Retently

MARCH 16, 2022

Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education. But there’s still one area that’s neglected all too often – Customer Success. What is the role of Customer Success? reduced customer churn.

Customer Success 157

Customer Success Net Promoter Score Customers Customer Retention 157

ECXO

DECEMBER 25, 2024

When businesses focus on giving their customers a fantastic experience, those customers tend to stick around longer, spread the word to their friends, and become loyal advocates. Build a Community Around Your Brand What to Do: Foster customer communities through forums, social media groups, or exclusive events.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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

Help Scout

JUNE 15, 2021

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well.

Customer Success 116

Customer Success Customer Experience Customers Customer Centricity 116

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Amity

NOVEMBER 28, 2018

Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. A lot of the time things are reactive.

Customer Success 106

Customer Success Competitive Advantage Customers Software 106

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 126

Customer Success Tips Feedback Customers 126

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.

Customer Success 106

Customer Success Tips Self Service Customer Journeys 106

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

Customer Success 101

Customer Success Chief Customer Officer Customer Centricity Sales 101

Gainsight

MARCH 7, 2023

Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers. Here’s a look at how it works.

Customer Success 102

Customer Success Management Groups eBook 102

Kayako

JANUARY 26, 2017

Do you have a plan for after-sales service? In many companies after sales and onboarding are set, users fall to customer support. The answer is harnessing the power of your customer community for after-sales service. How can you benefit from an after-sales service community? Are they given smooth onboarding?

Sales 60

Sales Social Media Tips B2C 60

Lumoa

MAY 7, 2018

To understand that better, I talked to Jeff Gardner , Head of Platform Partnerships, former Director of Support and Customer Success at Intercom. Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team.

Customer Experience 231

Customer Experience NPS Metrics Customer Centricity 231

Lumoa

MAY 21, 2018

Most of the functions in an organization have something to do in improving the customer experience. If top management see customer experience as a priority, engage and show an example, in most cases, the whole company takes customer experience as a priority as well. Customers are highly involved in testing of the new features.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. Creating Alignment Between Sales and CS.

Sales 111

Sales ROI Customer Success Customer Centricity 111

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Today we're supporting more than 12,000 of them — we're passionate about this stuff!

Examples 104

Examples Customer Success Customers Sales 104

ChurnZero

DECEMBER 15, 2020

Criteria Corp’s Customer Success Team (and a few furry friends). Across their suite of aptitude, personality, and skills tests, the group helps organizations make better talent decisions. Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.).

Customer Success 98

Customer Success Customers Metrics B2B 98

ECXO

MAY 20, 2024

posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business. It’s like constructing a magnificent bridge.

e-support 177

e-support Self Service Groups Customer Retention 177

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. Your internal communications team has different priorities than your customer success team. They define this in their own ways.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

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

Kerry Bodine

JANUARY 30, 2021

That might be an account manager, customer success manager — or, as in my case, a payroll specialist. B2B customers reach out directly to their dedicated contacts whenever they have a question or problem. And they depend on their relationships with their contacts for both sales and support.

B2B 227

B2B Company Customer Experience Healthcare 227

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. Humans are social creatures by nature.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

ChurnZero

APRIL 29, 2022

This may leave you as a Customer Success professional wondering what part and purpose you serve in this revenue movement. With RevOps becoming the go-to route to boost operational performance, Customer Success plays a starring role in optimizing the customer lifecycle to increase revenue potential. Q&A Recap.

Connections 98

Connections Customer Success Sales Groups 98

AWS Machine Learning

MARCH 19, 2025

AWS customers and partners innovate using Amazon Q Business in Europe Organizations across the EU are using Amazon Q Business for a wide variety of use cases, including answering questions about company data, summarizing documents, and providing business insights. Read about other Amazon Q Business customers success stories here.

Innovation 90

Innovation Knowledge Base Government Wait Times 90

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 97

Customer Success Management Exercises Social Media 97

Retently

OCTOBER 16, 2024

For example, after a customer service interaction, the support rep’s signature might include a simple “ How did I do? Think about it: customer service teams, sales representatives, and support agents send hundreds – if not thousands – of emails each week. rating with clickable smiley faces. So, why are they so efficient?

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

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

Customer Bliss

JUNE 8, 2020

. “The great news is that HubSpot was already aligned in unifying all customer facing functions—creating a Flywheel team and hiring a CCO was part of the transition we’re undergoing, so our leadership is already aligned there. To operationalize this vision, we’ve created the ‘Flywheel Staff’ group.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. We’re behind on our sales projections.

Customer Success 98

Customer Success Touchpoint Analysis Customer Journeys 98

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

GetFeedback

JANUARY 28, 2019

Every group of customers will have a different experience with your company depending on when they signed up, and who they are. A cohort can be any group of people that share similar characteristics, but in software, it’s typical to create cohorts based on the month they signed up. Let’s take a closer look at what this entails.

NPS 246

NPS Survey Net Promoter Score CRM 246

ChurnZero

JUNE 26, 2020

It’s easy to get overwhelmed or stumped when you’re not sure where to start, especially when purchasing a newer product, such as Customer Success software, for the first time. Now that we’ve made compiling your RFP questions a breeze, let’s look at the most common Customer Success RFP mistakes.

Software 98

Software Customer Success Comparison Net Promoter Score 98

Customer Bliss

MARCH 14, 2017

She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company. ” The customers would agree, and provide benchmarks. Diane’s Team Composition.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Measurement 219

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Customer Success is a rapidly evolving function. Yet, Customer Success is often undervalued and underfunded.

Customer Success 98

Customer Success How To CRM Software 98

CSM Practice

MAY 13, 2020

As a response to help companies mitigate the impact of COVID-19 on Customer Success organizations around the globe. CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. Sales and Retention Forecast.

Customer Success 83

Customer Success Survey Conference Customer Retention 83

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. The face of every Gainster past and present who has played a role in making the Customer Success movement a reality. Is Customer Success really a thing?

Customer Success 101

Customer Success Course Conference Software 101

Experience Investigators by 360Connext

NOVEMBER 2, 2021

A customer persona helps humanize the customer to the point you might refer to them by a fictional name. Personas are often used in marketing and sales efforts, and those names apply to those types of personas. We develop personas for specific activities around customer experience management.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375