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.

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Why We Expect a Lot from Customer Success Technology Why?

Technology 62

Technology Customer Success Consulting ROI 62

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Totango

FEBRUARY 28, 2019

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.

Metrics 83

Metrics Customer Success ROI Measurement 83

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 71

Customer Success Management Net Promoter Score Effort Score 71

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

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.

Customer Success 52

Customer Success Management Customer Retention Customers 52

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.

Customer Success 97

Customer Success Training Customers ROI 97

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 63

Customer Success Management Net Promoter Score Effort Score 63

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful.

Customer Success 52

Customer Success Management Comparison Metrics 52

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

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.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Metrics 52

Gainsight

OCTOBER 19, 2023

We surveyed nearly 400 companies throughout North America to create the Customer Success Index 2023 North America (or CS Index for short). And Customer Success has evolved beyond firefighting to become a mission-critical revenue driver during the down economy. So what did we learn? To start, here’s the TL;DR.

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Customer Success is a rapidly evolving function. Yet, Customer Success is often undervalued and underfunded.

Customer Success 98

Customer Success How To CRM Software 98

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 115

Innovation Customer Success NPS Touchpoint 115

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.

Customer Success 97

Customer Success Metrics Measurement Guidelines 97

CSM Practice

JUNE 6, 2020

Despite the benefits of a higher renewal rate, many SaaS companies focus on generating revenue from new customers even while they lose revenue to customer churn. Contrarily, SaaS companies who understand the importance of high renewals can grow stable revenue while delivering optimum value to their customers. Increase Retention.

Metrics 89

Metrics Measurement Customer Success Trends 89

Centercode

APRIL 16, 2019

What are beta program metrics exactly? These are the types of questions that suddenly pop into the minds of product and program managers when an executive team comes looking for Key Performance Indicators (KPIs). Measuring Beta Program Success. Measuring Beta Program Success. Which ones are important? Why do I need them?

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

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.

Software 98

Software Customer Success Meeting Customers 98

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success Data ROI Conference 52

ClearAction

JANUARY 8, 2024

Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Myopic management, quiet quitting, and sloppy handoffs cause missed opportunities. 24 Ways to Boost 2024 CX ROI. Business as usual is not ROI-generating!

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

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?

Software 52

Software Customer Success Effort Score Net Promoter Score 52

CustomerSuccessBox

APRIL 19, 2022

From marketing to customer support to even customer success. Most of the tools that businesses have been using these days generally provide analytics reporting to evaluate customer engagement trends for the touchpoints that are managed by that tool. Customer Experience Teams. Awareness & Acquisition.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

inQuba

SEPTEMBER 6, 2022

Customer Journey Management (CJM) is a well-known capability but seems to have a reputation for consuming a lot of energy (and dollars) while delivering a distant ROI. But a campaign is not truly successful until a customer reaches that consumption goal. Who is looking at those longitudinal metrics?

Customer Journeys 52

Customer Journeys Management ROI NPS 52

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? The CSM perspective: how to encourage the adoption of Customer Success software. As CSMs, we spend our days convincing our customers to adopt our tools.

Software 98

Software Customer Success How To CRM 98

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

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Obviously, no one wants to lose customers. Why Customers Churn. 7 Effective Churn Management Strategies.

Strategy 105

Strategy Management B2B ROI 105

Gainsight

AUGUST 27, 2021

If you’re a product manager, you’re constantly being slammed by figures and opinions. Your company leaders have ideas, fellow employees have opinions, and customer data is flooding every screen you have. Why do product managers need to track performance KPIs? KPIs can supercharge a product manager’s plans on a few levels.

Net Promoter Score 52

Net Promoter Score Management NPS ROI 52

Gainsight

OCTOBER 13, 2022

To help you do that, we created the SaaS Durable Growth Kit for Customer Success , a collection of insights and proven strategies from Gainsight executives that shifts the conversation from “what now” to “what’s possible.” . Chief customer officers should consider ways to efficiently scale. CS, it’s time to own NRR.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

Gainsight

OCTOBER 19, 2021

The value of customer success cannot be overstated. A highly focused, strategic, and well-supported Customer Success team can affect everything from your product to Net Revenue Retention (NRR). Today, it’s imperative to prioritize the proper budget for Customer Success. Identify the Impact of Your Team.

Resources 52

Resources Customer Success ROI Metrics 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.

Customer Success 52

Customer Success ROI Measurement Metrics 52

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Gainsight

DECEMBER 20, 2020

Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Helps Businesses Survive Through the Pandemic. . Customer Success Helps Businesses Rebound – Through Their Clients. Net Dollar Retention Becomes THE Metric. Customer Success Is a Unicorn.

Customer Success 69

Customer Success ROI Metrics Sales 69