ECXO

JULY 22, 2024

Key components include: Clear Communication: Benefits should be communicated clearly, supported by user-friendly interfaces and personalized experiences. Tailored Walkthroughs: Customized guides and welcome messages introduce key features and benefits, making users feel supported from the start.

B2B 207

B2B Customer Experience Self Service e-support 207

Totango

NOVEMBER 16, 2023

These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. This functionality eliminates inconsistencies or missed touchpoints that could result in a negative customer experience.

Customer Success 114

Customer Success Touchpoint Meeting Interaction 114

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Your customer success team can keep clients better informed on their progress, actively demonstrating the value obtained through your product.

Customer relationships 123

Customer relationships Customer Success ROI Customers 123

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 103

Innovation Customer Success Customer Journeys How To 103

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Success 112

Customer Success Customers Measurement Communication 112

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Customer Success 99

Customer Success Communication Meeting Touchpoint 99

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 109

Customer Journeys Customer Success Net Promoter Score B2C 109

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 94

Sales Customer Success Customers Communication 94

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 108

Customer Success Tips Chief Customer Officer Leadership 108

Kayako

FEBRUARY 28, 2018

Consider the three below as entry points as you get more detail in creating a training program that works: Set up documentation. Set up documentation. As a customer support professional, it’s impossible to overstate the importance of good documentation. Your internal documentation should never go stale.

Training 213

Training Culture Customer Service Training Customers 213

Amity

APRIL 24, 2017

From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. We sat down with Loopio's Co-founder and CEO, Zakir Hemraj , to discuss the genesis of Customer Success at Loopio and the effect it’s had on the company as a whole.

Customer Success 93

Customer Success Culture Metrics Customers 93

ChurnZero

JANUARY 10, 2023

No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. What is Customer Success AI ? How can AI help Customer Success? How do I use Customer Success AI?

Customer Success 98

Customer Success Customers Course Communication 98

ChurnZero

FEBRUARY 25, 2022

By investing in Customer Success from the start, startups can build loyal and engaged customers who ultimately become brand advocates. Jennifer Chiang author of “The Startup’s Guide to Customer Success,” joined us to share how Customer Success can help you as you scale your startup.

Customer Success 96

Customer Success Metrics Sales Course 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

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. The ESG Digital Customer Success Starter Pack includes: One-hour digital Customer Success maturity assessment.

Consulting 98

Consulting Customer Success Strategy Chief Customer Officer 98

Amity

MAY 24, 2018

Do an inventory of every type of communication (to both internal and external customers) and processes you own. Chances are, there is still a large portion of your communications that is manually sent and could potentially be automated. Surveys - What surveys are being sent to your customer and how?

Customer Success 89

Customer Success Resources Survey Customers 89

Totango

OCTOBER 30, 2024

To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create more clarity for teams. For years, attainment was the sexiest word in SaaS.

Roadmap 62

Roadmap Sales Measurement Tips 62

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

Consulting 89

Consulting Customer Success Strategy Chief Customer Officer 89

ChurnZero

MAY 26, 2021

Slack has transformed business communication. When we think of Slack, we usually think of it as an internal communication tool, however many people do not realize it can also be used for external communication as well. There are a number of Slack communities that have been created specifically for Customer Success professionals.

Customer Success 86

Customer Success Leadership Resources Communication 86

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

CSM Magazine

NOVEMBER 6, 2024

Start with a project management plan template that includes: A detailed scope statement outlining deliverables A work breakdown structure dividing tasks into manageable work packages A resource management plan allocating team members effectively Your project plan is a living document that will guide every decision and action moving forward.

Customer Satisfaction 52

Customer Satisfaction Management How To Guidelines 52

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

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Episode Overview.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Design and Run All-in-One .

Customer Success 88

Customer Success Customer Journeys Roadmap Sales 88

AWS Machine Learning

FEBRUARY 10, 2025

Current challenges faced by enterprises Modern enterprises face numerous challenges, including: Managing vast amounts of unstructured data: Enterprises deal with immense volumes of data generated from various sources such as emails, documents, and customer interactions.

Financial 65

Financial Software Analysis Innovation 65

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

Customer Journeys 81

Customer Journeys Customer Success Guidelines Customers 81

Amity

NOVEMBER 14, 2018

With Elizabeth's permission, we are republishing and sharing it with our community. The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. Consistency is key.

Sales 87

Sales Customer Success Tips Customer Journeys 87

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

ECXO

MAY 27, 2024

AI-enhanced tools analyse communication patterns and optimize project management by assigning tasks based on team strengths. Google Workspace leverages AI for document drafting, while Figma’s FigJam organizes ideas into actionable workflows.

Technology 227

Technology Self Service Software Loyalty 227

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

CSM Magazine

NOVEMBER 7, 2024

The Benefits of Cross-Department Training for Customer Service Cross-department corporate training breaks down communication barriers that typically slow customer resolution times. Service teams who rotate through different departments gain direct exposure to business operations, transforming their approach to customer queries.

Training 52

Training Customer Service Sales Knowledge Base 52

AWS Machine Learning

DECEMBER 10, 2024

You have successfully added the HR Time Off custom plugin to be used by users. End-to-end use cases using built-in and custom plugins Sarah, a Customer Success Manager, demonstrates the seamless use of multiple applications through Amazon Q Business.

CRM 84

CRM System Customer Relationship Management Examples 84

Amity

JUNE 27, 2018

For our Customer Success meetup in Toronto, we had the privilege of hearing from James Scott , General Partner at SuccessHacker , who helps other companies achieve growth and success through their Customer Success (CS) teams. Customer Success hasn’t been around for nearly as long as we tend to think.

Industry 82

Industry Customer Success Tips Customer Centricity 82

Customer Bliss

NOVEMBER 8, 2018

He began implementing a few new tactics to help them shift their focus to be more customer-driven. To start, he had account reps email post-call summaries to customers. Providing documentation to customers eliminated another step in the process, and demonstrated that Rigor employees want to be of help.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Not everybody in the company will understand customer success because it’s a buzz word. The culture and communication part of CX tends to get left on the table.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Leading Indicator 1: Customer Engagement. Number of days since the last proactive communication (aka email or phone call).

Customer Success 64

Customer Success eBook Metrics Measurement 64