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.

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Self Service How To Roadmap ROI 52

Gainsight

AUGUST 6, 2021

How involved is your Customer Success team in product launches? Customer Success brings a deep understanding of customers’ needs and pain points. And when this is harnessed, it can empower Product teams to make better decisions that ultimately lead to more successful launches.

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Customer Success Roadmap How To Feedback 52

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Check out our Essential Guide to learn how to navigate the new product experience landscape. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. How do I improve MAU/DAU?

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Metrics Net Promoter Score Management How To 65

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

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Customer Success Customer Centricity Consulting B2B 64

ChurnZero

AUGUST 3, 2021

No matter what role you are in at your SaaS organization, metrics are key to your success. When looking at metrics, it is important to be able to tie it back to what matters the most to your board and investors – revenue. . Let’s take a look at some metrics that directly measure your company’s revenue performance.

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Roadmap Metrics Software Customer Satisfaction 98

CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. Why Aligning Product and Customer Success Is important?

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Customer Success Customer Journeys Roadmap Customers 52

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

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Report Customer Success Net Promoter Score Roadmap 64

Gainsight

OCTOBER 11, 2022

As the technology market enters a new phase, SaaS leaders face a challenge: how to grow their businesses efficiently. A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. .

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Customer Success Marketing Management Roadmap 52

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

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Customer Success Chief Customer Officer B2B Roadmap 64

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. We've introduced metrics for Events and new metrics for Ideas. Learn how Sky revolutionizes the customer journey and serves customers end-to-end.

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Roadmap Metrics CRM Resources 52

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operational reporting.

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Customer Success Roadmap Handbook Financial 52

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. Q: Based on your acquisition experience, are for-sale businesses focusing on the customer and NPS?

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Customer Success NPS Metrics Roadmap 52

Lithium

MARCH 5, 2024

Khoros Academy will offer eLearning courses and role-based learning paths that teach you how to use commonly used capabilities of our Khoros solutions. If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. Community Aurora 24.2

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Social Media Self Service Roadmap Insurance 52

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. Value leads to success and, in turn, to advocacy. Your roadmap can partially influence that. Your customer success program is key in this case too.

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Customer Success Customer Experience How To Roadmap 75

Totango

MARCH 27, 2020

Look for a solution that includes a customer data platform that makes it easy to collect, analyze, and share key metrics, such as license and product utilization, between teams and team members to improve efficiency as well as efficacy. Beware of vanity metrics that don’t tell the full story.

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B2B Customer Journeys Net Promoter Score Management 83

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. Evaluation Stage. Onboarding Stage.

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Metrics How To Effort Score Customer Success 40

Gainsight

SEPTEMBER 28, 2022

How can you hold onto it, nurture it and keep it as your north star even as your business scales, changes, and evolves? When you truly dig into a SaaS business and its metrics, simplicity is more than just an intangible term or guiding principle. How to keep things simple. Have clarity and reasoning behind your roadmap.

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How To Roadmap NPS Fashion 52

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.

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Customer Success Company Management Roadmap 59

Gainsight

JANUARY 6, 2023

How Product Experience Drives Net Revenue Retention. Benchmark: Product Roadmapping With Product Experience Data. Using Product Analytics to Drive Product Roadmaps. Three Business Efficiency Metrics Every Product Manager Must Know. The Importance of a Data-Driven Product Roadmap. Product-Led Customer Success.

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Resources Roadmap eBook Analytics 52

Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. What metrics should you track? It’s exciting when you think about it.

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eBook Metrics Roadmap Healthcare 52

Gainsight

MAY 4, 2023

Robin van Lieshout, Chief Strategy Officer and Remco de Vries, VP of Global Demand Generation at Gainsight, share the laws of Community and how to build a durable business through Community. In the new world, we focus on the scale a community brings to your customer journey, your Customer Success content, your plays, and courses.

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Self Service How To Effort Score B2C 52

SmartKarrot

OCTOBER 27, 2020

Customer success is a relatively new function in businesses today. To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. Benefits of customer success roadmap.

