ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. At ChurnZero’s virtual RYG, we held a panel discussion with Customer Success leaders who offered up their best advice on how to get both your customers and your team invested in your customer advocacy program.

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Customer Success How To Case Study Customers 96

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Success Roles.

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Customer Success Training Customers ROI 97

Gainsight

OCTOBER 14, 2022

“What is ROI? How do you measure it? Is it different for every customer?”. These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. Cross-functional ROI Success Plans.

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ROI e-support eBook Roadmap 52

CustomerSuccessBox

APRIL 6, 2022

Processes are king in the field of customer success. Many customer success teams rely on a systematic approach to get everything done during the day. They ensure that nothing important for particular customers falls between the cracks. The solution is to drive those ‘aha’ moments with customer success.

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Customer Success How To Conference Customers 52

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

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Customer Success Net Promoter Score Return on Investment Metrics 94

Lumoa

APRIL 21, 2022

But if you run a Customer Support function and you are trying to figure out how to transform it, the reality is very far from those nice words. How can I help Product?” What will make Customer Success succeed?” The post How to Transform Customer Support – A Play in 3 Acts appeared first on Lumoa.

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How To Self Service Banking Customer Satisfaction 208

inSided

AUGUST 20, 2021

It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. This week, it’s time to talk more about how to measure your digital-led program. Digital Customer Success is all about data. New week, new knowledge!

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Measurement Customer Success ROI Metrics 64

Gainsight

APRIL 15, 2022

But you know all this—you’re the hero who has decided to save your company with the superpowers of customer success! The only way you can save the day is to get customer success up and running quickly, with the organization’s support. Here’s how to make that happen. . Get Alignment.

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Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? I have a few tips to help you drive customer success software adoption that sticks. So how do we overcome this? That’s okay.

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Software Customer Success How To CRM 52

ChurnZero

MAY 11, 2021

The event was full of content including- interactive breakouts, business challenge accelerator sessions, technology solution sessions, networking coffee brainstorm sessions, explainer sessions and how to sessions. . Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . .

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Interaction Net Promoter Score Customer Success Conference 98

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

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. The goal of customer success is to generate recurring revenue by creating customer lifetime value. The goal of customer success is to generate recurring revenue by creating customer lifetime value.

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Metrics Customer Success Effort Score How To 72

Totango

MAY 23, 2019

It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells. Customer success upsells are critical to your own success. Let’s look at how you can generate customer success upsell opportunities and encourage continued expansion.

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Customer Success Effort Score Customer Centricity How To 74

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Your customer success team can keep clients better informed on their progress, actively demonstrating the value obtained through your product.

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Customer relationships Customer Success ROI Customers 119

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. To achieve that goal, you must continually and reliably deliver value to your customer. The 6 Key Areas of Customer Success Metrics.

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Metrics Customer Success How To Return on Investment 62

ChurnZero

SEPTEMBER 24, 2021

6 Steps to Rock Your Customer Success Software Implementation. As an Implementation Specialist here at ChurnZero, I can tell you firsthand that neglecting your Customer Success software implementation is a recipe for rework, or worse, abandonment. Trust the process. Trust the process. They know their tool best.

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Software Customer Success Meeting Customers 98

ChurnZero

MARCH 5, 2021

When applied to Customer Success, these principles help explain why “surprise churn” happens, despite your every endeavor to follow all the best Customer Success playbooks to a T. Confirmation Bias. Why People Do What They Do.

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Customer Success Effort Score Customers Survey 98

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

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Customer Success Net Promoter Score Return on Investment Metrics 52

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Create a Cross-Functional Customer Journey Team. Choose the Right Customer Success Software that provides a 360-degree view of your customer. Driving Software Adoption through Customer Success Begins with Understanding.

