Retently

MARCH 11, 2025

Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). NPS (Net Promoter Score) : Would you recommend us? being ignored).

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

CX Accelerator

FEBRUARY 12, 2018

And, survey fatigue and other reasons pop up as to why customers are not providing feedback. So… What can companies do to improve their voice of the customer success? Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are. Set up listening posts where it matters. Twitter - @SueDuris

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

ECXO

DECEMBER 25, 2024

In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. Example Action: Send a personalized email after purchase, thanking the customer and providing helpful resources or product care instructions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

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

Totango

FEBRUARY 12, 2025

For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts. Learn how to: Measure and act on health scores in dynamic environments.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 111

Customer Success Effort Score Touchpoint Customers 111

Alida

NOVEMBER 10, 2016

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. Enterprise messaging software company Slack, for instance, treats NPS as a leading indicator of growth, using it to improve its interactions with customers and prospects.

Net Promoter Score 208

Net Promoter Score NPS Effort Score How To 208

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. Renewal Reminders.

Customer Success 112

Customer Success Management Net Promoter Score Effort Score 112

Calabrio

MARCH 4, 2025

Think about it as the difference between a mid-tier athlete and an Olympianthe scope, effort, and quality of this training is simply at an entirely different level. Further in this blog, we will explore how GenAI paired with conversation intelligence is an incredible combination that’s shaping a new type of insights.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Totango

NOVEMBER 25, 2020

The specialty of Customer 360 is creating a real-time picture of customer health across your entire user base. As clients move from onboarding to renewal, this real-time view allows CS teams to take action quickly when customer health scores fluctuate. . What Goes Into a Real-Time Customer 360 View? Sales history.

Customer Success 112

Customer Success Net Promoter Score Effort Score CRM 112

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 108

Customer Success Technology Effort Score Customer Centricity 108

Kayako

AUGUST 22, 2019

At a high level, the customer journey looks like the following five steps we identified in the previous post – Awareness, Research, Evaluation & Trial, Purchase, and finally Customer success and Support. SEO/Organic (Webpages, Blogs). Blog posts. Customer Success & Support . Blog Posts.

Customer Experience 183

Customer Experience How To Comparison Effort Score 183

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

GetFeedback

AUGUST 16, 2018

To measure customer happiness, turn to CSAT, CES, and NPS. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. Customer Satisfaction (CSAT) Score. CSAT surveys measure how customers feel about a specific interaction or experience. Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

ShepHyken

JUNE 9, 2017

This week we feature an article by Josh Brown about the importance of cultivating long-term relationships with relational customers who want to get more out of their experience with your company. Today, I’d like to talk about which customers you should obsess over. Shep Hyken.

Net Promoter Score 104

Net Promoter Score Effort Score Customers Brands 104

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. Let’s take a look at four key actions to take right now that will not only help you prove your worth to your customers but will allow you to see instant results. . Dive into Customer Health.

Customer Success 104

Customer Success Net Promoter Score Effort Score How To 104

Lumoa

MARCH 20, 2018

Involve all the employees in the transformation : motivate the employees of the company to deliver great customer experience. Include customer centricity into daily operations and communications inside the company. Build CX into the culture : build a long-lasting principles oriented on customer success.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 92

Customer Success Technology Effort Score Customer Centricity 92

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 98

B2B Customer Success Customer Service B2C 98

AskNicely

AUGUST 27, 2018

G rowth is a team effort. But the customer success team should be included. Here’s why: Growth is easier and less expensive if you can create customer advocacy and retention. Click here to read: Customer Feedback is Your Competitive Advantage). But the truth is growth is more than a viral campaign.

Net Promoter Score 150

Net Promoter Score NPS Effort Score Competitive Advantage 150

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Report 98

Report Trends Customer Success Self Service 98

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. Become a Customer Success Ghostbuster. But to be a true ghostbuster, you have to maintain regular contact, keeping your eyes on your customers before they poof.

Customer Success 97

Customer Success How To Metrics Effort Score 97

Amity

OCTOBER 23, 2018

This article was originally published on WnTD's blog. Net Promoter Score (NPS). Customer Health. Simply put, churn are the customers that you lose. On the negative side, if you have a high level of churn it can mean you are bleeding customers faster than you are gaining them. Net Promoter Score.

Metrics 76

Metrics Customer Success Net Promoter Score Effort Score 76

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Lumoa

FEBRUARY 28, 2023

The most common method companies use to collect feedback at scale are surveys, including: Customer Satisfaction surveys ( CSAT ) Net Promoter Score surveys ( NPS ) Customer Effort Score surveys ( CES ) Deploying surveys is a foundational part of gathering customer feedback. It helps you prioritize.

Feedback 195

Feedback Strategy Net Promoter Score Effort Score 195

Gainsight

OCTOBER 19, 2018

Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies. Data science has taken on a metaphysical form in functions like virtual assistants, page algorithms, and predictive scoring. The Limit Does Not Exist…Yet.

Customer Success 100

Customer Success Data Strategy Analysis 100

Totango

MAY 5, 2021

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. There is an index that scores customer satisfaction on a scale of zero to ten.

Measurement 118

Measurement Effort Score Customer Experience Data 118

GetFeedback

AUGUST 17, 2018

Let’s say you send an Net Promoter Score (NPS) survey to your customers at key milestones, like when they first sign up for your service and then six months later. If customers tend to give you lower Net Promoter Scores at the six-month mark, then you can dig deeper to discover why fall-off is happening there.

Net Promoter Score 150

Net Promoter Score Feedback Effort Score Survey 150

ChurnZero

MARCH 4, 2022

Score all the forces. This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. Let’s pick one use case – managing customer feedback – to examine a bit closer. Score all the forces.

Analysis 95

Analysis Customer Success Exercises Effort Score 95

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Speaker: Jennifer Chiang , Head of Customer Success, Seso.

Customer Success 97

Customer Success Leadership Effort Score Metrics 97

Totango

OCTOBER 14, 2024

“Your job as a CSM is to help your customers leverage your tool to the maximum capabilities to create ROI for them, to get them promoted,” said Edward. Everyone impacts revenue Adopting an ROI focus versus a health score focus is not just about making CS’ lives easier—it’s also a rallying cry for the organization.

ROI 71

ROI Marketing How To Effort Score 71

ShepHyken

JULY 7, 2017

This week we feature an article by Josh Brown who writes about why you should focus on relational customers, how you should go about doing it, and the data you can use to enhance your initiatives and be sure your efforts are paying off. It’s important to know the value of a customer. Shep Hyken.

Net Promoter Score 24

Net Promoter Score Effort Score Guidelines Customers 24