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

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

ClientSuccess

MARCH 25, 2020

Sure, product enhancements and price points might catch customer’s attention right out of the gate, but it’s the long-term value that prompts a buying decision. And, at the end of the day, nothing provides long-term value like a winning customer success strategy. Customers want to stick around.

Customer Success 53

Customer Success Strategy Company How To 53

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. Gainsight places community squarely at the heart of the Customer Success journey and the customer experience. Let’s take a closer look.

Engagement 52

Engagement B2C Roadmap B2B 52

ChurnZero

MAY 6, 2022

He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. That’s easier to do in B2C. There was the realization that […] net revenue retention is the most important metric you can have and you better focus on that.”.

ROI 98

ROI B2B B2C Metrics 98

Amity

MARCH 15, 2018

While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for. In other words, what roles do Support Managers, Customer Success Managers, and Account Managers play in retaining the customers of the company?

Customer Success 69

Customer Success Management Effort Score Metrics 69

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Revenue Generation Methods.

Customer Success 40

Customer Success Management B2C B2B 40

Ecrion

MARCH 27, 2020

The vast majority of B2C companies today claim to differentiate themselves primarily on experience–even over price. Since there have not been clear objectives, with observable metrics, success has been assumed. There’s a strong parallel between Customer Experience in the B2C world and Customer Success in the B2B.

Customer Experience 74

Customer Experience Customer Journeys How To B2C 74

Customer Bliss

DECEMBER 13, 2016

Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be successful in his customer experience role. . They’ll deflect.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

Team Support

OCTOBER 8, 2020

TeamSupport maintains our diligence when it comes to taking a holistic view of the customer, with every one of our product, support, and success team members understanding the product and having the same dedication to serving our customers. CIO Review: What does the future hold for your organization?

Customer relationships 59

Customer relationships Company B2C B2B 59

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

SurveySensum

NOVEMBER 24, 2021

Take Action on the Customer Issues. How to communicate with your customers in B2B and B2C? NPS is a business metric that helps you gauge customer loyalty by asking a simple question, ‘How likely are you to recommend us to a friend or colleague?’. And the process differs in B2B and B2C. How can you do that?

NPS 52

NPS Net Promoter Score B2C Effort Score 52

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

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 answers are normally quite homogenous in B2C (e.g. Value leads to success and, in turn, to advocacy. Your customer success program is key in this case too.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

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

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

Retently

JUNE 28, 2023

While the price of your product undeniably affects customer perception, does it also have an effect on satisfaction? Are customers more satisfied with your product if it costs more, and would raising your prices positively impact metrics like Net Promoter Score®? As it turns out, it might.

Customer Satisfaction 146

Customer Satisfaction Net Promoter Score Fashion B2C 146

Waypoint Group

JUNE 7, 2018

While that works well for consumer B2C companies (where, by and large, you’re only as good as your latest transaction), relying on journey mapping is dangerous and far from ideal for B2B companies. Success = Outcomes. In other words, Customer Success is NOT a matter of making sure that end-users adopt the product.

Customer Success 40

Customer Success Customer Journeys B2B Feedback 40

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. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Customer churn is the opposite of retention. So why should you care?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Gainsight

NOVEMBER 1, 2022

Thankfully, with today’s sophisticated digital tools like AI and automation, it’s much easier now to scale your customer success and marketing efforts than it was during the last recession. In other words, with digital customer success, we can all easily do more with less. New growth avenues.

B2B 52

B2B B2C Software Customer Success 52

Gainsight

MAY 4, 2023

In the not-too-distant past, communities were primarily viewed as a way of scaling Support or reducing costs for B2C enterprise companies. With the rise of Subscription-based companies came a new business model founded on the idea of proactively supporting customers to achieve success.

Self Service 52

Self Service How To Effort Score B2C 52

Team Support

OCTOBER 28, 2020

“We have always been focused on teams helping businesses support their customers through collaboration, and understanding customer relationships no matter where they are,” says Eric Harrington, co-founder and COO of TeamSupport. Website: teamsupport.com. Location: Dallas, TX. Management: Eric Harrington, COO and co-founder.

Customer relationships 45

Customer relationships Company B2B B2C 45

ChurnZero

JUNE 1, 2022

“If you’re thinking about a product or service, either you’re going to bring [a customer] joy, you’re going to make them money, or you’re going to solve a pain point. With a Customer Success platform, you’re solving a pain where companies don’t even know what’s going on in their customer base.

Marketing 98

Marketing B2C Technology Management 98

ECXO

JUNE 15, 2021

If you want all your employees to improve the customer experience, reward them for doing so. People tend to focus on the metrics that will bring them benefit. This is particularly important for employees, who face customers only indirectly, but still, have a significant influence on their experience.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

SmartKarrot

JULY 30, 2021

It’s a powerful, emerging marketing tool – customer success. Weren’t we providing customer support and customer service all this while, they ask. Well, yes, but no, customer success is not the same as customer support or after-sales service. What is customer success?

Customer Success 10

Customer Success Net Promoter Score Multi-Channel Metrics 10

SmartKarrot

JUNE 17, 2021

Role: Senior Director, Customer Success Location: New York, NY, US Organization: Arcadia As a Senior Director of Customer Success, you will deliver a best-in-class customer support experience across all customer segments resulting in increased retention.

Customer Success 10

Customer Success B2C Ecommerce Leadership 10

ChurnZero

JUNE 2, 2021

Lessons learned over the last year from the Customer Success community. If they stop using it, depending on what the metric is that it’s based on, it’s more volatile. Even consumer (B2C) operates very differently. There’s been a lot of successes in the SMB side, like Shopify. Q&A Recap.

B2B 98

B2B Company B2C Survey 98

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

Bob Hayes

SEPTEMBER 18, 2017

We studied 88 companies that have a formal customer program (e.g., customer experience (46%), customer success (30%), other (24%)) to determine the extent to which they incorporate analytics practices into their program. Most respondents were from the US (86%) and worked in a B2B (50%) or B2C/B2B (42%) company.

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth.

Customer Success 132

Customer Success How To Return on Investment Customer Centricity 132

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 102

Customer Journeys Customer Success Net Promoter Score B2C 102

SmartKarrot

MAY 6, 2020

For a successful business to run, the business owners need to evaluate their businesses from multiple view-points through measurable and quantifiable numbers. These numbers are called metrics. Product success metrics are the key parameters based on which the performance of a business in the real world is measured.

Metrics 10

Metrics Measurement Net Promoter Score NPS 10

CloudCherry

DECEMBER 1, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. They naturally gravitate to the role because they spend a lot of time talking with customers and they have an intimate understanding of what customers need. Customer experience comprises the entire customer journey.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

ChurnZero

JUNE 1, 2022

“If you’re thinking about a product or service, either you’re going to bring [a customer] joy, you’re going to make them money, or you’re going to solve a pain point. With a Customer Success platform, you’re solving a pain where companies don’t even know what’s going on in their customer base.

Marketing 52

Marketing B2C Technology Management 52

Avaya

FEBRUARY 13, 2019

An elated customer will say: “That was fantastic! When existing or new customers become elated, all the other metrics fall into place. They post on social media or rate the company on web sites, which provides prospective customers with a sense of security that your business is a good one.

Interaction 45

Interaction How To B2B B2C 45

Gainsight

MARCH 20, 2019

In the health analogy, customers are like patients and Customer Success Managers (CSMs) are like doctors. CSMs do tests and measure signals to diagnose any “diseases” and prescribe the right treatment to reduce risk and improve customer outcomes. Relationship is a survey-based metric that replaces NPS.

Data 45

Data Healthcare Measurement NPS 45