ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. 4 NPS Challenges to Consider and How to Navigate Around Them.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

delighted

MARCH 15, 2019

A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience. Customizing your surveys for each audience will help you determine how to make your service stickier for your entire customer base.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Totango

MARCH 5, 2021

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. The Benefits of Improving Your Customer Retention Rate. Why is it important to improve your customer retention rate?

Customer Retention 92

Customer Retention How To Net Promoter Score Effort Score 92

Totango

JANUARY 29, 2021

A customer success playbook is a game plan which lays out the specific procedures you will use to help an individual customer or group of customers achieve their goals. Why Do You Need Playbooks for Customer Success? With an improved customer experience, churn rates decrease, increasing retention. Escalation.

Customer Success 85

Customer Success Customer Journeys Guidelines Customers 85

ChurnZero

OCTOBER 30, 2020

No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort. “I The expert panel included Pendo.io

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), and ultimately—to be right.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

OpinionLab

MAY 15, 2018

The theme of this year’s conference was “CX Business Value” , which was appropriate because linking CX to tangible business outcomes has become one of the most important topics keeping CX leaders up at night. The result is feedback that may not truly represent the views of the broader customer base.

Metrics 79

Metrics Contact Center Measurement Analysis 79

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ShepHyken

MAY 16, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. He believes in NPS, CSAT, and others, as long as they are used correctly. How to Measure CX Impact by Jim Tincher.

Customer Service 66

Customer Service Net Promoter Score Airlines Customer Journeys 66

Survicate

MARCH 20, 2019

He also mentions that a customer-centric focus brought the company to initiate an entire conference, NextCon, around the subject. “ Run NPS surveys. “ Listen to your customers, otherwise, you will have none ” says Zach Hendrix, Co-Founder of GreenPal. Use customer proof to identify (and market) your strong suits. “I

Tips 85

Tips Customer Centricity Social Media Insurance 85

delighted

JUNE 7, 2019

Or, imagine you’ve just finished a presentation at a conference and see mixed reactions from the crowd. If you have a customer base in Asia or are thinking of expanding there, QR survey codes could help increase survey response rates , since consumers already use them regularly. Conference and event feedback.

Survey 59

Survey Feedback Conference Social Media 59

OpinionLab

MAY 15, 2018

The theme of this year’s conference was “CX Business Value” , which was appropriate because linking CX to tangible business outcomes has become one of the most important topics keeping CX leaders up at night. The result is feedback that may not truly represent the views of the broader customer base.

Metrics 60

Metrics Contact Center Analysis Measurement 60

Gainsight

NOVEMBER 9, 2021

But, more urgently, it’s the week of Pulse for Product , Gainsight’s annual conference for product leaders, teams, and product-centric businesses. . But as Product teams know, it takes more than amazing features to retain and grow your customer base. There’s still time to catch Day 2 of the conference.

Strategy 52

Strategy Conference Customer Journeys Sales 52

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Optimove

MAY 20, 2024

At Connect 2024, Optimove’s user conference, Paul Sephton, Head of Brand Communications at Jabra, addressed this issue and explored the transformative potential of a solution: the post-purchase customer journey. per user over the following 12 months after establishing contact, significant across hundreds of thousands of customers.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Case Study 52

Amity

FEBRUARY 18, 2014

What these 3 gears have in common is a focus on proactively managing customer outcomes. In the ‘Land and Maintain’ model, vendors could measure existing customer relationships with customer satisfaction and net promoter scores (NPS). If customers were generally happy with the product and service, that was good enough.

B2B 48

B2B Net Promoter Score Conference Sales 48

SurveySensum

JULY 14, 2020

Irit Eizips is Chief Customer Officer and CEO at CSM Practice, a global customer success management consulting firm that specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of strategy, playbooks, and technology. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

JUNE 10, 2021

One of the reasons I LOVE tech conferences, especially as a Product Marketer, is the ability to get a first-hand look at the new innovations and features that are often being launched and demoed from the keynote stage. But, retention isn’t the end game for Customer Success.

Customer Success 52

Customer Success Customer Journeys Management Net Promoter Score 52

Amity

FEBRUARY 8, 2018

years, where I managed a team of Client Success Managers, providing website consulting, online webcasting, and conference call services with a very low error rate to many of North America’s Fortune 500 companies. We look at NPS and CSAT , retention rate, and causes of churn. How do you keep on learning about Customer Success?

Customer Success 71

Customer Success Metrics Customers Feedback 71

Amity

NOVEMBER 21, 2016

In her featured post earlier this year, Kia Puhm, a customer experience consultant and a former executive with Adobe, Eloqua and Blueprint, advocated using customer benchmarking in every QBR, annual renewal discussion and proactive strategic meeting with customers. Strategy 3: Customer Benchmarking using Vendor Surveys.

Strategy 48

Strategy Analysis Metrics Software 48

Gainsight

JUNE 4, 2019

Now customer success has its own prestigious award! This year at our annual Pulse conference , Gainsight launched the Pulse Impact Awards. We wanted to save a spot on the biggest stage in customer success to honor teams that made an impact in four different categories over the last year.

