Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Gainsight

MAY 3, 2022

Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. By doing so, you reveal more product value and inspire your customer base to invest more money in your product.

Handbook 52

Handbook Roadmap User Experience Metrics 52

ChurnZero

MARCH 3, 2022

Churn monster playbook: your definitive guide to fighting customer churn If you are responsible for Customer Success in your subscription model company, you have monsters in your closet. These churn monsters take big bites out of your customer base. Download this playbook now to learn how to fight customer churn.

Resources 52

Resources Customer Success Handbook eBook 52

Gainsight

APRIL 13, 2022

Ultimately, that means the cost of bringing in new customers is lower, and the amount of money your current customers are spending on your product grows. When your company’s CAC:LTV ratio is healthy, you have more flexibility if you decide to grow your customer base. It reduces your marketing costs.

Handbook 52

Handbook User Experience eBook Resources 52

ProProfs Chat

SEPTEMBER 20, 2019

To make customer service worse, British Airways replied something straight out of things that you should never say on “Twitter handbook” . This reply from the airline operator raises the question – “why its customer service was available on Twitter only for limited hours, while the airline operated 24/7?”.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Survicate

MARCH 20, 2019

We took those phrases and made them part of our employee handbooks and marketing. Listen to your customers, otherwise, you will have none ” says Zach Hendrix, Co-Founder of GreenPal. Use customer proof to identify (and market) your strong suits. “I “Largely good, some not so good. Run NPS surveys. “ We have a mantra.

Tips 85

Tips Customer Centricity Social Media Insurance 85

Pretium Solutions

JANUARY 1, 2012

Most companies have to build a value proposition for the customer based on other customer needs that rise above price. Proactively ask those existing loyal customers to actively refer their family and friends. Organizational Accountability is all of the employee handbook-type stuff. Seek Referrals.

Customer Centricity 49

Customer Centricity Handbook Loyalty Policies 49

ChurnZero

MAY 13, 2022

As your team grows, as your customer base diversifies, as you try to do more, you need someone who’s solely focused on that. If youre looking to start or simply brush up on your CS strategy, check out the ultimate guide to Customer Success in SaaS. Marketing has ops, no one questions it. Sales has ops, no one questions it.

Chief Customer Officer 52

Chief Customer Officer Customer Success Handbook Feedback 52

Pretium Solutions

JANUARY 1, 2012

Most companies have to build a value proposition for the customer based on other customer needs that rise above price. Proactively ask those existing loyal customers to actively refer their family and friends. Organizational Accountability is all of the employee handbook-type stuff. Seek Referrals.

Customer Centricity 40

Customer Centricity Handbook Loyalty Policies 40

Pretium Solutions

JANUARY 1, 2012

Most companies have to build a value proposition for the customer based on other customer needs that rise above price. Proactively ask those existing loyal customers to actively refer their family and friends. Organizational Accountability is all of the employee handbook-type stuff. Seek Referrals.

Customer Centricity 40

Customer Centricity Handbook Loyalty Policies 40

SurveySensum

JULY 14, 2020

She is now Chief Customer Officer at ClearAction Continuum. She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. She led CX company-wide for 11 years at Applied Materials.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

JUNE 10, 2022

Deploy effective programs to promote company value with customers and design the customer journey to drive customer lifetime value. Own the execution of securing renewals across the existing customer base and measured on customer satisfaction, implementation success, and some elements of upsell.

Customer Success 3

Customer Success Handbook Customer Journeys NPS 3

SmartKarrot

OCTOBER 16, 2020

It is a given that losing a client from your base could be quite upsetting. But beyond a certain extent, losing your customer base is unhealthy. Before that, let us see what some of the adverse effects of customer attrition are: 1. Additionally, you may track individual customers and monitor their purchase cycle.

Measurement 10

Measurement Handbook ROI Return on Investment 10