Ecrion

JUNE 12, 2018

Now that you have a little better understanding of the big picture, let’s look at customer communications management in a little more detail so you’ll have a greater understanding – and appreciation – of what a good CCM solution can do for you. The Documents of Customer Communications Management.

Communication 59

Communication Management Telecommunications Self Service 59

Ecrion

NOVEMBER 2, 2018

Most businesses require the aid of customer communications management , or CCM software, to handle large volumes of customer documents. By personalizing customer documents, your company receives a boost in customer satisfaction , which helps to dramatically increase your ROI. in their mailbox.

Software 49

Software Omni-Channel Communication ROI 49

Ecrion

JUNE 12, 2018

Now that you have a little better understanding of the big picture, let’s look at customer communications management in a little more detail so you’ll have a greater understanding – and appreciation – of what a good CCM solution can do for you. The Documents of Customer Communications Management.

Communication 40

Communication Management Telecommunications Self Service 40

Amity

FEBRUARY 27, 2019

If you’re like most Customer Success organizations, you’re spread too thin across your customer base—especially across your smallest and least sophisticated customers, who are the ones who need your help the most. What if you could help all your customers be successful… while you sleep?

Self Service 64

Self Service Knowledge Base ROI Customer Success 64

Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). How to keep things simple.

How To 52

How To Roadmap NPS Fashion 52

Gainsight

JANUARY 17, 2020

A: We prioritize feedback by asking ourselves, “ How does this impact the customer base? ” As an example, a “high-urgency” feature request that impacts very few users is typically not as high-priority as a “low-urgency” feature request that would apply across our entire base.

Feedback 117

Feedback Roadmap ROI Case Study 117

Gainsight

MARCH 15, 2023

You should be doubling down not just on acquiring new customers but on the customers that you have—because they’re not only a source of new revenue, they’re going to help you at the top of the funnel. KC: Your customer base is your business’s best revenue engine and growth engine. They’re not a point-in-time strategy.

Strategy 52

Strategy Self Service Trends Case Study 52

SmartKarrot

JANUARY 10, 2023

Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success e-support ROI Consulting 19

CSM Practice

OCTOBER 10, 2018

By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Education Services Group

MAY 27, 2022

Side benefit: this model can serve as a foundation to feed into a future capacity plan or ROI model…actually, that should be the point of this model. The model above is a metrics matrix for your customer base that looks at four variables: segmentation, ARR, CSM coverage status, and customer health. Document it.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Amity

MAY 18, 2016

If you’re like most Customer Success organizations, you’re spread too thin across your customer base—especially across your smallest and least sophisticated customers, who are the ones who need your help the most. What if you could help all your customers be successful… while you sleep?

Self Service 54

Self Service Knowledge Base ROI Customer Success 54

ChurnZero

NOVEMBER 5, 2021

Keep in mind that if updates are made to your CRM, those changes can affect your Customer Success software setup. Lastly, you’ll want to regularly monitor your QA segments to ensure the quality of your data doesn’t fall below an acceptable threshold as your customer base grows.

Software 52

Software Customer Success Net Promoter Score Exercises 52

delighted

MARCH 15, 2019

If you’re capturing feedback from the right people, at the right time, through the right channel, you’ll be able to make meaningful improvements to your customer experience that will differentiate you from your competitors and lead to revenue growth. Consider your customer experience lifecycle and the teams responsible for each stage.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Team Support

JUNE 3, 2020

Other signs include no software integrations (which creates duplicate work), software built for B2C (business-to-consumer) when they are B2B, and no set standards for responding to customers based on issue severity. Better yet, ask the provider you are considering to demonstrate an ROI. Ask software providers for a demo.

B2B 64

B2B Software Self Service B2C 64

Amity

AUGUST 30, 2018

With so much of a company’s long-term success riding on retaining and expanding their current customer base, having both teams is a necessity. The work of Customer Success and Account Management teams is so interconnected that it can be difficult from the outside to note where one begins and the other ends.

Customer Success 67

Customer Success Management Fashion Leadership 67

ChurnZero

NOVEMBER 5, 2021

Keep in mind that if updates are made to your CRM, those changes can affect your Customer Success software setup. Lastly, you’ll want to regularly monitor your QA segments to ensure the quality of your data doesn’t fall below an acceptable threshold as your customer base grows. Measure the ROI of your Customer Success software.

Software 52

Software Customer Success Net Promoter Score Exercises 52

Pointillist

SEPTEMBER 10, 2020

While it does focus on the importance of context, the context employed by RTIM is typically limited to current and recent transactions, rather than a customer’s overall experience with the company. It’s about ensuring that every moment of your customer’s experience is relevant and cohesive.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

Amity

FEBRUARY 9, 2016

Do you have an up-to-date list of all your customers? Do you segment your customer base? Do you know the health of all of your customers? Do you have a documented onboarding process? Do you know the renewal date of all your customers? Do you know how your customer is using your product?

