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

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. When 72% of U.S.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement 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 59

Metrics Net Promoter Score Effort Score NPS 59

CSM Practice

MARCH 13, 2020

They can also align and educate relevant teams and top executives with the benefits of your solution, ensuring customer success as they do. CSMs should work towards a minimum number of these sponsors per customer organization. Your CSMs perceived relationship connection should also be factored into your health score.

Multi-Channel 82

Multi-Channel Effort Score Customer Success Customers 82

Wootric CX Blog

MAY 12, 2020

So you’ve been reading up on Net Promoter Score. Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Here’s a look at how you can customize segments in Wootric.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

ShepHyken

APRIL 18, 2017

Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers. First Up: Shep Hyken’s opening comments focus on April being customer loyalty month. This can help reinvent a business.

Net Promoter Score 75

Net Promoter Score Effort Score Customer Retention Loyalty 75

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Metrics Sales 0

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. In 2014, Ian officially became a Certified Customer Experience Professional.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CustomerSuccessBox

SEPTEMBER 3, 2021

As a Customer Success Manager, you and your team take in a lot of efforts to connect and engage with your customers. Right from the marketing team which finds potential customers to customer success that implements strategies, you are putting in your best. Customer Engagement Score Per Contact.

Engagement 52

Engagement Effort Score Net Promoter Score Customers 52

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. In 2014, Ian officially became a Certified Customer Experience Professional.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? In this post, we’re only focusing on Net Promoter Score. For more on the Net Promoter System , we recommend checking out resources like Bain & Company , and Customer Strategy to name only a couple).

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Retently

JUNE 4, 2018

“It’s not the score that matters; it’s what you do with it to make promoters that really counts.”. The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. They make little or no efforts to appreciate their most profitable customer segment.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

Elevio

APRIL 12, 2017

This post is part of Inside Support , a new blog series featuring customer happiness leads from companies that have outstanding experiences in customer success to share. We go into detail on how their support team works, share their dedication to customers, and a way for everyone else to learn how big players do it.

Effort Score 40

Effort Score Airlines Course Measurement 40

Waypoint Group

FEBRUARY 4, 2016

We frequently propose this method throughout the customer feedback effort. Between October 2014 and December of 2014, for example, on-time deliveries improved 10 percent. In the 2014 Christmas season, Dell was one of only four retailers out of 40 promising a late cut-off time – delivery of orders made on December 23 rd.

Net Promoter Score 40

Net Promoter Score Metrics B2B NPS 40

Chattermill

JULY 31, 2019

Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice? customer-centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level.

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. The following is what she has to say.

Management 52

Management How To Effort Score Customer Success 52

Chattermill

JULY 31, 2019

Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice? customer-centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level.

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40

Grade.us

JUNE 2, 2020

Ultimate mode enables you to capture detailed information from customers (e.g., Net Promoter Scores, optional survey questions, first-party reviews, and third party reviews — all from the same customer. Review request mode enables you to capture the Net Promoter Score and third party review from your customer.

Software 47

Software Management Net Promoter Score Multi-Channel 47

SmartKarrot

JANUARY 18, 2022

CloudCherry is a cloud-based CRM ( customer relationship management ) company that assists its clients’ tracking and enhancing their customer engagement. It maps customer journeys, collects omnichannel input, and calculates Net Promoter Score to help organizations track and enhance customer engagement.

Company 11

Company e-support Customer Journeys CRM 11

delighted

APRIL 5, 2019

Here are some of the most popular customer survey types : Net Promoter Score (NPS) is a popular survey type that measures customer loyalty. When thinking about these interactions and experiences, some common ways businesses can interpret this data is by looking at different departments’ scores to see how successful they were.

Feedback 44

Feedback Customer Experience How To Effort Score 44

ProProfs Chat

AUGUST 8, 2019

In 2014, Consumer Reports claimed that burgers by McDonald’s taste dead in comparison to other chains. It is important to conduct surveys among your customers to learn what they think about your performance, what expectations do they have from your brand, and whether you are fulfilling their wishes. Orders had errors. Taste Issues.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51