Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams.

Report 91

Report Trends Customer Success Self Service 91

Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. Let’s dive in.

Customer Success 52

Customer Success How To Self Service Course 52

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Strategy 95

Strategy Net Promoter Score How To Roadmap 95

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. What is a Customer Expansion Strategy ? What is a Customer Expansion Strategy ?

Strategy 98

Strategy Management How To Customer Retention 98

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

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. the “How it Started vs. How it’s Going” meme).

Customer Success 90

Customer Success How To Metrics Effort Score 90

ChurnZero

FEBRUARY 1, 2024

In a world where employee turnover can instantly jeopardize customer renewals and retention, multithreading is an essential churn reduction strategy. How should we approach multithreading at this level in a scalable way? You can also ask your manager to reach out to the manager at the customer organization.

Customer Success 52

Customer Success Strategy CRM Guidelines 52

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. The customer journey can be divided into four main stages.

Customer Success 116

Customer Success How To Metrics Customer Journeys 116

Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small.

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 112

Customer Success Software Customer Satisfaction Feedback 112

Totango

FEBRUARY 14, 2022

Chapman’s original research on this topic was intended for use in romantic relationships, it has since been expanded to apply to any type of relationship – including between an organization and its customers. So, in honor of Valentine’s Day, let’s take a look at how you can apply the five love languages to customer success. .

Customer Success 84

Customer Success How To Gamification Social Media 84

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Resources 98

Resources Customer Success Handbook eBook 98

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . What, why, and how are you going to solve the problem at hand needs to be explained. Customer Success is a rapidly evolving function.

Customer Success 98

Customer Success How To CRM Software 98

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? The CSM perspective: how to encourage the adoption of Customer Success software. So how do we overcome this? That’s okay.

Software 98

Software Customer Success How To CRM 98

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. But as you acquire more customers, you’ll no longer be able to passively manage these lead and brand-building sources. ChurnZero virtual RYG panelists included: Nicole Barker , Head of Customer Success at Conductiv.

Customer Success 96

Customer Success How To Case Study Customers 96

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. the “How it Started vs. How it’s Going” meme).

Customer Success 71

Customer Success How To Metrics Effort Score 71

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 86

Customer Success Tips Customer Journeys Customer Retention 86

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

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

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

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. So it’s complicated for the customer.”

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

Totango

MARCH 13, 2020

Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future. Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place.

Analytics 81

Analytics Customer Success How To Customer Journeys 81

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

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

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

CustomerSuccessBox

JULY 29, 2022

Every step of the way, the ideal customer experience offers seamless, consistently high-quality service. Throughout the customer lifecycle, customers frequently interact with various teams within your business. Defining Customer Success Workflow. A customer success workflow is essential because of this!

Customer Success 52

Customer Success Management How To Customer Journeys 52

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. the “How it Started vs. How it’s Going” meme).

Customer Success 62

Customer Success How To Metrics Effort Score 62

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 72

Customer Success How To Net Promoter Score Financial 72

ClientSuccess

MARCH 25, 2020

And, at the end of the day, nothing provides long-term value like a winning customer success strategy. This post will outline a few ways the right customer success strategy can differentiate your company from competitors. Customers want to stick around. Basically, customers don’t want to churn.

Customer Success 53

Customer Success Strategy Company How To 53

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Gainsight

SEPTEMBER 21, 2022

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. . Here are our top 5 recommendations to empower your CSMs with an efficient, scalable digital-led strategy.

Customer Success 52

Customer Success How To Self Service Case Study 52

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? We’ll discuss these concepts and explain how you can use them to grow your subscription-based business.

Customer Centricity 98

Customer Centricity Strategy How To Customers 98

CustomerSuccessBox

FEBRUARY 2, 2022

Customer Success (CS) and customer experience are often disregarded when firms merge, despite the fact that it is undoubtedly one of the most crucial components of any business. According to Gartner’s research, organizations of the future will compete mostly on customer experience.

Customer Success 52

Customer Success How To System Customers 52