Customer Success 66

Customer Success Effort Score Measurement Report 66

CSM Practice

JANUARY 13, 2021

To capture outcomes: Ask customers to state their expectations. Identify customer financial goals. Document goals and use as a baseline KPI. If possible, configure your proven solution to meet each customer’s unique goals. All-in-one customer success managers are easily overwhelmed with these growing complexities.

How To 98

How To Self Service Touchpoint Customer Centricity 98

Gainsight

DECEMBER 14, 2020

Using my finance background, I built different ROI models for our board to understand and justify customer success expenditures. This explanation was especially critical in growing and supporting all our CS team members—from the Chief Customer Officer Mark Cannon to every CSM. All of them came to us through acquisition.

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

SmartKarrot

SEPTEMBER 5, 2022

Collaborate with sales and support in developing and delivering engagement plans that fulfill the customer’s objectives. Serve as customer advocate internally and influence Canonical products, websites, documentation, processes and people to improve customer satisfaction and retention.

Customer Success 19

Customer Success Case Study Customer Satisfaction ROI 19

SmartKarrot

MARCH 7, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

Gainsight

JUNE 17, 2020

Lorna: Mapbox had grown to a certain level and was starting to attract and sell to larger and larger customers. The core user of Mapbox is often a highly technical developer , and Mapbox has phenomenal documentation. They also have to be able to talk to stakeholders to define and deliver ROI on a broader, strategic business level.

Self Service 52

Self Service Customer Success ROI Technology 52

SmartKarrot

APRIL 26, 2022

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Apollo GraphQL As a Director of Customer Success, you will lead and scale a world-class Customer Success organization.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

SmartKarrot

FEBRUARY 21, 2022

Role: Director of Customer Success Location: New York, United States (On-site) Organization: Lexer As a Director of Customer Success, you will lead the onboarding and training for new customers post-implementation. Make strategic marketing recommendations that drive outcomes for your clients and ultimately deliver ROI.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19

SurveySparrow

APRIL 27, 2021

Creating customer profiles should be one of the first moves that a brand makes when they are about to create a marketing strategy to reach out to prospective customers. . What Is A Customer Profile? 3 Go Through Your Customer Journey Map. 4 Based On Customer’s Interests.

Customer Journeys 52

Customer Journeys How To Groups Exercises 52

Amity

JANUARY 20, 2017

With so much of a company’s long-term success riding on retaining and expanding their current customer base, having both teams is a necessity. The work of Customer Success and Account Management teams is so interconnected that it can be difficult from the outside to note where one begins and the other ends.

Customer Success 48

Customer Success Management Fashion Leadership 48

SmartKarrot

SEPTEMBER 17, 2021

Ongoing management and development of overall Customer Success team/function. Be accountable for agreed revenue growth targets within the current customer base (through renewed contracts as well as additional workstreams). Own all core account metrics and goals to measure performance of Customer Success team (e.g.,

Customer Success 17

Customer Success Net Promoter Score ROI Customers 17

BirdEye

MARCH 24, 2023

Ask for a sale when the customer is ready to purchase. If the customer has hesitations, document them and create counterpoint questions. For example, if you email customers monthly snapshots of their results, include a social media sharing button or link that allows them to share those results with their followers on LinkedIn.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

SmartKarrot

MAY 10, 2021

Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond. Work with customers to quantify business value and ROI, solidifying the value of the platform to the organization. Driving the customer’s business transformation and operational excellence.

Customer Success 10

Customer Success Roadmap ROI Customers 10

SurveySparrow

JULY 17, 2019

Customer Experience Management Software #3 SurveyMonkey CX. SurveyMonkey CX comes with training through documentation, webinars, and online. Essentially, SurveyMonkey CX is an NPS solution that helps different businesses to gather, analyze, and act on the collected customer feedback. The price starts at $3000 per year.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

Gainsight

FEBRUARY 2, 2024

The way CEO and founder Dave Willson set up online customer training frees up time for Zenkeep to reserve one-on-one consulting for more meaningful occasions. Willson starts all of his new customers off with both written documentation and video training to get them up to speed on how to input their information with the software he uses.

Training 52

Training Course Consulting Software 52

Chattermill

AUGUST 6, 2019

A customer-centric culture: Puts the customer first—this means working to see the world from the customer’s perspective and acknowledging that a business is only as strong as its customer base. Focuses on the wants and needs of the customer, developing products and services based on those wants and needs.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

Chattermill

AUGUST 6, 2019

A customer-centric culture: Puts the customer first—this means working to see the world from the customer’s perspective and acknowledging that a business is only as strong as its customer base. Focuses on the wants and needs of the customer, developing products and services based on those wants and needs.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40