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 93

B2B Customer Success Customer Service B2C 93

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 81

Customer Success Customer Journeys Guidelines Customers 81

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Did they achieve these outcomes?

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Totango

MAY 17, 2024

Inconsistent post-call follow-up : According to a recent Deloitte report, one-third (35%) of a CSM’s time is spent driving follow-ups and pulling materials post-customer meetings. Reduce support tickets A quarter (25%) of support cases are opened for topics already addressed in the support site and/or knowledge base.

Innovation 89

Innovation Call Recording Conference Tools 89

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer Success 52

Customer Success Net Promoter Score Effort Score Self Service 52

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers. Sornson said.

Customer Success 98

Customer Success B2B Metrics Strategy 98

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

CustomerSuccessBox

DECEMBER 7, 2021

In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. However, in the real world, both time and resources do not permit this level of interaction. It means it’s time for your business to adopt a digital-led Customer Success model!

Customer Success 52

Customer Success Management Resources Customers 52

Education Services Group

SEPTEMBER 12, 2022

In Customer Success, there are a million things to keep track of, from staying on top of our daily tasks to preparing EBRs and collecting NPS scores, the list goes on and on. At ESG, we utilize a six-step approach that you can easily apply in your Customer Success organization and initiatives: .

Customer Success 52

Customer Success Strategy Analysis Resources 52

InMoment XI

OCTOBER 31, 2023

Call centers act as the central point for customer inquiries, issues, and support. They employ skilled agents who communicate with customers using to address their concerns, answer questions, or provide assistance. In essence, call centers bridge the gap between a business and its customers.

Call Center 260

Call Center Strategy Management First Call Resolution 260

ChurnZero

OCTOBER 26, 2021

It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. Every customer is different.

Customer Success 52

Customer Success Groups eBook Customers 52

Totango

SEPTEMBER 25, 2020

In today’s digital landscape, the constant evolution of technology continually changes the way we communicate and do business with each other. This especially extends to the world of customer success and retention. How are today’s CS platforms providing this customer success at scale? Automated Communication.

Customer Success 57

Customer Success NPS Hospitality Resources 57

ChurnZero

SEPTEMBER 4, 2020

By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants. Scenario #1 – Strengthen f eature adoption based on behavior .

Customer Success 87

Customer Success Engagement e-support Tips 87

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Hunter Montgomery , CMO, ChurnZero.

Customer Success 98

Customer Success Effort Score Tools Self Service 98

Gainsight

SEPTEMBER 21, 2022

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. . Set your customers up for success from day zero with a welcome email that does serious work.

Customer Success 52

Customer Success How To Self Service Case Study 52

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Customers Leadership Sales 52

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Not asking for a renewal on day two, but asking the customer: based on your budget cycle, when would you like to have that first renewal discussion? For more customer success webinars and resources, click here.

Sales 52

Sales Customer Success Tourism Roadmap 52

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Voice of Customer.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

Gainsight

JANUARY 20, 2023

We recently covered how Customer Success (CS) teams can create digital scale at moments of truth during the implementation and adoption phases of the customer lifecycle. The chart below highlights more specific examples of digital-led strategies that can help support customer expansion opportunities in your business.

Customer Success 52

Customer Success Strategy Touchpoint Tips 52

CustomerSuccessBox

JUNE 13, 2022

It also gives businesses the data to optimize client communications through segmentation methods and campaign planning. All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Creating a devoted customer base.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

Gainsight

OCTOBER 11, 2022

A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency. To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. .

Customer Success 52

Customer Success Marketing Management Roadmap 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

Amity

MARCH 28, 2018

Customer Success Managers have so much to offer, and there’s no limit to what they can do. The more domain expertise they gain, the more they create and deliver value to their customers and become long-term strategic partners. So what, exactly, is automation good for in Customer Success, and why do we need it?

Customer Success 95

Customer Success How To Customers Resources 95

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

CustomerSuccessBox

FEBRUARY 28, 2022

Undoubtedly, this change has crept into the Customer Success world as well. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. As a Customer Success professional, you’d know how difficult it is to expand your customer base.

Customer Success 52

Customer Success Customer Engagement Sales Customer Journeys 52

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Wait, say that again? Ask this question a lot).

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

Amity

NOVEMBER 14, 2018

With Elizabeth's permission, we are republishing and sharing it with our community. The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. Consistency is key.

Sales 87

Sales Customer Success Tips Customer Journeys 87

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 0

Customer Success B2C NPS e-support 0

CSM Practice

SEPTEMBER 15, 2019

The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to driving long-term customer lifetime value through various processes and operations. Client Success Approach for Large Companies.

Customer Success 45

Customer Success Company Effort Score Customers 45

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Anna’s Customer Success experience runs the gamut – from her early roles as an individual contributor to leading and scaling teams of her own.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. Receive notifications when customer behavior indicates dissatisfaction. Communicate effectively by sending the right messages at the right time.

CRM 91

CRM Customer relationships Customer Success Exercises 91

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers.

Customer Success 85

Customer Success Survey Chief Customer Officer Customers 85