Gainsight

APRIL 8, 2024

The role of Customer Success has undeniably been one of change in the last few years. Through advanced segmentation and automation tools, companies can deliver personalized experiences at scale , strengthening customer relationships and driving revenue growth. Want to learn more about Digital Customer Success?

Customer Success 52

Customer Success Training Engagement Customers 52

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 98

Customer Retention Software Customer Success CRM 98

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business.

Customer Success 101

Customer Success Customer relationships Exercises Communication 101

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 84

Customer Retention Customer Journeys Customer Success Strategy 84

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

Customer Success 106

Customer Success Strategy Management CRM 106

ChurnZero

JANUARY 10, 2023

No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. What is Customer Success AI ? Within seconds, you’ll get a first draft to refine, customize and use.

Customer Success 98

Customer Success Customers Course Strategy 98

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. That’s where product-led growth strategies come into play. Key Elements of a Product-Led Growth Strategy.

Customer Success 98

Customer Success Net Promoter Score Metrics Strategy 98

Gainsight

FEBRUARY 28, 2024

Their dedication to revolutionizing customer experience. These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. What unites them?

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

Gainsight

OCTOBER 5, 2022

During times like these, the relationships you have formed and nurtured become more important than ever. And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. Optimize your product from the customer out.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Customer Success 105

Customer Success Management Net Promoter Score Effort Score 105

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Sales Customers Roadmap 98

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. Five customer success leading indicators.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 100

Customer Success Customer Centricity Customer Satisfaction B2C 100

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Customer Success 118

Customer Success Management Guidelines Customers 118

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

JANUARY 12, 2022

This is why establishing an executive sponsor program is critical to customer success – with an executive or team leader on your team working directly as an advocate for your customers, it’s easier to get more done both on the product side and on the customer success side. Design your engagement strategy.

Customer Success 75

Customer Success eBook Measurement Leadership 75

Team Support

OCTOBER 8, 2020

The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2. What are the strategies employed by TeamSupport?

Customer relationships 59

Customer relationships Company B2C B2B 59

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. Customer Success leaders are pulled in so many directions that prioritizing our aspirations can feel impossible. Everybody’s heard of Customer Success, and the industry is growing.

Customer Success 52

Customer Success Leadership Metrics Customers 52

ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. Your Customers.

Tools 98

Tools Customer Success Return on Investment Fashion 98

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. Customer Success is growing, which is no surprise. that have a specialized Customer Success Platform (CSP).

Study 98

Study Leadership Customer Success Industry 98

Team Support

JULY 27, 2020

A recent report by McKinsey & Company indicates that some are increasing spend, offering hope that acquiring new customers now is still possible. How can you get off on the right foot with new customers? Assure the customer that they made the right choice. It’s also a smart business strategy.

B2B 90

B2B Strategy Customer Success Software 90

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 90

Customer Success Management Exercises Social Media 90

Totango

FEBRUARY 14, 2020

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing. Attracting new leads is their main forte.

Customer Success 98

Customer Success Marketing Case Study Study 98

Gainsight

FEBRUARY 21, 2023

Customer success (CS) is a multifaceted discipline. It’s about creating efficiency while also building deep relationships. At the heart of this juggling act is Customer Success Operations (CS Ops). As customer relationships become increasingly complex, CSMs are tasked with ever-increasing responsibilities.

Customer Success 52

Customer Success Multi-Channel Self Service Call Recording 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. There’s so much to do.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

Team Support

MARCH 27, 2020

In an era where remote work has become commonplace, many customer success managers aren’t too happy. Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers. Don’t the enjoy working from their home office?

Customer relationships 80

Customer relationships B2B Interaction Multi-Channel 80

ChurnZero

DECEMBER 21, 2023

Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. Here’s the webinar in full. What do you recommend?

Sales 52

Sales Customer Success Tourism Roadmap 52

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

Customer Success 74

Customer Success Culture eBook Social Media 74

Team Support

OCTOBER 28, 2020

Managing customer relationships, on the other hand, has been incredibly challenging. Built for remote working, the company’s solution has enabled the concept of support teams in different time zones around the world, as well as global customers with unique needs, holidays, and SLAs. “We

Customer relationships 45

Customer relationships Company B2B B2C 45

CustomerSuccessBox

FEBRUARY 7, 2022

And it calls for customer success software which is a higher version of customer relationship management software – CRM, that is curated to gauge specific goals of driving success, and especially to cater to SaaS businesses. Brief on customer success management software. Sales Activities.

Software 52

Software Customer Success Management CRM 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

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. Best Practices for a Customer Success Adoption Plan.

Customer Success 116

Customer Success How To Metrics Customer Journeys 116