Centercode

FEBRUARY 18, 2021

At last count, seven out of ten companies have adopted some form of agile development. About 20% of companies release product updates every 1-2 weeks, while 35% release updates once a month, and another 27% release every few months. Most companies have adopted Agile to both incorporate more customer insights and speed up development.

eBook 59

eBook Wireless Fashion Social Media 59

Alliance by IFS

OCTOBER 27, 2019

To increase the chances of a successful transformation, service companies can partner with a service provider that can help guide them through FSM software implementation best practices. Absence of internal leadership to champion the process. The Challenges to FSM Implementation. Poor understanding of how to prepare data for migration.

Software 80

Software eBook ROI Leadership 80

ClientSuccess

FEBRUARY 8, 2023

If your company is B2B, this could be interpreted as average revenue per logo. ARR : annual recurring revenue (ARR) is a company-wide metric that measures the value of a customer’s contract (aka what they are paying) on an ongoing yearly basis.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Qualtrics

OCTOBER 30, 2020

Here’s how to speak the language of your leadership team to get buy-in for your DEI program. Successfully building a diverse, equitable, and inclusive workforce gives your company a competitive advantage and enables you to better attract and retain the best talent. According to McKinsey and Company , the answer is a resounding yes.

Strategy 39

Strategy Competitive Advantage How To Tips 39

ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Companies are realizing that true growth comes after the customer commits to a partnership. Rather, the CS team is equally important to the success of a company.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

SEPTEMBER 27, 2018

Building a Company Culture of Customer Success. Establishing Strong, Company-Wide Relationships Early on in a Vendor Partnership. Pull in other representatives from your customer organizations, from executives to department heads to other project managers, to establish company-wide relationships.

Trends 74

Trends Customer Success Effort Score ROI 74

Education Services Group

MAY 17, 2021

Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. One critical relationship that tends to get pushed to the bottom of the priority list is CS leadership’s relationship with their own team. Be their cheerleader.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

ClientSuccess

MARCH 20, 2019

The metrics I will cover are applicable to customer success departments and also to your entire company. We believe that customer success is not just a department, but a company mindset and culture. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

ClientSuccess

MARCH 27, 2018

Utilization – Utilization of the solution to deliver behavior change, business outcomes, and ROI. Below is an example of what we want prospective clients and current clients to say after they experience our company at every stage of the customer journey or funnel stages. The Experience Way (Jeppsen’s Approach). Pre Sales.

Customer Journeys 40

Customer Journeys Customer Experience How To ROI 40

ClientSuccess

APRIL 20, 2017

His career has been mostly about growing and driving adoption and measuring ROI of his customers. Paul was the very first CSM hired at Marketo , a B2B SaaS company now well-known across the globe and managed a team at Lyris (now owned by Aurea ), and the team grew to 25 before he left. What is the ROI on this department?”.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

ClientSuccess

JULY 23, 2019

Company : SmashFly Technologies. I’m the first CSM for my company and have been asked to implement a “customer success” program. If I were asked to implement a CS program today, the first thing I’d do is define what success looks like (both internally for our company and externally for our customers). Question 1. Question 2.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

ClientSuccess

JULY 5, 2017

Check in calls should be clearly outlined to discuss predefined goals, business outcomes, and ROI. Work with other CSMs and customer success leadership to manage large-scale accounts with automation and technology. Pitfall #5: Renewal (No Tangible Business Impact and ROI). eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

JANUARY 8, 2019

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Three Keys to Understand Customer Health.

Net Promoter Score 58

Net Promoter Score Metrics NPS eBook 58

ClientSuccess

MAY 14, 2019

Company : ClientSuccess. When I do this, I focus primarily on return on investment (ROI) whether it be success criteria or desired outcomes. eBooks : Ultimate Guide to SaaS Customer Success Metrics. Each day we learn from the trenches what it takes to make clients happy and successful. Let’s get started with this week’s post!

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

Qualtrics

SEPTEMBER 23, 2019

Download eBook. Some ways to think about showing the value: Use a simple ROI calculation. Problem 2: Our leadership is focused too much on the metrics and not enough on the ‘why’ behind them. ANSWER: Leverage storytelling to help leadership understand a more comprehensive story — one that goes beyond the metrics.

Net Promoter Score 20

Net Promoter Score Effort Score Leadership eBook 20

ClientSuccess

MARCH 20, 2017

For instance, if your company has 100 customers and only 10 provide their true sentiment, then you are only accounting for 10% of customers. And an executive may be out of tune of the daily operations of the product, but may have had a positive experience at C-level conference hosted by your company. Log-in screen survey link.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Second to None

MAY 8, 2018

No other marketing tactic comes close to matching this ROI. For the sixth and seventh email, send messages focusing on how your company solves this problem. Although every campaign is different, email marketing campaigns deliver an average return on investment of 4400% for every dollar spent. Creating the Stage Two Customer Journey.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

ClientSuccess

MARCH 15, 2017

All of these are challenges that CSMs have to manage both internally and externally in order to ensure their customers—and company—are set up for long-term success. While the company may use the product so long as it’s integrated into the process and is mandated by the executive team, what happens when the executive leaves?

Customer Success 40

Customer Success ROI Training eBook 40

GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. Scary, right?!

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

ClientSuccess

AUGUST 27, 2019

Company : Preqin Solutions / Dynamo Software. This experience taught me the importance of doing your external research, including things like going to the company’s website, understanding what the company does, reading the company’s annual report, looking for any news related to them, etc. Question 1.

