Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. While metrics like CSAT or NPS focus on the big picture such as overall happiness or loyalty CES zooms in on the little moments that can make or break a customers experience. NPS looks at loyalty.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

ShepHyken

DECEMBER 31, 2024

Whats your favorite metric to measure customer success? While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. Ive been in the customer service and CX business since less than a year out of college.

Customer Experience 92

Customer Experience Metrics NPS Customer Service Training 92

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? Then we’ll take a look at the best NPS software providers. What Is NPS Software?

NPS 108

NPS Software Net Promoter Score Multi-Channel 108

Retently

OCTOBER 16, 2024

Ongoing Monitoring and Data Collection Since email signature surveys are automatically included in the email, they provide a reliable way for businesses to continuously monitor customer satisfaction. Customers appreciate the simplicity, and businesses benefit from actionable insights with minimal effort​.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

AskNicely

NOVEMBER 9, 2018

After two successful runs in Portland (with a combined event NPS of 66.7!) you had one question for us: when and where is your next event? Brandon Chase, Director of Customer Success, Baker Technologies. Scott Fehr, Customer Success Leader. Leah Chaney, VP of Customer Success, AskNicely.

Net Promoter Score 150

Net Promoter Score NPS Video Tips 150

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Subscription or license renewal.

Customer Success 112

Customer Success Management Net Promoter Score Effort Score 112

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. Event success hinges on various factors like effective networking, content relevance, and the likelihood of attendees returning.

Survey 96

Survey Analysis Feedback Effort Score 96

GetFeedback

DECEMBER 26, 2018

Any time you want customer insight into one of the following areas, you can use a CSAT survey: Customer support interactions. Customer onboarding. Conference and event feedback. Overall customer health and sentiment. General customer experience. This kind of insight can prove the success of initiatives.

Customer Satisfaction 286

Customer Satisfaction Measurement How To Net Promoter Score 286

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. The event offered an opportunity for thousands of attendees to collaborate with one another and with TSIA member companies like DocuSign, RingCentral and ServiceNow. Customer Success Around the Web.

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

Totango

NOVEMBER 21, 2019

If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you. How to Track Customer Satisfaction with NPS . Customer satisfaction metrics keep an eye on how customers are responding to your initiatives and whether any customers need support.

Customer Satisfaction 93

Customer Satisfaction NPS Metrics Net Promoter Score 93

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Customer Success 117

Customer Success Innovation NPS Touchpoint 117

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.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Retently

SEPTEMBER 11, 2018

What Metrics Measure Customer Satisfaction? NPS, CSAT, and CES are the most commonly used customer satisfaction metrics. Net Promoter Score (NPS). What Is NPS? NPS stands for Net Promoter Score. An easy way to define NPS is to think of it as a growth indicator. How Does NPS Work?

NPS 115

NPS Customer Satisfaction Metrics Net Promoter Score 115

Retently

JULY 2, 2018

There’s much more to an NPS® survey than just the quantitative rating customers give to your business. You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. NPS question structure. Rating survey questions.

NPS 109

NPS Survey Net Promoter Score Feedback 109

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ECXO

DECEMBER 25, 2024

Example Action: Send a personalized email after purchase, thanking the customer and providing helpful resources or product care instructions. Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 0

Customer Success B2C NPS e-support 0

GetFeedback

JANUARY 8, 2020

” Originally, the team only needed a tool that could handle case closed NPS surveys. However, they found GetFeedback powered by Salesforce to be much more versatile than basic use cases like NPS and CSAT. Cisco prides itself on being a customer-driven company. Streamlining customer onboarding . – David Wallis.

Customer Satisfaction 39

Customer Satisfaction NPS Survey Customers 39

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

AskNicely

JANUARY 17, 2017

You need to be regularly assessing how your customers feel. Here’s my top tips for measuring and maintaining customer happiness this year: 1) Timing is crucial. Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are? 3) Sharing is important.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

AskNicely

JANUARY 17, 2017

You need to be regularly assessing how your customers feel. Here’s my top tips for measuring and maintaining customer happiness this year: 1) Timing is crucial. Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are? 3) Sharing is important.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Onboarding Hero: ClearGov. “Not

Customer Success 98

Customer Success Meeting NPS Customer Satisfaction 98

Retently

JUNE 24, 2018

In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. In order to choose the best NPS software that properly fits your business, it’s essential to first become familiar with what most NPS tools have to offer. Survey customization.

NPS 90

NPS Net Promoter Score Software How To 90

ChurnZero

SEPTEMBER 8, 2020

Since getting together 13,000+ attendees together in one place wasn’t going to be on the horizon for the rest of this year, they hosted the SaaStr Annual at Home event last week. It was an all digital event with over 50,000 global attendees. Use Net Promote Score® (NPS) responses as a trigger for Customer Success processes.

Net Promoter Score 90

Net Promoter Score Customer Success Conference NPS 90

Retently

OCTOBER 16, 2023

That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. The reality, however, is that NPS® is just as valuable as a customer satisfaction tool as ever. Are you stuck in the customer satisfaction bubble?

Net Promoter Score 141

Net Promoter Score Metrics NPS Customer Satisfaction 141

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

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. Let’s take a look at four key actions to take right now that will not only help you prove your worth to your customers but will allow you to see instant results. . Dive into Customer Health.

Customer Success 104

Customer Success Net Promoter Score Effort Score How To 104

Retently

DECEMBER 10, 2024

But lets get into more details to highlight Retentlys unique features : Key Features: Comprehensive CX Metrics : Supports NPS, CSAT, and CES surveys, providing a well-rounded view of customer satisfaction, effort, and loyalty across different touchpoints. Notifications are available via email, Slack, and Teams.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

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

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. At ChurnZero’s virtual RYG, we held a panel discussion with Customer Success leaders who offered up their best advice on how to get both your customers and your team invested in your customer advocacy program.

Customer Success 96

Customer Success How To Case Study Customers 96

ChurnZero

APRIL 22, 2022

Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. Create a dedicated space for collaboration and learning with Success Centers.

Customer Success 98

Customer Success Knowledge Base Multi-Channel Touchpoint 98

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal. This gives you a Net Promoter Score that serves as a customer satisfaction baseline.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Customer Success 98

Customer Success Net Promoter Score Metrics NPS 98

AskNicely

SEPTEMBER 17, 2017

So naturally, when these customers even get a whiff of disrespect—perceived or otherwise—they go full Matt Damon on you. Make no mistake, this is no small event. Once customer trust is breaches, it can be a long road to get it back. In fact, we wrote the book on NPS.

Net Promoter Score 150

Net Promoter Score NPS eBook Feedback 150

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?”. Daily customer health score changes for my accounts. Relationship factors: NPS, health score changes, customer outreach frequency.

Customer Success 96

Customer Success Management Effort Score Meeting 96