Totango

SEPTEMBER 11, 2020

After all, as the old adage goes, “The customer is always right.” However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. .

Customer Engagement 81

Customer Engagement Engagement Data Software 81

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

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.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. Reward Customer Loyalty. Offering loyalty rewards is another strategy for personally engaging customers.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

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. said customer relationship management (CRM); 65.9%

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 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

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction? .

Customer Success 95

Customer Success Conference B2B Sales 95

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

Totango

NOVEMBER 25, 2020

Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. The post What is Customer 360 and How Does it Affect Customer Success?

Customer Success 108

Customer Success Net Promoter Score Effort Score CRM 108

Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. Customer Success Metrics: Customer Health Score.

Metrics 132

Metrics Net Promoter Score Customer Success NPS 132

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. Every customer is different. What Is customer segmentation ?

Customer Success 52

Customer Success Groups eBook Customers 52

CustomerSuccessBox

JUNE 24, 2022

SaaS investors prefer to invest in companies where most of their cash flow and total revenue come from recurring revenue. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. Why you should invest in Customer Success? Easy retention via customer success.

Customer Success 52

Customer Success Metrics Customer Retention Strategy 52

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

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

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. But are you unsure where to begin?

Customer Success 52

Customer Success Customers Leadership Sales 52

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.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. Customer Success Skills.

Customer Success 72

Customer Success Customers Sales Management 72

Totango

JANUARY 10, 2019

At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in the long-run. And what new capabilities are available?

Customer Engagement 63

Customer Engagement Engagement Customer relationships CRM 63

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Customer Success 71

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Sales 71

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

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

Education Services Group

SEPTEMBER 15, 2020

You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ It’s about gaining insight into customer engagement to understand how they’re interacting with your company. That would be a valid question. Well, it’s true.

Metrics 52

Metrics Customer Engagement Measurement Engagement 52

Totango

JUNE 2, 2020

Having a good customer success crisis plan can help you maintain good relationships with customers. So what does a good customer success crisis plan entail? Managing Customer Success in a Crisis. Maintaining a Clear View of Your Customer Base.

Customer Success 62

Customer Success Customers Communication System 62

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

Totango

FEBRUARY 22, 2021

At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!). Changing the Customer Success Game. In particular, the pandemic forced companies to redefine and refocus on the customer experience.

Customer Success 62

Customer Success Hospitality Sports Leadership 62

Totango

APRIL 24, 2020

This week Totango hosted our virtual Customer Success Summit: CXO Connect for executives and leaders of Customer Success. Any and all engagement playbooks need to be re-tuned. Those who can go back to square one and have a clear view of their customer base, can pivot and execute quickly to win. .

System 62

System Customer Success Customer Journeys Communication 62

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Lumoa

MARCH 9, 2023

By understanding their customers’ needs and concerns, Lush is able to connect with them on a deeper level and create a loyal customer base that values the company’s commitment to ethical and sustainable practices. Let’s take a look at Buffer , a social media management company as an example.

Customer Experience 423

Customer Experience Social Media Customers Video 423

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Totango

SEPTEMBER 25, 2020

This especially extends to the world of customer success and retention. With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. .

Customer Success 57

Customer Success NPS Hospitality Resources 57

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

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

ChurnZero

JUNE 2, 2021

How does your company stack up to its peers in this regard? This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. Lessons learned over the last year from the Customer Success community. We have done lots of deals with companies that have a base license rate.

B2B 98

B2B Company B2C Survey 98

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. There are several factors that can influence NPS.

NPS 208

NPS Net Promoter Score Industry How To 208