Software 40

Software Customer Success Culture Customers 40

ClientSuccess

MARCH 21, 2018

Company : NarrativeDx. Working with clients to not only drive ROI, but help set up the goals and resources needed to be successful. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Let’s get started with this week’s post! Question 1.

Customer Experience 40

Customer Experience eBook Hospitality Customer Success 40

ClientSuccess

APRIL 25, 2018

Depending on the size and structure of your company, the actual handoff of this information could be more formal or informal. What 6-12 months ROI looks like. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Relationship risks or limitations.

Sales 42

Sales eBook Customer Success Metrics 42

ClientSuccess

APRIL 19, 2019

For some SaaS companies, onboarding of their software doesn’t require anyone (low touch) and for other SaaS companies it requires an individual to drive implementation (high touch). Some organizations may even use one engagement model for enterprise companies and a different, lower touch model for mid-market or small businesses.

Customer Success 44

Customer Success Engagement Resources Software 44

ClientSuccess

OCTOBER 10, 2017

Customers in the Evaluation Stage work mostly with marketing and sales to figure out if a company really is the best fit for what they are looking for. This is where ROI and monetary impact need to be clearly communicated from both sides (the client and the CSM). Evaluation Stage. Growth Stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

ClientSuccess

MARCH 17, 2017

Many companies have hundreds if not thousands of customers that are engaging with their product, team members, and services each and every day. When one of those things doesn’t happen, then it’s problematic for the customer and causes them either a loss in time, in revenue, or in confidence with the product or company.

Customer Success 40

Customer Success Customer Experience eBook ROI 40

Grade.us

DECEMBER 27, 2018

Video Thought Leadership for Beginners! Tyler Lessard - The CMO at Vidyard, which serves both as a video hosting company and as a platform for businesses to use videos to close deals. The Complete Guide to Video Marketing - An on-site ebook which offers 7 chapters on building a video marketing strategy.

Video 20

Video Resources Tools Marketing 20

ClientSuccess

JULY 9, 2019

Company : Degreed. And my leaders trusted me because I had consistently demonstrated that passion and commitment to make company-wide impact with this new product. Am I passionate about the mission that our company represents? ”. “ I’m the first CSM for my company and have been asked to implement a “customer success” program.

Customer Success 40

Customer Success NPS Consulting Metrics 40

ClientSuccess

NOVEMBER 22, 2022

As marketers, you’re always looking for new and innovative ways to drive value and ROI for your brand. With these strategies, you can focus on your customers to create a marketing message that truly resonates and drives ROI for your brand. Create a Customer Advisory Board for Your Company.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

ClientSuccess

JANUARY 30, 2023

Check out our resources below for more customer success best practices and insights for how your organization can build strong customer relationships: eBooks: 5 Ways to Surprise & Delight Your Customers 3 Steps to Putting Customers First Blog Posts: 4 Personalities of Great CSMs 6 Listening Techniques of Great Customer Success Leaders 3 Simple (..)

Customer Success 70

Customer Success eBook Customer relationships ROI 70

ClientSuccess

JULY 17, 2019

Why did you decide to partner with our company in the first place? . Customer ROI. #3: If your company has loyal customers who are willing to work with you on a new idea, then you can develop a new beta solution with their issues in mind. Here are a few resources to help: eBook: Ultimate Guide to SaaS Customer Success Metrics.

Company 40

Company eBook Metrics Course 40

BirdEye

APRIL 6, 2023

Freelance writers generate a wide range of content, from blog posts to ebooks and even ghostwriting speeches. Amazon is one of the largest companies that work with affiliates through their Amazon Associates program. To start a courier company, you need to choose suitable vehicles, buy the ideal equipment, and insure your business.

Insurance 98

Insurance Social Media Transportation Consulting 98

ClientSuccess

JANUARY 4, 2019

The best relationships come with positive results or ROI, which moves us to our last metric of the six—Customer ROI. Customer ROI. Relationships in business are great, but relationships without ROI or results are destined to fail or not renew. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

TeamSupport

JULY 6, 2018

With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic. This metric is also very valuable for staffing and recruiting as some companies do have seasonal volume fluctuations.

B2B 49

B2B Abandon Rate eBook Leadership 49

ClientSuccess

APRIL 4, 2017

Watch the video of his presentation below: As a speaker at the CS100 Summit , Mitch discussed how customer success is the key to hyper growth in SaaS companies, from idea to IPO stage. Instructure is a global company with offices and clients across the world, and they got there with a clear customer success strategy and growth plan in mind.

Customer Success 40

Customer Success Metrics Culture NPS 40

TeamSupport

JULY 6, 2018

With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic. This metric is also very valuable for staffing and recruiting as some companies do have seasonal volume fluctuations.

B2B 40

B2B Abandon Rate eBook Leadership 40

Optimove

SEPTEMBER 3, 2020

Thus, presenting how such technologies will help the organization, and be ROI positive enough to make it all worth everybody’s while, is a critical skill for a marketer to posses in their toolkit. You can read on to learn about one such way or find all three in the full ebook here. Defining a Use Case.

Marketing 40

Marketing Touchpoint Multi-Channel eBook 40

Magellan Solutions

FEBRUARY 24, 2022

But getting new leads can also be your biggest problem: More than six in 10 B2B marketers say their company has a hard time finding new people who might want to buy from them. ” A BPO company takes care of all marketing, inbound, and outbound calls. Companies outsource isn’t just one reason, but rather a lot.

Social Media 40

Social Media B2B B2C Sales 40