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. 3 Steps to Creating a Renewal Process and Retention in Your Customer Base.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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

Comm100

JANUARY 9, 2018

The best way to gauge satisfaction would be to use rating-based questions (NPS model) in your surveys and ensure that the information is as unbiased as possible. If you’re looking to gauge and improve NPS, you’ll need an NPS-type question in there. Which Customers Should Get Surveyed? Word Your Questions Clearly.

Customer Satisfaction 100

Customer Satisfaction Survey Tips How To 100

Gainsight

OCTOBER 13, 2022

Scott Salkin, SVP and GM of Gainsight Essentials argues that true “customer success” simply isn’t possible without “user success” and that SaaS companies must bridge the gap between the interests of their buyers and their users. . Digital customer success has become the essential strategy to efficiently scale a CS operation.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

ClientSuccess

OCTOBER 8, 2019

. #3: Net Promoter Score (NPS). Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. This score is calculated through surveys of your current (and sometimes former) customers. 4: Average First Response and Resolution Times. Ready for more?

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Qualtrics

JULY 22, 2021

A customer relationship is defined as the sum of all interactions and experiences that a customer has with a brand. Customer relationship measurement is simply translating customer relationships into metrics, such as Net Promoter Score (NPS) , customer retention cost, Customer Effort Scores (CES) , and more.

Measurement 26

Measurement Management Net Promoter Score Effort Score 26

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

Gainsight

SEPTEMBER 1, 2022

To reduce these risks, look at business metrics, such as Net Promoter Score (NPS), customer lifetime value (CLV), and annual recurring revenue (ARR). With one view, everyone can prioritize the work accordingly, and your team can make a strategic push towards the right innovations for your customer base. Grow effectively.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

Solvvy

FEBRUARY 5, 2020

Now you know what customer expectations look like in your industry—but how well is your team currently performing? . Gather data insights in real time from your existing customer base, using measurement tools like a CSAT (customer satisfaction survey). ”, followed by a rating scale of 1 to 10.

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64

PeopleMetrics

JUNE 16, 2016

We just buttoned up a study about customer experience in the banking industry. In the study, we looked across the customer bases of all of our retail banking clients for interesting trends and insights. But then we looked at the demographics of the customers on either side of that coin. About That Banking Study.

Customer Experience 48

Customer Experience Banking Feedback Retail 48

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. Annual Customer Survey. Net Promoter Score (NPS). Customer visits/phone calls/meetings. Social Media. Inquiry Survey.

How To 75

How To Net Promoter Score Groups eBook 75

ClientSuccess

MARCH 20, 2019

By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention. Here are the top five customer success health metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Comm100

APRIL 12, 2018

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. Net Promoter Score (NPS).

NPS 155

NPS Measurement Effort Score Customer Experience 155

ChurnZero

NOVEMBER 30, 2018

Q: For Customers Success what do you recommend is the best approach to divide and conquer your customer base to strategize on how to nurture, grow and expand? So, I’m a big fan of the customer dollar retention metric. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

Customer Success 49

Customer Success How To e-support eBook 49

ChurnZero

DECEMBER 20, 2019

They use a scale of 0 to 100 to grade health and ideally you want customers to rank with a positive score (green/low risk/healthy) and not a negative one (red/high risk/unhealthy). When customers are unsuccessful and become Detractors, we find out what we could do better and work to improve the situation. Customer Success Resource.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Wootric

JULY 27, 2018

This carries over into customer experience as well. At Wootric, we advise companies on setting up an effective Net Promoter Score (NPS) program. The Net Promoter System is the quantification of customer loyalty and the process for improving it over time. Learn how to modernize your NPS program for growth and higher loyalty.

Net Promoter Score 66

Net Promoter Score NPS Industry Effort Score 66

GetFeedback

DECEMBER 21, 2018

No one understands your customer needs better than your customers. If you want to boost customer retention, ask for customer feedback —and take real action with it. The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Download the ebook today.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CustomerGauge

JANUARY 27, 2016

Download the full ebook “The Fine Art Of Surveying,” to design and conduct, simple and fast NPS surveys. Relationship surveys are there to investigate a customer’s loyalty to a company/brand. How to use relationship surveys is about deciding which customers to measure and when to send the surveys.

Net Promoter Score 60

Net Promoter Score NPS Survey B2C 60

SurveySparrow

SEPTEMBER 6, 2019

Including the complaints that you receive on social media on a priority basis is one of the first things that you should do as ignoring them will make your customers leave with a bad taste. #7 7 Create a knowledge base. You can even calculate your NPS score which shows how likely they are to recommend your product to their friends.

