Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Definition Metrics 0

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Customer Centricity Customers NPS 78

Retently

JANUARY 13, 2025

Moreover, Retentlys survey editor makes it simple to create custom translations, ensuring you can connect with customers in their preferred language without restrictions. This targeted approach helps craft personalized feedback campaigns and ensures insights are aligned with specific customer experiences. What Makes It Unique?

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

ChurnZero

OCTOBER 5, 2021

Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “ Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.” ” We are happy to say it was a great event all around. Customer Success Around the Web.

2021 95

2021 Customer Success B2B Customers 95

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Your team is stressed and ready to walk away.

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Customer Success Touchpoint Customers Article 98

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

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Customer Success NPS Webinar Net Promoter Score 87

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Churn Reduction.

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Customer Success Feedback Customers 2021 126

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model. Build Phase.

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Customer Success Touchpoint Chief Customer Officer Customers 90

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.

2021 111

2021 Customer Success Webinar Multi-Channel 111

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 Workshop Customers ROI 97

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? Rachel Yockey , Vice President of Experience at Realync.

Customer Success 81

Customer Success Metrics Customer Retention Books 81

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

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Customer Success B2C NPS E-support 0

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.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

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Customer Success Definition Customer Journey Customers 61

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

Gainsight

OCTOBER 22, 2020

By identifying risk in your customer base, your team will drive action to mitigate it faster and help drive up retention. Naturally, the first step of establishing a renewal process is defining the leading indicators of risk within your customer base. That’s why our customers love our Journey Orchestrator feature.

Customer Base 59

Customer Base Return on Investment NPS Metrics 59

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Customer Success 72

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 72

Totango

APRIL 24, 2020

This week Totango hosted our virtual Customer Success Summit: CXO Connect for executives and leaders of Customer Success. Those who can go back to square one and have a clear view of their customer base, can pivot and execute quickly to win. . Any and all engagement playbooks need to be re-tuned.

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Customer Success Webinar Customer Journey Events 62

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Customer Success 98

Customer Success Metrics Net Promoter Score NPS 98

Totango

FEBRUARY 12, 2025

We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players. Value is success is revenue. Here’s why the timing made sense. Enter, surge: a vibrant green for our bold next chapter. (In

Brands 62

Brands 2024 Customer Success 2025 62

CSM Magazine

MARCH 14, 2025

Some brands are offering loyalty currency that customers can redeem on experiences, exclusive events, or even charitable donations. For example, a customer who prefers eco-friendly brands might appreciate points redeemable for green initiatives. Exclusive events are another powerful tool for building fandoms.

Loyalty 52

Loyalty 2025 Loyalty Programs Omnichannel 52

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight Elements: The Science of Customer Success. How to Calculate 6 Key Customer Success Metrics.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Totango

JUNE 30, 2020

And make sure you deeply understand your customer base, what they want and what they need, at this time. . Communication during a crisis begins with reinforcing the lines of communication and ends with a unique conversation about each customer’s path through their challenges.

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Communication Webinar Metrics Customer Retention 127

Gainsight

OCTOBER 7, 2019

Customer success has taken the business world by storm, and not just in tech and SaaS. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. Companies are investing more in customer success.

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. There are even more functions beyond those, but the point is: customer success is still being defined. Below is a preview of how the team at InVision defines customer success. Monday is that day for me.

Customer Success 84

Customer Success Management Roadmap Events 84

ChurnZero

MAY 20, 2022

In our webinar, The CSM journey: How to carve your Customer Success career path , Peter Armaly, vice president of Customer Success at ESG , explores specialized career paths in CS, the skills expected of CS professionals, and why you should be more serious than ever about taking charge of your own career.

Customer Success 98

Customer Success Banking Leadership Seminar 98

Totango

SEPTEMBER 25, 2020

This especially extends to the world of customer success and retention. With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. .

Customer Success 60

Customer Success NPS Hospitality Communication 60

ChurnZero

SEPTEMBER 4, 2020

You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Scenario #1 – Strengthen f eature adoption based on behavior .

Customer Success 87

Customer Success Engagement E-support Books 87

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 Roadmap Feedback 76

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Success Customer Journey Mapping Customer Journey 90

GetFeedback

JANUARY 8, 2020

Cisco prides itself on being a customer-driven company. So what began as a need to discover and resolve customer sentiments soon evolved into a system to scale customer success. . Streamlining customer onboarding . You let your customers tell you what makes the product successful. .

Customer Satisfaction 39

Customer Satisfaction NPS 2013 Customers 39

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

2020 61

2020 Customer Success Chief Customer Officer ROI 61

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Invest in Customer Success.

Customer Journey 102

Customer Journey Touchpoint Customer Success NPS 102

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 63

Customer Success Webinar Social Media Events 63

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 61

Customer Success Webinar Social Media Events 61

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

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Customer Success Webinar Leadership Customers 98