Totango

NOVEMBER 3, 2022

Start with defining the customer journey. While teams may often refer to “the customer journey,” how do you ensure alignment and shared understanding of what that means across your business? Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? Personas are often used in marketing and sales efforts, and those names apply to those types of personas. How are they created?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. CS Journey Map. Let’s break that down a bit.

Customer Journeys 94

Customer Journeys System Customer Success NPS 94

Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . KR: We tend to leverage a lot of the data to meet people where they are in the journey and trickle in other content – whether it’s video articles, training, content marketing material, etc. along the way to engage them. It’s very interesting.

Customer Journeys 117

Customer Journeys Exercises Communication Engagement 117

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 142

Customer Journeys Survey Effort Score NPS 142

Experience Investigators by 360Connext

JULY 6, 2021

A Customer Experience Charter can answer that question. What is a Customer Experience Charter? A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. Invite team members from other areas that are close to the customer experience.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. What are some of the phases you have seen based on the journey goals?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Never Stop Iterating.

Customer Success 83

Customer Success Customer Journeys Roadmap Sales 83

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. What are some of the phases you have seen based on the journey goals?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. What are some of the phases you have seen based on the journey goals?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score Customer Success NPS Effort Score 81

CustomerSuccessBox

MARCH 7, 2022

What is a Joint Success Plan? A Joint Success Plan is the customer success plan that you, as a Customer Success Manager (CSM), build with collaborative efforts from your customer’s end. An account plan is a comprehensive internal document that acts as a compass for all aspects of customer management.

Customer Success 52

Customer Success Tools Customer Journeys Customers 52

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. Wait…what???

Customer Success 98

Customer Success How To Customer Journeys Culture 98

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 102

Customer Success Tips Chief Customer Officer Leadership 102

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 76

Customer Success Customer Journeys Customers Case Study 76

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Education Services Group

JULY 9, 2021

We know this can be especially true for Customer Success leaders. Project managers utilize powerful little documents called project charters to define, implement, and keep track of their projects. Why project charters are valuable in Customer Success. The elements of a Customer Success project charter.

Customer Success 52

Customer Success Customer Journeys How To Resources 52

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

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

Consulting 89

Consulting Customer Success Strategy Chief Customer Officer 89

Totango

AUGUST 5, 2022

Asking the right questions is key to effectively using this powerful customer success tool. A marketing analysis of the client’s target audience, marketing strategy, and competitors. A client onboarding questionnaire can help you: Make a smooth handoff between your sales team and your customer success team.

How To 84

How To Customer Journeys B2B Sales 84

CustomerSuccessBox

DECEMBER 7, 2021

In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. It means it’s time for your business to adopt a digital-led Customer Success model! The aim should be to get enough information from those customers to turn them into your brand advocates.

Customer Success 52

Customer Success Management Resources Customers 52

Gainsight

DECEMBER 21, 2023

For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. Here are the highlights. Why Be Proactive?

Customer Success 52

Customer Success Company How To Effort Score 52

CustomerSuccessBox

JULY 29, 2022

Keeping track of all of these interactions might be difficult, but good communication and making customer data open and available throughout the business guarantee a great customer experience. In order to streamline, standardize, and support Customer success initiatives, you must create an efficient customer success workflow.

Customer Success 52

Customer Success Management How To Customer Journeys 52

inQuba

APRIL 4, 2023

From mapping to management Traditional journey mapping is a noble pursuit and often the first step in improving the customer experience. There’s no refresh button on your journey map, so it won’t accommodate for changing customer behaviour or market factors. Maps don’t know individuals.

Trends 52

Trends Customer Journeys Customer Centricity Metrics 52

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

CustomerSuccessBox

DECEMBER 17, 2021

Marketing phrases get confusing pretty quickly. And the “buyer journey” and the “customer lifecycle” are two main examples. And the “buyer journey” and the “customer lifecycle” are two main examples. Thus, turning more potential customers into repeat buyers and loyal advocates.

Customer Journeys 52

Customer Journeys B2B Touchpoint Net Promoter Score 52

CustomerSuccessBox

DECEMBER 13, 2021

How you start your Onboarding lays down the foundation of how your entire customer journey is gonna flow. Customer Success must remain hyper-vigilant during Onboarding to ensure that customers follow their set journey. We all know Onboarding is the real sauce to Customer Success, so let us get it right.

Customer Journeys 52

Customer Journeys Sales Resources Tips 52

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

Gainsight

OCTOBER 7, 2022

That’s because when companies are looking to optimize the customer journey for conversion, renewal, and expansion, they achieve the best results when Customer Success and Product Development are working together. Customer Success then works with Product to develop a sophisticated system for engaging with customers.

Customer Journeys 52

Customer Journeys Analytics Sales Customer Success 52

CustomerSuccessBox

APRIL 3, 2022

Customer Success ensures that your customers remain happy customers. Its objective is to guarantee that your customers get the most value from your product. A section of this job is carried out through email marketing. What are Customer Success email templates? Customer Success Email Templates.

Customer Success 52

Customer Success Video Customers Meeting 52

Gainsight

OCTOBER 3, 2023

HubSpot’s CRM platform is the bedrock of their customers’ efforts to drive sales, manage customer data, and aid retention efforts. Gainsight, the world’s leading Customer Success solution, helps businesses drive efficient growth by unifying the post-sales customer journey. Custom Objects, and OOB jobs.

Effort Score 59

Effort Score CRM Customer Journeys Sales 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

Amity

NOVEMBER 14, 2018

The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. Let’s talk about where you need to start in order to avoid this from happening to your customers.

Sales 87

Sales Customer Success Tips Customer Journeys 87

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Customer Success 97

Customer Success B2C How To B2B 97

Education Services Group

OCTOBER 25, 2022

We had the pleasure of hosting a CEO panel on Customer Success Unlocked to discuss the economy and what we in Customer Success can and should be doing about its impacts to the business world. Q: Customer Success in general is known to be very “nice.” So, I think those conversations have to be had.

Customer Success 52

Customer Success Customers Sales Marketing 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. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61