Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: What are the top metrics to measure the Chief Customer Officer ( CCO ) on? You can’t measure it.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

ClientSuccess

MAY 24, 2022

As a customer success professional, you’ve likely heard many times about the Net Promotor Score (NPS). This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented.

Net Promoter Score 52

Net Promoter Score NPS Effort Score eBook 52

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

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. In a sense, that’s what business is all about.

Metrics 52

Metrics Customer Success Net Promoter Score Company 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.

Innovation 116

Innovation Customer Success NPS Touchpoint 116

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. I also like to measure intent to renew.

Metrics 98

Metrics Course Customer Success NPS 98

Education Services Group

MAY 12, 2022

Do you see the connection to Net Promoter Score (NPS) yet? it would have been a historic promoter fest—10s all around, the perfect NPS, and all champions and advocates for me. Think about the scenarios and timing when you choose to ask your customers this question. Collecting NPS as part of a support survey. Keep reading.

NPS 52

NPS Metrics Net Promoter Score Effort Score 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.

Software 118

Software Customer Engagement Customer Success Engagement 118

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 77

Customer Success Customer Journeys Customers Case Study 77

Amity

DECEMBER 12, 2017

The day-to-day life of Customer Success professionals can get pretty hectic. The playlist below takes you through key questions Customer Success teams face. The playlist below takes you through key questions Customer Success teams face. Building a Robust Customer Success Program.

Customer Success 67

Customer Success Net Promoter Score Effort Score Trends 67

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.

Customer Success 52

Customer Success How To Conference Customers 52

ClientSuccess

AUGUST 3, 2022

If a customer reaches out with a critical question, how fast is your team resolving the issue? Traditionally used more in call centers and on support teams, First Contact Resolution Rate measures the overall percentage of customer questions that are resolved (aka answered or solved) during that initial customer interaction.

eBook 79

eBook Metrics Call Center NPS 79

ChurnZero

JULY 7, 2020

Because customer retention is tightly correlated with customer satisfaction and customer service. As such, Customer Success and Support teams need to work together closely to keep customers happy and coming back for more. The Difference Between Customer Support and Customer Success Teams.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

Gainsight

FEBRUARY 26, 2024

User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Creating a Cohesive, Measurable Digital Program When you think about your customers’ and users’ digital journeys, many touchpoints probably come to mind.

How To 52

How To NPS Effort Score Touchpoint 52

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Feedbackly

DECEMBER 2, 2022

It was therefore assumed that if a customer is satisfied with the product/service, the likelihood to purchase again or recommend it to others is high. Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy. EVI® survey can be used to measure any touchpoint in any phase of the customer journey.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

ChurnZero

JUNE 12, 2020

Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. As Customer Success teams continue to mature, and their need to scale and automate grows , having their own operations roles will become evermore essential and prevalent.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. On the qualitative side, there are indicators such as customer satisfaction, sentiment, and other ad-hoc information that customers share. eBook: Ultimate Guide to Customer Success Metrics. Want to learn more?

eBook 77

eBook Metrics NPS Measurement 77

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). A Customer Success CoE centralizes the knowledge and expertise of CS and distributes it across the enterprise. We believe that’s about to change.

Customer Success 52

Customer Success Metrics Analytics Guidelines 52

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. What was particularly great to see was the amount of Customer Success content that was structured into the programming.

Customer Success 74

Customer Success Technology Conference Competitive Advantage 74

ClientSuccess

APRIL 12, 2022

As a customer success professional, you work with scores daily. From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. What is a Customer Effort Score . How to calculate a Customer Effort Score.

Effort Score 52

Effort Score NPS Touchpoint Metrics 52

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

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

ClientSuccess

JULY 20, 2022

. – but until you know for sure exactly what a customer is thinking, how they are feeling, and what ideas they can bring to the table, you can never be truly comfortable. In every customer meeting, call, and discussion, you probably hear some helpful nuggets of customer feedback. Toolkit: Customer Journey Toolkit.

Feedback 89

Feedback How To eBook Tips 89

ChurnZero

JULY 2, 2019

Summer is Here – Bring on the Customer Success Interns! As you see these ambitious young people in other departments in your organization, like sales or marketing, you might be asking yourself if it would be a good idea to bring on an intern to help with your Customer Success efforts, and we think it is.

Customer Success 40

Customer Success Net Promoter Score NPS Effort Score 40

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. A successful subscription model depends on retention.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. Understanding customer onboarding speed. So, what is customer onboarding speed? Toolkit: Customer Success Metrics Toolkit.

eBook 76

eBook Metrics NPS Training 76

Feedbackly

OCTOBER 20, 2022

You can create different surveys on Feedbackly and QuestionPro, including C-SAT, CES, and NPS. QuestionPro also offers a feature called NPS+ that is geared to help businesses understand the root cause of the pain points. However, NPS has many limitations when it comes to applicability.

Feedback 75

Feedback Software Multi-Channel NPS 75

Gainsight

SEPTEMBER 27, 2023

But how do we figure out what’s really going on with our customers, and more importantly, how do we build a health score that helps us deliver on our business objectives? Sofia Marrero, Manager of Customer Success (EMEA) at Deel, sat down with Gainsight’s Global VP, Remco de Vries to discuss Health Scoring in the Modern Age.

Metrics 52

Metrics Sports Customer Success NPS 52

ProProfs Chat

SEPTEMBER 27, 2019

Customer Support Challenge: Your customer support team may offer the best support in the world, but if your customers are not delighted and they are switching to your competitors, there is some, or the other issue you are failing to figure out. . You need to learn your customer service experience in and out.

Omni-Channel 70

Omni-Channel Software Customer Success Social Media 70

ChurnZero

SEPTEMBER 7, 2018

You are looking to grow your Customer Success team – that’s great news! As we’ve mentioned before – Customer Success Manager is the third most promising job for 2018 according to LinkedIn. As we’ve mentioned before – Customer Success Manager is the third most promising job for 2018 according to LinkedIn.

Customer Success 45

Customer Success Management NPS Tips 45

SmartKarrot

DECEMBER 5, 2022

Role: Senior Director, Customer Success Location: Remote, United States Organization: OneSpan As a Senior Director, Customer Success, you will build, lead and scale a growing customer success management team while ensuring an excellent customer experience and that outcomes meet the customer goals.

Customer Success 19

Customer Success Metrics Groups Sales 19

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. No worries, if you missed the webinar. Webinar Q&A Recap.

Customer Success 49

Customer Success How To e-support eBook 49