Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 104

Customer Success Customer Centricity Customer Satisfaction B2C 104

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Customer Success 118

Customer Success Management Guidelines Customers 118

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.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Customer Success 108

Customer Success Management Net Promoter Score Effort Score 108

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Net Promoter Score Metrics Strategy 98

ClientSuccess

OCTOBER 14, 2019

Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related.

Customer Satisfaction 46

Customer Satisfaction Customer Success Customers ROI 46

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. CSMs can focus on quick, game-time updates that address immediate customer needs with real-time data. The Customer Satisfaction Score is a metric that addresses both strategic data uses. .

Customer Satisfaction 52

Customer Satisfaction Effort Score eBook NPS 52

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. This means implementing best practices in areas such as product training, initial relationship cadence, and real-time support. Are You Ready to Build Your Customer Success Journey Map?

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

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 78

Customer Success Customer Journeys Customers Case Study 78

Lumoa

APRIL 7, 2022

This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. An NPS score is a valuable metric to track customer sentiment, and it can help businesses improve customer loyalty, boost sales, and improve customer satisfaction.

NPS 208

NPS Net Promoter Score Industry How To 208

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 52

Customer Success Net Promoter Score Metrics Strategy 52

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 52

Customer Success Net Promoter Score Metrics Loyalty 52

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 87

Customer Retention Customer Journeys Customer Success Strategy 87

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?

Customer Success 129

Customer Success NPS Metrics Culture 129

CustomerSuccessBox

FEBRUARY 28, 2022

Undoubtedly, this change has crept into the Customer Success world as well. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. As a Customer Success professional, you’d know how difficult it is to expand your customer base.

Customer Success 52

Customer Success Customer Engagement Sales Customer Journeys 52

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Trends 72

Trends Customer Journeys Customer Success Net Promoter Score 72

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. To achieve that goal, you must continually and reliably deliver value to your customer. The 6 Key Areas of Customer Success Metrics. Usage Metrics.

Metrics 62

Metrics Customer Success How To Return on Investment 62

Totango

AUGUST 2, 2022

The role of a Customer Success Manager (CSM) is always important but it is especially critical during an economic downturn. As a CSM, you know your customers better than anyone. Customer health is a critical component of your overall customer success program. Solidifying Customer Relationships.

Customer Success 81

Customer Success Customer Journeys Customer Confidence Customer Satisfaction 81

Bob Hayes

MAY 21, 2018

Consequently, many subscription-based and SaaS companies are turning to the practice of Customer Success to retain their customers. Customer Success is the function in a company that manages the relationship it has with its customers to ensure the customers receive value from the product or solution.

Customer Success 82

Customer Success Analytics Loyalty Data 82

Bob Hayes

MAY 21, 2018

Consequently, many subscription-based and SaaS companies are turning to the practice of Customer Success to retain their customers. Customer Success is the function in a company that manages the relationship it has with its customers to ensure the customers receive value from the product or solution.

Customer Success 75

Customer Success Analytics Loyalty Data 75

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

Team Support

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. The first way to do so is to ensure product adoption and use. One example?

B2B 98

B2B Report Trends Customer Success 98

Totango

SEPTEMBER 20, 2022

Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. What Is Customer Enablement In Business? Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product.

B2B 85

B2B Net Promoter Score Self Service Social Media 85

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. .

Customer Retention 70

Customer Retention Tips Effort Score eBook 70

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.

Software 94

Software Net Promoter Score CRM Return on Investment 94

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

Lumoa

FEBRUARY 16, 2023

Thanks to the Internet, customer feedback has never been so accessible. Learning what your customers think about your products or services isn’t difficult. Customer experience templates, customer survey templates, or customer satisfaction survey templates allow you to make informed decisions on improving the customer journey.

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

Totango

SEPTEMBER 6, 2022

The argument for having a QBR is that periodic meetings can help you and your customer make adjustments, allowing them to continue deriving value from their purchase and avoiding issues that could cause churn. For SaaS providers and customer success teams, this creates several benefits, including: Building customer relationships.

Meeting 109

Meeting Comparison Guidelines Analysis 109

Totango

DECEMBER 14, 2021

Customers who’ve been with you more than one year might get a special anniversary thank-you. Appreciation messages can also be customized to reach out to inactive or dissatisfied customers. Use KPIs for product usage and customer satisfaction to monitor disengaged customers and trigger automated appreciation messages.

Loyalty 85

Loyalty How To Net Promoter Score Effort Score 85

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. This way the CSM is aware of all promises, discussions, and even internal political issues before they even meet the customer.

Sales 40

Sales Customer Success ROI Customers 40

SmartKarrot

DECEMBER 13, 2023

As a customer success expert, I’ve witnessed firsthand the transformative power of effective customer success strategies in driving business expansion. Customer Success For Growth Customer success is not merely a department within your organization; it is the very heartbeat of sustainable growth.

Customer Success 10

Customer Success Strategy Customer Centricity Customer Satisfaction 10

SmartKarrot

DECEMBER 13, 2023

As a customer success expert, I’ve witnessed firsthand the transformative power of effective customer success strategies in driving business expansion. Customer Success For Growth Customer success is not merely a department within your organization; it is the very heartbeat of sustainable growth.

Customer Success 10

Customer Success Strategy Customer Centricity Customer Satisfaction 10

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. Customer Success Leaders Share Best Practices.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Team Support

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

SurveySensum

DECEMBER 6, 2023

But, here’s the thing – how do you ensure your garden is thriving? — Enter the Customer Health Score – the secret sauce that successful businesses swear by. It’s like a fitness tracker for your customer relationships, telling you when things are blooming or need a little extra care. With customer feedback !

Effort Score 52

Effort Score Metrics Customer Satisfaction System 52

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. Customer education is necessary for customer success.

Customer Success 19

Customer Success Customer Journeys e-support How To 19