Gainsight

JANUARY 20, 2023

We recently covered how Customer Success (CS) teams can create digital scale at moments of truth during the implementation and adoption phases of the customer lifecycle. Having a strategic success plan in place allows you to chart out the digital touchpoints that can add automation and efficiency in the process.

Customer Success 52

Customer Success Strategy Touchpoint Tips 52

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success NPS Touchpoint 115

InMoment XI

MAY 31, 2022

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship. Customer Cartography: Where to Begin. “We

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

ProProfs Chat

NOVEMBER 9, 2021

Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach. And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A What is Customer Satisfaction?

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Lumoa

FEBRUARY 28, 2023

As you craft your customer feedback strategy, you need to make sure the feedback you receive reflects each stage of the customer journey. However, a robust Voice of the Customer program also uses things like customer conversations, social media, and website behavior as inputs.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

delighted

JULY 13, 2022

In fact, onboarding a new customer is between 5x and 25x more expensive than retaining a customer you already have. . Below, we take a closer look at what customer loyalty is, why it’s important, how to measure customer loyalty, plus our tips for keeping your customers loyal for longer. Net Promoter Score.

Loyalty 84

Loyalty Measurement Customer Experience Net Promoter Score 84

Experience Investigators by 360Connext

DECEMBER 15, 2023

What are the ways you can showcase how the employee experience is reflective (OR not) of your aspirational customer experience? Ask your employees for examples. Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Education Services Group

NOVEMBER 7, 2022

It’s a commonly held concept that Customer Success Operations is Customer Success for the Customer Success team. In earlier stages of Customer Success Maturity , people tend to wear many hats, and operations can get wrapped up in other functions. Their poll found that 60.7%

Customer Success 52

Customer Success CRM Tools System 52

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. For example, the average NPS score in 2021 for the retail sector is 32.9,

NPS 208

NPS Net Promoter Score Industry How To 208

Gainsight

OCTOBER 26, 2022

In theory, customer success (CS) and product teams should be the best of friends, even BFFs. Motivated sales organizations, supported by sturdy CSMs who were seen as “gap fillers” for the product, were usually enough to deliver the customer experiences that drive growth. Rise of the Customer-Centric Mindset.

Customer Success 52

Customer Success Government Customer Centricity Metrics 52

Solvvy

OCTOBER 25, 2022

You can take various approaches to measure customer satisfaction levels. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. What Is the Customer Satisfaction Index?

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Related Article: Improve Your VoC Program: Focus on These 3 Things.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. While it may still be too early to measure the full impact of this strategy, the early indicators are encouraging.

Sales 90

Sales NPS Customer Success Customer Journeys 90

CustomerSuccessBox

MARCH 11, 2019

Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? But there should NOT be only one customer onboarding process.

Metrics 88

Metrics Measurement Company Effort Score 88

Totango

DECEMBER 3, 2019

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. What Do Customer Success Managers Do?

Customer Success 71

Customer Success Management Metrics Customer Journeys 71

Totango

DECEMBER 17, 2019

Keeping track of all of these engagements can be daunting, but effective communication and making customer information transparent and accessible throughout the company ensures an excellent experience. As such, you need to develop an intelligent customer success workflow that will streamline, standardize, and support CS efforts. .

Customer Success 62

Customer Success Effort Score Guidelines Voice of Customer 62

Lumoa

JUNE 30, 2022

For example: What do we do to promote the customer experience? And while this is a great place to start, mastering how to sell customer experience is not a trivial task. Many people assume that customer experience refers to support tickets. How do you establish that customer experience brings a great return on investment?

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Education Services Group

JANUARY 8, 2021

I’ve compiled seven Customer Success goals to kick-start your CS prosperity and expansion in 2021. I will…love my customers. There is a lot of work to be done, especially if you are in the early stages of the Customer Success Maturity Model. What commitments will you make in the new year?

Customer Success 52

Customer Success Exercises Strategy Customers 52

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Retently

DECEMBER 17, 2018

Well, that’s where Customer Effort Score comes into play. What Is Customer Effort Score? for example). For example, you should always send out a CES survey after a customer signs up for a free trial or finishes the onboarding period. Right After a Client’s Interaction with Customer Service. CES Survey Types.