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Software Customer Engagement Customer Success Engagement 118

Gainsight

DECEMBER 28, 2022

Ready to learn how? To help you prepare for the mindset shift and future financial uncertainties, Gainsight published a new ebook, The Essential Guide to Budgeting for Customer Success and Durable Growth. Position Customer Success (CS) as an Efficient Growth Engine . Customer Success teams. .

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Customer Success Self Service eBook Customer Retention 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.

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Customer Success Innovation NPS Touchpoint 115

Lithium

SEPTEMBER 21, 2022

Previously used Care models suggest that these factors would cause this customer to crash and burn. However, they found nothing but success in their first year of using Khoros. Over the course of a year, this customer successfully handled over 15,000 customer messages per quarter and saw a 13% agent efficiency improvement.

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ROI Social Media Customer Care System 52

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.

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Customer Success Net Promoter Score Customer Centricity ROI 52

Gainsight

FEBRUARY 9, 2022

I’d love to get your input on our Customer Success Organization.”. It’s so encouraging to see CEOs leaning into Customer Success. Inevitably, CEOs and leaders have the following common questions around how a Customer Success Organization should look: What should my Customer Success strategy be?

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Customer Success Chief Customer Officer Report Sales 52

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

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Customer Success Roadmap How To Effort Score 66

ChurnZero

DECEMBER 11, 2020

A s much as I hope you enjoyed this poem, it’s time Customer Success leaders stop hoping for approval and watering down their budgetary needs for fear of rejection. . The best investment your company can make is in its customers – and that means investing in Customer Success. . The ROI Argument .

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Customer Success ROI CRM Software 59

Education Services Group

JUNE 24, 2022

She gets hooked up to the cables and is given a quick reminder of how to ensure safety and maximize enjoyment. It’s more than ROI. It’s more than enabling customers to use your product. They want ROI. Missed last week’s installment of Rants of a Customer Success Analyst? It’s finally Jenny’s turn.

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Customer Success Net Promoter Score ROI Customers 98

Gainsight

DECEMBER 20, 2020

Most notably, we have learned how to survive and thrive. And in the world of Business-to-Business (B2B) relationships, we have learned how critical our clients are to making it through ups and downs. Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Is a Unicorn.

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Customer Success ROI Metrics Sales 69

ChurnZero

SEPTEMBER 10, 2021

We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan , otherwise called a variable compensation plan , produces the best results. This can be measured by how much they sell, the success of their team, or the success of the organization as a whole.

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Customer Success Metrics Measurement Guidelines 97

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

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Software Customer Success Effort Score Net Promoter Score 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial. 6 Focus areas for a Customer Success Team or a Customer Success Leader.

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Customer Success ROI Measurement Metrics 52

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. At its most basic, customer success seems simple; however, in practice, it is complex and challenging as it should help to satiate every customer’s needs. . Challenges.

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Customer Success Management Customer Retention Customers 52

Gainsight

DECEMBER 6, 2018

Customer Success was the new business buzzword, except it wasn’t a passing fad. And a lot of CEOs were realizing they needed to get proactive about ensuring their customers’ success with their products and started investing in Customer Success Management. Take a look at this ROI slide.

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Customer Success How To Effort Score ROI 45

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.

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Customer Success Poor Customer Service Resources Customers 52

Wootric CX Blog

MAY 4, 2020

Three years ago, I wrote a post on “ How to start a customer success program from scratch ” and outlined all the reasons to do so: . The ROI from increased referrals, cross-sells and upsells. The potential for a customer success program to become a “growth engine”. Three questions to ask your customers.

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Customer Success Net Promoter Score Effort Score ROI 82

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI.

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ROI Measurement Customer Success Return on Investment 10

ChurnZero

MARCH 25, 2022

But alas, time — and customer accounts — waits for no one. Figuring out how to shift around a CSM’s book of business is a delicate balancing act, and one of the most challenging Customer Success processes to get right. How to reassign customers to a new CSM. How can I help you achieve those goals?”.

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How To Touchpoint CRM Customer Success 98