Retently

OCTOBER 16, 2024

Here are several formats to keep in mind: 1-10 Scale Ratings : A numerical scale embedded in your email signature gives customers the option to rate their satisfaction with a simple click. This is particularly useful for tracking Net Promoter Score (NPS) , as it allows you to capture a precise measure of customer loyalty at a glance.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

eglobalis

SEPTEMBER 16, 2024

Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience. At a local level , customer-centricity may involve empowering regional teams to make quick decisions to resolve customer issues.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Calabrio

MARCH 5, 2025

These solutions enable organizations to stay responsive to customer behaviors quickly, with more accuracy and in a cost-effective way. 9 Voice of the Customer Best Practices Are you ready to identify opportunities and issues in real-time and make better data-driven decisions? Book a free demo today to learn more.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

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

Calabrio

MARCH 5, 2025

First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. Many customers rank the quality of customer service teams on how fast they can resolve problems.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

CloudCherry

AUGUST 26, 2019

The survey questions were asked regarding where organizations stood on four core CX capabilities: business case development for CX, customer success management, CX measurement, and insights development. Only 29 out of 68 (about 43%) of respondents say their businesses have established a customer success program.

B2B 199

B2B Conference Metrics B2C 199

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 103

Innovation Customer Success Customer Journeys How To 103

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Download Customer Success Compensation Models Image. Base + Bonus.

Customer Success 111

Customer Success Management NPS Sales 111

GetFeedback

OCTOBER 3, 2018

It was our biggest year yet—with 9 sessions, 3 booths, and a Demo Jam to boot. And we got to connect with amazing people along the way, from the customer success and support gurus who are using Salesforce for good to the admins who make it all possible. Dreamforce 2018 was a blast from start to finish. That’s a wrap!

Survey 150

Survey Measurement Customer Success Metrics 150

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

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. What is a Customer Success Dashboard?

Metrics 99

Metrics Customer Success Net Promoter Score NPS 99

Totango

MAY 15, 2024

If your business, pre-and post-sale, lacks alignment on business goals and customer outcomes, then the value of identifying, implementing, and measuring the opportunity for AI is irrelevant. Our takeaway : The impact value of AI begins and ends with business goals.

Interaction 110

Interaction Customer Success Conference Industry 110

Totango

MAY 14, 2019

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? Choose Customer Success KPIs Tailored to Your Customers.

Customer Success 97

Customer Success Metrics Measurement Customer Satisfaction 97

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 93

Customer Success Tips Customer Journeys Customer Retention 93

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Gainsight

APRIL 15, 2022

But you know all this—you’re the hero who has decided to save your company with the superpowers of customer success! The only way you can save the day is to get customer success up and running quickly, with the organization’s support. Customer success is a team effort, more Avengers than Batman.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Totango

APRIL 11, 2019

This is certainly true of the customer success health scores used to monitor the status of customers. When a health score indicates that a customer requires attention, you also need to know what went wrong and how to fix it. What is a Customer Success Health Score? Use a Customer Success Platform.

Customer Success 90

Customer Success Metrics Measurement Customers 90

Retently

NOVEMBER 29, 2024

– Professionalism and courtesy are key traits that impact how customers view your brand. How likely are you to contact our support team again based on your first interaction?” – This measures if the customer found value in their first support experience and would trust your team again.

Survey 120

Survey Ecommerce Feedback e-support 120

Amity

JUNE 16, 2016

With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform. We sat down with Ellie Wilkinson , the Senior Customer Success Team Manager at Moz, to discuss how Customer Success has evolved over the last two years.

Customer Success 80

Customer Success Self Service Customers Training 80

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product.

Customer Success 88

Customer Success Customer Journeys Roadmap Sales 88

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 85

Customer Success Customer Journeys Guidelines Customers 85

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Customer Success 87

Customer Success Tips Management Sales 87

Totango

MARCH 21, 2019

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.

Customer Success 89

Customer Success ROI Lifetime Customer Customers 89

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Amity

APRIL 30, 2018

When one thinks of a Customer Success Manager, the ‘Happy To Help’ attitude is what usually comes to mind. That is what a CSM is; a multi-tasking, proactive individual who will always be more than willing to help a customer out , drive growth, add value to the company, all the while making the job look like a piece of cake.

Sales 82

Sales Customer Success Customers CRM 82

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Totango

NOVEMBER 10, 2017

Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons. Getting your customer health model right is critical to the foundation of a great customer success operation. Building a Customer Health Model is not a one-time job. What did they learn?

Measurement 77

Measurement How To Analysis Customer Success 77

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. The goal of customer success is to generate recurring revenue by creating customer lifetime value. The goal of customer success is to generate recurring revenue by creating customer lifetime value.

Metrics 77

Metrics Customer Success Effort Score How To 77

Kayako

MAY 26, 2016

First, introduce a customer success manager or other named contact to them. The customer success manager will assure them they are there to facilitate their needs and set the product up with them. Help new users get to grips with a live demo. Here’s an example of our demo invitation page.

Customers 154

Customers Customer Success Training Metrics 154

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Journeys Customer Success Strategy 90

Totango

FEBRUARY 28, 2019

The adoption phase is your opportunity to nurture your customer relationship and establish a recurring revenue cycle driven by a commitment to customer growth. As a manager, your focus in the adoption phase should be on using the customer success platform to monitor three key questions: Is the customer using the product?

Metrics 83

Metrics Customer Success ROI Measurement 83

BirdEye

FEBRUARY 5, 2025

Host live cooking demos Showcase your culinary expertise with live demos. Share customer success stories Celebrate your loyal diners by sharing their stories. Engagement rate This metric measures the level of interaction with your posts, including likes, comments, shares, and saves.

Social Media 104

Social Media Tips Marketing Video 104

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

AskNicely

MARCH 22, 2018

My name is Leah and I recently joined the AskNicely team as VP of Customer Success and Advocacy. I did this all in the pursuit of conquering and mastering my arch nemesis in leading Customer Success teams over the years: Net Promoter Score. . How should every Customer Success leader be using NPS?

NPS 150

NPS Net Promoter Score Case Study Culture 150

Totango

NOVEMBER 10, 2017

Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons. Getting your customer health model right is critical to the foundation of a great customer success operation. Building a Customer Health Model is not a one-time job. What did they learn?

Measurement 72

Measurement How To Analysis Customer Success 72

Totango

MAY 23, 2019

It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells. Customer success upsells are critical to your own success. Let’s look at how you can generate customer success upsell opportunities and encourage continued expansion.

Customer Success 78

Customer Success Effort Score Customer Centricity How To 78