Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. Are you ready to unlock a new level of impact for your customer success team?

Customer Success 101

Customer Success Management Customers Leadership 101

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Your customer data is a goldmine wrapped in a bow covered in glitter. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Your customers’ primary interaction with your company is through your product.

Roadmap 75

Roadmap Analytics Analysis NPS 75

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Sales Customers Roadmap 98

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Mini Business Cases: Real Companies Using This Approach Many companies use structured processes to evaluate and act on customer feedback when deciding whether to develop new features.

Feedback 460

Feedback ROI Innovation B2B 460

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. 5 Key Customer Success Manager Interview Questions. . Customer Success Managers are leaders.

Customer Success 103

Customer Success Management How To Leadership 103

TeamSupport

SEPTEMBER 28, 2018

The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team. Don’t have a customer success team built up and fully thriving in your business?

Customer Success 80

Customer Success Company Roadmap Communication 80

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

CSM Magazine

SEPTEMBER 20, 2021

To ensure that the dicey game of customer happiness remains in your favor, we share 10 excellent customer support tips. Take a thorough read and find out what it takes to keep your customers satisfied, happy and loyal! 10 Awesome Customer Support Tips & Examples. Visualize the Needs of Your Customers.

Examples 98

Examples Tips Self Service Social Media 98

GetFeedback

DECEMBER 10, 2018

For example, if your percentage of detractors is 20% and your percentage of promoters is 80% then your NPS score is 60. Since emotion is the highest contributor to NPS, a quick response can delight your customers and turn them into promoters. We set rules so our Customer Success team is notified anytime someone gives us a 8 or below.

NPS 210

NPS Net Promoter Score Survey Measurement 210

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Learn from the best.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Totango

MARCH 13, 2020

Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place. Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Tracking Data Throughout the Customer Journey.

Analytics 83

Analytics Customer Success How To Customer Journeys 83

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap ROI Case Study 117

Totango

DECEMBER 28, 2021

Here we’ll look at four proven strategies for reducing customer churn. They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. Invest in Your Customer Success Team.

Strategy 102

Strategy Net Promoter Score How To Roadmap 102

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Sales 98

Sales Customer Success Conference Customers 98

InMoment XI

JANUARY 2, 2023

You will need to dig into the qualitative feedback you receive to understand which attributes of satisfaction are most important to your customers and which are areas that require improvement. In the food delivery example, those attributes could be promptness of delivery, quality of food, price/value, etc.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Here are some of the top-rated posts: Three Quarterly Business Review examples.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Gainsight

SEPTEMBER 20, 2019

For example, one arc of work may have a high value with respect to revenue opportunities while another might have high value strategically. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), Try not to get hung up on finding absolute measures for cost and value. Not at all!

Roadmap 58

Roadmap Exercises Sales Marketing 58

GetFeedback

JULY 29, 2019

For example, the question “Is the user interface hard to use?” ” The first example is a closed question, whereas the second allows the responder to describe their experience more accurately. Net Promoter Score (NPS) is an excellent example of a closed question which many companies use to gauge customer sentiment.

Survey 150

Survey Feedback How To Net Promoter Score 150

Amity

APRIL 21, 2017

When it comes to managing relationships with your customers, the old axiom holds true: “Change is the only constant.” ” Because you know things will change - both positively and negatively - in your relationships with your customers, your customer success teams need to be proactive in managing the relationship.

Customer Success 72

Customer Success Guidelines Roadmap Meeting 72

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Learn from the best. "

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

Customer Success 64

Customer Success Strategy Roadmap Metrics 64

ChurnZero

AUGUST 3, 2021

Let’s take a look at an example of how to calculate monthly recurring revenue: In August you have 3 customers. Customer #1 has been a customer for 6 months. Let’s take a look at a simple example of how to calculate ARR: Your customer subscribes to a 1-year contract with monthly billing of $100 per month.

Roadmap 98

Roadmap Metrics Software Customer Satisfaction 98

ECXO

OCTOBER 5, 2023

You get a lifetime license to 6 self-paced modules with narrated presentation videos, quizzes, workbooks, templates, and examples. For more information, please email success@ClearAction.com with any questions or to request a conversation. Optional live learning session and instructor feedback at no extra charge.

ROI 156

ROI Video Government Leadership 156

Gainsight

NOVEMBER 9, 2022

Along with other Customer Success, Product, and Community leaders, it underscored the need to build durable growth — now, more than ever before. . They also said customer success is the organization least likely to see cuts in spending over the next year.” Pulse Europe 2022 is here! Mehta explained. . de Vries said.

Self Service 19

Self Service Roadmap Customer Success Knowledge Base 19

ChurnZero

DECEMBER 6, 2024

Far too many customer success organizations know they need to start implementing digital customer success, but just dont know where or how to start. These outcomes include: Roadmaps for designing and developing future CS programs. Self-serve digital resources for customers to overcome technical issues.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operational reporting.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

Gainsight

MARCH 22, 2022

Sales and Marketing is to new customer bookings as Product Management and Customer Success (CS) is to the customer experience. Successful CS organizations should be well aligned with the PM organization. Product teams should communicate roadmap and customer updates regularly. 3) Avoid Hint Dropping .

Customer Success 52

Customer Success Management Roadmap Communication 52

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so?

Customer Success 67

Customer Success Management Case Study Study 67

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. Outstanding brands create connections between customer needs and their solution. The examples are plenty. Another example? The Beginning of the Journey.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

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. Here’s an example. or their eyes light up.

Customer Success 52

Customer Success Strategy Roadmap How To 52

TeamSupport

DECEMBER 14, 2018

Once a thought of the distant future, many companies began adding these concepts to their workflows and roadmaps. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. Examples include sentiment analysis, predictive chat, and distress scoring.

Trends 111

Trends Self Service Customer Service Chatbots 111

GetFeedback

FEBRUARY 17, 2020

Automate survey distribution —rather than the traditional batch-and-blast approach, we recommend an always-on NPS program; otherwise, it’s just too difficult to follow up with relevant customers. Map out your customer journey and determine the best times to survey customers along the way.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49