ClientSuccess

NOVEMBER 22, 2021

To optimize and enhance your strategy, it’s a good idea to send out surveys at different points throughout the customer relationship – post-sales, post-onboarding, renewal pulse, etc. Voice of Customer. Customer marketing programs can be instrumental in supporting Voice of Customer initiatives, in addition to: Usage Data.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Helping customer contacts with training.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Success = Outcomes.

Customer Success 40

Customer Success Customer Journeys B2B Feedback 40

Totango

JUNE 25, 2019

Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. It all starts with knowing how to gather customer insights and properly leverage that data. . How to Gather Customer Insights that Matter.

Customer Insights 68

Customer Insights Software How To Touchpoint 68

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. As such, enterprises need to prioritize cultivating long-term customer relationships that foster continual, mutual growth.

Strategy 105

Strategy Management B2B ROI 105

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. Many Customer Success teams measure their performance via customer retention and expansion rates. Your process as a Customer Success leader should be similar.

Measurement 40

Measurement Customer Success Metrics B2B 40

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Totango

JANUARY 16, 2020

Both are important aspects of customer success. Customer Delight vs. Customer Satisfaction: How Do They Differ? There is no need to pit customer delight against customer satisfaction. Each are goals you should pursue as you strive to provide value to your customers. Collect Voice of Customer Data.

Customer Satisfaction 62

Customer Satisfaction Customer Success Customers Software 62

Totango

JUNE 25, 2019

Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. A customer success platform contains all the information needed to create a complete picture of your customers. How Does CS Software Work?

Customer Insights 49

Customer Insights Software How To Touchpoint 49

Totango

OCTOBER 8, 2020

In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Proactively Personalize Engagements. Listen to Your Voice of Customer Programs.

Customer Retention 63

Customer Retention How To Customer Success B2B 63

Totango

SEPTEMBER 17, 2019

If key information like this is passing you by, then your customer data isn’t properly organized and optimized to turn raw information into value-driven customer engagements. Customer data must be actionable or else it is just a heavy collection of wasted opportunities. What is a Customer Data Platform?

Data 64

Data Metrics Effort Score Comparison 64

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Strategy 62

Strategy Effort Score B2B Customer Success 62

Totango

OCTOBER 23, 2020

These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. A successful onboarding experience can lay the foundation for a loyal lifetime buyer, while a negative experience can push your new customer directly into the hands of a competitor.

Net Promoter Score 71

Net Promoter Score Metrics Customers Training 71

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. Include customer-centricity in daily operations and communications inside the company.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Waypoint Group

JUNE 19, 2019

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right time to obtain the right insights.

Engagement 40

Engagement B2B ROI Customer Retention 40

Waypoint Group

SEPTEMBER 8, 2022

IMHO This method is largely undifferentiated and doesn’t truly show your customer that your company and all employees, on a personal level, is truly committed to the process. So what do you think: How does a mass-email to your customers show your commitment?

B2B 52

B2B Feedback Net Promoter Score Effort Score 52

Waypoint Group

SEPTEMBER 8, 2022

IMHO This method is largely undifferentiated and doesn’t truly show your customer that your company and all employees, on a personal level, is truly committed to the process. So what do you think: How does a mass-email to your customers show your commitment?

B2B 52

B2B Feedback Net Promoter Score Effort Score 52

Waypoint Group

SEPTEMBER 4, 2019

Dennis Dube, VP Revenue Operations for Advance Local (LinkedIn here ) sat down recently with Steve Bernstein, CEO and creator of the B2B-centric customer engagement solution, TopBox , to talk about Dennis’s experiences with active listening as a means to strengthening customer relationships.

Examples 40

Examples Net Promoter Score Feedback Survey 40

Totango

NOVEMBER 19, 2019

ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. . How Customer Success Maximizes ROI. This means retaining and nurturing existing customers has become just as important as acquiring new ones.

ROI 64

ROI Customer Success How To Customer Centricity 64

Totango

JULY 23, 2019

This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied. . The Role of Customer Success Teams.

Customer Success 89

Customer Success Effort Score Customer Centricity Customer Journeys 89

Waypoint Group

OCTOBER 26, 2017

Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback. By participating in our no-risk trial you can gain immediate insights, help your company grow, and stop being part of the 70% that actually erode customer relationships by asking for feedback but do nothing with it.

NPS 40

NPS B2B Feedback Customer relationships 40

Totango

NOVEMBER 19, 2019

ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. . How Customer Success Maximizes ROI. This means retaining and nurturing existing customers has become just as important as acquiring new ones.

ROI 48

ROI Customer Success How To Customer Centricity 48

Totango

JULY 23, 2019

This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied. . The Role of Customer Success Teams.

Customer Success 63

Customer Success Effort Score Customer Centricity Customer Journeys 63

Waypoint Group

MARCH 20, 2019

And so it goes with Customer Success. We all know we should be doing the right things that strengthen customer relationships and get ahead of the renewal so there are no unexpected surprises… but doing what , exactly? Customer Success needn’t be complicated, but it does need to leverage human-to-human interactions.

Engagement 40

Engagement Customer Engagement Feedback How To 40

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. He is an expert in transforming how employees work with customers through multiple digital marketing strategies.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. He is an expert in transforming how employees work with customers through multiple digital marketing strategies.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Organic customer engagement has highest viral power.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Organic customer engagement has highest viral power.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

ProProfs Chat

NOVEMBER 26, 2021

We will also explore some of the best voice of the customer examples , templates, methodologies, and more. What is the Voice of Customer Survey? Tips to Keep in Mind When Creating Voice of customer (VoC) Surveys. Voice of Customer (VoC) Questions with Examples.

Examples 52

Examples Survey Net Promoter Score Social Media 52

Waypoint Group

APRIL 13, 2022

And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customer relationships? Are they talking about system integration, such as integration with your CRM or Customer Success platform? What processes do you need in place to make the technology produce those results?

NPS 40

NPS Survey Feedback Net Promoter Score 40