eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Communicate clearly with customers if a feature is rejected due to regulatory reasons, and provide a detailed explanation of the risks involved.

Feedback 441

Feedback ROI Innovation B2B 441

Gainsight

OCTOBER 22, 2020

With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . Mornings are dedicated to team and customer collaboration. At Gainsight, we believe customer success is a company-wide priority. How do you drive customer success in your role? .

Meeting 98

Meeting Management Roadmap Customer Centricity 98

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. The results?

Customer Success 98

Customer Success Management Customers Leadership 98

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Sales Customers Roadmap 98

Totango

SEPTEMBER 9, 2022

How to Make Your QBR Meeting Agenda Count. These meetings can play a crucial role in your customers’ overall health and success. These meetings can play a crucial role in your customers’ overall health and success. However, a QBR meeting agenda can be challenging to plan and execute.

Meeting 19

Meeting Tips Analysis Metrics 19

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

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

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

AskNicely

APRIL 4, 2018

How does a SaaS-based fleet software company solve complex customer needs at scale? They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. Meeting customer needs a deep understanding of the complex problems they need to solve. Wendy Pochop.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. 5 Key Customer Success Manager Interview Questions. . Check out their responses below! .

Customer Success 100

Customer Success Management How To Leadership 100

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison. Today, it’s about lighting the path to growth.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

ChurnZero

APRIL 22, 2022

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. this October.

Customer Success 98

Customer Success Roadmap Conference Feedback 98

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 95

Report Trends Customer Success Self Service 95

TeamSupport

SEPTEMBER 28, 2018

The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team. Don’t have a customer success team built up and fully thriving in your business?

Customer Success 80

Customer Success Company Roadmap Communication 80

Gainsight

SEPTEMBER 4, 2019

That averages out to roughly 11 clients a week, 45 clients a month, and over 500 client meetings a year. If you are a leader looking to meet more clients, this article is for you! I love meeting with people, and especially clients. So I’ve broken down the mechanisms I use to try to meet as many clients as my schedule allows.

Meeting 17

Meeting Roadmap Feedback Fashion 17

AskNicely

OCTOBER 18, 2015

Using customer feedback to define the product roadmap. An unexpected benefit of AskNicely was the amount of feedback about feature requests, usability problems and even bug reports from customers according to Rick Findlater, who’s responsible for Customer Success at Wipster. “So Real-time Engagement is Key.

Video 186

Video Net Promoter Score NPS Roadmap 186

Gainsight

MARCH 19, 2020

And that’s driven thousands of customer success professionals who were used to seeing their clients and teams every day to learn the ins and outs of “virtual” CS. Early in Gainsight’s tenure (2014), we had a big client (still a customer today) who had a feature request and wanted to see our roadmap. But here we are.

Customer Success 85

Customer Success Tips Video Roadmap 85

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. A little bit of gratitude can go a long way in building a loyal customer base.

Customer Success 79

Customer Success Tips eBook Roadmap 79

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Register today.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

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 85

Customer Journeys Customer Success Sports Roadmap 85

ChurnZero

AUGUST 18, 2020

Your business success and your customers’ success are inextricably linked. Customers won’t succeed if they don’t embrace your product. You can’t grow if the customer doesn’t achieve their objectives, provide feedback, and validate your value by advocating their results as social proof.

Meeting 98

Meeting Customer Engagement Engagement Customer Success 98

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

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

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

Totango

MARCH 13, 2020

Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place. Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Tracking Data Throughout the Customer Journey.

Analytics 82

Analytics Customer Success How To Customer Journeys 82

AskNicely

OCTOBER 18, 2015

Using customer feedback to define the product roadmap. An unexpected benefit of AskNicely was the amount of feedback about feature requests, usability problems and even bug reports from customers according to Rick Findlater, who’s responsible for Customer Success at Wipster. “So Real-time Engagement is Key.

Video 150

Video Net Promoter Score NPS Roadmap 150

Amity

APRIL 21, 2017

When it comes to managing relationships with your customers, the old axiom holds true: “Change is the only constant.” ” Because you know things will change - both positively and negatively - in your relationships with your customers, your customer success teams need to be proactive in managing the relationship.

Customer Success 72

Customer Success Guidelines Roadmap Meeting 72

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

Totango

FEBRUARY 5, 2019

We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Maintaining customer success efforts.

ROI 76

ROI Customer Success Strategy Effort Score 76

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 Metrics 81

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events.

Tips 69

Tips Customer Success Social Media Roadmap 69

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners.

Customer Success 52

Customer Success Effort Score Roadmap Customers 52

CustomerSuccessBox

JUNE 21, 2021

The success of your company depends on how you deal with the needs and goals of your customers.That’s why many businesses are shifting their customer strategy, including the ongoing customer growth plan from the Account Manager to the Customer Success Manager. What feedback are you getting from the customer?

Customer Success 52

Customer Success Management Roadmap Feedback 52

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

Customer Success 64

Customer Success Strategy Roadmap Metrics 64