Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

Totango

JULY 23, 2019

Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy.

Customer Success 92

Customer Success Customer Centricity Customer Journey Customer Relationships 92

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? How Beneficial is the Voice of Customer Framework?

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. In this customer-centered economy, a lapsed customer could represent years of lost renewal opportunities.

Management 111

Management B2B Seminar ROI 111

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 Touchpoint Net Promoter Score 243

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. How Customer Success Can Catalyze Customer-Centric Change. Customer Success Around the Web.

B2B 73

B2B Net Promoter Score Customer Centricity Webinar 73

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business models. In the customer-centered economy, however, retained customers are as good as gold. . How to Increase Customer Retention for B2B Companies .

Customer Retention 65

Customer Retention B2B Voice of Customer Metrics 65

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Leverage Voice of Customer Feedback.

B2B 63

B2B Customer Success Customer Centricity Voice of Customer 63

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

Kapta Customer Success

OCTOBER 9, 2023

Are you developing and capturing the voice of your customers for customer advocacy? More than 75% of B2B buyers consult three or more sources of advocacy before making a purchase decision, according to Gartner.

Voice of Customer 59

Voice of Customer B2B Consulting Customers 59

Think Customers

AUGUST 30, 2021

In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon. B2B sellers understand they need to change yet face challenges to creating successful digital-first sales experiences.

B2B 59

B2B Sales 2021 ROI 59

Totango

JULY 23, 2019

Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy.

Customer Success 63

Customer Success Customer Centricity Customer Journey Customer Relationships 63

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. Actionability is also, as we believe, one of the essential aspects of customer experience management. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

CustomerSuccessBox

JULY 5, 2021

Customer Success remains a must-have strategy across all b2B SaaS companies. While it is no surprise that customer retention is key to survival in the Subscription economy and customer retention can only happen when a customer achieves success. What is Customer Success?

Customer Success 52

Customer Success Customer Retention Return on Investment Customer Journey 52

Waypoint Group

AUGUST 30, 2017

The post CX and CS: Both are Required to Drive B2B Retention and Expansion appeared first on Waypoint Group.

B2B 40

B2B Voice of Customer Customer Success Feedback 40

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. Yet, it’s easily one of the most important elements to the growth of your company. CX Journey.

Blog 45

Blog Customer Success Management Chief Customer Officer 45

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey?

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

Waypoint Group

JUNE 2, 2020

What is B2B “Customer Engagement” and why does it matter? Are your current processes truly “engaging” your customers, or just trying to sell them more stuff?

B2B 52

B2B Customer Engagement Engagement Customer Success 52

Waypoint Group

JANUARY 23, 2015

When logging into a SaaS vendor, B2B employees need to get right to the point. But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. Gone are the days when a Welcome page is purely cosmetic.

B2B 61

B2B NPS Metrics Voice of Customer 61

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Success = Outcomes.

Customer Success 40

Customer Success B2B Customers Feedback 40

CustomerSuccessBox

NOVEMBER 16, 2021

Customer Success (CS) has become synonymous with customer loyalty, customer satisfaction, and a positive customer experience. CS ensures the customer is at the center of the business strategy of modern B2B SaaS firms. How to anticipate most of the customer needs? Who is this blog meant for?

Customer Success 52

Customer Success Management Webinar Rewards Programs 52

Waypoint Group

JULY 13, 2018

On June 19 th , 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. achieve company-wide buy-in for your customer success initiatives. 12:00 : What about NPS in B2B, and How feedback can predict churn.

Customer Success 40

Customer Success Customer Experience NPS B2B 40

Waypoint Group

NOVEMBER 6, 2014

Working with B2B clients over the years, we’ve prided ourselves in producing actionable and unique deliverables. There were no B2B customer success technology vendors in the market that could offer our account-level insights and relationship reporting. TopBox delivers…. A/B Comparisons. We’d appreciate your feedback!

B2B 53

B2B 2015 Voice of Customer Feedback 53

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Helping customer contacts with training.

Customer Success 40

Customer Success ROI Voice of Customer Feedback 40

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Waypoint Group

MARCH 5, 2020

” with a great discussion about how Sales and Customer Success need to work together for mutual benefit, and how Customer Success can learn/adopt some great practices from Sales to strengthen customer-relationships. The hand-off between Sales and Customer Success. ”) and persona.

Sales 40

Sales Customer Success B2B Definition 40

Waypoint Group

DECEMBER 3, 2015

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. Only 32 percent of those surveyed say they have the resources, skills, and tools they need to provide the experiences B2B customers require.

B2B 40

B2B Customer Experience B2C ROI 40

Waypoint Group

MAY 17, 2018

I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and generally characterized by relationships more than transactions. NPS can be quite controversial.

NPS 40

NPS B2B Net Promoter Score Touchpoint 40

Waypoint Group

JULY 28, 2016

As the leader of a B2B company, you want to see your growth indicators going off the charts. The post 5 Ways B2B Companies Can Accelerate Growth appeared first on Waypoint Group. You’re always looking for a way to do more, better, with less. The question is, “How?”

B2B 40

B2B Feedback Voice of Customer Customer Engagement 40

Waypoint Group

FEBRUARY 1, 2018

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. appeared first on Waypoint Group.

B2C 40

B2C B2B Feedback Customer Engagement 40

Waypoint Group

OCTOBER 19, 2017

Loyalty is crucial for B2B businesses as well, but far more challenging to measure since There are many contacts in the account, many of which may be executives that don’t often (ever?) The post The Secret to Easy B2B Retention & Expansion = Relationships.

B2B 40

B2B Loyalty Measurement Voice of Customer 40

ChurnZero

APRIL 5, 2019

Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. Here are just a few of our favorite tips that we wanted to share with the larger Customer Success community. Hiring and Scaling a Customer Success Team. Hiring and Scaling a Customer Success Team.

Customer Success 40

Customer Success Customer Centricity Leadership Webinar 40

Totango

OCTOBER 8, 2020

In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs. Learn from Customers. Understand Your Customer.

Customer Retention 63

Customer Retention Customer Success B2B Customers 63

Totango

OCTOBER 13, 2020

Customers who become advocates stimulate enterprise growth and drive value. The Impact of Turning Customers Into Advocates. B2B buyers have a complex and formal buying process, involving multiple people across departments. Build a Customer Community. Accelerate Onboarding. Establish, Track, and Celebrate Goals.

Webinar 63

Webinar Customer Success B2B NPS 63

Waypoint Group

MARCH 31, 2015

Focusing on Holistic Customer Success. San Francisco welcomed another stellar group of Customer Success pros last week, thanks to Totango’s CS Summit. In B2B, companies need to help their customers achieve results, not just push products. But Customer Success is far more than product adoption.

B2B 70

B2B Events Definition Voice of Customer 70