Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable. But if you haven’t started already, you can begin with the basics.

Customer Journeys 80

Customer Journeys Self Service Metrics Customer Success 80

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Tips 83

Tips Net Promoter Score Metrics NPS 83

Totango

NOVEMBER 1, 2021

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. 5 Key Takeaways. 5 Key Takeaways. Need help leading your CS team?

Customer Success 85

Customer Success Tips Guidelines Leadership 85

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

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation.

Innovation 96

Innovation Customer Success Customer Journeys How To 96

Totango

NOVEMBER 1, 2021

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. 5 Key Takeaways. 5 Key Takeaways. Need help leading your CS team?

Customer Success 69

Customer Success Tips Guidelines Leadership 69

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Here are 10 takeaways for recession-proofing CS.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

Gainsight

DECEMBER 15, 2023

So what does that mean to Customer Success (CS) orgs? Why CS Needs to Learn How to Speak CFO For years, we’ve been talking about your CS team being trusted advisors to your customers and doing the important work of helping them be more successful. Actually, the sound is more like a roar than a whisper.

Tips 52

Tips Leadership Sales Training 52

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Sales to Customer Success Handoff Email Template. Escalations.

Customer Success 108

Customer Success Feedback Meeting Knowledge Base 108

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

Tips 98

Tips Gamification Feedback Customer Success 98

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

Totango

MAY 19, 2021

Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. For tips on futureproofing your decision check out the New Trends in CS for 2021.

Customer Success 106

Customer Success Analysis Customer Retention Meeting 106

Gainsight

MARCH 3, 2021

I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. He’s also well known for his humorous and insightful blog, kellblog. We believe 2021 is the year for Customer Success teams to embrace their broader impact on Net Dollar Retention since they help minimize churn AND drive expansion.

Self Service 116

Self Service ROI Metrics Customer Success 116

ChurnZero

MARCH 9, 2023

Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job. When the survey asked, “What does your tech stack look like?”

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. We know how hard it can be to distill our CS objectives into one or two neat little boxes for the year. We put together five top-notch New Year’s resolutions for Customer Success in 2023.

Customer Success 52

Customer Success Leadership Metrics Customers 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? Just what does a customer success manager do?

Customer Success 90

Customer Success Management Exercises Social Media 90

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 52

Customer Success Customer Journeys Customer Centricity Tips 52

ChurnZero

JANUARY 18, 2023

Customer Success newsletters are a great way to stay on top of industry trends and strategies, get tips and tricks to improve day-to-day operations, and even find networking opportunities and events, without having to do all the digging for information across the web to determine what information is valuable and what is not.

Customer Success 52

Customer Success Tips Resources Trends 52

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

Strategy 92

Strategy Customer Journeys e-support Customer Success 92

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Effort Score 77

Effort Score NPS Feedback Customer Retention 77

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success NPS Touchpoint 115

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Customer Engagement 96

Customer Engagement Engagement Tips Strategy 96

Gainsight

NOVEMBER 4, 2021

The event was limited to fifty C-level leaders in the Customer Success community. Learning and networking with other leaders within Customer Success is pretty special. There is so much knowledge, experience, and, most importantly, an openness to discuss challenging topics. Here are some of my key takeaways.

Hotels 52

Hotels Metrics Customer Success Software 52

Gainsight

DECEMBER 20, 2020

Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Helps Businesses Survive Through the Pandemic. . As a CEO friend of mine remarked in March 2020: The things we’re doing in CS these days—and Gainsight is absolutely key to making it happen—are so freakin great.

Customer Success 69

Customer Success ROI Metrics Sales 69

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. Build a Customer Community.

Customer Engagement 95

Customer Engagement Engagement Strategy Effort Score 95

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. Proactively Provide Value.

Software 118

Software Customer Engagement Customer Success Engagement 118

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Product Experience .

Resources 52

Resources Handbook eBook Government 52

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

Totango

APRIL 24, 2020

This week Totango hosted our virtual Customer Success Summit: CXO Connect for executives and leaders of Customer Success. The full recording will be available on Totango’s Everything Customer Success YouTube channel but some of the key takeaways include: Digital Transformation has accelerated as enterprises scramble to the cloud.

System 62

System Customer Success Customer Journeys Communication 62

ChurnZero

JULY 1, 2022

What does CS operations do that a CS team doesn’t do already? It’s a common question among leaders, executives, and CS professionals. Like many specialized roles, the boundaries of CS ops aren’t always black and white. CS is not an exception to this rule, and it’s high time we stop treating it as such.

Customer Success 52

Customer Success Customers Metrics NPS 52

CustomerSuccessBox

MAY 23, 2022

This is why it’s quite surprising to know that the profession of customer success specialist has been marked universally as a high-demand job profile. Read further to know how can you progress through the customer success career path. Additional Read: The key responsibilities of the Customer Success Manager.

Customer Success 52

Customer Success How To Leadership Trends 52

Gainsight

MARCH 19, 2020

The current situation has foisted millions of people into their first experience working from home. And that’s driven thousands of customer success professionals who were used to seeing their clients and teams every day to learn the ins and outs of “virtual” CS. 5 Common Sense, Uncommonly Practiced Ideas. The twenties.

Customer Success 85

Customer Success Tips Video Roadmap 85