Retently

MARCH 5, 2024

Mastering Gratitude: “Thank You for Your Feedback” Believe it or not, two simple words – “Thank you” – can work wonders in the business world, especially when responding to customer feedback. Crafting responses that take into account the voice of the customer requires a thoughtful approach.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

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. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

ChurnZero

JULY 2, 2020

What processes should be put in place to drive customer engagement and adoption. What data can be leveraged to get a 360-degree view of your customer. How to understand if your organization is successful in your customer first efforts. Q&A Recap: Speakers: Abby Hammer, Chief Customer Officer, ChurnZero.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

Retently

JULY 28, 2019

Almost any business process improvement can be stripped down to a pretty simple formula: achieve more with less time and effort. However, this is not just about winning time back in your day, at least when it comes to customer experience. Or, you could send automated conversation starters to customers who leave no text feedback.

Feedback 103

Feedback Effort Score Survey NPS 103

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. The Cycle of Customer Success. Customer Journey.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

inSided

OCTOBER 1, 2022

According to Alex Farmer, VP of Customer Success at Cognite, the first step on your community roadmap should be to unify all of the one-to-many events and content in one place. For the Cognite hub, that included: New customer welcome pack : what to expect, CS team plan in first 30 days, access to onboarding documents.

Case Study 52

Case Study Effort Score Customer Journeys Study 52

Amity

FEBRUARY 10, 2017

Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the customer at the heart of its work throughout its evolution. How did you get started in Customer Success?

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Wootric CX Blog

DECEMBER 16, 2020

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. What is Net Promoter Score? NPS is a metric designed to measure customer experience. Then, customers are asked to explain in their own words why they chose the score they did.

Net Promoter Score 52

Net Promoter Score Customer Retention How To NPS 52

Wootric CX Blog

MARCH 1, 2020

An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts. The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Upgrade the NPS program.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Metrics Sales 0

Wootric

AUGUST 29, 2018

“Customers with the best past experiences have a 74% chance of remaining a member for at least another year.” — Harvard Business Review. Plus, qualitative customer research leads to making data-informed decisions that streamline product management, ensure customer success, and make marketing and sales far more efficient.

Net Promoter Score 65

Net Promoter Score Effort Score NPS Survey 65

Retently

AUGUST 26, 2019

Even if you have a whole team handling it, it would still take too much time and effort – resources that could be better spent on a different area of your business. Sure, some people might send you direct messages on social media, making things a bit easier, but not all customers will do that. CSAT (Customer Satisfaction Score).

Feedback 94

Feedback Social Media Effort Score Net Promoter Score 94

Wootric CX Blog

AUGUST 31, 2020

CX Operations, or CXOps, is all about the systems, automation, and lines of communication that make possible a unified, cross-functional, customer journey approach to improving customer experience. Do you need a CX Operations manager dedicated to this effort? Net Promoter Score (NPS). Customer Success.

Management 52

Management Customer Journeys Effort Score Touchpoint 52

ClearAction

AUGUST 6, 2019

Customer insights from CRM and the Sales team inform the rest of Marketing about what customers want to know and learn about. In turn, processes are in place to make sure field events deliver this, tailored by customer persona. Their work is guided by unified customer profiles, at aggregate and individual customer levels.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

ProProfs Chat

SEPTEMBER 13, 2019

Let’s see what are the elements of an outstanding SaaS customer service strategy and customer support in a SaaS model are: ?? Onboard your customers and teach how they can use your product to: save your time and effort, . Metrics will help you to set and track your SaaS customer service goals. First response time.

Customer Service 55

Customer Service Omni-Channel Net Promoter Score Knowledge Base 55

Pointillist

JULY 25, 2018

The key lies in selecting the right metrics and KPIs to monitor and improve, based on the insights generated by your customer journey analytics platform. Pick a mix of financial, customer and operational metrics. Thinking in Events The fundamental data type for customer journey analytics is the event.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

Kustomer

AUGUST 19, 2021

When CX has the backing of the C-Suite, it creates a company culture that keeps the customer in mind through every business decision, no matter how big or small. One way leaders can win this backing is through sharing customer success stories with the higher ups, which adds value to your CX team ’s efforts. “I

Culture 98

Culture Chief Customer Officer NPS B2B 98

Kustomer

APRIL 28, 2022

It’s common for leaders to get overwhelmed when faced with the challenges of carving their desired customer journey and recognizing customer pain points along the way. It’s about together, we are delivering a customer experience, whatever that may mean for your business. What do we do? We have metrics.

Customer Journeys 97

Customer Journeys Management Roadmap Groups 97

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JANUARY 17, 2020

If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. With so many tools at your disposal, it can be challenging to determine how to best leverage a Customer Success platform and hit the ground running. On Staying Organized .

Tips 72

Tips Metrics Customer Success Effort Score 72

SmartKarrot

SEPTEMBER 23, 2020

If you’ve landed on this page then I assume you have grown over the traditional ways of executing customer success. Most of the CSMs try various options before they finally realize the need for customer success software for SaaS. Customer success has evolved from many other disciplines. by the year 2024.

Software 11

Software Customer Success Effort Score Metrics 11

Gainsight

OCTOBER 6, 2022

Here’s a look at four durable growth plays that we unpacked at our quarterly product launch event Evolve , and the new features we rolled out to help you achieve them. . Customer success managers (CSMs) who are keeping up with the times know that they need to forge alliances with their Product teams. Grow through your product.

Strategy 52

Strategy Self Service Effort Score Roadmap 52