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 166

Customer Success Net Promoter Score Customers Customer Retention 166

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 441

Feedback ROI Innovation B2B 441

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

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 119

Customer Success Guidelines Social Media Tips 119

Experience Investigators by 360Connext

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto.

Fashion 284

Fashion B2C Hotels Insurance 284

Gainsight

MARCH 7, 2023

Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers. Here’s a look at how it works.

Customer Success 102

Customer Success Management Groups eBook 102

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights.

Customer Success 109

Customer Success Data Strategy Tips 109

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

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. Need help getting started?

Customer Success 103

Customer Success Tips Self Service Customer Journeys 103

Totango

DECEMBER 26, 2021

Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . As a customer success leader, you are responsible for setting the right tone and creating the right environment for your team to be successful. Provide Access to Mental Health Tools and Resources.

Customer Success 106

Customer Success Sports Resources Policies 106

ChurnZero

AUGUST 5, 2022

When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest. Does it have any merit? Let’s find out.

Customer Success 98

Customer Success Management Touchpoint Analysis 98

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

Totango

JUNE 15, 2022

Maintaining strong customer relationships is key to the long-term success of both your customers and your organization, which is why it is vitally important to proactively deliver value through customer success best practices during both good and bad economic times, such as: . Focus Your Resources on What Matters.

Customer Success 105

Customer Success Customer relationships Exercises Communication 105

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 108

Customer Success Effort Score Touchpoint Customers 108

Totango

APRIL 18, 2023

As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. AI-enabled integrations will help you improve data workflows like these and reduce the time and resources that would otherwise be needed.

Innovation 102

Innovation Customer Success Customer Journeys System 102

Education Services Group

MAY 20, 2022

I see a lot of chasing in Customer Success: chasing metrics that our data doesn’t support, chasing insight, chasing answers to the reason customers churn, and chasing a haven of exemplary plays and processes to mitigate risk and drive value. Stop chasing a Customer Success platform that doesn’t do what you need it to do.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 106

Customer Journeys Customer Success Net Promoter Score B2C 106

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. Low usage rates.

Customer Success 101

Customer Success Net Promoter Score Effort Score How To 101

InMoment XI

AUGUST 30, 2022

Can we connect you with a customer success manager via chat? Can we send you a list of useful resources for getting the most out of your product? One of the most important things to remember when designing customer acquisition surveys is that if your survey is too long, or too tedious, you will not get responses.

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score Survey Effort Score 370

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Create a Cross-Functional Customer Journey Team. Choose the Right Customer Success Software that provides a 360-degree view of your customer. Driving Software Adoption through Customer Success Begins with Understanding.

Software 118

Software Customer Engagement Customer Success Engagement 118

Experience Investigators by 360Connext

OCTOBER 27, 2020

Will the answers to these questions help you achieve more success for customers, for your brand, and for your organizational leadership? Related Resource: Create a CX Success Statement with our CX Success Statement Workbook. Ask: What are the key moments along the journey where customers want to give us feedback?

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

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

eglobalis

DECEMBER 17, 2024

Hyper-personalized care strengthens trust, reduces effort for customers, and establishes businesses as reliable problem-solvers , ultimately driving loyalty and retention. AI-powered insights also improve renewal forecasting and streamline service workflows, ensuring B2B companies can scale customer support without overextending resources.

Net Promoter Score 221

Net Promoter Score Effort Score B2B NPS 221

Experience Investigators by 360Connext

JULY 6, 2021

Include any leader who will have direct accountability over the most likely actions required to improve the customer journey. This typically includes leaders from marketing, product development, customer success and customer service. Invite team members from other areas that are close to the customer experience.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

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

SEPTEMBER 23, 2022

Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently. You can do that with an investment in Customer Success and customer education. . Say it with me: Every.

Customer Success 98

Customer Success Customers Resources Customer Centricity 98

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. Customer Success is growing, which is no surprise. that have a specialized Customer Success Platform (CSP).

Study 98

Study Leadership Customer Success Industry 98

ChurnZero

APRIL 22, 2022

Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. Use In-App Communications to offer positive reinforcement and additional support to new or stuck customers.

Customer Success 98

Customer Success Knowledge Base Multi-Channel Touchpoint 98

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

InMoment XI

SEPTEMBER 22, 2022

If you have agents that review and action customer feedback, and enough resources to contact unhappy customers, you’re off to a good start. My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—I’m also a Lean Six Sigma Black Belt.

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

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

Totango

MAY 15, 2024

This shift highlights the overwhelming pressure on companies and C-suite leaders to achieve revenue growth more efficiently and the need for CS teams to rethink their success motion and KPIs to take on this responsibility. No one has truly cracked the code on AI — yet.

Interaction 107

Interaction Customer Success Conference Industry 107

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Tips 106

Tips Customer Success Management Social Media 106

ChurnZero

SEPTEMBER 28, 2022

In the business landscape today, Customer Success is a bit of an outlier. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof. The truth is that Customer Success training is far from standardized, and it doesn’t always happen.

Training 94

Training Customer Success Customers Culture 94

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion?

Customer Success 98

Customer Success NPS Net Promoter Score Metrics 98