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

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Innovation 86

Innovation Video CRM Customer Success 86

Experience Investigators by 360Connext

MARCH 8, 2021

The CX Success Statement is really helpful here.). If you have a customer journey map, or you’re working on one, this is also a great thing to introduce here! How We Lead on Behalf of our Customers. How are customers included in decision making? What are your top CX Metrics? . Empathy mapping.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. How can this new platform move the needle with your customers? How does it impact critical metrics like growth, renewal rates, and customer churn? Best customer success software = the best results .

Software 76

Software Customer Success eBook Metrics 76

Lumoa

APRIL 1, 2020

Even if you are already using one or more existing strategies, understanding how they interact with each other within a customer insight strategy can help individual teams make even more customer-focused decisions. Those decisions then funnel up to impact key metrics like retention and customer value over time.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

Customer Success 81

Customer Success eBook Innovation Metrics 81

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. What do these four pairs have in common?

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics CRM 92

Experience Investigators by 360Connext

AUGUST 17, 2021

That means creating a CX Strategic Council with leaders who are essential to recognizing, identifying, and improving the right moments along the customer journey. . Customer Feedback and Insights. Innovations and Forecasting. What metric went up? A typical agenda will include: CX Mission and Goals. What went down?

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 52

Customer Success Customer Journeys Customer Centricity Tips 52

inQuba

APRIL 4, 2023

Amazon is a good example of a company that has stayed ahead by prioritizing customer-centric policies and initiatives (one-click ordering, fast and reliable delivery, customer reviews and ratings, etc.), Are CX metrics enough, though? Maps don’t change, but journeys do. Maps don’t know individuals.

Trends 52

Trends Customer Journeys Customer Centricity Metrics 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 90

Sales NPS Customer Success Customer Journeys 90

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . You need to layout your journey first. Customer Success is a rapidly evolving function. Customer lifetime value (LTV).

Customer Success 98

Customer Success How To CRM Software 98

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.

Customer Success 84

Customer Success Chief Customer Officer Software Customers 84

Totango

DECEMBER 3, 2019

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. What Do Customer Success Managers Do?

Customer Success 71

Customer Success Management Metrics Customer Journeys 71

Totango

SEPTEMBER 1, 2022

In addition to relying on outdated data, the traditional QBR model fails to take advantage of the latest tools for agile innovation in digital technology, AI, and big data analytics. This approach gives your customer success team maximum advantage over your QBR strategy. Reimagining the SaaS QBR .

Customer Journeys 98

Customer Journeys Net Promoter Score Meeting B2B 98

Experience Investigators by 360Connext

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

CSM Practice

SEPTEMBER 28, 2020

In SaaS, renewals are a natural part of the customer journey. Sometimes they are seamless, other times a forcing function for change: either you pivot to increase the value of your solution or use it as a time to ‘part ways’ with an unfit customer. In the early days, the goal was finding our fit outside of innovation.

Customer Journeys 52

Customer Journeys Management Innovation ROI 52

ClientSuccess

SEPTEMBER 17, 2019

Here’s How (and Why) You Need to Create a Map of Your Customer’s Journey . As customer success professionals, we spend a lot of time and energy trying to enforce processes and procedures for our customers. It’s important to remember, however, that no two customers are the same, especially in the SaaS world.

Customer Journeys 53

Customer Journeys Infographics Touchpoint Sales 53

Retently

MAY 9, 2024

Neglecting Customer Success In B2B, the sale is just the beginning of the journey. After the excitement of a deal closing fades, customers need to know how to get the most out of what they’ve just purchased. Here’s where setting up a rock-solid customer success team comes into play. But don’t stop there.

Customer Retention 130

Customer Retention B2B Customer Journeys Loyalty Programs 130

Experience Investigators by 360Connext

JANUARY 5, 2021

The brands with the most effective brand cultures are also the ones who use their customer-focus as a factor in their decisions. And being customer-centric isn’t reserved just for the customer support or customer success teams. Creating a culture focused on customers has to start and end with focusing on employees.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ClientSuccess

JULY 20, 2020

Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times.

Customer Success 69

Customer Success Tips Metrics Customer Journeys 69

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. Educating the customer on how your platform can support their business goals.

Customer Journeys 93

Customer Journeys Self Service Customer Success Software 93

Totango

MARCH 27, 2020

Look for a solution that includes a customer data platform that makes it easy to collect, analyze, and share key metrics, such as license and product utilization, between teams and team members to improve efficiency as well as efficacy. Beware of vanity metrics that don’t tell the full story.

B2B 83

B2B Customer Journeys Net Promoter Score Management 83

CustomerSuccessBox

DECEMBER 30, 2021

B2B SaaS companies are preparing for their final quarter sprint, determining metrics for the next quarter and year & working on Quarterly Business Reviews while also working on customer journey after the new year. Customer Success depends on the ability to retain and build healthy relationships with customers.

Customer Success 52

Customer Success Net Promoter Score Customer Journeys Effort Score 52

Gainsight

MAY 17, 2023

Pulse 2023 opened today, and with it, the community of thousands of Customer Success (CS), Product, and Community professionals set in motion the next era of our industry: Digital Customer Success (DCS). Customers are navigating a disjointed web of communications and digital experiences.

Customer Success 52

Customer Success Self Service Conference Resources 52

SmartKarrot

MARCH 3, 2023

Role: Director of Enterprise Customer Success Location: San Diego, CA, United States (Remote) Organization: Drata As a Director of Enterprise Customer Success you’ll focus on creating, implementing, building, and leading the enterprise customer success strategy with our VP of Customer Success and senior team.

Customer Success 19

Customer Success Customer Journeys Roadmap Customers 19

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Feedbackly

DECEMBER 2, 2022

Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. Limitations of other CX metrics. The shift from products to experiences.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

CustomerSuccessBox

FEBRUARY 2, 2022

Customer Success (CS) and customer experience are often disregarded when firms merge, despite the fact that it is undoubtedly one of the most crucial components of any business. According to Gartner’s research, organizations of the future will compete mostly on customer experience.

Customer Success 52

Customer Success How To System Customers 52

delighted

APRIL 24, 2024

These surveys are: Pre-built with questions that speak to your target audience Specifically crafted to collect key customer or employee lifecycle feedback Fully customizable and enhanced by AI Complementary to your existing experience management program Keep reading to learn more about our latest innovation.

Feedback 52

Feedback Survey NPS Metrics 52

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. What Is Customer Lifecycle Management?

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

Amity

FEBRUARY 8, 2018

Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. Read our interview with Karin to find out where Customer Success started at Uber Eats, where it is now, and where it’s headed in the future.

Customer Success 71

Customer Success Metrics Customers Feedback 71

Totango

JULY 22, 2022

Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. . We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC.

Communication 101

Communication NPS Case Study Metrics 101

SmartKarrot

OCTOBER 2, 2023

In the outcome-driven world, creating a customer success playbook that resonates is not merely a strategy; it’s an art. A well-crafted playbook serves as a north star for customer success teams that produce consistent results. Learn How to Develop customer Personas That Help Enhance Customer Success.

Customer Success 10

Customer Success Customer Journeys Metrics Training 10

SurveySparrow

JUNE 30, 2023

What does a Customer Experience Specialist do? The role of a customer experience specialist is multifaceted, encompassing various responsibilities that contribute to creating remarkable customer journeys. They identify opportunities to enhance the experience at each stage, ensuring a seamless and personalized journey.

Customer Experience 52

Customer Experience Customer Journeys Self Service Customer Centricity 52