InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

JUNE 23, 2024

Firstly, it’s crucial to assess your current customer service processes and identify areas that can be improved to align with the customer success approach. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

InMoment XI

JULY 4, 2022

Internal Data: Most businesses will have a strong customer relationship management system (CRM) that will store all customer and behavioral data. Integrating this data against your CX metrics is essential to the success of your business.

ROI 370

ROI Return on Investment Social Media Survey 370

ChurnZero

DECEMBER 21, 2022

If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022.

Customer Success 98

Customer Success Metrics Consulting Training 98

ECXO

JULY 22, 2024

Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships.

B2B 207

B2B Customer Experience Self Service e-support 207

ClientSuccess

OCTOBER 5, 2020

If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. What is customer ROI? Increasing ROI with better customer relationship management.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

Influitive

OCTOBER 30, 2015

Then, identify where gaps and overlaps exist in the customer’s existing tech stack to assess how your product or service will truly benefit them. Chandar says this will create a genuine, emotive connection that is key to building successful long-term customer relationships. Focus on customer interaction.

Customer relationships 79

Customer relationships Video Engagement Marketing 79

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ChurnZero

MARCH 7, 2025

For B2B SaaS companies, a strong community is a key component to building great customer relationships. And, with automation and scaled customer success becoming more common in SaaS , a community is a great way to provide customers who may not have a CSM with the resources necessary to succeed.

How To 52

How To Roadmap Self Service Gamification 52

Gainsight

MARCH 31, 2025

Specifically for B2B SaaS companies, the average customer acquisition cost (CAC) is 76% higher for new customers than it is for expansion business. According to Benchmarkits 2024 B2B SaaS Performance Metrics Benchmark Report , the average new customer CAC for B2B SaaS companies is $1.76, while the average expansion CAC is only $1.00.

Customer Journeys 52

Customer Journeys Strategy Effort Score B2B 52

ChurnZero

JANUARY 6, 2025

Businesses need to focus on three metrics at the same time: acquisition, retention and customer lifetime value. AI and automation will reshape the way customer teams operate, say the experts. Trend 3: Customer teams double down on outcomes and value. Trend 4: Digitally enhanced human relationships continue to evolve.

Trends 52

Trends Customer Success Measurement Leadership 52

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Talkdesk

FEBRUARY 16, 2021

You rely on outdated analytics and business success metrics. Future-looking companies are now attaching sales and marketing metrics to their contact centers, which will require deep integrations with customer relationship management (CRM) and marketing automation systems, as well as the ability to unify that data for analysis.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

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. Best Practices for a Customer Success Adoption Plan.

Customer Success 122

Customer Success How To Metrics Customer Journeys 122

Totango

FEBRUARY 28, 2020

Customer engagements are proactive, data-driven activities you initiate to build and maintain strong customer relationships. These actions are the way we personalize our service to meet the demands of our customers. Analyzing customer success metrics. Anticipating customer need .

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

Totango

AUGUST 13, 2024

As a leader in customer success operations and a CSP implementation veteran, I was thrilled to join Matthew Lind and Jean Nairon on a recent episode of their Spotlight on Customer Success Operations webinar series to share the many tips, tricks, and wand-like strategies I’ve picked up throughout my CS career.

Customer Success 112

Customer Success Data Strategy Tips 112

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. .

Communication 107

Communication NPS Case Study Metrics 107

Comm100

OCTOBER 8, 2016

For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. Relationship Marketing Strategies. Try creating materials like: Seminars/Webinars. Give customers one-on-one attention. Special Reports. White Papers.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

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

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Just as collecting data and metrics is a part of the foundational principles of a SaaS organization, so too are KPIs foundational to the world of client success.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

ChurnZero

NOVEMBER 26, 2024

For example, “Enterprise Customer Success Manager”. To find out more, view our webinar, Why Titles Matter In Customer Success , with Parul Bhandari, fractional customer experience leader at CustomerXSuccess. Develop and execute strategic success management plans to foster long-term customer relationships.

Customer Success 52

Customer Success How To Insurance Culture 52

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

ClientSuccess

MARCH 1, 2022

The customer should also have a hand in this planning, so as you are working through your onboarding plan, make sure you are also looking ahead to growth down the road. Put metrics in place that you can start tracking on day one. Get started on the right foot by putting metrics in place you can start tracking on day one of onboarding.

Metrics 76

Metrics Sales Customers Customer Journeys 76

Think Customers

OCTOBER 11, 2021

It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Metrics only provide a superficial preview into the relationship between customers and associates, with the scores only reflecting a person’s feelings on a single interaction and not the brand.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. eBook: 5 Ways To Surprise & Delight Your Customers.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

SurveyGizmo

NOVEMBER 5, 2021

Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

ChurnZero

JANUARY 22, 2021

If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”.

Sales 98

Sales Net Promoter Score Chief Customer Officer Culture 98

Totango

OCTOBER 6, 2020

After these interactions, clients should leave with a reliable solution to their problem and a positive perception of the organization, two things that reliably raise satisfaction metrics. . How Customer Success Creates Value Using Data-Driven Measures. Customer success is vital to the success of an entire organization.

Customer Success 112

Customer Success Customers Measurement Communication 112

Totango

SEPTEMBER 1, 2020

Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Beating churn means delivering personalized value at every step of the customer relationship. . Ways to Predict Customer Churn. Closely Follow Product Usage.

Net Promoter Score 111

Net Promoter Score How To NPS Effort Score 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. Understanding customer onboarding speed. So, what is customer onboarding speed? Toolkit: Customer Success Metrics Toolkit.

eBook 76

eBook Metrics NPS Training 76

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. Rely on metrics to gauge success. . It’s easy to end a day of customer onboarding and report back to your manager that you “think that went well”.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

Alida

NOVEMBER 8, 2017

I realized a healthy, ethical, productive relationship could flourish between a vendor and customer. I was determined to change the vendor-customer relationship one company at a time—although it was quite the lofty goal. In your experience, does customer feedback inform initiatives to improve the customer experience?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. Rely on metrics to gauge success. . It’s easy to end a day of customer onboarding and report back to your manager that you “think that went well”.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid. Isn’t that crazy?

Roadmap 52

Roadmap Customer Success Feedback Report 52

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 98

Customer Success Effort Score Self Service Tools 98

ChurnZero

AUGUST 14, 2020

Using third-party integrations to bring company-wide customer data into a central hub that’s designed to automate and optimize a Customer Success Manager’s output is when Customer Success really becomes a force to be reckoned with. Customer Relationship Management (CRM) Software. Webinar Software.

Software 87

Software Customer Success NPS Net Promoter Score 87