CSM Practice

FEBRUARY 15, 2019

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips, CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? But when was the last time you took a look at not just your customer service, but the customer experience. Episode Overview.

Customer Success 49

Customer Success eBook Roadmap Customer Journeys 49

CSM Practice

FEBRUARY 15, 2019

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? But when was the last time you took a look at not just your customer service, but the customer experience.

Customer Success 53

Customer Success eBook Roadmap Customer Journeys 53

Wootric CX Blog

MARCH 1, 2020

And even though you’re not taking on the evil empire in 2020, you’ll still need someone exceptional to integrate your Customer Experience (CX) initiatives and take everything to the next level. . An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts. Tech savviness .

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

ClientSuccess

SEPTEMBER 15, 2018

While it’s clear why Customer Success should be involved in executive initiatives and C-Suite planning, the reasoning behind including other departments in customer success strategy planning may take a little explanation. Three Reasons Why Marketing Needs a Seat at Your Customer Success Strategy Meetings.

Customer Success 40

Customer Success Strategy Marketing eBook 40

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

InMoment XI

JANUARY 2, 2023

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Customers have unprecedented access to information about products and services. Not only does exceptional customer experience make customers happier, it drives desirable customer behavior.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

SurveySparrow

SEPTEMBER 6, 2019

As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. It is the measurement of the value a customer brings to your company after the first purchase till the end. Knowing your customer lifetime value helps to draft out a strategy easily.

Social Media 51

Social Media Effort Score Metrics Customers 51

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ClientSuccess

SEPTEMBER 8, 2020

When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. This last factor – resource allocation – can make or break a customer success team’s large account management process.

Customer Journeys 52

Customer Journeys Management eBook Case Study 52

Ecrion

FEBRUARY 24, 2021

For your business to be successful, you need to be able to get your company’s message out there for current and potential customers to see. How can your company make customers’ lives easier? Let’s take a look at what makes up a strategic communications plan and how customer communications management (CCM) can help the process.

Communication 52

Communication Customer Journeys Roadmap Omni-Channel 52

C3Centricity

DECEMBER 31, 2018

If you believe that you could be getting better support on your customer understanding and insight development, then these ten ideas will take you a long way to doing this in 2019. What a Customer First Strategy Is (And what it’s not!). Do You Know Your Customer Journey Map & the Emotions Overlay? These are: 1.

Brands 208

Brands Strategy Customer Journeys Infographics 208

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

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. That’s because the longer you take to get proactive about customer needs, the more likely it is that they will churn.

Self Service 52

Self Service e-support Survey NPS 52

Gainsight

NOVEMBER 15, 2021

Gross Revenue Retention (GRR), for example, only measures the customers who renewed their existing purchase. If you renew all of your current customers, your GRR at the end of the year is 100%. Operationalize Your Customer Success Efforts. More mature CS organizations might consider the entire customer journey.

Metrics 52

Metrics Measurement Customer Success eBook 52

ClientSuccess

APRIL 7, 2017

Once a deal is signed, the ink is dry, and the kick off meeting is scheduled, it’s time for your customer success managers (CSMs) to drive a proactive approach to an awesome customer experience. This is where you move from logo to people oriented customer success. The Hand Off of People’s Goals and Needs. Go High and Wide.

ROI 40

ROI eBook Customer Success Roadmap 40