ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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

ChurnZero

JANUARY 10, 2022

Work Cross-Functionally During SaaS Customer Onboarding. Customer onboarding doesn’t only have to stay within Customer Success. When you have multiple teams involved, you have several different perspectives that can help shed light on the customer journey. Segment for Customer Onboarding.

Metrics 98

Metrics Customer Success Training eBook 98

ClientSuccess

MARCH 8, 2018

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

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. According to OpenView , the NPS score doesn’t answer the ultimate “Why” question, and the score may also only give a partial view of how customers actually feel at a certain point in time.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

Feedbackly

JUNE 1, 2023

Customers know they can enjoy superior service when they deal with your brand and won’t hesitate to come again. Also, when customers get emotionally connected to brands, they advocate and promote the products to people. Building such a loyal customer base can help your business expand. appeared first on Feedbackly.

eBook 52

eBook Touchpoint NPS Brands 52

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

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Gainsight

APRIL 5, 2022

Losing touch with the customer base is easy to do as products grow. Without consistently gauging user sentiment and behaviors, new products may fall out of step with your customers. Additionally, you can use surveys and in-app engagements to embed customer feedback loops in your product. Users are forgotten.

Company 52

Company Multi-Channel Roadmap Analytics 52

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? developing customer advocacy is a must.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ClientSuccess

SEPTEMBER 30, 2020

Make sure your CAB represents your customer base well. In addition, be sure to include executive-level customers as well as those that are very knowledgeable users or influencers. Who are the customers that use your product fearlessly, are forward-thinkers, and push innovation? Annual Customer Survey. Social Media.

How To 75

How To Net Promoter Score Groups eBook 75

ClientSuccess

JUNE 26, 2019

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.

Software 40

Software Customer Success Marketing Sales 40

TeamSupport

AUGUST 24, 2018

If the number of tickets you are receiving is consistently dwindling, it’s time to boost retention efforts because you likely have a large amount of silent dissatisfaction among your customer base. 2) First contact resolution rate – One major cause of unhappy customers is when they don’t feel like their voice matters to your company.

Customer Service 71

Customer Service Self Service Poor Customer Service eBook 71

Gainsight

MARCH 29, 2019

I don’t claim that the techniques we’re inventing and honing in the Customer Success Movement are on the same scale of significance as calculus or the laws of thermodynamics, but I do believe what we’re creating together is significant in its own way. Successfully charging for customer success.

Metrics 55

Metrics Customer Success eBook Innovation 55

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ClientSuccess

NOVEMBER 16, 2017

I love that; as our clients are successful, we’re successful. We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience!

Leadership 47

Leadership eBook Customer Success Roadmap 47

ClientSuccess

OCTOBER 3, 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.

eBook 52

eBook Customer Success Resources Culture 52

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”. It’s based on data.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

TeamSupport

AUGUST 24, 2018

If the number of tickets you are receiving is consistently dwindling, it’s time to boost retention efforts because you likely have a large amount of silent dissatisfaction among your customer base. 2) First contact resolution rate – One major cause of unhappy customers is when they don’t feel like their voice matters to your company.

Customer Service 40

Customer Service Self Service Poor Customer Service eBook 40

ChurnZero

MARCH 11, 2020

Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. What advice would you give us to help serve our customers better in the future?

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

Confirmit

OCTOBER 18, 2018

Several key strategies come into play when it comes to preventing customer churn: Ensure you provide great channels of communication for your customers to get in touch with you when things go wrong, in the channel they deem appropriate. The Road to Success: Using CX to Conquer the Hearts & Minds of Customers.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

ClientSuccess

NOVEMBER 7, 2019

Dive into three strategies customer churn prediction strategies that your CSM team can implement to keep your customer base strong for years to come. Focus On Your Most Loyal Customers. One of the best ways to predict customer churn is to focus on your most loyal customers. Strategy #1.

Strategy 47

Strategy eBook Metrics Trends 47

ClientSuccess

NOVEMBER 7, 2019

Dive into three strategies customer churn prediction strategies that your CSM team can implement to keep your customer base strong for years to come. Focus On Your Most Loyal Customers. One of the best ways to predict customer churn is to focus on your most loyal customers. Strategy #1.

