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. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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

Gainsight

OCTOBER 17, 2022

At Gainsight, we believe that truly durable growth is built on strong customer relationships. Taking care of your customer base not only maintains revenue streams during lean times, it can actually drive expansion. That’s why customer success and product experience become core competencies during a downturn. .

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

ClientSuccess

FEBRUARY 8, 2023

The CSM manages the day-to-day relationship and is primarily responsible for driving value for the customer and broad adoption of your product. If the right collaboration is fostered , the CSM should be the best expansion lead gen source for the AE, surfacing many opportunities from her assigned customer base.

Customer Success 71

Customer Success eBook Sales Resources 71

GetFeedback

DECEMBER 21, 2018

You’ll quickly gain visibility around customer preferences, and you can use that to make future decisions around strategy. Cultivate customer relationships. Brands are in the business of relationships, not the business of sales. Your customer relationships need to be mutually beneficial.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

MAY 10, 2022

However, with the right formula in hand (and the data to back it up), you can easily calculate Customer Lifetime Value at a customer or company aggregate level. . Total value of non-revenue generating activities: right out of the gate, you should be able to spot marketing opportunities for a customer based on the brand itself.

How To 59

How To Case Study eBook Metrics 59

ClientSuccess

NOVEMBER 24, 2021

Communities can: Provide a way to showcase the great work your customers are doing. Facilitate learning and information sharing across your customer base. Communities can be incredibly powerful and, when leveraged correctly, can help transform your entire customer engagement strategy. Toolkit: Customer Journey Toolkit.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Success 52

Customer Success Company eBook Customer relationships 52

ClientSuccess

NOVEMBER 18, 2020

Customer relationship ‘developers’: While the value a customer achieves with an organization has a lot to do with the product itself, their sentiment and attitude towards a vendor relationship has to do with their customer relationship manager. eBook: Customer Success as a Culture: Leaders Edition.

Leadership 59

Leadership eBook Customer Relationship Management Customer relationships 59

SurveySparrow

APRIL 23, 2023

By targeting prospects more likely to become customers, you can allocate your resources more effectively, resulting in a better return on investment (ROI). Better Customer Relationships Generating quality leads and building demand involves understanding your target audience’s needs and pain points.

B2B 52

B2B Marketing Social Media Advertising 52

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

ChurnZero

JANUARY 10, 2022

That crucial handoff can make or break your onboarding: Sales sold the customer the dream, and now Customer Success needs to facilitate the realization of that dream. CS teams should get as much as they can from the Sales team in order to be best prepared for this customer relationship.

Metrics 98

Metrics Customer Success Training eBook 98

Kustomer

JUNE 7, 2023

Like any playbook, it should contain a stock of methods and go-to tips firms use to provide great customer service and create their ideal CX. Building a loyal customer base doesn’t just happen overnight. As customer trends shift over time, so will the contents of a CX playbook. Through technology, of course!

Financial 94

Financial CRM Banking Effort Score 94

Qualtrics

JULY 22, 2021

Learn why customer relationship measurement (CRM) isn’t enough - and why customer relationship health management is the new way to create impactful experiences. Customer relationships form the heart of any business, but how these relationships are managed is still a point of contention for many brands.

Measurement 26

Measurement Management Net Promoter Score Effort Score 26

inmoment

AUGUST 19, 2020

The firm launched more transaction-based listening programs to gather real-time customer feedback and serve as the collective core of its updated CX program. Within 18 months, the firm expanded the number of products/services per customer household by 16 percent, resulting in a 4 percent increase in loan share of wallet.

Financial 52

Financial Brands eBook Survey 52

ChurnZero

JANUARY 19, 2022

By going the extra mile to deal with customers that aren’t too happy, businesses can reduce churn and expand their customer base over time. Top 5 Tips on How to Deal With an Angry Customer. A customer that’s already angry won’t appreciate being spoken to in an uncertain or — worse — confrontational tone.

Tips 52

Tips How To eBook Exceptional Customer Service 52

Playvox

APRIL 21, 2023

Providing different channels as contact methods without monitoring for performance or quality means the customer experience could suffer in those channels without you even realizing it. In uncertain times, getting capacity planning, forecasting, and scheduling right will help you deliver an outstanding omnichannel customer experience.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Playvox

MAY 4, 2023

So what, exactly, would it take to meet (or even better exceed ) customer expectations these days? Let’s go through some key factors that make or break a great digital customer experience. Related eBook: Why Digital Matters: Connecting With Customers Beyond Voice Data, Data, Data I’m in love with my new smartwatch.

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Interactions

FEBRUARY 11, 2021

When unplanned volume hits, answering the needs of your customers by proactively providing information and not making them wait in a long queue will show them that they are your number one priority. Offering channels that your customers do not use, just for the sake of adding channels, does not allow you to focus on the channels that matter.

