Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 117

Customer Journeys Touchpoint B2B Social Media 117

Experience Investigators by 360Connext

FEBRUARY 23, 2021

” of Customer Experience. Combine this with a customer experience champion program within your organization and watch culture really shift. 12 Tips to Help You Communicate About Customer Experience. Has your organization defined what customer experience means to you? Share customer journey maps and insights.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Tips 104

Tips Customer Success Management Social Media 104

CustomerSuccessBox

APRIL 6, 2022

The customer success (CS) team is critical in today’s customer-centric economy. The purpose of the team is to keep your hard-won clients and help them grow by strengthening the customer relationship. This results in higher customer satisfaction, which lowers churn and improves renewals.

Customer Success 52

Customer Success Tips Customer Journeys Customer Centricity 52

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 86

Customer Retention Customer Journeys Customer Success Strategy 86

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 117

Customer Success Guidelines Social Media Tips 117

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

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

Gainsight

MARCH 19, 2020

And that’s driven thousands of customer success professionals who were used to seeing their clients and teams every day to learn the ins and outs of “virtual” CS. To do all of this, consider finding ways to connect with your clients digitally, in a “tech touch” model, and then use that outreach to drive virtual meetings.

Customer Success 85

Customer Success Tips Video Roadmap 85

Kayako

AUGUST 10, 2018

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it. Kayako Live Chat Statistics.

Customer Success 130

Customer Success Customers Connections Engagement 130

CustomerSuccessBox

MARCH 17, 2022

You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. Customer Success playbooks are one approach to accomplish this.

Customer Success 52

Customer Success Customer Journeys Customers Touchpoint 52

Totango

OCTOBER 29, 2019

In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Tips for Building a Customer Success Team.

Customer Success 61

Customer Success Tips Feedback Customers 61

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

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. 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. 9 tips to cultivate a happy and thriving CS team. Keep your CSMs in the loop on all customer communications.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. Each session I attended held alignment with various leading Customer Success topics and strategic concepts, which closely correspond to many of our current account initiatives across ESG today. Joshua Robitaille, Customer Success Program Manager.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

CSM Practice

JULY 6, 2020

It is part of the overall customers’ journey and experience. Communication plays a stellar role in this part of keeping up with your customer’s value because the results of your efforts to create value are measured in the customers’ perception of that value. It is connected to your company’s culture and vision.

Tips 105

Tips Customer Success Customers Strategy 105

CustomerSuccessBox

OCTOBER 19, 2021

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. Research by TSIA shows that customer education can immensely enhance your retention. Bonus Tip: What is NPS, CSAT, CES?

Consulting 52

Consulting Customer Success Net Promoter Score Management 52

CSM Practice

JULY 6, 2020

It is part of the overall customers’ journey and experience. Communication plays a stellar role in this part of keeping up with your customer’s value because the results of your efforts to create value are measured in the customers’ perception of that value. It is connected to your company’s culture and vision.

Tips 80

Tips Customer Success Customers Communication 80

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. What is a LAER model?

Customer Success 52

Customer Success Customer Engagement Sales Customer Journeys 52

CSM Practice

JULY 6, 2020

Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. It will also help strengthen customer engagement and better customer journeys throughout the crisis. 3. Changing Customer Priorities. 1. More Customer Success.

Company 71

Company Strategy Tips Customer Success 71

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Leverage Tech to Connect With Customers.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

CSM Practice

JULY 6, 2020

Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. It will also help strengthen customer engagement and better customer journeys throughout the crisis. 3. Changing Customer Priorities. 1. More Customer Success.

Company 71

Company Strategy Tips Sales 71

ChurnZero

NOVEMBER 5, 2021

You purchased your Customer Success software with expectations of how it would perform and how your team would use it. For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. The 7-point audit checklist for Customer Success software 1.

Software 52

Software Customer Success Net Promoter Score Exercises 52

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them. Proactive support isn’t just about tech either.

Customer Service 52

Customer Service Chatbots How To Customer Relationship Management 52

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Software 52

Software Customer Success Net Promoter Score Exercises 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Gainsight

OCTOBER 19, 2021

The value of customer success cannot be overstated. A highly focused, strategic, and well-supported Customer Success team can affect everything from your product to Net Revenue Retention (NRR). Today, it’s imperative to prioritize the proper budget for Customer Success. Identify the Impact of Your Team.

Resources 52

Resources Customer Success ROI Metrics 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . billion people in the world connected to the internet and more than 3.499 billion active social media users. . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Lithium

APRIL 2, 2024

Khoros Academy: Early Access Program : If you are interested in joining our early access program to help give feedback and shape future content, please reach out to your Khoros Customer Success Manager by April 30, 2024. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

Roadmap 52

Roadmap Metrics CRM Resources 52

ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. Playbooks consist of a series of actions, next steps, and tactical items that can be used to help customers achieve their goals or objectives in a scalable manner. Ready to learn more?

eBook 72

eBook Resources Customer Success Training 72

SmartKarrot

OCTOBER 2, 2023

In the outcome-driven world, creating a customer success playbook that resonates is not merely a strategy; it’s an art. A well-crafted playbook serves as a north star for customer success teams that produce consistent results. Learn How to Develop customer Personas That Help Enhance Customer Success.

Customer Success 10

Customer Success Customer Journeys Metrics Training 10

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. Tips for hosting a successful account review. Toolkit: Customer Journey Toolkit.

How To 74

How To eBook Tips Resources 74

Quadient

OCTOBER 22, 2021

We’re in the business of customer success, and we’ve proven it decade over decade. . ( The worlds’ leading CCM customer success advocate . Our customer’s success is our success. And we don’t stop until that happens because we are invested in your success. .

Customer Journeys 52

Customer Journeys Effort Score e-support Social Media 52

AskNicely

AUGUST 27, 2018

Business survival and success are inextricably connected to growth. But the customer success team should be included. Here’s why: Growth is easier and less expensive if you can create customer advocacy and retention. Click here to read: Customer Feedback is Your Competitive Advantage).

Net Promoter Score 150

Net Promoter Score NPS Effort Score Competitive Advantage 150

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience. Complete 360° Customer Visibility.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

CustomerSuccessBox

JUNE 6, 2022

With Subscription-based models everywhere, the need for customer success strategy in the organization is rising too! Companies know subscription isn’t going to sustain longer without a customer success strategy in place. Now, do you see why there is a steep rise in demand for customer success managers in the firm?

Customer Success 10

Customer Success Tips Customers Customer Satisfaction 10