Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response?

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 92

B2B Customer Success Customer Service B2C 92

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Gainsight

OCTOBER 19, 2018

Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies. Data science has taken on a metaphysical form in functions like virtual assistants, page algorithms, and predictive scoring. Look around you.

Customer Success 100

Customer Success Data Strategy Analysis 100

CX Accelerator

FEBRUARY 12, 2018

And, survey fatigue and other reasons pop up as to why customers are not providing feedback. So… What can companies do to improve their voice of the customer success? Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are. Set up listening posts where it matters. Twitter - @SueDuris

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

ChurnZero

MARCH 4, 2022

Score all the forces. This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. Let’s pick one use case – managing customer feedback – to examine a bit closer. Score all the forces.

Analysis 95

Analysis Customer Success Exercises Effort Score 95

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. Recap: what is a Net Promoter Score? 60 – 15 = 45, which is now your NPS score. NPS benchmarks.

Net Promoter Score 52

Net Promoter Score NPS Customer Success Effort Score 52

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 91

Customer Success How To Metrics Effort Score 91

Totango

SEPTEMBER 22, 2020

Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. Proactively Provide Value.

Customer Engagement 96

Customer Engagement Engagement Strategy Effort Score 96

ChurnZero

DECEMBER 21, 2023

Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. Here’s the webinar in full. A: Try to narrow it down.

Sales 52

Sales Customer Success Tourism Roadmap 52

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Effort Score 78

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

ClientSuccess

MAY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Cole Sanders, Sr Customer Success Manager.

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

SurveySparrow

JULY 31, 2023

By systematically gathering, analyzing, and managing customer feedback , businesses gain invaluable insights that fuel growth and enhance customer experiences. That’s where the Voice of the Customer (VOC) methodology comes into play. What is Voice of Customer (VOC) Let’s first get the basics sorted.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 72

Customer Success How To Metrics Effort Score 72

CustomerSuccessBox

JUNE 7, 2021

Efforts made to stop churn today could make or break your business performance for the upcoming years. You need to know what your customers want and need. The success of your business is directly proportional to the success of your customer. Alternatives to Customer Success platform. Why does it fail?

Customer Success 52

Customer Success Effort Score Exceptional Customer Service B2B 52

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Totango

OCTOBER 13, 2020

To spot potential advocates, it is critical to capture a comprehensive customer health score to identify how your customers are doing. Use surveys like NPS to help gather customer sentiment. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Strategy 62

Strategy Effort Score B2B Customer Success 62

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. You may be able to snag a few reviews here and sign up a few references there without much of a dedicated effort. But as you acquire more customers, you’ll no longer be able to passively manage these lead and brand-building sources.

Customer Success 96

Customer Success How To Case Study Customers 96

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. How Can You Increase Customer Retention? Why is it important?

Strategy 74

Strategy Customer Journeys How To Customer Retention 74

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Trends 71

Trends Customer Journeys Customer Success Net Promoter Score 71

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 62

Customer Success How To Metrics Effort Score 62

AskNicely

AUGUST 27, 2018

Business survival and success are inextricably connected to growth. While many go-to strategies and tactics employed today are rooted in shrewdness and sheer cunning, what if the next disruptive idea is simply to be nice? G rowth is a team effort. But the customer success team should be included. The Book of NPS.

Net Promoter Score 150

Net Promoter Score NPS Effort Score Competitive Advantage 150

Totango

MAY 5, 2021

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. There is an index that scores customer satisfaction on a scale of zero to ten.

Measurement 118

Measurement Effort Score Customer Experience Data 118

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement Effort Score 52

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?

Customer Success 129

Customer Success NPS Metrics Culture 129

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Effort Score Communication Customer relationships 63

CustomerSuccessBox

APRIL 27, 2022

So, having B2B SaaS upselling strategies is vital for your business growth. As a Customer Success Manager (CSM), your job is to help customers derive more value from your product so that they achieve their business goals. Putting an upsell plan in place, knowing the strategies, etc. It is easy.

B2B 52

B2B Strategy Effort Score Tools 52

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. What is customer success? There are a few things that differentiate customer success from account management.

Customer Success 65

Customer Success Management Financial Metrics 65

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

Roadmap 98

Roadmap Customer Centricity How To Effort Score 98

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

CustomerSuccessBox

DECEMBER 30, 2021

B2B SaaS companies are preparing for their final quarter sprint, determining metrics for the next quarter and year & working on Quarterly Business Reviews while also working on customer journey after the new year. Customer Success depends on the ability to retain and build healthy relationships with customers.

Customer Success 52

Customer Success Net Promoter Score Customer Journeys Effort Score 52