Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 104

Customer Success Tips Chief Customer Officer Leadership 104

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Onboarding.

Customer Retention 102

Customer Retention Software Customer Success CRM 102

ClientSuccess

MARCH 8, 2023

Thank the customer for their business and for bringing their issue to your attention. Let them know you appreciate their feedback and are committed to providing the best possible experience. A little bit of gratitude can go a long way in building a loyal customer base.

Customer Success 79

Customer Success Tips eBook Roadmap 79

ClientSuccess

APRIL 4, 2019

ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. David will share his thoughts on how to scale your team and organization with product-led customer success.

Customer Success 46

Customer Success B2B Customers Innovation 46

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journeys 84

Customer Journeys Customer Success Sports Software 84

CustomerSuccessBox

SEPTEMBER 30, 2021

Webinars are a condensed and easy way to find out more about a topic you like. Customer Success is expanding its reach and is becoming increasingly pertinent. You might already know about customer satisfaction or customer experience, but it’s time to get up to speed with CS. Link: Onboarding Customers Remotely.

B2B 52

B2B Analysis Customer Success B2C 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Check out our top five Customer Success webinars brought to you by ChurnZero in 2021.

Chief Customer Officer 52

Chief Customer Officer B2B Leadership Customer Success 52

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. Did they achieve these outcomes?

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

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 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Why is customer marketing important? The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Totango

FEBRUARY 14, 2020

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing. Attracting new leads is their main forte.

Customer Success 99

Customer Success Marketing Case Study Study 99

ChurnZero

FEBRUARY 8, 2024

Last month, ChurnZero’s article on customer success trends for 2024 came with a warning for CS teams and their leaders from one contributor. Burnout gets worse and starts to have a larger effect on attrition, performance, and customer interactions.” CZ: 2023 was a stressful year in customer success and SaaS.

Customer Success 52

Customer Success Customers Exercises Tips 52

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! So, the Customer Success team today at most orgs is a very poor steward of the customers’ needs and experience. That’s so obvious!”

Roadmap 52

Roadmap Customer Success Feedback Report 52

ClientSuccess

DECEMBER 1, 2021

If a customer doesn’t trust a CSM, some specific details around how they’re feeling with the product, how the team uses the features, and more could be lost in the silence. Understanding what customer trust entails has been one of the great mysteries of customer success – until now. Toolkit: How To Build Customer Loyalty.

Customer Success 70

Customer Success eBook Customers Loyalty 70

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . If you missed the webinar, you can watch it on-demand. Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Gainsight

AUGUST 26, 2021

You don’t usually hear feedback about how your customer-facing teams are doing unless things are either going really well or, unfortunately, really bad. Here are three key ways customer success thinking crosses over to also help teammate success. So what does that mean in practice?

Customer Success 52

Customer Success e-support Metrics Employee Engagement 52

SurveyGizmo

DECEMBER 13, 2019

Companies began to recognize the value that better understanding their customers and what they have to say could improve customer satisfaction and drive sales. Now we have NPS (Net Promoter Score), CES (Customer Effort Score), and CSAT (Customer Satisfaction). This is the foundation of operationalizing feedback.

Feedback 58

Feedback Net Promoter Score Effort Score NPS 58

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

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole.

Feedback 117

Feedback Roadmap ROI Case Study 117

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

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ChurnZero

JULY 7, 2020

What makes a successful business? Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. To find out if you’re prioritizing Customer Success productivity, let’s look at these common questions and answers.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

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

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

ChurnZero

SEPTEMBER 14, 2018

INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. Check out our top ten Customer Success takeaways from INBOUND 2018. Customer Support does not equal Customer Success. Upcoming Webinar.

Customer Success 66

Customer Success Customer Retention Conference B2B 66

Gainsight

MARCH 19, 2020

And that’s driven thousands of customer success professionals who were used to seeing their clients and teams every day to learn the ins and outs of “virtual” CS. We hosted a webinar with Slack on this topic. Several commenters in the LinkedIn thread noted studies of increased Sales and CS performance with video on versus not.

Customer Success 85

Customer Success Tips Video Roadmap 85

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so?

Customer Success 67

Customer Success Management Case Study Study 67

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Q: What type of activities do you categorize as Customer Success?

Customer Success 64

Customer Success ROI Sales Groups 64

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view.

Customer Success 61

Customer Success NPS Customer Retention Financial 61

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

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The post-sale survey.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. Ask “What does Sales need?” “How

How To 208

How To Self Service Banking Customer Satisfaction 208