Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

ECXO

JULY 22, 2024

Regular Webinars: Offering webinars and Q&A sessions to address common queries and provide deeper insights. Feedback Loops: Implementing systems for users to share their experiences and suggestions. Building Customer Loyalty Consistent positive experiences foster customer loyalty.

B2B 207

B2B Customer Experience Self Service e-support 207

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

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. Sales to Customer Success Handoff Email Template.

Customer Success 115

Customer Success Feedback Meeting Knowledge Base 115

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Check out our top five Customer Success webinars brought to you by ChurnZero in 2021.

Chief Customer Officer 98

Chief Customer Officer B2B Leadership Customer Success 98

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights.

Customer Success 112

Customer Success Data Strategy Tips 112

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 108

Customer Success Tips Chief Customer Officer Leadership 108

ChurnZero

FEBRUARY 21, 2025

Should you be charging for customer success? Why not take customer-facing services as seriously as our products? Donna asked in her recent ChurnZero webinar. Charging for customer success: the pros and cons. You can also watch her webinar in full at the end. Watch the webinar in full here.

Customer Success 52

Customer Success Net Promoter Score How To Competitive Advantage 52

Lumoa

MAY 17, 2022

Related Insights – When people talk about this Insight, they often use these words or phrases in the same feedback Filter Insights – When people are talking about this Insight, they often are associated with these filters. Thanks for reading! The post Product News – May 2022 appeared first on Lumoa.

Knowledge Base 195

Knowledge Base Touchpoint Trends Data 195

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

AskNicely

MARCH 8, 2018

The always-on customer demands immediate attention from everyone in your organization — from the C-suite to customer success to your product team. . According to Forrester Research , the biggest risk in this new customer-obsessed era is timing (taking action on customer feedback too early or too late).

Net Promoter Score 150

Net Promoter Score Competitive Advantage NPS B2B 150

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Onboarding.

Customer Retention 106

Customer Retention Software Customer Success CRM 106

Lumoa

DECEMBER 17, 2022

And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! We also have a webinar hosted by our very own Cool Garen where he goes over these features in detail! Now easier to close the loop with customers! Crazy how time flies.

Competitive Advantage 195

Competitive Advantage Feedback Comparison Survey 195

Lumoa

JANUARY 17, 2023

And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! We also have a webinar hosted by our very own Cool Garen where he goes over these features in detail! Now easier to close the loop with customers! Crazy how time flies.

Competitive Advantage 195

Competitive Advantage Feedback Comparison Survey 195

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Success 112

Customer Success Customers Measurement Communication 112

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole.

Feedback 117

Feedback Roadmap ROI Case Study 117

Feedbackly

OCTOBER 12, 2022

To help you develop your Emotional Experience program further or to help you get started with it, we have put together this Q&A webinar. During her career, she has also led a startup intending to change the world of customer feedback collection – CX has always been in her heart. About the speakers. JAAKKO MÄNNISTÖ.

Handbook 98

Handbook B2C Feedback Measurement 98

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

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Creating a company charter for your Customer Success initiatives is a good place to start. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

ChurnZero

APRIL 22, 2022

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. this October.

Customer Success 98

Customer Success Roadmap Conference Feedback 98

ChurnZero

SEPTEMBER 14, 2021

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. .

Sales 94

Sales Customer Success Customers Exercises 94

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

CSM Magazine

JANUARY 28, 2025

Companies vested in customer success turn to education as a way to engage their audience. By sharing their expertise, they empower customers to make the most of their purchase, maximizing results and minimizing regrets. How Does Customer Education Work?

Loyalty 52

Loyalty Self Service Apparel Knowledge Base 52

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. I’m the Director of Customer Success and I’m in charge of 3 teams.

Customer Success 94

Customer Success Abandon Rate Culture Customers 94

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

NOVEMBER 22, 2024

Nothing in customer success causes CSMs to catch “feelings”, as Naomi Aiken puts it, as reliably as losing a customer. This month, Naomi shared how to do it in a ChurnZero webinar, which you can watch in full at the end of this article. Watch the full webinar here. Does it work? Get to know them here.

Exercises 52

Exercises How To Culture Leadership 52

ChurnZero

APRIL 9, 2021

Customer Success is fueled by customer interaction. In honor of Stress Management Awareness Month, we invited Ryan Johansen, Customer Success Director at RapidMiner, to share his experience dealing with extreme burnout and show us how to survive and thrive under the pressures of being a Customer Success professional.

Customer Success 98

Customer Success Culture Customers Exercises 98

ClientSuccess

JULY 20, 2022

As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. but until you know for sure exactly what a customer is thinking, how they are feeling, and what ideas they can bring to the table, you can never be truly comfortable.

Feedback 89

Feedback How To eBook Tips 89

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. Need help getting started?

Customer Success 106

Customer Success Tips Self Service Customer Journeys 106

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! This enhances your user engagement and ensures your customers are always informed.

Communication 89

Communication Customer Success Conference Customer Journeys 89

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . If you missed the webinar, you can watch it on-demand. Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

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. Today, this customer segment’s NRR is at 124%.”

Customer Success 98

Customer Success Meeting NPS Customer Satisfaction 98

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Actionable ways to bridge the gap between customer success and marketing. Who better than the people currently using your product to give feedback on new features? Conferences and Webinars.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81