Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. What constitutes a good score varies by industry.

NPS 90

NPS Customer Success Customer Journeys Net Promoter Score 90

Totango

AUGUST 9, 2022

This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. B2B customers may be segmented based on categories, including: Demographics: such as location, language, and job title.

B2B 102

B2B Customer Journeys Social Media Net Promoter Score 102

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. B2B vs. B2C Customer Service. Defining B2B Customer Success.

B2B 94

B2B Customer Success Customer Service B2C 94

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 82

Customer Success Customer Journeys Guidelines Customers 82

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. What constitutes a good score varies by industry.

NPS 62

NPS Customer Success Customer Journeys Net Promoter Score 62

Totango

NOVEMBER 25, 2020

Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location. With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. .

Customer Success 110

Customer Success Net Promoter Score Effort Score CRM 110

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why.

Customer Success 98

Customer Success NPS Net Promoter Score Metrics 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why.

Customer Success 97

Customer Success NPS Net Promoter Score Metrics 97

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Customer Engagement 112

Customer Engagement Customer Journeys Engagement Strategy 112

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding?

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. Educating the customer on how your platform can support their business goals. What Is the Client Onboarding Process?

Customer Journeys 95

Customer Journeys Self Service Customer Success Software 95

Education Services Group

JANUARY 25, 2022

For some, monetizing Customer Success may feel like a long way off. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. A tiered pay structure that encompasses the entire customer lifecycle.

Customer Success 52

Customer Success Net Promoter Score Customers Customer Journeys 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Customer Engagement 87

Customer Engagement Customer Journeys Engagement Strategy 87

Gainsight

JUNE 2, 2022

All of this falls under the umbrella of scaling customer success. Managing the relationship between your customers and the solutions you provide them is a huge part of achieving monumental revenue and retention goals. Align Customer Success Strategy With Sales Goals.

Customer Success 52

Customer Success Resources Customers Sales 52

Gainsight

SEPTEMBER 5, 2021

That is why many companies are turning toward customer success platforms to provide the structure, data analytics, and other features they need to measure the performance of their channel partners in delivering for their customers. Why weave channel partner customer experience data into your customer success platform?

Customer Success 52

Customer Success Metrics Customers Feedback 52

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Customers Leadership Sales 52

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

Trends 98

Trends Industry Customer Service Chatbots 98

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? This means face-to-face too, where possible.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. Customer Success Skills. Data Management.

Customer Success 72

Customer Success Customers Sales Management 72

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

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

Customer Success 45

Customer Success Customer Journeys Study Effort Score 45

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

CustomerSuccessBox

FEBRUARY 28, 2022

Undoubtedly, this change has crept into the Customer Success world as well. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. As a Customer Success professional, you’d know how difficult it is to expand your customer base.

Customer Success 52

Customer Success Customer Engagement Sales Customer Journeys 52

Totango

FEBRUARY 22, 2021

At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!). Changing the Customer Success Game. In particular, the pandemic forced companies to redefine and refocus on the customer experience.

Customer Success 62

Customer Success Hospitality Sports Leadership 62

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Voice of Customer.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

CustomerSuccessBox

JUNE 13, 2022

All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”.

Self Service 106

Self Service CRM Customer Retention Customer Journeys 106

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? 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.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. This partnership helps to activate the flywheel and propel growth from the existing customer base. What do these four pairs have in common?

Chief Customer Officer 94

Chief Customer Officer Customer Centricity Metrics CRM 94

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar is called “The Customer Success Maturity Model” You can request the recorded version here.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

CustomerSuccessBox

MARCH 31, 2022

With the tremendous growth in the SaaS industry, the job role of a Customer Success Manager (CSM) has become one of the most promising careers! In this highly competitive SaaS market, it is the customer success manager who elevates the company’s growth. Being a great customer success manager is not that easy!

Customer Success 52

Customer Success Management Guidelines Customers 52

Amity

NOVEMBER 14, 2018

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. Let’s talk about where you need to start in order to avoid this from happening to your customers.

Sales 87

Sales Customer Success Tips Customer Journeys 87

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Effort Score Communication Customer relationships 63

ChurnZero

AUGUST 25, 2021

However, there are still some key things to keep in mind when you identify the passives in your customer base: They’re satisfied. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. This can lead to churn if you’re not the low-cost leader in your industry.

NPS 98

NPS Net Promoter Score Customer Journeys Customer Satisfaction 98

ChurnZero

NOVEMBER 5, 2021

You purchased your Customer Success software with expectations of how it would perform and how your team would use it. For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. The 7-point audit checklist for Customer Success software 1.

Software 52

Software Customer Success Net Promoter Score Exercises 52