InMoment XI

MAY 31, 2022

As customers go through the various stages in the sales funnel, they cross departments from marketing to sales to product to customer success and customer service. ” – Jessica Pfeifer, VP & General Manager, InMoment. . ” – Jessica Pfeifer, VP & General Manager, InMoment.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

Gainsight

OCTOBER 10, 2024

Customer Success teams often believe their only choice is between a platform that can be implemented quickly and one that is powerful enough to grow with them in the future. In fact, companies should not invest in a Customer Success Platform (CSP) unless it offers both. But it doesn’t have to be an either-or decision.

Customer Success 52

Customer Success Customers Customer Journey Customer Base 52

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. These are noble goals.

2025 52

2025 Customer Success Net Promoter Score 2024 52

Totango

JULY 23, 2021

When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used. Let’s break down these factors and take a look at what components are needed to structure an efficient and successful CS team. .

Customer Success 127

Customer Success Chief Customer Officer 2021 Sports 127

ChurnZero

MARCH 28, 2025

When customer success starts reporting into the CRO, its not just a reporting changeits a strategic shift. Most CROs come up through sales, where success is measured by speed and outcomes. But owning the full customer lifecycle demands a new operating modelone built on trust, value, and long-term growth.

Customer Success 52

Customer Success Sales Metrics Customers 52

eglobalis

SEPTEMBER 16, 2024

Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. Companies that digitize their customer support and order processing can significantly reduce friction, offering self-service solutions that empower customers to manage their needs.

B2B 378

B2B Customer Experience Customer Centricity Omnichannel 378

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. Having a clear understanding of the team structure and who the direct manager will be.

Customer Success 52

Customer Success Insurance Culture Workshop 52

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. 71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

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 Success 109

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 109

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 112

Customer Success Webinar Customers Customer Centricity 112

Retently

JANUARY 13, 2025

Retently: Automation and Insightful Feedback Analysis Retently is a comprehensive customer experience management platform tailored for businesses that prioritize actionable feedback. This targeted approach helps craft personalized feedback campaigns and ensures insights are aligned with specific customer experiences.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Onboarding.

Customer Retention 106

Customer Retention Customer Success Customer Relationship Management Loyalty 106

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

Customer Success 101

Customer Success Chief Customer Officer Customer Centricity Sales 101

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Document Sales Customers 98

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Responsibilities: Own the revenue number for the installed customer base. Customer Success Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Customer Success 99

Customer Success Communication Document Customer Centricity 99

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 98

B2B Customer Success Customer Service B2C 98

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Customer Success 128

Customer Success Customer Centricity Financial Metrics 128

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

ChurnZero

JULY 29, 2022

A customer’s decision to stay with you doesn’t come from a single interaction; instead, it reflects their entire experience across your organization. To tap retention as a growth channel, you need a customer success strategy that elevates your customer success teams and puts customers at the heart of everything you do.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

Gainsight

JULY 7, 2020

Churn (the amount of revenue lost from a company’s existing customer base each year) is a metric that rises to the top of most SaaS leaders’ minds; it is one of the most commonly tracked metrics in SaaS businesses. Specifically, we focused on decisions concerning the ‘Customer Success’ function.

Customer Success 97

Customer Success Management Metrics Customers 97

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. Assess the revenue you’re responsible for, then review from the bottom up (such as time it takes to onboard, manage, renew, etc.).

Customer Success 52

Customer Success 2024 Leadership 2015 52

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.

Customer Success 104

Customer Success Net Promoter Score Events Customer Relationships 104

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 93

Customer Success Customer Journey Customers Customer Retention 93

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.

Customer Success 98

Customer Success Touchpoint Customers Article 98

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.

Customer Success 126

Customer Success Feedback Customers 2021 126

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. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

CustomerSuccessBox

SEPTEMBER 7, 2021

And in all these -the common thread- Customer Success. Customer Success as a stream has played an important role. So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. 1 Renewed focus on new customer onboarding. via GIPHY. #1 5 Flexibility.

2021 96

2021 Customer Success Customer Journey Mapping Touchpoint 96

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

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

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 Customer Satisfaction 98

ChurnZero

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction? .

2021 95

2021 Customer Success B2B Customers 95

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.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Gainsight

JANUARY 11, 2024

Customer success is firmly entrenched in the SaaS business model. According to a 2020 study by TSIA, more than 90% of organizations had a dedicated customer success role in their company. Nick Mehta , CEO and Founder of Gainsight, recently said, “Every single software company has a customer success program now.

CEM 52

CEM Customer Success Management Customers 52

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

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 111

Customer Success Touchpoint Customers Insights 111