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

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

ClientSuccess

MAY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

Retently

OCTOBER 1, 2018

Not only will key decision makers have an easier time focusing on customers, but a customer journey map will also help you make each step of the buying experience much more convenient for your leads. Consumer demands and behaviors can also influence your customer journey map. Also, it helps you improve all touchpoints.

Customer Journeys 107

Customer Journeys Touchpoint Social Media How To 107

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 116

Innovation Customer Success NPS Touchpoint 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. Where do you start?

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

natero

SEPTEMBER 26, 2016

The last eighteen months at DocSend have allowed us to experiment and standardize different proactive customer touchpoints. And some part of that is due to the “push” system we’ve built that’s codified the individual customer touchpoints based on where our customers are in their lifecycle with DocSend.

System 87

System Examples Customer Success Touchpoint 87

CustomerSuccessBox

MARCH 17, 2022

You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. Customer Success playbooks are one approach to accomplish this.

Customer Success 52

Customer Success Customer Journeys Customers Touchpoint 52

CustomerSuccessBox

MARCH 10, 2022

Customer Success, as a function, is evolving fast. You might notice as a customer success manager that you’re spreading yourself too thin trying to take care of all of your customers at some point. Scaling entails accomplishing more with fewer customer success managers. Where’s the Human Touch?

Customer Success 52

Customer Success Software Touchpoint Effort Score 52

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

CustomerSuccessBox

FEBRUARY 7, 2022

And it calls for customer success software which is a higher version of customer relationship management software – CRM, that is curated to gauge specific goals of driving success, and especially to cater to SaaS businesses. Brief on customer success management software. Sales Activities.

Software 52

Software Customer Success Management CRM 52

ChurnZero

SEPTEMBER 4, 2020

You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Instead trigger your outreach based on the customer’s actions (or lack thereof). .

Customer Success 87

Customer Success Engagement e-support Tips 87

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

CustomerSuccessBox

MARCH 9, 2022

One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. According to a research study, 20% of the SaaS companies, especially small to midsize companies, often depend on their CRM to administer all customer life cycle tasks which do not suffice their Customer Success function.

CRM 52

CRM Customer Success Customer Relationship Management Touchpoint 52

CX Accelerator

FEBRUARY 12, 2018

And, survey fatigue and other reasons pop up as to why customers are not providing feedback. So… What can companies do to improve their voice of the customer success? Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are. Inform customers on how you plan to use the feedback.

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

CustomerSuccessBox

JUNE 13, 2022

All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Customers Leadership Sales 52

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

Totango

FEBRUARY 6, 2020

Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future.

Customer Success 92

Customer Success Strategy Customer Centricity Effort Score 92

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Why is Automation important to scale Customer Success? Especially if you’ve thousands of customers. Managing your customers and their success path as a SaaS company is a meticulous process.

Customer Success 52

Customer Success Poor Customer Service Resources Customers 52

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 72

Customer Success Management Metrics Customer Journeys 72

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

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

Answer Dash

JANUARY 8, 2020

(This article is published by the written consent of Custify ) If you’ve spent any time reading about customer success (CS), you’ve probably noticed that it emphasizes crafting positive customer experiences. Read any content about the field of customer experience (CX) and you’ll see the same. So what separates the two?

Customer Success 67

Customer Success Customer Experience Customer Centricity Touchpoint 67

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Examples 93

Examples Feedback Strategy NPS 93

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

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 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Q&A Recap.

Customer Success 98

Customer Success Effort Score Tools Self Service 98

CustomerSuccessBox

MARCH 27, 2019

Customer Success, at its core, helps customers achieve their goals by maximising the value from a product. It doesn’t matter how many customers you are signing up every month! What matters is that of the customers who had signed up, how many renewed their contracts. Segment the customers.

Customer Success 66

Customer Success How To Resources Customers 66

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

CustomerSuccessBox

AUGUST 29, 2021

For example, this can be a major feature challenge that your customer is facing. Additional Read: How can Customer Segmentation drive Customer Success. What is Data-Driven Customer Success. Planning and customer segmentation is what data-driven Customer Success(CS) at the Team level is concerned with.

Tools 52

Tools Analytics Customer Success Data 52

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. The GTM team uses these insights to determine the best way to work together to set customers up for success and future growth.

Sales 92

Sales NPS Customer Journeys Customer Success 92

Totango

FEBRUARY 6, 2020

Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future.

Customer Success 62

Customer Success Strategy Customer Centricity Effort Score 62

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journeys 113

Customer Journeys Touchpoint Software Customers 113

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

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

Experience Investigators by 360Connext

OCTOBER 27, 2020

The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. This feedback could provide clues about where customers want you to listen more.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359