ChurnZero

JANUARY 10, 2025

While those consumer innovations may still be a few years away, 2025 is sure to be a year of creativity and change in the B2B technology space, particularly in customer success (CS). And even more specifically, in the sphere of digital customer success. These are noble goals. Thats where measuring efficacy comes in.

Trends 52

Trends Customer Success Net Promoter Score Customer Journeys 52

ChurnZero

JULY 31, 2024

And, i f your customers are not, in fact, living inside their email inboxes, why would you rely so heavily on email as a digital engagement channel to interact with them? But digital customer success is more than just sending automated emails. By using channels outside of email, of course!

Customer Success 105

Customer Success Engagement Video Chatbots 105

Gainsight

OCTOBER 10, 2024

Customer Success teams often believe their only choice is between a platform that can be implemented quickly and one that is powerful enough to grow with them in the future. In fact, companies should not invest in a Customer Success Platform (CSP) unless it offers both. But it doesn’t have to be an either-or decision.

Customer Success 52

Customer Success Comparison Tools Customers 52

ChurnZero

NOVEMBER 8, 2024

In the world of customer success, there’s a constant pressure to scale while maintaining that personal touch that keeps customers loyal and engaged. Training took months, and canned responses broke down the moment a customer veered off-script. Enter generative AI: a game-changer for customer success.

Customer Success 52

Customer Success Customer Journeys Loyalty Interaction 52

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? Serving one segment at the expense of the broader customer base can be risky.

Feedback 509

Feedback ROI Innovation B2B 509

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Engaging your investors starts by understanding what they care about. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. What metrics do investors care about?

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? Creatively Segment your Customers. Believe it or not, customers are not created equal. Think Scale.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ChurnZero

SEPTEMBER 4, 2020

Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts. Scenario #1 – Strengthen f eature adoption based on behavior .

Customer Success 87

Customer Success Engagement e-support Tips 87

ChurnZero

MARCH 28, 2025

When customer success starts reporting into the CRO, its not just a reporting changeits a strategic shift. Most CROs come up through sales, where success is measured by speed and outcomes. But owning the full customer lifecycle demands a new operating modelone built on trust, value, and long-term growth.

Customer Success 52

Customer Success How To CRM Sales 52

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

Totango

JULY 23, 2021

When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used. Let’s break down these factors and take a look at what components are needed to structure an efficient and successful CS team. .

Customer Success 127

Customer Success Chief Customer Officer How To Sports 127

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights.

Customer Success 112

Customer Success Data Strategy Tips 112

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. Qualities of an ideal CSM include. .

Customer Success 126

Customer Success Tips Feedback Customers 126

Totango

NOVEMBER 25, 2020

To prevent these churn-centered scenarios , organizations are increasingly turning to platforms like Totango to engage customers on a personalized level that their rivals can’t match. . What is Customer 360? . Amongst these different data sources, Customer 360 accesses: Support tickets . Goals and KPIs. Account Coverage.

Customer Success 112

Customer Success Net Promoter Score Effort Score CRM 112

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. Subscription or license renewal.

Customer Success 112

Customer Success Management Net Promoter Score Effort Score 112

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 111

Customer Success Effort Score Touchpoint Customers 111

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Sales Customers Roadmap 98

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

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

eglobalis

SEPTEMBER 16, 2024

Systems like VOC and companies such as Sandsiv help provide real-time customer insights. At a local level , teams can engage in direct feedback sessions with customers, ensuring rapid responses to issues. Train and Empower Employees CX excellence is impossible without fully engaged and empowered employees.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

Customer Success 108

Customer Success Exercises Customer relationships Communication 108

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Success Roles.

Customer Success 97

Customer Success Training Customers ROI 97

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Resources 98

Resources Customer Success Handbook eBook 98

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. Engage Your Customers.

Customer Success 104

Customer Success Net Promoter Score Effort Score How To 104

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 109

Customer Journeys Customer Success Net Promoter Score B2C 109

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Journeys 104

Customer Journeys Customer Success Exercises B2B 104

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. Every customer is different. And that’s a churn risk.

Customer Success 96

Customer Success Groups eBook Customers 96

ECXO

DECEMBER 25, 2024

Prioritize Omnichannel Consistency What to Do: Ensure a seamless experience across all customer touchpoints (e.g., Why It Works: Customers are more likely to trust and engage with brands that offer consistent experiences wherever they interact. Why It Works: Post-purchase engagement builds trust and encourages repeat business.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ChurnZero

JULY 29, 2022

A customer’s decision to stay with you doesn’t come from a single interaction; instead, it reflects their entire experience across your organization. To tap retention as a growth channel, you need a customer success strategy that elevates your customer success teams and puts customers at the heart of everything you do.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

Customer Success 101

Customer Success Chief Customer Officer Customer Centricity Sales 101

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. What is a Customer Success Dashboard?

Metrics 99

Metrics Customer Success Net Promoter Score NPS 99

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 93

Customer Success Tips Customer Journeys Customer Retention 93

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 85

Customer Success Customer Journeys Guidelines Customers 85

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Onboarding.

Customer Retention 106

Customer Retention Software Customer Success CRM 106

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Customer Success 99

Customer Success Communication Meeting Touchpoint 99

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? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba?

Customer Engagement 115

Customer Engagement Customer Journeys Engagement Strategy 115