Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. How does that help you better forecast opportunities for expansion, preemptively identify and proactively address risk, or shape the roadmap?”

Tips 83

Tips Net Promoter Score Metrics NPS 83

ChurnZero

APRIL 27, 2023

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. How many customers will the feature affect? Click the image to enlarge.)

Customer Success 52

Customer Success Management Meeting Roadmap 52

Gainsight

MARCH 22, 2022

Sales and Marketing is to new customer bookings as Product Management and Customer Success (CS) is to the customer experience. Successful CS organizations should be well aligned with the PM organization. Customers that achieve their business outcomes are more likely to continue to renew and expand.

Customer Success 52

Customer Success Management Roadmap Communication 52

Gainsight

AUGUST 22, 2021

By placing your product at the center of your growth strategy, your team can boost customer satisfaction, increase renewals, and lower acquisition costs. We’ve picked out five tips to help you create a best-in-class product-led growth strategy quickly and easily. Here are five tips to keep in mind: 1. Sound like a lot of work?

Tips 52

Tips Strategy Roadmap Net Promoter Score 52

ChurnZero

APRIL 22, 2022

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. this October.

Customer Success 52

Customer Success Roadmap Conference Feedback 52

Wootric CX Blog

APRIL 7, 2020

Jay Nathan, Founder and Managing Director of Customer Imperative , was taken by surprise with his first cancellation: “The first major cancellation I received after taking responsibility for retention was like a gut-punch – no warning.” This happened back when he was SVP of Customer Success at an early stage SaaS company.

Customer Success 72

Customer Success Roadmap Customer Retention Feedback 72

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Company Management Roadmap 59

Lithium

APRIL 2, 2024

Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

Roadmap 52

Roadmap Metrics CRM Resources 52

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Self Service 52

Self Service How To Roadmap ROI 52

Gainsight

NOVEMBER 16, 2021

With a few tips and tricks guiding the way, you can create your own product-led flywheel that starts pumping out growth faster and faster. . You can start by using surveys and customer feedback loops to develop different user segments. Become a product-led success master. We’re talking about the product-led flywheel.

Tips 52

Tips Handbook Analytics User Experience 52

Gainsight

AUGUST 23, 2021

Outline: Intro: Overviews the challenge product managers face as they gather feedback from different groups and stakeholders. Explains how it can be difficult to set feature priorities for product roadmaps. Describes why it’s important to creating an effective product roadmap. How to Prioritize Features on Your Product Roadmap.

Data 52

Data Roadmap How To Tips 52

Gainsight

APRIL 23, 2019

These tips are just a taste of the product experience best practices that will be shared at Pulse 2019. Tip #1: Build a self-sufficient team. Tip #2: Inventory requests for easier product roadmap planning. Sometimes planning your product roadmap can feel like a giant game of tug-of-war. What is Pulse 2019?

Tips 49

Tips Management Roadmap Conference 49

Education Services Group

AUGUST 10, 2020

Partner Success programs are relatively new to the Customer Success world. Customer Success evolved out of the need for more dynamic, forward-thinking relationships with customers who purchase these subscriptions. Partner Success is all about teamwork. What’s in it for them?

Tips 52

Tips Customer Success Roadmap Communication 52

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). Tip 1: Think Like a Human Resources Manager.

Tips 58

Tips Metrics Customer Success Training 58

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

APRIL 21, 2022

As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Creating a Product Roadmap? Product Experience: A Key Driver Of Your Customer Success Journey. Product Experience .

Resources 52

Resources Handbook eBook Government 52

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Pro-Tip: If you want to skip right to the good stuff, register for a live demo of Gainsight PX. Users are able to report bugs, request features, or just provide general feedback.

Case Study 89

Case Study Roadmap Study Feedback 89

Gainsight

OCTOBER 28, 2021

Here are a few tips to help you determine product-market fit and grow your product: . Perfect the first mile of your product roadmap. When you’re building a solution to reach product-market fit, it’s important to focus on the first mile of your product roadmap. How do you determine market fit and grow your product?

Marketing 52

Marketing Roadmap Metrics Measurement 52

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. This group of people is called Customer Success.

Customer Success 58

Customer Success Metrics e-support Customers 58

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. This is linked to a) the kind of solution you offer, b) your product roadmap, c) your customer success program, and d) your user experience.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Totango

MARCH 12, 2019

It’s a critical time that can either cement loyalty or lead to customer churn. The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Provide a means for customers to give feedback.

Roadmap 80

Roadmap Software Fashion Comparison 80

Gainsight

SEPTEMBER 1, 2021

For product managers and leaders, that means you have a guiding light to craft a product roadmap and nail down priorities. Happier Customers : Because product-led growth focuses on the customer experience, it automatically aligns your strategy with user and customer needs. Construct rock-solid customer feedback loops.

