Lumoa

FEBRUARY 16, 2023

They will also help you train your customer service reps in de-escalation. Data can also inform pricing strategies for a better return on investment. But you also need to maintain relationships with your customers. Which need would benefit the largest number of customers in the shortest amount of time?

Voice of Customer 221

Voice of Customer How To Feedback Return on Investment 221

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Hunter Montgomery , CMO, ChurnZero.

Customer Success 98

Customer Success Effort Score Self Service Tools 98

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success Self Service Chief Customer Officer Customers 73

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer relationships Customer Journeys 52

ProProfs Chat

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

CustomerSuccessBox

JULY 5, 2021

Customer Success remains a must-have strategy across all b2B SaaS companies. While it is no surprise that customer retention is key to survival in the Subscription economy and customer retention can only happen when a customer achieves success. What is Customer Success?

Customer Success 52

Customer Success Customer Retention Return on Investment Customer Journeys 52

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ChurnZero

MARCH 4, 2021

New resources to help market-leading Customer Success platform expand its ecosystem, team, and product development capabilities. The investment will be used to support ChurnZero’s mission to drive Customer Success throughout subscription businesses, helping them to drive adoption, expand accounts, and fight churn.

Return on Investment 98

Return on Investment Software Customer Success Touchpoint 98

Alida

NOVEMBER 8, 2017

But putting customers at the forefront of strategic decision-making isn’t always easy. Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. We are truly nothing without our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? However, these are primarily sales functions, not customer success functions.

Software 98

Software Net Promoter Score CRM Return on Investment 98

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. Usage Metrics.

Metrics 63

Metrics Customer Success How To Return on Investment 63

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

SurveyGizmo

NOVEMBER 4, 2021

As you do, your data is integrated via API to the gaming company’s customer relationship management (CRM) platform and player profile database. A customer support agent runs a report on top-tier players for your favorite game and your profile appears. Three questions and you’re done. You get back to playing your game.

Survey 98

Survey Return on Investment eBook System 98

Totango

JULY 1, 2022

Different factors determine loyalty: where B2C SaaS users may prioritize values such as price or user experience, B2B customers place more emphasis on return on investment. These considerations mean that B2B SaaS brands must develop industry-appropriate strategies to manage customer loyalty effectively.

B2B 114

B2B Loyalty Net Promoter Score B2C 114

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. After that, you must look for leading indicators and trailing indicators of success.

System 49

System Customer Success Net Promoter Score ROI 49

ChurnZero

JUNE 27, 2023

In business, particularly among customer success professionals, it conjures up one key question: how can we do more with less? In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1.

Customer Journeys 52

Customer Journeys Customer Success Strategy Net Promoter Score 52

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 49

Customer Success Self Service Chief Customer Officer Customers 49

Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. It requires relationship building, thoroughly understanding customer needs, advocating for their wants, and helping every customer — not just the largest — flourish in ways they never could alone.

Customer Success 45

Customer Success Customer Journeys Return on Investment Sales 45

One Millimeter Mindset

DECEMBER 19, 2018

No matter what your current role within the organization, stop trying to fit customers into a fiscal calendar year cycle. It is simply too short-sighted for any worthwhile return on investment to happen. However, expanding the business year into 18, 30-day segments challenges how you think about customer relationships.

Customer Retention 73

Customer Retention Strategy Return on Investment Sales 73

ChurnZero

MARCH 1, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. This spotlight will be featuring, Brett Andersen who is the Director of Client Success at Degreed.

Customer Success 40

Customer Success Return on Investment Customers Roadmap 40

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Hunter Montgomery , CMO, ChurnZero.

Customer Success 52

Customer Success Effort Score Self Service Tools 52

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Customer success.

Tools 71

Tools CRM Analytics Advertising 71

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Customer Success 40

Customer Success Customer Centricity Return on Investment eBook 40

ChurnZero

FEBRUARY 25, 2020

A good customer onboarding process should…. Provide a clear roadmap – From the onset of your customer relationship you should share a strategic plan that outlines where you are going, and the steps needed to get there. Customer Success is about helping your customers realize value with your product.

Customer Retention 59

Customer Retention Return on Investment eBook Roadmap 59

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ChurnZero

MARCH 24, 2020

4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . So given all that… why would I be promoting hierarchy as a tool to help Customer Success Managers, and their clients, drive results?

Return on Investment 60

Return on Investment Customer Success eBook Customers 60

Amity

MARCH 31, 2016

One important lesson I learned early on is that the right mix of stocks, bonds, real estate, and other assets is the difference between average and stellar returns. Put differently, the most thoughtfully constructed portfolios generally produce the best return on investment. Lastly, Customer D was very clearly a Value Destroyer.

Measurement 48

Measurement Return on Investment ROI Financial 48

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

SmartKarrot

OCTOBER 28, 2022

Role: Vice President, Customer Success – Americas Location: San Jose, CA, US (On-site) Organization: Automation Anywhere As a Vice President of Customer Success, you will have the ability to prioritize, problem-solve, multi-task, and work independently in a dynamic and rapidly changing workplace.

Customer Success 19

Customer Success Return on Investment ROI Customers 19

SmartKarrot

JULY 8, 2022

Role: Director, Customer Success Location: Remote, United States Organization: Insurity As a Director of Customer Success, you will be responsible for the management of the customer success function for the US Market for the Geospatial Analytics Product Suite. Onboard, train, and partner with customers.

Customer Success 19

Customer Success Return on Investment Insurance Government 19

CustomerSuccessBox

SEPTEMBER 29, 2022

This refers to how quickly a product would help them solve their problem and get a good return on their investment (ROI). Customer relationships get stronger as you resolve issues more quickly as a company. Customers want technology that offers a quick return on their investment.

Metrics 52

Metrics B2B Return on Investment Software 52

ChurnZero

FEBRUARY 21, 2020

Like a good dentist, Customer Success Managers are in the business of building rapport. . Customer Success is about helping your customers realize value with your product. But how do you systematically ensure they are maximizing their return on investment? Customer Success Around the Web.

How To 52

How To Return on Investment Customer Retention eBook 52

SmartKarrot

MARCH 22, 2022

Role: Strategic Customer Success Manager Location: Remote, United States Organization: Untapped As a Strategic Customer Success Manager, you will identify opportunities to develop training, partner retention materials, and documentation to scale with our growing partner base. Turn the customers into advocates.

Customer Success 19

Customer Success Return on Investment Customer Satisfaction Customers 19

SmartKarrot

JUNE 7, 2023

Role: Customer Success Location: Boston, MA, United States (Remote) Organization: Skedda As a Customer Success, you’ll address inquiries about our product through email and chat from potential and current consumers. Up to 25% Travel: Visits to customers’ locations for onboarding and regular maintenance.

Customer Success 19

Customer Success Return on Investment Knowledge Base Travel 19

ChurnZero

MARCH 11, 2020

Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. Customer Success is about helping your customers realize value with your product.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52