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Roadmap Customer Success Customer Journeys Chief Customer Officer 10

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.

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Customer Success Chief Customer Officer Leadership Study 52

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

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Customer Success Customer Journeys Leadership Metrics 81

Totango

JANUARY 7, 2020

Whatever your business needs, the following best practices will help you establish milestones that your customer success team can access as they coordinate meetings and set expectations. Best Practices for a Strong Customer Onboarding Workflow . Onboarding is about helping the customer to help themselves.

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How To Roadmap Meeting Customers 72

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.

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How To Roadmap Customer Success Training 78

Gainsight

NOVEMBER 13, 2023

Once seen as a support mechanism primarily for B2C enterprises, it’s now recognized as a pivotal strategy for fostering lasting success in B2B businesses and beyond. It unveils a roadmap, explaining how to seamlessly integrate a community into the heart of the Customer journey. Let’s take a closer look.

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Engagement B2C Roadmap B2B 52

Wootric CX Blog

APRIL 7, 2021

In the world of software development, Product Managers must integrate customer insights — delights, frustrations, and pain points — into product development. During startup mode, it’s easy to interact with customers every day, inputting their feedback directly into product roadmaps. . Close the loop with respondents.

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Feedback Customer Journeys Management How To 52

ChurnZero

AUGUST 3, 2021

No matter what role you are in at your SaaS organization, metrics are key to your success. When looking at metrics, it is important to be able to tie it back to what matters the most to your board and investors – revenue. Let’s take a look at some metrics that directly measure your company’s revenue performance.

Roadmap 52

Roadmap Metrics Software Customer Satisfaction 52

Solvvy

OCTOBER 25, 2022

While overall satisfaction provides insights into customer loyalty and future purchases, it also gives you an idea of the “brand ambassadors” engaged in word-of-mouth marketing. . Customer Satisfaction Index vs. Customer Satisfaction Score. Calculating Customer Satisfaction Index. Customer retention rate.

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Customer Satisfaction Measurement Effort Score How To 62

Gainsight

OCTOBER 17, 2019

Boards are realizing they must change as well and will only be successful with diverse perspectives. Six years ago , people didn’t present about customer success (CS) in the boardroom unless it was a major escalation. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Sales: bookings, pipeline, etc.

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Metrics Meeting NPS Effort Score 45

West Monroe

JANUARY 12, 2022

As this shift occurs, annual recurring revenue (ARR) growth is becoming a core business metric—if not the metric—for many software companies. This puts significant pressure on product teams to continually innovate and iterate products and services to deliver a compelling customer experience that drives new revenue.

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Software How To Innovation Roadmap 52

SmartKarrot

AUGUST 18, 2021

This is why a SaaS product roadmap is essential for the strategic development and success of a business. Before we delve into the actual creation process of a product roadmap, let us first take a look at what a product roadmap really is and why it is THE most important part of a SaaS company. Review the Roadmap.

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Roadmap How To Effort Score Strategy 10

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

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Customer Success Customer Journeys Customers Training 61

Wootric

AUGUST 10, 2018

But on brand new features and products that aren’t launched, knowing that customers want and need most is educated guesswork. We’re going to show you how to leverage qualitative data to build better hypotheses to reach successful new products and features faster. These become her “metrics I want to improve.”.

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Roadmap Data Net Promoter Score Analytics 53

Gainsight

DECEMBER 27, 2019

Product Metrics Your Board Members Care About. If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The Beginner’s Guide to Product-Led Growth Metrics. Top 10 Product Experience Blog Posts of 2019.

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Roadmap Metrics Feedback Conference 97

Amity

NOVEMBER 6, 2017

Below are some useful tips to get unresponsive customers to finally get back to you. Tease Them With Your Product Roadmap. If your customers care about your product, they’ll be curious about new features, and they’ll want to be in the know about long-term product roadmaps. Congratulate Them.

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How To Roadmap Case Study Tips 81