InMoment XI

JULY 13, 2022

Having a false image of customer success can be harmful, as issues will go unrecognized and unresolved. #2: Responding to the customers who gave you lower marks is beneficial – both for finding out why they gave lower marks, and saving their business. Feed this data back into your product roadmap and to your sales team.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

Gainsight

JANUARY 10, 2022

Past: Customer Success Started as a Community. The word “community” captures how the Customer Success movement got started. Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. The energy of that Pulse event was electric. And you know what?

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Totango

JULY 31, 2024

In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.

Sales 98

Sales Leadership Industry Tips 98

Vonage

APRIL 12, 2018

For Gainsight CEO Nick “Block Chainz” Mehta, Customer Success isn’t just business; it’s personal. And, thanks to the opening number, it had the distinction of being the largest (though likely last) Customer Success/rap event in history. This purpose also informs our approach to Customer Success.

Customer Success 120

Customer Success Contact Center Conference Sports 120

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Invitations to events. Invitation to Event Email Template.

Customer Success 113

Customer Success Feedback Meeting Knowledge Base 113

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

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Churn Reduction.

Customer Success 125

Customer Success Tips Feedback Customers 125

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

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. Sales interactions. Customer onboarding. Conference and event feedback. Overall customer health and sentiment. Sales and product satisfaction. General customer experience.

Customer Satisfaction 286

Customer Satisfaction Measurement How To Net Promoter Score 286

Totango

FEBRUARY 14, 2020

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing. Attracting new leads is their main forte.

Customer Success 99

Customer Success Marketing Case Study Study 99

ChurnZero

SEPTEMBER 1, 2020

The reality is that virtual events will be the norm going forward, at least in the short term. Virtual events present uniquely flexible opportunities for Customer Success professionals to brush up on skills and to learn from peers, albeit from the safety of being behind a webcam. 2) The Customer Conference.

Conference 98

Conference Customer Success Customer Journeys Industry 98

Totango

MAY 15, 2024

Explore the current challenges, market opportunities, and transformative potential of AI in CS as Totango + Catalyst leaders Chris Winkler , Head of Product Marketing, and Kellie Vivanco , Head of Customer Growth Marketing, share their take on key takeaways from the event. #1:

Interaction 107

Interaction Customer Success Conference Industry 107

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. Support: Zendesk, Jira.

Tools 114

Tools Customer Success Software Self Service 114

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

CRM 93

CRM Customer Success Customer Relationship Management Customer relationships 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 116

Customer Success Innovation NPS Touchpoint 116

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Success Roles.

Customer Success 97

Customer Success Training Customers ROI 97

Oracle

JANUARY 28, 2021

Looking for customer experience virtual events information for 2021? We’ve compiled a CX professional’s guide to virtual events to continue to keep you up-to-date, in-the-know, and ever-smarter this year. Bookmark this page and check back as we update event information throughout the winter and spring months ahead.

Customer Experience 76

Customer Experience B2B Conference Advertising 76

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. Brands with the most unhappy customers posted a paltry 3% growth over the same period.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 105

Customer Success Tips Chief Customer Officer Leadership 105

Gainsight

JUNE 23, 2020

My career in events started back in 2008 as a sales associate supporting sponsorship fulfillment. I fell in love with the nitty-gritty details of my job so I ventured out of sponsorship fulfillment and dove right into event management. Pivot…Pivot…Pivaat! February 28 – a day I remember well.

Hotels 88

Hotels Connections Travel Engagement 88

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Gainsight

NOVEMBER 30, 2020

[TL;DR: We’re thrilled to announce a partnership with Vista Equity Partners, valuing Gainsight as a “unicorn,” to take the Customer Success movement to new heights. Pulse events globally in London, Sydney, Atlanta, Boston, Chicago, Seattle, and New York. Is Customer Success really a thing? And 2 years is too long.

Customer Success 101

Customer Success Course Conference Software 101

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

JUNE 16, 2020

That’s what led them to bring that value online with their SaaStock Remote event last week. ChurnZero was thrilled to be able to sponsor the event as well as sit in on the sessions ourselves, which might not have been as possible if we were sponsoring and exhibiting at the event in person. Walk In Your Customers Shoes.

Customer Success 92

Customer Success Customer Retention Customer Centricity Tips 92

ChurnZero

JULY 29, 2022

A customer’s decision to stay with you doesn’t come from a single interaction; instead, it reflects their entire experience across your organization. To tap retention as a growth channel, you need a customer success strategy that elevates your customer success teams and puts customers at the heart of everything you do.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Conference 98

Conference Customer Success Leadership Sales 98

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

Totango

APRIL 18, 2023

In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen.

Innovation 102

Innovation Customer Success Customer Journeys System 102

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Customer Success 98

Customer Success Leadership Case Study Sales 98

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

ChurnZero

OCTOBER 5, 2021

Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “ Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.” ” We are happy to say it was a great event all around. Customer Success Around the Web.

Customer Success 95

Customer Success Conference B2B Sales 95

GetFeedback

JUNE 22, 2019

Remember that your NPS survey represents a valuable customer loyalty metric. Viewing customers through this lens gives customer success teams a better way to build healthy, long-lasting customer relationships. Solid customer data helps your customer success teams predict and prevent churn.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Gainsight

DECEMBER 17, 2019

In some ways, starting from scratch with a world-altering event gives the author a lot more freedom to speculate on how humanity might adapt and evolve than if they were to try an imagine how our current society and technology will change organically over time. Extrapolating the future of your customer success organization.

Customer Success 21

Customer Success Strategy Training ROI 21

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. Types of companies that aren’t easy: vision-led, sales-led & committee-led.

Net Promoter Score 90

Net Promoter Score Customer Success Conference NPS 90

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 101

Customer Success Net Promoter Score Effort Score How To 101

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 87

Customer Success ROI Lifetime Customer Customers 87