Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. Let’s dive in.

Customer Success 52

Customer Success How To Self Service Course 52

Education Services Group

MAY 20, 2022

I see a lot of chasing in Customer Success: chasing metrics that our data doesn’t support, chasing insight, chasing answers to the reason customers churn, and chasing a haven of exemplary plays and processes to mitigate risk and drive value. Stop chasing metrics without documenting the business outcomes they are driving.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

ChurnZero

MARCH 4, 2022

Score all the forces. This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. Let’s pick one use case – managing customer feedback – to examine a bit closer. Score all the forces.

Analysis 95

Analysis Customer Success Exercises Effort Score 95

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Gainsight

AUGUST 18, 2022

New features enable digital-led customer collaboration, AI-optimized customer success management, and customer-centric product innovation. . Pulse , Gainsight’s annual conference, offers inspiring, strategic discussions for Customer, Product, and Community professionals. Product documentation. Success Plans.

Effort Score 52

Effort Score e-support Leadership Customer Journeys 52

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

Totango

SEPTEMBER 20, 2022

Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. What Is Customer Enablement In Business? Educate Customers on How to Succeed.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

Gainsight

MAY 4, 2023

So, instead of being focused on Support, a Community should be a pivotal strategy in your Customer Success journey, driving real business results and value for the customer — not simply vanity metrics like member growth or number of posts. Community members need a reason to come back. Content is the most important thing.

Self Service 52

Self Service How To Effort Score B2C 52

Gainsight

AUGUST 24, 2020

Channels include emails, webinars, user groups, and support and documentation. Map the ideal customer journey on a timeline. . Track the success metrics and re-iterate. Identifying and tracking select success metrics are an essential aspect of running a successful program. The next step?

Multi-Channel 105

Multi-Channel Effort Score Guidelines Metrics 105

SmartKarrot

MAY 12, 2021

Role: Director of Customer Success – Resware Location: Austin, TX, US Organization: Qualia As a Director of Customer Success, you will be responsible for leadership, management, and accountability for the Customer Success team. Ensure a growing customer book month on month.

Customer Success 10

Customer Success Effort Score Leadership Customers 10

Gainsight

JANUARY 8, 2021

That happened when Adobe’s top-performing Product Adoption Team combined efforts using their Audience Manager with Gainsight’s PX solution. Product adoption and customer success are core pillars of her role. It is a robust full-circle effort. The progress scores are monitored monthly and shared with customers.

Sports 52

Sports Effort Score Tips Analytics 52

CSM Practice

JANUARY 13, 2021

We’ll start with the basics and cover the different components of the renewal process, such as: The Customer. What Is the Renewal Process for Customer Success? The renewal process for customer success is the process of accessing and transacting the known renewal opportunities over a fixed period. Technology.

How To 98

How To Self Service Touchpoint Customer Centricity 98

delighted

MARCH 15, 2019

A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience. Consider your customer experience lifecycle and the teams responsible for each stage.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

SmartKarrot

APRIL 18, 2023

“When the customer comes first, the customer will last.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings.

Customer Success 10

Customer Success Net Promoter Score Touchpoint Effort Score 10

SmartKarrot

JUNE 12, 2020

Role: Customer Success Manager Location: Beaverton, Oregon, US Organization: RFPIO Inc. Oversee the relationship with RFPIO’s customers for the duration of their contract(s). Apply here: [link] Role: Customer Success Manager Location: Sydney, New South Wales, Australia Organization: Validity Inc.

Customer Success 10

Customer Success Guidelines Effort Score Customers 10

CustomerSuccessBox

DECEMBER 4, 2018

Customer Retention Best Practices. Step 0: Understanding your customer’s needs. The aim of onboarding should be to help the customer reach their first point of perceived value without having to put in a lot of effort. To make sure the company is on the right path, you need to define and monitor customer KPIs regularly.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? How Can We Prioritize CX efforts? For example, part of the overall success statement is focused on “improving our brand reputation, leading to more customer referrals.”

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Waypoint Group

MAY 28, 2015

So now with the Customer Success revolution where shared goals and personalized service is key to high renewal rates, ABM is taking new shape. Account-based management is what B2B-folks are beginning to focus on to ensure each individual customer’s goals are met. Don’t just look at average scores that lump everyone together.

