C3Centricity

AUGUST 6, 2024

.” But a lot has changed in the past year, which is why I decided to update my suggested solutions to the latest obstacles businesses face when pivoting to a customer-centric approach. As before, I provide supporting data and some inspiring case studies to get you going. times higher customer retention and 1.9

Strategy 156

Strategy Customer Centricity Culture Case Study 156

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

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

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

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

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

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

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

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

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

Comm100

NOVEMBER 2, 2020

If you’re here because you’re trying to figure out what a customer service chatbot is capable of and how it can help your customers and company grow, you’ve come to the right place. Post-sale, your chatbot can be a 24/7 customer success manager. What’s a Chatbot Going to Do for Your Customers? .

Chatbots 180

Chatbots Examples Customer Service Banking 180

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

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

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 63

Customer Success Case Study Social Media Conference 63

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 61

Customer Success Case Study Social Media Conference 61

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 73

Customer Success How To Net Promoter Score Financial 73

Amity

DECEMBER 22, 2014

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. Infrastructure Considerations.

Customer Success 64

Customer Success Self Service Case Study Customer Retention 64

Natalie Petouhof

MAY 11, 2016

Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. In its sixth year, the Constellation SuperNova Awards will recognize individuals who demonstrate leadership in nine categories: • Internet of Things – A network of smart objects enables smart services.

Case Study 40

Case Study Study Innovation Leadership 40

Kayako

AUGUST 7, 2019

Customer experience expert, Jeanne Bliss recommends keeping it simple – “…start by mapping a single customer journey, naming the stages of the journey in simple language from the customer’s point of view, and building consensus on the stages across your company’s leadership.”. Customer Success & Support .

Customer Experience 187

Customer Experience How To Comparison Customer Journeys 187

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. 5 resources to set your CSMs up for success.

Resources 70

Resources Customer Success Chief Customer Officer eBook 70

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 Tips Case Study Sales 52

ClientSuccess

MARCH 20, 2019

ClientSuccess will host Dave Blake , our Founder and CEO, for this month’s customer success webinar series: Top 5 Mistakes in Building Your Customer Success Strategy. Dave will walk attendees through common mistakes customer success leaders make as they build out their customer success strategy.

Customer Success 56

Customer Success Strategy Case Study Culture 56

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 Health Score.

Customer Success 126

Customer Success Effort Score Metrics Customer Centricity 126

ClientSuccess

MARCH 17, 2021

Today’s CSMs and customer success leaders are masters in juggling multiple plates at once. Not all parts of being a CSM are nice and rosy, and sometimes issues must be escalated both with customers and with your internal leadership team. eBook: Customer Success as a Culture: Marketing Leaders Edition.

Customer Success 52

Customer Success eBook Case Study Leadership 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

CustomerSuccessBox

JULY 29, 2020

So, we invited James Scott , VP of Customer Success, ShootProof to discuss how we can build a Customer Success Playbook for an economic crisis, which KPIs should be measured, best way to communicate with customers for renewals, etc. Here’s a summary of that conversation.

Customer Success 52

Customer Success Case Study Metrics Measurement 52

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

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. Customer Success & Support . Customer Success & Support . Customer Success.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

Gainsight

JANUARY 17, 2023

You probably won’t be surprised at our answer: digital customer success (DCS). To help you build a more robust, sustainable, and scalable Customer Success (CS) program, we created The Digital Customer Success Kit for Savvy SaaS Companies. Try Digital Customer Success appeared first on Gainsight Software.

Customer Success 52

Customer Success Chief Customer Officer Case Study Customers 52

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement Effort Score 52

CustomerSuccessBox

DECEMBER 13, 2021

Customer Success has gained importance globally and has been the first line of defense to boost conversions, drive retention, reduce churn and drive advocacy. This has led to the huge demand for customer success events where people can learn, network, and share the best practices.

Customer Success 40

Customer Success Conference Case Study Leadership 40

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

CustomerSuccessBox

JUNE 27, 2022

Customer Success Enablement may be a term you’ve never heard of, but you’ve probably heard of sales enablement. Although it’s a crucial idea and job in the Customer Success industry, it still hasn’t fully earned the recognition it deserves. Customer Success Enablement – Definition.

Customer Success 52

Customer Success Customer Experience Net Promoter Score Customers 52

ClearAction

FEBRUARY 13, 2023

This customer experience course is an actionable overview for making CX a team sport company-wide. It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application.

Sports 71

Sports Customer Experience Handbook Case Study 71