ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

Team Support

NOVEMBER 30, 2023

Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Interested in learning more?

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

ChurnZero

JANUARY 10, 2022

Work Cross-Functionally During SaaS Customer Onboarding. Customer onboarding doesn’t only have to stay within Customer Success. One cross-functional relationship that absolutely cannot be ignored when it comes to SaaS customer onboarding is the relationship between Sales and Customer Success.

Metrics 98

Metrics Customer Success Training eBook 98

Gainsight

JULY 6, 2021

Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base. We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey.

Handbook 73

Handbook Customer Success Customer Base Technology 73

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. Both these systems are easy to implement, and the reaped benefits will be of significant impact on the customer base.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Read on for an even speedier download of today’s content. Human-First Customer Success. Your Customers Need You to Put Yourself First: Listen to Them! This session was led by Violaine Yziquel, Sr.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Team Support

NOVEMBER 30, 2023

Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Interested in learning more?

Omni-Channel 40

Omni-Channel Customer Service How To eBook 40

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

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? developing customer advocacy is a must.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Waypoint Group

MAY 8, 2018

B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion, and Customer Health Scoring (CHS) has been evangelized as the way to understand when and how to best engage with a customer account, while also highlighting the overall health of the customer base.

Effort Score 40

Effort Score B2B Customer Retention Examples 40

Influitive

OCTOBER 21, 2015

That’s what Forrester Vice President and Principal Analyst Laura Ramos has found in a new report, Advocate Marketing Creates B2B Customer Relationships That Last A Lifetime. . In the report, Laura discusses why advocate marketing is critical to the success of B2B companies. Stronger personal relationships.

B2B 99

B2B Marketing Social Media Report 99

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

BirdEye

NOVEMBER 19, 2020

Surveys can help you collect in-depth feedback from a wide segment of your customer base. This feedback can help you gauge overall customer satisfaction and gather in-depth information about specific issues in customer experience. Download our comprehensive guide. Net Promoter Score.

Net Promoter Score 98

Net Promoter Score Marketing Social Media NPS 98

TeamSupport

APRIL 26, 2019

Tying personalization into the previous point, automating certain aspects of the customer experience won’t remove the human touch from customer service. Rather, it will provide service teams with an opportunity to foster more one-to-one connections with their customer base. Understand the customer.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

ChurnZero

MARCH 11, 2020

Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. What advice would you give us to help serve our customers better in the future?

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

ChurnZero

OCTOBER 18, 2019

Does that churn monster description ring any bells for you with your current customer base? As Customer Success Managers, I’m sure you’ve all dealt with a customer that puts up a fight every time you try to offer advice or guidance, because they disagree with your input and think they know better.

Customers 40

Customers Training Tips Customer Success 40

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? These teams are responsible for the tactical realization of value for the customer.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

SmartKarrot

MAY 27, 2020

The program also gives a detailed overview of developing a strategy to expand and grow existing customer relationships, thus propelling customer retention benefits. The training focuses on creating value and finding the exact way out so that the strategies can benefit both, the customer as well as the business.

Training 10

Training Resources Management Groups 10

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Customer success.

Tools 71

Tools CRM Analytics Advertising 71

InMoment XI

DECEMBER 7, 2023

Regularly tracking and analyzing these metrics can guide your business as you look to make informed decisions that enhance customer satisfaction and loyalty. Promoters (score 9-10) are loyal, satisfied customers who will help fuel your business growth by buying and referring other customers to your business.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. Customer experience programs are far more than surveys. Surveys will always play a part in customer experience. As you do, your data is integrated via API to the gaming company’s customer relationship management (CRM) platform and player profile database.

Survey 98

Survey Return on Investment eBook System 98

ViiBE Blog

AUGUST 18, 2021

According to KPMG, 86% of loyal customers will recommend a brand to their social circle. Since repeat business brings in more revenue over time than single-visit customers, it’s crucial to retain a regular customer base. There are several ways to identify your customer’s expectations. Download now.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

ChurnZero

MARCH 27, 2020

Blog Author: Bri Adams, Customer Success Manager, ChurnZero. Walkthroughs accelerate time to value (the amount of time it takes a customer to realize value from your product), which drives feature adoption, and ultimately, customer loyalty. Customer Success is about helping your customers realize value with your product.

Tips 52

Tips Self Service Effort Score Customer Success 52