ECXO

DECEMBER 25, 2024

Foster a culture where employees feel valued and motivated to deliver exceptional service. Why It Works: Happy, empowered employees are more likely to create positive customer experiences. Example Action: Hold regular CX training sessions and celebrate employee success stories in customer interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Churn Reduction.

Customer Success 126

Customer Success Tips Feedback Customers 126

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

Amity

DECEMBER 21, 2017

Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. Here are some pieces around aligning Customer Success and other teams.

Customer Success 107

Customer Success Tips Video Leadership 107

ChurnZero

AUGUST 5, 2022

When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest. Does it have any merit? Let’s find out.

Customer Success 98

Customer Success Management Touchpoint Analysis 98

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 0

Customer Success B2C NPS e-support 0

Gainsight

MARCH 2, 2022

One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. . More and more businesses are realizing that taking care of all of their customers reaps huge dividends.

Customer Success 98

Customer Success Effort Score Course Culture 98

Amity

MARCH 24, 2016

Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. We sat down with Monique Steele, Director of Customer Success, to discuss how Customer Success has evolved at Vend over the last 3 years. How is Customer Success structured at Vend?

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

Lumoa

MAY 21, 2018

Most of the functions in an organization have something to do in improving the customer experience. Top leadership Top leadership (C-Suite leaders and senior management) should set and communicate a clear customer centric vision, set targets and follow them up. You can see the very surprising results below.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 98

B2B Customer Success Customer Service B2C 98

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. . Responsibilities: Own the revenue number for the installed customer base. Customer Success Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Amity

MARCH 1, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. How did you get started in Customer Success? When I first started at LinkedIn, the concept of Customer Success existed but the label did not.

Customer Success 91

Customer Success Customers NPS Metrics 91

Customer Bliss

MARCH 28, 2018

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Implementing a Customer Success Strategy is a Cultural Transformation.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

JUNE 8, 2020

In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one? Customer centricity requires that your go-to-market functions work in sync. . – Jeremy Uteza. – Anas Orwani.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Journeys Customer Success Strategy 90

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Your team is stressed and ready to walk away.

Customer Success 98

Customer Success Touchpoint Analysis Customer Journeys 98

ClientSuccess

MARCH 8, 2023

A little bit of gratitude can go a long way in building a loyal customer base. In conclusion, writing an effective customer success follow-up email is about personalization, clarity, value, and gratitude.

Customer Success 79

Customer Success Tips eBook Roadmap 79

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Customer Success 98

Customer Success Net Promoter Score Metrics NPS 98

ChurnZero

MAY 20, 2022

In our webinar, The CSM journey: How to carve your Customer Success career path , Peter Armaly, vice president of Customer Success at ESG , explores specialized career paths in CS, the skills expected of CS professionals, and why you should be more serious than ever about taking charge of your own career.

Customer Success 98

Customer Success How To Banking Leadership 98

Amity

JUNE 16, 2016

With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform. We sat down with Ellie Wilkinson , the Senior Customer Success Team Manager at Moz, to discuss how Customer Success has evolved over the last two years.

Customer Success 80

Customer Success Self Service Customers Training 80

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

CustomerSuccessBox

MAY 22, 2019

Customer segmentation has become vital to provide a holistic customer experience. When a company is small (< 100 customers) and is setting up the customer success practice, customer segmentation may not seem that important. All customers are not equal. What is customer segmentation?

Customer Success 75

Customer Success CRM Customers Groups 75

BirdEye

AUGUST 3, 2023

Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. In this article, you will explore the realm of customer satisfaction and how businesses can leverage it to create a loyal customer base. Table of contents What is the customer satisfaction score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. This volatility can lead to several issues.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? Rachel Yockey , Vice President of Experience at Realync.

Customer Success 81

Customer Success Customer Retention Metrics Tools 81

Lumoa

APRIL 7, 2022

This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. An NPS score is a valuable metric to track customer sentiment, and it can help businesses improve customer loyalty, boost sales, and improve customer satisfaction. Remember, location matters.

NPS 195

NPS Net Promoter Score Industry How To 195

Retently

MARCH 10, 2022

Customer Success and Churn. Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages.

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Retently

MAY 21, 2024

This occurs when the survey participants don’t represent the broader customer base. An unrepresentative sample can overly emphasize certain customer types (such as those who have recently made a purchase or those who are more digitally savvy), distorting the NPS. Cultural NPS bias What is it? Why does it matter?

Net Promoter Score 139

Net Promoter Score NPS Culture Survey 139

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

Amity

FEBRUARY 8, 2018

Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. Read our interview with Karin to find out where Customer Success started at Uber Eats, where it is now, and where it’s headed in the future.

Customer Success 71

Customer Success Metrics Customers Feedback 71

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 60

Customer Success B2C NPS e-support 60

ECXO

SEPTEMBER 30, 2024

o Cultural Differences and Blame Game Organizational culture can further entrench divisions. Sales teams might view internal teams as roadblocks to closing deals, while internal teams may see sales as overly aggressive or disconnected from the operational realities by over-promising to customers.

Sales 156

Sales Customer Experience Innovation Culture 156

Gainsight

NOVEMBER 14, 2024

Every year at Pulse Europe , we recognize European industry leaders who have made significant contributions to the field of customer success (CS), driving innovation and transforming the way businesses engage with their customers. Their technology transforms how their customers do business, turning uncertainty into opportunity.

Self Service 52

Self Service Effort Score Hospitality Innovation 52

Amity

APRIL 7, 2016

Recognition of Customer Success is growing rapidly, yet it requires more than just a new department, new hires, and new titles. The shift to a Subscription Economy and the corresponding shift in Power to Customers means that businesses need to embrace Customer Success just to keep pace, let alone thrive.

Customer Success 69

Customer Success Leadership Sales Report 69

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events.

Tips 69

Tips Customer Success Social Media Roadmap 69

Amity

AUGUST 17, 2017

You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you're an old pro, there are a few things that you should do to prep yourself for success. Step 5: Examples of Success. Are you the one?

Customer Success 69

Customer Success How To Customers Examples 69