Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. “Customer Success isn’t just with one team in the organization.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

Gainsight

SEPTEMBER 8, 2020

In today’s complicated and competitive customer success landscape, delivering value is more important than ever. Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. So, how did IntelliShift do it?

Knowledge Base 52

Knowledge Base Customer Success Customer Journeys Survey 52

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? That’s why they got into this relationship with you in the first place – and why customer success has become a non-negotiable. If you teach a customer how to use your product to fix a problem, you’re in the game.

Strategy 64

Strategy Marketing Case Study Effort Score 64

Gainsight

APRIL 30, 2019

Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). Net Promoter Score (NPS). Customer Acquisition Cost (CAC). Customer Retention Rate (CRR) is the percent of your existing customers who remain with your company for a defined period of time, such as a month. Net Promoter Score (NPS).

Metrics 65

Metrics Net Promoter Score Management How To 65

ClientSuccess

OCTOBER 8, 2019

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. 3: Net Promoter Score (NPS).

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

SurveySensum

SEPTEMBER 5, 2023

Empower customers with self-service help for quick issue resolution. Offer personalized support and build strong relationships through available Customer Success Managers. Elevate services by incorporating direct customer support surveys to gather insights. Aligning with Customer Needs: Keeping customers happy is crucial.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

ChurnZero

DECEMBER 7, 2018

While CES is most often measured and owned by customer support teams, there are several ways how customer success teams can benefit from its feedback. more predictive of customer loyalty than CSAT and 2x more predictive than NPS. This makes Customer Effort Score a solid churn indicator. ChurnZero Resource.

Effort Score 53

Effort Score eBook Measurement NPS 53

Survicate

JANUARY 23, 2019

88% of US consumers say the more they trust a brand, the more personal information they’re willing to share. Ideas to improve your customer experience. It’s time to discuss some customer experience best practices that will enable you to improve your client experience. how your customers process information. Source: PwC.

How To 87

How To Effort Score Net Promoter Score Survey 87

Gainsight

MARCH 20, 2019

In the health analogy, customers are like patients and Customer Success Managers (CSMs) are like doctors. CSMs do tests and measure signals to diagnose any “diseases” and prescribe the right treatment to reduce risk and improve customer outcomes. Relationship is a survey-based metric that replaces NPS.

Data 45

Data Healthcare Measurement NPS 45

ChurnZero

NOVEMBER 2, 2018

Breaking Down the Ultimate Question – NPS (Net Promoter Score). Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. You can think of it as a numerical value that indicates how loyal your customers are.

NPS 95

NPS Net Promoter Score Effort Score Customer Journeys 95

SmartKarrot

JULY 1, 2020

With the convergence of data availability and business needs, these innovators are taking a notch up beyond the mundane support and service and proactively driving enterprise customer success. To ensure that your customers achieve their actual desired outcomes, it is you who has to work them towards the goal. Let’s dive in.

Customer Success 10

Customer Success Net Promoter Score Metrics Case Study 10

Qualtrics

AUGUST 20, 2021

The disruption of 2020 caused new behaviors, new purchase drivers, and new consumer expectations. Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’ Ultimately, NPS is a tool.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I guess you can say Customer Success did, in fact, Cross the Chasm. The More Things Change, the More They Stay the Same.

Social Media 45

Social Media Conference NPS Customer Success 45

Kustomer

JUNE 17, 2021

From there, it’s easy for leaders to deliver EX that boost office morale and employee satisfaction with their hand picked team of agents, further leading to higher NPS scores and customer loyalty. The employee experience is an integral part of CX because if your employees aren’t happy, your customers surely won’t be happy either.

Sales 99

Sales Employee Experience NPS Banking 99

Gainsight

OCTOBER 1, 2018

This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. Every year, we gather members from our C-Suite to answer your questions on budgeting for Customer Success. A Customer Success platform will help you to leverage these components in unison.

How To 40

How To Customer Success Tips Tools 40

SurveyGizmo

SEPTEMBER 19, 2017

I first heard of this great ideology at a conference a few years back — we aren’t in the business-to-business world or the business-to-consumer world — rather, we are in the human-to-human world. We are even hosting an hour-long webinar October 3 on this topic. Businesses do not have emotion,” says Bryan Kramer.

Transportation 66

Transportation Entertainment Hospitality Conference 66

CSM Practice

DECEMBER 4, 2020

Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Irit Eizips: Hello my customer success friends, Irit Eizips here from CSM Practice, a customer success consulting firm.

How To 69

How To NPS Customers Customer Success 69

Esteban Kolsky

MARCH 13, 2018

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. The first webinar was the basic definition and set up – what’s customer experience, how it works, why do you need to do it, etc.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

ClientSuccess

MAY 8, 2017

What are the Definitions of Key Customer Success Words? Customer success, with all of its ups and downs, is a constantly changing and evolving field. Now, a Customer Success Manager (CSM) can be the same role as a Client Advocate or even a Customer Relationship Rock Star. Onboarding. Engagement.

Customer Success 42

Customer Success Net Promoter Score Metrics NPS 42

inQuba

SEPTEMBER 6, 2022

Customer Journey Management (CJM) is a well-known capability but seems to have a reputation for consuming a lot of energy (and dollars) while delivering a distant ROI. Marketing congratulates itself for the generation of a new lead, sales for converting that lead into a sale, and customer success for ensuring adoption and consumption.

Customer Journeys 52

Customer Journeys Management ROI NPS 52

Amity

MAY 3, 2018

To ensure that you continue to drive meaningful experiences through customer interactions, you need to identify the key customer touchpoints that provide the most value for your company. A good step to transition is to add webinars and videos to your existing workflow, and creating a transition playbook for your legacy users.

Touchpoint 76

Touchpoint Tips Video NPS 76

SmartKarrot

OCTOBER 28, 2020

Role: VP Customer Success Location: San Francisco, California, US Organization: Riviera Partners As a VP of Customer Success, you will be responsible for creating and executing an operational methodology and account management process which builds on the data-driven approach; continue to iterate and improve on this process.

Customer Success 10

Customer Success Case Study Customers NPS 10

ProProfs Chat

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

Customer Service 55

Customer Service Omni-Channel Net Promoter Score Knowledge Base 55

Gainsight

JUNE 28, 2022

Well, it just so happens that relevant, easily consumable, emotionally satisfying content is the most effective way to educate a product user. The content could be anything—demos, webinars, docs, videos, gifs—but the key to success is timing and placement. R enewal rate , NPS , and CLV are all important metrics.

Metrics 52

Metrics Customer Journeys Video Social Media 52

ChurnZero

JULY 24, 2020

Customer Success as an Agent of Change: Why Trust Matters. Customer Success is often the conduit for change – whether you’re getting a customer to adopt your product, change their existing processes, test an untried strategy, or expand their account. 7 Customer Success Trust-Building Tactics.

Loyalty 59

Loyalty Customers Customer Success Meeting 59

Qualtrics

FEBRUARY 26, 2019

I’ve worked across financial services, consumer packaged goods, and media for quite a while. On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple. ” I love B2B, honestly, I love it because it’s a challenge.

Analytics 37

Analytics Customer Experience B2C B2B 37

Gainsight

JUNE 10, 2021

From major players in the field such as Delphix and ADP to Okta, Lumen, and Glint, get ready to hear about Customer Success Operations, CS at Scale, CS Strategy, Human First Customer Success, and Product Experience. Chart-Topping Customer Success Operations. Familiar Favorites: Customer Success at Scale.

Metrics 52

Metrics Customer Success Customer Journeys Measurement 52