CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses.

Customer Success 126

Customer Success Effort Score Metrics Customer Centricity 126

Wootric CX Blog

MAY 12, 2020

As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. To make the most of your time and energy, we’ve put together this list of things SaaS businesses should know before they dive into the NPS world. Wait, what is NPS exactly? Have questions?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

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

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

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

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

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? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In Read more about how NPS works here.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

Retently

JUNE 4, 2018

Only by showing commitment to take the received feedback seriously your business will be able to differentiate from competitors and will help you turn your Detractors into Promoters, Passives into engaged customers and Promoters into brand advocates. Closing the Customer Feedback Loop: Turn Insights into Action. Timing is everything.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

Gainsight

FEBRUARY 9, 2021

Top customer success teams share a growing theme: their own operations team. . I first became a CS Ops leader in 2014, and I’ve seen time after time the value of the software, enablement, templates, data, and more that I’ve helped provide. Not of customer success in general, but a specific ops project.).

Government 52

Government Roadmap Leadership Customer Success 52

Waypoint Group

FEBRUARY 4, 2016

In short, Dell found that there were critical gaps in meeting customers’ expectations for order delivery, and decided to do something about it. A better KPI: Rather than just focusing on NPS (an outcome that measures customer relationship strength) Dell decided that a leading KPI was critical. 2 key take-aways: 1.

Net Promoter Score 40

Net Promoter Score Metrics B2B NPS 40

Chattermill

SEPTEMBER 4, 2018

Customer Experience. Through word-of-mouth marketing tracked by NPS. Every day Butterfield and Slack customer success team read through heaps of emails and comments, forwarding product suggestions to the management team. “We Ask your biggest evangelists for reviews, tweets or customer videos. by Sam Frampton.

Net Promoter Score 40

Net Promoter Score NPS Advertising Feedback 40

Chattermill

JULY 31, 2019

In 2014, when a disgruntled passenger wrote a tongue in cheek letter of complaint letter of complaint to Ryanair and was shared over 65,000 times. One thing these companies all have (as well as great Tech) is an extremely customer-focused approach. Providing extra insight behind an NPS score. Chris Valentine.

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . Know which customer and when is the customer ready to upgrade. See, there are various stages in a customer journey.

Customer Retention 52

Customer Retention Customers CRM Analytics 52

Chattermill

JULY 31, 2019

In 2014, when a disgruntled passenger wrote a tongue in cheek letter of complaint letter of complaint to Ryanair and was shared over 65,000 times. One thing these companies all have (as well as great Tech) is an extremely customer-focused approach. Providing extra insight behind an NPS score. Chris Valentine.

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I guess you can say Customer Success did, in fact, Cross the Chasm. The More Things Change, the More They Stay the Same.

Social Media 45

Social Media Conference NPS Hotels 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

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

Retently

MAY 9, 2024

Customers are people who ultimately want to talk to other people when they have issues, suggestions and questions. FAQs and an automated chat system can save time and reduce costs, but can also severely hurt your customer retention rate. As estimated in 2014 , US-based businesses lost $83 billion every year due to bad customer service.

Customer Retention 119

Customer Retention B2B Customer Journeys Loyalty Programs 119

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. The feedback collected from NPS surveys is great for informing business strategy and identifying what needs to be improved at a high level. Step 1: Identifying detractors.

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