Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. NPS gives you a general sense of how customers feel about you.

NPS 88

NPS Customer Success Customer Journeys Net Promoter Score 88

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. NPS gives you a general sense of how customers feel about you.

NPS 87

NPS Customer Success Customer Journeys Net Promoter Score 87

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

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

Retently

MAY 21, 2024

Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients. Why does NPS matter to businesses? Sampling NPS bias What is it?

Net Promoter Score 145

Net Promoter Score NPS Culture Survey 145

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Customer Bliss

JUNE 21, 2016

Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company. This creates a new set of challenges for the CCO role — in publicly-held and traded companies, many executive decision-making concepts are beholden to share price and investor relationships. Digging Into The Data.

Company 129

Company Chief Customer Officer Leadership Survey 129

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. NPS gives you a general sense of how customers feel about you.

NPS 62

NPS Customer Success Customer Journeys Net Promoter Score 62

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

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. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Customer Engagement Measurement Engagement 52

Gainsight

APRIL 2, 2021

I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds. She was a field Customer Success manager with over ten years in CS. When Kari began there, the function of Ops was called “Customer Success Scaled Operations.”

Customer Success 52

Customer Success Effort Score Sales System 52

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

Customer Success 106

Customer Success Strategy Management CRM 106

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight Elements: The Science of Customer Success. How to Calculate 6 Key Customer Success Metrics.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

ChurnZero

DECEMBER 4, 2020

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Get leadership to see Customer Success as a strategic partner by spreading its word. Customer Success is a relationship-driven function,” says Anna. “We

Customer Success 59

Customer Success Leadership Communication Data 59

ChurnZero

JANUARY 10, 2022

Work Cross-Functionally During SaaS Customer Onboarding. Customer onboarding doesn’t only have to stay within Customer Success. In fact, it can be a much smoother and consistent process if more of the company gets involved. Define Key Onboarding Events, Correlate Them to Customers’ Success.

Metrics 98

Metrics Customer Success Training eBook 98

Gainsight

AUGUST 26, 2022

This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. And for the next two days, we saw that not only do other SaaS executives agree, but they also have implemented processes to make the collaboration successful. .

Self Service 52

Self Service Customer Journeys Roadmap Customer Success 52

Gainsight

AUGUST 17, 2022

He said customers now think, “I’m not just going to buy every product out there. Instead, Mehta said, “Companies are looking for efficient growth.” . For SaaS companies, that means everyone will feel a little more pressure. Net Revenue Retention is the all-important metric. “ Mehta explained. .

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Gainsight

OCTOBER 15, 2020

It is rare for a company to create a new category and build a complimenting and innovative software. Gainsight is part of those unique breeds of businesses that have accomplished this by helping create the category of customer success, and the solution—Gainsight CS. One such company is Terminus.

Customer Success 40

Customer Success Marketing Software Customer Centricity 40

Gainsight

APRIL 18, 2022

For years now, Gainsight has been leading the campaign regarding the value of customer success and its return on investment. . Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results.

Self Service 52

Self Service Customer Success Metrics Return on Investment 52

CSM Practice

APRIL 16, 2019

In this blog, I’m going to share best practices and proven tactics to help your company increase new business deals, accelerate your sales cycle and increase net retention rate using best of breed advocacy playbooks for Customer Success teams. In the customer success word we use the term “advocate” to define a customer who t?lk?

Customer Success 55

Customer Success e-support Customers Management 55

Gainsight

NOVEMBER 2, 2022

KPIs, or key performance indicators, measure how effectively a company is achieving key business goals. Right now all companies—whether they’ve been around for 100 years or are just emerging—are focusing on KPIs that reflect modern technologies. a tech company that offers a customer success software platform. “We

Retail 52

Retail Metrics Software Customer Success 52

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

Gainsight

MAY 3, 2022

Congratulations, you just embarked on your next endeavor as a newly minted Customer Success Manager (CSM) at a B2B SaaS company… Now what? The company will provide onboarding sessions to teach about the team operations, and how to perform your duties, but what do the company and Chief Revenue Officer (CRO) really care about?

Measurement 94

Measurement Metrics B2B Customer Success 94

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM). Ashvin: Hello, Garin! It’s just like the 1960s.”

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

ClientSuccess

MARCH 7, 2017

Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire. Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire , Founder, FT Works. Francoise’s entire career has been under the umbrella of Customer Success. About Francoise and Her Team.

Customer Success 40

Customer Success How To Training eBook 40

Gainsight

SEPTEMBER 21, 2020

As company expectations rise, many expect to see a shorter time to value as finance departments scrutinize budgets to weather the recent unpredictability. Companies have already begun transforming their implementation processes to achieve this goal, but the current pandemic has created new urgency levels.

Self Service 75

Self Service CRM Metrics Case Study 75

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. According to OpenView , the NPS score doesn’t answer the ultimate “Why” question, and the score may also only give a partial view of how customers actually feel at a certain point in time.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

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

ClientSuccess

OCTOBER 17, 2018

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. I love that; as our clients are successful, we’re successful.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

ChurnZero

AUGUST 25, 2021

Although there are sometimes variations, they always boil down to the same question: “On a scale of 0 to 10, how likely are you to recommend [Company] to a friend or colleague?” The Net Promoter Score meaning is really how loyal your customers are to your company and your product. Customer Success & Support.

NPS 98

NPS Net Promoter Score Customer Journeys Customer Satisfaction 98

Gainsight

JUNE 27, 2022

As companies consider the chaos in the market and plan their strategies for the second half of the year, Product-led growth (PLG) is (or should be!) In fact, we learned from the Product-Led Growth Index 2022 that almost half of SaaS companies plan to double their investment in PLG strategies. . top of mind for many SaaS executives.

Metrics 52

Metrics Software Connections Strategy 52

Gainsight

APRIL 2, 2021

Much like Customer Success five years ago, we’re still figuring out how to define excellence. I spoke with Melissa Allen, Senior Manager of Customer Success Operations at Okta, to learn what brought her to this career and what makes her successful. . So, that’s why I went to Okta,” Melissa explained. “I

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? They are the lifeblood of your brand.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

CX University

NOVEMBER 21, 2020

Customer experience means a plethora of different things to different people. Customer experience is not the same as customer satisfaction or customer service and whilst there are some good guys doing some great work in the field of customer success, customer experience is quite different.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

ChurnZero

AUGUST 25, 2021

Although there are sometimes variations, they always boil down to the same question: “On a scale of 0 to 10, how likely are you to recommend [Company] to a friend or colleague?” The Net Promoter Score meaning is really how loyal your customers are to your company and your product. Customer Success & Support.

NPS 52

NPS Net Promoter Score Customer Journeys Customer Satisfaction 52