ECXO

MARCH 3, 2025

Be the trusted advisor who empowers customers to succeed. Your job isnt just to sell products; its to guide customers toward achieving their goals. Actionable Insight: Train your sales and customer service teams to adopt a consultative approach. Focus on understanding customers needs before offering solutions.

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

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

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

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. And he was right.

Customer Success 111

Customer Success Management NPS Sales 111

ECXO

JULY 22, 2024

Personalized Assistance: Offering dedicated customer success managers for personalized support. Generating Revenue Effective onboarding directly contributes to revenue generation by ensuring that customers quickly realize the product’s value. Community Building: Creating a customer success community for shared learning.

B2B 207

B2B Customer Experience Self Service e-support 207

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

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

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

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

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

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. Customer Segmentation/Categorization Considerations.

Customer Success 91

Customer Success Self Service Case Study Customer Retention 91

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. This isn’t merely a theory.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Why is customer marketing important? The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Amity

JULY 26, 2017

​ You’ve heard it all before, Customer Success is about retaining customers , which is at least as important as acquiring new ones. Offload Your Sales Team. Without Customer Success, a lot of the Sales staff’s time is dedicated to account management.

Sales 57

Sales Customer Success Case Study Customer Centricity 57

Help Scout

MAY 20, 2021

Lincoln Murphy sums up the value that existing customers offer to growing SaaS companies: “The majority of the revenue from your relationship with a customer happens post-sale. The emphasis is on both keeping the customer longer and also expanding the relationship.” What is customer success marketing?

Examples 80

Examples Customer Success Marketing Case Study 80

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

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

Retently

JUNE 28, 2022

Over time, the reviews and ratings of your enthusiastic customers can add up, rewarding you with stronger rankings, more traffic, more downloads, more sales, and as a result – more revenue. How customers can help your business grow. Create Customer Success Stories and Case Studies.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

AskNicely

MARCH 22, 2018

My name is Leah and I recently joined the AskNicely team as VP of Customer Success and Advocacy. I did this all in the pursuit of conquering and mastering my arch nemesis in leading Customer Success teams over the years: Net Promoter Score. . How should every Customer Success leader be using NPS?

NPS 150

NPS Net Promoter Score Case Study Culture 150

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

Optimove

JANUARY 31, 2019

In this space, the most effective form of social proof is case studies. Regardless of the “why,” sharing case studies with prospective clients is an essential part of every sale process. And so – our anonymous case study was born. Social proof is a cornerstone of modern marketing.

Case Study 49

Case Study Study Competitive Advantage Conference 49

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. Let’s explore the top 6 chatbot examples of 2020.

Chatbots 180

Chatbots Examples Customer Service Banking 180

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so?

Customer Success 67

Customer Success Management Case Study Study 67

SurveySparrow

APRIL 26, 2020

In this article, we are going to discuss how we can get more case studies, reviews, and customer testimonials using NPS. What’s Special about Getting Customer Testimonials? Getting customer’s testimonials is essential these days as people believe the word and experience of similar ones like them.

Case Study 52

Case Study NPS Study Survey 52

Kayako

AUGUST 7, 2019

The customer journey is the sum of all the touchpoints and experiences your customer has when interacting with your business. This can start from the first marketing touch, such as an advertisement, all the way through to post-sales support and retention. . Customer Success & Support . Needs vs Wants.

Customer Experience 187

Customer Experience How To Comparison Customer Journeys 187

CSM Magazine

JANUARY 15, 2025

Well explore the signals that indicate your customers interest is fading and, more importantly, how you can turn things around. Customers expect solutions, not more questions. Make sure your communication feels like a conversation, not a sales pitch. You cant afford to sit back and wait for customers to voice concerns.

Chatbots 52

Chatbots Case Study Communication Interaction 52

CSM Magazine

JANUARY 28, 2025

Companies vested in customer success turn to education as a way to engage their audience. By sharing their expertise, they empower customers to make the most of their purchase, maximizing results and minimizing regrets. How Can Customer Education Benefit Your Business?

Loyalty 52

Loyalty Self Service Apparel Knowledge Base 52

Totango

JANUARY 14, 2020

To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. The customer success (CS) team is in charge of engaging current customers and ensuring they have a positive experience. Thinking Critically About Customer Success Roles.

Customer Success 64

Customer Success B2B Net Promoter Score Case Study 64

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. Customer Segmentation/Categorization Considerations.

Customer Success 64

Customer Success Self Service Case Study Customer Retention 64

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

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

Education Services Group

SEPTEMBER 29, 2020

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios.

Sales 52

Sales Case Study Study Customer Success 52

Lumoa

APRIL 1, 2020

Using a customer insight strategy to measure how customers really feel helps you create more meaningful features moving forward. Not only does it make for better experiences overall, but it allows you to take a data-driven approach to tailor every customer’s experience. Who is responsible for your customer insight strategy?

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

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

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

Customer Experience 60

Customer Experience Multi-Channel Competitive Advantage Effort Score 60