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. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. Customer Success Financial Metrics.

Financial 46

Financial Metrics Customer Success eBook 46

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

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. Additionally, certain keywords could automatically generate an alert in the customer success Slack channel for further investigation.

Survey 98

Survey Return on Investment eBook System 98

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

MARCH 20, 2018

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. Advice from the Best Customer Success Leaders.

Customer Success 40

Customer Success Competitive Advantage eBook Customers 40

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

Customer Success 49

Customer Success How To e-support eBook 49

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. User engagement patterns.

Metrics 40

Metrics Customer Success eBook Culture 40

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

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

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. While the NPS score is a very valuable asset that all organizations—regardless of their size or industry—should measure and keep track of, it’s certainly not without its flaws and considerations.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Gainsight

NOVEMBER 15, 2021

Measuring success is tricky. Is measuring revenue enough to build momentum year after year? NRR is not only the result of cross-departmental efforts, but it is also a more nuanced measurement of your annual revenue. The reason companies focus on NRR is because it’s much more meaningful than other revenue-based metrics.

Metrics 52

Metrics Measurement Customer Success eBook 52

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. This way the CSM is aware of all promises, discussions, and even internal political issues before they even meet the customer.

Sales 40

Sales Customer Success ROI Strategy 40

Gainsight

MAY 3, 2022

Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. By doing so, you reveal more product value and inspire your customer base to invest more money in your product.

Handbook 52

Handbook Roadmap User Experience Metrics 52

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Facilitate learning and information sharing across your customer base.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

ClientSuccess

MARCH 7, 2017

Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire. Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire , Founder, FT Works. Francoise’s entire career has been under the umbrella of Customer Success. About Francoise and Her Team.

Customer Success 40

Customer Success How To Training eBook 40

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.

eBook 52

eBook Touchpoint NPS Brands 52

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

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

ClientSuccess

JANUARY 10, 2018

Retaining customers is a bottom-line must for successful companies—especially SaaS companies where a predictable customer base is a must. An organization’s customers are the greatest asset it can have, and the longer those customers continue to invest in products and services, the more valuable they become.

eBook 40

eBook Customer Success Resources Leadership 40

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

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

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Your customer churn rate shows how many customers have ceased services with your company and abandoned your brand.

Strategy 47

Strategy eBook Metrics Trends 47

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Your customer churn rate shows how many customers have ceased services with your company and abandoned your brand.

Strategy 40

Strategy eBook Metrics Trends 40

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

FEBRUARY 21, 2023

Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Management 10

Management Customer Success eBook Exercises 10

Wootric CX Blog

MARCH 9, 2021

Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. Customer Effort Score (CES). Customer Satisfaction Score (CSAT) . For your first customer survey, we recommend you begin with NPS. Now you need to decide how you will survey your customers.

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

SurveySparrow

SEPTEMBER 6, 2019

As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. It is the measurement of the value a customer brings to your company after the first purchase till the end. Record the customer journey at each touchpoint. 7 Create a knowledge base.

Social Media 51

Social Media Effort Score Metrics Customers 51

SmartKarrot

JULY 16, 2020

Of the many old adages in the customer success business, one says that keeping the clients that are already using your software is way better than attracting the new ones. Client retention is all about acquiring your customers, boosting revenue, and saving up the company’s money. Customer retention rate.

Metrics 10

Metrics eBook Customer Retention Strategy 10

Kustomer

JULY 30, 2020

So it’s really about identifying, what do you think you’re going to get, let’s build up some talk tracks, let’s test and measure, let’s open the call, let’s ask the questions to navigate and bridge. … And then we do follow up. … When you put it together, it’s an excellent experience at the end.

Sales 52

Sales Training Customer Service Customer Success 52