InMoment XI

OCTOBER 23, 2024

For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model. The insights provided opportunities for enhancing customer retention and satisfaction. Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

ChurnZero

MARCH 14, 2025

Customer success needs to align with revenue. NRR (net revenue retention) is our north star. Renewals should be an outcome of good customer success. According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024.

Customer Success 52

Customer Success Case Study Sales Customers 52

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Improved Communication: Customers found that their interactions with TechEase had become more pleasant and satisfying. The collaboration didn’t stop there.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

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

Lumoa

FEBRUARY 9, 2023

Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. Include customer-centricity in daily operations and communications inside the company. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

SEPTEMBER 16, 2024

Additionally, creating feedback loops where customers can voice concerns and suggestions allows companies to continuously improve their CX offerings. Systems like VOC and companies such as Sandsiv help provide real-time customer insights.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX).

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

SurveySensum

DECEMBER 22, 2022

And that’s why 82% of companies say that retaining a customer is less expensive than acquiring a new one. That’s why focusing on customer retention is important and a lucrative VOC program helps you achieve it. . Let’s deep dive into this and understand how you can use the VOC program to improve customer retention.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Customer Support Teams Ensuring issues are resolved quickly and with a personal touch. CX Managers dont just react to problems, they anticipate them.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Gainsight

JANUARY 10, 2025

Customer Success (CS) is no longer just a departmentits a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025.

Trends 52

Trends Report Self Service B2B 52

Gainsight

MARCH 19, 2025

Research on scaled community impact shows that when communities are actively nurtured, they not only reduce strain on internal teams but also drive long-term customer success. Customer Needs EvolveYour Community Should Too Your customers expectations arent staticthey shift with market trends, competitor moves, and personal preferences.

Management 52

Management Gamification Customer Retention Loyalty 52

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight Elements: The Science of Customer Success. How to Calculate 6 Key Customer Success Metrics. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

InMoment XI

APRIL 18, 2023

The healthcare business had one of the biggest corporate turnarounds in Australian history, largely due to its commitment to customer centricity. The team also implemented a re-measuring step to confirm which initiatives would have the biggest impact, then re-measuring to see if it worked.

ROI 195

ROI Insurance Tips Healthcare 195

Lumoa

MARCH 20, 2018

Involve all the employees in the transformation : motivate the employees of the company to deliver great customer experience. Include customer centricity into daily operations and communications inside the company. Build CX into the culture : build a long-lasting principles oriented on customer success. It's simple.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. Retention increases when customers get results, leading to increased purchasing and ultimately boosting enterprise revenue growth.

Multi-Channel 120

Multi-Channel Omni-Channel Customer Success Software 120

Happy or Not

DECEMBER 17, 2024

The goals may include improving customer satisfaction , enhancing customer loyalty, reducing customer churn, and increasing customer lifetime value. A clear understanding of these objectives helps your customer success team focus on what needs to be achieved and what metrics to track.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Effort Score 36

Happy or Not

NOVEMBER 20, 2024

Positive reviews can be leveraged to attract new customers while negative feedback helps identify areas for improvement. Social media comments are also a valuable source of customer insights, allowing companies to address customer concerns quickly.

User Experience 36

User Experience Customer Satisfaction Feedback Customer Experience 36

Gainsight

JANUARY 8, 2025

When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer Success Platform (CSP) , theyre bound to ask, Why do we need both? Its a valid questionbut the answer lies in understanding and reconciling the distinct roles each tool plays in the buyer and customer journey.

Customer Journeys 52

Customer Journeys Net Promoter Score Sales Communication 52

Lumoa

MARCH 12, 2023

Benefits of using a customer experience platform CX platforms benefit your business in many ways. Their ultimate goal is to enable you to improve the customer experience. Improving your CX can result in: Better customer retention. 81% of customers make a second purchase after a great experience. Data privacy.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

ChurnZero

MARCH 14, 2025

Customer success needs to align with revenue. NRR (net revenue retention) is our north star. Renewals should be an outcome of good customer success. According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024.

Customer Success 52

Customer Success Tips Case Study Sales 52

CustomerSuccessBox

JUNE 13, 2022

All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

ChurnZero

JUNE 14, 2023

Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” ” When times are challenging, and the sales pipeline slows, the disparity between the cost to acquire and retain customers tends to grow.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

ChurnZero

NOVEMBER 9, 2021

Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? It’s vital to customer retention.

Company 97

Company Customer Experience Survey eBook 97

Totango

JANUARY 10, 2024

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. Madhavi Bezwada, VP of Client Success at Waystar. The goal is then to use these insights proactively to build cross-collaborative nurture strategies that will promote customer satisfaction, retention, and growth.

Sports 99

Sports Leadership Culture Sales 99

Gainsight

OCTOBER 22, 2018

It checked all the boxes for me—strategic thinking, working collaboratively, creativity, working with sales, and above all a total focus on giving the customer a great experience. When I left the world of product management to become a CEO, Customer Success was barely a gleam in my colleague Dan Steinman’s eye!

Sales 95

Sales Marketing Customer Success Customer Insights 95

Totango

APRIL 5, 2022

The best NPS software lets you: Automatically track customer satisfaction. Accurately predict customer retention , brand growth and revenue. Take steps to win over dissatisfied or lukewarm customers. Leverage satisfied customer responses for upselling conversions and referrals. Here are six of our top picks.

NPS 108

NPS Software Net Promoter Score Multi-Channel 108

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Improve customer satisfaction – (33%). And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. You don’t have a plan.

Customer Success 48

Customer Success Customer Journeys Chief Customer Officer CRM 48

Happy or Not

APRIL 1, 2025

However, without a proper customer feedback strategy, companies risk missing out on valuable feedback that could help them refine their customer engagement techniques and improve customer loyalty strategies. However, many companies focus too much on addressing customer pain points while neglecting what they are doing well.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Education Services Group

DECEMBER 28, 2021

Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry matures and more businesses harness the benefits of Customer Success. 10… Voice of the Customer (VoC) programs enhance CX.

Customer Success 52

Customer Success Self Service Trends Training 52

SurveySparrow

JULY 31, 2023

Let’s explore how it drives positive outcomes: Customer Satisfaction : By listening to your customers, addressing their concerns, and incorporating their feedback into your products and services, you boost customer satisfaction. The best part? It has a structured process. Let’s take a look at that first.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

Education Services Group

JULY 25, 2019

Your Customer Success efforts generate a lot of data, from product usage to customer behavior to adoption and renewal rates. You read all the articles and saw the light on how important Customer Success is to your business. Emphasize a Company Culture of Customer Success. Share Data With Everyone.

Customer Success 40

Customer Success Strategy Data Company 40

One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Based on the quality of customer insights you have gleaned by going off-script in your conversations? From customer success. At this particular time?

Strategy 213

Strategy B2C Customer Retention B2B 213

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. 9 Must-Have Integrations to Level Up Customer Success Software. 9 Must-Have Integrations to Level Up Customer Success Software.

Conference 98

Conference Chief Customer Officer Customer Success Software 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. Creating value for customers should involve: Starting Early in the Customer Journey.

How To 78

How To Customer Success Customer Journeys Customers 78

Lumoa

MARCH 20, 2018

Involve all the employees in the transformation : motivate the employees of the company to deliver great customer experience. Include customer centricity into daily operations and communications inside the company. Build CX into the culture : build a long-lasting principles oriented on customer success. It's simple.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

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