ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. 4 NPS Challenges to Consider and How to Navigate Around Them.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

ClientSuccess

NOVEMBER 2, 2022

But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Are NPS scores taking a dip?

Customer Retention 70

Customer Retention Tips Effort Score eBook 70

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

ClientSuccess

FEBRUARY 8, 2023

Customer advocates : each customer you work with needs at least one (and preferably more) advocates working to increase the adoption and engagement of your product within their organization. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

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. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. Customer onboarding speed also matters to CSMs because, as any CSM knows, implementation and configuration can often be the most complex part of any customer relationship.

eBook 76

eBook Metrics NPS Training 76

ClientSuccess

FEBRUARY 1, 2021

Many times, a platform that touts itself as ‘customer focused’ is only really effective for one specific part of the customer experience, such as onboarding or issue management. After all, your customers will ideally be around for a while, and any software you invest in should be able to manage all account stages.

Software 104

Software Customer Success Effort Score eBook 104

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. CSMs can focus on quick, game-time updates that address immediate customer needs with real-time data. The Customer Satisfaction Score is a metric that addresses both strategic data uses. .

Customer Satisfaction 52

Customer Satisfaction Effort Score eBook NPS 52

Team Support

SEPTEMBER 6, 2022

Most businesses fail to be centered on their customers, and with all likelihood, your B2B business is also coming up short in the customer centricity race. 86% of customers are willing to pay more for a better customer experience. Why your business isn’t customer centric. Don’t aim only for better metrics.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

ClientSuccess

MARCH 2, 2021

CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . One of the most visible differences between the two roles is the amount of time spent dealing with customer interactions and engagement. eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management eBook Metrics 62

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. With real-time access to revenue and customer health data , company leaders can get ahead of trends and mitigate any potential risk.

Customer Success 64

Customer Success Effort Score eBook Trends 64

ClientSuccess

DECEMBER 7, 2020

Now that the role and importance of a customer success manager is more important than ever before, many organizations are looking to invest time and resources into customer success teams. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores.

Software 65

Software Customer Success eBook Metrics 65

Qualtrics

JULY 22, 2021

Learn why customer relationship measurement (CRM) isn’t enough - and why customer relationship health management is the new way to create impactful experiences. Customer relationships form the heart of any business, but how these relationships are managed is still a point of contention for many brands.

Measurement 26

Measurement Management Net Promoter Score Effort Score 26

Confirmit

NOVEMBER 16, 2020

Here is a sneak peek into the captivating stories you’ll find in these pages: Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Forecasted revenue increase by 22% as a result of actions taken based on customer feedback.

Insurance 52

Insurance Case Study eBook Touchpoint 52

Daniel Group

JANUARY 30, 2020

.” In short, this blog outlines and explains the main reasons to listen to your customers which are to improve your: Products (“Metrics tell you what, but feedback can often tell you how and why.”). Stories (“Powerful customer stories infuse meaning into your organization: they motivate and inspire employees.”).

Strategy 52

Strategy B2B eBook B2C 52

Team Support

FEBRUARY 18, 2022

By using a Customer Pipeline strategy and actually getting to the root of your customers needs and problems , you are enabling a positive relationship that leads to retention and growth for both of your businesses.

B2B 105

B2B eBook Sales Analytics 105

Team Support

FEBRUARY 18, 2022

By using a Customer Pipeline strategy and actually getting to the root of your customers needs and problems , you are enabling a positive relationship that leads to retention and growth for both of your businesses.

B2B 98

B2B eBook Sales Analytics 98

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story.

Metrics 40

Metrics Net Promoter Score Effort Score Customer Experience 40

ChurnZero

NOVEMBER 9, 2021

That’s where a Customer Success software like ChurnZero could come in. We offer a number of integrated survey options , including NPS, CES, CSAT, and custom surveys. All have the option to add in open-ended questions and encourage customers to provide more detail on their experiences.

Company 97

Company Customer Experience Survey Customer Retention 97

Daniel Group

JANUARY 30, 2020

.” In short, this blog outlines and explains the main reasons to listen to your customers which are to improve your: Products (“Metrics tell you what, but feedback can often tell you how and why.”). Stories (“Powerful customer stories infuse meaning into your organization: they motivate and inspire employees.”).

B2B 52

B2B Conference eBook B2C 52

Michel Falcon Experience

JULY 9, 2015

It’s not a higher NPS score. The one goal your business is missing to achieve customer loyalty is a complaint resolution service-level agreement. Have you downloaded my free ebook yet? Learn 28 customer and employee experience strategies that will help you become a world-class company. It’s not organic growth.

