CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., Senior Customer Success (CS) leader VP of Customer Success Head of Customer Success.

ROI 52

ROI Customer Success B2B Measurement 52

Totango

APRIL 8, 2020

It is the reason your customers sought your solution, and it is the basis of a mutually beneficial B2B partnership. . This focus on continually finding new ways to deliver customer value is at the heart of customer success. It shifts the goal from happy customers to successful customers.

Customer Success 106

Customer Success Customer Experience Customers Customer relationships 106

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

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. In this customer-centered economy, a lapsed customer could represent years of lost renewal opportunities.

Strategy 108

Strategy B2B Management ROI 108

Forrester's Customer Insights

JULY 10, 2024

Customer success (CS) teams continue to improve as important business functions. As B2B firms dedicate more resources to CS, leadership wants reassurance that this investment delivers solid returns.

Customer Success 57

Customer Success ROI B2B Leadership 57

Influitive

NOVEMBER 1, 2017

Now that you’ve sourced a pool of amazing customers with stories to tell (see my post on 4 steps to sourcing amazing customer success stories) and have helped them create user-generated content (UGC) that’s sure to attract a ton of highly qualified leads, next comes content distribution.

Customer Success 65

Customer Success ROI B2B Tips 65

Customer Bliss

APRIL 25, 2019

Delivering value is ultimately the key point of B2B customer success and delight. 2 Tactics to Further Customer Success. Jon says, “in pre-sales, your sales team knows why the customer is buying the product because they’re the ones who convinced the customer to do so.”

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Lumoa

JUNE 30, 2022

There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

Totango

APRIL 11, 2019

This is certainly true of the customer success health scores used to monitor the status of customers. When a health score indicates that a customer requires attention, you also need to know what went wrong and how to fix it. What is a Customer Success Health Score? Use a Customer Success Platform.

Customer Success 88

Customer Success Metrics Measurement Customers 88

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability.

NPS 78

NPS B2B Software Net Promoter Score 78

ChurnZero

MAY 6, 2022

Category creators face more challenges in B2B. “I But in B2B, being first is terrible. B2B products must impact ROI. “If If your product or service can have an impact on ROI, that’s what you really need to do. “If If your product or service can have an impact on ROI, that’s what you really need to do.

ROI 98

ROI B2B B2C Metrics 98

ECXO

OCTOBER 5, 2023

The best training in the world of Customer Experience is now available at ECXO. You can also learn more on our Third-party webpage: [link] CX & EX & PX Design & Efficiencies Maturity Price: € 85 EUR Description: Learn how to design, innovate, and stop prevalent issues for customers, employees, and partners.

ROI 156

ROI Video Government Leadership 156

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology.

Technology 62

Technology Customer Success Consulting ROI 62

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

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

Think Customers

AUGUST 30, 2021

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 sellers understand they need to change yet face challenges to creating successful digital-first sales experiences.

B2B 59

B2B Sales CRM Video 59

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

Gainsight

DECEMBER 20, 2020

And in the world of Business-to-Business (B2B) relationships, we have learned how critical our clients are to making it through ups and downs. Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Helps Businesses Survive Through the Pandemic. .

Customer Success 69

Customer Success ROI Sales Metrics 69

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

Gainsight

JULY 18, 2024

Buying criteria for B2B companies have shifted dramatically in recent years. In fact, according to G2’s 2024 Buyer Behavior Report , buyers prioritize ease of use, ease of implementation, fast ROI, and scalability ahead of cost, features, and even security. If the effort is successful, it will result in more customers coming on board.

Customer Success 52

Customer Success ROI Customers B2B 52

Gainsight

JULY 18, 2024

Buying criteria for B2B companies have shifted dramatically in recent years. In fact, according to G2’s 2024 Buyer Behavior Report , buyers prioritize ease of use, ease of implementation, fast ROI, and scalability ahead of cost, features, and even security. If the effort is successful, it will result in more customers coming on board.

Customer Success 52

Customer Success ROI Customers B2B 52

Waypoint Group

SEPTEMBER 12, 2017

The post Short Video: ROI on Customer Feedback Matters in B2B Companies appeared first on Waypoint Group. In this 9 minute video interview, we discuss: Why is it important to invest in getting feedback from the right people, in the right way, at the right time? [at

ROI 20

ROI B2B Video Feedback 20

Influitive

AUGUST 3, 2015

In the B2B software world, it’s a buyer’s market. In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer.

B2B 66

B2B Report Social Media Marketing 66

Amity

NOVEMBER 5, 2018

In Customer Success, we’re responsible for helping our customers reach their goals by pointing them towards the right tools and resources with the solution we’re supporting to ultimately help them achieve their desired outcomes. It’s usually not a good sign and could mean poor customer health from the get-go.

Customer Success 77

Customer Success Software Sales Customers 77

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Team Support

FEBRUARY 23, 2021

That’s according to the Customer Success Association who tells us that being able to prove your worth in both directions is the most crucial aspect of determining success. Where does your customer support team fit in? H istorically, B2B customer support departments have not been thought of as revenue generating.

B2B 78

B2B Return on Investment Knowledge Base Analysis 78

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 Leadership 59

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 60

Customer Success B2C NPS e-support 60

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices.

ROI 54

ROI Feedback Survey Financial 54

ChurnZero

FEBRUARY 15, 2019

Top 10 Customer Success Takeaways from SaaStr. . It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . Customer Success profession is exploding. Ask me how.

Customer Success 53

Customer Success Return on Investment Metrics Conference 53

Team Support

JUNE 3, 2020

Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? If your support team all too often tells a customer one thing via chat and another via email, it’s time to think about switching. Sit down and prioritize “needs” over “wants.”

B2B 64

B2B Software Self Service B2C 64

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

CustomerSuccessBox

JULY 5, 2021

Customer Success remains a must-have strategy across all b2B SaaS companies. While it is no surprise that customer retention is key to survival in the Subscription economy and customer retention can only happen when a customer achieves success. What is Customer Success?

Customer Success 52

Customer Success Customer Retention Return on Investment Customer Journeys 52

Waypoint Group

SEPTEMBER 2, 2015

This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company.

Customer Journeys 40

Customer Journeys B2B B2C ROI 40

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

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