Social Media 51

Social Media Effort Score Metrics Customers 51

ClientSuccess

JULY 5, 2017

A best practice for expansion opportunities is to work with sales to develop the best proposal for individual customers based on their custom concerns, goals, and opportunities. What are some best practices your customer success team employs to overcome post-sales issues? 4 Engagement Models For Customer Success.

Sales 40

Sales Customer Success ROI Strategy 40

InMoment XI

NOVEMBER 2, 2021

At the end of the day, investing in customer experience (CX) is about more than just the score. Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? Creating tangible value for your business—and that means proving that sometimes elusive CX ROI.

ROI 260

ROI Customer Retention Infographics eBook 260

LiveChat

FEBRUARY 22, 2016

Build up the knowledge about your customer base. CRM, marketing automation and analytics tools, market benchmarks and reports , customer service software. Serve two-way communication between customers and your business. Targeted email campaign, greeting for a returning customer, dynamic content on your website.

Marketing 28

Marketing Ecommerce CRM eBook 28

Gainsight

JANUARY 30, 2023

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. In-product customer surveys are an effective way to get insights into customer opinions and sentiment about a product.

Self Service 52

Self Service e-support Survey NPS 52

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. Begin With Net Promoter Score (NPS). It’s time to ask your customers some essential questions. Net Promoter Score (NPS). Customer Effort Score (CES). Customer Satisfaction Score (CSAT) .

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

OpinionLab

MAY 15, 2018

The result is feedback that may not truly represent the views of the broader customer base. Assess customer needs across all VoC sources. To understand the entire customer journey, you need to assess customer needs across all VoC sources. survey, opt-in feedback either on or offline etc.).

Metrics 79

Metrics Analysis Contact Center Measurement 79

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. Strong relationships with individuals at every level of your customer’s organization.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

Qualtrics

DECEMBER 20, 2018

Transactional NPS – Net Promotor Score (NPS) is an industry benchmark that measures customer loyalty. Send your customers an NPS survey after every support interaction or at the conclusion of other major customer touchpoints like implementation sign-off.

Customer Experience 30

Customer Experience Effort Score Rewards Programs NPS 30

OpinionLab

MAY 15, 2018

The result is feedback that may not truly represent the views of the broader customer base. Assess customer needs across all VoC sources. To understand the entire customer journey, you need to assess customer needs across all VoC sources. survey, opt-in feedback either on or offline etc.).

Metrics 60

Metrics Contact Center Analysis Measurement 60

ProProfs Chat

SEPTEMBER 28, 2021

It’s a simple ‘give and take’ approach where you reward customers in return for feedback. . The incentives can be anything from free shipping and product discounts to gift coupons and even an informational ebook. Interview Customers Frequently. Measure Customer Satisfaction With NPS.

Feedback 52

Feedback Social Media Net Promoter Score Survey 52

ProProfs Chat

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. In case you notice the ratings of an operator hitting less than three, you should: Look into their chat history with the customers.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

ChurnZero

SEPTEMBER 16, 2021

A tried and true method of surveying customers is the Net Promoter Score , a single survey question that can help pinpoint where your customers stand in relation to your company. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy. Connect With Your Customers Using Strong Talk.

Customer Retention 52

Customer Retention Strategy Net Promoter Score Effort Score 52

ProProfs Chat

FEBRUARY 5, 2021

With this, you send out a positive message of valuing your most loyal customers. . An incentive can be in the form of a discount, gift voucher, free ebook, etc in return for taking a website survey. Good Practices: Give priority to your most loyal customers while giving incentives. and get into your customer’s mind.

Feedback 52

Feedback Survey NPS Examples 52

ProProfs Chat

JUNE 25, 2021

It could be an ebook or a free gift voucher. When you integrate CRM (customer relationship management) software into your surveys, you can easily create a good customer experience for your existing customers. Accordingly, you can generate focussed campaigns for different groups of customers. Nurturing Campaigns.

Survey 52

Survey How To Chatbots Feedback 52

ChurnZero

MARCH 27, 2020

Tech-touch: Use walkthroughs to augment support for your tech- or low-touch customer base and provide valuable tips while limiting direct Customer Success and Support interactions. Customer Success (CS) teams are undergoing a painful growth spurt—maturing out of their ill-?t Customer Success Around the Web.

Tips 52

Tips Self Service Effort Score Customer Success 52