ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ClientSuccess

MARCH 22, 2022

NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. While NPS surveys are one question and, for this reason, attractive to customer success teams and customers alike, sometimes users may have more feedback that could be of use. Keep in mind.

NPS 79

NPS Survey Tips Customer Success 79

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight has a terrific platform.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

AskNicely

MARCH 8, 2018

In case you missed it, the age of the customer has arrived with no plans of leaving us anytime soon. This means, not only is the customer always right, but the customer is always on. Customer Obsession as a Growth Strategy. In fact, customer obsession is now both non-negotiable and a recipe for growth.

Net Promoter Score 150

Net Promoter Score Competitive Advantage NPS B2B 150

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. In a sense, that’s what business is all about.

Metrics 52

Metrics Customer Success Net Promoter Score Company 52

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset. Overall customer health.

Customer Success 52

Customer Success Marketing Net Promoter Score Case Study 52

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

Amity

DECEMBER 12, 2017

The day-to-day life of Customer Success professionals can get pretty hectic. The playlist below takes you through key questions Customer Success teams face. The playlist below takes you through key questions Customer Success teams face. Building a Robust Customer Success Program.

Customer Success 67

Customer Success Net Promoter Score Effort Score Trends 67

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

SmartKarrot

APRIL 25, 2023

Role: Vice President of Customer Success Location: Englewood, CO, United States (Remote) Organization: WOW! Internet, Cable & Phone As a Vice President of Customer Success, you’ll by using customer journey mapping and creating standardised interventions for each stage of the trip, define and optimise the customer lifetime.

Customer Success 19

Customer Success Net Promoter Score Customer Journeys Roadmap 19

SurveyGizmo

NOVEMBER 5, 2021

Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

CSM Practice

FEBRUARY 8, 2023

So, how can SaaS platforms nurture customer loyalty, attract new subscribers, and maintain reliable revenue streams? One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. To optimize your offering, you’ll need to dig a little deeper.

Metrics 52

Metrics Net Promoter Score Advertising Customer Success 52

AskNicely

OCTOBER 10, 2017

One of the many great things about Net Promoter Score (NPS) is that it takes next to no time to get started. If your answer is something along the lines of “we want to use NPS to find out how customers think so we can improve our service, get more referrals and maximize customer value”, then you’re on the right track.

NPS 150

NPS Net Promoter Score Survey Ecommerce 150

ProProfs Chat

SEPTEMBER 27, 2019

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service. 1 For Effective Ticket Management. Real-life Example.

Omni-Channel 70

Omni-Channel Software Customer Success Social Media 70

Amity

SEPTEMBER 28, 2016

Customer Success is a relatively nascent term, having emerged as a more critical role with the shift in focus towards customer engagement and satisfaction by SaaS companies. Base Salary: In my opinion, this strategy does not align your CSM with their goals or the Customer Success team’s goals.

Customer Success 48

Customer Success Net Promoter Score ROI Customers 48

ChurnZero

JULY 2, 2019

Summer is Here – Bring on the Customer Success Interns! As you see these ambitious young people in other departments in your organization, like sales or marketing, you might be asking yourself if it would be a good idea to bring on an intern to help with your Customer Success efforts, and we think it is.

Customer Success 40

Customer Success Net Promoter Score NPS Effort Score 40

ChurnZero

AUGUST 30, 2019

Top 10 Customer Success Takeaways from SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Respect Your Customer. Rules have changed in #saas Respect your customer. “Get a customer on a monthly deal? saastrscale.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

Feedbackly

DECEMBER 2, 2022

The ever-evolving customer expectations shape how brands create and present their buying journey. CX metrics have helped brands understand their customers and improve their customer journey accordingly. In the 1990s, the hallmark of fabulous customer experience was pinned to a great product or service.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

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

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Gainsight

APRIL 30, 2019

Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). Net Promoter Score (NPS). Customer Acquisition Cost (CAC). Some companies use the Average Page View count to get an overview of customer engagement. Customer Retention Rate. Customer Satisfaction Score (CSAT).

Metrics 65

Metrics Net Promoter Score Management How To 65

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Never get ghosted by a customer again. If you missed the webinar, you can watch it on-demand.

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

SurveyGizmo

DECEMBER 13, 2019

When you look at the customer-service revolution, putting the changes into perspective lets you see how far we have come in the past 20 years. It is hard to imagine a worse way to show your customers you are listening. And customer data? Just 20 years ago, we were still using the trusty old comment or suggestion box.

Feedback 58

Feedback Net Promoter Score Effort Score NPS 58

Totango

SEPTEMBER 15, 2020

Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Track and Analyze Your Engagements.

Communication 69

Communication Engagement Net Promoter Score Competitive Advantage 69

ChurnZero

MARCH 29, 2019

So, even if you are working hand in glove with a client on a regular basis, the formal customer survey can be deployed to great effect, garnering answers you never thought about, and identifying pain points or positive reactions that your clients may not have revealed to you otherwise. Checking in on customer service objectives?

B2B 73

B2B Survey Net Promoter Score Effort Score 73

ChurnZero

FEBRUARY 14, 2020

6 Ways to Spread the Customer Love. All of this to say, from the bottom of our hearts, we love our customers; therefore, we promise to never send you chalky candy on Valentine’s Day. Now, read on to discover how to spread love among your customers and receive it in return. Finding Loyalty in a Hopeless Place. Welcome Packages.

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

ClientSuccess

OCTOBER 8, 2019

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. 1: Customer Retention Rate.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ChurnZero

JANUARY 20, 2022

As a Customer Success leader, you know you should invest more time and resources into planning and executing the long-term initiatives your team needs to scale. Rod Cherkas, CEO of HelloCCO, joined us for a webinar to share his approach to ensure your Customer Success team stays ahead of your company’s growth.

Sales 52

Sales How To Net Promoter Score Metrics 52

Totango

OCTOBER 22, 2020

When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape. Additionally, monitoring customers who haven’t logged any tickets in awhile can also indicate there is a problem ahead.

Management 64

Management Net Promoter Score Effort Score Software 64

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

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? Your customers feel the same way. A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates. You will continue using it, right?

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52