Gainsight

JULY 6, 2021

We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey. By increasing the level of understanding of your customer, your company can focus and prioritize, thus accelerating growth. Most of all, it can help build a solid foundation for delivering customer success.

Handbook 73

Handbook Customer Success Customer Base Technology 73

ChurnZero

APRIL 1, 2022

Youre not alone, says Sharon Winterton , vice president of Customer Success at Catalina Marketing , who encountered imposter syndrome after achieving the vice president title shed long aspired to. Youve never done Customer Success before. Customer Success is a relatively new discipline. Prefer video?

Customer Success 52

Customer Success How To Customer Journeys Culture 52

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. The Service Culture Handbook.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. How have the metrics evolved over the last few years?

Handbook 52

Handbook Chief Customer Officer NPS Metrics 52

Gainsight

MAY 3, 2022

It leverages metrics. One of the most direct ways product-led growth boosts expansion revenue is through in-product metrics. Within an effective product-led growth strategy, you tap into metrics and use them to measure, back, and inform decisions. It sparks proactive customer success. Ready to get started?

Handbook 52

Handbook Roadmap User Experience Metrics 52

Gainsight

JUNE 17, 2022

If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to measure success. . Here’s how to pick out the perfect metrics for product-led growth. . Overall Product-Led Growth Metrics.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. Let’s begin with what makes you unique as a customer success professional. Over the past ten years, the role of Customer Success Manager has evolved and changed as much as the field of SaaS has.

Handbook 59

Handbook Sales Customer Journeys Customer Success 59

Gainsight

NOVEMBER 10, 2021

Success metrics have shifted. In SaaS, it’s not enough to measure metrics such as revenue or units sold. Product-led plans make it easier to track and improve these metrics. . What are the benefits of product-led success? One report found 59% of SaaS leaders believe customer renewals are a high priority.

Analytics 52

Analytics How To Handbook User Experience 52

Gainsight

APRIL 7, 2022

The best product-led growth strategies use metrics to shine a light on problems and reveal the best route to stronger adoption. Metrics You Can Use To Measure Product Adoption. Once you’ve set up the scaffolding to support your product adoption plan, you can use metrics and KPIs to build toward even stronger engagement.

Analytics 52

Analytics Measurement How To Handbook 52

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

NOVEMBER 16, 2021

In addition to laying out clear retention dashboards based on your most important metrics, software also lets you dive into user preferences, behaviors, and habits. . The post PX for Desktop and On-Premise Applications appeared first on Customer Success and Product Experience Software | Gainsight.

Handbook 52

Handbook Analytics Analysis Software 52

Gainsight

APRIL 13, 2022

In this article, we dig into the product-led approach and list the four ways it can lower your customer acquisition costs. What is customer acquisition cost? Customer acquisition cost (CAC) is a metric that tells you how much your company is spending to bring in a new customer.

Handbook 52

Handbook User Experience eBook Resources 52

Gainsight

NOVEMBER 16, 2021

Additionally, you can use analytics to prove to stakeholders that your flywheel is working, and you can lean on metrics as you chart your product roadmap decisions. . Become a product-led success master. Perfecting your product-led flywheel will lay the groundwork for faster growth and a user-first product.

Tips 52

Tips Handbook Analytics User Experience 52

Survicate

MARCH 20, 2019

Voice of the Customer – a buzzword that’s shaken the marketing world in recent years like no other. We all aspire to put customers in the spotlight, but how do we ensure our efforts are truly effective ? Budget for customer success team growth. Largely good, some not so good. Run NPS surveys. “ We have a mantra.

Tips 85

Tips Customer Centricity Social Media Insurance 85

SmartKarrot

JUNE 10, 2022

Role: VP, Customer Success (Remote) Location: Remote, United States Organization: Sales Talent Agency, Inc. As a VP of Customer Success, you will be responsible for driving success outcomes across the entire customer journey; including implementation, support, operations, and renewals.

Customer Success 3

Customer Success Handbook Customer Journeys NPS 3

Education Services Group

FEBRUARY 19, 2019

To keep up your business’ momentum and show your customers the ROI that you offer, you need to keep track of your TTV as a key metric. It’s your job to show the customer the value that they’ll get out of your product — not their job to find it. If your customers can’t figure out how to use your product, they won’t.

Measurement 40

Measurement Case Study Handbook Software 40

SmartKarrot

MARCH 16, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Terminus As a Director of Customer Success, you will manage a team of 8 (and growing) Customer Success Managers. Manage to production metrics and data-based performance goals. Act as an escalation point as required.

Customer Success 10

Customer Success Handbook Case Study Roadmap 10

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Answer Dash

APRIL 16, 2019

In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth. Imagine the impact this has on customers, especially when programs are managed separately for each solution the customer buys.

Customer Experience 76

Customer Experience Customer Journeys Financial Handbook 76