CustomerSuccessBox

FEBRUARY 28, 2022

However, what has changed more radically is the way the technology is purchased and adopted by a customer. 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.

Customer Success 52

Customer Success Customer Engagement Sales Customer Journeys 52

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

Customer Success 106

Customer Success Strategy Management CRM 106

Gainsight

AUGUST 11, 2021

An industry luminary, he is respected for his business insights that directly impact customer success. He explained that there is an expectation by their board and shareholders that productivity is core for the challenged business. He went on to explain that you are going beyond maintaining state but trying to “change state.”

Customer Success 40

Customer Success System NPS Transportation 40

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. So, without further ado… Why is NPS important?

NPS 208

NPS Net Promoter Score Industry How To 208

Retently

MAY 21, 2024

Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients. NPS is not just about a number.

Net Promoter Score 78

Net Promoter Score NPS Culture Survey 78

Amity

JUNE 7, 2016

SaaS Tattler Issue 85: Identifying the Red Flags in Customer Success. Sometimes it can be unexpected, but it’s easy to overlook some of the customer’s warning signs when you’re more focused on the big picture … until suddenly, you’re completely blindsided while the customer has already taken an exit.

Customer Success 48

Customer Success Entertainment Social Media Chatbots 48

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. 4 NPS Challenges to Consider and How to Navigate Around Them.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Totango

SEPTEMBER 11, 2020

After all, as the old adage goes, “The customer is always right.” However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. .

Customer Engagement 82

Customer Engagement Engagement Data Software 82

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Work Cross-Functionally During SaaS Customer Onboarding.

Metrics 98

Metrics Customer Success Training eBook 98

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Make a great first impression from the start.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Gainsight

APRIL 18, 2022

For years now, Gainsight has been leading the campaign regarding the value of customer success and its return on investment. . Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results.

Self Service 52

Self Service Customer Success Metrics Return on Investment 52

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Great feedback?

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Education Services Group

MARCH 19, 2021

Digital Customer Success is for everyone! In an ideal world, every customer gets one-on-one time with their Customer Success Manager, and there are enough Customer Success Managers to fulfill every request without overwhelming your CS team. Prioritize dynamic engagement with all customer segments.

Customer Success 52

Customer Success Study Engagement Customer Engagement 52

SmartKarrot

JULY 27, 2020

Director, Client Services, you are responsible for the ongoing success of the worldwide customer base. Assist in lead generation for Mid-Market growth and cross-selling Webroot Antivirus to their Carbsafe customer base. Ensure that customers realise the value of carbonite products.

Customer Success 10

Customer Success ROI Roadmap Customer Satisfaction 10

Education Services Group

MAY 23, 2022

The role of a Customer Success Manager (CSM) is consistently ranked as one of the fastest-growing jobs in the world. LinkedIn’s 2020 Emerging Jobs Report put Customer Success Specialist at number six in the U.S. More and more companies are making the move to XaaS, and Customer Success is the belle of the ball!

Customer Success 52

Customer Success Sales Guidelines Customer Satisfaction 52

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? If you are committed to truly helping your customers grow, you need to make them the best at what they do.

Strategy 64

Strategy Marketing Case Study Effort Score 64

Education Services Group

SEPTEMBER 15, 2020

You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ It’s about gaining insight into customer engagement to understand how they’re interacting with your company. the next step is, of course, for your customers to open and read that email.

Metrics 52

Metrics Customer Engagement Measurement Engagement 52

ChurnZero

OCTOBER 18, 2019

Churn Monster #14: Know-It-All Customer. . We have a new churn monster to introduce to you today – a Know-It-All customer. Does that churn monster description ring any bells for you with your current customer base? This can be very frustrating and harmful to the customer relationship. Hi churn fighters!

Training 40

Training Customers Tips Customer Success 40

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. How they reached this level of customer engagement . An Incredible Response Rate.

NPS 52

NPS Effort Score Survey Roadmap 52

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Gainsight

OCTOBER 5, 2020

The concept of product positioning sent product marketing expert, April Dunford, on a career-long quest she captured in her book, “Obviously Awesome: How to Nail Product Positioning, so Customers Get It, Buy It, Love It.” April thought it was important to ask, “What would the customer do if my thing didn’t exist?”

Strategy 59

Strategy Entertainment Financial Marketing 59

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

Totango

JULY 18, 2019

We go to exhaustive lengths to find new ways to make our businesses more profitable, but sometimes the answer is right in front of your nose: if you want to raise profitability, retain customers over a lifetime. . It’s time to recognize and leverage the link between customer retention and profitability. There’s a better way.

Customer Retention 74

Customer Retention Customer Journeys Customer relationships Customer Success 74

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Totango

JULY 18, 2019

We go to exhaustive lengths to find new ways to make our businesses more profitable, but sometimes the answer is right in front of your nose: if you want to raise profitability, retain customers over a lifetime. . It’s time to recognize and leverage the link between customer retention and profitability. There’s a better way.

Customer Retention 54

Customer Retention Customer Journeys Customer relationships Customer Success 54

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. You’ve found the right blog that will explain it to you. That’s fine.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. Discover Kayako Single View.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Metrics Sales 0

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Prime Product for Customer Conversations. But first, let’s talk about the fences.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

SmartKarrot

MAY 27, 2020

Account management often has to be customer-centric and Richardson’s Prosperous Account Strategy Program hits the nail on its head. It talks about identifying the priority customers, capturing and analyzing important information from those accounts. Richardson’s Prosperous Account Strategy Training Program .

Training 10

Training Resources Management Groups 10

Gainsight

JUNE 18, 2021

It is no different for a customer. From enterprise to smaller organizations, customers want to be visible especially when it matters. Customers are people. With all the benefits that customer-centricity includes, it’s no surprise that industry leaders are transitioning to this mindset. Why does customer visibility matter?

Customer Success 40

Customer Success Customer Centricity Customers Loyalty 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

JANUARY 18, 2021

Without any doubt, with so much flexibility it offers to the entrepreneurs and customers, SaaS is going to eat the world. They are: Scaling Customer Lifetime Value. Customer Lifetime Value Increasing customer retention/reducing customer churn Customer account expansion through upsells/cross-sells.

Customer Retention 10

Customer Retention Roadmap Tips Measurement 10

SmartKarrot

JULY 6, 2020

Everytime you sell your product to a new customer, you need to consider how much free time they have. A customer, while using your product, goes through a series of stages in their usage journey. It starts from the first time they hear about the product and ends with them becoming your loyal customers.

Tips 10

Tips Entertainment Engagement Customer Success 10

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Customer success.

Tools 71

Tools CRM Analytics Advertising 71