Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. In our field, the composition of Customer Education teams can vary wildly. Maybe both?

Customer Success 52

Customer Success Management Effort Score Training 52

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. Tracking and acting on these metrics can help deter churn, increase retention, maximize revenue, and of course, prevent ghosting. Become a Customer Success Ghostbuster.

Customer Success 92

Customer Success How To Metrics Effort Score 92

CustomerSuccessBox

MARCH 28, 2022

Most SaaS firms see Customer Success as a necessary evil. Customers buy your product to achieve their goals. It is the responsibility of the customer success team to ensure that a customer makes a repeat purchase. So, customer success is the ‘growth hack’ that your SaaS firm is looking for!

Customer Success 52

Customer Success Customers Effort Score Customer Retention 52

CustomerSuccessBox

MARCH 10, 2022

Customer Success, as a function, is evolving fast. You might notice as a customer success manager that you’re spreading yourself too thin trying to take care of all of your customers at some point. Scaling entails accomplishing more with fewer customer success managers.

Customer Success 52

Customer Success Software Touchpoint Effort Score 52

Totango

MAY 5, 2021

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. There is an index that scores customer satisfaction on a scale of zero to ten.

Measurement 118

Measurement Effort Score Customer Experience Data 118

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. Tracking and acting on these metrics can help deter churn, increase retention, maximize revenue, and of course, prevent ghosting. Become a Customer Success Ghostbuster.

Customer Success 72

Customer Success How To Metrics Effort Score 72

delighted

JULY 13, 2022

When your customers naturally talk about you to their family, friends, or their followers on social media, they’re not only introducing your product or service to a new audience, but they’re also endorsing it. It’s a win-win for your brand advocacy efforts. Keeping existing customers is easier than acquiring new ones.

Loyalty 86

Loyalty Measurement Customer Experience Net Promoter Score 86

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. Tracking and acting on these metrics can help deter churn, increase retention, maximize revenue, and of course, prevent ghosting. Become a Customer Success Ghostbuster.

Customer Success 62

Customer Success How To Metrics Effort Score 62

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

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. From onboarding to expansion.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

Totango

OCTOBER 20, 2020

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. There is an index that scores customer satisfaction on a scale of zero to ten.

Measurement 86

Measurement Effort Score Customer Experience Data 86

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. It’s that mentality that has driven the highest customer success scores in the market for three years running. .

Customer Journeys 52

Customer Journeys Effort Score e-support Social Media 52

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. Customer education is necessary for customer success.

Customer Success 19

Customer Success Customer Journeys e-support How To 19

Totango

MARCH 5, 2021

To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate.

Customer Retention 87

Customer Retention How To Net Promoter Score Effort Score 87

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Bob Stoneking, and Vineet Puri.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Leadership 52

GetFeedback

AUGUST 16, 2018

Customers care more about the quality of the answers they get than how quickly they get them. Of course, speed matters, but if a speedy answer doesn’t help, they’ll leave more frustrated than they were before. To measure customer happiness, turn to CSAT, CES, and NPS. Customer Satisfaction (CSAT) Score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Kayako

AUGUST 22, 2019

In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. Customer Success & Support . Google Adwords takes all three into consideration when determining an ad score. Customer Success.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

Totango

MARCH 26, 2021

However, a poor user experience at any stage can cause the customer to end their relationship with your brand, ending the customer lifecycle. Customer Journey Versus Customer Lifecycle: What’s the Difference? These are really just two metaphors for talking about the stages in your customer’s relationship with you.

Customer Journeys 66

Customer Journeys Net Promoter Score Social Media Sales 66

Gainsight

DECEMBER 19, 2022

Well, in more ways than one, Customer Success (CS) teams today are probably facing something similar with everything that seems to be going on in the elusive economic landscape. Here is where monitoring customer health closely, particularly for at-risk accounts is vital. Be Human-First (With Automation, of Course!).

Effort Score 52

Effort Score Customer Success Report Tools 52

CSM Practice

SEPTEMBER 19, 2017

When we approach addressing this question, we should ask ourselves is the CSM team mainly focused on high-touch or are you looking to also scale the efforts that are already working efficiently for our high-touch engagement model and proliferate that to the SMB client segment. Scaling Customer Success for the SMB client segment.

