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 Strategy Requires a Team Effort. Executive Buy-in for Net Promoter Score. NPS For Marketing, Sales, Customer Success. Want to know how? Departments Using NPS.

NPS 150

NPS Net Promoter Score Survey Customer Success 150

Totango

FEBRUARY 12, 2025

For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts. Learn how to: Measure and act on health scores in dynamic environments.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

ECXO

DECEMBER 25, 2024

In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. Example Action: Send a personalized email after purchase, thanking the customer and providing helpful resources or product care instructions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Totango

FEBRUARY 5, 2019

We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Maintaining customer success efforts.

ROI 76

ROI Customer Success Strategy Effort Score 76

Totango

OCTOBER 14, 2024

Every business needs a customer-led growth motion to stay in business for the long term. Go-to-market teams need to prioritize customer ROI as the driver of decision-making, metrics tracking, and relationship management. This is where customer-led growth comes in.” Account executives can’t sell like it’s 2017 anymore.

ROI 71

ROI Marketing How To Effort Score 71

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. .

ROI 64

ROI Customer Success How To Customer Centricity 64

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

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Create a Cross-Functional Customer Journey Team. Choose the Right Customer Success Software that provides a 360-degree view of your customer. Driving Software Adoption through Customer Success Begins with Understanding.

Software 118

Software Customer Engagement Customer Success Engagement 118

Calabrio

MARCH 4, 2025

Think about it as the difference between a mid-tier athlete and an Olympianthe scope, effort, and quality of this training is simply at an entirely different level. GenCI can identify intent, or the key phrases, recurring topics, and sentiment indicators that reveal customer interests, concerns, and intentions.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. The technology that can help improve CSAT and NPS scores. The differences between CSAT vs. NPS.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

ChurnZero

MARCH 5, 2021

When applied to Customer Success, these principles help explain why “surprise churn” happens, despite your every endeavor to follow all the best Customer Success playbooks to a T. As Dan explains, “There’s a certain amount of inertia and effort in making a hard decision and that causes us to fall back into defaults.”.

Customer Success 98

Customer Success Effort Score Customers Survey 98

Gainsight

MARCH 31, 2025

That means relying on new customer acquisition is expensive for any organizationand in uncertain markets, companies want to ensure that kind of investment leads to ROI quickly. No team is better positioned to help find quick revenue wins like the Customer Success (CS) team.

Customer Journeys 52

Customer Journeys Strategy Effort Score B2B 52

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

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

Totango

JANUARY 4, 2019

To acknowledge that customers want better service isn’t enough. The digital transformation of business, and the resulting rise of the customer-centered economy , must inform every action your customer success team takes. The Top 5 Customer-Centric Marketing Strategies for SaaS Companies. Talk as often as you can.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. .

ROI 48

ROI Customer Success How To Customer Centricity 48

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

ProProfs Chat

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

ChurnZero

FEBRUARY 19, 2021

Whenever I tell someone that I work as a Customer Success Manager, it inevitably always results in a confused facial expression and a response of “So, what is it exactly that you do?”. Instead of being at your customers’ every beck and call, you need to set yourself up to get in front of them. Read My Daily Digest (5 minutes).

Customer Success 96

Customer Success Management Effort Score Meeting 96

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. You may be able to snag a few reviews here and sign up a few references there without much of a dedicated effort. But as you acquire more customers, you’ll no longer be able to passively manage these lead and brand-building sources.

Customer Success 96

Customer Success How To Case Study Customers 96

Totango

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. Experience vs. Value.

Customer Success 78

Customer Success Customer Experience Lifetime Customer Effort Score 78

Amity

MARCH 26, 2018

The history of Customer Success dates all the way back to 1995 when Concur became the first SaaS company by putting their product into what is today known as the cloud. In 2004, Salesforce came up with the Customer for Life program, and set the foundation for all of the reasons we are so focused on Customer Success today.

Customer Success 83

Customer Success Effort Score Customers Course 83

Wootric CX Blog

MAY 4, 2020

Three years ago, I wrote a post on “ How to start a customer success program from scratch ” and outlined all the reasons to do so: . The ROI from increased referrals, cross-sells and upsells. The potential for a customer success program to become a “growth engine”. The ‘free marketing’ of brand advocacy.

Customer Success 82

Customer Success Net Promoter Score Effort Score ROI 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

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. This can be linked to business metrics to give a true ROI figure.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 71

Customer Success Management Net Promoter Score Effort Score 71

Totango

APRIL 2, 2019

Through customer journey mapping. By mapping the customer journey stages, you can visualize the customer success cycle from the customer’s point of view, including their perceptions of received value and the actions customers take as a result. The Customer Journey Stages, Step by Step. Automate tasks.

Customer Journeys 110

Customer Journeys Effort Score How To Customer Success 110

Gainsight

APRIL 21, 2022

Similarly, establishing customer success (CS) at the enterprise level can be quite an exhilarating journey, both challenging and rewarding. Is it enough to simply arrive at customer success, or is there an opportunity to truly make an impact on growth? . What Do Customers Need? Let’s Talk about Expansion.

Measurement 98

Measurement Effort Score Metrics Customer Success 98

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

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

Totango

SEPTEMBER 1, 2020

Miscommunication, forces beyond your control, or differing expectations take their toll on even the most customer-centric of Customer Success teams, and eventually everyone encounters a customer they cannot please. Renewal Is a Product of the Customer Experience. Ways to Predict Customer Churn.

Net Promoter Score 111

Net Promoter Score How To NPS Effort Score 111

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 63

Customer Success Management Net Promoter Score Effort Score 63

Alida

AUGUST 30, 2017

Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. De-mystify ROI measurement.

ROI 100

ROI Innovation Effort Score Customer relationships 100

Amity

FEBRUARY 9, 2016

We often encounter the question, " is there a way to measure how well my Customer Success Team is performing?" " After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. Do you have an up-to-date list of all your customers?

Customer Success 66

Customer Success Effort Score Measurement Customers 66

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. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61