B2B 40

B2B Management Effort Score NPS 40

Kustomer

APRIL 28, 2022

For example, a SAAS company’s journey might be much more involved than that of a fashion retailer’s. It’s common for leaders to get overwhelmed when faced with the challenges of carving their desired customer journey and recognizing customer pain points along the way. Many leaders see the journey map as a linear process.

Customer Journeys 97

Customer Journeys Management Roadmap Groups 97

Education Services Group

APRIL 27, 2022

I’m not going to waste time trying to document how to correctly (mathematically) calculate all the three letter acronyms—but feel free to check out our Customer Success Definitions, Calculations, and Lingo…Oh My! Why heavily weight DAU in health or adoption scores if your product doesn’t support the expectation?

Metrics 98

Metrics Effort Score NPS Net Promoter Score 98

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

SurveySparrow

OCTOBER 5, 2020

Drag-and-drop builder: Typeform’s drag and drop builder makes the entire process of customizing your survey absolutely easy. Using this feature, you can easily build your survey with minimal effort. . Providing exceptional customer service is one of the advantages of software applications that allows for integrations. .

Comparison 59

Comparison NPS Survey Net Promoter Score 59

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

Gainsight

APRIL 15, 2024

Objectives: Accelerate Time to Value Assist with Initial Setup KPIs: Number of days from sign-up to first value, onboarding goals achieved, time saved/spent by the Customer Success Management (CSM)/Professional Services team, reduction in support tickets. This mapping should be informed by empirical user data and success metrics.

Customer Journeys 52

Customer Journeys Analysis Metrics Feedback 52

Gainsight

OCTOBER 3, 2023

This new, out-of-the-box integration will help our joint customers mine deep insights and deliver maximum value to their customers as they progress from sale to post-sale to renewal, and beyond. HubSpot’s CRM platform is the bedrock of their customers’ efforts to drive sales, manage customer data, and aid retention efforts.

Effort Score 59

Effort Score CRM Customer Journeys Sales 59

inSided

OCTOBER 1, 2022

When Cognite faced these challenges, they decided that building a Customer Community would solve these problems by creating a unified customer digital experience. How do you unify your customer journey and tech stack to create a frictionless digital experience for your customers? Here’s how they did it.

Case Study 52

Case Study Effort Score Customer Journeys Study 52

SmartKarrot

JULY 31, 2020

What is customer delight and why is customer delight important? Similarly, what is customer satisfaction and why is customer satisfaction important? Are they two sister-terms from the dictionary of customer success? Segment your customers. Share Customer data. Competition and Expectations.

Customer Satisfaction 10

Customer Satisfaction Social Media Customers Loyalty 10

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

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Onboarding Hero – VAIRKKO. Adoption Hero – Sibme.

Effort Score 98

Effort Score NPS Healthcare Training 98

Gainsight

APRIL 26, 2022

Similarly, many enterprise organizations feel a sense of accomplishment once they have established a customer success team. After metric-based customer success strategies have been put in place, companies typically enjoy a meaningful increase in their net retention rate (NRR). And why not? They are finally in the game!

Strategy 92

Strategy Customer Success Effort Score Software 92

Storyminers

JULY 6, 2020

That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He authored the Customer Success book for Wiley!

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He authored the Customer Success book for Wiley!

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Totango

APRIL 20, 2020

The following customer churn analysis checklist outlines what specific factors will typically be most valuable to track and analyze during each stage of the customer journey. A Checklist for Customer Churn Analysis. Customer churn can occur at any point along the customer journey.

Analysis 78

Analysis Effort Score Customer Journeys ROI 78

Gainsight

AUGUST 14, 2021

Authored by Harshita Banka, Regional Director of Customer Success, Gainsight PX. It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. Customer Success. Customer Marketing.

Government 52

Government How To ROI Effort Score 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Effort Score 52

Effort Score NPS Healthcare Training 52

Retently

FEBRUARY 27, 2019

Below, we’ve listed 12 proven tactics to increase your average CLV and generate more revenue from your existing customers. When it comes to customer success, onboarding is the process you should spare no effort on in order to ensure sustainable business growth. Provide Value-Packed Content That Keeps Customers Engaged.

Social Media 130

Social Media NPS Omni-Channel Effort Score 130