Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

InMoment XI

JULY 13, 2022

Having a false image of customer success can be harmful, as issues will go unrecognized and unresolved. #2: Responding to the customers who gave you lower marks is beneficial – both for finding out why they gave lower marks, and saving their business. Feed this data back into your product roadmap and to your sales team.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

ChurnZero

DECEMBER 6, 2024

Far too many customer success organizations know they need to start implementing digital customer success, but just dont know where or how to start. These outcomes include: Roadmaps for designing and developing future CS programs. Self-serve digital resources for customers to overcome technical issues.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

Totango

OCTOBER 14, 2024

Every business needs a customer-led growth motion to stay in business for the long term. Go-to-market teams need to prioritize customer ROI as the driver of decision-making, metrics tracking, and relationship management. So, what’s a go-to-market (GTM) team to do? Account executives can’t sell like it’s 2017 anymore.

ROI 71

ROI Marketing How To Effort Score 71

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Sales Customer Centricity Return on Investment 81

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Instead, continuously evaluate what practices and customer insights might lead to better outcomes.”.

Customer Success 105

Customer Success Management Marketing Analytics 105

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

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. Involve Customer Marketing. Creatively Segment your Customers. Believe it or not, customers are not created equal.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? It was a one-team show.

Roadmap 59

Roadmap Customer Success Customer Centricity Feedback 59

Totango

OCTOBER 30, 2024

With seemingly never-ending growth capital, organizational leaders focused almost exclusively on getting new customers—retention, upsell, and expansion would be handled by Customer Success. Align expansion tactics to customer value drivers News flash: usage is not value. But then the ground shifted from underneath.

Roadmap 62

Roadmap Sales Measurement Tips 62

ChurnZero

JANUARY 9, 2025

Companies that do not map customer journeys lose 15-20% of potential revenue growth as they fail to identify and act on conversion and upselling opportunities. As a proud sponsor of Zero IN 2024 , Growth Molecules embraced the opportunity to showcase our customer success training and advisory services in a packed workshop.

Customer Journeys 52

Customer Journeys Marketing Exercises Competitive Advantage 52

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

ChurnZero

JANUARY 31, 2025

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. Its time to think about a customer platform to centralize AI. This article is excerpted from ChurnZero’s new guide, The AI Roadmap for Customer Teams. Download a copy here.

Roadmap 97

Roadmap Customers Leadership Analysis 97

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Report 98

Report Trends Customer Success Self Service 98

AskNicely

OCTOBER 18, 2015

“Wipster is obsessed with customer happiness” – Kristen Lunman, Chief Operating Officer. Wipster is an intuitive video review and approval platform, designed for producers, creative teams, marketing departments and other video makers around the world. Using customer feedback to define the product roadmap.

Video 186

Video Net Promoter Score NPS Roadmap 186

GetFeedback

DECEMBER 10, 2018

Close with a custom thank you page. This is a great marketing real estate to promote relevant content, like customer stories, or ask promoters for reviews. If someone is identified as a detractor, you can use the thank you page to provide helpful articles and resources rather than marketing content.

NPS 210

NPS Net Promoter Score Survey Measurement 210

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

Gainsight

SEPTEMBER 8, 2021

Organizations create Customer Success teams to increase Net Revenue Retention, and we’ve recently published research showing that NRR drives valuation. Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount.

Marketing 105

Marketing ROI Leadership Analysis 105

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product.

Customer Success 88

Customer Success Customer Journeys Roadmap Sales 88

ClientSuccess

MARCH 8, 2023

Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations. This helps to keep your projects on track, your customers happy, and your business thriving.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journeys 88

Customer Journeys Customer Success Sports Roadmap 88

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

BirdEye

DECEMBER 19, 2024

Today, marketing teams face a critical challenge: delivering personalized customer experiences while managing increasingly complex digital marketing plans. An effective AI marketing strategy transforms how businesses understand and engage with customers. Ready to transform your marketing with AI?

Strategy 52

Strategy Marketing Social Media Hospitality 52

Gainsight

MARCH 18, 2021

At first glance, there isn’t much overlap in product marketing and customer success teams’ day-to-day responsibilities. They usually sit in different areas of the org, report to other functional leaders, and are held to unique success measures. Enter customer success.

Customer Success 93

Customer Success Touchpoint Case Study Roadmap 93

ChurnZero

MARCH 7, 2025

For B2B SaaS companies, a strong community is a key component to building great customer relationships. And, with automation and scaled customer success becoming more common in SaaS , a community is a great way to provide customers who may not have a CSM with the resources necessary to succeed.

How To 52

How To Roadmap Self Service Gamification 52

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Totango

FEBRUARY 12, 2025

We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players. For the larger customer success community, the rebrand reinforces Totangos leadership in the enterprise CS space.

Brands 62

Brands Customer Success Roadmap Innovation 62

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Totango

FEBRUARY 28, 2024

While new customer acquisition remains important, our era of responsible growth underscores the vital importance of guiding customers toward positive business outcomes as the most sustainable pathway to success. This is a revolution for the next turn of customer success: a focus on revenue and post-sale monetization.

Company 111

Company Roadmap Sales Customer Success 111

Gainsight

JANUARY 10, 2025

Customer Success (CS) is no longer just a departmentits a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025.

Trends 52

Trends Report Self Service B2B 52

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

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Wootric CX Blog

APRIL 7, 2020

Jay Nathan, Founder and Managing Director of Customer Imperative , was taken by surprise with his first cancellation: “The first major cancellation I received after taking responsibility for retention was like a gut-punch – no warning.” This happened back when he was SVP of Customer Success at an early stage SaaS company.

Customer Success 72

Customer Success Roadmap Customer Retention Feedback 72

AskNicely

OCTOBER 18, 2015

Designed for producers, creative teams, marketing departments and other video makers around the world, they’re committed to taking the pain out of getting videos approved and delivered. “A There was really no consistent way of gauging how people feel, and to be honest, it’s a guess from most marketers.”.

Video 150

Video Net Promoter Score NPS Roadmap 150

InMoment XI

JANUARY 10, 2023

They’ve got a sales team focused on enterprise sales, a customer success team that largely spends its time making onboarding simple and straightforward, and a customer support team that’s available to fix problems. And of course, they’ve got a product team constantly working to improve their software with customers in mind.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap ROI Case Study 117

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Sales 98

Sales Customer Success Conference Customers 98