Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 109

Customer Journeys Customer Success Net Promoter Score B2C 109

Amity

APRIL 24, 2017

From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. We sat down with Loopio's Co-founder and CEO, Zakir Hemraj , to discuss the genesis of Customer Success at Loopio and the effect it’s had on the company as a whole.

Customer Success 93

Customer Success Culture Metrics Customers 93

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score Customer Success NPS Effort Score 81

Retently

AUGUST 29, 2018

You’ve built a great product, perfected your customer acquisition process and even started to poll your clients to learn more about what they think of you. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service. Use NPS to improve your product.

Net Promoter Score 152

Net Promoter Score Tips Customer Service NPS 152

Education Services Group

MAY 20, 2022

I see a lot of chasing in Customer Success: chasing metrics that our data doesn’t support, chasing insight, chasing answers to the reason customers churn, and chasing a haven of exemplary plays and processes to mitigate risk and drive value. Stop chasing metrics without documenting the business outcomes they are driving.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. CX (NPS, CSAT, etc.). Let’s break that down a bit.

Customer Journeys 94

Customer Journeys System Customer Success NPS 94

Retently

JULY 8, 2024

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!),

System 148

System Net Promoter Score NPS Survey 148

Education Services Group

APRIL 27, 2022

Do your CS Ops team use a UAT approach to enable your CSMs with SOPs to view ARR, GRR, MRR, ACV, TCV, ARPU, CAC, CES, CSAT, CGR, CLV, DAU, TTFV, MAU, TTO, TTV, FCR, NPS, NRR, and PES within their customer’s CSPs in your CSP to effectively deliver EBRs and meet OKRs that lead to an enhanced ICP? Ridiculous, right?

Metrics 98

Metrics Effort Score NPS Net Promoter Score 98

ProProfs Chat

APRIL 17, 2020

That’s one of the reasons why y ou formulate strategies to retain your customers. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. How to calculate metrics to measure customer success properly.

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Lumoa

JANUARY 7, 2021

Here are the five stages to think about when you’re mapping out your customer feedback strategy: Stage 1: Awareness Strictly speaking, a customer is someone who has already purchased your product, but we shouldn’t limit ourselves to asking only those people for feedback. Best survey: CSAT or NPS.

Customer Journeys 195

Customer Journeys Touchpoint Measurement Survey 195

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 80

Customer Success Customer Journeys Customers Case Study 80

ChurnZero

MARCH 26, 2021

To ensure you start your Customer Success software implementation off on the right foot, I’ve put together an implementation readiness checklist. Customer Success software aggregates data from multiple systems (like your CRM, product, billing, and ticketing systems) to provide a holistic view of your customers.

Software 86

Software Customer Success How To CRM 86

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

Education Services Group

JUNE 24, 2022

It’s more than a high Net Promoter Score (NPS). It’s more than enabling customers to use your product. It’s more than aligning your product or service to the business objectives of your customer. It’s more than just embedding your product or service into a critical role of your customer’s operational processes.

Customer Success 98

Customer Success Net Promoter Score ROI Customers 98

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 65

Report Customer Success Net Promoter Score Roadmap 65

ChurnZero

JANUARY 28, 2021

.” “Really ‘stepping up’ for their customers during COVID-19 was a common theme amongst our SaaS Customer Success Award winners.” Overall SaaS Award winners were selected using Net Promoter Scores (NPS), UI/UX, recent product improvements, 3rd party analyst research, amongst other criteria. .

Net Promoter Score 96

Net Promoter Score NPS Software Touchpoint 96

Gainsight

DECEMBER 5, 2019

Customers have their own cycles of quarters, cadences, meetings, change management and the like. Most companies will do the basics to drive adoption—release notes, documentation, screen shots. Let’s play this out using NPS as an example: I pass the scheduled completion of onboarding. I ignore the survey. Yet another email.

Customer Experience 77

Customer Experience Customer Success B2B NPS 77

Retently

MAY 2, 2023

Yet, if you’re looking for a quick and reliable source of relevant information, surveys remain the go-to choice for successful businesses looking to improve customer experience. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. What is NPS, CSAT, and CES?

