InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. This role ensures that all initiatives to improve customer satisfaction are strategically aligned and executed efficiently across various departments.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Encourage employees to escalate customer concerns promptly. Leadership Commitment Set clear expectations for customer-focused behavior at the leadership level. 18% improvement in customer satisfaction (CSAT).

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? ” – Shep Hyken.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

MARCH 16, 2022

But there’s still one area that’s neglected all too often – Customer Success. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success? The Customer Success Manager (CSM) is thus not a passive role.

Customer Success 157

Customer Success Net Promoter Score Customers Customer Retention 157

eglobalis

SEPTEMBER 16, 2024

Overcoming these challenges requires strong leadership from the C-suite, driving the cultural shift toward customer-centricity and ensuring the right technology and processes are in place. Conclusion: Challenges and Execution Tips Implementing a B2B CX strategy is not without challenges.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

ChurnZero

NOVEMBER 11, 2022

Customer Success is gaining ground, influence, and budget within organizations. Based on a detailed survey of more than 1,000 Customer Success leaders, this is the most comprehensive study of the evolving CS landscape to date. Download your full copy of the 2022 Customer Success Leadership Study here.

Study 98

Study Leadership Trends Customer Success 98

Amity

MAY 24, 2016

We hear you -- working in Customer Success is no small task. There is always plenty (and then some) to account for: Various customers to build relationships with -- resulting in various concerns to be addressed -- resulting in various solutions to offer (as each customer is unique and should be treated as such).

Leadership 84

Leadership Customer Success Customers Course 84

Gainsight

APRIL 26, 2019

In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. In a lot of ways, customer success is growing up. Customer Success 2010.

Leadership 79

Leadership Customer Success Roadmap Conference 79

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer Experience Strategy Success Statement , which identifies the specific customer experience outcomes that will matter most to your organization and how those tie to the broader company and leadership team goals. Effective CX Management is about priorities. And typically, there are too many priorities for CX teams.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

ChurnZero

AUGUST 25, 2021

Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. What is a Net Promoter Score (NPS)? How Do I Calculate My NPS?

NPS 98

NPS Net Promoter Score Customer Journeys Customer Satisfaction 98

ECXO

DECEMBER 25, 2024

Example Action: Send a personalized email after purchase, thanking the customer and providing helpful resources or product care instructions. Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ClientSuccess

MARCH 22, 2022

NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. There are multiple ways to conduct NPS surveys at both a high and user level. There are multiple ways to conduct NPS surveys at both a high and user level. Give users a chance to provide more feedback if they want.

NPS 79

NPS Survey Tips Customer Success 79

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Episode Overview.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Retently

MARCH 11, 2025

They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans.

Customer Success 126

Customer Success Management Metrics Effort Score 126

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

CustomerGauge

MARCH 24, 2017

This month I was invited, along with our Customer Success Manager, Andrew […]. The post NPS® Leadership Excellence at Areas USA appeared first on CustomerGauge. For me, Areas USA is that company and team.

NPS 60

NPS Leadership Customer Success Management 60

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Check In: Review customer feedback and discuss any key customer experience metrics. .

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Gainsight

APRIL 15, 2022

But you know all this—you’re the hero who has decided to save your company with the superpowers of customer success! The only way you can save the day is to get customer success up and running quickly, with the organization’s support. Customer success is a team effort, more Avengers than Batman.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Download Customer Success Compensation Models Image.

Customer Success 111

Customer Success Management NPS Sales 111

ClientSuccess

SEPTEMBER 28, 2020

Customer success is a unique department within a SaaS organization. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.

Software 105

Software Customer Success How To NPS 105

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. I am the GM, the coach and the player.

Customer Success 106

Customer Success Competitive Advantage Customers Software 106

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. Toolkit: Customer Success Metrics Toolkit.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

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. Onboarding Hero: ClearGov.

Customer Success 98

Customer Success Meeting NPS Customer Satisfaction 98

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Success 97

Customer Success Customer Experience Case Study Customer relationships 97

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

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Customer Success Net Promoter Score Effort Score 76

AskNicely

MARCH 8, 2018

This means, not only is the customer always right, but the customer is always on. The always-on customer demands immediate attention from everyone in your organization — from the C-suite to customer success to your product team. . The business impact of true customer obsession. We want to show you how.

Net Promoter Score 150

Net Promoter Score Competitive Advantage NPS B2B 150

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

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

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Conference 98

Conference Customer Success Leadership Sales 98

Customer Bliss

DECEMBER 13, 2016

Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be successful in his customer experience role. . The Plan For Action.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

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 Culture 81

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98