ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! It holds significant importance for any business.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Experience Investigators by 360Connext

DECEMBER 10, 2024

Lets examine the foundation you need to prove the ROI of your CX investments and unlock a flywheel of innovation, helping you more quickly align your organization, identify areas for improvement, and gradually expand your resources to accomplish more than ever. Showcase efficiency gains.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

GetFeedback

AUGUST 16, 2018

Plus, it’s directly tied to revenue as it affects customer happiness and churn rates. But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

ECXO

DECEMBER 25, 2024

It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied. But in reality, successful companies understand that: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

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

eglobalis

OCTOBER 9, 2024

Does the request support your long-term vision or the benefits you’ve promised your customers? Even if a customer request seems appealing, it may divert resources from more important initiatives. Challenges : Prioritizing strategic alignment can be difficult when high-value customers are involved.

Feedback 509

Feedback ROI Innovation B2B 509

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.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. What is the Customer Satisfaction Score (CSAT)?

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

Experience Investigators by 360Connext

JANUARY 10, 2023

For many successful organizations, it looks like the one we’ll outline below. It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your Customer Experience success. Related Resources: [Guide] CX Mission Statement Workbook.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

ChurnZero

JANUARY 10, 2025

While those consumer innovations may still be a few years away, 2025 is sure to be a year of creativity and change in the B2B technology space, particularly in customer success (CS). And even more specifically, in the sphere of digital customer success. How are these digital programs impacting revenue?

Trends 52

Trends Customer Success Net Promoter Score Customer Journeys 52

Retently

MAY 31, 2024

The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. Customer Success is the bridge between what your company does and what your customers need you to do. They offer a look into the minds of your customers and can shape the direction of your entire firm.

Customer Success 142

Customer Success Management Net Promoter Score Feedback 142

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

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. Check out these resources: [Article] Create Your CX Charter with These 6 Questions. Try a CX Charter.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

ChurnZero

JANUARY 6, 2025

Whats the one thing that wont change in customer success this year? So how should you position yourself for 2025s incoming customer success trendsand should you be nervous, optimistic, or a cautious blend of both? ” So what 2025 customer success trends can we anticipate? The pace of change itself.

Trends 52

Trends Customer Success Measurement Leadership 52

InMoment XI

NOVEMBER 26, 2024

The Benefits of Customer Journey Mapping Customer journey mapping allows companies to see the gaps between the desired customer experience and the one the customer receives. Furthermore, customer journey maps educate stakeholders and get them on the same page about what is most important.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ChurnZero

OCTOBER 10, 2024

This guest post is by Kristen Hayer, CEO and founder of The Success League. As a discipline that’s shifting from new to established, customer success is facing some interesting headwinds right now. But to find yours, start working with metrics from the top down. Economic uncertainty is affecting purchasing decisions.

Customer Success 52

Customer Success Leadership Study Metrics 52

InMoment XI

AUGUST 30, 2022

Customer Satisfaction scores are an attempt at capturing how satisfied customers are with a company’s goods and services. A survey asks a customer to rate their satisfaction, typically on a scale from 1 to 5. Customer Effort Score (CES). Can we connect you with a customer success manager via chat?

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score Survey Effort Score 370

ECXO

JULY 22, 2024

Role-Specific Training: Segmenting users based on their roles and offering tailored resources. Exclusive Access: Providing loyal customers with access to new features or beta programs. Personalized Assistance: Offering dedicated customer success managers for personalized support.

B2B 207

B2B Customer Experience Self Service e-support 207

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52

ClientSuccess

NOVEMBER 24, 2020

While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. . Here are 3 predictions for 2021 that will help customer success teams and leaders alike strategize, plan, and prepare: .

Customer Success 113

Customer Success Metrics CRM Trends 113

Experience Investigators by 360Connext

DECEMBER 15, 2023

An organization’s leadership must believe in the value of customer experience. Their support will ensure CX initiatives receive the cross-company support and resources they deserve (and need to thrive). Spend some time highlighting what the metrics mean, and what your goals really are. Interview a customer or two!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

GetFeedback

DECEMBER 26, 2018

This free-form question allows customers to provide any feedback they’d like. Surveys using the CSAT metric will typically follow this format, with an optional, open-ended follow-up question. That means mobile surveys optimized for customers’ phones are essential. Limitations of CSAT.

Customer Satisfaction 286

Customer Satisfaction Measurement How To Net Promoter Score 286

InMoment XI

OCTOBER 23, 2024

Your bank can also assign dedicated staff to onboard customers onto digital platforms to ensure a smooth transition. Provide digital literacy resources to educate customers. Offer regular digital literacy classes or webinars to help customers become familiar with banking apps, online transactions, and cybersecurity practices.

Banking 195

Banking Customer Experience Effort Score Financial 195

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? Involve Product.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Customer churn is the opposite of retention. Include customer-centricity in daily operations and communications inside the company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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! Automated reminders and resources powered by plays.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Calabrio

MARCH 5, 2025

Beyond being an indicator of customer experience success , its also a reflection of the efficiency and knowledge of your frontline agents, as well as the effectiveness of your internal processes and resources. This includes building knowledge bases, participating in training, and proactively engaging with customers.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Brandwatch CX

MARCH 27, 2025

Again, a social intelligence tool can help you understand the hours of the day and days of the week that customers are tweeting about your brand or your product category in general. Customer success (tell them how good they are) Customer loyalty programs are a mixed bag. Some say that they foster loyalty.

Customer relationships 93

Customer relationships Marketing How To Social Media 93

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Did they achieve these outcomes?

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Check them out to learn and get inspired by these visual resources. . Why Customer Success Matters.

Infographics 98

Infographics Customer Success Tips Metrics 98

ChurnZero

FEBRUARY 21, 2025

Should you be charging for customer success? Why not take customer-facing services as seriously as our products? In Donnas experience, charging for CS leads to higher customer engagement , stronger internal investment, and more influence and CS budget , she says, especially in companies where CS is still viewed as a cost center.

Customer Success 52

Customer Success Net Promoter Score How To Competitive Advantage 52

Lumoa

MAY 21, 2018

Most of the functions in an organization have something to do in improving the customer experience. Although, this might sound time- and resource-consuming, it doesn't have to be. For example, Leadfeeder , an online platform for lead generation, involves customers in every product decision. The key steps include: 1.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Feedback 305