ShepHyken

MAY 20, 2022

One of the best practices of how you can keep an eye on it is implementing the Net Promoter Score metric into your customer surveys. In this article, you’ll find all the important information related to customer loyalty and why your service team should care about NPS. What is customer loyalty?

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NPS Net Promoter Score Customer Service Effort Score 73

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

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Metrics Customer Success Net Promoter Score Company 94

SurveySensum

SEPTEMBER 6, 2023

This brings us to the biggest challenge in the brand advocacy process – to identify customers who can be potential brand ambassadors. To effectively identify and categorize your promoters, it’s essential to leverage NPS software. Thus it’s important to personalize your customer engagement.

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NPS Brands Social Media Net Promoter Score 52

ChurnZero

NOVEMBER 6, 2020

As you stand up your Net Promoter Score ® (NPS) program and responses start flowing in, it can be exciting to read the feedback and calculate your NPS score. But what does that NPS number really mean? You can read the details of that study on Delighted’s NPS Benchmarking page and compare your score! External Benchmarks.

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NPS Net Promoter Score How To Comparison 58

Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Brand ambassadors have used the Net Promoter Score (NPS) to get those answers for almost a decade. What an NPS Really Means.

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Net Promoter Score NPS Effort Score How To 62

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

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Customer Success Customer Journeys Guidelines Customers 80

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Metrics 52

Metrics Customer Success Net Promoter Score Company 52

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

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Customer Success B2C NPS e-support 0

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

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Trends Customer Journeys Customer Success Net Promoter Score 71

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

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Metrics Customer Success Engagement Effort Score 98

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

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Customer Retention Customer Journeys Customer Success Strategy 85

CustomerSuccessBox

JUNE 13, 2022

All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities.

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Customer Success Net Promoter Score Customer Centricity ROI 52

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

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Customer Success B2C NPS e-support 60

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Find customer champions.

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Tips Customer Success eBook Social Media 87

Gainsight

MARCH 31, 2020

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis like the one we’re all going through. Most common use cases to look for include: Following up on NPS or other survey responses. Quick Win: Automate frequently sent emails.

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Customer Success Tips CRM e-support 85

SmartKarrot

MAY 25, 2023

Role: Customer Success Specialist Location: Texas, United States Organization: SwipeTrack Solutions As a Customer Success Specialist, you’ll respond quickly and effectively to support and trouble tickets. Provide customers with succinct and clear answers to their questions.

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Customer Success NPS Touchpoint Training 19

Waypoint Group

JULY 18, 2018

However, as a Customer Success professional, I have learned that I have an opportunity to take the voice of the customer and be the conduit back to the product team to drive and prioritize where the focus of the product needs to be, from a customer perspective.

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NPS Feedback Effort Score Leadership 40

ChurnZero

FEBRUARY 8, 2019

In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. Say Something – Justin Timberlake featuring Chris Stapleton Nominated for Best Pop/Duo/Group Performance.

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Customer Success Net Promoter Score Effort Score NPS 45

Kayako

APRIL 27, 2017

Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Even though the Net Promoter Score (NPS) was designed to measure customer loyalty, it’s limited by capturing overall trends in customer loyalty not why that trend is happening. For NPS this is different.).

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Loyalty Measurement Net Promoter Score Effort Score 181

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

SmartKarrot

DECEMBER 7, 2022

Role: Director, Customer Success Location: Austin, TX, United States (On-site) Organization: Atmosphere As a Director of Customer Success, you will deliver and manage world-class customer onboarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.

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Customer Success Customer Retention Fashion Culture 19

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets.

Customer Success 19

Customer Success Leadership ROI Metrics 19

SmartKarrot

DECEMBER 16, 2022

Role: Customer Success Manager Location: Birkenhead, England, United Kingdom (Hybrid) Organization: The Access Group As a Customer Success Manager, you will provide both reactive and proactive services to the customer base. Own the resolution process ensuring you exceed customer expectations.

Customer Success 19

Customer Success Self Service Effort Score Customers 19

Waypoint Group

OCTOBER 7, 2015

Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers. It’s very tempting to be lured by the question, “How does our NPS compare to our competitors?” Here are several key reasons why external benchmarks have no foundation in B2B customer success. after you’ve completed a survey wave.

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Customer Success Comparison ROI Groups 40

SmartKarrot

APRIL 7, 2022

Role: Director of Customer Success. As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success. Role: Senior Director, Customer Success.

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Customer Success Self Service Roadmap Knowledge Base 19

Education Services Group

JANUARY 18, 2022

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Now, there’s much debate about how to really measure Customer Success performance. Customer Health Scores?

Metrics 52

Metrics Customer Success Effort Score Leadership 52

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. A successful subscription model depends on retention.

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Customer Engagement Engagement Company Strategy 52

Amity

NOVEMBER 16, 2016

In my previous article, I covered how to hire your first Customer Success Manager. Some of the questions you may ask yourself when onboarding a new hire into Customer Success are: What does success look like in this role? When should they start talking to customers? Marketing Got Happy Customers?

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Customer Success Measurement Customers Case Study 48

BirdEye

NOVEMBER 19, 2020

Surveys can help you collect in-depth feedback from a wide segment of your customer base. This feedback can help you gauge overall customer satisfaction and gather in-depth information about specific issues in customer experience. NPS is used by businesses across industries to gauge customer satisfaction and loyalty.

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Net Promoter Score Marketing Social Media NPS 98

GetFeedback

SEPTEMBER 18, 2019

Subsequent dialogs are customized based on whether the answer is good, not so good, or don’t ask. After filing taxes with TurboTax, customers are left on a high note by receiving a congratulatory message and assurance they are finished with the process. Just like effort, the need to delight customers will vary by department.

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Loyalty Customer Experience Touchpoint Metrics 257

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.

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Sales Customer Success ROI Strategy 40

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Customer Growth Rate.

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Customer Retention Metrics Effort Score Net Promoter Score 65

Totango

MARCH 5, 2021

You can test a retention idea on a small sample group before implementing it with your entire customer base. Fifth , by tracking and improving your CRR, you can optimize customized retention strategies for different segments of your customer base.

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Customer Retention How To Net Promoter Score Effort Score 86

Gainsight

AUGUST 2, 2021

If you have ever waited in line for a COVID test or vaccine, you understand how successful operational leadership can hinder or accelerate a positive customer experience. In Customer Success, operations leaders also play a pivotal role in driving efficiencies by combining technology and data. We want to hear from you!

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Fashion Leadership NPS Report 52

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it? Annual Customer Survey.

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How To Net Promoter Score Groups eBook 75

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.

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Metrics Net Promoter Score NPS Effort Score 49

Gainsight

OCTOBER 27, 2022

Take some time off from back-to-back Zoom meetings and join us live on the rooftop of Tobacco Dock to make meaningful connections with peers in Customer Success (CS), Product, and Community. This session and Q&A will cover a framework for customer success hiring in a highly competitive talent landscape.

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Strategy Customer Success Software Roadmap 52