Retently

MARCH 11, 2025

They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Lumoa

FEBRUARY 9, 2023

Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. Include customer-centricity in daily operations and communications inside the company. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

OCTOBER 16, 2024

Whether it’s asking how a service experience went or getting a quick rating on a product, feedback can be captured while the interaction is still fresh in the customer’s mind. Thus, in-signature surveys provide a low-effort yet high-impact method for businesses to stay attuned to customer needs and optimize service quality.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

eglobalis

SEPTEMBER 16, 2024

C-suite executives should lead this effort, ensuring the organization understands the complexity of the customer journey and invests in advanced analytics tools to segment and map these touch-points. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. 71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

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?

Contact Center 100

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

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Best Features User-friendly design for easy survey creation, customization, and deployment.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Kayako

JUNE 8, 2017

The perception has been for years that, exceeding expectations = customer loyalty. Customers desire minimal effort to get an answer, and that’s what makes them come back to your business. High effort experiences result in 96% of customers becoming disloyal to a business. In fact, CEB found this to be incorrect.

Metrics 271

Metrics Self Service Customer Experience Effort Score 271

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. Why It Works: Listening to customers helps identify trends and opportunities for growth.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Kayako

APRIL 27, 2017

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. How to collect Net Promoter Score (NPS). You measure NPS by sending your customers a short survey.

Measurement 223

Measurement Loyalty Net Promoter Score Effort Score 223

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Report 98

Report Trends Customer Success Self Service 98

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. From product to marketing to operations, business leaders can take action on key trends to prevent churn and drive growth. The result ?

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

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

InMoment XI

MARCH 22, 2025

If that sounds like a win-win scenario, lets look at how CI enhances account health efforts. Conversational intelligence involves analyzing customer interactions with your business to assess engagement, intent, and sentiment. Great businesses arent built on sales alonetheyre built on relationships.

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?

Customer Success 129

Customer Success NPS Metrics Culture 129

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans.

Customer Success 126

Customer Success Management Metrics Effort Score 126

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. Did customers have to search for too long?

Ecommerce 110

Ecommerce Survey Retail NPS 110

Calabrio

MARCH 5, 2025

Increased Customer Satisfaction (CSAT): FCR directly correlates with customer satisfaction. Customers who have their issues resolved quickly and efficiently are significantly more likely to report high satisfaction levels, driving up overall CSAT scores. A unified, easy to use system is necessary.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

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

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 111

Customer Success Effort Score Touchpoint Customers 111

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 108

Customer Success Technology Effort Score Customer Centricity 108

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. This volatility can lead to several issues.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148

Totango

NOVEMBER 25, 2020

The specialty of Customer 360 is creating a real-time picture of customer health across your entire user base. As clients move from onboarding to renewal, this real-time view allows CS teams to take action quickly when customer health scores fluctuate. . What Goes Into a Real-Time Customer 360 View? Sales history.

Customer Success 112

Customer Success Net Promoter Score Effort Score CRM 112

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Trends 72

Trends Customer Journeys Customer Success Net Promoter Score 72

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

ChurnZero

DECEMBER 15, 2021

When the responsibilities of Customer Success are confined to a single department, your Customer Success efforts become like a drop in the ocean. Customer Success should ripple out from the Customer Success team through other departments. Customer Success Software & Sales.

Software 98

Software Sales Customer Success Marketing 98

Lumoa

MARCH 20, 2018

Involve all the employees in the transformation : motivate the employees of the company to deliver great customer experience. Include customer centricity into daily operations and communications inside the company. Build CX into the culture : build a long-lasting principles oriented on customer success.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. Lumoa turns the traditional approach upside down.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 92

Customer Success Technology Effort Score Customer Centricity 92

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

GetFeedback

AUGUST 17, 2018

Identify trends throughout the customer journey. Justifying customer experience initiatives can be challenging. But by leveraging feedback within Salesforce, you can actually see the impact each customer interaction makes on your bottom line. When customers are upset, they want answers fast.

Net Promoter Score 150

Net Promoter Score Feedback Effort Score Survey 150

Gainsight

MARCH 2, 2022

One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. . More and more businesses are realizing that taking care of all of their customers reaps huge dividends.

Customer Success 98

Customer Success Effort Score Course Culture 98

Retently

DECEMBER 10, 2024

Retently: The All-in-One Customer Satisfaction Platform Retently is a versatile customer experience management platform designed to help businesses measure, analyze, and enhance customer satisfaction. Includes AI-powered insights for deeper analysis of feedback trends and themes.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98