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

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

AskNicely

SEPTEMBER 6, 2018

Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. NPS For Marketing, Sales, Customer Success. Marketing uses customer feedback to determine the ROI on campaigns and initiatives. Want more insights into successful NPS programs?

NPS 150

NPS Net Promoter Score Survey Customer Success 150

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Your customer data is a goldmine wrapped in a bow covered in glitter. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Your customers’ primary interaction with your company is through your product.

Roadmap 75

Roadmap Analytics Analysis NPS 75

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Instead, continuously evaluate what practices and customer insights might lead to better outcomes.”.

Customer Success 105

Customer Success Management Marketing Analytics 105

Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small.

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

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

Amity

APRIL 16, 2018

Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there. Be Transparent. Finally, manage expectations.

Roadmap 69

Roadmap Feedback Customers Course 69

Gainsight

DECEMBER 21, 2023

For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. Here are the highlights. Here are the highlights.

Customer Success 52

Customer Success Company How To Effort Score 52

Gainsight

NOVEMBER 13, 2023

Gainsight has always been a leader in the industry, from being the first to establish Customer Success itself, to evolving with changing customer needs, to riding the new wave of artificial intelligence in SaaS. Introducing: Meeting Assist, Takeaways, and Customer Cheat Sheet. appeared first on Gainsight Software.

Customer Success 52

Customer Success Customer Experience Roadmap Meeting 52

Education Services Group

DECEMBER 13, 2022

Last year, the team at ESG made a few predictions about 2022 and how the Customer Success industry would evolve in the coming year. According to the 2022 Customer Success Leadership Study , 78.5% According to the 2022 Customer Success Leadership Study , 78.5% of CS teams now report directly to the C-suite.

Customer Success 52

Customer Success Self Service Sports Leadership 52

ChurnZero

JUNE 14, 2023

It’s a company-wide goal, but the team in the spotlight is customer success (CS). As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand. Operationalize your customer success team.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

ChurnZero

APRIL 27, 2023

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. Product and customer success teams have different ways of communicating and thinking about problems.

Customer Success 52

Customer Success Management Meeting Roadmap 52

Wootric

AUGUST 10, 2018

But on brand new features and products that aren’t launched, knowing that customers want and need most is educated guesswork. But on brand new features and products that aren’t launched, knowing that customers want and need most is educated guesswork. How can you leverage qualitative data when the product or feature doesn’t exist yet?

Roadmap 53

Roadmap Data Net Promoter Score Analytics 53

CustomerSuccessBox

MARCH 4, 2022

Like we have goals to accomplish in the to-do list and it has a predefined roadmap laid out to achieve it, a customer success plan is no bummer! It focuses on reaching the business outcomes of the customers, which can’t afford any excuses of delay, whatsoever! Why do you need a customer success plan?

Customer Success 52

Customer Success B2B Roadmap Metrics 52

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

Gainsight

OCTOBER 11, 2022

A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency. To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. .

Customer Success 52

Customer Success Marketing Management Roadmap 52

Totango

MARCH 13, 2020

Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future. Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place.

Analytics 82

Analytics Customer Success How To Customer Journeys 82

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. However, the process never stops, so when there’s a customer need that you don’t get to the first time around, come back around and prioritize it the second time. But we can’t do it all. What do you recommend?

Sales 52

Sales Customer Success Tourism Roadmap 52

CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. Why Aligning Product and Customer Success Is important?

Customer Success 52

Customer Success Roadmap Customer Journeys Customers 52

Gainsight

DECEMBER 19, 2023

These checkpoints are where they create points of engagement and methods for assessing satisfaction, ensuring that every customer, regardless of their size, receives personalized attention. Tight data integration is imperative to this process, ensuring that vital customer information is accessible and actionable across different teams.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

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

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operational reporting.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

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

Gainsight

AUGUST 23, 2021

Explains how it can be difficult to set feature priorities for product roadmaps. In this article, we explain how to use data-driven decisions to prioritize features and products. Describes why it’s important to creating an effective product roadmap. How to Prioritize Features on Your Product Roadmap.

Data 52

Data Roadmap How To Tips 52

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

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. What are the capabilities and plans for product adoption data/telemetry? The Volume of the Customer Voice.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Totango

JANUARY 2, 2020

As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance. Connect customer data points.

Data 71

Data Roadmap Customers Customer Success 71

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Company Management Roadmap 59

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager.

Customer Success 52

Customer Success Trends Management Survey 52

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

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

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

SurveySparrow

JULY 31, 2023

VOC Methodology Process: Unleashing Customer Insights To embark on the journey of understanding your customers, you need a structured approach. The voice of the customer process provides a roadmap to systematically capture, analyze, and act upon customer feedback. Now you know what to do.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52