eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 414

B2B Culture Government Innovation 414

Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Yet, somehow these departments have been separated.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

InMoment XI

OCTOBER 23, 2024

Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! It holds significant importance for any business.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Retently

MARCH 16, 2022

But there’s still one area that’s neglected all too often – Customer Success. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success? The Customer Success Manager (CSM) is thus not a passive role.

Customer Success 157

Customer Success Net Promoter Score Customers Customer Retention 157

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Retently

MAY 31, 2024

The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. Customer Success is the bridge between what your company does and what your customers need you to do. They offer a look into the minds of your customers and can shape the direction of your entire firm.

Customer Success 142

Customer Success Management Net Promoter Score Feedback 142

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.

Trends 52

Trends Customer Success Net Promoter Score Customer Journeys 52

ChurnZero

MARCH 14, 2025

Customer success needs to align with revenue. 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. Any of these sound familiar?

Customer Success 52

Customer Success Case Study Sales 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

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth.

Customer Success 138

Customer Success How To Return on Investment Customer Centricity 138

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Customer Success 118

Customer Success Management Guidelines Customers 118

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?

Customer Success 129

Customer Success NPS Metrics Culture 129

CustomerSuccessBox

MARCH 18, 2020

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. In most situations, a hybrid model, i.e., a combination of on-ground and remote success, works best. There is no black and white answer.

Travel 115

Travel Customer Success Management Video 115

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. Customer advocacy.

Customer Success 126

Customer Success Tips Feedback Customers 126

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. Renewal : The customer decides to continue their partnership.

Customer Success 122

Customer Success How To Metrics Customer Journeys 122

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

eglobalis

OCTOBER 9, 2024

Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships. Challenges : Managing customer disappointment can be tough, especially with long-term clients. Suggest alternative solutions that meet both security and customer needs.

Feedback 509

Feedback ROI Innovation B2B 509

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

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. Optimize outcomes for diverse customer bases.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

Customer Success 117

Customer Success How To Customer Journeys Brands 117

Totango

APRIL 8, 2020

The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs. The prevalence of short-term subscription solutions with little initial customer investment make it easy for customers to leave arrangements that don’t meet their highly personalized expectations.

Customer Success 106

Customer Success Customer Experience Customers Customer relationships 106

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

CRM 96

CRM Customer Success Customer Relationship Management Customer relationships 96

Totango

FEBRUARY 14, 2020

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing. Attracting new leads is their main forte.

Customer Success 99

Customer Success Marketing Case Study Study 99

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

Team Support

MARCH 27, 2020

In an era where remote work has become commonplace, many customer success managers aren’t too happy. Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers. Don’t the enjoy working from their home office?

Customer relationships 80

Customer relationships B2B Interaction Multi-Channel 80

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 107

Customer Success Customer Centricity Customer Satisfaction B2C 107

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Report 98

Report Trends Customer Success Self Service 98

Totango

JUNE 15, 2022

When this happens, it’s critical to figure out a resolution that not only addresses the overall problem, but deepens your customer relationship in the long term. Customers want to feel valued, and if an organization is not meeting their needs promptly and satisfactorily, it can lead to frustration, and eventually, to churn.

Customer relationships 86

Customer relationships Chatbots Metrics Customers 86

Experience Investigators by 360Connext

JANUARY 18, 2022

Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform.

How To 378

How To Customer Journeys Culture Training 378

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

JUNE 11, 2019

If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. Aligning your business goals with those of yours customers spells prosperity for your business for years to come.

Customer Success 96

Customer Success How To Customer Centricity Software 96

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. Let’s take a look at four key actions to take right now that will not only help you prove your worth to your customers but will allow you to see instant results. . Dive into Customer Health.

Customer Success 104

Customer Success Net Promoter Score Effort Score How To 104

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

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

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 92

Customer Success Effort Score Customer Centricity Customer Journeys 92