Loyalty 60

Loyalty eBook Customer Retention Effort Score 60

ClientSuccess

SEPTEMBER 27, 2018

When customers come first across the entire organization, the overall way team members think about the solutions offered, the messaging used, and the processes in place are sure to change and evolve. Establishing Strong, Company-Wide Relationships Early on in a Vendor Partnership.

Trends 74

Trends Customer Success Effort Score ROI 74

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Stella Connect

AUGUST 16, 2017

Both methods make sense at first blush, and in past eras, when there was little else brands could do to salvage the customer relationship. After repurposing much of its contact center QA team to respond to dissatisfied customers, one major retailer saw average star ratings from these customers jump from 1.06

Contact Center 55

Contact Center How To NPS Fashion 55

ClientSuccess

JANUARY 4, 2019

Customer Health Score Challenge—Customer Health Data Spread Out. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. These factors all go into calculating customer sentiment, which is why the metric as a whole can change at any moment – just like actual human emotions.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

Stella Connect

MAY 11, 2017

Customer feedback loops, particularly when paired with objective data (as we discuss in our latest eBook ), are critical assets in the C-suite. By that I mean immediately, right on the front line—where service teams are actively engaging customers. Case Study: Using VoC Data to Save the Customer Relationship.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Playvox

JUNE 22, 2023

These are the most common metrics to gauge customer experience performance and success. Net Promoter Score (NPS) Net Promoter Score, also known as NPS, is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

ClientSuccess

MAY 8, 2017

Especially in the days of the ‘unicorn startup,’ many companies are redefining roles and workflows within individual organizations, effectively decreasing uniformity that was so common in the customer success world. Now, a Customer Success Manager (CSM) can be the same role as a Client Advocate or even a Customer Relationship Rock Star.

Customer Success 42

Customer Success Net Promoter Score Metrics NPS 42

Qualtrics

DECEMBER 20, 2018

Customer relationship single brand – Understanding how customer satisfaction rates differ between products or services gives you an idea of what you need to rally around to become more customer-centric. Transactional NPS – Net Promotor Score (NPS) is an industry benchmark that measures customer loyalty.

Customer Experience 30

Customer Experience Effort Score Rewards Programs NPS 30

ChurnZero

NOVEMBER 9, 2021

That’s where a Customer Success software like ChurnZero could come in. We offer a number of integrated survey options , including NPS, CES, CSAT, and custom surveys. All have the option to add in open-ended questions and encourage customers to provide more detail on their experiences.

Company 52

Company Customer Experience Survey Customer Retention 52

ClientSuccess

AUGUST 14, 2019

These days, CSMs are brought in during sales conversations to answer questions and map out customer journeys, but they’re also heavily involved during onboarding, implementation, ongoing support, and expansion conversations. Customer Success Resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition.

eBook 40

eBook Metrics Financial Customer Success 40

Thunderhead

JULY 2, 2018

Of course, the numbers support the theory – customer engagement directly correlates to business growth. Together, tailored services, personalised and timely conversations and empathetic staff (fuelled by up-to-date intelligence) all ladder up to significantly improved customer engagement (and NPS).

Customer Engagement 40

Customer Engagement Engagement Banking Financial 40

ProProfs Chat

SEPTEMBER 28, 2021

When a customer is confused by the answers, step in and offer suggestions. . While online customer communities are great for collecting customer feedback, they also act as critical tools to create strong customer relationships that can stand the test of time. Interview Customers Frequently.

Feedback 52

Feedback Social Media Net Promoter Score Survey 52

Gainsight

DECEMBER 15, 2021

Strong relationships with individuals at every level of your customer’s organization. With a focus on operations and customer commitment, you’ll start to see improved time-to-value, higher NPS scores, reduced churn rates, and better advocates from your customer base. . Learn all 10 New Laws of Customer Success.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

ChurnZero

FEBRUARY 28, 2020

What customer experience is happening when you’re doing those things and how are you mapping to that? If you’re getting information like NPS scores, customer sentiment, or other customer satisfaction measures have that right alongside. dence to own their role in the customer relationship.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

ChurnZero

MARCH 20, 2020

They need to analyze and synthesize this behavioral data to uncover trends and anomalies as well as craft a contextual narrative for the customer. Customer Success software centralizes data from disparate systems like CRM, support, usage, chat, email, NPS, and finance platforms. Customer Success Around the Web.

Customer Success 52

Customer Success Customer Centricity Return on Investment eBook 52

ClientSuccess

JULY 5, 2017

One of the most critical stages of the customer lifecycle is the sales handoff. The transition between the sales cycle and the ‘becoming a customer’ portion of the relationship sets the tone for how the rest of the customer relationship will play out. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Sales 40

Sales Customer Success ROI Customers 40