Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Gainsight

OCTOBER 17, 2022

At Gainsight, we believe that truly durable growth is built on strong customer relationships. Taking care of your customer base not only maintains revenue streams during lean times, it can actually drive expansion. That’s why customer success and product experience become core competencies during a downturn. .

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

ClientSuccess

NOVEMBER 24, 2021

Communities can: Provide a way to showcase the great work your customers are doing. Facilitate learning and information sharing across your customer base. Communities can be incredibly powerful and, when leveraged correctly, can help transform your entire customer engagement strategy. Toolkit: Customer Journey Toolkit.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

Kustomer

JUNE 7, 2023

Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized. Building a loyal customer base doesn’t just happen overnight. As customer trends shift over time, so will the contents of a CX playbook.

Financial 98

Financial CRM Banking Effort Score 98

ChurnZero

JANUARY 10, 2022

That crucial handoff can make or break your onboarding: Sales sold the customer the dream, and now Customer Success needs to facilitate the realization of that dream. CS teams should get as much as they can from the Sales team in order to be best prepared for this customer relationship.

Metrics 98

Metrics Customer Success Training eBook 98

Qualtrics

JULY 22, 2021

Learn why customer relationship measurement (CRM) isn’t enough - and why customer relationship health management is the new way to create impactful experiences. Customer relationships form the heart of any business, but how these relationships are managed is still a point of contention for many brands.

Measurement 26

Measurement Management Net Promoter Score Effort Score 26

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

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

ClientSuccess

OCTOBER 2, 2019

A CSM has a wide range of responsibilities, but is entirely focused not only on renewing, upselling or cross-selling as an Account Manager, but on each customer’s ultimate success using a product or service. As a general guideline of the duties of a Customer Service Manager, JobHero’s definition is helpful: . “A

Customer Success 47

Customer Success Management Metrics Guidelines 47

ChurnZero

MARCH 11, 2020

It’s why I take such a hard line when defining controllable vs uncontrollable customer churn. Conducting the churned customer interview. Now that we know what insights to seek, here’s how to go about gathering information. How did you budget for your spend with us? dence to own their role in the customer relationship.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

ClientSuccess

JULY 5, 2017

One of the most critical stages of the customer lifecycle is the sales handoff. The transition between the sales cycle and the ‘becoming a customer’ portion of the relationship sets the tone for how the rest of the customer relationship will play out. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

OCTOBER 17, 2018

3) From : Jorie Basque , Customer Relationship Manager | Company : InGenius Software | Location : Ottawa, Canada. True customer advocacy – giving everything I have to building customer success as a culture. This is particularly true when dealing with a segmented customer base.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

GetFeedback

DECEMBER 21, 2018

Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering. 50% of customers naturally churn every 5 years. However, only 1 out of 26 unhappy customers complain; the rest simply churn. How to combat customer churn & boost customer retention.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

SurveySparrow

SEPTEMBER 6, 2019

How much do you spend to acquire your customers? What do customers with the highest Customer Lifetime Value want? How to increase Customer Lifetime Value and when to put customers on a retention plan? When you know your customer’s lifetime value, you can get started on improving the number.

Social Media 51

Social Media Effort Score Metrics Customers 51

ClientSuccess

JANUARY 30, 2023

Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization.

Customer Success 70

Customer Success eBook Customer relationships ROI 70

ProProfs Chat

JUNE 25, 2021

Through this blog, let’s develop a complete understanding of how to create popup surveys, advantages of popup surveys, popup survey examples, and more. It could be an ebook or a free gift voucher. Over a period of time, you can see that many of these leads get converted to your customers. How to Analyze Popup Survey Data?

Survey 52

Survey How To Chatbots Feedback 52

Playvox

MAY 4, 2023

If you can do it all in a single platform, you’ll really knock the customer service experience out of the park. But I digress, let’s talk about the real stars of our show — the customers. So what, exactly, would it take to meet (or even better exceed ) customer expectations these days?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Gainsight

DECEMBER 15, 2021

Many companies use in-product onboarding in combination with in-person training to ensure that their product is sticky for new customers. . The specific playbooks you design will be determined by your customer base and their unique goals. Customers expect that your product will make them wildly successful.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

BirdEye

APRIL 6, 2023

Finding opportunities as a freelance writer is relatively easy, thanks to gig-based sites such as Fiverr and Upwork. Freelance writers generate a wide range of content, from blog posts to ebooks and even ghostwriting speeches. Outside of purchasing the right equipment, building a customer base is another challenge.

Insurance 98

Insurance Social Media Transportation Consulting 98

ChurnZero

JANUARY 8, 2021

So, here’s our watchlist of Customer Success leaders to follow in 2021 – a year that’s bound to be marked by its own unique struggles and successes, as well as the cementing of Customer Success in the C-suite. . Staci Satterwhite, Chief Customer Officer, Khoros.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Qualtrics

DECEMBER 20, 2018

Ask your customers to rank your brand and any other brands they use in the same category and then ask follow-up questions to get more information. Customer decisions – even ones that don’t go your way provide an excellent opportunity to learn how to improve and increase your chances to capture future customers.

Customer Experience 30

Customer Experience Effort Score Rewards Programs NPS 30

ProProfs Chat

SEPTEMBER 28, 2021

When a customer is confused by the answers, step in and offer suggestions. . While online customer communities are great for collecting customer feedback, they also act as critical tools to create strong customer relationships that can stand the test of time. Interview Customers Frequently. It’s simple.

Feedback 52

Feedback Social Media Net Promoter Score Survey 52

Magellan Solutions

FEBRUARY 24, 2022

So it’s up to you to figure out how to measure them. How Much Do Companies Pay For Leads? It’s best to choose companies that know how to balance quantity and quality. If you look at how much and how well the technology is used, you can get a good idea of what the company values. Build Buyer Personas.

Social Media 40

Social Media B2B B2C Sales 40

ChurnZero

MARCH 27, 2020

As a self-service guide, walkthroughs lighten the dependency on Customer Success and Product teams to demonstrate functionality while still providing a personalized user experience at scale. An administrator likely needs additional instruction on how to configure permissions, reports, and integrations as well as access user data and logs.

Tips 52

Tips Self Service Effort Score Customer Success 52

Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success (CS), we want you to have all the information and insights you need to stay current and take your CS practice to new heights.

Resources 52

Resources Customer Success eBook Healthcare 52