Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

Experience Investigators by 360Connext

JANUARY 10, 2023

Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey. Leaders started seeing how their goals were supported by a stronger customer experience.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Education Services Group

MAY 24, 2023

A customer journey map is one of the first things you think of when you’re trying to improve the customer experience. It’s a roadmap of every interaction you have with your customer from the first moment they learn about your business to the moment they decide to renew (or not renew).

Customer Journeys 52

Customer Journeys Customer Success Roadmap Customers 52

Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. We’ve talked Awareness, Consideration, and Acquisition.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. There are three foundational areas of CS where I see teams miss the mark: customer segmentation, journey mapping, and team structure design. Journey mapping doesn’t have to be complicated.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journeys 85

Customer Journeys Customer Success Sports Roadmap 85

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

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. As you grow and as your customers mature, so too should your segmentation. Turn on video when running a customer call! Involve Product.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ChurnZero

DECEMBER 6, 2024

Far too many customer success organizations know they need to start implementing digital customer success, but just dont know where or how to start. These outcomes include: Roadmaps for designing and developing future CS programs. Self-serve digital resources for customers to overcome technical issues.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Never Stop Iterating.

Customer Success 85

Customer Success Customer Journeys Roadmap Sales 85

Totango

NOVEMBER 3, 2022

Start with defining the customer journey. While teams may often refer to “the customer journey,” how do you ensure alignment and shared understanding of what that means across your business? Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Report 95

Report Trends Customer Success Self Service 95

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. 5 Key Customer Success Manager Interview Questions. . Customer Success Managers are leaders.

Customer Success 100

Customer Success Management How To Leadership 100

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? This means face-to-face too, where possible.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

GetFeedback

DECEMBER 10, 2018

We have an “always-on” NPS program that complements the customer journey. Rather than receiving NPS scores and comments from hundreds of customers once per quarter or once per year, they receive just a few each day. We set rules so our Customer Success team is notified anytime someone gives us a 8 or below.

NPS 210

NPS Net Promoter Score Survey Measurement 210

CustomerSuccessBox

APRIL 12, 2022

While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. The needs of customers are continuously evolving and with that, you as a business should also reshape your strategy to keep up with the trend and maintain the growth of your business.

Customer Success 52

Customer Success Customer Journeys Net Promoter Score Effort Score 52

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Tracking Data Throughout the Customer Journey. Utilizing customer success analytics intelligently begins with identifying what to track and how to track it.

Analytics 82

Analytics Customer Success How To Customer Journeys 82

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Gainsight

NOVEMBER 18, 2019

Post-it notes are everywhere, laying out our customer journey map. The journey map ends up sitting on a SharePoint somewhere, unshared and unused. The reality is, B2B customer journey mapping is uniquely tough. Is it to gain insight into customer loyalty trends across segments?

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

Feedbackly

JANUARY 13, 2023

This is where the customer journey comes in handy. What is customer journey? A customer journey , also known as the buyer’s journey, is a core element of any CX strategy. Call it the roadmap to understanding your customers! Here are the five main stages of a customer journey.

Customer Journeys 52

Customer Journeys Touchpoint Roadmap Customers 52

Wootric CX Blog

OCTOBER 1, 2020

Creating a customer journey map is the first step toward designing a superior Customer Experience (CX) that drives end-user growth. Once you’ve mapped out the customer journey, however, you may be wondering… what’s next? When (in the customer journey) should you ask for feedback?

Customer Journeys 52

Customer Journeys Net Promoter Score Survey Strategy 52

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. There are three foundational areas of CS where I see teams miss the mark: customer segmentation, journey mapping, and team structure design. Journey mapping doesn’t have to be complicated.

Customer Journeys 59

Customer Journeys Customer Success Touchpoint Financial 59

Gainsight

MARCH 19, 2020

And that’s driven thousands of customer success professionals who were used to seeing their clients and teams every day to learn the ins and outs of “virtual” CS. Early in Gainsight’s tenure (2014), we had a big client (still a customer today) who had a feature request and wanted to see our roadmap. But here we are.

Customer Success 85

Customer Success Tips Video Roadmap 85

Totango

FEBRUARY 5, 2019

We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Maintaining customer success efforts.

ROI 76

ROI Customer Success Strategy Effort Score 76

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Totango

MARCH 27, 2020

Customer journey mapping: In addition to evaluating customer satisfaction in the moment, it is equally as important to be able to view such data within the larger context of the customer journey. What stage is a customer at, and are they headed in a positive direction?

B2B 83

B2B Customer Journeys Net Promoter Score Management 83

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

GetFeedback

FEBRUARY 17, 2020

You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

Gainsight

JANUARY 7, 2019

We don’t have a handle on how each customer is using the product. We need to scale our customer onboarding. These challenges are nothing new to Customer Success (CS). The world is realizing that to drive Customer Success in a SaaS business, the product plays a central role.

Customer Success 65

Customer Success Multi-Channel Roadmap Customer Journeys 65

ChurnZero

MAY 22, 2024

I find that saying the term “digital customer success” in our industry almost always garners one of two responses from CS professionals. Now, there’s absolutely nothing wrong with customer marketing, but that’s just a tiny portion of what we’re really talking about here. or their eyes light up. What the heck do those mean?

Customer Success 52

Customer Success Strategy Roadmap How To 52

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

CSM Practice

MARCH 8, 2021

How do you build a mature customer success organization? What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? The Customer Success Executives Roundtable sessions are held second Tuesday of every month. . Customer Journey. The Challenge. Moments of Value.

Customer Success 52

Customer Success Strategy Customer Journeys How To 52