BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Is communication still going strong and do you feel comfortable in those interactions? Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Find customer champions.

Tips 87

Tips Customer Success eBook Meeting 87

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. Q&A Recap.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

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 . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

NOVEMBER 9, 2021

When you personalize and you’re able to adapt the experience to the particular customer, their overall journey — from onboarding forward — becomes smoother and more streamlined. They start to put their trust in you , and the relationship between your customers and your Customer Success team gets stronger. .

Company 97

Company Customer Experience Survey Customer Retention 97

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. And, as with any tool, you need to use CSAT and NPS correctly to get the most value from them.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. This way the CSM is aware of all promises, discussions, and even internal political issues before they even meet the customer.

Sales 40

Sales Customer Success ROI Strategy 40

ChurnZero

NOVEMBER 9, 2021

When you personalize and you’re able to adapt the experience to the particular customer, their overall journey — from onboarding forward — becomes smoother and more streamlined. They start to put their trust in you , and the relationship between your customers and your Customer Success team gets stronger.

Company 52

Company Customer Experience Survey Customer Retention 52

ChurnZero

DECEMBER 27, 2019

5 Common Mist a kes Customer Success Managers Make When Managing Their Day . When a customer ceases all communication without any explanation as to why they went silent, you’ve been ghosted. Check out this life-like scenario to learn how to bring a ghosted customer back to life. . . Customer Success Resource.

e-support 64

e-support eBook Chief Customer Officer B2B 64

Amity

DECEMBER 9, 2016

Why waste thousands of dollars and hours trying to figure out what your ideal customers want to hear, when you can look inwards at your own team and customers for marketing inspiration that’s guaranteed to resonate? Communicate your top advantages over your competitors on your pricing page.

Customer Success 48

Customer Success Marketing Company e-support 48

ClientSuccess

SEPTEMBER 30, 2020

Who are the customers that use your product fearlessly, are forward-thinkers, and push innovation? It’s best to start with a wide range of individuals, and gain insight from Customer Success Managers (CSMs) and others who work closely with customers to determine who should not be included, and who the top contenders should be.

How To 75

How To Net Promoter Score Groups eBook 75

Wootric CX Blog

MARCH 1, 2020

The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Upgrade the NPS program. We’ve seen a variety of people succeed, from Senior Sales Ops employees to Customer Success leaders, to Product Marketing people. .

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. During the Onboarding Stage, customer success takes center stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

ClientSuccess

JULY 9, 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 : Brett Andersen ; Director, Client Success.

Customer Success 40

Customer Success NPS Consulting Metrics 40

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

Storyminers

MAY 4, 2016

This holds true for great customer experiences too. When a company gets it right, CX goes way beyond an NPS or CSat score—it’s all about knowing and understanding your customer so well that the experiences are designed to anticipate a need or desire. Founder of Sixteen Ventures , Customer Success Evangelist at Gainsight.

Industry 140

Industry Customer Experience Interaction Customers 140

ClientSuccess

SEPTEMBER 24, 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. Let’s get started!

Customer Success 40

Customer Success Culture Leadership NPS 40

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

SurveySparrow

SEPTEMBER 6, 2019

An increased customer satisfaction level is directly related to how well your business will be successful. There are so many strategies that you can implement to keep your customers satisfied. Train your team so that they treat your customers well and handle their complaints with care and respect.

Social Media 51

Social Media Effort Score Metrics Customers 51

ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. Here are three critical features your team needs in your ideal customer success platform: 1.

Customer Success 68

Customer Success eBook Metrics NPS 68

Wootric CX Blog

MAY 12, 2020

As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. To make the most of your time and energy, we’ve put together this list of things SaaS businesses should know before they dive into the NPS world. Wait, what is NPS exactly? Have questions?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

ClientSuccess

MARCH 27, 2017

When it comes to customer success, there are many ways for organizations to be successful. In past posts, we’ve explored different models of how to set up teams , what metrics to use when measuring retention and churn, how to align the department with other teams, and even how to onboard customers to a product.

Customer Success 46

Customer Success Net Promoter Score NPS Metrics 46

ClientSuccess

APRIL 4, 2017

Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. At Instructure, Mitch succeeded in scaling customer experience from 3 to over 300 employees in just 5 years.

Customer Success 40

Customer Success Metrics Culture NPS 40

Wootric CX Blog

MARCH 9, 2021

Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. Begin With Net Promoter Score (NPS). It’s time to ask your customers some essential questions. Net Promoter Score (NPS). Customer Effort Score (CES). Customer Satisfaction Score (CSAT) .

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

ChurnZero

SEPTEMBER 16, 2021

Stage in the customer lifecycle journey — how recently did they sign up for a subscription? Level of engagement with your customer success management (CSM) or other customer support interactions. Customer Effort Score (CES) — how much effort is your customer putting into solving an issue they might be having?

Customer Retention 52

Customer Retention Strategy Net Promoter Score Effort Score 52

Wootric CX Blog

MARCH 18, 2021

Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. It’s much easier to retain a customer who has had an excellent first experience with your product than win over a customer reeling from poor onboarding that missed the mark. Compare that with your NPS.

Net Promoter Score 52

Net Promoter Score Effort Score How To NPS 52

Gainsight

JANUARY 30, 2023

How can Product and Customer Success teams actually improve the product experience? Deploying In-product Communications to Guide the User Experience Guides, knowledge centers, and surveys are well-known and widely used tools to help customers learn and succeed with a product. But what does that look like in practice?

Self Service 52

Self Service e-support Survey NPS 52

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Advocacy.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

Wootric CX Blog

MARCH 31, 2021

Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. Learn how to improve customer experience for growth and higher loyalty. Just like any listening program, your CX program needs to extend to all the places your customers are leaving feedback. Step 1: Listen.

Self Service 52

Self Service Feedback Survey Effort Score 52

SmartKarrot

MAY 13, 2021

Customer success means establishing a positive relationship with clients based on their needs that fulfils their goals. Customer Success for hypergrowth is a secret recipe that has effectively worked for multiple SaaS companies worldwide. Customer success can make a lot of difference in a SaaS company’s user retention.

Customer Success 10

Customer Success Net Promoter Score Metrics Effort Score 10

Qualtrics

AUGUST 22, 2019

With engagement outside of these key moments limited to account management or customer success interactions, or potentially no real engagement at all, it’s essential B2B organizations are able to breakthrough in CX during the moments that matter. How do we deliver for customers? How do we optimize our B2B CX program?

B2B 29

B2B B2C NPS Guidelines 29

Pointillist

JULY 25, 2018

Pick a mix of financial, customer and operational metrics. Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES). Handpicked related content: How to measure customer experience beyond NPS ]. Churn Rate.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Pointillist

JULY 25, 2018

Pick a mix of financial, customer and operational metrics. Before we get into the details of how to plan for a smooth and successful data integration, it is helpful to understand the basics behind it. Seed the site with educational materials to allow employees unfamiliar with customer journey analytics to get up to speed quickly.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43