Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

Lumoa

FEBRUARY 14, 2024

But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Amity

JUNE 15, 2017

To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails. How has that helped your Customer Success team scale?

Customer Base 73

Customer Base Customer Journeys Customer Success Groups 73

Gainsight

OCTOBER 19, 2021

Here are some steps to ensure you get everything you need to build a well-resourced Customer Success team. Customer success drives revenue growth in ways that other functional teams simply cannot. We know it contributes significantly to the retention and expansion of your current customer base.

Resources 52

Resources Customer Success ROI Metrics 52

Gainsight

MAY 29, 2024

Not only does it function as a natural onboarding experience for those new to the group, but it also works as a resource for future members because all episodes remain on YouTube. Give them the resources they’re asking for and they will run with it. The results speak for themselves. increase in engagement and support.

Groups 52

Groups Connections Engagement Resources 52

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ChurnZero

JANUARY 4, 2024

.” “2024 will be the year SaaS companies put their money where their mouth is when it comes to securing and expanding their base,” says Eric Hansen, head of CS at Maxio. One-to-many customer enablement allows customer success managers to do more by leveraging their expertise as strategic business advisors.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ClientSuccess

AUGUST 31, 2020

Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . Use your customer journey to make decisions. Check out these resources to help you get started: . Toolkit: Customer Success Leaders Toolkit.

Customer Success 105

Customer Success How To eBook Leadership 105

ChurnZero

APRIL 10, 2020

So, when it comes time to transfer knowledge and customers between teams, they’re handled with confidence and care. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. For those of us who have never created a journey map before, it might seem like an intimidating development to undertake.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

Gainsight

NOVEMBER 4, 2022

In recent months, companies have been rallying their resources to apply strategies for digital scale to their business. Gainsight dove into the topic of creating a bionic CS organization in the recent Catapult webinar series with Carolyn di Buono, Customer Success Operations Manager at Propeller Aero. . Onboarding and training.

Self Service 52

Self Service Touchpoint Customer Success Resources 52

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). . $6M

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Totango

JUNE 30, 2020

Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers. And make sure you deeply understand your customer base, what they want and what they need, at this time. .

Communication 126

Communication Strategy Metrics Customer Retention 126

ChurnZero

JULY 9, 2021

But by putting in the upfront work to clearly define your range of customer fit, you can avoid both customer heartaches and headaches – building greater trust across your market, customer base, and organization. In this article, we’ll cover: What’s an Ideal Customer Profile?

Customer Journeys 75

Customer Journeys Customer Success Sales Social Media 75

ClientSuccess

NOVEMBER 24, 2021

Your customers can be your biggest advocates, your biggest cheerleaders, and some of your best resources for growth – if they’re engaged correctly. Here are three customer engagement management initiatives that CSMs can own with customers: 1. Facilitate learning and information sharing across your customer base.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. These efforts are geared towards presenting viable solutions to the challenges of building customer success at scale. Defining the role of partners in the customer success organization.

Customer Success 45

Customer Success Customer Journeys Study Effort Score 45

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full. Not asking for a renewal on day two, but asking the customer: based on your budget cycle, when would you like to have that first renewal discussion?

Sales 52

Sales Customer Success Tourism Roadmap 52

ChurnZero

MARCH 11, 2020

Were you able to work with your peers in our customer base to share best practices to increase your proficiency and ROI with our product? What advice would you give us to help serve our customers better in the future? Upcoming Webinar: Unpacking the Power of the Executive Business Review. Customer Success Around the Web.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

ChurnZero

AUGUST 14, 2020

as well as custom fields and parent-child relationships. Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Customer Support/Service Software and Ticketing Systems. What is customer support software?

Software 87

Software Customer Success NPS Net Promoter Score 87

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Robin van Lieshout, CEO & Co-Founder, inSided.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Gainsight

JUNE 2, 2022

While the ultimate goal of any business is to continuously grow, there’s often the challenge of matching the available resources and capabilities at your organization with the total number of customers. Ensure customer health score goals for this subset are being achieved by prioritizing the human connection.

Customer Success 52

Customer Success Resources Customers Sales 52

Gainsight

JULY 6, 2021

Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base. In optimizing CSM workflows in every model, you will give every CSM the ability to provide more attention to customers while reducing busy work.

