Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Customer Success 108

Customer Success Management Net Promoter Score Effort Score 108

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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

Gainsight

MARCH 16, 2022

The right approach to measuring customer health will largely depend on your customer success organization, as well as the goals of your customers. However, the tools you need to create objective, actionable measurement of customer health are more universal. Creating a Customer Health Scorecard.

How To 98

How To Effort Score Measurement Metrics 98

Totango

DECEMBER 14, 2021

The holidays give you a unique annual opportunity to build goodwill with customers that can last all year and promote long-term loyalty. Because of this, knowing how to build customer loyalty during the holidays greatly strengthens your ability to cultivate stronger relationships with your customers. Free services.

Loyalty 85

Loyalty How To Net Promoter Score Effort Score 85

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer Success 52

Customer Success Net Promoter Score Effort Score Self Service 52

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. .

How To 87

How To Financial Customer Base Leadership 87

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.

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

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

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset.

Customer Success 52

Customer Success Marketing Net Promoter Score Case Study 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.

Customer Success 85

Customer Success Chief Customer Officer Software Customers 85

Retently

JUNE 28, 2022

Both these systems are easy to implement, and the reaped benefits will be of significant impact on the customer base. How customers can help your business grow. Create Customer Success Stories and Case Studies. Another example is Uber, which offers a free ride to the referrer and the referee.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

ClientSuccess

MAY 10, 2022

This number is also used to determine ARR (annual recurring revenue), which shows how much revenue will come in each year from this initial contract. . Think about any potential product enhancement requests, advisory board placements, case study potential, customer speaking engagements, etc. How to calculate Customer Lifetime Value.

How To 59

How To Case Study Metrics eBook 59

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context.

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. 1: Is NPS a Customer Success metric? Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context.

Customer Success 97

Customer Success NPS Net Promoter Score Metrics 97

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

Customer Bliss

MAY 16, 2018

In this episode, Francis and I chat about the different tactics he has implemented during his 8 months at Rigor in order to improve customer relationships and facilitate customer-driven growth. Put Yourself in the Shoes of Your Customer. How can a vendor be more valuable?

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Q: If your customer has more than one need, how do you decide which to prioritize first—or you do you address them all at the same time? Q: Our customers seem to be suffering from a failure-to-launch issue.

Sales 52

Sales Customer Success Tourism Roadmap 52

Totango

JULY 11, 2024

But, what we’ve found over the last year – in a real painful way – is that it’s no longer working.” – Chris Dishman , Senior Vice President of Customer Success, Totango + Catalyst For years, SaaS leaders thought new customer acquisition was the fastest way to grow.

Strategy 78

Strategy B2B Sales Metrics 78

ChurnZero

SEPTEMBER 4, 2020

You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Scenario #1 – Strengthen f eature adoption based on behavior .

Customer Success 87

Customer Success Engagement e-support Tips 87

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

Customer Success 106

Customer Success Strategy Management CRM 106

Totango

MARCH 5, 2021

You can test a retention idea on a small sample group before implementing it with your entire customer base. Fifth , by tracking and improving your CRR, you can optimize customized retention strategies for different segments of your customer base. How to Improve Your Customer Retention Rate.

Customer Retention 88

Customer Retention How To Net Promoter Score Effort Score 88

InMoment XI

OCTOBER 31, 2023

They employ skilled agents who communicate with customers using to address their concerns, answer questions, or provide assistance. In essence, call centers bridge the gap between a business and its customers. Agents are typically divided into teams or departments, each specializing in a particular area of customer support.

Call Center 260

Call Center Strategy Management First Call Resolution 260

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 87

Customer Retention Customer Journeys Customer Success Strategy 87

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

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Q&A Recap.

Customer Success 98

Customer Success Effort Score Self Service Tools 98

Totango

SEPTEMBER 24, 2020

Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges. Customers are loyal to the ongoing value you provide them.

How To 78

How To Customer Success Customer Journeys Customers 78

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Totango

OCTOBER 29, 2019

In the 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.

Customer Success 61

Customer Success Tips Feedback Customers 61

Amity

SEPTEMBER 19, 2016

Your customers really seem to love you, and why wouldn’t they? You and your growing customer base seem to be linked arm in arm skipping into the sunset. How could I have been more proactive and maybe saved this relationship? You need Customer Success! Things are going really well. This is key.

Customer Success 0

Customer Success Management How To Customers 0

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. Essential Responsibilities of Customer Success Managers. Onboarding Customers.

Customer Success 52

Customer Success Management Financial B2B 52

SurveySensum

SEPTEMBER 6, 2023

This approach not only gets you more reviews but also builds customer loyalty , enhances your online reputation, and attracts new customers. Personalized Customer Engagement Personalized communication is the key to nurturing robust customer relationships. Thus it’s important to personalize your customer engagement.

NPS 52

NPS Brands Social Media How To 52

CSM Practice

JANUARY 13, 2021

We’ll start with the basics and cover the different components of the renewal process, such as: The Customer. What Is the Renewal Process for Customer Success? The renewal process for customer success is the process of accessing and transacting the known renewal opportunities over a fixed period. Technology.

How To 98

How To Self Service Touchpoint Customer Centricity 98

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.

Customer Success 19

Customer Success Management How To Customer Journeys 19

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. This article was originally published on WnTD's blog. Create a consistent internal communication process.

Sales 87

Sales Customer Success Tips Customer Journeys 87