Gainsight

MAY 4, 2023

So, instead of being focused on Support, a Community should be a pivotal strategy in your Customer Success journey, driving real business results and value for the customer — not simply vanity metrics like member growth or number of posts. And finally, it’s about the customer experience.

Self Service 52

Self Service How To Effort Score B2C 52

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? developing customer advocacy is a must.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Gainsight

JUNE 11, 2021

The 15-minute and 30-minute sessions allowed attendees to soak up every last bit of knowledge. The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. Your Customers Need You to Put Yourself First: Listen to Them!

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

CSM Magazine

JULY 11, 2023

If you aspire to become a successful product manager, this article provides valuable advice and insights to help you navigate this dynamic and rewarding career path. Develop a Strong Understanding of Your Market and Customers Successful product managers have a deep understanding of their target market and customers.

Management 40

Management Roadmap Trends Communication 40

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. . Net Revenue Retention: The One True Metric. “ We talked to investors and CEOs who said Net Revenue Retention is the most important metric for them this year. Mehta explained.

Self Service 19

Self Service Roadmap Customer Success Knowledge Base 19

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? If so, why?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

SurveySparrow

SEPTEMBER 6, 2019

As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. It is the measurement of the value a customer brings to your company after the first purchase till the end. The way you calculate your Customer Lifetime Value depends on your business model.

Social Media 51

Social Media Effort Score Metrics Customers 51

SmartKarrot

OCTOBER 2, 2023

Churn—the rate at which customers stop using a product or service—is a challenge many businesses face. But, with the right strategies and approach, you can significantly reduce churn rates and drive long-term customer success. In this post, we list out 15 key points in a customer life-cycle journey to cut churn rates by half.

How To 10

How To Self Service Touchpoint Culture 10

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” Knowledge and Insight.

Self Service 74

Self Service Customer Service Customers Connections 74

Help Scout

SEPTEMBER 18, 2018

Plenty of companies pay lip service to customer service being the heart of the business. To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. With Support-Driven Growth, it actually is.

Customer Centricity 40

Customer Centricity Sales Roadmap Knowledge Base 40

ProProfs Chat

DECEMBER 17, 2021

Modern marketers and customer success managers leverage in-app feedback tools as they eliminate the need for the users to leave the app for providing valuable feedback. . The comprehensive dashboard allows you to gauge completion rate, user data, NPS score trends , and other metrics easily. Customer Acquisition.

Tools 52

Tools Feedback Roadmap Survey 52

CSM Practice

JUNE 25, 2019

We examined the more proactive role that support teams are playing and then introduce the concept of the portfolio success manager. What are some of the biggest trends in customer support today? One of the biggest trends we see is the emergence of customer support 2.0, What about trends for customer success?

Management 55

Management Trends Customer Success Roadmap 55

ProProfs Chat

SEPTEMBER 13, 2019

To answer it in this article, we’re going to look at: What is SaaS Customer Support? What are the best practices for SaaS customer support teams? What are the most essential SaaS customer service metrics? And what are the best tools to use for your SaaS customer support? Customer Satisfaction Score (CSAT).

Customer Service 55

Customer Service Omni-Channel Net Promoter Score Knowledge Base 55

SmartKarrot

APRIL 26, 2022

The impact of customer success in the B2B SaaS industry is prolific. It is not a mean feat when you look at how far customer success has come from the days of its evolution. Today customer success has become inevitable for the success of a B2B SaaS company.

Customer Success 10

Customer Success B2B CRM Culture 10