inSided

JUNE 27, 2022

When Ken Aponte first joined CRM software company Copper back in December 2020 as their VP of Customer Success, he noticed one thing: retention wasn’t where it needed to be. One year following the launch of the Copper Community , their community sees steady, linear growth, with retention following the same trend.

Case Study 98

Case Study Study CRM Trends 98

ChurnZero

MARCH 14, 2025

Customer success needs to align with revenue. Renewals should be an outcome of good customer success. According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. Any of these sound familiar?

Customer Success 52

Customer Success Case Study Sales Customers 52

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. and what business problem are we trying to solve for the customer? Sept 16, 2024).

B2B 339

B2B Customer Journeys How To Effort Score 339

Totango

FEBRUARY 14, 2020

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing. Attracting new leads is their main forte.

Customer Success 99

Customer Success Marketing Case Study Study 99

ECXO

MARCH 3, 2025

In your customer experience strategy, make the customer the hero and your product the tool that helps them succeed. Actionable Insight: Collect and share customer success stories. Use case studies and testimonials to highlight how your product or service has helped customers overcome challenges.

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Case Study 156

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans.

Customer Success 126

Customer Success Management Metrics Effort Score 126

InMoment XI

NOVEMBER 25, 2021

In the world of customer experience, predictive modelling means using data to predict the future needs, wants, and behaviours of your customers and employees. My name is Ton Luijten, and I’m a Customer Success Director for InMoment, as well as the Data Science Lead for the APAC region.

eBook 370

eBook Case Study Exercises Customer Retention 370

BlueOcean

DECEMBER 17, 2020

A Case Study in Strategic Partnership. We’ve partnered closely with this multinational network technology corporation for many years, providing end-to-end order management support and customer success enablement. Read on to discover how we: Achieved a 96% success rate of a two-hour delivery window.

Case Study 156

Case Study Study Training Customer Success 156

Education Services Group

JULY 27, 2021

You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) The part Customer Success plays in the story. and documented.

Case Study 52

Case Study Study Social Media Customer Success 52

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Success 97

Customer Success Customer Experience Case Study Customer relationships 97

Calabrio

MARCH 5, 2025

These solutions enable organizations to stay responsive to customer behaviors quickly, with more accuracy and in a cost-effective way. 9 Voice of the Customer Best Practices Are you ready to identify opportunities and issues in real-time and make better data-driven decisions?

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

ChurnZero

JULY 31, 2024

And I completely understand that when you’re just starting to build a digital customer success strategy and program, email is often the simplest, fastest low-hanging fruit. But digital customer success is more than just sending automated emails. I know your customers are!

Customer Success 105

Customer Success Engagement Video Chatbots 105

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Download Customer Success Compensation Models Image. Three Models.

Customer Success 111

Customer Success Management NPS Sales 111

ECXO

JULY 22, 2024

Exclusive Access: Providing loyal customers with access to new features or beta programs. Personalized Assistance: Offering dedicated customer success managers for personalized support. Ensuring Customer Success Customer success is the cornerstone of any onboarding strategy.

B2B 207

B2B Customer Experience Self Service e-support 207

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. At ChurnZero’s virtual RYG, we held a panel discussion with Customer Success leaders who offered up their best advice on how to get both your customers and your team invested in your customer advocacy program.

Customer Success 96

Customer Success How To Case Study Customers 96

GetFeedback

JUNE 22, 2019

Remember that your NPS survey represents a valuable customer loyalty metric. Viewing customers through this lens gives customer success teams a better way to build healthy, long-lasting customer relationships. Solid customer data helps your customer success teams predict and prevent churn.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

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

ECXO

DECEMBER 25, 2024

Celebrate Successes With Customers What to Do: Share company milestones or customer success stories that highlight your commitment to CX. Use testimonials and case studies to showcase real-world impacts.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Help Scout

MAY 20, 2021

So how can marketing teams create content and messaging to improve customer success and drive retention? In this post, we’re sharing some great examples of customer success marketing — marketing activities and features specifically designed to help existing customers be successful with your product.

Examples 80

Examples Customer Success Marketing Case Study 80

AskNicely

APRIL 4, 2018

Director of Customer Success, Fleetio. From rapid business growth initiatives to sales enablement to product roadmap development, Fleetio automated customer feedback — powered by the NPS framework — to close the customer feedback loop to achieve meaningful result across their entire business. . Get the Case Study.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Actionable ways to bridge the gap between customer success and marketing. Case Studies. Webinar: How We Became a Customer-Obsessed Company. And the results need to be there as well.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Customer Success Vice President/Director . Customer Success Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Additional Headcount Considerations.

Customer Success 91

Customer Success Self Service Case Study Customer Retention 91

Alliance by IFS

AUGUST 13, 2019

a leading global provider of field service management and mobility solutions , announced today that it has been named a Top Performer in the Field Service Management (FSM) Software category for the Summer 2019 Customer Success Report published by FeaturedCustomers. HORSHAM, PA (August 15, 2019) — Astea International Inc.,

Software 88

Software Report Customer Success Case Study 88

ReviewTrackers

MARCH 6, 2017

To download the case study, please click “Read it now.” ” Customer Success Story: Nicklaus Children’s Hospital. The leadership teams are able to gain insight into the customer experience.”. To read our full Q&A with Zamora and Prieto, download the customer success story below.

Hospitality 85

Hospitality Customer Success Healthcare Automotive 85

Kayako

AUGUST 12, 2022

Increased loyalty results in higher customer retention, reducing expensive churn and increasing customer lifetime value (CLV). The absence of an organized system with accessible client details undermines your customer service reps. People like to try to solve their customer service problems without contacting an agent.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Customer Success 98

Customer Success Leadership Case Study Sales 98

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

Retently

JUNE 28, 2022

How customers can help your business grow. Create Customer Success Stories and Case Studies. If you have a customer or client that’s particularly pleased, you must develop an in-depth Customer Success Story or Case Study around their experience.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

ChurnZero

JULY 2, 2024

Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. 1: Use digital customer success to keep CSMs informed. That’s an absolutely fair and logical thought pattern.

Customer Success 84

Customer Success Case Study Financial Meeting 84

Amity

MAY 25, 2016

With over 750 customers worldwide, Vision Critical provides a cloud-based Customer Intelligence platform that allows companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight. I head up the Customer Success Team in Toronto.

Customer Success 90

Customer Success Customers Sales Metrics 90

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Success 74

Customer Success Customer Experience Case Study Customer relationships 74

inSided

FEBRUARY 24, 2021

As a Customer Success Community platform on a mission to improve Customer Success in SaaS, having Gainsight choose us as their community platform further cemented our belief that community is (and always should be) at the heart of Customer Success. So when Gainsight approached us, we were delighted.

Case Study 52

Case Study Feedback Study B2B 52

ClientSuccess

FEBRUARY 15, 2022

While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the structure of your organization could warrant additional team members from different departments being involved in the hiring process. Customer Success Deep Dive.

Customer Success 81

Customer Success eBook Case Study Touchpoint 81

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Today, this customer segment’s NRR is at 124%.”

Meeting 98

Meeting Customer Success NPS Customer Satisfaction 98

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 80

Customer Success Customer Journeys Customers Case Study 80