Gainsight

MARCH 15, 2022

One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS. Lately it feels like companies say they care about Customer Success, but when they have to put up resources to back it, they don’t commit,” he said. The post Is Your Company Serious About Customer Success?

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Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Moreover, Mead says the same 25-56 influencers peddle accreditation courses on LinkedIn.

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Wootric CX Blog

MARCH 15, 2020

Now more than ever, customer experience is job #1. . We think the SaaS businesses that focus on retaining customers and building loyalty are the ones that will survive and thrive in this uncertain climate. . Of course, the question then becomes how do you retain customers and build loyalty?

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CX Journey

JUNE 14, 2017

The more people we can have on the customer's team, the better. Books like the Ultimate Question series, Outside In, and Jeanne Bliss' books about the Chief Customer Officer role are great resources. I was once lambasted on Twitter because I shared a view that opposed the mainstream position on NPS.

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CustomerSuccessBox

JUNE 7, 2022

But the strategy is not to wait until something happens, or churns, and then try to find out why they left, the strategy is to throughout the customer journey, you were taking these little checks, Little pulses. Companies should be doing this with regularity, not just in NPS once a year, or, you know, putting NPS on everything.

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Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? How about 400? Are you still onboarding every user/customer with a web-call? Think Scale. If so, why?

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Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. Customer Journey Mapping is another case in point. We just need to become more reasonable.

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Customer Guru

DECEMBER 13, 2017

Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional. Employees don’t understand what good customer experience means.

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CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

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Peter Lavers

DECEMBER 1, 2020

Internally, there may be a culture of continually kicking off “new and shiny” CX initiatives that never seem to fully deliver (requiring, of course, another programme). If that’s the case you may need a Chief Customer Officer type role to align internal processes and initiatives with the customer journey.

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Gainsight

JUNE 10, 2021

August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey.

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ChurnZero

FEBRUARY 23, 2023

We would add that metrics put the “m” in management and suggest re-evaluating the metrics you are using to manage customer retention and customer loyalty. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases.

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ChurnZero

FEBRUARY 23, 2023

We would add that metrics put the “m” in management and suggest re-evaluating the metrics you are using to manage customer retention and customer loyalty. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases.

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Management Self Service Customer Retention Net Promoter Score 52

SurveySensum

MAY 9, 2022

That’s something CUSTOMERS DO. But now that you’ve put in efforts to enhance customer experience and they are happy with you, what are you planning to do with their positive feedback? How to Leverage Positive Customer Feedback: Top 7 Ways. But you can use positive feedback to learn as well; and of course to celebrate!

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ChurnZero

DECEMBER 27, 2019

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer S uccess . It’s not surprising to see this post top our list since your churn rate is deeply connected to the quality of your customer’s onboarding journey. How Best to Create a B2B Cus t omer Survey . And Other Noteworthy News.

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Kayako

OCTOBER 23, 2017

Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences. How to create a customer feedback loop that improves your product. Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. Of course the way you track this is up to you.

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ChurnZero

MAY 29, 2020

NRR provides the truest assessment of success with our customers. You want to retain your customers, of course. Definition: Net Promoter Score® (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. Net Promoter Score®.

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ChurnZero

MAY 20, 2021

Of course, you want every new hire to be a hero, but replicating the star-like quality of your founding team is not only hard, but unrealistic. If you have a five-person Customer Success team and adding a Customer Success Operations role makes each CSM 20% more efficient, then do it. Customer Success Around the Web.

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ChurnZero

DECEMBER 2, 2021

“I’ll talk to Customer Success leaders and they’ll say things like ‘I’ve got a new CEO and I need to find out what they think about Customer Success.’ List your capabilities, show how you use those capabilities by customer segment, and what you expect the results to be. Michael Harnum , Chief Executive Officer, ESG.

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ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

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SmartKarrot

OCTOBER 7, 2020

There is a lot of learning and experiments going around in customer success. To learn how to build a customer success program. But first let’s see what is customer success along with its benefits. What is Customer Success? How to Build a Customer Success Program? 2 Identify Customer’s Goals.

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ChurnZero

JULY 9, 2020

If you are committed to truly helping your customers grow, you need to make them the best at what they do. If you teach a customer how to use your product to fix a problem, you’re in the game. If you teach a customer how to be better at their job, you’re playing for keeps. .

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ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

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Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

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Kustomer

DECEMBER 9, 2021

As so many guests on our podcast have pointed out before, the happier that CX agents are, the better outcomes they produce in customer interactions. When agents are happier in their jobs, this leads to higher NPS scores and overall customer satisfaction and loyalty. She is currently the CEO and founder of Customer Bliss.

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Kustomer

SEPTEMBER 3, 2020

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. Employees and How to Take On the New CX World. As the market and customer changes, companies change. And it’s really hard. Both are really hard.

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SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. So you can bring in not just the voice of the customer feedback in all of its formats, right? Thank you.

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Gainsight

NOVEMBER 1, 2018

What I experienced: My three years in Business Operations were a crash course on how to scale CS. Many customers don’t open our emails anyway. Can we send an NPS survey to all our users? We need better ways to collect feedback and track usage,” one Chief Customer Officer (CCO) told me. “We

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ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Executive Sponsor: .

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Gainsight

DECEMBER 15, 2021

Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. Maybe you can’t yet see how they will act as a growth engine for your entire organization. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. . But things are starting to change.

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