Handbook 73

Handbook Customer Success Customer Base Technology 73

Gainsight

FEBRUARY 28, 2023

Along with the renewed emphasis on customer success comes massive expectations for CS teams to produce results. Customer needs are addressed by the most appropriate resource from our dedicated digital-led team. Based on engagement from our customers and users, they would agree.

Effort Score 52

Effort Score Touchpoint Metrics Resources 52

Amity

MARCH 28, 2018

Synchronization - Automatically centralizing all relevant data points from various platforms used throughout the customer journey is necessary to gain a 360 understanding of your customer. Where there are many customers at a lower price point, 1 to 1 coaching might not be feasible. Communication.

Customer Success 95

Customer Success How To Customers Resources 95

SurveySensum

SEPTEMBER 5, 2023

11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. It’s not just about their first impression, but the entire customer journey — from the initial interaction to the lasting emotional connection. Wrapping Up!

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Totango

JULY 24, 2020

In a customer-centric world , this expansion functions as a natural progression of your relationship. You generate additional resources by proactively providing your customers with additional value. The challenge is to provide the kind of service and value your customers will want and need more of.

B2B 62

B2B Strategy Customer Success Customer Centricity 62

Totango

JULY 8, 2021

Support and operations: Does the customer have outstanding support, SLA or invoicing issues? Once you have a health score system in place, it allows you to prioritize and plan engagements as needed for your entire customer base. Create Customer Success Management Plans. Invite all users to training webinars.

System 65

System How To Customer Success NPS 65

Education Services Group

FEBRUARY 26, 2020

Create alignment between Customer Success and Marketing. Keep up-to-date journey maps and workflows on hand. Be sure to ask your Marketing team what their most valuable metrics have been with your unique customer base, but here a few of our favorites to keep an eye on. Delivery Rate. Emails delivered ÷ emails sent.

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 3. Changing Customer Priorities. 1. More Customer Success.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 3. Changing Customer Priorities. 1. More Customer Success.

Company 71

Company Strategy Tips Customer Success 71

Totango

SEPTEMBER 4, 2020

Crowding your customer engagements with unnecessary noise becomes a potential waste of time for both your customer success (CS) team and for your customer. The key ingredient in tech-touch customer success is purpose. Make Better Use of Customer and CSM Time. What Is the Tech-Touch Advantage?

Customer Success 63

Customer Success Effort Score Communication Customer relationships 63

Solvvy

AUGUST 31, 2022

Using the tips in this blog can help you tailor your strategy, the KPIs you’ll use in addition to the CSAT score, and the best way to measure CSAT for your business, your industry, and your customer base. What Is Customer Satisfaction? NPS Advantages and Disadvantages.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

ChurnZero

JANUARY 10, 2020

His expertise is helping organizations focus on the customer journey to deliver an extraordinary customer experience, underpinned by world-class customer success, on-boarding and support organizations. . Investing in our customers’ success is one of ShootProof’s top priorities.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ClientSuccess

OCTOBER 8, 2019

They give a score from zero to 10 on a range of questions, and you can use software to calculate an NPS based on their answers. The goal of NPS is to see whether you’re winning hearts and minds (and gaining promoters among your customer base). But how do you get started with the right engagement model? Ready for more?

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

CSM Practice

SEPTEMBER 19, 2017

You can scale strategic CSM teams by automating the email messages that are expected to be sent to clients based on your customer journey milestones and playbooks. For example, instead of having a Customer Success Manager manually send out the same email to every client, write it up as an email template.

Customer Success 49

Customer Success How To Self Service Effort Score 49

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Videos and webinars provide excellent tools for demonstrating product usage through screenshots. Social media posts.

Tips 106

Tips How To Customer Journeys Net Promoter Score 106

SmartKarrot

DECEMBER 16, 2022

Role: Customer Success Manager Location: Birkenhead, England, United Kingdom (Hybrid) Organization: The Access Group As a Customer Success Manager, you will provide both reactive and proactive services to the customer base. Work with a large number of internal stakeholders to resolve customer issues/escalations.

Customer Success 19

Customer Success Self Service Effort Score Customers 19