Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. .

ROI 64

ROI Customer Success How To Customer Centricity 64

Totango

JULY 23, 2019

This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied. . The Role of Customer Success Teams.

Customer Success 63

Customer Success Effort Score Customer Centricity Customer Journeys 63

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. To achieve that goal, you must continually and reliably deliver value to your customer. The 6 Key Areas of Customer Success Metrics.

Metrics 63

Metrics Customer Success How To Return on Investment 63

Kapta Customer Success

OCTOBER 9, 2023

Are you developing and capturing the voice of your customers for customer advocacy? More than 75% of B2B buyers consult three or more sources of advocacy before making a purchase decision, according to Gartner.

Voice of Customer 59

Voice of Customer B2B Consulting Customers 59

Totango

MARCH 6, 2020

Today’s on-demand, subscription-dominated marketplace requires that enterprises pay closer attention to what their customers want from their products—and there’s no clearer indication than their own words. Voice of the Customer is usually considered to be the result of direct requests for information such as surveys (i.e.

Voice of Customer 93

Voice of Customer Feedback Customer Success Social Media 93

SurveySparrow

DECEMBER 27, 2023

In this blog post, we will explore the three best Voice of the Customer framework for B2B SaaS companies, highlighting their benefits and providing practical advice for leveraging them effectively. What is Voice of Customer Framework? This approach not only enhances customer satisfaction but also builds loyalty.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. In this customer-centered economy, a lapsed customer could represent years of lost renewal opportunities.

Strategy 111

Strategy B2B Management ROI 111

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Voice of Customer.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. .

ROI 48

ROI Customer Success How To Customer Centricity 48

Waypoint Group

OCTOBER 6, 2021

The customer receives 1:1 attention and (if the sales rep is any good) then, “This will be the beginning of a beautiful friendship” as the customer connects with the Customer Success team to support their endeavor, furthering the relationships. The post Want to improve customer engagement?

Customer Engagement 49

Customer Engagement Engagement B2C B2B 49

Waypoint Group

JUNE 2, 2020

What is B2B “Customer Engagement” and why does it matter? Are your current processes truly “engaging” your customers, or just trying to sell them more stuff?

B2B 52

B2B Customer Engagement Engagement Customer Success 52

CustomerSuccessBox

NOVEMBER 16, 2021

Customer Success (CS) has become synonymous with customer loyalty, customer satisfaction, and a positive customer experience. CS ensures the customer is at the center of the business strategy of modern B2B SaaS firms. How to anticipate most of the customer needs? Do your homework about customers.

Customer Success 52

Customer Success Management Case Study Rewards Programs 52

Totango

MARCH 10, 2020

Customer goals should become your goals, and they should guide your everyday actions. Your product knowledge determines which features and what amount of engagement is necessary to drive value for your customer, and your customer success efforts should then go toward making sure these targets are hit.

Tips 93

Tips Customer Experience Effort Score Voice of Customer 93

Kapta Customer Success

MARCH 6, 2019

Keep in mind that there isn’t one right and one wrong customer segmentation strategy and the one that applies best to your lineup of customers is the one that works best; just don’t default to the traditional approach if there is a better way. How often are your customers using your product? Segmenting Based on Potential.

Customer Success 53

Customer Success Strategy Management Customers 53

Waypoint Group

JULY 7, 2020

I was pleased to be interviewed by Colin Brogan , CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted (changed?) The danger of the “Annual NPS Survey” process and how to do it right by listening across the customer lifecycle.

Video 52

Video Customer Engagement Engagement CRM 52

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Company Management Roadmap 59

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Organic customer engagement has highest viral power.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

Lumoa

OCTOBER 31, 2018

Stop organising by function and skill set, start organising by ‘ability to deliver customer success’ create ‘experience teams’ of people with different skills and different core competencies that can manage the entire customer life cycle and reward them together for the achievement of customer success, not completing tasks and activities.”.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Helping customer contacts with training.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

Totango

JUNE 1, 2021

Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data.

Customer Insights 71

Customer Insights Software How To Touchpoint 71

Totango

OCTOBER 1, 2019

Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way. Because the customer journey is not linear, your customers may be split between your sales and customer success team.

Customer Journeys 81

Customer Journeys Voice of Customer Customers Metrics 81

Waypoint Group

JUNE 7, 2018

Success = Outcomes. Let’s start with a definition of Customer Success: “Success” is simply, “The accomplishment of an aim or purpose.” In other words, Customer Success is NOT a matter of making sure that end-users adopt the product. Here’s why and how.

Customer Success 40

Customer Success Customer Journeys B2B Feedback 40

Totango

JULY 16, 2019

In order to retain customers, you need to create a positive customer experience at every stage of the customer journey. As such, your entire enterprise needs to adopt a customer-centered approach. Every time customers engage with you, they should feel understood, valued, and acknowledged.

Customer relationships 69

Customer relationships Metrics Effort Score Customer Success 69

Totango

JUNE 25, 2019

Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. It all starts with knowing how to gather customer insights and properly leverage that data. . How to Gather Customer Insights that Matter.

Customer Insights 69

Customer Insights Software How To Touchpoint 69

Totango

SEPTEMBER 17, 2019

If key information like this is passing you by, then your customer data isn’t properly organized and optimized to turn raw information into value-driven customer engagements. Customer data must be actionable or else it is just a heavy collection of wasted opportunities. What is a Customer Data Platform?

Data 64

Data Metrics Effort Score Comparison 64

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. He is an expert in transforming how employees work with customers through multiple digital marketing strategies.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. This is about feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Waypoint Group

JULY 13, 2018

On June 19 th , 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. achieve company-wide buy-in for your customer success initiatives.

Customer Success 40

Customer Success Company Customer Experience NPS 40

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. Many Customer Success teams measure their performance via customer retention and expansion rates. Your process as a Customer Success leader should be similar.

Measurement 40

Measurement Customer Success Metrics B2B 40

Waypoint Group

MARCH 5, 2020

” with a great discussion about how Sales and Customer Success need to work together for mutual benefit, and how Customer Success can learn/adopt some great practices from Sales to strengthen customer-relationships. The hand-off between Sales and Customer Success.

Sales 40

Sales Customer Success B2B Customer relationships 40

Totango

OCTOBER 8, 2020

In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Proactively Personalize Engagements. Listen to Your Voice of Customer Programs. Learn from Customers.

Customer Retention 63

Customer Retention How To B2B Customer Success 63

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Organic customer engagement has highest viral power.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

ClientSuccess

NOVEMBER 22, 2021

Voice of Customer. CSMs have long been known to be the ‘voice of customers’ within an organization, and they need the correct information to ensure they’re sharing the right customer story. Customer marketing programs can be instrumental in supporting Voice of Customer initiatives, in addition to: Usage Data.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Totango

JANUARY 16, 2020

Customer delight, on the other hand, is the “wow” factor. It proves to the customer that you intimately understand their needs and can proactively anticipate ways to improve their situation. Both are important aspects of customer success. Customer Delight vs. Customer Satisfaction: How Do They Differ?

Customer Satisfaction 63

Customer Satisfaction Customers Customer Success Software 63

Totango

OCTOBER 23, 2020

These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. A successful onboarding experience can lay the foundation for a loyal lifetime buyer, while a negative experience can push your new customer directly into the hands of a competitor.

Net Promoter Score 72

Net Promoter Score Metrics Customers Training 72