Customer Success 49

Customer Success How To Self Service Effort Score 49

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. More importantly, how do you use the principles of customer success to drive that process? 1) ONBOARDING. 5) ADVOCACY.

Customer Success 45

Customer Success Effort Score ROI Case Study 45

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

SurveySparrow

SEPTEMBER 20, 2021

Of course, as the host, you would want to make sure that your guests are enjoying themselves in every way. Customer Effort Score (CES). Customer Satisfaction Score (CSAT). As an experience management tool, it offers customer listening capabilities across multiple channels. Custom dashboards.

Omni-Channel 52

Omni-Channel Software Tools Management 52

Gainsight

MAY 4, 2023

So, instead of being focused on Support, a Community should be a pivotal strategy in your Customer Success journey, driving real business results and value for the customer — not simply vanity metrics like member growth or number of posts. And finally, it’s about the customer experience. Let’s dive in.

Self Service 52

Self Service How To Effort Score B2C 52

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. More importantly, how do you use the principles of customer success to drive that process? 1) Onboarding. 5) Advocacy.

Customer Success 40

Customer Success Effort Score ROI Case Study 40

Totango

OCTOBER 13, 2020

To spot potential advocates, it is critical to capture a comprehensive customer health score to identify how your customers are doing. Use surveys like NPS to help gather customer sentiment. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Strategy 62

Strategy Effort Score B2B Customer Success 62

Education Services Group

JUNE 29, 2019

Think about all the time, energy, and money you spend on attracting new visitors, pursuing new leads, and closing new sales — none of that applies to existing customers. You just have to keep them happy, and while that’s easier said than done, if you can do it successfully, your efforts will pay off. Automate What You Can.

Customer Success 40

Customer Success Connections Net Promoter Score Customer Retention 40

Totango

OCTOBER 2, 2020

Customer retention is the lifeblood of recurring revenue enterprises, regardless of the external economic circumstances. Every act of providing value is therefore an act of customer retention. Maintaining strong customer relationships is the key to the long term success of both your customers and your organization.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

Totango

DECEMBER 1, 2020

A high churn rate can reflect poorly on your enterprise and require you to invest more in customer acquisition; retention efforts are far less costly and often provide more positive results. During the onboarding process, it’s important to speak with customers about what they hope to accomplish with your product.

How To 65

How To Net Promoter Score Trends Metrics 65

InteractionMetrics

OCTOBER 16, 2023

Your CEO has come to embrace customer success! And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? As for the customer journey? Even if the customer responds, will the data be complete? Of course not.

Customer Experience 52

Customer Experience Effort Score Survey Net Promoter Score 52

Totango

APRIL 9, 2019

To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate.

Customer Retention 73

Customer Retention How To Effort Score Case Study 73

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

SmartKarrot

SEPTEMBER 23, 2022

Customers in the contemporary age are becoming increasingly conscious of the variety of experiences they need before purchasing. To raise your customer health score, you must view customer health as a logical, well-thought-out problem. A customer success health score is built using a vast array of variables.

Customer Success 10

Customer Success Effort Score Metrics Customers 10

SmartKarrot

SEPTEMBER 23, 2022

Customers in the contemporary age are becoming increasingly conscious of the variety of experiences they need before purchasing. To raise your customer health score, you must view customer health as a logical, well-thought-out problem. A customer success health score is built using a vast array of variables.

Customer Success 10

Customer Success Effort Score Metrics Customers 10

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. The following is what she has to say.

Management 52

Management How To Effort Score Customer Success 52

Wootric CX Blog

OCTOBER 1, 2020

Creating a customer journey map is the first step toward designing a superior Customer Experience (CX) that drives end-user growth. Once you’ve mapped out the customer journey, however, you may be wondering… what’s next? When (in the customer journey) should you ask for feedback?

Customer Journeys 52

Customer Journeys Net Promoter Score Survey Strategy 52

Wootric CX Blog

MARCH 1, 2020

An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts. The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Activate happy customers.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52