Brands 71

Brands Average Handle Time eBook Technology 71

NobelBiz

AUGUST 13, 2024

This ensures continuity in customer communications and eliminates the confusion of changing contact numbers, making transitions between systems seamless. Related Resource Ebook | 16 Must Have Productivity Tools for your Contact Center 6. This ensures that no call is dropped and that every customer is attended to in order.

Call Center 52

Call Center Contact Center Customer Service Self Service 52

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

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.”. Customer Success Leaders Share Best Practices.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

ChurnZero

APRIL 10, 2020

Implementation is a project-based team and rolls off customer accounts once the implementation phase is completed. Unlike Customer Success, their relationship with the customer is finite and bound by a project deadline. Involve Customer Success early. dence to own their role in the customer relationship.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

ClientSuccess

OCTOBER 2, 2019

A CSM has a wide range of responsibilities, but is entirely focused not only on renewing, upselling or cross-selling as an Account Manager, but on each customer’s ultimate success using a product or service. As a general guideline of the duties of a Customer Service Manager, JobHero’s definition is helpful: . “A

Customer Success 47

Customer Success Management eBook Metrics 47

Gainsight

DECEMBER 15, 2021

Many companies use in-product onboarding in combination with in-person training to ensure that their product is sticky for new customers. . The specific playbooks you design will be determined by your customer base and their unique goals. Additionally, you’ll have an easier time marketing to new customers.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

ChurnZero

JANUARY 8, 2021

So, here’s our watchlist of Customer Success leaders to follow in 2021 – a year that’s bound to be marked by its own unique struggles and successes, as well as the cementing of Customer Success in the C-suite. . Staci Satterwhite, Chief Customer Officer, Khoros.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Qualtrics

DECEMBER 20, 2018

Customer relationship single brand – Understanding how customer satisfaction rates differ between products or services gives you an idea of what you need to rally around to become more customer-centric. Do you want more information on researching and reaching your customers?

Customer Experience 30

Customer Experience Effort Score Rewards Programs NPS 30

ChurnZero

MARCH 11, 2020

Were you able to work with your peers in our customer base to share best practices to increase your proficiency and ROI with our product? What advice would you give us to help serve our customers better in the future? Customer Success (CS) teams are undergoing a painful growth spurt—maturing out of their ill-?t

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

ClientSuccess

JULY 5, 2017

One of the most critical stages of the customer lifecycle is the sales handoff. The transition between the sales cycle and the ‘becoming a customer’ portion of the relationship sets the tone for how the rest of the customer relationship will play out. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Sales 40

Sales Customer Success ROI Customers 40

BirdEye

APRIL 6, 2023

Finding opportunities as a freelance writer is relatively easy, thanks to gig-based sites such as Fiverr and Upwork. Freelance writers generate a wide range of content, from blog posts to ebooks and even ghostwriting speeches. Outside of purchasing the right equipment, building a customer base is another challenge.

Insurance 98

Insurance Social Media Transportation Consulting 98

ProProfs Chat

JUNE 25, 2021

It could be an ebook or a free gift voucher. Over a period of time, you can see that many of these leads get converted to your customers. When you integrate CRM (customer relationship management) software into your surveys, you can easily create a good customer experience for your existing customers.

Survey 52

Survey How To Chatbots Feedback 52

SmartKarrot

FEBRUARY 21, 2023

Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base. Hope you enjoyed browsing this as much as we enjoyed putting it together.

Management 10

Management Customer Success eBook Exercises 10

ProProfs Chat

SEPTEMBER 28, 2021

When a customer is confused by the answers, step in and offer suggestions. . While online customer communities are great for collecting customer feedback, they also act as critical tools to create strong customer relationships that can stand the test of time. Interview Customers Frequently.

Feedback 52

Feedback Social Media Net Promoter Score Survey 52

SurveySparrow

SEPTEMBER 6, 2019

Including the complaints that you receive on social media on a priority basis is one of the first things that you should do as ignoring them will make your customers leave with a bad taste. #7 7 Create a knowledge base. Knowing what your customers want will make you take steps that will benefit your enterprise. 8 Feedback.

Social Media 51

Social Media Effort Score Metrics Customers 51

Magellan Solutions

FEBRUARY 24, 2022

Ideally, the software should be able to work with your customer relationship management (CRM) system. It’s important to note that an offer is what’s being “offered” on the landing page, like an ebook, a course, or a template. And how up-to-date it is with both its strategy and how it does it.

Social Media 40

Social Media B2B B2C Sales 40

ClientSuccess

OCTOBER 17, 2018

3) From : Jorie Basque , Customer Relationship Manager | Company : InGenius Software | Location : Ottawa, Canada. True customer advocacy – giving everything I have to building customer success as a culture. This is particularly true when dealing with a segmented customer base. Submit your answers here.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56