Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand. Tech support.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). Customer Acquisition Cost (CAC). Customer Retention Rate. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management How To 65

Gainsight

MAY 13, 2020

Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn. Given that new sales will likely decrease, there has never been a more crucial time to support your existing customer base. We’ve all heard the saying “Everyone is in Sales.”

Roadmap 59

Roadmap ROI NPS Customer Success 59

Gainsight

OCTOBER 30, 2018

Obtaining funding from venture capital (VC) firms is part of the roadmap for a lot of SaaS companies. If you’re one of the many trying to attract investors, you need to pay close attention to your customer attrition just as they will. If churn is high and retention is weak, it can mean a variety of things.

ROI 61

ROI Customer Retention Social Media Roadmap 61

ChurnZero

JANUARY 10, 2020

And if you’re considering the role yourself, check out our eBook: The Future CCO , for firsthand advice from industry leaders on what it takes to become a Chief Customer Officer. . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . Yamini joins HubSpot from Dropbox where she was their Chief Customer Officer.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

SmartKarrot

OCTOBER 19, 2022

Building a Customer Success organization that supports customers from onboarding through renewal. Partnering with the Sales and Product teams to define product goals and Tread’s roadmap. Work with the sales team to develop in-depth analytical account plans providing input on communication strategy and usage statistics.

Customer Success 19

Customer Success Roadmap Banking Training 19

SmartKarrot

JANUARY 7, 2022

As a Vice President of Customer Success, you will build and lead a world-class customer success team. Create a company-wide culture of Customer Success through cross-departmental collaboration (marketing programs, product roadmaps, financial forecasting). Define and optimize the customer lifecycle.

Customer Success 19

Customer Success Roadmap Consulting Customer Satisfaction 19

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Gainsight

OCTOBER 17, 2019

Six years ago , people didn’t present about customer success (CS) in the boardroom unless it was a major escalation. And even then it was ad hoc and anecdotal—it took awhile for the CS conversation to be as quantifiable as sales or marketing. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs.

Metrics 45

Metrics Meeting NPS Effort Score 45

Amity

MARCH 19, 2014

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. Customer Growth & Expansion.

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

SurveySensum

OCTOBER 5, 2020

A customer journey is a path of several stages that your customer goes through before arriving at that final activity of purchase. . In the above typical B2B SaaS customer journey, a customer attends your webinar and finds out about your product. Post-purchase customer satisfaction survey .

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

SmartKarrot

JUNE 25, 2021

Apply here: [link] Role: Enterprise Customer Success Manager (UK&I) Location: London, England, United Kingdom Organization: Miro As an Enterprise Customer Success Manager, you will manage a portfolio of roughly 75 Enterprise customers. Maximize customer retention metrics.

Customer Success 10

Customer Success Roadmap Leadership Customers 10

SmartKarrot

MAY 10, 2021

Working on new customer onboardings to map their business needs and design bespoke centered solutions tailored to their use cases and business logic. Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond. to increase their utilization features.

Customer Success 10

Customer Success Roadmap ROI Customers 10

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Effort Score Sales 40

Gainsight

SEPTEMBER 6, 2022

This is especially evident in the Software-as-a-Service industry, where layoffs, hiring freezes and a slowdown in sales are creating never-before-seen headwinds. The mindset in SaaS has shifted,” says Nick Mehta, Chief Executive Officer at Gainsight, a leading customer success and product experience platform.

Self Service 10

Self Service Customer Success Roadmap Sales 10

SmartKarrot

NOVEMBER 23, 2020

Apply here: [link] Role: Customer Success Manager Location: London, GB, United Kingdom Organization: Cision As a Customer Success Manager, you will be accountable for the overall customer health and experience of a portfolio of customers, which may be subject to changes in client profiles and sizes over time.

Customer Success 10

Customer Success Leadership Roadmap Customers 10

ProProfs Chat

SEPTEMBER 13, 2019

Two of the best ways to drive feature adoption are: by educating your customers (either through blog, webinars or any other type of content). But, the question is, why feature adoption is essential for SaaS customer service? How do you build customer success? How does the focus on customer success impact a company?

Customer Service 55

Customer Service Omni-Channel Net Promoter Score Knowledge Base 55

Gainsight

FEBRUARY 2, 2024

Companies engaging their customers with up-to-date product information and success content are reducing churn, decreasing support costs, and improving customer satisfaction. In short, customer training leads to customer retention. These are just the tools, however. However, one-on-one consulting has some downsides.

Training 52

Training Course Consulting Software 52

Amity

OCTOBER 31, 2016

The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new. How did you personally get started in Customer Success?

Customer Success 0

Customer Success Customers Metrics Sales 0

SmartKarrot

JUNE 30, 2021

Simplifying customer experience Ensuring customers are engaged and interested in the product Training customers effectively and efficiently Tracking and analyzing product adoption Helping customers who are not technologically abled. This communication needs to be relevant to customers and be of value in the situation.

Social Media 10

Social Media Roadmap Customer Success Metrics 10

ChurnZero

JANUARY 17, 2020

This could mean that your customer isn’t realizing the full value of your product. . This same customer data can prove valuable for both your product and development teams, especially when your team is creating a product roadmap. . . “We Upcoming Webinar: How to Streamline Onboarding to Reduce Churn.

Tips 72

Tips Metrics Customer Success Effort Score 72