Strategy 40

Strategy eBook Metrics Trends 40

InMoment XI

JANUARY 2, 2023

Measuring customer experience (CX) requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Customers who are promoters score 9 or 10.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Waypoint Group

MARCH 31, 2015

Focusing on Holistic Customer Success. San Francisco welcomed another stellar group of Customer Success pros last week, thanks to Totango’s CS Summit. But Customer Success is far more than product adoption. Just because customers are using your product doesn’t mean they are successful with it.

B2B 40

B2B eBook Tips Groups 40

Qualtrics

APRIL 29, 2020

Capturing and conveying meaningful emotion through a website or app often presents brands with a challenge, but those who find the right balance are much more likely to create and maintain a meaningful relationship with their customer base. This information enabled them to adapt to their customer’s needs very quickly.

How To 36

How To Effort Score Self Service Retail 36

SurveySparrow

SEPTEMBER 6, 2019

An increased customer satisfaction level is directly related to how well your business will be successful. There are so many strategies that you can implement to keep your customers satisfied. 7 Create a knowledge base. 8 Feedback. You can build a positive, cash-flow and successful business by using this metric.

Social Media 51

Social Media Effort Score Metrics Customers 51

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. Customer experience programs are far more than surveys. Surveys will always play a part in customer experience. Surveys allow researchers to benchmark performance, capture post-purchase feedback, and develop a data cache with periodic surveys.

Survey 98

Survey Return on Investment eBook System 98

ChurnZero

AUGUST 28, 2020

Exactly how do you get customers to embrace your product instead of merely moving (erm, politely pushing) them through the motions and hoping for adoption? That’s what we set out to ask the Customer Success experts. So, learn from the failures (and successes) of others whenever you can; then, go make your own.

Customer Journeys 59

Customer Journeys eBook Customer Success Metrics 59

Wootric CX Blog

MARCH 9, 2021

CX programs center on Voice of the Customer (VoC) data — your customers’ feedback about their experiences and expectations for your products or services. . The key to a successful program lies in how you gather that feedback, how you process it and learn from it, and then act on it. . CX program fundamentals.

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

ClientSuccess

MAY 30, 2018

At ClientSuccess , we value candid conversations with Customer Success leaders that have unique experiences and varying viewpoints on the world of Customer Success. This week, we’ll showcase one such conversation with expert Mark Pecoraro , advisor to many B2B SaaS companies all of which have cultures of Customer Success.

Customer Success 40

Customer Success B2B Leadership Culture 40

ChurnZero

SEPTEMBER 16, 2021

Stage in the customer lifecycle journey — how recently did they sign up for a subscription? Level of engagement with your customer success management (CSM) or other customer support interactions. Customer Effort Score (CES) — how much effort is your customer putting into solving an issue they might be having?

Customer Retention 52

Customer Retention Strategy Net Promoter Score Effort Score 52

Gainsight

JANUARY 30, 2023

Gone are the days when growth at any cost was the most reliable road to success. Simply enlarging your customer base year over year is no longer a viable business model. Now, companies that want to survive—and thrive—are focused on maximizing revenue from their existing customer base.

Self Service 52

Self Service e-support Survey NPS 52

SmartKarrot

AUGUST 4, 2020

It’s a shift customer success teams are uniquely poised to capitalize on, but only if they develop the means to monitor and manage long-term client experiences. And while building a successful CS team can be overwhelming it just might be the single most important part of your business, which is driven by a customer success leader.

Customer Success 10

Customer Success Customer Journeys Effort Score Case Study 10

Gainsight

NOVEMBER 15, 2021

Operationalize Your Customer Success Efforts. No single action will impact your NRR more than operationalizing your Customer Success team. Someone needs to be in charge of the big picture, strategic decisions that make it easier for your CSMs to do the work of fostering adoption and expansion in your customers. .

Metrics 52

Metrics Measurement Customer Success eBook 52