Retently

MAY 21, 2024

Instead, they’re an honest reflection of your client and customer relationships and the level of satisfaction customers feel from your product. Explain to them that you won’t feel offended or upset by a low score or negative feedback, as long as it’s an honest summary of their feelings about your product or service.

Net Promoter Score 146

Net Promoter Score NPS Culture Survey 146

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.

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

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

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

ChurnZero

JANUARY 10, 2022

Work Cross-Functionally During SaaS Customer Onboarding. Customer onboarding doesn’t only have to stay within Customer Success. One cross-functional relationship that absolutely cannot be ignored when it comes to SaaS customer onboarding is the relationship between Sales and Customer Success.

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? They are the lifeblood of your brand.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Totango

SEPTEMBER 11, 2020

For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, “The customer is always right.” Over time, as customers become more comfortable with the product and begin to use it, their behavior is logged and a more complete picture of their needs is formed.

Customer Engagement 82

Customer Engagement Engagement Data Software 82

ChurnZero

OCTOBER 18, 2019

Does that churn monster description ring any bells for you with your current customer base? As Customer Success Managers, I’m sure you’ve all dealt with a customer that puts up a fight every time you try to offer advice or guidance, because they disagree with your input and think they know better.

Training 40

Training Customers Tips Customer Success 40

Gainsight

OCTOBER 5, 2020

” It was then that April realized nobody knew how to answer the question or create a formal marketing positioning statement. . Customers that Care : To whom are you selling? That is your customer segmentation. “It’s not the sort of thing that you get just to set it and forget it,” April explained.

Strategy 59

Strategy Entertainment Financial Marketing 59

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

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

Totango

JULY 18, 2019

A customer’s purchases throughout their lifetime directly raise your profits. But don’t underestimate the value of positive word of mouth they spread about your brand and the prestige of having a loyal customer base. Build a lasting relationship with the customer by showing that you care about them.

Customer Retention 74

Customer Retention Customer Journeys Customer relationships Customer Success 74

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.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

ChurnZero

JANUARY 26, 2021

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 continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Help Scout

JUNE 5, 2019

The benefits of customer-centric marketing are numerous: A better understanding of what your customers really want. The ability to speak directly and impactfully to different types of customers. Customer relationships that last longer and are built on providing value. Customer success.

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

Totango

JULY 18, 2019

A customer’s purchases throughout their lifetime directly raise your profits. But don’t underestimate the value of positive word of mouth they spread about your brand and the prestige of having a loyal customer base. Build a lasting relationship with the customer by showing that you care about them.

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. Customers demand it.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

SmartKarrot

MAY 27, 2020

This program offers an approach that is more concerned about the client and how to deal with them. It talks about identifying the priority customers, capturing and analyzing important information from those accounts. Analyze the account information and develop plans that improve profitability and align with customer’s goals.

Training 10

Training Resources Management Groups 10

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

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. Customers expect brands to understand their individual journey with the brand.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

SmartKarrot

JANUARY 18, 2021

The quantitative sides of scaling include measures like increasing the size of customer base and diversifying your product offerings. While qualitative side includes optimizing the online performance as well driving more efficient marketing and sales operations to lower down customer acquisition cost. Customer Lifetime Value.

Customer Retention 10

Customer Retention Roadmap Tips Measurement 10

SmartKarrot

JULY 6, 2020

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. So, what comes in the middle, how to pass those stages, and finally, how to successfully reach the end goal?

Tips 10

Tips Entertainment Engagement Customer Success 10

SurveySensum

JULY 14, 2020

Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ProProfs Chat

AUGUST 8, 2019

You can learn a lot from someone’s failures and successes. But you need to know that good customer service stories aren’t made in a day or two. Understand this, big names of each sector have worked for years to build a loyal customer base. And, how’s it done? the best technology to reach customers before they do.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

SmartKarrot

APRIL 15, 2021

As a business owner, sales manager, or a customer success manager, you might wonder what the best way is to market the product. Organisations have traditionally focused on how to sell instead of serving the end goal. One of the best ways to make a difference in the lives of the buyer is through outcome-based selling.

Customer Success 10

Customer Success Sales B2B Customers 10

Retently

FEBRUARY 27, 2019

The average customer lifetime value of that client would be $2,400 ($100 times 24 – the number of months that person has been a customer). That number only gets higher as the client gets to pay more over time, the expansion revenue from existing customers exceeding the churn. How to Increase Customer Lifetime Value?

Social Media 133

Social Media NPS Omni-Channel Effort Score 133

ChurnZero

MARCH 27, 2020

Blog Author: Bri Adams, Customer Success Manager, ChurnZero. Walkthroughs accelerate time to value (the amount of time it takes a customer to realize value from your product), which drives feature adoption, and ultimately, customer loyalty. Customer Success is about helping your customers realize value with your product.

Tips 52

Tips Self Service Effort Score Customer Success 52

SmartKarrot

APRIL 21, 2021

Sentiment tracking is necessary to improve customer experience. The best way to do that is by listening, tracking, and learning from customers. Imagine having customer feedback which you can’t understand or explain why. This is why customer sentiment analysis is important. Deploy a chatbot to collect customer data.

Analysis 10

Analysis Effort Score Social Media NPS 10

Bold360

DECEMBER 1, 2016

. “Organizations make many mistakes when selecting a customer relationship management solution. Without a doubt the biggest mistake is…” Assuming that a CRM solution should be selected prior to building out a comprehensive customer experience strategy. Failing to include a customer advisory group. Jack Barmby.

Software 40

Software Customer Experience Company CRM 40

Bold360

NOVEMBER 21, 2016

. “While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers. Half of all requests are those ‘how-to’ requests.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40