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

ChurnZero

OCTOBER 26, 2021

The ChurnZero team is also thrilled to see a number of customers selected as winners of the SaaS Customer Success Award, which is a true testament to the impact our platform can bring to CS teams at SaaS organizations. We are thankful for our customers and remain committed to their success.”. OnDMARC / Red Sift.

Net Promoter Score 98

Net Promoter Score NPS Software Touchpoint 98

Retently

SEPTEMBER 12, 2018

In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. What is NPS? Net Promoter S core is one of the most effective methodologies to capture customer feedback. Sorting through the feedback is tough. Training our model.

Analysis 109

Analysis Feedback NPS Effort Score 109

ChurnZero

MAY 22, 2024

I find that saying the term “digital customer success” in our industry almost always garners one of two responses from CS professionals. Now, there’s absolutely nothing wrong with customer marketing, but that’s just a tiny portion of what we’re really talking about here. or their eyes light up. What the heck do those mean?

Customer Success 52

Customer Success Strategy Roadmap How To 52

ProProfs Chat

SEPTEMBER 27, 2019

Facebook helps customers resolve their problems, as the brand doesn’t want them to only rely on support tickets and inbound calls. The dynamic help section provides documentation on several topics, besides site overviews for new users. . Send surveys to customers after tickets are closed. Capture customer data.

Omni-Channel 70

Omni-Channel Software Customer Success Social Media 70

Gainsight

MARCH 26, 2024

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. Finally, Kelly has used Gainsight to document outcomes and develop success plans.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52

ChurnZero

MAY 7, 2021

In the rapidly maturing field of Customer Success, if you don’t stop to take stock of the strategy, processes, people, and technology that guide you, it’s easy to lose sight of where you are, and more importantly, where you’re headed. Jeff Breunsbach , Director of Customer Experience, Higher Logic.

Customer Success 59

Customer Success Metrics CRM Customers 59

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable. In 2023, Totango is taking its show on the road.

Customer Journeys 86

Customer Journeys Self Service Customer Success Metrics 86

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. SaaS and Customer Success are two industries where people are eager to collaborate and share their experiences. Remember their humanity.

How To 98

How To Banking NPS Customer Success 98

ChurnZero

OCTOBER 21, 2022

Today’s customers recognize the competition in the subscription market and look for renewal-worthy experiences built upon enduring returns. To deliver on their expectations takes true customer-centricity and a strong customer success team who can do far more than “be there” for your customers.

Customer Centricity 98

Customer Centricity Customer Success Customer Expectations NPS 98

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Adoption Hero – Sibme. Advocacy Hero – Affise.

Effort Score 98

Effort Score NPS Healthcare Training 98

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Education Services Group

JULY 1, 2022

The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. The role that empathy can play in helping deliver value to our customers. Customers want value. Why not you?

Customer Success 52

Customer Success Metrics NPS Data 52

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Understanding the Customer Success Software Market.

Software 60

Software Customer Success Tools Customer Centricity 60

Retently

FEBRUARY 27, 2019

Below, we’ve listed 12 proven tactics to increase your average CLV and generate more revenue from your existing customers. When it comes to customer success, onboarding is the process you should spare no effort on in order to ensure sustainable business growth. Send out customer satisfaction surveys – NPS and CSAT.

Social Media 111

Social Media NPS Omni-Channel Effort Score 111

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. Changing management is hard but critical to the success of a CS team.

System 49

System Customer Success Net Promoter Score ROI 49

SurveyGizmo

MAY 27, 2022

From NPS survey results to concept testing feedback, your survey data tells a story. And because Alchemer is committed to the security of our customers’ data, these new, industry-leading features ensure that the full story of your data is available to those who need it…and secure against those who don’t. Not an Alchemer customer yet?

Report 94

Report NPS Survey Metrics 94

ChurnZero

JULY 21, 2023

In our webinar, Scaling customer success Lynn shares how CS teams can scale their operations and outreach by implementing a digital strategy that uses automation and generative AI. You can see how it goes with new customers and work out the kinks. Some customer support solutions are Forethought, Intercom, or Cresta.

Customer Success 52

Customer Success Strategy Case Study Touchpoint 52

ChurnZero

JANUARY 3, 2020

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind. Jumpstart customer success with great self-help tools.

Customer Success 64

Customer Success Self Service Metrics Customer Retention 64