Effort Score 81

Effort Score Measurement Net Promoter Score How To 81

Retently

JULY 28, 2023

A short definition of the CXO position describes it as being responsible for managing the business relationship with its customers throughout the entire customer experience journey. Motivates the Frontline Employees When employees are happy and motivated, customers are satisfied.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Gainsight

APRIL 2, 2021

I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds. She was a field Customer Success manager with over ten years in CS. When Kari began there, the function of Ops was called “Customer Success Scaled Operations.”

Customer Success 52

Customer Success Effort Score Sales System 52

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 142

Customer Journeys Survey Effort Score NPS 142

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). A Customer Success CoE centralizes the knowledge and expertise of CS and distributes it across the enterprise. We believe that’s about to change.

Customer Success 52

Customer Success Metrics Analytics Guidelines 52

Gainsight

DECEMBER 20, 2022

For SaaS organizations, that means it’s becoming table stakes to invest in product-led growth (PLG) and operationalize customer success (CS) with digital touchpoints. But how does a company scale without sacrificing the customer experience? Enter digital customer success. Source: Growth Molecules.

Self Service 52

Self Service Touchpoint Customer Journeys Customer Success 52

Feedbackly

FEBRUARY 2, 2023

Understanding your customer emotions The emotional experience delivered by a business influences how customers perceive the brand. Tracking and measuring customer emotions is a good way to understand if customers regard your business positively or negatively.

Abandon Rate 98

Abandon Rate Touchpoint Customer Journeys NPS 98

Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. As the SaaS industry evolves and gets more sophisticated, so do customer and user journeys along these touch points. Customer journeys encompass everything with an overall account.

How To 52

How To NPS Effort Score Touchpoint 52

Totango

JUNE 1, 2021

Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data.

Customer Insights 69

Customer Insights Software How To Touchpoint 69

ChurnZero

JUNE 12, 2020

Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. As Customer Success teams continue to mature, and their need to scale and automate grows , having their own operations roles will become evermore essential and prevalent.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

Feedbackly

NOVEMBER 17, 2022

Emotional Value Index is a relatively new yet more powerful KPI geared toward measuring emotional experience. It can be used to track, measure, and analyze customer engagement throughout the customer journey. Data shows that EVI® has a 3x bigger impact on growth in loyalty and customer retention compared to NPS.

NPS 98

NPS Net Promoter Score How To Touchpoint 98

Gainsight

JANUARY 18, 2024

Think about the entire customer journey and the touchpoints along the way. With each customer touchpoint, you’re instilling your voice and brand into a customer’s experience with your product and service. These moments define whether or not the measure of success is reached.

Touchpoint 52

Touchpoint Advertising Study Customer Journeys 52

ChurnZero

NOVEMBER 30, 2021

When applied to the field of Customer Success and Customer Success skills , it means possessing skills that aren’t too technical, but also aren’t too service-oriented. This can be more difficult than it sounds, especially with the recent evolution of Customer Success. They should hit a happy medium.

Customer Success 52

Customer Success Customers Metrics Management 52

Experience Investigators by 360Connext

JULY 12, 2022

Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Related Article: Improve Your VoC Program: Focus on These 3 Things.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

CX University

MARCH 18, 2024

From personalized product recommendations and tailored marketing messages to customized pricing and individualized customer service interactions, hyper-personalization enables businesses to deliver seamless and engaging experiences across all touchpoints. This approach significantly improved customer engagement and loyalty.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

ChurnZero

JULY 1, 2022

Customer Success operations is a necessity, not a luxury. It’s the best form of self-care you can give your CSMs who are maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades. We’re measuring the CSM effect, but also the customer effect.

Customer Success 52

Customer Success Customers NPS Metrics 52

ChurnZero

JULY 1, 2022

Nina: “It’s all about supporting our CSMs and making sure they’ve got everything they need—data, clear processes, workflows—so they can focus on their mission, which is to make their customers successful so they can reach their business goals. We’re measuring the CSM effect, but also the customer effect.

Customer Success 52

Customer Success Customers NPS Metrics 52