User Experience 52

User Experience Roadmap Strategy Tips 52

Gainsight

MAY 4, 2023

With the rise of Subscription-based companies came a new business model founded on the idea of proactively supporting customers to achieve success. In the new world, we focus on the scale a community brings to your customer journey, your Customer Success content, your plays, and courses.

Self Service 52

Self Service How To Effort Score B2C 52

Centercode

DECEMBER 22, 2020

How Defined Processes Are Shaping Success in 2020 (Blog). This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success. 5 Beta Program Tips to Live By from Industry Superstars (Blog). Engaging Testers. The Tester Engagement Pocket Map.

eBook 75

eBook Case Study ROI Roadmap 75

Gainsight

JANUARY 8, 2021

Recently, Jackie Chevallier, Senior Product Manager for Adobe Audience Manager, and Connor Hatfield, Senior Customer Marketing Adoption Specialist at Adobe, sat with Gainsight’s Harshi Banka, Customer Success Director, Gainsight PX Team. Product adoption and customer success are core pillars of her role.

Sports 52

Sports Effort Score Tips Analytics 52

CustomerSuccessBox

SEPTEMBER 4, 2019

A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). In case, you are planning to switch to Customer Success and wonder how we truck through our day, here’s a little glimpse.

How To 78

How To Roadmap Customer Success Training 78

ChurnZero

JULY 31, 2020

As you can imagine, this kind of a detailed, concise, and transparent onboarding roadmap motivates users to complete the process instead of ‘abandoning’ it mid-way. Offer Real-Time Support for Boosting your Rate of Return Customers. Collect ‘Customer Feedback’ on an Ongoing Basis.

Customer Experience 64

Customer Experience Customer Retention Feedback Customers 64

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Amity

DECEMBER 7, 2016

Quarterly or Executive Business Reviews are an essential part of every Customer Success Manager's life. QBRs are your one chance to demonstrate your value to your customer, and it's an amazing opportunity to build trusting and long-lasting relationships. • The Best of Customer Success Today.

How To 48

How To Roadmap Tips Feedback 48

Happy or Not

MARCH 28, 2022

In this second part, we’ll discuss when, where, how and what to measure, so that you get meaningful insights to improve customer satisfaction. . When – ask for feedback at the right time. For example, our clients enjoy on average around 30% less unhappy customers after their first 12 months using the HappyOrNot solution. .

Measurement 69

Measurement Customer Experience Customer Journeys How To 69

Gainsight

MAY 13, 2020

Product innovation – it is something that is most certainly at the tip of the tongue of every product executive. Most strive for it, build roadmaps around it, and even sell it to prospective buyers. . One, we love our customers and dedicate a large percentage of our roadmap towards helping them achieve more with Gainsight.

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

Lithium

DECEMBER 28, 2020

Listening to how brands are addressing their challenges revealed a universal truth: You can’t solve today’s problems, let alone tomorrow’s, using tools and tips from the past. Each of the upcoming innovations serve the same purpose of helping brands bridge the connection crisis to deliver a unified customer experience. Harris, PH.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

SmartKarrot

MAY 27, 2020

In the customer-focused era over the globe, every other company is giving utter importance to understanding their customers, trying to provide top-notch experience and support through customer success software. Today, the customer holds the card and not the seller. Determine Your Business Requirements.

Software 10

Software Omni-Channel Customer Success Tips 10

Gainsight

APRIL 20, 2020

We don’t have time to call support and wait and our touchpoints with Customer Success need to be extremely efficient. Does your product reduce the need for support and make customer success touchpoints more effective? Making your product and users successful in the new normal. Knowledge Center Bot in Gainsight PX.

How To 52

How To Insurance Touchpoint Roadmap 52

delighted

DECEMBER 7, 2021

Other teams like sales, marketing, and customer success, must also align on the same product-led growth strategies that will ultimately attract and benefit the customer. However, it may take some front-loaded effort to revisit your product roadmap to prioritize product-led growth. Is product-led growth a new concept?

Case Study 79

Case Study B2B Self Service Software 79

Totango

JANUARY 26, 2021

When your product is failing to meet your customers’ goals, your churn analysis may reflect this in different ways depending on the root of the issue. Direct feedback from individual customers can speed up your investigation by pointing you in the right direction. Change in Customer Goals.

Customer Retention 89

Customer Retention e-support Analysis Customers 89

Solvvy

JULY 13, 2022

Automating customer service is creating processes that reduce the work that humans do to provide answers, advice, or assistance to your customers. For example: Customer Self-Service. Instead, choose tools that help your customer support team do more to provide excellent service via streamlined workflows.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90