Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. SHARE ARTICLE. Share on twitter.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

CustomerSuccessBox

APRIL 19, 2022

From marketing to customer support to even customer success. But with the customer journey analytics tool, the team can leverage information from existing systems like natural language processors, text and speech analytics tools, and customer feedback management systems and use those insights to help address the customer needs.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

Customer Bliss

OCTOBER 4, 2016

So when she took on the role of the Chief Customer Success officer at Reval, she knew she needed to create a very deliberate path to gaining understanding, acceptance and traction in her role. This is where you begin to understand and map out the customer journey. You want to make sure that you: Speak to/listen for customers.

Customer Success 166

Customer Success Metrics Leadership Customer Journeys 166

Gainsight

FEBRUARY 4, 2021

Growth rate, gross margin, and other traditional metrics matter greatly. But software leaders have increasingly recognized the importance of a new metric unique to the SaaS world, Net Dollar Retention (NDR). As a reminder, NDR looks at your existing customers at the beginning of a period (e.g., Net Dollar Retention Rules.

Tips 72

Tips Metrics Software B2C 72

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. Customer Effort Score (CES) This gauges the difficulty or stress of a client to achieve different tasks successfully.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

CustomerSuccessBox

OCTOBER 19, 2021

The key activity that is important to good execution of customer success is the renewal process obviously. And this goes without saying that whether it is the customer success team that’s managing it or another part of your organization, it is very critical. Read: Why is customer retention important for B2B SaaS.

Customer Success 52

Customer Success Customer Retention Metrics Customers 52

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. This will help you in deciding whether you’re on the right track to success or not. In B2B SaaS businesses, you have to identify those key indicators which can drive performance. Yes, you heard that right! Net Retention Rate (NRR).

Customer Success 59

Customer Success Metrics Measurement Tools 59

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. dence to own their role in the customer relationship.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

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

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. I have two core responsibilities at Winning by Design.

Customer Success 84

Customer Success Consulting Sales Training 84

delighted

MARCH 15, 2019

In fact, when the Temkin Group calculated the ROI of customer experience , they found that a moderate increase in customer experience can lead to an industry average of $775 million dollars in revenue growth over 3 years for a typical billion dollar company. Ensure your VoC program is set up for success.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customer Journeys Loyalty Programs 78

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Let me add a few things.

Customer Success 61

Customer Success NPS Customer Retention Financial 61

Retently

JANUARY 13, 2019

Don’t worry, though – we’ve got you covered with useful tips on how to analyze the survey data from your NPS campaigns. When it comes to client distribution, especially in B2B, a different approach would be to also consider the role of those who respond to your surveys. Focus on Customer Engagement. NPS distribution.

NPS 88

NPS Analysis Report Net Promoter Score 88

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. Q: What OKRs and KPIs do you use to monitor the success of Customer Success? I’ll focus on KPIs.

Metrics 98

Metrics Software B2B NPS 98

ChurnZero

SEPTEMBER 8, 2021

For those of us who are excited to interact with their colleagues again and learn from industry and Customer Success experts in a conference setting, we have compiled this list of the top three in-person events that are happening for you to consider making plans to attend before the end of this year. Customer Success Around the Web.

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Conference Leadership Industry Customer Success 95

SmartKarrot

APRIL 4, 2022

A customer-centric DNA is when the focus of your company is customer success. Top brands like Ikea, Amazon, and Google take customer success seriously. This is because business growth can be shouldered on a well-designed customer success strategy. Customer Insights are the Key.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Our recommendations follow below.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Our recommendations follow below.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Team Support

JUNE 18, 2020

In Part 1 of this series, we discussed some strategies for helping to navigate new B2B (business-to-business) customer relationships during uncertain economic times. But what about existing customers? After all, some customers contact you frequently with various questions or issues or are willing to speak up more than others.

Sales 59

Sales B2B Customer Experience Management 59

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer segmentation.

Resources 52

Resources Customer Retention B2B Customer Success 52

Gainsight

APRIL 14, 2022

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Why NRR Matters.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

ChurnZero

JUNE 28, 2019

4 Customer Success Lessons That You Can Learn From Playing Tetris. But what could it possibly have to do with Customer Success? Continue reading to discover the four lessons that Customer Success practitioners can learn from this well-aged classic game. A similar lesson can be applied to Customer Success.

Customer Success 49

Customer Success B2B Customer Retention Entertainment 49

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Consulting Tips Resources 48

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

CustomerSuccessBox

JULY 14, 2021

Suggested Reading: Why is Customer Retention Important for B2B SaaS Business? Numerous SaaS companies with long-term goals of growth and success tend to focus time and effort on product adoption. There are several key metrics using which you can calculate your adoption rate. Calculating Customer Adoption Rates for Usage.

How To 52

How To Metrics B2B Measurement 52

Waypoint Group

OCTOBER 31, 2017

Maybe I’m not entitled to, so let me know if there’s anything disagreeable here… Seems to me that the shortest path to accelerating profitable growth is through customer loyalty. We’ve seen so many examples where this is true and following below is why and how to make it happen in B2B.

Tips 40

Tips How To B2B Loyalty 40

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. Value leads to success and, in turn, to advocacy. Your customer success program is key in this case too. I’m talking about long-term churn.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Totango

SEPTEMBER 1, 2022

Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. B2B clients tend to measure performance in terms of key performance indicators, so SaaS QBR discussions often focus on KPIs. This approach gives your customer success team maximum advantage over your QBR strategy.

Customer Journeys 98

Customer Journeys Net Promoter Score Meeting B2B 98

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. Each session I attended held alignment with various leading Customer Success topics and strategic concepts, which closely correspond to many of our current account initiatives across ESG today. Joshua Robitaille, Customer Success Program Manager.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98