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

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. What to Do When a Customer Ghosts You. Try these three tips: Incentivize with a Treat. If a customer appears to be ghosting you, it’s time to launch this plan.

Customer Success 90

Customer Success How To Metrics Effort Score 90

ClientSuccess

JUNE 8, 2022

As a modern customer success professional, you probably read all the books on delivering incredible customer experiences, follow all the thought leaders on LinkedIn who share tips and tricks on daily customer engagement, and check your favorite blogs regularly to stay up-to-date on industry trends.

Tips 52

Tips Return on Investment Effort Score Customer Retention 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter?

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Retently

AUGUST 29, 2018

You’ve built a great product, perfected your customer acquisition process and even started to poll your clients to learn more about what they think of you. There’s only one problem: the Net Promoter Score ® and feedback you received wasn’t as good as you expected. Reach out to customers personally. Offer a bulletproof guarantee.

Net Promoter Score 160

Net Promoter Score Tips Customer Service NPS 160

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. What to Do When a Customer Ghosts You. Try these three tips: Incentivize with a Treat. If a customer appears to be ghosting you, it’s time to launch this plan.

Customer Success 71

Customer Success How To Metrics Effort Score 71

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

ChurnZero

AUGUST 31, 2021

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.

Customer Success 52

Customer Success Net Promoter Score Self Service Customer Retention 52

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. What to Do When a Customer Ghosts You. Try these three tips: Incentivize with a Treat. If a customer appears to be ghosting you, it’s time to launch this plan.

Customer Success 62

Customer Success How To Metrics Effort Score 62

BirdEye

AUGUST 3, 2023

Imagine a world where every customer leaves your store, feeling satisfied and eager to return. However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Table of contents What is the customer satisfaction score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

GetFeedback

FEBRUARY 14, 2019

Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. The real hard part is measuring your live chat’s success. These metrics, which we retrieve through our post-chat surveys , allow us to gauge our customers’ individual experiences with our team.

Metrics 186

Metrics Measurement Effort Score Survey 186

CustomerSuccessBox

JUNE 7, 2021

Efforts made to stop churn today could make or break your business performance for the upcoming years. You need to know what your customers want and need. The success of your business is directly proportional to the success of your customer. Alternatives to Customer Success platform.

Customer Success 52

Customer Success Effort Score Exceptional Customer Service B2B 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

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

NobelBiz

FEBRUARY 21, 2023

An excellent customer service strategy separates your call center from the competition by providing a difficult-to-replicate intangible competitive edge. A confident consumer who trusts in their product or service selection will be more likely to promote it to others if they receive excellent customer service from your business.

Customer Service Strategies 52

Customer Service Strategies Tips Strategy Customer Service 52

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

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

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

CustomerSuccessBox

SEPTEMBER 15, 2021

As the CEO of your company, there may come a situation where you need to implement customer success. You have two options- in-house customer success or outsourcing customer success. With customer success being a new function and companies not prepared for it, outsourcing might seem like a wise decision.

Customer Success 52

Customer Success B2B Net Promoter Score Competitive Advantage 52

CSM Practice

SEPTEMBER 15, 2019

All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to driving long-term customer lifetime value through various processes and operations.

Customer Success 45

Customer Success Company Effort Score Customers 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

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Ensure your VoC program is set up for success. Ensure your VoC program is set up for success.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

AskNicely

AUGUST 27, 2018

G rowth is a team effort. But the customer success team should be included. Here’s why: Growth is easier and less expensive if you can create customer advocacy and retention. Click here to read: Customer Feedback is Your Competitive Advantage). You might just earn a customer for life. The Book of NPS.

Net Promoter Score 150

Net Promoter Score NPS Effort Score Competitive Advantage 150

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

ClientSuccess

SEPTEMBER 26, 2019

Your customers are the lifeblood of your business. But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. Provide benefits to loyal customers.

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

Amity

MARCH 27, 2017

SaaS Tattler Issues 102: Empowering One Another - Marketing and Customer Success. We often talk about Sales and Customer Success alignment, but there are endless opportunities for Marketing to work with Customer Success at different customer lifecycle stages.

Customer Success 48

Customer Success Marketing Case Study Conference 48

Gainsight

APRIL 14, 2022

One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. Quick Level Set: What Customer Success Is, and Isn’t.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

SurveySensum

DECEMBER 6, 2023

Imagine your business as a vibrant garden, with customers as the colorful blooms. But, here’s the thing – how do you ensure your garden is thriving? — Enter the Customer Health Score – the secret sauce that successful businesses swear by. With customer feedback ! What is a Customer Health Score?

Effort Score 52

Effort Score Metrics Customer Satisfaction System 52

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. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

Customer Success 45

Customer Success Customer Journeys Study Effort Score 45

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? Business 2 Community) Are you interested in getting a customer service job?

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

Kustomer

MARCH 3, 2022

In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Hunter Schoettle from PatientPop to uncover the four secrets to transforming the customer experience. PatientPop offers customer support to private healthcare practices and Hunter’s team is able to handle every aspect of CX with these four helpful tips.

Tips 59

Tips Customer Experience Healthcare Data 59

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You can now view the webinar on-demand here.

Customer Success 61

Customer Success NPS Customer Retention Financial 61

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

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

CSM Practice

SEPTEMBER 19, 2017

When we approach addressing this question, we should ask ourselves is the CSM team mainly focused on high-touch or are you looking to also scale the efforts that are already working efficiently for our high-touch engagement model and proliferate that to the SMB client segment. Scaling Customer Success for the SMB client segment.

Customer Success 49

Customer Success How To Self Service Effort Score 49