ClearAction

SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. Even so, experience managers grapple with demonstrating ROI.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology.

Technology 62

Technology Customer Success Consulting ROI 62

ClientSuccess

OCTOBER 5, 2020

If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI?

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

Forrester's Customer Insights

MARCH 27, 2024

If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.

Customer Success 30

Customer Success ROI Customer Service Training Study 30

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Success Roles.

Customer Success 97

Customer Success Training Customers ROI 97

Gainsight

OCTOBER 14, 2022

“What is ROI? Is it different for every customer?”. These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. Cross-functional ROI Success Plans.

ROI 52

ROI e-support eBook Roadmap 52

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Kapta Customer Success

FEBRUARY 13, 2023

Effective customer onboarding is essential for long-term customer success and starts with a smooth handoff from sales to the customer success manager (CSM). It sets the tone for the relationship, influences time to ROI, and impacts trust.

Customer Success 52

Customer Success Sales ROI Customers 52

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

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

ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. Your Customers.

Tools 98

Tools Customer Success Return on Investment Fashion 98

inSided

AUGUST 20, 2021

It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. Digital Customer Success is all about data. Your ability to succeed will be determined by your ability to leverage your customer data in a scalable manner. New week, new knowledge!

Customer Success 64

Customer Success Measurement ROI Metrics 64

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.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

JANUARY 30, 2023

Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization.

Customer Success 70

Customer Success eBook Customer relationships ROI 70

Education Services Group

MARCH 27, 2023

In Customer Success, we use data for all sorts of things like analyzing customer health scores , looking for trends in Voice of the Customer (VoC) programs , and capacity planning for short and long-term strategic decision making. Earlier this year, we talked about Customer Success trends we expect to see in 2023.

Report 52

Report Customer Success ROI Trends 52

ChurnZero

MAY 11, 2021

Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . Companies who monetize Customer Success, see higher Net Promoter Scores (NPS). There’s room for improvement in the industry with measuring and presenting ROI to your customers . Only 27.2%

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Your customer success team can keep clients better informed on their progress, actively demonstrating the value obtained through your product.

Customer relationships 120

Customer relationships Customer Success ROI Customers 120

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. Invest in Customer Success.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Gainsight

OCTOBER 19, 2023

We surveyed nearly 400 companies throughout North America to create the Customer Success Index 2023 North America (or CS Index for short). And Customer Success has evolved beyond firefighting to become a mission-critical revenue driver during the down economy. Download the Customer Success Index 2023 North America.

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Customer Success is a rapidly evolving function. Yet, Customer Success is often undervalued and underfunded.

Customer Success 98

Customer Success How To CRM Software 98

ChurnZero

SEPTEMBER 24, 2021

6 Steps to Rock Your Customer Success Software Implementation. As an Implementation Specialist here at ChurnZero, I can tell you firsthand that neglecting your Customer Success software implementation is a recipe for rework, or worse, abandonment. Trust the process. Trust the process. They know their tool best.

Software 98

Software Customer Success Meeting Customers 98

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

Totango

FEBRUARY 14, 2020

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing. Attracting new leads is their main forte.

Customer Success 98

Customer Success Marketing Case Study Study 98

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 116

Innovation Customer Success NPS Touchpoint 116

ChurnZero

MARCH 5, 2021

When applied to Customer Success, these principles help explain why “surprise churn” happens, despite your every endeavor to follow all the best Customer Success playbooks to a T. Confirmation Bias. Why People Do What They Do.

Customer Success 98

Customer Success Effort Score Customers Survey 98

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Metrics 52

Amity

MAY 10, 2018

A customer success plan is a blueprint by which both you and your customer can achieve mutual success. I mean, a lot of times, success is pretty obvious. If I have a Gmail account, isn’t success sending and receiving emails? A customer success plan should define the why. Mutual Ownership.

Customer Success 95

Customer Success ROI Exercises Measurement 95

Gainsight

FEBRUARY 7, 2023

Yet amidst the usual shuffling and strategic planning for the new year, I’ve seen a new trend emerge: companies are combining their Customer Success Management (value/adoption) and Account Management (renewal/expansion) roles. Our Take So—should Customer Success and Account Management be combined? Personally, I’m torn.

Customer Success 52

Customer Success Management Financial ROI 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? The CSM perspective: how to encourage the adoption of Customer Success software. As CSMs, we spend our days convincing our customers to adopt our tools.

Software 98

Software Customer Success How To CRM 98

Totango

JANUARY 4, 2019

To acknowledge that customers want better service isn’t enough. The digital transformation of business, and the resulting rise of the customer-centered economy , must inform every action your customer success team takes. The Top 5 Customer-Centric Marketing Strategies for SaaS Companies. Talk as often as you can.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

ChurnZero

JUNE 14, 2023

It’s a company-wide goal, but the team in the spotlight is customer success (CS). As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand. Operationalize your customer success team.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Lithium

SEPTEMBER 21, 2022

Previously used Care models suggest that these factors would cause this customer to crash and burn. However, they found nothing but success in their first year of using Khoros. Over the course of a year, this customer successfully handled over 15,000 customer messages per quarter and saw a 13% agent efficiency improvement.

ROI 52

ROI Social Media Customer Care System 52

Gainsight

FEBRUARY 9, 2022

I’d love to get your input on our Customer Success Organization.”. It’s so encouraging to see CEOs leaning into Customer Success. Inevitably, CEOs and leaders have the following common questions around how a Customer Success Organization should look: What should my Customer Success strategy be?

Customer Success 52

Customer Success Chief Customer Officer Report Sales 52

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success Data ROI Conference 52