Chief Customer Officer 8

Chief Customer Officer Conference Innovation Customer Success 8

ChurnZero

AUGUST 15, 2024

Identify the key metrics that matter most to your business, such as customer health scores, usage frequency, and NPS scores. 5: Keep learning and improving AI is a powerful ally in the quest to improve customer retention and manage churn risks. Understand which trends are worth investigating, and prioritize.

Customer Retention 52

Customer Retention Management How To Trends 52

Gainsight

JUNE 10, 2021

As the world began to open back up, we were excited to see our Pulse Everywhere conference evolve into a hybrid event. Their hard work of moving from proactive motions to predictive action has paid off and is proof of the value of visibility into the customer base. NPS responses grew, and ROI improved.

Software 52

Software Customer Success NPS Leadership 52

Pointillist

JUNE 15, 2018

The answer lies in behavioral segmentation , which allows businesses to divide customers into groups according to their knowledge of, attitude towards, use of, or response to a product, service or brand. Hand-picked related content: 10 Powerful Behavioral Segmentation Methods to Understand Your Customers ].

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

InteractionMetrics

JULY 29, 2024

If they were truly scientific, we would expect higher NPS and ACSI scores, and we would be having routinely good customer experiences. Want a 5-minute rundown of how to Leverage Science for Customer Success? NPS is too prolific, being used at every touchpoint instead of as a summary measure as Bain intended.

Survey 52

Survey NPS Analysis Metrics 52

Ian Williams

MAY 13, 2016

A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. After all, many companies already regularly ask customers to rate their performance, so why not do the same in return?

Comparison 40

Comparison Course Customers Conference 40

ChurnZero

DECEMBER 4, 2020

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). To become your organization’s source of truth for your customer base, Anna recommends that Customer Success own the following data points: Gross retention*.

Customer Success 59

Customer Success Leadership Communication Customers 59

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

ChurnZero

NOVEMBER 24, 2020

“It’s not them , it’s you ,” says Anna Talerico of Arthur Ventures while handing out some hard truths to Customer Success leaders during her session “ When Customer Success Is a Second-Class Citizen ” at BIG RYG, ChurnZero’s annual Customer Success conference. Understand what’s important to other departments.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Qualtrics

MARCH 1, 2021

NPS (Net Promoter Score). NPS is a one-question metric that captures how willing a customer would be to recommend you to a friend or colleague. As with CSAT, NPS can be run in different contexts. Download your free NPS survey template. Customer segmentation survey. Learn more about customer segmentation.

Survey 29

Survey Net Promoter Score NPS Employee Engagement 29

BirdEye

AUGUST 9, 2024

Surveys : Know what your customers feel about you with NPS, CSAT, and pulse surveys and gain keen insights from customer feedback. Referrals : Trackable referral programs to increase revenue, simplify incentive programs, and expand your base. Reputation does not have a dedicated pricing structure on their website.

Comparison 59

Comparison Social Media Multi-Channel Survey 59

ChurnZero

DECEMBER 20, 2019

They use a scale of 0 to 100 to grade health and ideally you want customers to rank with a positive score (green/low risk/healthy) and not a negative one (red/high risk/unhealthy). When customers are unsuccessful and become Detractors, we find out what we could do better and work to improve the situation.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

Kustomer

JANUARY 21, 2021

Some of it came kind of from our business focus as we emerged in kind of the customer satisfaction, customer loyalty measurement industries from the research perspective. And then on the opposite side, maybe tens, if not hundreds of people that are delivering the value to those customers. Gabe Larsen: (20:57).

B2B 72

B2B Company B2C Customer Centricity 72

ChurnZero

JUNE 3, 2022

Paul: As sales moves away from a push model—now customers intuitively know what they want, they start Googling it and they’re buying versus being sold to—how does it change things like contract extensions and upsell opportunities? Do you see some tension evolving between sales and Customer Success teams?

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

Paul: As sales moves away from a push model—now customers intuitively know what they want, they start Googling it and they’re buying versus being sold to—how does it change things like contract extensions and upsell opportunities? Do you see some tension evolving between sales and Customer Success teams?

Customer Success 52

Customer Success B2B Metrics Sales 52

Amity

AUGUST 5, 2016

"The only constant in Customer Success, really, is change." " How has your user base changed since you started at Achievers? Initially, our customer base was primarily made up of mid-market Canadian companies, and we’re so proud of that, being a Toronto startup. But like I said -- a LOT of meetings!

Customer Success 48

Customer Success Culture Customers Meeting 48

Amity

OCTOBER 31, 2016

We know that to have hockey stick growth, we need to start with Customer Success. When I came on board, we had a very large customer base split up between a team of three. Today, we have 1,400 customers split between a team of 12, but that still poses challenges. The challenge from day 1 was scale.

Customer Success 0

Customer Success Customers Metrics Sales 0