Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset.

Customer Success 52

Customer Success Marketing Net Promoter Score Case Study 52

ClientSuccess

OCTOBER 4, 2022

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. Here are some considerations to take into account when looking for a new customer success platform: 1. So, how are you supposed to choose??

Software 52

Software Customer Success Case Study eBook 52

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. KPIs to Share With Executives.

Customer Success 73

Customer Success How To Net Promoter Score Financial 73

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Responsibilities: Own the revenue number for the installed customer base. Customer Success Manager.

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

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

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! CustomerSuccessBox. 16 Ventures.

Customer Success 52

Customer Success Case Study Resources Customers 52

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. 5 resources to set your CSMs up for success.

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Resources Customer Success Chief Customer Officer Case Study 70

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Download Customer Success Compensation Models Image. Variable Split.

Customer Success 111

Customer Success Management NPS Sales 111

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Company Management Roadmap 59

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 77

Customer Success Customer Journeys Customers Case Study 77

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

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

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Customer Success 52

Customer Success Case Study Customers Metrics 52

Totango

JULY 22, 2022

Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. . While each scorecard is customizable, some pre-built metrics include: Health overview. Some of the key metrics in this Scorecard include: .

Communication 103

Communication NPS Case Study Metrics 103

SmartKarrot

JULY 26, 2022

To write a SaaS case study, you must remember certain pointers. You need to engage customers and readers about how the product or company solves business problems and improves growth. A SaaS case study is a narrative or story of how one has successfully delivered and implemented a solution with a client for results.

Case Study 10

Case Study Study How To B2B 10

Education Services Group

NOVEMBER 25, 2019

As the gospel of Customer Success is spreading like wildfire in the corporate world, executives are realizing that they need to act fast to incorporate it into their organizational structure. But to their own detriment , some of these executives aren’t fully committing to the importance of Customer Success.

Customer Success 59

Customer Success Management Case Study Resources 59

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Measurement 118

Measurement Effort Score Customer Experience Data 118

SmartKarrot

OCTOBER 27, 2021

As they say, what goes around, comes around, holds true in the customer success niche too. Let’s face it – customer success as a subject is transformative. In simple words, it drives in more exponential value for both vendor as well as the customer. But how does customer success drive company market valuation?

Customer Success 19

Customer Success Company Marketing Case Study 19

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses.

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Customer Success Metrics Effort Score Customer Centricity 126

CustomerSuccessBox

APRIL 3, 2022

Customer Success ensures that your customers remain happy customers. Its objective is to guarantee that your customers get the most value from your product. Sending an email with the appropriate intent at the right time is essential to a good customer success email. Customer Success Email Templates.

Customer Success 52

Customer Success Video Customers Meeting 52

ClearAction

FEBRUARY 13, 2023

This customer experience course is an actionable overview for making CX a team sport company-wide. It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application.

Sports 71

Sports Customer Experience Handbook Case Study 71

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Rather, the CS team is equally important to the success of a company.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

OCTOBER 31, 2018

I can think of at least three customers that we lost because of this feature.”. Many of our best people worked at [company X] before… ”. I think this question of causation or correlation is super relevant as the industry analyzes the impact of Customer Success. How do we quantify the impact of Customer Success?”.

Customer Success 61

Customer Success ROI Sales Groups 61

Lumoa

APRIL 1, 2020

Nowadays, you need to craft all of those insights into a strategy that allows all of the teams within your company to band together and serve the common good. Why Build a Customer Insight Strategy? You might be thinking to yourself that your organization has served your customers well enough without a defined customer insight strategy.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

BirdEye

AUGUST 3, 2023

However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. This fosters more customer loyalty.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. Think about any potential product enhancement requests, advisory board placements, case study potential, customer speaking engagements, etc.

How To 59

How To Metrics Case Study eBook 59

SurveySparrow

APRIL 28, 2023

So with their help, in this article we will: Define Product Qualified Leads (PQLs) Learn how they differ from other types of leads See how to identify a PQL Learn how to nurture a PQL Explore 7 tactics to convert PQLs into paying customers List the key metrics for measuring the success of your PQL strategy What are product-qualified leads?

Case Study 52

Case Study How To Effort Score Metrics 52

SmartKarrot

APRIL 19, 2023

In order to reduce negative effects on customer happiness, operational efficiency, and scale, assist in identifying, prioritising, communicating, and driving resolution of essential issues and hazards. Creating and maintaining playbooks for the Onboarding, Adoption, Renewal, and Expansion phases of the customer experience.

Customer Success 19

Customer Success Case Study Financial Customers 19

SmartKarrot

JANUARY 6, 2023

Role: Head of Customer Success Location: San Jose, CA, United States Organization: Resolve Biosciences As a Head of Customer Success, you will recruit, manage, and develop the team of CTAs and DSAs. Act as the main global technical leader for the company accountable for customer success.

Customer Success 19

Customer Success Case Study Knowledge Base Training 19

SmartKarrot

MARCH 9, 2023

Role: VP, Customer Success Location: Alpharetta, GA, United States (Remote) Organization: Varicent As a VP of Customer Success you’ll boost renewal rates and decrease attrition and downselling. Direct consumers towards tried-and-true or highly-recommended methods of addressing their company demands.

Customer Success 19

Customer Success Case Study Customer Journeys Leadership 19

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal.

Customer Success 19

Customer Success Touchpoint Case Study Customer Journeys 19

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Measurement 87

Measurement Effort Score Customer Experience Data 87

SmartKarrot

JUNE 30, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: meQuilibrium As a Customer Success Director, you will advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

Thematic

OCTOBER 19, 2022

We all know the incredible success stories of product-led companies. But even these companies had to hire large sales teams to maintain their growth momentum. Likewise, sales-led companies know that ultimately products must deliver customer value. This is where customer-led growth comes in.

Strategy 71

Strategy Banking Metrics Analysis 71

SmartKarrot

NOVEMBER 17, 2022

Role: Head of Customer Success Location: Remote, United States Organization: Voxie As a Head of Customer Success, you will mentor and inspire a team of high-performing Customer Success Managers. Own the ultimate success of the customers, including onboarding, product adoption, retention, and growth.

Customer Success 19

Customer Success Case Study Policies Resources 19

Education Services Group

NOVEMBER 22, 2021

What if you could reliably predict a customer’s future behavior? (No, A customer health score can help Customer Success teams do just that. It’s a way of evaluating a customer’s likelihood of churning, renewing, or expanding — helping CSMs identify and mitigate potential customer issues before they arise.

How To 52

How To Metrics Knowledge Base Customer Success 52

SmartKarrot

FEBRUARY 1, 2022

Role: VP of Customer Success Location: Remote, New York, United States Organization: Teampay As a VP of Customer Success, you will coach the team on strategies for building trusted advisor relationships. Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities.

Customer Success 19

Customer Success NPS Case Study Healthcare 19