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

TechSee

MAY 10, 2021

In the span of only six years, we’ve established ourselves as the market leader in visual assistance, selling to more than 100 Tier-1 leading enterprises worldwide. Our global sales team currently stands at 30, predominantly based in North America, the UK and throughout Europe. The TechSee sales experience is quite different.

Sales 109

Sales ROI Contact Center Culture 109

BirdEye

MARCH 4, 2024

While this isn’t necessarily a hard and fast rule, there’s truth behind it — consistent and repeated exposure plays a crucial role in transforming potential customers into actual buyers. Today’s marketers understand this well. How drip marketing works So, how does drip marketing work? Drive more revenue.

Marketing 111

Marketing How To Multi-Channel Tips 111

Gainsight

OCTOBER 14, 2022

“What is ROI? 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. This is how we need to be talking about it in Sales.

ROI 52

ROI e-support eBook Roadmap 52

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. Creating Alignment Between Sales and CS.

Sales 111

Sales Customer Success ROI Customer Centricity 111

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. Customer success is a team effort, more Avengers than Batman.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

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

Gainsight

SEPTEMBER 8, 2021

Organizations create Customer Success teams to increase Net Revenue Retention, and we’ve recently published research showing that NRR drives valuation. Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount.

Marketing 105

Marketing ROI Leadership Analysis 105

ChurnZero

JUNE 14, 2023

.” When times are challenging, and the sales pipeline slows, the disparity between the cost to acquire and retain customers tends to grow. It’s a company-wide goal, but the team in the spotlight is customer success (CS). In a growing market, your sales team takes the lead in bringing in new sales.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Think Customers

AUGUST 30, 2021

The sales world is forever altered, thanks to pandemic-fueled digital transformation across entire enterprises. In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon.

B2B 59

B2B Sales CRM Video 59

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

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.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 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

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. And the market is voted with its share purchases.

Customer Success 69

Customer Success ROI Metrics Sales 69

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. If you work for a SaaS business, you know word-of-mouth marketing is everything. ChurnZero virtual RYG panelists included: Nicole Barker , Head of Customer Success at Conductiv. Director of Customer Success at Convercent.

Customer Success 96

Customer Success How To Case Study Customers 96

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

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

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

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

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”. The ‘free marketing’ of brand advocacy.

Customer Success 82

Customer Success Net Promoter Score Effort Score ROI 82

SurveySparrow

SEPTEMBER 20, 2022

Your client success quotes should be some of your proudest achievements, not just your bottom line. We look at some of the best customer success quotes from business legends and seasoned entrepreneurs in this article. 30 customer success quotes for inspiration: 1. Your customer is going to get to vote and talk.

Customer Success 52

Customer Success Airlines Effort Score Net Promoter Score 52

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. This can be linked to business metrics to give a true ROI figure.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. That is NOT a good idea.

Customer Success 65

Customer Success Chief Customer Officer Sales Leadership 65

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. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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 .

Customer Success 59

Customer Success ROI CRM Software 59

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

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

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

Gainsight

OCTOBER 31, 2018

And of course, the supposedly causal relationship that’s so accepted it’s almost never discussed: “Our sales target is going up, so obviously we need to hire more reps!”. I think this question of causation or correlation is super relevant as the industry analyzes the impact of Customer Success. So what do we do?

Customer Success 61

Customer Success ROI Sales Groups 61

Influitive

JANUARY 24, 2019

But is your entire company doing enough to make your customers’ voices heard? The post A Peek Inside Forrester’s New Report On How Brands Can Win At Post-Sale Marketing appeared first on Influitive. Forrester’s new report explores.

Report 74

Report Sales Brands Marketing 74

CustomerSuccessBox

SEPTEMBER 15, 2021

As the CEO of your company, there may come a situation where you need to implement customer success. You have two options- in-house customer success or outsourcing customer success. With customer success being a new function and companies not prepared for it, outsourcing might seem like a wise decision.

Customer Success 52

Customer Success B2B Net Promoter Score Competitive Advantage 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? I have a few tips to help you drive customer success software adoption that sticks. We know that if they adopt, ROI will happen naturally!

Software 52

Software Customer Success How To CRM 52

Amity

MARCH 26, 2018

The history of Customer Success dates all the way back to 1995 when Concur became the first SaaS company by putting their product into what is today known as the cloud. In 2004, Salesforce came up with the Customer for Life program, and set the foundation for all of the reasons we are so focused on Customer Success today.

Customer Success 83

Customer Success Effort Score Customers Course 83

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 0

Customer Success B2C NPS e-support 0

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

CustomerSuccessBox

JULY 26, 2022

The position of Customer Success leader imposes specific responsibilities on the holder. Most of us face competition from both direct and new competitors, as well as other ways customers can spend their limited time and money. What objectives do customers desire that we do not provide? These are some of them.

Customer Success 52

Customer Success Metrics Feedback Measurement 52