ChurnZero

MARCH 5, 2021

Have you ever bemoaned this common refrain after a customer unexpectedly churns? Your customer said they were happy. Customer engaging? Customer satisfied? Customer seeing results? But still, when presented with the opportunity to leave, your customer just up and churns on you. Confirmation Bias.

Customer Success 98

Customer Success Effort Score Customers Survey 98

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

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. Control over the customer experience.

Customer Success 52

Customer Success Company How To Effort Score 52

CustomerSuccessBox

MARCH 28, 2022

Most SaaS firms see Customer Success as a necessary evil. Customers buy your product to achieve their goals. It is the responsibility of the customer success team to ensure that a customer makes a repeat purchase. So, customer success is the ‘growth hack’ that your SaaS firm is looking for!

Customer Success 52

Customer Success Customers Effort Score Customer Retention 52

Gainsight

MARCH 16, 2022

Customer health scores play a critical role in the success of any company. When you have strong customer health scores, your business thrives. Adoption increases, upsell opportunities present themselves more consistently, and customers advocate on your behalf, even when you don’t ask them.

How To 98

How To Effort Score Measurement Metrics 98

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 146

Customer Journeys Survey Effort Score NPS 146

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. I got lucky! So I was just at the right place at the right time!

Customer Success 129

Customer Success NPS Metrics Culture 129

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement Effort Score 52

Wootric CX Blog

MAY 4, 2020

Three years ago, I wrote a post on “ How to start a customer success program from scratch ” and outlined all the reasons to do so: . The potential for a customer success program to become a “growth engine”. The sheer impact of returning revenue and customer lifetime value. Not just their success.

Customer Success 82

Customer Success Net Promoter Score Effort Score ROI 82

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Effort Score 78

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. Who administers your customer systems (such as your Customer Success platform, CRM, or support desk)?

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

CustomerSuccessBox

DECEMBER 20, 2018

SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018. So how do you decide whether SaaS customer success is right for you or not?

Customer Success 66

Customer Success Effort Score Customers Analytics 66

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics. Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Gainsight

OCTOBER 19, 2018

All over the world, companies are using data science to cultivate a healthy customer base. Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies. Does your team have challenges identifying problem areas in your customer data?

Customer Success 100

Customer Success Data Strategy Analysis 100

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire.

Customer Success 40

Customer Success Self Service Effort Score Customers 40

ProProfs Chat

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Probably not! Did you know?

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

InboxAI

FEBRUARY 14, 2018

If you work in customer success, we know you love your customers. You like having this long-term partnership with your customers. Many CSMs told us , that they feel best when they have helped a customer get value. All of our customer interactions (in and outbound) are automatically logged in Salesforce.

Customer Success 51

Customer Success Effort Score Sports Customers 51

ChurnZero

OCTOBER 22, 2020

If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. This article will cover the reasons to give pause before undertaking the complex development of a Customer Success platform. . When it comes to customer retention, there’s business-altering revenue at risk.

Software 59

Software Customer Success CRM Customer Retention 59

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling.

Customer Success 45

Customer Success Customer Journeys Study Effort Score 45

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. Vanessa Hannay , Director of Customer Success, Muck Rack . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. This often means your customer success team’s impact on the company’s growth.

Customer Success 67

Customer Success Chief Customer Officer How To Metrics 67

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model. Q&A Recap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. This means your customer success team’s impact on the company’s growth.

Customer Success 56

Customer Success Chief Customer Officer Metrics Effort Score 56

Totango

MARCH 10, 2020

In the case of your customers, it’s most evident in their loyalty. Happy customers stay, unhappy customers leave. Since enduring customer loyalty generates repeat renewals that are the lifeblood of subscription services, it’s critical to keep customers happy. Customer Experience as Value.

Tips 93

Tips Customer Experience Effort Score Loyalty 93

Gainsight

AUGUST 11, 2021

An industry luminary, he is respected for his business insights that directly impact customer success. Productivity Zone: customer success ‘lives’ in this zone, along with IT, marketing, and human resources. As a result, customer success in the Productivity Zone was nothing more than another system.

Customer Success 40

Customer Success System NPS Transportation 40

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Gainsight

JULY 15, 2022

As the era of “cheap money” comes to a close, many SaaS leaders are acting swiftly and decisively as they plan for accompanying declines in new-customer sales. The new status quo: durable, efficient growth driven by metrics such as net retention rate (NRR), customer acquisition cost (CAC), and free cash flow (FCF) margins.

Effort Score 59

Effort Score Metrics B2B Customer Success 59

Team Support

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

delighted

JULY 13, 2022

If so, you’ve experienced customer loyalty. And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to make it right – and in turn, that earned your loyalty even more.

Loyalty 88

Loyalty Measurement Customer Experience Net Promoter Score 88

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. Establishing Customer Status and Goals.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

Retently

MARCH 11, 2024

By shedding light on attendee expectations and experiences, these surveys offer invaluable insights, from gauging the impact of your marketing efforts to assessing the program’s appeal. They present participants with a predefined selection of answers, making it easier to categorize and analyze feedback on a broad scale.

Survey 119

Survey Analysis Feedback Effort Score 119

Gainsight

APRIL 18, 2022

Customer health dashboards are one of the critical keys to durable revenue growth. At its heart, a good dashboard can summarize tens or hundreds or even thousands of metrics on customer experience into one simple, impactful snapshot of sentiment and behavior. It can tell you which customers are likely to expand, retain, or churn.

Effort Score 52

Effort Score Sports Analysis Groups 52