that being able to prove your worth in both directions is the most crucial aspect of determining success. Where does your customer support team fit in? H istorically, B2B customer support departments have not been thought of as revenue generating.

B2B 78

B2B Return on Investment Knowledge Base Analysis 78

ChurnZero

FEBRUARY 15, 2019

Top 10 Customer Success Takeaways from SaaStr. . It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . Customer Success profession is exploding. Ask me how.

Customer Success 53

Customer Success Return on Investment Metrics Conference 53

Team Support

JUNE 3, 2020

Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? Believe it or not, some companies are still relying on spreadsheets to manage different areas of customer support. This is often a clear sign of chaotic support interactions.

B2B 64

B2B Software Self Service B2C 64

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Develop Core Values.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Customer Engagement 76

Customer Engagement Customer Journeys Engagement Tips 76

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. These actionable points are powerful enough to turn around your CS business’s ROI! This will help you in deciding whether you’re on the right track to success or not. Account health KPIs- Product adoption, customer usage, etc.

Customer Success 59

Customer Success Metrics Measurement Tools 59

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. Can you tell us about your responsibilities at HelloSign?

Customer Success 60

Customer Success B2C NPS e-support 60

CX University

MARCH 18, 2024

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. By analyzing this wealth of data using sophisticated algorithms, businesses can gain deep insights into individual customer preferences, behaviors, and intent.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

Amity

NOVEMBER 5, 2018

In Customer Success, we’re responsible for helping our customers reach their goals by pointing them towards the right tools and resources with the solution we’re supporting to ultimately help them achieve their desired outcomes. It’s usually not a good sign and could mean poor customer health from the get-go.

Customer Success 77

Customer Success Software Sales Customers 77

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

B2B 10

B2B Strategy ROI Return on Investment 10

Waypoint Group

SEPTEMBER 12, 2017

The post Short Video: ROI on Customer Feedback Matters in B2B Companies appeared first on Waypoint Group. In this 9 minute video interview, we discuss: Why is it important to invest in getting feedback from the right people, in the right way, at the right time? [at

ROI 20

ROI B2B Video Feedback 20

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Who is “the customer?” Responding to email.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric.

ROI 54

ROI Feedback Survey Financial 54

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Education Services Group

JULY 10, 2019

Customer Success goes beyond your customer-facing domain. It is about more than just delivering specific customer outcomes. An effective Customer Success strategy depends on buy-in from your channel partners as well. So in today’s SaaS-dominated B2B landscape, channel relationships are in need of an update.

Customer Success 40

Customer Success Customer Journeys Customer Centricity Strategy 40

ClientSuccess

APRIL 19, 2019

For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model. The first part is onboarding a customer and the second part is driving adoption (value).

Customer Success 44

Customer Success Engagement Resources Software 44

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Can you tell us how you got started in customer experience? Very important. Very important.

Customer Experience 95

Customer Experience Healthcare Net Promoter Score Apparel 95

Waypoint Group

OCTOBER 7, 2015

Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers. 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. So how can you use internal benchmarks to drive customer success?

Customer Success 40

Customer Success Comparison ROI Groups 40